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My Spectrum App is not working
SCR1963
Posts: 16 Participant
I have My Spectrum App loaded on my phone. I just had Spectrum internet, TV & phone installed at my new house. I use the Spectrum WI FI router. It seems like various websites are being blocked by the router. I did not install the router. Spectrum installed and set everything up. I need to access the router to see what the settings are. My Spectrum App is not working correctly. It is just in a constant loop. I have deleted it and re-installed it several times. Nothing else suggested on the internet has worked. What can I do?
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Hi & welcome!
Sounds like you recently transferred service. Have tried creating a new profile using the new account information for the new address?
Yes. I did transfer services. I did not create a new profile. I am using the same profile but with the new address. Do I need to create a new profile with the new account information and how do I do that so all my information transfer correctly?
No I have not tried creating a new profile. I am using my same profile but with the new address. Do I need to create a new profile and how do I do that? This is what I see when I log into my account.
If the app is just spinning when you select the new, current address, then the app may not be recogniizing that the account was transferred. You can try selecting the new address, or you can try creating a new profile using the new account information. Please be sure that you also update your contact preferences and if you select auto pay, you will need to verify the information is correct or enter your auto pay information again.
That may be the problem. If I try to log onto the app on my phone, it just spins. I do not have the option to log in, change address or create a new profile. I have tried deleting the app and reinstalling. I get the agreement to confirm. Then, it says goes through the notification options and then it says “Hi Steve” etc. Then when you hit close, it goes into its spin. This is a brand new house with new Spectrum and I am finding that some websites and maybe some devices are getting blocked that should not be blocked. I assume the best way to try and fix that is going through the my spectrum app to access the router and its settings
I literally can’t do anything in the app. I have tried deleting and reinstalling but it seems to recognize it is me and says Hi Steve and if I close it it goes into a spin. This is a new house with brand new equipment. I am seeing websites being blocked and devices being blocked that should not be. I assume the best way to check that is to access the router through the app to see what the current settings are. Any suggestions as how to proceed?
Thanks. The app authenticates using the modem. Can you try restarting the modem on the account and let us know if that resolves the issue?
If you are still having an issue, are you able to access your account online at spectrum.net?
I literally can’t do anything in the app. I have tried deleting and reinstalling but it seems to recognize it is me and says Hi Steve and if I close it it goes into a spin. This is a new house with brand new equipment. I am seeing websites being blocked and devices being blocked that should not be. I assume the best way to check that is to access the router through the app to see what the current settings are. Any suggestions as how to proceed?
I was able to access my account online at spectrum.net and restarted the modem and router and that did not fix the problem
Thanks, are you able to test using a different device?
That may be the problem. If I try to log onto the app on my phone, it just spins. I do not have the option to log in, change address or create a new profile. I have tried deleting the app and reinstalling. I get the agreement to confirm. Then, it says goes through the notification options and then it says “Hi Steve” etc. Then when you hit close, it goes into its spin. This is a brand new house with new Spectrum and I am finding that some websites and maybe some devices are getting blocked that should not be blocked. I assume the best way to try and fix that is going through the my spectrum app to access the router and its settings
Does it need to be a phone?
You can try using a tablet or other mobile device. It sounds like the mobile device you are currently using is trying to connect to the old account, and not the new one. Clearing the app cache on the device may also resolve the issue.
Clearing the cache did not work but I was able to get into the app from a different phone. I turned off the security shield for now to see if that helps. Would still like to get into the app from my phone
If you're using iCloud Keychain then id.spectrum.net probably just needs to be re-upped in there. Delete the app and the app data and then re-install it and then, on first run, reject/decline/delete any credential auto-fill and key the credentials in manually and see what happens. No need to re-post the same screenshot of what happened at 2:35 the other day again.
Yes. I did transfer services. I did not create a new profile. I am using the same profile but with the new address. Do I need to create a new profile with the new account information and how do I do that so all my I formation transfer correctly?
I have tried that but it does not let me fill in anything. It wants to do a Face ID which I reject and then starts asking if I want to allow notifications and tracking etc then it says Welcome Back Steve
Edit: i was able to replicate the disfunction of the Close tapper in the Quick Tutorial but i was able to get around it by clearing the app from memory via app switcher and re-running it so, if you're still able to get that far, give that a try just for kicks.
@SCR1963
Can you try disabling autofill, then try logging in again?
No. That did not work
What devices are you using? (Which one just spins and which one gives you access?)
No. That did not work
My phone is an iPhone 13 and I can’t get access. I got access from my son’s phone which is an iPhone 11
Thanks. Since you can access the account online and from the iPhone11, that shows that the authentication is correctly pointing to the correct account and it is not an issue with the app or with your account, rather an issue or setting with the device (iPhone 13).
Please try repeating this steps in this order; disable autofill and delete the app again from the App Library (swipt past the home screen pages until you get to the end). Note that deleting the app from the App Library is different than deleting form the home screen. Also clear the app cache and history again.
Reinstall the app and test again, if you are still getting an error then you can try changing the account password to force re-authenication.
Let us know how it goes!
I didn’t try anything but I did get into the app. However, my router and modem are not showing up in it. My billing address is listed as my new home and my service address is listed as my old home
Seems to be working now
Great to hear, thanks for the update!
Let us know if you run into any other issues.