Visitor
•
1 Message
Xfinity app stuck in activation loop
every time I open the application the only thing I see is activate new equipment. I can click on activate or sign out. I have uninstalled and reinstalled the application. I’ve also signed out then sign back in, but nothing works. Every time I login it immediately shows the activate new equipment screen and I cannot get past it. The new gateway was activated using the Xfinity app, so I don’t know why it’s stuck in this loop and why uninstalling and reinstalling did not work.
XfinityJessicaA
Official Employee
•
330 Messages
2 years ago
Hello user_b9873 We appreciate you taking the time to reach out to us today. I know how important it is to ensure you are able to access the app and I'd be happy to take a look. Please send me a DM with your name and full address by doing the following:
Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.
0
0
Ms_Tessie
Contributor
•
23 Messages
2 years ago
I have done everything that original poster did as well as spent at about four hours total on the phone with Xfinity today and customer support was not even able to reactivate my old modem since it failed miserably at trying to activate my new modem/router, an approved device compatible with Xfinity. My old modem was working fine this morning until I received a phone call from Xfinity that they had solved an issue at their end (presumably related to the failed activation of the new modem/router), so I tried to activate my new modem/router a second time and disconnected the old modem. BIG MISTAKE! In the end, Xfinity is sending out a technician to fix the problem in a few days, but in the meantime I would really like to fix the issue on my own and restore my Internet service. What is particularly frustrating is that there are many many threads like this one regarding the useless App and circular loops of not getting anywhere between the App and agent bots and reinstalling the app, and Xfinity never posts how the issues in these numerous threads were resolved for the original poster, which would benefit the entire community.
1
0