dlemory's profile

Frequent Visitor

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13 Messages

Tue, Apr 5, 2022 4:46 PM

xFi site "going away"?

I see this when I login to the xFi website:

"The xFi website will be going away on 06/07/22. You can still enjoy the same great features by downloading the free Xfinity xFi app to manage your WiFi and devices. Get it now on the App Store or Google Play."

That's a terrible idea!  Why would you do that?

Contributor

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50 Messages

2 m ago

I gotta side with this.

I use the xFi site on a PC way more than I do the app, especially when I notice a slowdown, I can pop open a new tab, load up xFi and do a quick gateway speed test. Way quicker than fumbling with my phone.

Visitor

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3 Messages

@Hemingray42​ seeing how my app says my gateway is offline and website sees it up and running fine right now I can only use the website to access everything 

Visitor

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4 Messages

2 m ago

This is ridiculous. They need to bring back port forwarding directly on the router page then, because no way I'm managing port forwarding through a tiny screen on my phone. I use xFi site 100% of the time on my desktop computer.

Visitor

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6 Messages

@nav_816cb7​ I agree, it's an awfully bad change.

Visitor

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1 Message

@nav_816cb7​ I completely agree with you, the only reason i use the xfi site is to manage my port forwarding. There is no way in hell im going to use a phone to manage a network

Visitor

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2 Messages

2 m ago

TERRIBLE !!!

   I have ( and prefer )  a simple flip phone. (not a smart phone.. a dumb phone ( it makes phone calls ;)

The web site is the main access , payment, and problem solving to the account.   It works,, and works well.

When the site shuts down,,  (6/7/22)

I might be looking else wear for service. 

Boooo  !!!     Poor business choice.

NOT happy.

Visitor

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2 Messages

2 m ago

Yeah it seems like it is time to move away from Comcast.

XfinityChe

Official Employee

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6.4K Messages

We're sorry you feel this way, @user_xib047. We'd hate to see you go! We love to hear positive feedback on how we can make things better for our customers. Please use this link to provide a suggestion and your reasons why you feel this site will be beneficial for you and others moving forward. Sometimes providing this type of feedback can help determine the changes that we will make to ensure our customers experience is one of the best. I hope this helps. 

(edited)

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Regular Visitor

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3 Messages

I usually print remittance notices for my records that I receive through my email account. 

How am I to do this using the app?

Official Employee

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220 Messages

You can take screenshot of the application and save the picture file for your records. 

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

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3 Messages

I could, but I also print out a hardcopy for my records which now is going to be difficult.

The screen of my phone is a lot smaller than that of my computer; this is a bad idea!

pmv1631

Frequent Visitor

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36 Messages

@user_xib047​ I agree. 

Official Employee

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172 Messages

2 m ago

Hi @dlemory! I appreciate that you reached out to let us know this feedback about the xFi website. We've made this change because the Xfinity App is now the best all-in-one resource for managing your WiFi! Including speed testing, troubleshooting with the Xfinity Assistant, and 24/7 support!

dlemory

Frequent Visitor

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13 Messages

@XfinityCassandra​ 

I disagree.  This website has this forum.  The phone app doesn't.  I can easily navigate and switch windows, because it's a laptop screen, not a tiny phone screen.  There's no value added to customers experience by you taking away the tools we've been using, especially just when it's getting fully functional.  Please tell whoever thinks this is a good idea to rethink it.

Regards,

[Edit: Personal Information]

(edited)

Official Employee

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172 Messages

I'd be happy to pass along your feedback about this change, thank you for letting us know!

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

Please do. This is a terrible idea. I want connectivity on all my devices, not just on the devices xfinity tells me I can have it

Visitor

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13 Messages

@XfinityCassandra​ I don't know who gave you the idea that using the phone app was the best way to access your modem when it clearly is not the case. I barely ever use my phone. What about the customers who only have flip phones like me? I don't use apps I use my pc. Wish I would of known this before I passed my first month of service and locked into the contract.

Visitor

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1 Message

this is stupid! And...I can't even find the [Edited: "Language"] xfi app on my iphone app store!!!   VERY BAD!!!!!!!!!!!!

