Xfinity Connect Mobile App

[Bchuk]

I am suddenly getting an error message that "caller I'd has failed. Please try again" on my iPhone 4. It has been fine until today. I've tried to reset it but continue to get same message.

[MacGuy23]

Had the called ID on my iphone working for 2 days now and today I started getting a message that the Called ID on my iphone failed and to check my settings. When I go to my settings on the Xfinity Mobile App, everytime I click on the "on" button for the Caller ID Notifications feature, it says "Updating..." and then it comes back with an error "Caller ID Notification has failed. Please try again." What's going on? it was working just fine...Yes I have triple play and the Caller ID works fine on my TV. Is this a Comcast problem? I uninstalled the app, rebooted the iPhone and re-installed the app to no avail. Any help? Thanks

[BethKatz]

These seem to be new concerns as of January 1. I don't have caller ID or Comcast Digital Voice, so I can't test this. The moderator is not here this weekend, and few of the volunteer customer helpers have these services.

You might try emailing We_Can_Help@cable.comcast.com or tweet about it on Twitter to @comcastcares

However, I don't know if anyone is covering that right now either.

[Morac2]

I having the same problem. It seemed to trigger some time during the night as when I woke up I had a push notification telling me I had been disconnected from the caller ID server and that I needed to go into the Xfinity Mobile 3.0 app settings to fix this.

I opened the app and it told me I needed to go to the Digital Voice - Call Forwarding area to re-enable the caller ID Notification.  When I went there it showed as on so I turned it off and tried to turn it back on, but keep getting the following error:

"Caller ID Notification has failed. Please try again."

Caller ID notifications were working yesterday (12/31/2010), but now they don't and I get that error all the time now trying to turn it back on. 

I also get the following error if I leave the app and go back in while on the Settings screen. I don't know if it's related though. 

"Notifications Not Disabled.  The request to unregistered for notifications was not successful. You may continue to receive alerts even when logged out. To turn off notifications, set Notifications to off from the settings screen. "

Email and voice mail notifications still show as on (they should be on), but I can't get Caller ID notifications to turn back on.   

I'm thinking this has something to do with the new year, but it could be a coincidence. Either way it's broken.

[Morac2]

This also seems to be affecting the University Caller ID PC software on the PC.  It won't connect either.   It just sits as "Logging in".   The Caller ID notifications on the cable box do work though.

Here's the push notification message I got (twice):

Also here's the message that shows up when trying to turn on Callier ID Notifications:

[dink69]

Just adding my voice to the users that had it working and now as of 1/1/11 I get the same message as everyone above "Caller ID Disabled.....". Tried everything and can't get it back. I thought the Y2K bug was a non-issue but it looks like the 1-1-11 bug isn't!

[BethKatz]

I'm trying to get some Comcast response on this. Thank you all for being thorough in your explanations. I'm sorry I can't help you more, but I don't have Digital Voice. Hopefully someone official will step in with an answer.

But in the meantime, if anyone comes up with a solution or workaround, please post it.

It sure looks like a new year glitch. I remind my kids that Y2K would have been a problem if there hadn't been so much upgrading and adjusting beforehand. But 1/1/11 shouldn't have been a problem.

[DivaBeryl]

I've also started getting this and almost wasted time trying to get Chat support on it. Please resolve this quickly. Thank you.

[dlw667]

Same here. Maybe it's a 1-1-11 bug.....comcast will have it fixed by 2012.

[RobertGrif]

I am also having the identical symptoms and problem.  I contacted Comcast Live Chat support and they were nice but pretty useless... said that my Caller ID>PC was toggled on and that I should contact Apple. They are closed today too.

I'm getting the same screen messages that Morac2 posted.  Repeated attempts to turn on Caller ID all failed.  

Please fix ASAP.  Thanks!

[RobertGrif]

BTW, for troubleshooting purposes:

 - Happened on both my iPhone 3gs and iPad.

 - Both are running iOS 4.2.1

 - Both have the latest xFinity app v3.0

[dwsteel]

Same problem here. I'd just get rid of my land-line if cell reception didn't suck so bad.

[ringaround]

Same problem here south of Tallahassee as well. Caller ID not working today.

[BethKatz]

I'm pretty disappointed that no one from Comcast has posted here or acknowledged the problem. A least one person tweeted about it a couple of hours ago. I tweeted about 7:30pm EST. I notified the forum administrator earlier today. I sent email to We_Can_Help@cable.comcast.com about 3:30pm (4 hours ago).

Edit: Looking through the tweets, several of you have brought this up and at least one of you linked to this thread. Thank you.

Edit again: I think I have some Comcast attention on the issue now. 8:15pm EST

[CC_Dete]

Thanks for confirming the issue everyone. We are looking into this and apologize for the inconvenience.

[scott123]

Started having this problem last night, and found the thread here today.  I'm so glad this forum and twitter avenues exist for support...   Always find someone here who actually LISTENS and investigates, instead of just trying to read from their useless support script.

The direct opposite, I might add, of Comcast's online chat...  As it exists today, Comcast's online chat is less than worthless, never got any help there -- just a run-around, misidagnosis, and misdirection every time.  The clueless people on chat are always nice and polite, but their only real skill is wasting an hour of my time whenever I have a problem....

