xfinity app problems

2026-08-11. When I access my account using a browser the information displayed is what I expect and is correct. However, when I access my account using the Xfinity App on a iPad the information about my account is incorrect, even going so far as to indicate that I have no Internet connection. Since my iPad doesn’t support a cell connection the only way I can connect is thru the Internet. Is the App broken?

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EG

Expert

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120.9K Messages

1 month ago

Concern moved here to the Xfinity App help section for assistance.

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XfinityJorge

Official Employee

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3.3K Messages

1 month ago

Thanks for your post and for letting us know about the issues you are having with our app on your iPad. Have you attempted to uninstall and install the app again? We are here to help you through this.

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user_i5y06u

Visitor

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3 Messages

Yes, I have uninstalled and reinstalled. This morning the App indicates that my modem is online. However, when I navigate to the plan information the App shows three devices, my own modem and two gateways. Since I use my own modem it does not make sense that I would have a single gateway let alone two. Note that when I log on to Xfinity with a browser the status page only has my modem listed in the devices section.

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1 month ago

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XfinityThomasC

Official Employee

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3.6K Messages

@user_i5y06u can you tell me what model iPad you have the Xfinity App downloaded on? Do you experience the same issue using any other mobile devices?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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user_i5y06u

Visitor

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3 Messages

I have an iPad Pro M4 and an iPhone Pro both running latest 26.6 os. The Xfinity App on the iPhone won’t even bring up the login screen and complains about my Internet connection. Yet, I can run Speedtest with 347/41 Mbps results and cellular data turned off. I think the App is broken.

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1 month ago

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XfinityThomasC

Official Employee

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3.6K Messages

@user_i5y06u I'd like to review your account and perform some troubleshooting to fix this issue. If that does not solve your issue we can get a ticket opened with our advanced repair team to figure it out. Could you please send our team a direct message with your full name and full address? To send a direct message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer. tick

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1 month ago

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Xfinity App

user_i5y06u

xfinity app problems

EG

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