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user_5f1c78
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Monday, September 5th, 2022 3:13 PM

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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.

Question

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Updated 

2 years ago

16.4K

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user_6b1a91

Visitor

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1 Message

2 years ago

Yes, this is a very frustrating problem.  The activation process is bottlenecked through the app, but whenever I try to sign in to the app I get the message, "sorry we're having trouble" with a number to call.  When you call the number, it says to activate using the app.  It's a maddening loop.  Went to the store today for help and I waited for an hour for someone to tell me the app is glitchy and I should call the activation line to bypass the app.  That number is also a robot that says I need the app.  Talked to a nice guy in India, and he troubleshooted my modem and restarted it, and then disappeared when I said I wasn't able to login to my app to activate the modem.  There has to be a better way to solve this.  Please help.  I don't want to spend any more time fishing for real people in a sea of bots.

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user_a50a96

Visitor

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3 Messages

2 years ago

Same issue here. This is ridiculous. 

3

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CCAnna

Problem Solver

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874 Messages

We appreciate the time you have taken to reach out to us @user_a50a96. It sounds like you are having trouble with our app. I see you have commented on a few posts (mobile and app), but it is a little unclear what app you are having trouble with. Are you attempting to activate a cell phone and running into issues, or a cable box/modem? Have you tried the basic troubleshooting steps others have outlined (uninstalling and reinstalling the app)? Are you able to use the web portal instead of the app? Have you tried a different device to use the app? I am sure working together we will get to the bottom of this. 

 

Moving forward, please create a new post detailing your issue so that the community and our support representatives can assist. The best communities have most conversations happening in the public boards. When interacting with an employee we will always try to keep as much of the conversation in that public thread.

I no longer work for Comcast.

2 years ago

0

Vivabop

Visitor

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3 Messages

It’s the purple Xfinity app . We can’t get past the login

2 years ago

0

XfinityJeniece

Official Employee

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2.4K Messages

Hey there, @Vivabop, thanks for reaching out through Xfinity Forums regarding the issues with the app. We would be happy to help you with getting you logged into the account. Have you tried any troubleshooting steps?

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

2 years ago

0

user_ed6895

Visitor

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1 Message

2 years ago

I am having the same issue. I just received my equipment in the mail and when I try to log into the app, it gives me the same "Sorry, We're having some trouble" message. I know I am using the correct username and password because I have no trouble logging in to the xfinity website. I tried calling and kept getting computer generated messages to log in to the app to set everything up. Its so frustrating. 

2

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Metalyx

Visitor

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3 Messages

@user_ed6895​ I have had the same issue, but I got my equipment at the xfinity store. The worker at the store activated my account and after 15 minute issue has disappeared

2 years ago

0

XfinityJessicaA

Official Employee

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330 Messages

Hello @user_ed6895 We appreciate you taking the time to reach out to us today. I know how important it is to get your new equipment activated and we'd be happy to help. 

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

2 years ago

0

user_1df68c

Visitor

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1 Message

2 years ago

I have the same issue.  The app won't work.  I installed the new wireless modem and went to try to activate the pods with no luck.  Was on the phone withs support and they didn't know Comcast sold these devices.  Terrible service

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Vivabop

Visitor

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3 Messages

2 years ago

I’m having the same issue. Spent all day on the phone and they said this is a “new issue” being brought to their attention. I call BS

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user_d69d65

Visitor

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2 Messages

2 years ago

I am having a similar issue. I have been on the phone with 2 customer service agents who talk nonsense but no resoluiton. This is unbelieable. I just signed up with Xfinity, I am already regretting its customer service and their responses. It's aweful. 

1

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Vivabop

Visitor

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3 Messages

@user_d69d65​ hang in there! I had this issue last week, it went away 48 hours later and I was able to set up all my cameras then. They gave me a credit in my account to make up for it, and we haven’t had any issues since. ❤️

2 years ago

0

user_db526a

Visitor

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1 Message

2 years ago

Same issue here. Tried all the suggestions here and Xfinity support is clueless.

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user_675ab1

Visitor

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1 Message

2 years ago

Having same issue and still can’t watch nbc. Done all the troubleshooting and still get the message. Sick of it

1

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CCMike1

Official Employee

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933 Messages

Hi there, I would like to look into this, can you send me a direct message with your name and address? 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I no longer work for Comcast.

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

2 years ago

0

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