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user_ylk23f
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Tuesday, October 22nd, 2024 7:59 PM

No Details in Xfinity App

I have been an xFi customer for years. The past 2 weeks I have had constant outages. A modem was replaced and now the app is showing no details about my modem, pods, or connected devices. I also get a warning that my bill is passed due, but when I click to fix it, it shows a 0 balance. 

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22 minutes ago

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j8j8j8jj8

1 Message

4 months ago

just as same as me. Today replaced a new modem, tried to set it up. It worked at beginning, but after 1 hour, theres somehow only 2 icons "Overview" and "Account", from overview i can see "Your bill is past due". and I can not access my modem since there isnt any options about it. Talked with online support chat, and the guy didnt understand what i was talking. Can anyone help?

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CarlieMae

1 Message

Did you figure out how to fix this? I am having the exact same issue, tech came gave me a new modem and now my app has nothing except bill past due with. $0 balance the overview and account tab. My son's phone is paused and I can't unpause it. Customer support is just about as helpful as my wall. It's extremely frustrating.

(edited)

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1 month ago

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XfinityThomasC

Official Employee

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2.3K Messages

Hello, @CarlieMae your issue with the Xfinity App may be linked to a known issue our engineers are working to resolve or trouble with your modem. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

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

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

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1 month ago

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user_fjapbp

1 Message

I’m having this exact issue, any help would be greatly appreciated. 

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2 days ago

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XfinityJeniece

Official Employee

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2.8K Messages

Hey there, user_fjapbp, thanks for reaching out through Xfinity Forums regarding your connection. We would be happy to help you with getting the new modem working properly for you. Have you tried any troubleshooting steps already?

 

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

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22 minutes ago

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