We need more detailed information about how you are trying to connect; browser, etheernet/wifi, etc.
The browser nor the app can connect. It times out whether over data or Wifi.
Can you try the app while you are standing next to the xFi gateway?
Does the xFi gateway work with any other device to go to the Web?
I'm confused. I have an xFi XB3 gateway. I can connect to it with my ethernet-connected PC to go to the xFi website with Win10 Chrome:
I can also connect to xFi standing next to my gateway with my iPhone 7 using the xFi app and my gateway's SSID/password.
I think somehow I'm not getting my point across. It does not matter if I use the app, or a computer to connect to the XFi website ...it connects and I'm able to authenticate but it is unable to connect to my gateway to configure. The My Account app is able to connect to the Gateway. I am able to connect to the Gateway directly using the IP address on my internal LAN. But the XFi app and the XFi website are unable to connect.
Is your xFi/XB3 gateway yoiur portal to the Internet, or do you have some other way? Are you using ethernet or wi-fi to connect to the Internet? Are you using your prmary Comcast credentials:?
I really don't think you're understanding. Yes it is my main access to the internet. WiFi or ethernet has nothing to do with this he cannot be accessed externally either the website and the app are able to normally access X fi and the Gateway externally as well as internally. Regardless both wired and wireless connections within the home don't work either. but obviously the app cannot be a wired ethernet connection as it runs on a mobile device
Are you getting any error message when using the web access? Do you have any issue with accessing other Xfinity web sites?
As indicated previously Xfi simply times out connecting to the Gateway after Authentication. The my account as well as all other XFINITY apps and services are able to connect to the Gateway and work normally the issue is limited to X fi
Do you have any other browsers to try? Is this the URL you are using?
We are simply not communicating. This is not limited to the internet site. The app DOES NOT work either. This has nothing to do with browsers or websites. Thanks very much for your efforts but it appears you're not understanding the issue.
I'm just trying to confirm that it isn't a browser issue or an app issue.
Can you log into your gateway? This might be an network connection issue. Is your computer connected by ethernet or wi-fi?
I think we should just drop this dialog. For some reason we're not communicating. I will for the thread reiterate the issue in detail. XFi access via app and website (on or off premise) was working without issue until the past couple weeks. Both the app and portal authenticate successfully but then time out attempting communication with the gateway. Method and location of connectivity are irrelevant as it occurs both on and off premise. In addition, the gateway portal itself is accessible on premise. And the my account app which also communicates with the gateway functions normally. The issue is limited to the XFi functionality.
OK, but there is something wrong with the way you are set up. I have an Arris TG1682G XB3 gateway and it works with both my URL on all three Windows PC's (Win10 and Win8.1) and with all my wi-fi devices, iPad, iPhone, Samsung Galaxy.
I have escalated your issue to the Comcast Team available to these forums.
@dek2003 a lot of @RobertWy are pertinent to the issue you could be having. Since being able to determine if this is happening on the Website or App can help point us to were the issue is coming from. If you have tried different browsers and the app, can you provide a bit more insight into what errors you are getting or is it simply a redirect page?
The only thing I am thinking could be causing this issue with you might be that you could be using a secondary user or there might be a conflict on the primary user. Can you confirm if you are using the primary account when trying to access https://internet.xfinity.com/
One more thing that can create this problem is if you have a device that is not compatible or not running the latest firmware.
dek2003 could you try clearing cache and cookies and retry once more? I went ahead and ran a entitlement for your service that might help.
Might need to push an update to the modem then. Can I do this now? It will interrupt your internet for 5 minutes or so. -FC
Once it comes back let me know if it resolved the problem. -FC
I will open a ticket on our end to have this looked into in more detail by the XFI team. Can you send me a private message confirming the best contact # for you?. -FC
Hi dcseeley, I can assist you with getting connected to your Xfi app and online services. To get started can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?
I am the originator of this thread and it still does not work for me 99.9% of the time. The app and website are able to authenticate but then are unable to load the portal. Please advise.
Did you try different browsers? I can't use Chrome for the Mail web site; I have to use Edge.
dcseeley: I have responded to your private message please reach back out to me there.
dek2003 wrote: I am the originator of this thread and it still does not work for me 99.9% of the time. The app and website are able to authenticate but then are unable to load the portal. Please advise.
I can assist you as well, since ComcastFrancisco has already reset your modem and created a ticket on your behalf. The next step is getting a tech out to replace the equipment, has anyone contacted you regarding your ticket?
dek2003 wrote: No, nobody from Comcast has contacted me regarding this issue
I can look into your ticket and update you on our progress, please send me a private message with your full name, street address, and account number.
dek2003 wrote: Thank you for your assistance. xFi is now functioning as expected
I am glad that we were able to get this feature working properly for you, have a good day.
After multiple calls to support (hours of my time) I finally gave up. My xFi stopped working on 09-17 and sometime last week I noticed it was working again (week of 10-01). I had a tier 3, yada yada super support ticket in and have yet to hear that its closed, pending, resolved, open?? All I know is that it's now working, and it took them about 2 weeks. Good luck with this it's annoying. Oh, when you get those little surveys in your inbox after you call in for support you might fill one out? I did after my most recent call to support - not saying that’s what prompted the service to start working again for me, but it is coincidental that it happened about the time I commented.