Need more information. What gateway and plan do you have? Where did you get the pods from? What happens when you try to add them in the app? If you bought the pods from anywhere but through xfinity, .your pods may be tied to another account and cannot be activated.
Xfinity pro, both pods are directly from Xfinity. When I try to add them to the app I select the type and then the next screen says “we’ve encountered an error please try again” the message comes so quickly that I don’t even think it tries to find the pod. Pod is in pairing mode…and I’m right next to it. Reinstalled app..tired on another phone also..
First steps: reboot the gateway and your phone. Wait 5 to 10 minutes after the modem has booted and try again. If that fails, I would do a factory reset of the gateway. You will lose any settings you have changed, and will have to re-set up your network (use the same login in and password you are using now). The credentials you need to log in after a factory reset are printed on a label on the bottom of the gateway. If none of that works, you will have to arrange for a tech visit.
Thanks for reaching out to us we do apologize for any issues you're having preparing your pods Via Xfinity app. I've had the same issue when it came to pairing my cameras through the Xfinity app. I recommend being closer to your modem when you try and pair the pod also you may have to go through this step a few times depending on how your connection is working in your home with your Wi-Fi network and your Bluetooth.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
NoNoBadPuppy
Problem Solver
•
689 Messages
12 days ago
Need more information. What gateway and plan do you have? Where did you get the pods from? What happens when you try to add them in the app? If you bought the pods from anywhere but through xfinity, .your pods may be tied to another account and cannot be activated.
3
0
EG
Expert
•
111.4K Messages
12 days ago
Concern moved here to the Xfinity App help section.
0
0