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Support XFINITY Apps XFINITY Connect App FAQs for Smartphones

Introduction

Browse through these frequently asked questions for our XFINITY Connect app for smartphones.

How it works

General

Messages

XFINITY Address Book, Favorites and Groups

XFINITY Voice

Voice 2go

General

What if I am unable to log in with my Comcast ID (it is giving me a "login failed" error)?
  • Verify your username and password and try to log in again. Username and password are case sensitive, so be sure you have entered them exactly as they were created.
  • In the username field, just enter your Comcast ID (e.g., Comcastuser and not Comcastuser@comcast.net)
  • There could be a problem with your device's Internet connection; make sure you are connected (Edge, 3G or Wi-Fi). 

Will I need to log in every time I launch the application?
If you have checked Remember Me while signing in for the first time, you do not have to log in again. You will be required to log in again if the system is unable to authenticate your user credentials. For example, if your username or password has expired, changed, or is not valid anymore.

I don't have my Comcast ID and password. What do I do?
  • If you are an XFINITY Internet customer and don't have your Comcast ID, tap on the Get help signing in link on the login screen.
  • Tapping on the link will bring up a Help Signing In screen with options to get a Comcast ID or to retrieve your Comcast ID or email address.

I was able to access TV listings and XFINITY On Demand trailers in the XFINITY Mobile app and can't seem to find them now in the new XFINITY Connect app. What happened?
TV listings and XFINITY On Demand modules have been taken off the XFINITY Connect app. For accessing TV listings, XFINITY On Demand and DVR functions please download the XFINITY TV Remote app from the App store.

How do I navigate between the different screens in the XFINITY Connect app?
  • By default, the XFINITY Connect app opens up the Messages screen. Swiping left and right on the app (on your smartphone) allows you to navigate between the Address Book, Messages, Favorites and Groups.
  • Tap the Settings icon on top left to access settings.
  • Tap the Compose Email and Compose Text icons on the bottom bar to open up the Compose screens.
  • Tap the Call button to navigate to the Voice 2go Dialer. 

Messages

What do the Email, Text and Voice tabs in the Messages screen represent?
  • There are three views in the Messages module.
    • The Email view displays the latest number of email messages only.  When additional messages are available, tap Load more messages to download them (this option will only display when you have additional email messages in your Inbox).
    • The Text view displays the text messages sent and received (conversations) on your XFINITY Voice number. Opening a Text Conversation will display all the messages.
    • The Voice (or voicemail) view displays the latest number of voicemail messages.
    • The default number of messages per page is 25 for each of these views. You can manually change this setting from the Settings page.
       
How do I access voicemails for my XFINITY Voice number in the app?
Tapping on the Voice tab in the Messages module displays the latest voicemails.

How do I refresh my messages?
  • You can set the time interval in Check for messages from every 15 minutes to every hour by going to the General option of Settings. This is related to background sync of application.
  • To manually refresh your messages:
    • Re-access the list of messages, OR
    • For Android devices, select the Refresh button from the Android menu options.

What are the different ways I can delete/move an email?
  • Delete multiple emails from List View:
    • Tap Edit to access Edit mode when viewing list of emails.
    • Squares appear to the left of the items, indicating they can be deleted or moved.
    • Tap a message to select it and increment the Delete and Move counts.
    • You can select as many messages as you want.
    • You can move the emails to the Trash folder by selecting the folder from the folder list.
  • Tap and Hold: If you tap and hold the email, a Maintenance Menu will appear. Choose Delete Email from the menu.
  • From Within an Email: You can also delete or move an email while you are in the View Email screen. Tap the menu key to access options to Move, Delete, or Mark an Email as Read/Unread

How do I access my email folders in the XFINITY Connect app?
  • Access the Email tab.
  • Locate the top of the Conversations list.
  • Tap the Folder button. By default, the Folder button is "Inbox for user@comcast.net."
  • The Folders page will display.
  • All of your folders are listed on this page, including any external folders (POP/IMAP).

How do I listen to a voicemail and mark it heard/unheard?
  • Identify the voicemail you want to hear in the Voice tab.
  • Tap the voicemail. A Visual Voicemail page will open.
  • The voicemail automatically starts playing. (The Pause button can be used to pause the voicemail.)
  • Tap Mark as unheard to mark your voicemail mail as unheard.
  • Tip: You can also tap the Up and Down arrow buttons on the top right of the Visual Voicemail page to skip going back to the Inbox to play the next voicemail.

How do I forward a voicemail as an attachment?
  • Open the voicemail in the Visual Voicemail page.
  • Tap the Forward option on the bottom bar of the voicemail player screen.
  • An Email Compose screen will open with the voicemail appearing as an .mp3 file attachment (for example, voicemail.mp3).
  • Send the email as usual.

How do I mark an email message as read/unread?
  • Go to the email message view.
  • Tap the Mark as Unread button.
  • The email will appear as unread when you navigate back to the main Inbox view.
  • You can mark multiple emails as unread from the Edit mode of messages.
  • You can also tap and hold on an email and bring up the Quick Menu to mark emails as read or unread.

