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user_5qdmr2
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3 Messages

Friday, May 16th, 2025 4:11 PM

Xfinity App

My phone is no longer supported, it's a Samsung Galaxy S8, and I can't afford another phone, so, I need you guys to allow it to be compatible again.  The app works just fine when I get a notification, and it skips the 'boot up' screen.  So the issue isn't my phone isn't compatible, you are being dishonest about it being compatible.  it works just fine when I skip the 'This device is no longer supported' screen. 

I don't know what kind of income you think people have, that they can just drop hundreds of bucks on a new phone, but this planned obsolescence crap is getting old.  My phone works JUST fine.  The app works just fine.  Beyond your apps attempts to not allow me to access it.  Which, again, I can when I get a notification and I can skip past the 'This device is no longer supported' lie.

Question

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Updated 

22 days ago

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XfinityThomasC

Official Employee

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2.6K Messages

23 days ago

Hello, @user_5qdmr2 have you checked our compatibility page? You can enter the 15-digit IMEI number to confirm the phone's compatibility. If anything is of further concern you can contact our Xfinity Mobile support center via any of the following methods:

 Thank you for participating in our community.

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user_5qdmr2

Visitor

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3 Messages

All I am sure of, is my phone gets a 'This device is no longer supported' message when I try to use the Xfinity app.  However, when I get notifications and open the app VIA those notifications, the app functions and works normally.   Thereby proving my phone is supported.

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22 days ago

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XfinityThomasC

Official Employee

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2.6K Messages

@user_5qdmr2 have you attempted any troubleshooting steps like checking for new phone updates, clearing your phones cache and cookies, or Removing the app and then downloading it back onto your phone? 

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

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22 days ago

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user_5qdmr2

Visitor

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3 Messages

I have not.  But can you explain how emptying my cache, or cookies which as far as I know, is purely based in web browsing, not general app data, would help? 

I have not uninstalled the app, because my fear is, if I uninstall the app, I won't be able to re-install it, since, it keeps telling me my device is no longer supported.  Thereby making the problem worse.

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22 days ago

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XfinityThomasC

Official Employee

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2.6K Messages

@user_5qdmr2 My apologies! Clearing the app data is the more appropriate team. And, I understand your fear about removing the app and then not being able to reinstall it. Let's work to get a ticket opened with our engineers for a better solution. Could you please send our team a direct message with your full name and full address? To send a direct 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.
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

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22 days ago

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