Visitor
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1 Message
Something went wrong error message
my Xfinity app will not load my service plan so i can finish setting up my new modem and router for wifi at my new apartment, it only shows an error screen saying “Something went wrong. There’s been an unexpected error, please try again.” it says this over an dover I have already: Uninstalled/reinstalled the app•Restarted my phone and modem•Confirmed my login credentials and Xfinity ID online•Tried both the Xfinity and Xfinity xFi apps This issue appears to be an account provisioning problem. I need someone to fix the problem there is nothing i can do to fix it.
XfinityJustinM
Official Employee
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941 Messages
1 hour ago
Greetings @patb187,
Thanks for making us aware of your issue. You should not need to load your service plan to service plan to activate your modem. In the Xfinity app you just need to head to the account tab and scroll down until you see "set up equipment or devices". From there you will be able to select the device that you are activating. The "Something went wrong. There’s been an unexpected error, please try again" error typically comes from when the app is attempting to take you to a webpage. This issue can typically be solved by clearing the app cache if you are on an android device. On an iPhone you'll want to clear the all-time cache for the default browser on your device.
Please circle back to let us know if these tips you were able to help you get connected. 👍
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