(edited)

dwwicks

Regular Visitor

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11 Messages

2 m ago

Count me in as opposed to the Xfi website going away.  When I am working on my PC I want to be able to use it to manage my xFi.  Large monitors, easy window management, more convenient and ergonomic keyboard and mouse are all reasons that I find the PC environment infinitely superior to a phone environment.

Visitor

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1 Message

1 m ago

Very bad idea removing the xFi website. I hate xFinity. The only reason I switched to them from AT&T was for the 1200mbps internet. I had a whole bunch of issues with the cable box getting error codes on the screen so I canceled TV service and went with Flex streaming instead. Also had internet connection problems where my speeds would drop down to less then 100mbps when it should be closer to 1200mbps and customer service agents always "accidentally" removing one of my streaming boxes from the account when I should have two. This always happens when I make a change like add or remove a service. Now they want to remove the xFi website? Dumbest idea ever! I use the website a lot more than the xFi app. As soon as AT&T offers fiber internet in my area, I'm switching back to them and say goodbye to xFinity for good. 

(edited)

llllynch1

Frequent Visitor

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17 Messages

@MTK408​ FYI - I am not affiliated with Xfinity.  I had the same problem as one who pays for and uses two DVR boxes with service to the second for extra storage.  The issue is hard to explain and it went on for about 6 months.  Every time someone would restore the recording service to our second box someone else removed it.  The fix was to have them start over; delete the grandfathered plan and give us the current equivalent; the price did not change.  Xfinity systems did not allow the old three-tier plan to function properly because the double box setup was not an automatic component.  This was a glitch and the workaround did the trick (for now!)

llllynch1

Frequent Visitor

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17 Messages

1 m ago

Complain to Tom Karinshak, Executive Vice President and Chief Customer Experience Officer here:  https://support.xfinity.com/svp-contact-form.  I agree with everyone.  Older folks, those with disabilities, and we who do not have smart phones are at a disadvantage with this change.  To eliminate an app is one thing because most who use WiFi also have a computer.  To eliminate the tool needed to properly monitor the service that runs it makes no sense.  If I could download an app onto my computer, I would not complain.  But to make it more difficult to use and monitor what we pay Xfinity for?  That is unacceptable.  This is poor customer service, presumptuous, and insulting.  This is yet another hidden price increase as they eliminate the easiest way to monitor and fix the multitude of problems an Xfinity customer faces.  To Xfinity - if we all could work from our phones we wouldn't need your Internet access. 

dlemory

Frequent Visitor

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13 Messages

@llllynch1​ Thanks for the link.  I put my original comment in the "form".  Who knows, he may actually care what we all think.

llllynch1

Frequent Visitor

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17 Messages

@dlemory  You're welcome.  I am considering sending him the copy of my 1.5 hour chat to see what a customer experiences when they have a simple and general question.

(edited)

pmv1631

Frequent Visitor

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36 Messages

@llllynch1​ Thanks for the link. I sent Tom a message. However, thinking that Xfinity cares is a fool's errand I believe. I honestly believe that they could get messages from EVERY customer they have, and they would still do whatever they want. They just do not care. I was one of their biggest fans. It seemed they had changed the atmosphere they had when they were listed as one of the most hated corporations in the U.S. It seemed that they actually cared. However, now it looks like they want to go back their old ways. Unfortunately, there is nothing anyone can do about it. Sad Really. 

Visitor

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6 Messages

@llllynch1​ I totally agree. I am retired and still haven't gotten a "smart phone". I am not interested in using an "app" to be able to deal with my xfinity internet service, they make it impossible for folks like me to enjoy what services I pay a high price for. Xfinity does not appear to care, and they make it a hassle. Seems like they truly do not care.

New Poster

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2 Messages

@llllynch1​ I tried to use the form several times. It appears to be disabled.

Visitor

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1 Message

1 m ago

This whole thing is mind-boggling. First they take away the ability for the modem to set advanced user settings like port forwards. And now we can't even use our PC's to do such simple things? Why did we even switch to comcast in the first place? I want out!

