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Xfinity Connect App not working after iOS 11 install

Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

Obviously, it is just not me. We all have the same problem. Why doesn't Comcast acknowledge there is an issue and  say they are working on a patch? Lets face it, this is not a one off problem with me or a few other users. 

 

I realize you are doing the best you can but, it is a huge annoyance to customers that Comcast has made ZERO progress for weeks in solving this problem. To make it worse, the issue gets escalated and then goes in to the "black hole". It has been a week and I have received no info and you dont see any updates either. Do you have the ability to follow up with the escalation team? It is frustrating and it appears that Comcast does not feel the need to communicate with its customers or provide an update.

Comcast is tone deaf and that is what is disappointiing!

 

 

 

 

New Poster

Re: Xfinity Connect App not working after iOS 11 install

Add me to the list very unstable Xfinity connect it worked great for years and now if I leave it idle in background too long it will not refresh unless I reboot my phone. The uninstall reinstall reboot is all his Sh!”t. Fix it already!
Contributor

Re: Xfinity Connect App not working after iOS 11 install

The response and progress, or lack thereof, is beyond staggering. It’s been two months since I started this thread and all we’ve received is “send me a private message,” “use another device, “we’re looking into it,” or “it’s been escalated.” It’s the Comcast shell game. This company is beyond pathetic.
Official Employee

Re: Xfinity Connect App not working after iOS 11 install

This is a bug affecting multiple customers. In order to have your issues resolved, we will have to escalate this to the Advanced Repair team. If you haven't already, send me your account info and I will have it escalated.  


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New Poster

Re: Xfinity Connect App not working after iOS 11 install

And Comcast made me feel like it was just my phone. I’m glad to fave found this forum. Service has historically been horrible. Google fiber en route to our area. No longer will Comcast be the only provider
New Poster

Re: Xfinity Connect App not working after iOS 11 install

I’ve been working with someone in the “escalation department “ for a week with NO RESOLUTION. The app is NOT working at all. I get nothing and I have no interest in repeating the same diagnostic test several times a day. Ridiculous
New Poster

Re: Xfinity Connect App not working after iOS 11 install

Advanced Repair Team no help either.... how unfortunate
Contributor

Re: Xfinity Connect App not working after iOS 11 install


Kristi20 wrote:
Google fiber en route to our area. No longer will Comcast be the only provider

I had two Verizon Fios guys working my neighborhood last weekend trying to sign up new customers and I didn't have time to talk with them.  I'm so regretting it.   

Expert
Moved:

Re: Xfinity Connect App not working after iOS 11 install

Your post has been removed to a secure, hidden area for violating Forum Guidelines [circumventing the language filters]. If you are not familiar with the Guidelines you may review them here. http://forums.xfinity.com/t5/Forum-Community/Forums-Policy-and-Guidelines/td-p/2618379

Official Employee

Re: Xfinity Connect App not working after iOS 11 install

Hello All, 

 

This issue is affecting several other iPhone users. Advanced repair has requested additional information from anyone still experiencing this problem. To have your issues investigated please send your account information, and I can provide you with the information needed for further investigation. Sorry for the inconvenience. 


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Regular Contributor

Re: Xfinity Connect App not working after iOS 11 install

Hello all. I too am having problems. This app worked great for years. But since the summer, it has been very unreliable. I can't remember exactly when, but I moved from an Iphone 6s to an Iphone 7 close to when it began so I assume that it doesn't like the Iphone7. (Another thing that happened over the summer was a trip out of the country where I had to change a bunch of settings for my Verizon wireless plan, but I carfully restored all of those to their original settings.)  I usually - but not always - get proper notifications of new emails, but can't always access them. The problems are: 1. When I open the app the refresh circle spins super-fast but new emails don't load. 2. I occasionally open the app to an error message "no network detected / 102002) 3. I realize I haven't seen any notifications in a while so I open the app only to see I have been logged out! Incidentally, the built-in apple email app works fine! Just the Xfinity connect is bad.

New Poster

Re: Xfinity Connect App not working after iOS 11 install

another person with same issue.   just keeps getting worse.    this app worked great for years, now terrible

Regular Visitor

Re: Xfinity Connect App not working after iOS 11 install

I upgraded iPhone and iPad yesterday to IOS 11.2.1. Suddenly tonight the xfinity connect app won’t download emails. Please fix the app, Comcast!

