Community Forum

xfinity home app not working

mgarrett6
Regular Visitor

xfinity home app not working

my xfinity home app will not stay connected to my iphone 6.    ii have uninstalled and reinstalled the app 4 times.  i have updated to IOS10 on phone.   If I reboot my phone b4 I want to use the app it will connect but will not stay connected and then becomes unuseable.   Any suggestions

ComcastRachelH
Official Employee

Re: xfinity home app not working

Hi mgarrett6 -- 

 

I pulled up your account & looked into some of the app activity.  I'd like to open a ticket on your behalf to get this issue addressed.  A tech should reach out to you directly for troubleshooting.

 

Thanks!

 

Rachel

 

 


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mgarrett6
Regular Visitor

Re: xfinity home app not working

As of this date, Sep 28, I have not received any communication from a tech

ComcastRachelH
Official Employee

Re: xfinity home app not working

mgarrett6 -- I pulled up your account & see your ticket.  I see a tech was able to reach you today.


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mgarrett6
Regular Visitor

Re: xfinity home app not working

The tech called and unless we remove IOS10 from our iphone and reinstall 9.3.5 they cannot help us . HOWEVER, the problem was occuring before I upgraded to IOS 10.     So,,,problem not solved and reinstalling 9.3.5 is way beyond my capabilities.  So for now your home security app is not functioning for us.   I'm very frustrated

Jdtowne
New Poster

Re: xfinity home app not working

I'm having the same issue as previously reported: app stalls with the three dots.
I have confirmed the touchscreen is connected and working.
RobertWy
Silver Problem Solver

Re: xfinity home app not working


@mgarrett6 wrote:

The tech called and unless we remove IOS10 from our iphone and reinstall 9.3.5 they cannot help us . HOWEVER, the problem was occuring before I upgraded to IOS 10.     So,,,problem not solved and reinstalling 9.3.5 is way beyond my capabilities.  So for now your home security app is not functioning for us.   I'm very frustrated


The app works with all my iOS 10 devices and my Android tablet.  Can you log on to your Home account with a computer?

 

https://home.xfinity.com/


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ComcastRachelH
Official Employee

Re: xfinity home app not working

Jdtowne -- 

 

Thanks for reaching out.  I pulled up your account & believe I found the source of the issue.  Can you please try signing in again & let me know if you are successful?

 

Thanks!

 

Rachel


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Jdtowne
New Poster

Re: xfinity home app not working

Rachel,

What ever you did worked!

Thank you!!

Julie
ComcastRachelH
Official Employee

Re: xfinity home app not working

Awesome!  Happy to help.  Please reach out if you need anything in the future!

 

Rachel


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AKCS
Regular Visitor

Re: xfinity home app not working

I have this same issue. The app would stall at the three dots when trying to arm/disarm. This happens when i haven’t used the app for a long period (ie, overnight). It will sometimes work (with a delay) after several tries and will continue to work for a while. But it would stall again with the three dots when i try it the next day.

RobertWy
Silver Problem Solver

Re: xfinity home app not working


@AKCS wrote:

I have this same issue. The app would stall at the three dots when trying to arm/disarm. This happens when i haven’t used the app for a long period (ie, overnight). It will sometimes work (with a delay) after several tries and will continue to work for a while. But it would stall again with the three dots when i try it the next day.


I sometimes have to close active apps on my iphone7 to get Comcast apps to function.

 

 


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I am just a customer, volunteering my time to help other customers here in the Forums.
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AKCS
Regular Visitor

Re: xfinity home app not working

My issue might be related to the "xfinity home" servers. I've opened both the home app and web portal. Tried to arm using the app, got the 3 jumping dots.... then nothing. I then tried to arm using the portal, entered the master code and got the same... nothing. I then tried the touchscreen and it worked, even showed the time delay countdown on both the app and web portal. Once i get connected to the servers, everything seems to be working fine until i log off for a while and try to get back in to arm the system. It feels like the server times out when i try to arm from the app or the portal. This is an intermittent issue, there are times when i would log in to the home app and the portal and everything would work as advertised. I'm a new Xfinity Home customer and 

scotthayes3891
New Poster

Re: xfinity home app not working

I have the solution, I`m a customer like you. Here what you do. Click on setting, click on apps an delete the data. This will allow you to login to Xfinity Home.