U

Visitor

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2 Messages

Sat, Sep 10, 2022 3:00 PM

Xfinity app constantly shows "You're already signed in as: username" when log in

I try to log in to xfinity app to set up my modem. After I input my username, password and verification code, the app shows "You're already signed in as: username" and a continue option. When I hit the continue button, the same page appear again. 

I logged in to my account on website and it has no issue.

Any idea how to make the app work? Thanks.

Visitor

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1 Message

3 months ago

Same issue, no fix. I would really like to set up internet.

Official Employee

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616 Messages

This definitely can be aggravating and for that I do apoligize. I believe I may know what is causing this, however I will need to locate your account first to confirm, @user_dbc478. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Peer to peer" 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

3 months ago

Having the same issue.  Just purchased today and cannot log in to proceed with set up.  Definitely has me leaning towards returning everything and canceling all ready,  quite sad.

I have all ready Uninstalled the app, cleared cache, cleared cookies...nothing has worked.

XfinityAbbie

Official Employee

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1.2K Messages

@RaddyXfi Hello and thank you for taking the time to reach out. Sorry to hear you are having issues logging in. I want to help. 

 

Can you please reach out through the direct messaging chat icon (by clicking on the chat icon on the top right of the page) with your first and last name, name on the account if different, and service address?

  • Here's how to "send that direct message";

Click "Sign In" if necessary.
 
Click the "Direct Message" icon  in the upper right corner or https://comca.st/3SlL0Lo; 
 
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

Hello. I have this same problem. I have installed, deleted and reinstalled the Xfinity app 3 times. I’m using my phone and tablet (iPhone 12 Pro and iPad Air2). I cannot get into my account. It says I need to log in and then says I’m already logged in, an infinite loop. Please help. Thank you.

Visitor

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2 Messages

3 months ago

Follow-up:  I too was setting up a new account and new equipment.

There is no fix or workaround in the app.

You have to get in touch with Customer Service and say it's an installation issue.

I talked to 3 different people.  The third one manually set up my wi-fi and once my wi-fi was working, then the app worked.

So, the app is useless for setting up new equipment.

XfinityOtto

Official Employee

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398 Messages

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

3 months ago

I have the same issue, despite reinstalling the app and restarting my device several times.

Visitor

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1 Message

3 months ago

Same issue here. Just created a new account. But can't activate my device via App. I can't even log in to my app.

It keeps me in a "you're already logged in as" loop 

Official Employee

 • 

3.3K Messages

Hello @user_a341ba
We would love to take a closer look into this issue for you.
Please send us a DM with your first/last name and service address so we can help.


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 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

 • 

1 Message

24 days ago

I am having this same issue. I have tried multiple browsers, uninstalled the app and reinstalled it . No luck

Official Employee

 • 

237 Messages

@user_418559, Please let us know if you are still having issues with the app. 

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

 • 

1 Message

22 days ago

I'm having the same issue. My iPhone works without much thought. My Android is stuck on the "You're already signed in as:" message.

Question: My iPhone is a phone I got through Xfinity. The Android is another phone that has Google Fi as a Cell provider. I don't know why that should matter.

(edited)

Official Employee

 • 

1K Messages

Hi there! If you need assitance, please create your own post describing your issue and asking for assistance. Thank you! -Airelle 

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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