Regular Visitor

Re: Xfinity Connect App not working after iOS 11 install

Won’t even send messages-I get a pop up that says, ‘unable to get a stable connection with the server’

Regular Visitor

Re: Xfinity Connect App not working after iOS 11 install

There is an updated app

 

The new connect app now appears to be working.  I am now receiving phone calls

 

App does need to be running in background.

Official Employee

Re: Xfinity Connect App not working after iOS 11 install

Great! I'm happy we've got that figured out. Thanks for your patience while we figure things out. If there's anything more I can assist you with, please feel free to reach out.

 

Happy Holidays! 


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Contributor

Re: Xfinity Connect App not working after iOS 11 install

The app shouldn’t need to be running in the background for it to work. It didn’t need to be before this issue. Isn’t that what push notifications are for? My iOS mail app alerts me as do news and other apps with push notifications when they’re closed. I tested it tonight and it only works when open. Nothing has changed.
Official Employee

Re: Xfinity Connect App not working after iOS 11 install

Hi richphilly, 

 

We've been doing some troubleshooting with our app engineers due to the number of users who are having this problem. After working with them, we have confirmed the app does need to be running in the background in order to receive your notifications. Depending on the number of apps you have running in the background, and or memory being used, that will interfere with notifications from the Connect app. That is not the cause of the problem but can contribute to it. There was an update release over the past couple of days.

 

Please delete the current app, turn your phone off for about 1-2 minutes, turn your phone back on and re-install the Connect app.

 

Once installed, please leave it running in the background and try making an incoming call to see if you receive your notifications. Let me know if this helps or not.

 

Thanks in advance. 


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Contributor

Re: Xfinity Connect App not working after iOS 11 install

I’ve already downloaded the newly released app and can confirm that even with it open in the background I’m still not getting notifications. I got a call about 30 minutes ago on my landline and there was no notification on my iPhone. Regardless, why does the app now need to be running for it to work? It didn’t before. Am I misunderstanding the functionality of push notifications? My push notifications work on my email and other apps when closed.
Regular Visitor

Re: Xfinity Connect App not working after iOS 11 install

Thanks, Rich I did do that. Turns out my inability to get emails was due to Comcast’s nation-wide email server issues a couple of days ago. It would be great if Comcast posted a notice on it’s website when it’s email server goes down. Customers would then not have to spend their time with troubleshooting their own  devices only to find out that Xfinity already knew the issue was on their end. 

Regular Visitor

Re: Xfinity Connect App not working after iOS 11 install

This app is getting worse with each update. I really starting to hate it. Please fix it
Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

Wait a minute. The old app also worked running in the backround. 

 

The app never required to be running in the backround previously.This is not a satisfactory fix since nothing has been resolved!

 

Go back to the drawing board or hire better engineers. 

Contributor

Re: Xfinity Connect App not working after iOS 11 install

Same here.  Was working fine but stopped working on my 7+ and has never worked on my new X.  Ran flawlessy a while ago and would pop up notifications when the phone was ringing and did NOT require the app to be in the background.  Very annoying and this needs to fixed and updated like some of the other apps (also should be updated for the X so it does not look like bad.  This is a Comcast issue, stop blaming Apple.

New Poster

Re: Xfinity Connect App not working after iOS 11 install

I just spent The last two days with Xfinity who had me call Apple to say it was an iPad issue who in turn sent me back to Xfinity. Their final comment after a couple of hours of troubleshooting was that the new 11.1 Apple system is not supported by Xfinity! I asked if they would be putting out a notice to the millions of Apple users who use “ xfinity to go “ to let them know it no longer works and she said she would escalate my complaint to the Engineering team. Wow!!!! 

New Poster

Re: Xfinity Connect App not working after iOS 11 install

Would love to get a solution so I can see my e-mail via the connect app. I have four e-mail accounts set up with Xfinity and prior the upgrade could see and use them all on my iPhone.  I can see all four accounts, all email folders and can access all the sub folders in all of the accounts.  However, I can only access the main e-mail account.  In the PC version of my mail their is an inbox under each of the e-mail accounts.  That seems to be missing on iPhone version.  The other three accounts I cannot see the e-mail when I go to each of the those folders. The last day I could do that was 01-Nov when the upgrade hit my phone.  Hoping that their is a fix out there because I hate to have to log into each and every account to just check my e-mail.   

