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user_db5261
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2 Messages

Monday, January 10th, 2022

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Extremely Slow Phone App Loading When Connected to xFi Gateway

Takes a long time to load apps on my android phone. Usually times out.  Including the xFi app.  If I turn the wifi off on my phone problem goes away. If I connect to a different wifi, problem goes away.

I tried reinstalling apps and restarting phone.  Tried restarting router.  Does not fix.

My laptop and my family iPhones has no issues. 

This is extremely annoying.

 

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3 years ago

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user_ea1370

Visitor

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4 Messages

3 years ago

Yeah, what a mess. Connected at 5ghz, so that's not the problem. Disney plus and Xfinity apps don't work, among others! Comcast changed something and literally thousands or hundreds of thousands of Android users are affected right now. Comcast needs to figure this out. This is not a situation for individualized troubleshooting. Don't waste our time.

5

CCBrian1

Contributor

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367 Messages

Hello @user_ea1370 ,

 

Thank you for taking the time to reach out in our great Xfinity forums community. We certainly understand the importance of having access to Disney plus and Xfinity apps. I would love to investigate this further for you. Can you share which Xfinity apps you are having issues with? 

I no longer work for Comcast.

3 years ago

0

user_ea1370

Visitor

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4 Messages

The actual Xfinity app. The Disney app. HBO. Shipt. List goes on. Is Xfinity doing anything to figure out this national, large-scale problem?

3 years ago

0

XfinityJanelle

Official Employee

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1.7K Messages

We are happy to open a ticket on this issue of the apps working correctly. We will just need some account information for the ticket. 

 

Could you please send our team a direct message with your full name and full address so that we can assist you further?

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• 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

3 years ago

0

user_043648

Visitor

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2 Messages

Thank you very much for getting a resolution.

3 years ago

ContraBand67

Visitor

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4 Messages

@user_043648​ ...What was the resolution?  Can you post it here please. 

3 years ago

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user_c021a7

Visitor

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7 Messages

3 years ago

OK here is what I learned from a service tech this morning. Is appears to be an issue with the old thin black gateways, especially if you have xfi pods. He swapped out the old thin black gateway for one of the square white gateways and the problem went away.

1

ContraBand67

Visitor

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4 Messages

@user_c021a7​ I have the newer gateway and the issue is there.  The other gateway was fine for me :)

3 years ago

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user_ea1370

Visitor

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4 Messages

3 years ago

Thanks! Will call Comcast asap!

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Elkerton

Visitor

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2 Messages

3 years ago

Having the exact same issue with multiple Android phones in our household. When using Xfinity Wifi, certain Android apps are very slow to load or do not load at all. As soon as we disconnect from Xfinity Wifi, there is no latency with loading. Other apps and the phone browsers work fine on Wifi, as well as laptops. We have tried resetting the router to the factory defaults, rebooting, reconnecting all devices, uninstalling/re-installing apps, moving and removing pods. Given the amount of times this exact issue appears in this thread, I hope a clear solution has been found. Thank you.

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Elkerton

Visitor

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2 Messages

@Elkerton​ Found an easy if not disconcerting solution to this issue - removed all my xfi pods. Ironically, the Xfinity app was on that was not functioning. All apps are working now with no latency. Think I should get a refund on my pods?

3 years ago

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Kashan

Visitor

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2 Messages

3 years ago

I am having the exact same issue. Both of my phone and my husband's phone. It's super frustrating since nothing seems to fix it. Some apps just don't open if I use wifi and otherwise they take forever. 

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user_ea1370

Visitor

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4 Messages

3 years ago

Ok folks, I had Comcast send me a new small white gateway to replace my large black one and my android connectivity issues have resolved. Totally worth a network password change!!

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user_a6eda7

Visitor

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3 Messages

@user_ea1370​ yea.. I have issues with that one too!

Glad it works for you! 

3 years ago

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user_587d74

Visitor

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2 Messages

3 years ago

Same here.  Even the crappy wifi at McDonald's works fine.   I contacted tech support and after checking the modem for errors I was told to contact my phone manufacturer. She even gave me a number.  I told her that it was only happens on my home network and asked why so many others were having the same problem. She had no answer but still insisted it was a Motorola problem.   It has been going on for a month now.

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Kashan

Visitor

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2 Messages

@user_587d74​ I saw somewhere else on the forum that it was possibly an issue with the modem. We ended up switching out the modem to the newest white version and the issue has since gone away for us. You could just try calling Xfinity and having them exchange your gateway! That's what worked for us!! 

3 years ago

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user_587d74

Visitor

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2 Messages

3 years ago

I read in a few other post that they got Xfinity to swap out their gateway modem for the white one.(XB7).   I called support and after going through the troubleshooting steps with the agent I convinced him to swap my gateway out. I received the new one and did the self install.   This is the best my internet has ever ran. All devices connect and no more timing out not loading.   I wish I had done this a year ago.  

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user_1790ac

Visitor

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2 Messages

3 years ago

oh my god, I'm just so glad I found this thread. felt like I was going crazy the last 2ish months trying to figure this out. going to try to have them swap my gateway

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Jackdalrymple

Visitor

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1 Message

3 years ago

Happening with the XB7. Drives me crazy!

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XfinityLinda

Official Employee

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2K Messages

Hello, @Jackdalrymple! Sorry to hear about the troubles with your modem. What type of devices are you having trouble with? What troubleshooting have you tried? Please let us know, so we may assist. 

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

3 years ago

0

FrustratedXfintyuser

Visitor

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4 Messages

3 years ago

I am having the same trouble - when the tech comes out, he connects with an iPhone and his speed is much faster.  My android and Windows devices show drastically slower speeds.  How does this get resolved?  It is very annoying!

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