About ComcastRachelH

ComcastRachelH · ‎07-09-2015

Hi twing1983 - I pulled up your account & see you have been successfully able to log in. Rachel

ComcastRachelH · ‎07-09-2015

Hi twing1983 -- We recently experienced a higher amount of 43401 errors than usual & our engineers believe to have found the source of the error. Can you please try logging in again today & let me know if you are still experiencing this issue? Thanks! Rachel

ComcastRachelH · ‎07-08-2015

Hi triniboy646 - I've opened up a ticket on your behalf & will follow up with you here. A tech may reach out to you directly to troubleshoot. Thanks, Rachel

ComcastRachelH · ‎07-08-2015

Jamalmoreau - I will private message you. Thanks, Rachel

ComcastRachelH · ‎07-08-2015

Mrhrphillips - I pulled up your account & it appears you have disconnected your service. If you believe this is in error, please contact billing. Thanks! Rachel

ComcastRachelH · ‎07-08-2015

Ivanmartin07 - I pulled up your account & believe you are using the correct credentials to log in. I see you are receiving 43401 & 43400 errors & would like to add your username to a ticket I have already opened to investigate this error. I will follow up with you via the forums. Thanks, Rachel

ComcastRachelH · ‎07-07-2015

Hi Condo02 - When logged into the forums, private messages can be accessed at the upper right hand corner of the page. The icon will look like an envelope. Thanks! Rachel

ComcastRachelH · ‎07-06-2015

Hi Condo02 - I'd like to help troubleshoot. I've private messaged you. Thanks, Rachel

ComcastRachelH · ‎07-06-2015

Hi Condo02 - I'd like to help troubleshoot. I've private messaged you. Thanks, Rachel

ComcastRachelH · ‎07-06-2015

Hi Ginamartin327 - I pulled up your account. I will private message you. Thanks! Rachel

ComcastRachelH · ‎07-06-2015

Hi Mandmnelson - I pulled up your account info & believe you are not using the email address associated with your Xfinity Home account. At this time, we only support signing in with the username/email that was provisioned when you signed up for service. I have private messaged you with the primary username/email address. Please try signing in with the email address I provided & let me know if this resolves your issue. Thanks! Rachel

ComcastRachelH · ‎07-06-2015

Hi tylerrankins - I pulled up your account & see no current Xfinity Home security service listed. I see you recently had a truck roll for XHome camera issues. Are you a current subscriber of our security service? Thanks! Rachel

ComcastRachelH · ‎07-06-2015

Hi matthewclawton - When I pull up your general account information I see a Disconnected Status. This would be a cause of a 43401 error. Have you recently disconnected your service? Thanks! Rachel

ComcastRachelH · ‎07-06-2015

Hi mosodak - We still support the iPhone 4s. If you are having difficulty downloading the update, please try Apple Support: https://www.apple.com/support/itunes/contact/ Thanks! Rachel

ComcastRachelH · ‎07-02-2015

Hi DCsGladiator - Thank you for the feedback. We are always looking at what features are most important to customers & this type of video recording is something that is requested frequently. Thanks! Rachel

ComcastRachelH · ‎07-02-2015

Anon914943 - Happy to help. Please feel free to reach back out if you experience any other issues. Rachel

ComcastRachelH · ‎07-02-2015

Rjmmoon - We are actively working on improving our customer experience. Increased activity on this forum is a direct part of that. All the information I gain from working with customers on this forum is brought back to our developers to work into our applications, whether it be bug fixes, user experience, features, etc. Rachel

ComcastRachelH · ‎07-02-2015

Hi Rjmmoon - The most common reason we see 43401 errors is when customers log in with a username that is not the primary associated with their Xfinity Home security account. To help them reolve this issue, I need to work one on one via PM to provide them with that username. Currently there is a larger issue happening that is causing 43401s & that is something our developers are working on a broader fix for. Rachel

ComcastRachelH · ‎07-01-2015

Hi antoine9891 - I pulled up your account & currently see no rate codes for the Xfinity Home security service. Are you a current subscriber? Thanks! Rachel

ComcastRachelH · ‎07-01-2015

Hi shyn9091 - In general, there are multiple possible causes for a 43401 error. The most common cause is a user attempting to log in with a username that is not associated with your Xfinity Home security service. However, currently we are experiencing a larger issue that is causing 43401 errors for users even when they are inputting the correct log in information. We are actively working on a resolution & will provide updates on the issue as they are available. I have added your account to the list of forums users that are posting & will continue to track this for you. Thanks! Rachel

ComcastRachelH · ‎07-01-2015

Some customers have recently experienced 43401 errors while using the Xfinity Home mobile app. Engineers are actively addressing this issue & we are seeing reduced errors at this time. I will provide updates as they are available. Thank you for your patience. We apologize for any inconvenience we may have caused. Thanks, Rachel

ComcastRachelH · ‎07-01-2015

Hi mnyce94 - Thank you for following up & letting me know. I pulled up your account just to confirm & see everything is working correctly with sign in. Please let me know if you are experiencing any other issues & I apologize for the inconvenience! Thanks! Rachel

ComcastRachelH · ‎07-01-2015

Hi chris818 - We experienced an issue yesterday that led to increased 43401 errors. We are currently addressing this issue. I am following up with everyone who posted to the forums to make sure they are able to successfully log in. I pulled up your account & see you have been able to successfully log in since. Please let me know if you are experiencing any other issues & I'm very sorry for the inconvenience! Thanks! Rachel

