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About RolandMartin
since
01-15-2017
11-17-2019
RolandMartin
Frequent Visitor
7
Posts
1
Kudos
0
Solutions
09-12-2019
10:37 PM
Great news, my devices are showing once again and I can change channels!!!!
The only minor issue is I am seeing 4 devices and I only have 2 X1 boxes. I would guess the other 2 are boxes I returned during the problem troubleshooting phase. But this does not matter to me, I can change the channels on both X1 boxes in my home and that is all that matters.
Thank you Comcast Support for working through and solving this issue, much appreciated.
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08-29-2019
03:50 PM
Unfortunately I am still not seeing any devices. One extra piece of information which may or may not help - I sign out using Settings/Sign Out but when I click on the "Get Started" button login.xfinity.com tells me that I am already logged in. I then "Sign in as someone else", switch to using my wife's userid/password instead (on the same account) and same thing, no devices. So even when I force the device to sign in as someone else it makes no difference.
Btw - I uninstalled/reinstalled the app to see if that would help and it did not.
Thanks for the continued suuport - Roland
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08-22-2019
10:01 PM
I am not giving up. I replaced my X1 boxes which did not fix the issue. Since then I have exchanged direct messages with ComcastMartin and he created a ticket for me. Level 1 called me yesterday and I had to go through the usual problem determination script. Once that was done I was told the problem would be escalated. Within 15 minutes the same level 1 rep called me back and told me that the problem should be fixed in a future release of the Xfinity Remote app. I could not tell if this was an official acknowledgement of the problem and a promise it will be fixed or if it was a smoke and mirrors brush off. I have since exchanged messages with ComcastMartin again who is going to try to determine the status of the issue.
If anything new develops I will keep this forum updated.
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08-13-2019
11:17 PM
Comcast employee ComcastMartin has looked into the problem and has recommended I replace my main X1 DVR box. This is on my list of to-do's and I plan on taking care of this sooner than later. Lots of recorded shows to catch up on before losing them during the switch over. So as of right now I am still in limbo until I switch boxes.
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07-25-2019
10:42 PM
1 Kudo
I plan on calling support again on this issue and will post results once I do so. I have a question for ylla - did you make any changes to your Comcast plan recently? I am wondering if the two events are tied together.
Thanks.
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07-21-2019
11:45 PM
I followed your steps exactly and same thing, no devices.
I do not know if this is related but I sign out and it supposedly works but when I go to sign back in after performing all the suggested steps it tells me that I am already signed in. The signon screen has my userid filled in. I then click the "Sign in as someone else" link and complete the signon. If I hit Continue instead of attempting to sign in as someone else it takes me back to the TV remote app as if I am already signed in.
To summarize - still getting "no devices" when dropping the the TV in the left hand corner and Sign Out is not really working.
I still think someone at Comcast has to perform some type of reset or resync on my account. Getting the right person to do this is the tough part.
Thank you for your advice, unfortunately I am still stuck and cannot use the TV Remote app.
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07-20-2019
11:09 PM
First off the Xfinity TV Remote app is not listed in the Mobile Apps section of this community forum. Does that mean Comcast is no longer supporting it? If not is there a statement somewhere about this?
I am a heavy user of the TV Remote app on iPhone/iPad and I currently have no devices listed. They disappeared on me but I have 2 X1 boxes which my online account confirms. This seems to have happened around the time my service plan was updated although I am not 100% sure about that. I called support and the level 1 person was very pleasant and helpful (US based support) but she was forced to switch me over to X1 technical support. This guy had no clue and as usual with off shore support he first said some gibberish, then lied to me, then promised to try to get a resolution and committed to call me back. Yet another lie since it has been two days and no call back but if you have dealt with off shore support you know that is standard operating procedure. Quick, get the customer off the phone claiming a call back which will never happen.
Level 1 support thought something was out of sync and a person above her (X1 support) needed to perform some type of device resync. How can I get this resolved? Will someone from Comcast please give me a straight answer and whether or not I can expect this problem to be fixed?
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