Visitor
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1 Message
Upgrade for this experience.
Xfinity app is not working for me. I just moved my services to a new home. Every time I try to login it shows me an error message that says “to access xfinity, you’ll need to upgrade your service/equipment”. I have tried uninstalling the app and reinstalling: does not work. clicked upgrade now: takes me to a page where I choose my address, I chose it, then it took me to some page that says I don’t have access to… tried to sign out and sign in multiple times but does not work either.
XfinityAntoine
Official Employee
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1.4K Messages
3 years ago
Hello @Cmestre17! Thank you for taking the time to reach out and being part of the Xfinity family. That sounds like it could be a User ID issue. I'd like to take a look at the account and see what I can find. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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Aberhannu1
Visitor
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1 Message
3 years ago
I have the exact same issue. Also just moved. What is the solution?
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user_4055a8
Visitor
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1 Message
3 years ago
I’m having the same problem. I can’t use the app to manage my Wi-Fi because it’s telling me I need to “upgrade” even though I just moved and bought a new modem so my roommate can work from home better.
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user_082cac
Visitor
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1 Message
3 years ago
same problem here. can’t get it to work i just moved too
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user_efac83
Visitor
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1 Message
3 years ago
I’m having this issue as well. I clicked “Upgrade Now” and it told me I have the most up to date devices. I’m not understanding why tho sis happening. I’m simply just trying to set up an XFi pod.
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user_e6c300
Visitor
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2 Messages
3 years ago
Same issue here, haven’t been able to use the new equipment I got at all
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user_98a4f1
Visitor
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2 Messages
3 years ago
have the same problem after moving my service to a new address. What should I do?
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user_5e1611
Visitor
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1 Message
3 years ago
Hi Xfinity, I have the same problem as well. I want to Xfinity store and they told me to call Xfinity service and I called service but not being solved. Can you help me ASAP?
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user_andyS
Visitor
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1 Message
3 years ago
I have the same issue. I upgraded to the latest gateway to resolve it but the app still says I need to upgrade.
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user_6c6be6
Visitor
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1 Message
3 years ago
I am having the same issue as others in this post. I recently moved service address, at which time we upgraded our equipment. The app is telling me I need to upgrade the service/equipment to access the app. I contacted Xfinity support a few weeks ago and they said I had the most updated equipment and to “give the app a couple of days before trying again”. Based on the responses above, I’m thinking the issue is that my account is still linked to my old address. I cannot figure out how to take that old address off of my account. Could you please assist? Thank you
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user_618439
Visitor
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1 Message
3 years ago
I have the same issue. It's really poor setup & customer service that your app does not allow you to fix this on your own. I am fairly positive my account default is my old address.
If this takes a long time, it might be time to switch to sonic.
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user_9cef07
Visitor
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1 Message
3 years ago
I have the same issue. I am getting this message when I try to log in.
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user_9543e1
Visitor
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1 Message
3 years ago
I'm having the same issue, what is the solution?
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user_bba473
Visitor
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3 Messages
2 years ago
What is the fix for this?
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user_2b50e5
Visitor
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1 Message
2 years ago
I'm having the same issue. I've spoken to 2 different reps and neither one has resolved the issue. Actually the first rep upgraded my service and added $25/month on my bill which I thought kinda [Edited: "Language"]. Oh and the 2nd rep. Said they're fixing the technical issue with the app and to try logging back in an hour. Hour and half later...same issue. C'mon Xfinity....be better.
(edited)
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