I am unable to see my XFINITY Voice voicemail in my Inbox. What could be the reason?
  • Please check if you are able to access your voicemails on XFINITY Connect online (on your PC or laptop). If you can view your voicemails there, you should be able to view your voicemails on your phone. Otherwise, report the issue by sending an email to comcast_mobile@cable.comcast.com or contact us.
  • If you are a Secondary user and the Primary user has not given you access to view voicemails in XFINITY Connect, then you will not be able to see any voicemails when you log in to the application. The Primary user must grant permission to Secondary Comcast IDs to view voicemails.

What happens when I delete a voicemail or an email message from the app?
When you delete any message (email/voicemail/text) on the app, the same message (email/voicemail/text) will be deleted from your XFINITY Connect Inbox on the Web (and from your voicemail account that you access through your home phone). This change will occur on the next manual or auto refresh in the app.

How do I download and view attachments?
  • For iOS devices 
    • When viewing an email, an attachment icon will appear below the subject line with the attachment name. Tapping on the attachment icon will take you to the Attachment View mode. 

Is there a limit to number of attachments or attachment size in an email?  What type of attachments can I upload?
  • You can attach up to 10 files to an email.
  • The total size of all attachments cannot exceed 10 MB.
  • The XFINITY Connect app supports uploading of any type of attachment.

How do I remove an attachment I just uploaded?
In the Attach field, tap on the attached files. Then tap the Backspace or Delete button on your keyboard to remove the attachment.

How do I search for an email?
  • Access the Email tab (under Messages)
  • Tap on the search bar on top of the email list to navigate to Search mode.
  • Type your search query to run your search.

Can I edit an email when trying to forward/reply?
  • For text-only emails:
    • Emails less than 50KB in size: While replying/forwarding a text-only email, the body of the email will be available to edit as you scroll down the Compose Email screen. You can edit and modify the original email's content.
    • Emails greater than 50KB: The original email body will not appear in the Compose Email screen. At the bottom of the screen, Original message is attached [Edit] displays. Tap [Edit] to access the original email's content.
  • For HTML emails: While replying/forwarding an HTML email, the original email body will not appear in the Compose Email screen. At the bottom of the screen, Original message is attached [Edit] displays. Tap [Edit] to access the original email's content. The app will warn you that "Editing the text will remove all formatting. Do you want to continue?"  Tap YES to open the original message without the HTML formatting.
    • Notes:
      • Currently, editing of HTML email format is not supported. All HTML emails will be converted to plain text before allowing editing.
      • While forwarding or replying to a HTML email or a text email larger than 50/KB in size, the original email contents will not be displayed in the reply/forward Compose Email screen.  A message starting Original message attached [Edit] will displayed at the bottom of the Compose screen.
  • The recipient will still receive the original email's content in order inside the body of the email.

How will I be notified of emails as they arrive?
Any time a new email arrives (as a result of automatic or manual refresh), you will be notified with a distinct audio chime, provided that you have the New email chime settings set to On for new email.

Will I be notified of a new email as soon as it arrives?
No. The XFINITY Connect app checks for the new messages according to the settings for Check for messages in application settings. By default this setting is set to hourly.

How do I mark emails as Spam?
  • There are three ways you can mark an email as Spam:
    • Mark multiple emails as spam in Email View: In the Email tab, tap the Edit button in the top right-hand corner to access Edit mode. Select the emails you want to mark as Spam by tapping on them, or choose Select All. Once you have made your selections, tap the spam button to move the emails to your Junk folder.
    • Mark email as spam from within the Email: After opening an email, tap the device menu options to bring up the slide up menu. Then choose Mark as Spam.
    • Mark email as spam from the Quick Menu: Tap and hold on an email to bring up the Quick Menu. You can mark an Email as Spam from this menu.

I marked an email as Spam by mistake. How do I fix it?
  • In the Junk folder, tap on Edit to access Edit mode. Select the emails you want to change back (not Spam) and then tap on the Not Spam button in the bottom bar. This action will restore the emails to their original location.
  • From within an email, tap the Reply/Fwd icon to access the slide-up menu. Tap the Not Spam button to remove the email from the Junk folder.

How do I access my POP/IMAP folder in the folders list?
In Email view (i.e., Inbox for Comcastuser@comcast.net ), tap the Folder button to navigate to the Folders view. You can find all your folders in the Folders view. In this view, all the main and sub-folders are listed in a hierarchical manner with the sub-folders indented slightly towards the right, starting with a solid arrow indicating a sub-folder.

How do I retrieve emails for POP/IMAP folders (External Folders) in the XFINITY Connect app?
  • As soon as you enter a POP/IMAP folder, the folder will start synchronizing itself and the following message will be displayed: "XFINITY Connect will begin retrieving your external mail, which may take several minutes. Pull down to refresh to view the current progress."
  • The Refresh icon will keep spinning as the process is initiated.
  • Note: While refreshing the Inbox in the main view, the POP/IMAP folders are not refreshed automatically. You will have to manually enter the folder to retrieve the emails. 