Official Employee

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229 Messages

@jlk1988 Hello and thank you for reaching out. I am so sorry to hear about this negative experience you are having with your Xfinity services, this is of course never the experience we want for you, or any other loyal, valued member of our Xfinity family. I would be more than happy to help in any way I can. To continue, 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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

1 m ago

"The xFi website will be going away on 06/07/22. You can still enjoy the same great features by downloading the free Xfinity xFi app to manage your WiFi and devices. Get it now on the App Store or Google Play."

This is a terrible idea.  A web page is much, much easier and more convenient to use to manage my Comcast/xfinity account compared to a phone app. 

If/when you eliminate the xFi website in early June, you can count on me switching to AT&T fiber optic internet.  

Visitor

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1 Message

1 m ago

Why is website being dropped?

dlemory

Frequent Visitor

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13 Messages

@user_81392a​ Here's what the people who answer such questions say:

"Decisions like this are never easy to make since there are will always be some users who are affected by any adjustment to services. However, before the decision was finalized, we completed a thorough review of the website, including number of users actively using the site versus the app and a variety of other details. Based on our complete review, we made the decision to retire the website and continue providing these features via our Xfinity app."

In other words, it increases profit, eliminates employees, and customers just have to take it.

Official Employee

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185 Messages

That is a great question!
We've made this change because we've made many of the same features on functions that are available via the website, all inclusive on our awesome Xfinity Application available on both Android and Apple products! 
Feel free to check out the following link to view some of the cool features offered, as well as the links to download the application as well!
https://comca.st/3MeC3k8

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
llllynch1

Frequent Visitor

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17 Messages

@XfinityChelseaA​  The app does not offer the same features, such as a chat option when one's problem is not available from your Xfinity assistant list.  Using an app on a tiny phone is cumbersome and ineffective. It prevents those of us who do not see well from being able to read and navigate.  Unless your customers have a smartphone they are out of luck. You diminish assistance for a large portion of your customers.  Please do not assume that an app works for all of us.

Official Employee

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452 Messages

We really appreciate your feedback. We will continue to improve and make changes for the best. Thank you for letting us know the issues regarding this change. If you have any questions regarding your services or account please let us know so we can help right awsy. 

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

@XfinityChelseaA​  I don't have a smart phone though and don't want one.  I'm very confused about this.  Will I still be able to access my email from my laptop?  I work on my laptop, not a tiny phone.

llllynch1

Frequent Visitor

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17 Messages

1 m ago

Today I was forced to use the app because I lost internet, TV, and phone services. Though there was an electricity outage in my area, it did not impact me. The app said that I may be part of an outage (I was not) and I could only sign up for a text when restored.  The app is designed to have you deal with a predetermined set of questions through the Xfinity assistant. Unlike the website, it does not allow you the option to chat with a person. Because my situation fell outside of their standard options, it was useless.  

Official Employee

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452 Messages

Hi, I understand you have service issues. We can look into your concern. Please send us a private message so we can assist. 

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
llllynch1

Frequent Visitor

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17 Messages

Though my TV, internet, and phone services eventually returned, the app was useless in trying to determine the problem. It did not give me personalized information or an auction to customize my question. I need to be able to use a website and not a poorly designed app.

AlexCoe

Visitor

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12 Messages

Xfinity Ahsley: this is not a personal concern: this is clearly an issue for many people, and isn't going to be fixed by a tech support person. It's an Xfinity corporate policy issue.

Visitor

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1 Message

1 m ago

As someone who has vision issues, and can't read a phone screen easily, what am I supposed to do? File an ADA complaint?

llllynch1

Frequent Visitor

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17 Messages

@user_c1a519​You make an excellent point.  

Visitor

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1 Message

1 m ago

What a dumb, dumb, dumb idea.  Apps are great for simple predefined issues, but you have to scroll back and forth around the screen to read everything.  Websites are so much easier.  I will give the app 10 seconds to solve my problem.  If it can't solve it, I am clogging their phone lines.  All Comcast cares about are metrics, I suggest we increase the most expensive metric in their customer service platform.  In all probability this is the push I needed to jump to WhipCity Fibre.  

Visitor

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1 Message

1 m ago

Looks like discrimination against those without smart phones.  I'm glad my mother doesn't have Xfinity.  Luckily her cable/internet company understands their demographic and isn't willing to make things impossible for them.

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