Xfinity Connect Mobile App

[avi88]

I noticed yesterday people couldn't access voice or their call logs on the app. I have a Blackberry, I have logged out and in, deleted and reloaded the Xfinity app - still get the same message that I don't have Voice. I do have Voice for 2 lines and they are working fine. Can see and hear my messages on my PC, but not on my blackberry app.

Anyone have a solution? Suggestion?

[kcmunchkin]

I'm having the same problem. Can see and hear the voice/call logs on my PC, but not on my blackberry app. I have also logged out and in, pulled the battery, with no luck. I can reach my voice mail by calling my home phone.

[avi88]

I made 7 calls today to Comcast reps in all different areas. Finally someone entered an "escalated ticket." I'll post again if they find a resolution to this problem.

If anyone has any solutions, please post for us.

[stephenfwill]

Same here........I have voice, but App says I don't!!

[avi88]

I have called at least 4 more times to Comcast. They can see the problem but they can't fix it. It worked for months and then one day it was gone - and someone in 2011 at Comcast knew how to fix it but now they can't. I think it is horrible that the fix isn't documented for us.

If anyone knows how fix Blackberry Xfinity Mobile App users who have lost the ability to view their digital voice activity - all of a sudden - please help us.

I will keep calling Comcast and post a fix if I get one. Hours spent on this and it is probably a simple solution. Comcast has great products but customer service is awful.

[CCCarole]

I can't help you with this, but I have reported the Thread to the Administrator.  Note that he may not see it until the regular business week- Since it is now the weekend.

CC

[johnbusbee]

I have had the same problem for the past week.  I called Comcast last Monday to report the issue.  When I got home Wednesday there was a message on my voice mail from them that the problem had been resolved. Well it hadn't.  The blackberry app still says I do not subscribe to voice mail.  I called again Wednesday night,  came home Thursday and another message that the problem has been fixed. Of cpourse it hasn't.  I give up!

[avi88]

I should give up, but I can't.

I have called numerous times - only resulting in: lost my access to the online digital voice center - first for 1 number, then both numbers, then the other number. Then I was locked out of my primary account. Then someone disabled ALL my email accounts, except my primary account.

This is what I get for trying so hard to fix this problem - just more problems.

Each Comcast rep never looks at what the other previous reps have done. They tend not to follow up - and they don't research the problem. They reset, reboot, reinstall - but aimlessly.

My family has requested that I give up too - as they are very concerned we will end up with no phone, email or TV service because of this app problem.

It simply amazes me that I tell them on the phone that others have this problem and they don't care...  They just tell me to reinstall and reboot - and then "have a nice day."

I promise you, if anyone fixes it, I will find out how and share this.

Please continue to view and if anyone gets to the bottom of this, please POST.

Thanks.

[avi88]

Just an update. Logged another ticket and got a message that they were closing it because I never answered their 3 calls. They never called except the one time they told me they were cancelling.

Called the number this call came from and it was "Security." They said they couldn't help, but would send it to the right department. Got the App Department, they did a few things and I lost my online voice features. Got it back. They had me play with the wiring and then said that they had to escalate it to "Messaging."

"Messaging" said there was "blockage."

But now I lost my online "call manager/preferences" features. They don't know how to get it back!

THIS IS SIMPLY UNHEARD OF, ISN'T IT???  WOW. I continually tell the nice reps that every time they think they're fixing something, they break something else. And each rep sort of laughs and says, "Well, now you're in the right place and I assure you, it won't happen here...."

And it happens again - so WEEK 2 - app still doesn't work and my online account now doesn't work. I'm in the same place I was before, but literally HOURS LOST.

[avi88]

I'm wondering now if anyone from Comcast is seeing this thread - no solutions or explanations posted to date.  

[sandflea578]

As of 4/8/2012........I cannot access my voicemail thru the Xfinity App for Blackberry.  It apparently isn't a big deal for Comcast to address.  Considering what I pay for thier service(over $230 monthly), you would think it might be a priority for them.........NOT!!  Just another corporate rip-off

[avi88]

I am still trying to get my online Call Manager back, which their technicians lost for me, in trying to fix the App - yet another breakage. I was told it may be fixed by Tuesday. That's what happens when you pay a monthly fee for a service that isn't working. Apparently, there is a takeaway.

The Voice App is still not fixed - here today, gone forever??