Sure wish the online chat department could take some lessons from the team at twitter / we_can_help@cable.comcast.com!

Looking forward to seeing this problem resolved.  My guess is someone forgot to renew some server software license that expired 12/31....

[CC_Dete]

We've completed initial triage on the problem and anticipate a swift fix. At this time, I'm not able to share a precise ETR. Please watch this post for updates as to when the problem will be resolved.

[Morac2]

Just a FYI, but whatever is wrong also appears to be affecting the PC application as well.  That simply gets stuck "logging in".  At least both problems started happening at the same time which would make it a backend problem.

[Lowrance4]

Same problem here.  Glad to see Comcast is on it, but wanted to let you know that it is happening in Illinois too.  The uploaded pictures were great.  I have the same messages popping up on mine too.

[Hepinstall105]

I keep getting an error message: check caller id setting, caller id has been lost"

[BethKatz]

Because I don't have Comcast Digital Voice, I can't tell if this problem was fixed overnight. The note above (moved from another thread) suggests that it wasn't. How about the PC issue?

[dink69]

Thanks for the updates Beth and CC_Dete - Just to let you know....still not fixed overnight here. Same issues today on 1-2-2011. I know you guys are working on it though so I'll keep checking back when it's up and running. Thanks!

[Chiefwej]

Mine is still down. But Comcast isn't the only one w/ 1/1/11 issues.  The alarm function on all iphones quit working at midnight on New Years and won't be back up until 1/3/11.

[Morac2]

Edit: Never mind, see post below

[Morac2]

I started getting Caller ID push notifications, but was still getting errors within the app trying to adjust the settings so I decided to uninstall the app and reinstall it.  That seems to get things in sync as the Caller ID notifications now show as "on" and I got a message saying that I will now receive caller ID notifications.   I also tested it by calling myself and a notification popped up on my iPhone.

So for people still having problems, try uninstalling and reinstalling.

[CC_Dete]

All - the service has been restored. Please let us know what you're seeing.

[scott123]

Working correctly now, THANKS!

[dink69]

Working here now too - thanks!

[ringaround]

Working in Tallahassee again. Thanks.

[RobertGrif]

Working in Carbondale, CO too. Thanks!

[BethKatz]

Yeah! Sorry it took me a while to figure out how to get the issue some attention.

[Rob0607]

I've just downloaded the xfinity mob app for my iPad, and I'm getting the same error message when trying to turn on caller ID. It works fine on my tv. Anybody got any ideas on how to fix this?

[edfroncz]

I have the same problem on my iphone and ipad.  I tried to get help from online chat but that was no help. It used to work and then one day it just stopped working.  I would really appreciate some help in getting this to work again.

[BethKatz]

I'm nudging. I have no way of checking  this and don't have much leverage.

[ComcastKchahal]

Can you log out and log back in to the app and see if it works?

[edfroncz]

I have tried that already (just did it again).  I have also deleted the app and reinstalled it but that did not help either. 

[Rob0607]

I've tried logging in and out and reinstalling too. Still doesnt work!

[DELPARK]

I have tried logging out and back in as well...no luck

[Rob0607]

I've deleted the app now. It also crashes when trying to use the tv listings too.

[ComcastKchahal]

Rob0607 - It should work for you if you log out and re-install. 

Which TV listings you are talking about ? The Xfiniyt mobile app for iOS does not have TV listings. for that please download he Xfinity TV app.

edfroncz - It appears that you don't have Caller ID service enabled for your subscription. Please contact billing on 800COMCAST and request for feature addition. 

Was Caller ID on Xfinity mobile app working before.  ?

Thanks,

Kchahal

[edfroncz]

Yes, it was.  I thought I was signed up for Caller ID?   The chat representative I spoke with told me I was? 

[ComcastKchahal]

Okay. I have asked if they can add it back to your profile, or else you will have re-submit a ticket with CARE.

Stay tuned.

[Rob0607]

Cool, thanks, everything seems to work now. Will keep you posted on any developments!

[ComcastKchahal]

---

edfroncz wrote:

Yes, it was.  I thought I was signed up for Caller ID?   The chat representative I spoke with told me I was? 

---

   edfroncz : You need to call Customer care and ask them to add the Caller ID rate code for your subscription.

   regret the discomfort caused, but this has to come from the customer as a request.

[DELPARK]

I still am unable to receive caller ID on my iPhone. I have tried logging out and back in, have deleted and reinstalled the app and it is still greyed out and won't allow me to turn it on. The caller ID works fine on my TV's. Will someone please help

[ComcastKchahal]

DELPARK - stay tuned as i have asked our team to investigate your account.

[ComcastKchahal]

DELPARK - can you check if your Caller ID is working on your PC client. Download the Caller ID PC client and see if it works

Thanks,

Kchahal

[DELPARK]

I downloaded it, but nothing happens when a call comes in.  Caller ID works on house phone and tv, but not on iPhone and PC.

[ComcastKchahal]

DELPARK - There was some issue with your account which now has been resolved.

Can you log out and log back in and try again. ?

[ComcastKchahal]

Delpark - i am assuming your Caller ID on mobile is working now.

can you confirm?