Cant log into app to activate router

Hi @user_e05bum I'm sorry to hear you’re having an issue with activating your modem and your username error. 

Can you use this link (xfinity.com/username) to confirm you're signed in under the username we have associated with your account? I would like to first start there and make sure everything is correct. 

I can also confirm your username and activate your modem from my side. 

Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

I can not log into the Xfinity mobile app that is up-to-date.  I can log in via a web browser to my account so the issue is the app, not my login.  Clearing cache and history, rebooting the device, and making sure cookies are enabled dit not make a difference.  The problem is I can not update the new router without the mobile app.  How dumb is this system?  Then there is no actual support.  The AI bot is trash, it just goes in a loop asking the same circular questions and failing to provide actual answers or redirect to actual useful support.  I now understand why Xfinity is one of the most hated customer service departments in the US by consumers, not that they care, with a monopoly in many locations they don't have to spend for customer service.