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user_5fwvey
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Tuesday, November 19th, 2024 12:31 AM

Xfinity App WiFi Section Inaccessible - Sorry, something went wrong

I no longer have access to the WiFi section of the Xfinity app. When navigating to the "WiFi" tab, an error message stating Sorry, something went wrong - please try again later is received. I've been trying again later for the last three weeks with no luck. I've signed out and back into the app, uninstalled and reinstalled the app, and tried on two additional android devices with the same result. I am unable to control basic wifi settings or unpause access for a user that was previously paused, before the issue started. I've even restored my gateway to factory defaults and spoke with tech support who saw no issues with my service. A technician was scheduled to come but never showed and I still haven't heard back. Don't know what to do at this point.

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8 hours ago

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XfinityRay

Official Employee

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2.2K Messages

4 days ago

Hello, user_5fwvey. Thanks for spending some of your day with our team so we can get to the bottom of this. I understand with all that has been done so far, not knowing what direction to take next. I apologize this has not been fixed and that you were left waiting when no one came out. We never want that to happen and will get this working!

When did this issue first begin?

Did you make any changes to your equipment such as swapping the modem?

Are you able to see your My Account information in the app or is that showing restricted along with the WiFi tab that is missing? 

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user_5fwvey

2 Messages

@XfinityRay​ The issue began 11/6/24. No changes were made to equipment. I can access the My Account section of the app. Only the WiFi section and any actions initiated from another section that link to the WiFi section (such as clicking "Manage People" from the Overview section) present the issue.

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4 days ago

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XfinityRay

Official Employee

 • 

2.2K Messages

Thank you for the update, user_5fwvey! With the My Account section showing and no changes to your equipment, I will need to check your account from here to find the root cause of this. We also have access to our engineering team if we need to get them involved in this. You are in good hands! 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 days ago

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spoonia

6 Messages

19 hours ago

Apparently Xfinity IT engineers have resolved whatever issue they were having with the App. 
Things seem to be working as expected today. 

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