The problem Comcast has is that there is no continuity to solving a problem. You start all over with every call - and yes, I agree, very few care at this company. It's such a shame for all of us. If they start with "I'm sorry for your inconvenience" take my word for it, they couldn't care less. It's the ones that don't give you the standard line that are actually listening to you.

... If the same person that understood the technical problem, held on to your ticket until resolved, they would see much happier customers. I can't tell you how many supervisors and customer service "senior reps" PROMISED they would call me back and stay with the problem, only to disappear.

I asked a supervisor yesterday if they profile their employees to be confrontation-adverse. They are great if you are happy and buying more products. But as soon as the problem gets complicated, they disappear.

More to come this week, I'm sure.

[avi88]

Well, my saga with Comcast continues. It's been weeks.

I'm sorry viewers, but Comcast has given up on the Mobile App. Digital Voice is not accessible.

However - I am still on the phone almost daily, trying to regain my access to the online CALL MANAGER. As of Friday, a technician disabled it.

Tonight, they showed me how to use the LIte version to access Call Manager - well, I would lose all of the phone numbers on the call logs AND I would lose all of the numbers already screened. So, they gave me a bandaide.

They said my "PC" can't handle the regular version - which makes no sense as nothing at all changed since Friday - actually, I wasn't even on my PC, but my NetBook, all weekend. My PC is almost empty, so it makes no sense.

I THINK THIS HAS SOMETHING TO DO WITH THE FACT THAT ALL OF THE SYSTEMS AND COMCAST/XFINITY HAVE BEEN PATCHED TOGETHER. OUR PASSWORDS AND CONNECTIVITY CAN HAVE DISCONNECTS AND THEY CAN'T FIND THEM. I THINK FOR SECURITY, THE SYSTEMS HAVE BUILT IN BLOCKS AND WHEN ONE THING IS CHANGED, LIKE A PASSWORD OR SERVICE UPDATE, MESSAGES POP UP AND ALTHOUGH MEANINGLESS, THEY ARE BLOCKING THE SERVICE THAT WE HAVE.

I have scoured this forum, and sooo many customers have these problems and Comcast can't fix them because it would mean unraveling their work - and no one wants to do that - they just pass the buck.

If someone from Comcast is reading this - please see if there is a way get my Call Manager back - please please post a solution.

[avi88 · Accepted solution]

Call Manager/Preferences are back. Viewers - ask for the Stage 2 Technicians. They diagnose your account, the switches, passwords and connections. All services are so inter-connected that something unrelated is actually very connected and can sometimes cause a failure. When it does, someone with experience and the access to your account needs to unravel it. Then it will work again.

[kteardrops]

Still a problem as of 4/13/2012 this just started this week and it's working on my nerves and whom ever may have the same proble.  You should not have to delete and reinstall the app period!

Trying to access your voice features? Log in to Xfinity Connect with a regular web browser and your primary account information to set up your Security PIN and your Security Question and Answer.

[avi88]

XFINITY HAS ACKNOWLEDGED THAT THE COMCAST DIGITAL VOICE SERVICE IS NOT WORKING FOR SOME ON THE BLACKBERRY APP. A NATIONAL TICKET WAS ISSUED AND THEY ARE WORKING ON A SOLUTION.

I WAS TOLD THAT EITHER IT WILL WORK ONE DAY, OR COMCAST WILL LET ME KNOW. WHEN IT STARTS WORKING AGAIN, I WILL POST WHEN IT IS RESOLVED.

WHEN SOMEONE HAS THIS WORKING AGAIN, PLEASE POST.

[kteardrops]

April 30 and Still a problem as of it's still not working and this has been getting on my nerves You should not have to delete and reinstall the app period! Trying to access your voice features? Code SCC-0235

[avi88]

I still can't access my voice features either. I think Comcast gave up trying to find the problem. Their attitude is that it works on iPhones and Droids, so it must be something with Blackberry.

As you know, I had a month or so of a nightmare, with technicians harming my voice mail and online digital voice center, phones and disabling emails, so I personally have given up.

If anyone keeps trying, please let us know if there is a fix, ever.

[kteardrops]

report to the FCC this is an on going problem. I can't even set my home phone ring because of this bull

[cobrawannab1]

I'm having the same issue with the XFinity Mobile app on my AT&T IPhone 4.  Digital voice tabs properly show my call logs but the voicemail tab says "You currently do not subscribe to Digital Voice.  Blah blah blah".  grrrrr

[avi88]

The Blackberry problem is that we can't see any of the tabs. It is good that the only thing you don't see is the voice actually. Do you have two Comcast lines?

