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user_5f1c78
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Monday, September 5th, 2022 3:13 PM

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Xfinity App Activation - “Sorry, We’re Having Some Trouble”

I recently purchased an internet service plan, but I'm unable to activate using the app. I'm able to log in to Xfinity from the web browser, but the following errors pops up when I try to sign in on the xfinity app. “Sorry, We’re Having Some Trouble”

I've tried some basic troubleshooting such as closing and reinstalling the app, restarting phone, etc. to no avail. Customer support has been unable to provide a solution.

Any assistance would be appreciated.

Question

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2 years ago

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Official Solution

CCJessie1

Retired Employee

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5.9K Messages

2 years ago

All,

Thank you for sharing your feedback here about your troubles with the activating equipment using the Xfinity app. The most common issue we see with this error is, customers using old account login credentials for their new account. When moving, you will need to activate your new account and set up new login credentials before you will be able to get your new equipment activated. Please let us know if you continue to experience this issue with your new login information. 

For those who are new to Comcast, we ask that you follow the directions for activating your equipment outlined here: https://forums.xfinity.com/conversations/internet/answered-how-to-self-install-and-activate-your-internet-equipment/602da4a9c5375f08cd852fa4. If you continue to experience issues with activating your equipment, please reply to this post with exactly where you experienced the issue and information to any error messages you receive. Screenshots of what you see would be greatly appreciated. This information will help us better to identify where the failure is happening and how we can assist. 

Finally, we ask that you please ensure both your phone and the app are on the latest update. This ensures any bugs or issues that may inhibit your ability to activate and install your equipment yourself. If you simply cannot get the app to work, you can also try activating your equipment online at Xfinity.com/activate.

Thank you again for your feedback. Please let us know if you have any other concerns or comments you would like to share. 

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EG

Expert

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107.1K Messages

2 years ago

Try calling 1-855-652-3446. That is their device activation line.


If that doesn't work for you, you can call 1-800-comcast and tell a rep that you would like to have a new modem provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.

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user_3518a8

Visitor

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1 Message

@EG​ The phone line just tells you to use the app. Utterly useless.

2 years ago

0

EG

Expert

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107.1K Messages

@user_3518a8  How about the 1800comcast number ?

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

0

user_62bacb

Visitor

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2 Messages

2 years ago

Having the exact same problem as you. Xfinity's customer service has not been helpful at all

1

CCShan

Official Employee

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443 Messages

Hello @user_62bacb  I'm sorry to hear you're experiencing issues with the App. Are you able to log in on the website? Are you seeing the issue on multiple devices? Are you getting any specific error messages or codes? We do suggest 1. closing and restarting the app  2. deleting and reinstalling the app. Please let us know if these steps don't help. 

I no longer work for Comcast.

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

2 years ago

0

CCDevinC

Contributor

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473 Messages

2 years ago

Hi there @user_5f1c78 ! Thank you for taking the time out of your day to reach Xfinity here on Forums! We are sorry you are having this issue with the Xfinity stream app.  Do you still need assistance?

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EG

Expert

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107.1K Messages

2 years ago

Concern moved here to the Xfinity App help section.

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halcyongolf

Visitor

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2 Messages

2 years ago

This seems to be a common problem.  I too cannot log into the app. I get the same error message. Xfinity is simply the worst and I feel sorry for all of us who are forced to have them as out ISP.

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JH_user

Visitor

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2 Messages

2 years ago

Yep. I am having the same issue with the app. Clearly something is broken on their end. None of the options they posted here have fixed it. Please fix your app xfinity. This is extremely ridiculous. 

1

user_718d7e

Visitor

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1 Message

Did you ever get the problem fixed ? And if so how ???

2 years ago

0

noelle409

Visitor

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7 Messages

2 years ago

I have the same issue

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cameron.avi

Visitor

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1 Message

2 years ago

having the same issue right now, just got an xFi and I'm trying to use the app to set it up. Nothing suggested here has worked.

1

XfinityRoberto

Official Employee

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1.5K Messages

Hi there @cameron.avi. Thank you so much for letting us know you are having troubles activating your service. You are in the right place and I am happy to assist you today. Are you using your Xfinity Username ID to log into the Xfinity App? 

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

2 years ago

0

user_72469c

Visitor

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1 Message

2 years ago

Same here. It was painful process to purchase already and now this.

1

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CCLysa

New Problem Solver

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617 Messages

I appreciate you sharing your experience. We want to be sure we can get this resolved for you. Are you able to sign in using the website? 

I no longer work for Comcast.

2 years ago

0

user_bcbe3c

Visitor

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1 Message

2 years ago

Having the same issue. Trying to set up my modem and can’t get into the app. Try calling the number and get told to use the app. Just switched to xfinity from spectrum and already starting to regret it. I hope xfinity customer service is at least trying to figure this out.

1

XfinityEricB

Official Employee

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1.7K Messages

Hello @user_bcbe3c, and thank you for letting us know you are having trouble with logging into the app to activate service. I would be happy to assist you with fixing the problem! 

Can you send us a private message with your full name, name of account holder (if different), and service address?

To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

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

2 years ago

0

user_3a3a88

Visitor

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1 Message

2 years ago

I am having the same problem, the app is not working!

1

CCChe

Official Employee

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6.9K Messages

Hello @user_3a3a88. Sorry for the issues you're having. I wanted to check in with you to see if you were able to get this resolved? If not, I'd be happy to help with some troubleshooting. 

I no longer work for Comcast.

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

2 years ago

0

Metalyx

Visitor

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3 Messages

2 years ago

I am having the same issue. I suppose I should pick another provider?

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Metalyx

Visitor

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3 Messages

2 years ago

Same issue. What am I supposed to do with this?

1

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XfinityThomasA

Official Employee

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1.8K Messages

@user_3a3a88 - You've reached the right team for help. Could you please send our team a message with your full name and full address? We can definitely take a further look at this issue.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

2 years ago

0

JH_user

Visitor

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2 Messages

2 years ago

I was eventually able to get mine activated once I got to an actual person in the live chat support option on their website. I would suggest the same for everyone else here!

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