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Unable to create new profile

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Message 1 of 11
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I can’t create a new profile. I am unable to enter the name. I have tried both the app and the website and neither work. I called support and got a ticket opened 3 weeks ago but no answer.
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10 REPLIES
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Message 2 of 11
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I’m having the same issue too
Posted by
Service Expert

Message 3 of 11
90 Views

I've escalated this issue.  I can't create a new profile, either.




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Posted by
Official Employee

Message 4 of 11
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Hello, all. I was unable to replicate this issue on my end. Do you get any type of error message when you go to enter a name when creating a new profile?




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Posted by
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Message 5 of 11
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No error message, I am running iOS 11 which I think might have something to do with it.

Posted by
Service Expert

Message 6 of 11
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No error message when entering a Name.  Just sits there with no response.  I created profiles weeks ago when the app first came out.  This is with the iPhone7 app.




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Posted by
Official Employee

Message 7 of 11
70 Views

Just to confirm, you both encounter the same issue when trying to create a new profile via web browser at internet.xfinity.com?




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Posted by
Service Expert

Message 8 of 11
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ComcastMax wrote:

Just to confirm, you both encounter the same issue when trying to create a new profile via web browser at internet.xfinity.com?


I tried the app first, but I just checked the web site and I can't create a new profile there, either.




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Posted by
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Message 9 of 11
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I have found that some browsers work and others don't.

Posted by
Service Expert

Message 10 of 11
39 Views

I found something that works; assign a name AND an avatar picture to the new profile.




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Posted by
Official Employee
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Message 11 of 11
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@RobertWy, Yes, this is correct. In order to create a profile, you must give the profile a name and assign an avatar. 

 

@Johnny5665788, can you try creating a profile and confirm if this resolves the issue you were experiencing? 

 

If you still experience issues with creating profiles, please let us know. 




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