I've read alot of the posts for the iPhone and it appears that you need to synch up your passwords and log in again. Don't take my word for it but search last year's posts and see if you can find the solution. Be wary of asking first line technicians on the 800 number. They really don't know this problem.

Let us know how you make out but you have a good shot of getting your app fixed with the iPhone.

[Pkoc]

We are having the same problem but because I have spent a lot of time calling Comcast and arguing with them about or bill I was hoping I wouldn't have to. I am already frustrated just readings your posts - how long have you been trying to get this problem resolved?

[avi88]

I hear you. I got to the point where I thought I would go crazy. The app worked fine for about a month after I ported over a second line to Comcast. And then one day in mid-March, Voice just disappeared. I called, calmly and tried all of the things they said to do. Remove the app, log out, switch primary and secondary lines, reboot, remove the app, log out - you get it. And every time I called, something would disappear or freeze. It was a disaster.

I never thought I would give up, but I have. I actually was in the neighborhood of our Verizon store and the person there told me to wipe my phone and start from scratch - can you believe it?? I read former posts where people did this and it didn't help.

The last straw was when they escalated the problem from corporate. I received a call from someone that would apparently help me, and she listened to me tell the entire story and literally did nothing. I have her name and will report her. Oh, also an offshore technician, who was supposed to work on my account 2 weeks prior, reappeared one Sunday evening by disabling my passwords, switching around my primary and secondary lines and disabling my digital voice preferences... oh, he also left me a message after 9 pm and told me to reset my password and have a nice day - which I couldn't get for a week because he disabled my ability to listen to my voicemails. I reported this incident to the FCC.

Comcast has lots of technology - all patched together. Most of the employees don't know what the right or the left hand is doing. I doubt they will ever fix this. There is a national ticket and no update now weeks.

Please let us know how you make out.

[JRA007]

I am new to the Comcast App and I have the same problem with my BlackBerry:Currently do not have Comcast Digital Voice Service...bla,bla,bla.

I have been calling Comcast with no solution. Lot of people before me have the same problem with their BB, should I give up? 

___________________________________________________________________

[avi88]

I am so sorry to tell you this, but I have not had any luck. Although I hate to admit it, I gave up months ago.   So sad...

[dgraves27]

I am having the same problem with my mobile app.  Finally called Comcast today and they had the audacity to tell me that it (1) must be a blackberry problem and (2) they could transfer me to the "signature" department and it ONLY cost $5.99 to $15.99/month!!!!!!! I told rep I already paid too much for my services ($276/month) and that they were not getting any more $$$$ from me.  So, can't use their useless app and THEY DON'T GIVE A DARN!!!!!!  It appears this is a Comcast issue and not BLACKBERRY (getting tired of Blackberry being the blame for EVERYTHING when something doesn't work)!!!  If any one figures out the solution to this ongoing problem, PLEASE POST!!!!!  I WANT A WORKING APP ON MY BLACKBERRY!!!!

[dgraves27]

If it is not TOO MUCH TROUBLE, PLEASE be so kind and fix the ongoing problem with the mobile app not working on Blackberry without finding another way to take more of our money!!!!!  This is apparently a problem that you have chosen to ignore. 

[avi88]

Crazy, huh? They take perfectly sane people, and by their lack of focus and interest in their customers, they make us feel out of control. Perhaps they should treat us the same way when we sign up, so it won't feel so aweful when we have a problem and they make us feel like WE ARE the problem. As I have had so much invested in this issue in the past, I can honestly tell you that many Comcast customer service and technical support people have sent me to Signature. Signature is quite indignant when you speak to them and refuse to even listen to the problem. They will tell you to hold on and then dish you right back into the Comcast queue for regular support. Just putting this is writing makes me frustrated all over again.

Comcast support says this issue was elevated, but I think they just don't care about Blackberry users at all. They only focus on Droids and Iphones - that's really the fact. So sorry....

[Cwxxx]

Have iPhone 5 with same issue...Xfinity Connect app says I have no voice service but have triple play service!!! Email works.

[avi88]

Wow - that's unfortunate. Personally, I would see if someone found a fix before calling the technicians and letting them mess with your new phone. I did it and it took months to get my phone working correctly again - actually they messed up my home phone and my entire family's email accounts, only to get right back where I started with no voice on my BBerry app.

... I'm just saying...