XFINITY Address Book, Favorites, and Groups

How do I access my XFINITY Address Book in the XFINITY Connect app?
Access the Messages screen and swipe to the left to navigate to the Address Book screen. The Phone and XFINITY tabs represent your phone (device) address book and your XFINITY Address Book.

Is my XFINITY Address Book in the app always in sync with my XFINITY Address Book in the cloud?
Yes, your XFINITY Address Book is always in sync with your XFINITY Address Book online. If you make changes to the Address Book online or in the app, the changes will be reflected at both places. The XFINITY Address Book in the app is refreshed at the time of login and periodically after that. To manually refresh the Address Book, access the Refresh options from the Android menu.

How do I create a new contact/edit an existing contact from my XFINITY Address Book?
  • To access the screen to add a new contact entry, tap the + sign icon on the top right-hand corner of the XFINITY Address Book while in default view (list view). You can also add a new contact to your Phone address book by tapping on + while you are in the Phone tab.
  • To delete a contact, simply tap and hold the contact to bring up the menu options. Tap Delete from the menu options to delete the contact. Alternatively, you can delete a contact from the View Contact screen.

How can I filter and view messages (emails, voicemails, text messages) from a particular contact?
Open a contact card from your Address Book or from the Favorites screen. Tap the Conversations tab in the contact card to see all emails, voicemails and text messages from that contact.

How do I view and assign Favorites from my Address Book?
Swipe to the right to access the Favorites and Groups screen. Then tap the + button to add your contacts as Favorites or create a new group.

Are Favorites and Groups part of the XFINITY Address Book?
Yes. The XFINITY Connect app will show all your Favorites and Groups that you have on XFINITY Connect. You will see the same contacts as Favorites in both XFINITY Connect and in the app. Any changes you make to these will be reflected in both places.

XFINITY Voice Features

What are some of the key XFINITY Voice features in the XFINITY Connect app? 
With the XFINITY Connect app,  you can:
  • Listen to visual voicemails.
  • Access call logs.
  • Manage Call Forwarding.
  • Forward a voicemail as an attachment to an email.
  • Grant secondary Comcast IDs access to XFINITY Voice features.
  • Create Contact entries from call logs and voicemails.
  • Mark voicemails as heard/unheard.
  • Use Voice 2go to make outbound calls using the XFINITY Connect app.
  • Get real-time alerts through Comcast ID when someone calls your home phone.

How do I forward a voicemail as an attachment?
  • Open the voicemail from the Voice tab.
  • The Forward option then displays on the bottom bar of the voicemail player screen.
  • Tap Forward to open an Email Compose screen with the voicemail appearing as an .mp3 attachment (for example, voicemail.mp3).

I am a Secondary user with access to XFINITY Voice features. Will I get notified of new voicemails?
If the Primary user has enabled access to XFINITY Voice features for your Secondary Comcast ID, you will be able to receive Push Notifications for new voicemails.

What do I need to be able to access my voicemails?
  • Please check if you are able to access your voicemails on XFINITY Connect online (on your PC or laptop). If you can view your voicemails there, you should be able to view your voicemails on your iPhone.
  • If you are a Secondary user and the Primary user has not given you access to view voicemails in XFINITY Connect, then you will not be able to see any voicemails when you log in to the application. The Primary user must grant permission to Secondary Comcast IDs to view voicemails.

How does Call Forwarding work?
The Call Forwarding feature allows you to forward all incoming calls on your XFINITY Voice number. The Call Forwarding feature can be accessed by choosing Settings and then Voice Settings.

How do I sort my call logs (voicemails, outgoing, missed, etc.) and sort between multiple phone lines?
  • Access the Voice tab from the Messages screen.
  • Tap the Folder button on top of the voicemail list labeled "voicemails for xxx-xxx-xxxx" (where xxx-xxx-xxxx is the phone number in question).
  • The Voice Folder displays. Here, you can sort between All, Missed, Voicemail, Answered, and Outgoing. You can also switch between multiple lines from this screen.

How do I view call details of a call log in the Voice tab?
  • Tapping any of the call logs will open up a Caller Info page. In case of voicemails, a Visual Voicemail screen will open.
  • Tap on the Caller Details option on the screen to open the Caller Details page.

Can I delete the call logs in the Voice tab?
  • Call logs like Incoming, Outgoing and Missed Calls cannot be deleted. The call logs displayed in the Voice tab are your system call logs and cannot be deleted.
  • Only voicemails and recent calls from Voice 2go dialer can be deleted (See Voice 2go FAQs).

How can I delete a Voicemail?
Voicemails can be deleted using the following methods:
  • Delete Multiple Voicemails from List View: While on the Voice tab, tap Edit to access Edit mode. A list of voicemails appear with circles to the left of each, indicating they can be deleted.
  • Delete a Voicemail from the Voicemail Playback screen: From the Voicemail Playback screen, tap the Delete button to delete the voicemail immediately.
  • Tap and Hold: Tap and hold a voicemail to bring up the Quick Menu options, including a delete option.

Voice 2go

Refer to our Voice 2go FAQs

Find this article at:

http://customer.comcast.com/help-and-support/xfinity-apps/xfinity-connect-mobile-app-faqs/