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

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?

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?

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 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.

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

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

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? 

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? 

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? 

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. 

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

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. 

@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?

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 having the same frustrating issue myself!

@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!

@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!