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KOTORARC
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7 Messages

Thursday, February 2nd, 2023 11:06 AM

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Xfinity app wants me to active already activated modem

Basically what the title says. You guys are forcing me to use the Xfinity app instead of the My Account App, but every time I start it up it asks me to set up my modem, which has been set up for years. Can't even do anything else with the dang app cause of it. I am not going to reactivate something that is activated and risk screwing anything up. I have Uninstaller and reinstalled multiple times. Any help would be appreciated. Thank you.

Question

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Updated 

2 years ago

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CCBiancaB

Problem Solver

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574 Messages

2 years ago

Hi, @KOTORARC. Thank you for reaching out for assistance with the Xfinity app. We are phasing out the My Account app and replacing it with our Xfinity app for a streamlined experience. I understand you're having an issue with the app prompting you to activate your modem. Are you getting that prompt when launching the app or are you attempting to troubleshoot the modem and seeing that message?

6

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KOTORARC

New Poster

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7 Messages

@XfinityBiancaB​ Attempting simply to launch the app. User 794 down below explained it perfectly, except I have not touched my modem because I don't want to ruin my settings. I have my own personal modem, not one provided by xfinity, if that helps.  The pessimist inside me wonders if that's going to be the cause. Cause it's not "official."

Thank you

2 years ago

XfinityAngie

Official Employee

 • 

1.4K Messages

@KOTORARC, Please let us know if you are still having this issue. We would love to help. 

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

KOTORARC

New Poster

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7 Messages

Yes, the issue still persists. My apologies, was out of town.

2 years ago

0

XfinityJamesC

Official Employee

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1.7K Messages

No problem! Thank you for getting back to us. You mentioned having your own modem, which was already activated prior to installing the app, correct? Is this the only modem registered to your account, or did you have a different modem in use before this one?

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

KOTORARC

New Poster

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7 Messages

I originally had one of your modems, but decided to buy my own to save money over time. No other modem I am aware of is registered to my account, just the one I use and have been using for the past 5 or 6 years. The only time I've tried to use the app is with this particular modem.

2 years ago

0

NMUser

Visitor

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1 Message

2 years ago

I am having the same issue

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0

user_044d61

Visitor

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2 Messages

2 years ago

Same here. Happens when launching the app. 

3

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XfinityNico

Official Employee

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553 Messages

Hello @user_044d61, thanks for letting us know you're experiencing this issue as well. Does this message come up as soon as you open the app or trying to use other features on the app itself? 

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_044d61

Visitor

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2 Messages

Just when launching the app

2 years ago

0

CCKyla

Problem Solver

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411 Messages

@user_044d61 We are making some changes to  our apps and trying to streamline our customers experience. Have you attempted to activate your modem to see what happens?

I no longer work for Comcast.

2 years ago

0

user_38bae4

Visitor

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1 Message

2 years ago

I am also having this issue.

1

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XfinityBradM

Official Employee

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655 Messages

Hey there, @user_38bae4. Are you having any issues with the internet service itself, or just accessing the service features through the Xfinity 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

2 years ago

0

user_794a0d

Visitor

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3 Messages

2 years ago

I'm having the issue as well. It happens as soon as I open the app. I'm not able to see any other screen/settings. 

When I launch the app I get circle with 3 dots in it for a couple seconds and then changes to the image below. If I click on the X to close out of it, it changes to the screen with "Activate Your Gateway" or "Sign Out".

I have done the following:

1) Uninstalled and re-installed the app multiple times.

2) Activated an already activated gateway multiple times.

3) Factory reset the gateway.

4) Signed out and back in successfully.

5) Launched the "troubleshoot modem" option from MyAccount app. I then launches the Xfinity App and goes to "Activate Your Gateway" screen again.

0

user_693a3a

Visitor

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3 Messages

2 years ago

I'm having the issue as well. It happens as soon as I open the app. I'm not able to see any other screen/settings. 

When I launch the app I get circle with 3 dots for a second then the screen blinks and I get a circle with three dots again

 a couple seconds after the image below:

My modem and service are working just fine. I just can't use the app. 

0

amstery

Contributor

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26 Messages

2 years ago

Same issue! If you are going to sunset the My Account app, it would be nice if the replacement app actually worked

I get the "activate modem" when I try to launch the app. If I exit activation, the only option is to sign out. I have a personal modem that has been activated and working fine for over a year.

