Visitor
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1 Message
Xfinity App Activation - “Sorry, We’re Having Some Trouble”
I recently purchased an internet service plan, but I'm unable to activate using the app. I'm able to log in to Xfinity from the web browser, but the following errors pops up when I try to sign in on the xfinity app. “Sorry, We’re Having Some Trouble”
I've tried some basic troubleshooting such as closing and reinstalling the app, restarting phone, etc. to no avail. Customer support has been unable to provide a solution.
Any assistance would be appreciated.
Official Solution
CCJessie1
Retired Employee
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5.9K Messages
2 years ago
All,
Thank you for sharing your feedback here about your troubles with the activating equipment using the Xfinity app. The most common issue we see with this error is, customers using old account login credentials for their new account. When moving, you will need to activate your new account and set up new login credentials before you will be able to get your new equipment activated. Please let us know if you continue to experience this issue with your new login information.
For those who are new to Comcast, we ask that you follow the directions for activating your equipment outlined here: https://forums.xfinity.com/conversations/internet/answered-how-to-self-install-and-activate-your-internet-equipment/602da4a9c5375f08cd852fa4. If you continue to experience issues with activating your equipment, please reply to this post with exactly where you experienced the issue and information to any error messages you receive. Screenshots of what you see would be greatly appreciated. This information will help us better to identify where the failure is happening and how we can assist.
Finally, we ask that you please ensure both your phone and the app are on the latest update. This ensures any bugs or issues that may inhibit your ability to activate and install your equipment yourself. If you simply cannot get the app to work, you can also try activating your equipment online at Xfinity.com/activate.
Thank you again for your feedback. Please let us know if you have any other concerns or comments you would like to share.
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EG
Expert
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107.1K Messages
2 years ago
Try calling 1-855-652-3446. That is their device activation line.
If that doesn't work for you, you can call 1-800-comcast and tell a rep that you would like to have a new modem provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.
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user_62bacb
Visitor
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2 Messages
2 years ago
Having the exact same problem as you. Xfinity's customer service has not been helpful at all
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CCDevinC
Contributor
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473 Messages
2 years ago
Hi there @user_5f1c78 ! Thank you for taking the time out of your day to reach Xfinity here on Forums! We are sorry you are having this issue with the Xfinity stream app. Do you still need assistance?
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EG
Expert
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107.1K Messages
2 years ago
Concern moved here to the Xfinity App help section.
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halcyongolf
Visitor
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2 Messages
2 years ago
This seems to be a common problem. I too cannot log into the app. I get the same error message. Xfinity is simply the worst and I feel sorry for all of us who are forced to have them as out ISP.
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JH_user
Visitor
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2 Messages
2 years ago
Yep. I am having the same issue with the app. Clearly something is broken on their end. None of the options they posted here have fixed it. Please fix your app xfinity. This is extremely ridiculous.
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noelle409
Visitor
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7 Messages
2 years ago
I have the same issue
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cameron.avi
Visitor
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1 Message
2 years ago
having the same issue right now, just got an xFi and I'm trying to use the app to set it up. Nothing suggested here has worked.
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user_72469c
Visitor
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1 Message
2 years ago
Same here. It was painful process to purchase already and now this.
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user_bcbe3c
Visitor
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1 Message
2 years ago
Having the same issue. Trying to set up my modem and can’t get into the app. Try calling the number and get told to use the app. Just switched to xfinity from spectrum and already starting to regret it. I hope xfinity customer service is at least trying to figure this out.
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user_3a3a88
Visitor
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1 Message
2 years ago
I am having the same problem, the app is not working!
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Metalyx
Visitor
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3 Messages
2 years ago
I am having the same issue. I suppose I should pick another provider?
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Metalyx
Visitor
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3 Messages
2 years ago
Same issue. What am I supposed to do with this?
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JH_user
Visitor
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2 Messages
2 years ago
I was eventually able to get mine activated once I got to an actual person in the live chat support option on their website. I would suggest the same for everyone else here!
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