New Poster

Re: Xfinity Connect App not working after iOS 11 install

I also have been experiencing the email non-load issue everyday. Been with Comcast for a very long time.  I would prefer not to have to jump around constantly to get a reliable ISP, but regretably that may be the answer based on Comcast’s application support.

Maybe the Comcast engineers should give the gmail guys a call. Their app works great and at a far less cost.

Official Employee

Re: Xfinity Connect App not working after iOS 11 install

Hello all,

 

The issue being investigated in this thread are for users who are not receiving notifications after the iOS 11 update. If you are having issues with email, please create a new thread so your issues can be investigated individually and we will assist you in the order your request is received. Sorry for the inconvenience. 


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New Poster

Re: Xfinity Connect App not working after iOS 11 install

I have tried all the options and even talk with your technical support also, I still have issue and app doesn’t work on my iPhone7 11 IOS with LTE network. However same time it’s work fine on WiFi network.can you please help to fix this issue ??
Contributor

Re: Xfinity Connect App not working after iOS 11 install

Comcast, have you completely dropped this issue or are you just moving at your typical glacial pace? I started this thread three months ago and we're no further along than we were on day one.  The updates have been ineffective.  I tried keeping the app open in the background, despite several of us who have posted that it wasn't necessary before these issues started, but it still inactivates itself and needs to be restarted.  I don't know how long this thread needs to be before you elevate this to the proper individuals.   

Official Employee

Re: Xfinity Connect App not working after iOS 11 install

Hi richphilly. We apologize for the ongoing issues with your use of the XFINITY Connect mobile application on your device(s). I can assist in troubleshooting your issues individually, and escalate an Advanced Repair ticket if needed. To get started, please send me a private message and include your full name, service address, and account number so I can access your account. 


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Regular Visitor

Re: Xfinity Connect App not working after iOS 11 install

Hey Seth:

I have a simple solution - hold your thumb over the Connect icon until the grey X appears, then delete it.

After that, set up Comcast email as another mail account on your iPhone. Works like a charm.
Regular Contributor

Re: Xfinity Connect App not working after iOS 11 install

The reason I use the app is that the folders I categorize my mail as well as my sent mails all are accessible across all my devices (desktop, laptop, tablet, iPhone.) I would rather fix a problem than run from it.
Contributor

Re: Xfinity Connect App not working after iOS 11 install

I sent that information twice already to ComcastMichaelP and ComcastChe. Just sent it a third time now to you. Maybe someone will do something with it.
Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

My issue is not email it is the fact that the Connect app does not work! It does not forward phone calls plain and simple. Comcast has been jerking us around for months it is a joke.

Regular Visitor

Re: Xfinity Connect App not working after iOS 11 install

xfinity connect won't work - I have gone to Comcast store twice and I have been told there is no problem

Contributor

Re: Xfinity Connect App not working after iOS 11 install


@sistergirl1936 wrote:

xfinity connect won't work - I have gone to Comcast store twice and I have been told there is no problem


Don't hold your breath.  Take a look at how old this thread is and the bogus "fixes" Comcast implemented.  I sent my information for the third time 18 days ago and I haven't been contacted or even acknowledged.  Now I'll get another Comcast employee come here and ask me to send them another private message with my account information.  If I let customers hang this long without resolving issues at my job I wouldn't have a job.    

Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

I had this problem for months -- unable to update comcast email either through the Comcast Connect app or with the iPhone native email app connecting to Comcast.  I would pull down on the screen to refresh emails in both apps and it would almost never update -- maybe one out of 10 times it would actually refresh if I waited a long time -- the rest of the time it would just show old emails from the last refresh (usually a few days prior).  

 

I had given up on Comcast email from the iPhone completely, but I just had the battery replaced in my iPhone 6 (part of Apple's battery replacement/slowdown program) and now Comcast refreshes fine both through the Connect app and through the iPhone email app.   I don't know if it's a coincidence or not, but it almost never refreshed prior to the battery change, and now refreshes every single time after putting in the new battery.  Maybe something in Apple's slowdown logic causes the fetch of Comcast email not to work.

Regular Contributor

Re: Xfinity Connect App not working after iOS 11 install

Hmm interesting. Does a battery change require a full reset of the phone because that is the one thing I have not yet tried. Others have posted that it didn't help and It would be a major headache for me to reset unless I was sure it would fix the problem. Thanks for the info!!
Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

The battery replacement doesn't require any reset or wipe / restore, just a normal shutdown to replace the battery and a reboot after (I had it done at the Apple store).  I had done a wipe / restore a few weeks previous to the battery replacement and the reset did not have any impact or improvement on the email issue. 

