1 Message
Self install app crashing
Hi - I’m doing self install of a modem I picked up at the Xfinity store today. after I open the app and select “modem setup” for my loaned modem/router, the app crashes and reports “sorry that didn’t go as expected.” I power cycled my phone, power cycled modem. Even writing this message the Xfinity website is buggy. This process keeps getting worse over time, I might just give up and switch to att&t. Need help asap
EG
Expert
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109.5K Messages
26 days ago
Concern moved here to the Xfinity App help section for assistance.
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XfinityThomasC
Official Employee
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2.4K Messages
24 days ago
Hello, @user_70cyss sorry for the inconvenience of not being able to add your new modem with the Xfinity App. It would be my pleasure to add that device for you and then troubleshoot the app. To get started, could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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