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user_d8hp4s
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Sunday, January 26th, 2025 12:05 AM

Facebook/Instagram not loading on Xwifi

Hello we are experiencing intermittent issues loading Facebook and Instagram via our iPhones when on Xfinity WiFi within our home. We have no issues outside the home. I’ve seen this on the forums in the past and the resolution was an engineering issue .

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30 days ago

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XfinityMartyR

Official Employee

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1.9K Messages

2 months ago

 

user_d8hp4s Thanks for reaching out! Have you checked the apps on your phone to ensure they have been updated to the latest version? 

 

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downtownmtb

Visitor

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4 Messages

1 month ago

Same problem here. Facebook and Instagram not loading pics unless I disable WiFi and only use my Xfinity Mobile Cellular data plan. Home Xfinity WiFi does not load pics. Rebooting router does not help.  Apps and iOS up to date with the latest versions. It’s happening across all types of devices. 

This was also an issue a year ago and Xfinity resolved it. Please check that same problem ;-), whatever it was. 

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XfinityDena

Official Employee

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2.9K Messages

@downtownmtb Thank you for letting us know the steps you have taken. Have you tried to forget your home network and then reconnect? 

I am an Official Xfinity Employee.
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1 month ago

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downtownmtb

Visitor

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4 Messages

Yes, I did forget and re-add the network with no success. Same issues while on WiFi since 1/20/25, which is an odd date for that to start happening ;-)

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1 month ago

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user_r1ro3c

1 Message

1 month ago

Having same issue. When I switch to Xfinity Mobile cellular connection, instant load of photos/video. 

Xfinity home WiFi strong, PODS strong, have restarted router, apps all up to date, turned on/off phone. Happening to other household members too. 

2

XfinitySara

Official Employee

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1.6K Messages

Hey, @user_r1ro3c - thanks for leaving a comment with your shared concerns! I'm sorry to hear about the trouble you've had, and I'd love to see what our team can do to help. We're awesome to work with because we'll always do whatever we can to review and resolve issues quickly! To confirm, this is only happening on those couple of apps? Have you tried clearing both apps' caches within the app settings by chance? Tends to help me a lot when I notice app-specific concerns. Plus, I'm not seeing any known issues reported by our engineering team at this time. Please let us know if that helps!

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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1 month ago

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downtownmtb

Visitor

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4 Messages

@XfinitySara - This issue is across multiple devices, iOS, Android, iPhones of various versions. The only common thread is that the devices are connected to my XFinity WiFi at home and these social media sights do not load graphics (Facebook, Instagram and sometimes YouTube). Perhaps there is new monitoring in place after the new POTUS took power? I have cleared caches, re-installed apps, refreshed devices, restarted my XFinity modem\device and nothing is resolving the situation. Please have some network analysis done to determine the issue. Thank you!

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1 month ago

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user_sjpxws

1 Message

1 month ago

I am having this exact issue now as well

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downtownmtb

Visitor

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4 Messages

Lets hope @Xfinity Support can fix this soon! :-)

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1 month ago

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XfinityAmandaB

Official Employee

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2K Messages

 

user_sjpxws That is odd I wonder if perhaps you are using our Xfi complete advanced security if it is being blocked for some reason. Do you by chance have the Xfi complete and if so is your advanced security turned on? 

 

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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1 month ago

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user_way9y3

1 Message

Did anyone resolve this issue. Happening at my household as well when on Wifi, instagram not loading, intermittent issues...no problems when going to mobile (which is Comcast as well).

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30 days ago

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