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user_e4732f
1st Topic

Visitor

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1 Message

Friday, June 11th, 2021 3:48 AM

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Can’t sign into Xfinity app

I tried to log into the app, however it returned to the original login page every time after I type into the Xfinity ID and password.

Question

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Updated 

4 years ago

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CCDaryl

Problem Solver

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828 Messages

4 years ago

Thank you for reaching out in our Forums. I know how frustrating it is trying to access an app that will not let you. I can help you. Are you having the same issue when trying to access the My Account app as well, or just the Xfinity app?

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bobolink67

Visitor

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5 Messages

4 years ago

I am having the same issue that arose when I was sent a replacement Xfinity Gateway router. I followed instructions to use the Xfinity app on my cellphone to activate the router but was unable to use it as this was the screen that appeared on my iPhone once I tried to sign in using my username and password (both of which worked fine to sign into My Account app and also onto the Xfinity.com website, so there is nothing wrong with my credentials except trying to use this app).

Over the past 3 days I have spent well over 24 hours with dozens of Xfinity technical support people trying to resolve this.
I could only activate my replacement Gateway with the intervention of several techs online and on chat with it finally being activated after hours of effort and even then the speed was ~20 Mbps with a modem capable of 1200 Mbps. The phone service was not restored until I spent another few hours and several techs.  
Days later and many calls/chats and two service calls to my house by Xfinity service technicians who each spent a few hours at my home and they called their supervisors, no one at Xfinity says they have any answer for resolving this. 
I have been transferred to so many departments I have lost count.
I have spoken with an escalated support service for "Customer Assurance Security Group" and was assured my username and password were linked to my account, so that was not the problem.
I have spoken with the billing office to see if the replacement Gateway rounter's MAC address had not been registered with my account and have been told that was not the issue either.
I have deleted and re-loaded the Xfinity app on my iPhone dozens of times without this resolving it. 
I have deleted the cache on my iPhone and turned off all blockers as had been suggested on this forum and that didn't work.
I have tried to sign in using another iPhone and iPad and same result and same screen as shown above with all devices. 
I have changed my password and username and that has not helped. 
When the screen appears, it says my internet service has been turned off which is not the case. I now am connected to the internet via an ethernet cable to the replacement Xfinity Gateway and have download speed of over 900 Mbps. When I test the Wifi speed on my iPhone that won't open the app it is 435 Mbps and also is clearly connected to the internet via the functioning Wifi coming from the Gateway.
All of the technicians say they cannot 'see' my Gateway or the three Xfi pods on the system when they access my account, but despite that, the internet and phone and cable service is working.
The issue I have is it is impossible to activate any of the 3 Xfi pods I have to extend the WiFi signal in my house as they can only be activated using the Xfinity app. No one at Xfinity can activate them either remotely online through my Xfinity Gateway or on site at my home. It has been bewildering to all of the dozens of Xfinity techs.
I have asked to be connected to speak with the software developers or team with the Xfinity app and was told I could not speak or chat directly with them, but my issue of not being able to sign in would be given a case number and in a few weeks I might get a message on my iPhone if the situation is resolved. Meanwhile, no other solution has been proposed by Xfinity. 
If anyone reading my overly long post can help me I would be most appreciative. 

 

2

bobbynic

Visitor

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1 Message

I'm having the same issue. Trying to self-install a new modem and I can't log into the app. When I sign in it just returns to the sign in screen. Tried on 2 mobile devices, both Apple and Android, and it still doesn't work.

4 years ago

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CCKorie

Problem Solver

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1.1K Messages

Hey there, @bobbynic. Are you still having troubles with getting the mode activated and accessing the app? I'd love to help and look into this for you. Please send me a PM with your name and address.

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

 

I no longer work for Comcast.

4 years ago

0

user_2aa285

Visitor

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2 Messages

4 years ago

I'm having the same issue. I've been attempting to activate my service through the Xfinity App, but once I log in it returns me to the main Sign In screen. This issue seems isolated to the Xfinity App, because I'm able to log into the My Account and Authenticator apps with no problems.

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XfinityArmand

Official Employee

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2.2K Messages

Hello there @user_2aa285!  Thanks so much for taking the time to reach out to Comcast here on our Community Forum.  We are so glad to hear from you!  Are you still currently having an issue accessing the app?  We can definitely assist with this.  Please shoot us a private message so we can get started on this for you.  

 

To send a "Peer to peer" ("Private") message you may need to:

Click "Sign In"

Click the "Peer to peer chat" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

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user_2aa285

Visitor

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2 Messages

Thank you for getting touch! I'm still having issues logging into the Xfinity App. I just sent a p2p message to Xfinity Support.

4 years ago

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gk1227

Contributor

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50 Messages

4 years ago

If using Android, test to see if javascript is enabled in Chrome (even if Chrome isn't your default browser).    That solved the issue for me.   For iPhone, I'd suggest enabling in all browsers as, at least in Android, it doesn't seem to use the default browser.

(edited)

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user_4f33f8

Visitor

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1 Message

4 years ago

Im having the same issue where my credentials work, but on the app which i need to self install my internet it just sends me right back to the sign in page after i put my login. Any chance I can get some help?

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_4f33f8! It's important we get your connection up and running and ensure you have access to your online account. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

I no longer work for Comcast.

4 years ago

0

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