ComcastRachelH · ‎07-01-2015

Hi acomey - We experienced an issue yesterday that led to increased 43401 errors. We are addressing this issue. I am following up with everyone who posted to the forums to make sure they are able to successfully log in. I pulled up your account & see successful log ins this morning. I'm very sorry for the inconvenience! Thanks! Rachel

ComcastRachelH · ‎07-01-2015

Hi Hcastillo, mirandatd & chris818 - We experienced an issue yesterday that led to increased 43401 errors. We are currently addressing this issue. I am following up with everyone who posted to the forums to make sure they are able to successfully log in. I pulled up your accounts & see you all have been able to successfully log in since. Please let me know if you are experiencing any other issues. I'm very sorry for the inconvenience! Thanks! Rachel

ComcastRachelH · ‎06-30-2015

Jennphen539 - Not a problem! Happy to help! Please reach out if you need any other help. Rachel

ComcastRachelH · ‎06-30-2015

Hi monster916 - Thanks for checking back in. Happy your issue was resolved. Please reach out again if you need help. Rachel

ComcastRachelH · ‎06-30-2015

Hi jennphen539 - I've pulled up your account & will private message you! Rachel

ComcastRachelH · ‎06-30-2015

Hi aparker79 - To log into the Xfinity Home security mobile app, you need to use the username provisioned when you signed up for this service. I have private messaged you with that username. Thanks! Rachel

ComcastRachelH · ‎06-29-2015

Hi mgkamish - I've private messaged you. Thanks! Rachel

ComcastRachelH · ‎06-29-2015

Hi Rjmmoon - Yes, this is one cause of a 43401 error. Currently we only support log in with the primary username provisioned during account creation. Thanks! Rachel

ComcastRachelH · ‎06-26-2015

Hi alikat04 - We believe to have addressed the issue causing these errors. Can you please check that you are able to log in & let us know? Thanks! Rachel

ComcastRachelH · ‎06-26-2015

Hi kgowen4444, tr0fster, & natjo118 - We believe to have addressed the issue causing these errors. Can you please check that you are able to log in & let us know? Thanks! Rachel

ComcastRachelH · ‎06-26-2015

Hi monster916 - We believe to have addressed the issue causing these errors. Can you please check that you are able to log in & let us know? Thanks! Rachel

ComcastRachelH · ‎06-26-2015

Hi tr0fster & noreen6316 - We believe to have addressed the issue causing these errors. Can you please check that you are able to log in & let us know? Thanks! Rachel

ComcastRachelH · ‎06-26-2015

Hi Justwaxed - We believe to have addressed the issue causing these errors. Can you please check that you are able to log in & let us know? Thanks! Rachel

ComcastRachelH · ‎06-26-2015

Hi Steve - We believe to have addressed the issue causing these errors. Can you please check that you are able to log in & let us know? Thanks! Rachel

ComcastRachelH · ‎06-25-2015

Hi blockms - I'm really sorry for all the trouble you've had and I understand how frustrating it can be. Please understand we are actively working on providing a better customer experience & streamlining our systems, so we are giving our customers consistent information. I work to relay customer experiences from the forums back to our team so concerns are being heard. Thank you, Rachel

ComcastRachelH · ‎06-25-2015

Hi Anon914943 - I pulled up your account & see you were able to successfully log into the app. Are you still experiencing this issue? Thanks! Rachel

ComcastRachelH · ‎06-24-2015

DCsGladiator - I see broadband is down. I'll open a ticket for you to get this resolved. Thanks! Rachel

ComcastRachelH · ‎06-24-2015

TAUNEMCKENZIE - I've private messaged you. Thanks! Rachel

ComcastRachelH · ‎06-23-2015

Hi Kuczmarshall - I believe the error stems from the model of touchscreen you have. I've opened up a ticket & a tech should be reaching out to you shortly. Thanks! Rachel

ComcastRachelH · ‎06-23-2015

Hi blockms - I pulled up your account & see you've already spoken to a tech & have been issued a full credit. Please let me know if you have any further concerns. Thanks! Rachel

ComcastRachelH · ‎06-23-2015

Hi Saftliner7 - A common cause of this error is using an incorrect username when attempting to log into the app. We also notice this error when a customer has signed up for Xfinity Home security with a non @comcast.net username. I have private messaged you. Thanks! Rachel

ComcastRachelH · ‎06-22-2015

Hi Baloo75 -- Happy we were able to resolve this quickly for you! Please reach out again if you have any other issues. Thanks! Rachel

ComcastRachelH · ‎06-22-2015

Hi Stardoc1 - I pulled up your account & don't see any billing codes for Xfinity Home. The app you are trying to log into is for the Xfinity Home Security service. Are you a current subscriber? Thanks! Rachel

ComcastRachelH · ‎06-18-2015

Hi peterkendall - I'd like to confirm you are using the correct username when logging in. I will private message you. Thanks! Rachel

ComcastRachelH · ‎06-18-2015

Hi Audrey - At this time only the primary username that was provisioned with your Xfinity Home account may log into the mobile app. We are working on multiple sign on in the future. Thanks! Rachel

ComcastRachelH · ‎06-17-2015

Hi audreyweekley -- Sorry you are experiencing issues with the app. I have opened up a ticket on your behalf to investigate the source of the error & will follow up with you here. Thanks! Rachel

ComcastRachelH · ‎06-16-2015

Hi amonkey91 -- This section of the Help Forum is for the Xfinity Home security system. I believe you should be posting here: http://forums.xfinity.com/t5/XfinityTV-Mobile-Apps/bd-p/TVmobileapp Thanks! Rachel