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Unable to create new profile

New Poster

Unable to create new profile

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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New Poster

Re: Unable to create new profile

I’m having the same issue too
Service Expert

Re: Unable to create new profile

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




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Official Employee

Re: Unable to create new profile

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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New Poster

Re: Unable to create new profile

No error message, I am running iOS 11 which I think might have something to do with it.

Service Expert

Re: Unable to create new profile

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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Official Employee

Re: Unable to create new profile

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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Service Expert

Re: Unable to create new profile


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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New Poster

Re: Unable to create new profile

I have found that some browsers work and others don't.

Service Expert

Re: Unable to create new profile

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




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Official Employee

Re: Unable to create new profile

@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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New Poster

Re: Unable to create new profile

The name field does not allow for focus or text entry in iOS or Mac OS (haven’t tested anything else) in Safari, Chrome, or the iOS app. In iOS, no keyboard appears when tapping into the name field and no focus is given to the field.
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