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user_807df7
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Visitor

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3 Messages

Friday, June 17th, 2022 4:36 PM

Closed

Log in loop

I’m trying to sign into the Xfinity app on my phone, it sends me to Xfinity.com, and then it send my right back to the app and says I need to log in. How do I get out of this loop?

Question

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Updated 

3 years ago

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CCDevin

Problem Solver

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735 Messages

3 years ago

@user_807df7

Hi! Thanks for reaching out to us here through our Xfinity Forums to bring this to our attention! I can see how being sent back and forth would be aggravating to say the least. We are glad to help work with you and figure out what’s going on.

 

Are you getting any errors when it switches from the website to the app? Are you seeing any log in errors with your credentials like using the wrong username? Just to be certain, have you already set up your official username and password and used it to log in before? 

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user_807df7

Visitor

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3 Messages

3 years ago

No errors. Just an endlesss loop. Yes, I have already set up my username and password before. I’m an existing customer who moved. Installation wasn’t the smoothest. I brought my existing xfinity equipment with me, but ultimately had to have a tech come out. The tech had to replace my XB6 for my new home to get service. Maybe that has something to do with it. 

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XfinityAmandaB

Official Employee

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2.4K Messages

@user_807df7 Thank you for that information. If you did a transfer of services to your new address regardless of the installation process your login information would have definitely moved to your new account. If you could close all Xfinity apps and windows in your browser and clear your browser cookies if possible and try again. 

If you are still running into the loop or you receive an error message please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

user_807df7

Visitor

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3 Messages

Clearing browser cookies seemed to do the trick. Thanks so much! 

3 years ago

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