Getting 'Sorry, that didn't go as planned' error message when signing into Xfinity app

 I'm sorry to hear that you are having problems while trying to activate your account with us. This is not the experience we want for you. It would be my pleasure to assist you with activating your account and service. Please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. 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

Hello, @user_f67875 and thread. The only self-service way to activate your service is to use the Xfinity app. The website just points back to the app as some of you saw already. We want to ensure all of you are able to activate and use your service. I am not seeing a known issue affecting the app and activation that we need to wait to be repaired.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I click sign in and get this message. No way in the app to do anything else except “retry”. I didn’t even get to officially sign in. I too have deleted and reinstalled the app numerous times; cleared my cache a couple of times. I am dreading having to chat online with a third rep. I wish there was some alternative to Xfinity. They really just don’t care. 

Hi, @user_63e2a5. I see you are having similar issues as well. I'll be glad to assist. Can I have more details about your situation? Are you having this issue when signing with any device in the home? Do other's with a user role on the account, if any, have the same problem under their profile? Is this error message populated for you with any other Xfinity Applications? 

@XfinityTyler​ what about me, with Xfinitys own modem? 😂😭

@XfinityTyler​ This is not true. Our app supports Customer owned and Managed Devices. I will reach out directly to debug the issue.

@XfinityDanielD​ I have the same problem. <Edited: Inflammatory Language> I’ve had 4 days wasted with your customer care and no solutions, just bills. Have had no internet after a change in address. Unable to activate internet!!’n 😩

@sctritons77​ me too! It’s Xfinity’s modem I’m trying to set up but have to continue using my old modem bc I can’t get the app to work!!!!

@user_dabca8 Are you using a personal modem or an Xfinity rental? 

Hi @user_2d118c. Can you explain a little more about the issue you are having, so we can better assist you with the App concern?

@user_9f7354 Thank you for bringing this to our attention. Please clear the cache and cookies on your device then follow the steps outlined here: https://comca.st/3sOH0ZY;

Welcome to our community forum, @user_0831c3! This is definitely not the way we want to start off! I love using the Xfinity app to manage my network and I want to make sure you can enjoy it as well. What troubleshooting steps have you tried so far? 

@XfinityDanielD​ 

Hello, I’m having the same issue as described. Trying to activate using the app and receiving this error message. Restarted, re-downloaded app, etc etc. Seems there’s a consistent problem here. Been several days - how can I activate my internet? Thank you.

@user_007de2​ 

ps - I also can’t figure out how to reach out to you directly, as you requested above

@XfinityDanielD​ 

 Hello, I purchased my internet plan last night as it will be delivered to me on a specified date. When I tried to log in after that it tells me my access is not authorized or I have invalid credentials. I even contacted the live chat and they were at a loss. I live in Florida currently so there are no in person stores for me to go to, I will be moving up North shortly. My email is verified and the website/app does not work when trying to log in. It would be nice to be able to manage my account. Thank you

Thank you for reaching out to our Xfinity Forum.

Will you please send our team a direct message with your full name and full address?

~~~~

To send a "Peer to peer" 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

@

Thank you so much for letting us know, we are happy to help you! Since this is an older post, are you able to go ahead and make a new one? We just want to make sure that everyone gets a chance to see this plus any results that may come from it as well. Let me know as soon as you did that and we can go from there. 

@Erikgoes0​ Hello - Are you using your own modem? Or an Xfinity Modem in bridge mode with your own router? Either way, you should not have this issue. Please feel free to send me a PM with your account number and I can have my team look into this for you.

Hello, @user_c453f8. I want to ensure you're able to activate your modem. 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. 

@XfinityStephanieK​ 

I'm also having the same issue with the new App Xfinity. I use to use the Xfinity Account App to manage my account. I've had my account for a while. I'm in the process  of switching modems and now they are requiring to the Xfinity App in order to change modems.  It was much easier even last year when you still had a way to activate the modem through the web browser and to enter your account information and or user account with associated phone number....ever since moving to this app it seems to be a big headache for you guys. It would have been much easier to keep the web browser system and offer that as an option than just an APP. 

Hi, user_96a491. Thank you for taking the time to reach out to us. This feedback is definitely appreciated. It would be my pleasure to look into this login issue for you. To get started, could you please send our team a direct message with your full name and full address?

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

@XfinityStephanieK​ I’m having the same issue. I’m not a new customer and have been using the app for the past couple of years. I went on to install my new modem from Xfinity but it won’t let me sign in. I can sign in online and in the My Account app but stuck in an endless cycle of “that didn’t go as planned.” I have always installed the modems myself but this time there has been issue after issue, and the chat rep was no help! I went into your store, but the rep there didn’t understand any of the technical details I showed her from logging into my IP address to see why the first replacement didn’t work. She did give me a new modem but now the app won’t work anymore. I’m being charged extra on my mobile data bc of all these issues. So. Much. Wasted. Time. And no help!

Hi there, @user_a6b5b3, thank you for taking the time to share you experience with us through our Xfinity Forums. I am sad to hear you have been having continuous issues with your Xfinity app and modem. Please rest assure, you have reached the right team for assistance. Please send us a direct message with your full name and service address.

Here's the detailed steps to direct message us: 

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon (upper right corner of this page)

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

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

 • Press Enter to send your message

Hi @user_31ce1d,

We would be more than happy to assist in the sign in of the Xfinity App. Would you be able to confirm that you have our Xfinity Modem rental on the account as well as being able to access the Xfinity My Account app and web portal?