"Something went wrong" isn't a particularly helpful error message

@user_1bqas4​ I returned my modem and got new equipment, then I had the Xfinity tech support people do the whole setup remotely and it worked. I’m still convinced the problem lies with the app but I managed to get functioning internet service this way. 

Greetings, @Rmakos! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues logging in to the Xfinity app, but you have definitely come to the right place for assistance.

The Xfinity app uses the native browser on your device (Safari for iOS, Chrome for Android) to authenticate the account, but if your browser thinks your account still has the old setup, it may cause issues. Are you able to log in to your account by going to https://login.xfinity.com through your web browser directly, or does it do the same thing?

Lost power for month with Hurricane Helene. Power restored but now internet doesn't connect to laptops.  Works on 2 iPhones.  Took gateway into local office, they exchanged it for a newer one.  Went through all the steps required to log in, put in my ID, password, 1 laptop connected, other one did not.  Was on the phone with CS for hours, literally, then  was switched to Tech Support team, after 2 hrs they said "We'll call you back in 2 hrs."  Stayed up another 2 hrs and NEVER got a call back!!

Went back to Xfinity office next day; gave me a different gateway White w/silver band.  Tried it, following all the steps required. Now the newer laptop connected but not the older one, but after it connects and says "Connected and secured" then try to go to a webpage and it drops the connection!  Been happening for a week now.  NO RESOLUTION from Xfinity or their tech support. Today they said "We can send a technician out to check out your devices and connections for $100.  NO thankyou, I want to you fix the problem at YOUR expense.  Also get a message when connecting that says "Some information changed since the last time you connected. We need additional information to complete the connection."  BUT, it doesn't tell you WHAT information is needed. That's ridiculous.

Hi there, user_m5xdsl! Thank you for reaching out about your connection. I apologize that has not been working and that the modem replacement has not helped. I know that is frustrating to go through.

When a piece of equipment is changed out, for the next 30 days a Technician Recovery visit is set up and that has the $100 charge.

We understand in certain circumstances that the modem was changed as a troubleshooting step, but the root cause of the issue is not the self-installation or inside wiring. In situations like this, we have to place a credit on the account to cover the visit charge once the visit has taken place. When you get your billing statement it shows the charge and credit making it free. 

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

Here's 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

@XfinityVictor​ I've spoken with multiple Xfinity staff who have no suggestions other than to uninstall and reinstall.

Hello @2OrMoreCharacte, thank you for taking the time to reach out on social media.  I understand your concern with the app, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's 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

Same here.  I'm so sick and tired of comcast.   All they do is push software and tech without testing it.

Same here.  I added the 8 series router and the last step succeeded to activate and then immediately got this error.  Cannot use the app on my ipad or iphone.  I can successfully log in to the xfinity web site.

Hello, @user_d53suv. Thank you for your comment. Can you try rebooting your Xfinity Gateway and then try again? That has helped others get past this error.

Exact same problem here. Got a new Xfi modem/router for 2gb service and just set it up. Internet is working, but the white light is blinking, and the xfinity app crashes exactly as others have noted here.

Wow sounds like a massive bug with new modems or app itself.  Can't get stuff reconnected to the new network without access to the app so this is pretty brutal. 

Same. Can’t setup the internet / device without the app. Couldn’t get it to be activated remotely either. Only solution they had for me was to set up a tech appointment. Seems to be always something when doing anything with Xfinity. 

Our engineering team is aware of the issue "Something went wrong error message when trying to go into the Xfinity App for customers with XB8". They are working toward resolution.  

Thank you for sharing your experience. I completely understand your frustration, and it’s clear you’ve been through an unnecessarily long and exhausting process. Working through a chatbot to finally speak to someone, only to go in circles with support teams, is not the seamless experience anyone should endure.

It’s good to hear the technician was helpful and confirmed the issue wasn’t with your speed. We have some awesome techs, and I know we can always count on them. Your time is valuable, and we'll work hard to resolve the issue quickly and efficiently.

Your feedback is essential, and I’ll ensure it’s passed along so we can work toward improving these processes. If there’s anything more I can do to assist you or follow up on this app issue, Please don’t hesitate to let me know.