New Poster
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7 Messages
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.
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?
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NMUser
Visitor
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1 Message
2 years ago
I am having the same issue
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user_044d61
Visitor
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2 Messages
2 years ago
Same here. Happens when launching the app.
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user_38bae4
Visitor
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1 Message
2 years ago
I am also having this issue.
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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.
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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.
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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.
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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?
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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
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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.
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user_d955df
Visitor
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1 Message
2 years ago
I also am having this problem.
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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.
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user_0975e3
Visitor
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1 Message
2 years ago
Same problem here. Personal modem that’s been activated for years.
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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??
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