About ComcastRachelH

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

ComcastRachelH · ‎06-15-2015

Hi Baloo75 - I pulled up your account. I see you have an older version of our touchscreen, which is likely the issue here. We have found with the latest iOS release, that this has been causing 13999 errors for some users. This is something we are addressing & will be fixed in our next release, which will be out shortly. Additionally, I'd like to open a ticket for you to see if we can do anything in the meantime. Thanks! Rachel

ComcastRachelH · ‎06-15-2015

Hi VickiMalanga -- Are you trying to log into the Xfinity Home security app? I looked at your account & see you are not a current subscriber for this service, which would throw that error code. Or are you trying to use your grandmother's account? If you give me a little more information, I can help troubleshoot more. Thanks! Rachel

ComcastRachelH · ‎06-11-2015

Hi synthetik, chrisdavis1971, chris818, Foiden -- We believe the trouble you are experiencing may be due to the wider issue posted in this pinned thread: http://forums.xfinity.com/t5/XH-Mobile-App/Intermittent-Issues-with-Xfinity-Home-Mobile-App/td-p/2538448 We'd like to know if you are still experiencing these issues. If so, then we can proceed to open a ticket. Thanks! Rachel

ComcastRachelH · ‎06-10-2015

Hi Skilley - I want to follow up with the ticket created for you. I see that our techs have been trying to reach you. I am no longer seeing any 11311 errors for your account. Are you still experiencing this issue? Thanks! Rachel

ComcastRachelH · ‎06-10-2015

Hi Windrider118 - This forum is for the Mobile Apps & I would like to help you. The ticket I can open for you would investigate the error you are experiencing on the app. The work we do here on the forums (opening tickets, investigating errors) is directly funneled back to the Client Apps team & used in future releases. Thanks! Rachel

ComcastRachelH · ‎06-10-2015

Hi arrissqa - I have private messaged you to troubleshoot this. Thanks! Rachel

ComcastRachelH · ‎06-09-2015

Astrea2015 - I have private messaged you. Thanks! Rachel

ComcastRachelH · ‎06-09-2015

Some customers are experiencing intermittent issues using the Xfinity Home mobile app. Engineers are working to resolve the issue as quickly as possible. Thank you for your patience and sorry for any inconvenience we may have caused.

ComcastRachelH · ‎06-09-2015

CandRparker - I've opened a ticket to investigate. Thanks! Rachel

ComcastRachelH · ‎06-08-2015

Indyboywilliam & Lesley123 - I have opened tickets for the both of you. Thanks! Rachel

ComcastRachelH · ‎06-08-2015

Hi one_rock -- I have private messaged you. Thanks! Rachel

ComcastRachelH · ‎06-05-2015

Hi Labman1014 - We have recently released an update to our iOS app. Thanks! Rachel

ComcastRachelH · ‎06-05-2015

lorendunkley - Not a problem. Rachel

ComcastRachelH · ‎06-05-2015

Hi PDXTrekkers - I am looking into your issue. Thanks! Rachel

ComcastRachelH · ‎06-05-2015

Hi Rjmmoon - Correct, many issues can be resolved by tech support over the phone. The ticketing process I use is a way for us to schedule a tech to call the customer. Depending on the issue, an appointment will be be made if necessary. The ticketing process is also another way for us to track issues so we can make improvements to our mobile applications. Thanks. Rachel

ComcastRachelH · ‎06-05-2015

Hi Skilley - Private Messages on this forum can be accessed in the upper right corner by clicking on the icon that looks like an envelope. When you have unread messages, this icon will also include a red circle. Thanks! Rachel

ComcastRachelH · ‎06-05-2015

Hi Robin12265 - We are sorry for the delay. One of our technicians should be reaching out to you via phone. Thanks! Rachel

ComcastRachelH · ‎06-04-2015

Rjmmoon - I am working to get these issues resolved & will provide results if they will help other posters. Thanks! Rachel

ComcastRachelH · ‎06-04-2015

Hi Rjmmoon - I private message users when I have to discuss account information that can not be posted publicly on the forums. I also open up tickets so a technician can call them directly to troubleshoot. Thanks! Rachel