blufur1's profile

Frequent Visitor

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8 Messages

Wed, Jan 20, 2021 7:00 AM

Xfinity Home App - Delay updating Thermostat

When using the XH application and it firsts logs in, the information regarding the thermostat (current temp and target temp) is wrong most of the time.  There seems to be a delay in updating that information.  This actually also happens on the web app as well.

 

Here is what I am seeing

 

1. Open app

2. For example, temp is at 68 (which is correct), but target temp is set to 72 (which is wrong)

3. Once I update the target temp, it seems to readjust correctly

Responses

ComcastMichele

Official Employee

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323 Messages

3 m ago

@blufur1 Thanks so much for taking the time to reach out to us regarding your thermostat issues and concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. I know how impactful this feature working incorrectly can be to your home and I would love to ensure that we get to the bottom of this with you. Can you please reach out through private message (find out how to do so with this link https://comca.st/2YGuWdA) with your first and last name, name on the account if different, and service address? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/3jgA6Gr;

I am an Official Comcast Employee.
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Official Employee

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56 Messages

2 m ago

Thank you so much for reaching out to us here about the thermostat issue, @spacecadet57! I love the convenience of being able to set my temperature from the app so I'd be frustrated if the information wasn't accurate. Please send me a Private Message with your name and address so I can take a look at what's going on. 

 

To send a private message, click my name " ComcastEmilyS", then click "send a message".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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spacecadet57

Valued Contributor

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286 Messages

2 m ago

I have a similar problem.  The app doesn't update the temp or set point until I actually change the temperature.  It will then update. This has been going on for several months. I have two different thermostats, both approved and installed by Xfinity techs (several years old) and they both have this issue.  There is an issue with the app (also happens on the portal). 

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