C

Visitor

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1 Message

Mon, Apr 25, 2022 2:12 AM

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. 

Official Employee

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534 Messages

7 months 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?

Visitor

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2 Messages

@XfinityAntoine​ I have this same issue can I please have some assistance?

Official Employee

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3.3K Messages

Hey, @user_59861d! Thanks for reaching out to us. I apologize to hear that you are having issues with the app. Have you tried clearing out the cache/data from the device settings for the app and then log back into it to see if this corrects the problem?

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

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1 Message

5 months ago

I have the exact same issue. Also just moved. What is the solution?

XfinityRaul

Official Employee

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814 Messages

Hello, @Aberhannu1. It appears your profile may still be linked to your old account. I'd like to confirm this by reviewing your account. 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?

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

Visitor

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1 Message

4 months 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. 

Official Employee

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225 Messages

Hi there, @user_4055a8 I'm very sorry for the inconvenience you are going through due to the error message you are receiving, advising you to upgrade your modem. Can you please DM me your full first and last name along with your full-service address so that I can assist you further with your concerns.

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.
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Visitor

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1 Message

I have the exact same issue. Moved to a new apartment and got a new modem. However, when I try to connect to the internet it sends me to the “upgrade” page described above. I’ve been to a store for help and the connection looks fine on their end, but I am still unable to connect.

Visitor

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2 Messages

I have the same problem. Would like assistance on this.

Visitor

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1 Message

4 months ago

same problem here. can’t get it to work i just moved too

XfinityAaron

Official Employee

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846 Messages

Hello@user_082cac. It has been some time since you reached out. Are you still having issues our were you able to get them resolved? -Aaron

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

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1 Message

4 months 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.  

Official Employee

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975 Messages

Hey there, thanks for reaching out through Xfinity Forums. We definitely want to help you with getting your xFi Pod set up. Are you having this issue just on the app or on the website as well? 

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

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2 Messages

4 months ago

Same issue here, haven’t been able to use the new equipment I got at all

Official Employee

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343 Messages

Hi @user_e6c300,

In order to use the Xfinity App, you would need a modem rental in order to take advantage of all the cool features our xFi Platform provides. Do you currently use a modem rental or owned personal modem device? 

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.
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Visitor

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2 Messages

3 months ago

have the same problem after moving my service to a new address. What should I do?

Visitor

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1 Message

3 months 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?

Official Employee

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453 Messages

Hey, @user_5e1611! Thanks for posting on our community forums. I'm sorry to hear you are experiencing a similar issue with your app after the move. Are you getting a specific equipment error too? 

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

Visitor

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1 Message

3 months ago

I have the same issue. I upgraded to the latest gateway to resolve it but the app still says I need to upgrade.

CCMorgan

Gold Problem Solver

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3.3K Messages

Hi, user_andyS. Have you made sure you have the newest version of the app downloaded from the app store? Please double-check to see if there is a new version. 

 

I no longer work for Comcast

Visitor

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1 Message

3 months 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

Official Employee

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175 Messages

Hello, @user_6c6be6. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3SmUOoB;
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 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.
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Visitor

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1 Message

2 months 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.

Official Employee

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715 Messages

Hello, @user_618439. We want to ensure you're able to access your app. Let's take a look at your username and ensure we get it linked to your new account. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

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

Visitor

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1 Message

2 months ago

I have the same issue. I am getting this message when I try to log in. 

Official Employee

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333 Messages

@user_9cef07    I would be happy to look into your profile setting with you, it could be attached to an old account. 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?

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

Visitor

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1 Message

30 days ago

I'm having the same issue, what is the solution?

Official Employee

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813 Messages

Hi, @user_9543e1. Thank you for reaching out. I took a look at the account linked to your profile, and there are some things we need to do to help you get started. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

Visitor

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3 Messages

I am having the same frustrating issue myself!

Visitor

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3 Messages

8 days ago

What is the fix for this?

Visitor

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1 Message

7 days 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)

Visitor

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3 Messages

@user_2b50e5​ I got mine fixed after working with an xfinity employee over the phone and it supposed to be fixed I still had the same issue. Then it hit me what could cause it and that is my old account was set as the default account. So, when I went online, I could see the 2 accounts I looked and the last 4 digits and sure enough an account that has been shut off for 3 years was the default account. I swapped the default to the new account and then completely removed the old one just so it was never an issue again and I was able to log right in!

Official Employee

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400 Messages

@user_bba473 Thank you for sharing your resolution! We greatly appreciate the insight to resolve this issue over this platform, this way others can see what helped you resolve things on your side. Should you need any assistance in the future, please feel free to reach out to our team! Have a lovely rest of the day! 

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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