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Questions about problems logging in to my Xfinity account on my computer

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Frequent Visitor

Questions about problems logging in to my Xfinity account on my computer

For the past week or so, maybe longer, I have *not* been able to login to my XFinity account on my computer.  My internet service is running fine.   Today, I decided to try to figure out why I couldn't get logged in an I eventually received a "oauth.xfinity.com took too long to respond" message in Mozilla Firefox.   Emptying the browser cache and cookies didn't help.   Eventually, I found this discussion thread:

https://www.reddit.com/r/Comcast/comments/boytmi/unable_to_log_in_oauthxfinitycom_took_too_long_to/

which suggsted restarting the cable modem.   Once I did that, I was able to login to my account without issue.  So, I have two questions about this:

1)  Why would I need to restart my cable modem to resolve the login issue?  I'm using a third party cable modem I purchased last year.  It's an approved modem but not one from Comcast.

 

2)  Why isn't restarting the cable modem mentioned anywhere in this, troubleshooting thread:

https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Troubleshooting-Scenarios-START-HER...

Thanks in advance!

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Official Employee

Re: Questions about problems logging in to my Xfinity account on my computer

Thanks @GrannyWilliams for the suggestion, we'll add it in the troubleshooting steps. 

 

We'll forward your case to our developers, because in-home WiFi/network authentication issues should typically not require a reboot, so we'll need to take a closer look to determine why it happened in the first place (this is the goal of our Identity product team - to fix things at their source).


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Frequent Visitor

Re: Questions about problems logging in to my Xfinity account on my computer

Thanks for the reply!  Sorry for not being more clear, in my original message.  The login issue happens when I try to login to my XFinity account using my browser.  This isn't a "WiFi" login issue of any kind.  My computer uses Ethernet to connect to my router and out to the internet.  When I point my browser at the XFinity website so I can login to check my bandwidth usage, for example, I was encountering the issue I described above.  That is until I restarted the cable modem.

 

I agree that it's odd that I needed to restart my cable modem to be able to login to the XFinity website, but you can see, from the disscussion on Reddit, that I wasn't the only one experiencing this.

 

Thanks!

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Official Employee

Re: Questions about problems logging in to my Xfinity account on my computer

Thanks for the heads up! I should've qualified "In-home wifi" was one of the use cases of the broader in-home network authentication including the one you had of connecting through ethernet.

 

I'll let you know if I hear of any updates, those Reddit posts are a year old and there may have already been correlation/fixes in the past, so I wouldn't lump your case per se with theirs, a lot of similar symptoms may have different root causes. 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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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Regular Visitor

Re: Questions about problems logging in to my Xfinity account on my computer

I was experiencing the exact same behavior as @GrannyWilliams. In addition, the Comcast Business app on my phone was consistently failing to launch due to a "network error." Moreover, following the advice in the Reddit thread, the situation was resolved by briefly powering off my Arris SB6183 modem and the router behind it.

 

The router's IPv4 and IPv6 addresses were identical before and after the power cycle. The only thing that changed was how the DNS name "oauth.xfinity.com" resolved.

 

Before the reboot, it resolved to "oauth.g.xfinity.com" at 2001:558:fe16:109:96:114:156:145. I could not successfully ping this address, either before the reboot or now.

 

After the reboot, it now resolves to "oauth.g.xfinity.com" at 2001:558:fe21:38:162:150:57:167. I can successfully ping this address.

 

Hopefully this gives you some more data to work with.

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Frequent Visitor

Re: Questions about problems logging in to my Xfinity account on my computer

Thanks @Scott_NJ for posting that DNS information. I'll conduct some DNS related tests to see what I can figure out.  After I started this thread, I _was_ able to access my Comcast account but something happened such that I can't again.  It's good to know the information in the Reddit thread (namely restarting the modem) still applies.

 

 

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New Poster

Re: Questions about problems logging in to my Xfinity account on my computer

To verify we are/were having the same issue.  We also have a non-rental modem, and by resetting (via power reboot) and now can login to account.  

Perhaps there is a timeframe around a security signing boot signal that times out on non-Comcast equipment?  

 

Either way anyone searching for this issue should know the power reboot will work!  

 

Thanks for starting this thread.

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Frequent Visitor

Re: Questions about problems logging in to my Xfinity account on my computer

@CastleInTheSkyYes, you're correct.  I'm using a third party, non-Comcast issued cable modem.  I don't know if this behavior is restricted to non-Comcast issued cable modems or not but turning the modem off and back on seems to be the current workaround.

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Official Employee

Re: Questions about problems logging in to my Xfinity account on my computer

Hey can you all let me know which modem models and firmware numbers everyone is using? Thanks!


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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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Regular Visitor

Re: Questions about problems logging in to my Xfinity account on my computer

I'm using a self-purchased Arris SB6183 with firmware "D30CM-OSPREY-2.4.0.1-GA-02-NOSH". The problem has not occurred since my last posting; I leave this modem on 24/7.