Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,707,629

members

88

online now

1,871,481

discussions

Back to Top

Unable to create new profile

Posted by
New Poster
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 1 of 12
757 Views
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.
IMG_4879.PNG
11 REPLIES
Posted by
New Poster
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Message 2 of 12
625 Views
I’m having the same issue too
Posted by
Service Expert

Message 3 of 12
615 Views

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




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
Official Employee

Message 4 of 12
604 Views

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?




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Posted by
New Poster
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 5 of 12
600 Views

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 12
598 Views

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.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
Official Employee

Message 7 of 12
595 Views

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




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Posted by
Service Expert

Message 8 of 12
575 Views

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.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
New Poster
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 9 of 12
570 Views

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

Posted by
Service Expert

Message 10 of 12
564 Views

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




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
Official Employee

Message 11 of 12
560 Views

@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. 




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Posted by
New Poster
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Message 12 of 12
276 Views
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.