Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_8noqjd
1st Topic
1st Like

1 Message

Monday, April 29th, 2024 8:56 PM

Closed

Sorry, That didn’t go as planned

I am not able to open the Xfinity app. I keep getting the message Sorry that didn’t go as planned. I have the option to try again (when I click this it just refreshes the page and I get the same message every time) or to sign out , when I sign out then sign back in I just keep getting the same message

Question

 • 

Updated 

4 months ago

449

6

Was this helpful?

Ghostpaws

3 Messages

7 months ago

I'm having this exact same issue.

0

user_jypydk

1 Message

7 months ago

Same issue on mine and my wife's phone 

1

XfinityRay

Official Employee

 • 

2.2K Messages

Hi there, user_jypydk and thread. We are aware of an issue that affecting being able to login. Our engineers took this on and have since resolved the issue. Are you able to login now or are you still seeing the error message? 

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.tick

7 months ago

0

Ghostpaws

3 Messages

7 months ago

I've tried 2 different phones. Un-installed the app. Restarted. Then re-installed.. and reset my password. Nothing is working. I'm on Android.

Xfinity hopefully is aware. It's probably their backend system. Though I don't count on them at all.

Sorry, I forgot to add that my modem is currently working fine, it's a consistent stable white. No blinking, and I know I'm connected. That doesn't solve this issue though. If I have trouble with it and the app isn't working, issues will certainly further arise.

I could technically reset my modem manually, but I am concerned it won't come back online because of this issue. 

I have a home security issue I cannot access. You have a lot of customers who don't know how to manually reset their modem without your app. You have made your customer base rely so much on your app. 

Xfinity, you need to throw an update out there. This is a huge problem.

(edited)

1

user_462nvd

1 Message

How did you fix it ?

5 months ago

0

Ghostpaws

3 Messages

7 months ago

The app is now working and I appreciate it being resolved. 

What I don't appreciate is none of the 4 posts including this one, completely ignored by Xfinity staff. I am not one who complains normally, but you had more than enough people posting here (and I'm sure plenty calling in) to warrant some response. Some kind of update or at least acknowledgement that the problem was being worked on. My opinion of Xfinity customer service hasn't changed or gotten better in over 15 years. Yikes.

1

XfinityAldrik

Official Employee

 • 

1.7K Messages

Thank you for your patience @Ghostpaws! We’re glad to hear the app is working now! Please note the community forums has a timer set to encourage community engagement between customers and the awesome volunteers that support our forums. If the issue is unresolved after 2 days we reach out to provide further assistance.

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.tick

7 months ago

0

XfinityAlfonso

Official Employee

 • 

1.2K Messages

7 months ago

Hello @user_8noqjd is this issue resolved for you? We did see this issue when it started on the 29th and were able to implement a fix within 24 hours.  If this is still an issue please let us know. 

2

0

user_3p70od

1 Message

still happening now.  don't get it

4 months ago

0

XfinityAldrik

Official Employee

 • 

1.7K Messages

Thank you for reaching out to us @user_3p70od! Are you able to check if this issue happening on multiple mobile devices in your home? Are you able to clear the cache and cookies for your mobile device’s web browser?

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.tick

4 months ago

0

user_lt4jhe

1 Message

4 months ago

Same problem. I cleared all the browsing data from the two web browsers on my phone (running Android 7) and also cleared the Xfinity app data and tried again. No luck! "Sorry, that didn't go as planned"
Note this is a backup phone with no SIM. My aim is to have something that will connect to open and hotspot 2.0 wifi if I happen to lose my current phone.

(edited)

0

0

forum icon

New to the Community?

Start Here