Xfinity App and iPhone8

As I am not having success obtaining information about land line billing issues (after spending hours) with the Xfinity web site, online chats, and calling various phone numbers (which ultimately lead to a dead end as the choices do not apply--and there is no option to talk to a person), I am attempting to use the Xfinity app via my iPhone8 Plus IOS16.7.11 to get answers to landline billing questions for my elderly mother.

Quite some time ago I was logged in via app on phone and apparently today I was still logged in as I was able to access some information. I eventually received a message with a red & white "!" and message "Looks like you need to update this app. This version of the Xfinity app is no longer supported. To continue you'll need to update to the latest version." followed by black & white "Update now" which takes me back to the to the app store.

1) When and how were customers notified about the Xfinity app upgrade incompatibility with iPhone8 Plus, so that we could plan for this change?

2) How can I address a land line billing issue? I had a land line set up for my elderly mom at a low rate and suddenly the monthly bill increased by 200%.

3) My mom moved mid June & there is still a credit on her former account--I thought I was told that the credit would be transferred to the new account, but that has not happened.

4) Last weekend Xfinity techs were addressing my mom's TV problem and switched out equipment, which caused her separately billed land line to be unavailable from Sat-Tues--how can I ensure that she receives a credit as no transaction history appears to be available/accessible online.

Please advise.

Responses

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XfinityDuron

Official Employee

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93 Messages

16 days ago

Hello @user_5ejoqb I do understand the importance of making sure your mom account is up-to-date with the proper billing. Are you an authorized user on the account in question?

user_5ejoqb

Visitor

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5 Messages

Yes I am an authorized user.

16 days ago

user_5ejoqb

Visitor

•

5 Messages

16 days ago

Yes, I am an authorized user on the account in question.

XfinityDuron

Official Employee

•

93 Messages

Perfect! As far as the app updates, you can either set your App functions to update automatically or manually. When you do it manually you will need to check your app store periodically to see if you are eligible for an update. If you keep it on automatic, your apps will upgrade on their own when the upgrade is released. As far as your billing issues I will need you send a direct message to begin the process to

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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.

16 days ago

user_5ejoqb

Visitor

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5 Messages

Apparently I was not clear--the current Xfinity App available in the store is not backward compatible and does not run on my iPhone 8 Plus!

I don't see a pencil/paper icon when I click on https://forums.xfinity.com/direct-messaging - where on the page is it located?

11 days ago

user_5ejoqb

Visitor

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5 Messages

Apparently I was not clear--the current Xfinity App available in the store is not backward compatible and does not run on my iPhone 8 Plus!

I don't see a pencil/paper icon when I click on https://forums.xfinity.com/direct-messaging - where on the page is it located?

11 days ago

XfinityQuemekia

Official Employee

•

414 Messages

@user_5ejoqb You can check here for an example: https://comca.st/3kYXwkR.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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9 days ago

PleaseGiveMePatienceGod

Visitor

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4 Messages

9 days ago

I'm having the same issue. If the Xfinity website offered the same functionality as the app, there wouldn't be as much of an issue here. However, the website has much more limited functionality than the app. For example, you can't manage connected devices through the website or the admin interface of the gateway router. This is a terrible user experience and design decision. Why are you forcing people to use the app? With this latest app update, people without newer cell phones are locked out of certain functionality. This issue needs to be escalated and equivalent functionality needs to be offered through the Xfinity website.

Xfinity App

user_5ejoqb

Xfinity App and iPhone8

XfinityDuron

user_5ejoqb

user_5ejoqb

XfinityDuron

user_5ejoqb

user_5ejoqb

XfinityQuemekia

PleaseGiveMePatienceGod

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