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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 .

Question

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Updated 

10 days ago

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5

XfinityMartyR

Official Employee

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2K Messages

3 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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0

downtownmtb

Visitor

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4 Messages

3 months 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. 

2

XfinityDena

Official Employee

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3.2K 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.
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.
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3 months 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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3 months ago

0

user_r1ro3c

1 Message

3 months 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

user_sjpxws

1 Message

3 months ago

I am having this exact issue now as well

3

downtownmtb

Visitor

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4 Messages

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

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3 months ago

0

XfinityAmandaB

Official Employee

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2.1K 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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3 months ago

0

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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3 months ago

0

user_1qug5y

2 Messages

12 days ago

Having this same issue since 4/10/25.  No joy on any fix.  Reboots, cache clearing, different browsers.  My Verizon mobile service on and iphone is fine.  But any device connected to Xfinity ISP on my home network is [Edited: "Language"].  Any suggestions?

(edited)

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0

XfinitySara

Official Employee

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1.7K Messages

Hey there, @user_1qug5y! Thanks for leaving a comment with your shared concerns. I'm not seeing any active reports of a known issue with accessing Facebook or Instagram while connected to the Xfinity network. May I ask what troubleshooting you've tried so far? Our team remains here to support you however we can, and you are always welcome to create a new post for further assistance.

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
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

Like

Reply

10 days ago

0

user_1qug5y

2 Messages

I've had 2 calls with "customer service" and the engineering team.  NO results.  Apparently websites using the CDN.net server network are not communicating with Xfinity/Comcast servers.  This is YOUR issue, and rebooting my cable modem is not the solution.  I have my desktop on an ethernet backbone, and switched it to my mesh wifi network with no change.  They suggested a technician visit, which we scheduled for on 4/18, to occur on 4/21 between 3pm and 5 pm.  This morning I get an automated text message that the appointment is cancelled. It took 2 more [Edited: Language] phone calls and a supervisor to reinstate the appointment.  Really Really Really [Edited: Language] customer service.

I note that for 7 months my service was flawless.  Until about April 10 or 11th.  The change coincided with a notice that "Xfinity is makeing repairs/improvements in my area".  The only thing that your folks accomplished was to break my service.  Start digging into YOUR backend servers settings.  Something changed that has ruined by ability to get on line to the sites that I need to visit in order to  make a living. 

It appears right now that the only thing Xfinity phone representatives are good at is apologizing for the problems.  They're not very good at solving them...

(edited)

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10 days ago

0

XfinityBrianH

Official Employee

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1.3K Messages

 

user_1qug5y Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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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10 days ago

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