Contributor

Re: Xfinity Connect App not working after iOS 11 install

This issue started in October when I had my iPhone 6+. I upgraded to an iPhone X in December so I had a brand new phone with a fresh battery and it made no difference. The problem is the app itself which worked fine even when closed (push notifications worked) before the iOS 11 software was released.

Thanks for the suggestion, though. You’ve actually put more effort into this issue than Comcast.
Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

I get the same error message as well on both the iPhone 7 and iPad.  The little circle next to email keeps circling and circling and I constantly have to log out and log back in again.  I’ve sent several emails to Comcast but have not heard back once from them.  

Very frustrating and time consuming to have to keep logging out and in all the time.  

Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

I have an issue where on my iPhone 8 Plus, iOS 11.2.6, I receive no incoming call notifications to my home number through the Connect App, whether the app is running or not. Getting email notifications through the app works fine whether app is running or not.This affects my iPad 2017 as well. My wife has same iPhone and iOS version, same settings in iOS and the Connect App, and she gets incoming call notifications to our home number when app is not running. Mine used to work up until maybe 1-2 weeks ago.I have uninstalled the app and reinstalled it 3 times, same thing. I am well versed in IT/IS as well and it seems that the problem must be on the front end at Comcast and not the app, since it effects ONLY my login credentials and not my wifes (Same account). I am admin, she is unrestricted secondary). Comcast reset my account cache, etc. still a no go. As of 15 March it still does not work. I really with Comcast would get it's act together and fix this!

Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

COMCAST has known of this problem with call forwarding for months and has not fixed it yet! This is a joke. Maybe they should take some of the 31 billion they are spending on purchasing SKY TV and hire a competent programmer to fix this issue.

 

Oh, we are just customer we dont rate, silly me!

 

Totally and utterly disgusted

New Poster

Re: Xfinity Connect App not working after iOS 11 install

I’m having the same issue,  installed iOS 11 and xfinity connect no longer working.  Disappointing but not surprised,  Comcast takes a loooooong time to acknowledge and fix.    This will go on for months.....  Customer support is very disappointing 

Frequent Visitor

Re: Xfinity Connect App not working after iOS 11 install

Same issue here, app has to be running in the background to receive a notification of incoming calls on my home number. This really is annoying as much as we pay them. It works fine on my wifes android, I'm unisng a iphone. Come on Comcast, fix this issue already. The app shouldn't need to be running in the backgound, it never did before! 

 

New Poster

Re: Xfinity Connect App not working after iOS 11 install

I have a brand new iphone SE and the app does not work.

 

Any movement on this?

Contributor

Re: Xfinity Connect App not working after iOS 11 install

It’s been two months since anyone from Comcast even popped in and gave an update. Not even one of their pathetic “send me a direct message” posts. I don’t know why they need people to repeatedly give their information. One just has to review this thread and similarly titled threads to see there’s a problem with the app and we’re just the people who took the time to come here. How many others haven’t and are experiencing the same issue? I really wish there was a way to elevate this to senior management but contacting anyone other than their crack telephone reps is impossible.
New Poster

Re: Xfinity Connect App not working after iOS 11 install

I’ve had the xfinity stream app for over a year it worked fine on my Android phone then I upgraded to iOS and it stopped auto rotating about 2 weeks ago it started working out of no where with no problem, then I logged on today and it suddenly won’t rotate again. My auto rotate is on and all other streaming apps rotate fine?
New Poster

Re: Xfinity Connect App not working after iOS 11 install

I have been "working" with the advanced Comcast repair team re:  Xfinity Connect on my Iphone for over 2 months and about 20 hours of time on the phone.  I get the same runaround:  try this, try that.  It works for a couple of days and then back to the same old thing:  I can get the subject line of the email and then all I get is the little circle going round and round.  It's a symbol of my relationship with Comcast:  I just "go round and round." I'm ready to change providers.  

metromom

Admin1

Re: Xfinity Connect App not working after iOS 11 install

Hi metromom -- Sorry to hear that this issue has not been resolved yet. I can help with this by working with the advanced repair team. Please send me a PM with your name, either phone number or account number, and any open ticket numbers you've been given. 


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