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Visitor

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6 Messages

Tuesday, March 14th, 2023 11:21 PM

Closed

Xfinity app only displays a blank white page when checking data usage and attempting to use Xfinity assistant

I'm attempting to get use to the new app, seeing as the 'Xfinity My Account', which works perfectly, is being discontinued. However, the thing I actually use the 'Xfinity My Account' app most for; checking my data usage, won't work.

When I open the app, everything is normal but when I select 'Account'>'Data Usage' it changes to a white screen which has a loading animation (gray circle with the "..." in it) and then it then it changes again to an entirely white page and it does nothing, no matter how long I let it sit. No animations, an entirely blank white page. This exact same thing happens when I select the text bubble icon (top right when on the homepage of the app) which I believe is called Xfinity Assistant.

I have already logged out and logged back in. I have already uninstalled the app and reinstalled it. I am using a stock Android Pixel 6a.

Frequent Visitor

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12 Messages

1 year ago

I have the exact same problem. Also Android, Samsung S21. Really glad they are pushing people off the login looping website to a non-functional app.

Official Employee

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1.5K Messages

1 year ago

Hello @user_fc6c0a! Have you attempted to clear the cookies and cache? Then sign out and back into the app? 

Visitor

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6 Messages

@XfinityThomasC​ 

I just cleared the Xfinity apps cache, signed out, signed in, and the issue remains. I then cleared storage (deletes all app data, including files & settings), signed in, and the issue remains.

Problem Solver

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567 Messages

@user_fc6c0a Thanks for trying that for us. This isn't the experience we want you to have, and I know it's upsetting. We'll get to the bottom of this. Have you already attempted to view your data usage on our website? If so, do you see it there, or is it the same?

I no longer work for Comcast.

Visitor

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6 Messages

Yes, I see it on the website, but the app should function properly, especially on a new phone running up to date software. Xfinity is the one discontinuing an app that functions properly and telling me I have to use the new Xfinity app. The least the new app could do is actually function as intended so I don't have to get on a browser to see my data usage. That's the whole reason account apps exist.

Official Employee

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1.5K Messages

@user_fc6c0a Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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6 Messages

I did some troubleshooting and found the problem and a temporary solution. The problem is the Xfinity app uses the Android phones browser to show certain pages, like the data usage page and the Xfinity support chat (Xfinity Assistant). Well, I don't use Chrome, the default Android browser. I use Brave (a Chrome variation) which I downloaded from the Google Play Store. When I switched my Android Default Browser back to Chrome the app worked properly, showing me the data usage page and Xfinity Assistant page.

Now, that doesn't truly help me because I don't want to switch back to Chrome as my default browser on my phone. But if I don't, the Xfinity app will continue to be broken. So, for now I will check my data usage using another method and hope that Xfinity's app development team is informed about this lack of non-Chrome browser support and they in turn add it to their development schedule. There is no reason the Xfinity app shouldn't be able to use Brave (or the other Android browsers found on the Google Play Store) in the same way it uses Chrome.

Frequent Visitor

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12 Messages

1 year ago

How would clearing cookies and cache fix your app?  Either way, didn't work. Now what?

Visitor

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6 Messages

@DimParameter​ See my most recent comment in this thread and check and see if that is the cause of the problem for you as well.

Frequent Visitor

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12 Messages

@user_fc6c0a​ yeah same issue. What a joke.

Frequent Visitor

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8 Messages

11 months ago

Default browser needs to be Chrome and if not then the app doesn't work. I'm sure a competent app developer could fix this. 

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