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"we're sorry. We weren't able to connect."

New Poster

"we're sorry. We weren't able to connect."

This is the same error I receive every time I open the MyAccount app. For months. Is this fixable or is the app unusable? I have tried to uninstall and reinstall the app several times.
Silver Problem Solver

Re: "we're sorry. We weren't able to connect."


@Philly44 wrote:
This is the same error I receive every time I open the MyAccount app. For months. Is this fixable or is the app unusable? I have tried to uninstall and reinstall the app several times.

Are you trying to connect to your Xfinity wifi network?

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New Poster

Re: "we're sorry. We weren't able to connect."

Yes.
Silver Problem Solver

Re: "we're sorry. We weren't able to connect."


@Philly44 wrote:
Yes.

Can you log in to this with your username and password?

https://customer.xfinity.com/#/settings/security#username-password

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I am just a customer, volunteering my time to help other customers here in the Forums.
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New Poster

Re: "we're sorry. We weren't able to connect."

Yes, I can log on with no issue.
Silver Problem Solver

Re: "we're sorry. We weren't able to connect."


@Philly44 wrote:
Yes, I can log on with no issue.

I still wonder if there is some kind of account issue, if you are able to use the same username/password for both online and wifi and wifi won't work.  Have you tried calling 1800comcast?

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New Poster

Re: "we're sorry. We weren't able to connect."

Yes, and the only advice I was given to uninstall and reinstall the app, which I have done several times. Otherwise I have not received very good customer service or a solution.
Silver Problem Solver

Re: "we're sorry. We weren't able to connect."


@Philly44 wrote:
Yes, and the only advice I was given to uninstall and reinstall the app, which I have done several times. Otherwise I have not received very good customer service or a solution.

What mobile device are you using?  Does the device find you SSID?

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New Poster

Re: "we're sorry. We weren't able to connect."

I'm using my cell phone, and the app does not do anything when I open it up except give me the error message. It does find the ssid when I log on through the website.
Silver Problem Solver

Re: "we're sorry. We weren't able to connect."


@Philly44 wrote:
I'm using my cell phone, and the app does not do anything when I open it up except give me the error message. It does find the ssid when I log on through the website.

So, your phone is connected to your SSID when you get the message with the app?

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I am just a customer, volunteering my time to help other customers here in the Forums.
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Official Employee

Re: "we're sorry. We weren't able to connect."

Hi Philly44,

 

Thank you for reporting this issue you're experiencing with the app and am sorry for the frustration this has caused. I can certainly help. Could you please send me a private message so that I can securely gather additional information to assist in resolving this issue as soon as possible? You can send me a private message by clicking on my username and then clicking "Send a message".

 

Thanks,

Renae


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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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