Solved! Go to Solution.
Thanks for taking the time to post. I was able to pull up your account information & share it with our engineering team, so we can take a closer look at what might be happening. I will let you know when I have more information!
We made a change on our end. Are you still experiencing this issue?
So happy to hear we were able to get this resolved for you. Thanks so much for taking the time to let me know! Please don't hesisitate to reach out if you need any troubleshooting help in the future.
Can connect if connected to the XFinity Home router only over wifi. I have another router in my home, and even when connected to wifi on that router cannot connect. Must be connected to the same router that the cameras are connected to to connect to the cameras.
Cgolston - Can you try updating the app?
Rachel, as noted in your above posts, you were able to resolve this issue for another user by changing something on your side. Have you had an opportunity to check this for me? Also, if you have not seen, I have updated the App, uninstalled again completely and reinstalled, and am still not able to connect to the cameras unless my cell phone is connected to my home router.
Cgolston -- I apologize for the frustration. I'm continuing to work with engineering on a resolution for the issue you are experiencing.
I am experiencing the same issue on multiple devices, 2 are Android and 2 are IOS. Both IOS devices. 3 are Verizon and 1 is AT&T. Is there something you can do to fix this?
This seems to be more of a widespread problem affecting many users. Are there any updates from comcast on this. I believe that some are looking to other security systems, as this is a very important function of the service that has not been available since the update to XFininty Home App.
Cgolston -- Can you provide the brand and models of the two routers that you're using?
Oscarj11783 -- Are you able to view cameras over WiFi?
Cgolston -- We're still investigating the issue you're experiencing. Can you provide the brand and models of the two routers that you're using?
Oscarj11783 -- We made a change on our end -- are you able to view the cameras now?
Cgolston -- In your earlier post, you say...
"Can connect if connected to the XFinity Home router only over wifi. I have another router in my home, and even when connected to wifi on that router cannot connect. Must be connected to the same router that the cameras are connected to to connect to the cameras."
Can you clarify the models of the two routers you call out above?
I am having the same problem with my cameras and not being able to connect to the app. Sometimes it works, sometimes it does not. Would very much like to to work via the app everytime
Thanks for using the forums to bring this to our attention. I can take a deeper look into the issue you are having with the Xfinity Home app.
What type of device are you using? I may need to access your account to do some troubleshooting on my end. In order to do so, can you send me a private message with your first and last name?
To send a private message click on my name "ComcastChe", then click send a message.
I haven't heard back from you. If you are still having issues, please send me a private message and I can continue to assist you. This thread will now be closed.