3

CCTravis

Problem Solver

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546 Messages

Hello, @amstery. Thank you for commenting on this thread. It appears that this issue may have been resolved, but if you are still experiencing the issue, please let us know. Thanks!

I no longer work for Comcast.

2 years ago

0

user_fc6cd8

Visitor

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1 Message

This issue has not been resolved. It’s been nearly a month and I still can’t use the app

2 years ago

XfinityRoberto

Official Employee

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1.5K Messages

Hello and welcome to Comcast! @user_fc6cd8, I am sorry to hear that you are still having issues with the App. You are in the right place and I am happy to assist you today.  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 "Direct Message" ("Private") message:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

Let me know if you have any questions.

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_9b2f1f

Visitor

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1 Message

2 years ago

Also having this same problem. Is there a solution that isn't going to involve me spending time on hold?

2

CCTimothyA

Problem Solver

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785 Messages

@user_9b2f1f Thank you for reaching out and bringing this to our attention. I had the same issue when the transitioning to the Xfinity app. I power cycled my modem and the app registered the modem was active. Have you had a chance to try this? 

 

I no longer work for Comcast.

2 years ago

0

user_802f3e

Visitor

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2 Messages

I tried this and it did not resolve the problem. I am hesitant to re-register the modem since everything appears to be working fine right now except for the app. 

2 years ago

0

user_802f3e

Visitor

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2 Messages

2 years ago

Same issue for me and the Xfinity app was already installed and working fine the last time I used it. Now with this migration the app is not working and wants me to re-register the already registered modem. 

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user_1c92e4

Visitor

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3 Messages

2 years ago

Same issue for me on ios 16.2.  Got an email from comcast saying I need to cutover to the xfinity app, but all it does is try to force me thru device activation.  I have a comcast provided modem that has been active for 1+ years.  I wouldnt expect to have to do anything with a new app except sign in, esp since the My Account app on the same device works fine.  Seems like testing may have been a bit 'light' on the Xfinity app, at least for cases where people arent starting fresh with a new modem.

I hope theres a clean resolution to this before they turn off My Account, since its the only way to see outage statuses or report outages if my home service is down.  It gets more use then I like :-(

Open to trying things that wont result in needing to sit on hold to do or undo

1

user_1c92e4

Visitor

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3 Messages

@user_1c92e4​

SO the saga continues...After experiencing and documenting in this thread  the initial issue everyone else is having (the "3 dot shuffle" and activation issue), I tried again today and was able to log in to the new app.  IT helpfully showed me how much my current bill is.  And below the only non-sales option was to 'activate my device or modem".

They are still active and have been for a year plus.  I Went into the option, selected activate a xfinity modem, and it started to want to do the activation dance so I closed the app.  No way I am playing with that since my service happens to actually be working right now.

There is no no way I see to view the statuses of my services (like the old app). 

But BTW now when you launch the old app it helpfully says its going away, even though the new app doesnt work.

I am starting to think they arent trying too hard here....

2 years ago

0

user_99e089

Visitor

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1 Message

2 years ago

I have had the same problem and I have powered down restarted ect. And the app you want me to use does not want me to use it. 

1

XfinityRay

Official Employee

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2.2K Messages

Hello, @user_99e089 and thread. We definitely want the Xfinity app working great when the My Account app is retired. I am seeing a couple of issues being worked on with the app by our engineers but am not seeing this particular issue listed. Are you on an Android or an Apple device when using 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

2 years ago

0

user_d955df

Visitor

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1 Message

2 years ago

I also am having this problem.

0

GVlog

Visitor

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1 Message

2 years ago

Same problem here. Tried chatting with a Live Agent and he seems unable to help. He just highlights it to the backend team.

0

user_0975e3

Visitor

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1 Message

2 years ago

Same problem here. Personal modem that’s been activated for years. 

1

CCAbbie

Problem Solver

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1.4K Messages

@user_0975e3 Hello! Can you create your own post detailing the issues you are experiencing, so we can assist further?

 

I no longer work for Comcast.

2 years ago

0

user_794a0d

Visitor

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3 Messages

2 years ago

Mine started working after a tech came out and worked on speed issues. This happened after they hooked up the gateway to their portable machine. I doubt it's coincidence??

0

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