New IOS Xfinity App does not show data usage

@XfinityVanessa​ The new app does not show usage data, it's broken. Now I am getting email that the My Account app will go away in April.  This is unacceptable. Do not, I repeat, DO NOT remove the My Account App until you fix the Xfinity APP.

@user_pppa27 We are still making changes to the Xfinity app to ensure that when the My Account app is no longer in service the Xfinity app is able to provide the complete customer experience. 

Hi, thank you for reporting the issues you are experiencing with the Xfinity app. I check my usage often, so I understand the concern. Can you please try to uninstall and reinstall the app? 

That did not solve the issue. After uninstalling and reinstalling the app I’m still stuck in the Xfinity Assistant loop (screenshots above) when trying to access my data usage

I appreciate you trying that out! Can you please send our team a DM with your full name and address to troubleshoot with you? 

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

 - An "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 was just told on DM that the new app isn’t able to display data usage for customers that supply their own modem. How is it that the current app, that is being decommissioned, is able to display usage but this new app will not? Seems like a step backwards forcing me to use an app that provides less features. 

We would like to help troubleshoot. Please send us a private message.

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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

@user_1ada6a​ Did you check for any app updates?

@user_1ada6a thank you so much for letting us know you are running into a similar issue when checking your usage online. Have you by chance attempted to check here https://customer.xfinity.com/#/devices#usage This is a direct link to your account page with your data usage. If you have any issues viewing it from a mobile device make sure it is showing you the desktop version of the page. 

@user_pppa27. Sorry for the confusion. Data display is for all accounts and modems. Any issues with the app not loading is a technical issue and calling the CSA team is the best firs step. If you have called them with no resolution, let me know

Thanks Ethan. Just letting you know that I followed Ashley’s instructions above to delete and reinstall the app. This didn’t solve my problem. I then followed the steps to DM Xfinity Support. It was during this session that I explained my issue. I’m able to view usage on the website and the “old app” but am stuck in a loop with the Assistant when trying to access it via the new app (see screenshots in original post). After asking me to check usage on the website (which displays without issue) I was told by support that usage is not available in the app for customers with their own modems.

@user_ed9708​ this was what support relayed to me via a DM.

@EZ_Rhino. I understand that and read everything. Our CSA team handles data concerns of all kinds. That is why if you want to take the steps to help fix it we appreicate trying to call them to help provide a faster fix. The more tickets we get, the faster issues are worked on. In the end, it wil be fixed, but faster is better. 

@maltomar​ I’m still able to a access usage via a web browser. Unfortunately it’s not as clean or as good of an experience as accessing it via an app. 

@EZ_Rhino I understand and why I apologized for the confusion. xFi is not compatible with owned modems, but data usage is a feature of its own. If owned modems did not work with data the website would not work as well. The CSA team number provided to you is the best first step for data concerns. If they can't help, let me know. 

@XfinityEthan​ I just downloaded the latest version to my iPhone and it's still broken.  Contacting your CSA team doesn't do any good.  Logging out, deleting and reinstalling makes no difference, and the old My Account app works just fine. 

@maltomar You should be able to see your usage through the web browser even if you have your own modem. 

Hello, thank you for reaching out to us. We are in the process of phasing out the My Account App and moving everything to our Xfinity App. While we are working on moving everything over you can still use your My Account App in the meantime. Did you have any other questions or concerns we can assist you with?

@SureB​ That's pretty much the same experience I always encounter when I have a problem. I refer to it as being on an endless merry-go-round! You talk to this person, or that person, or another person, and they just keep having you do the same thing over and over. And I agree, the app is horrible.