Unable to create new profile

[Johnny5665788]

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.

[Kayshawn]

I’m having the same issue too

[RobertWy]

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

[ComcastMax]

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?

[Johnny5665788]

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

[RobertWy]

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.

[ComcastMax]

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

[RobertWy]

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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?

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

[Johnny5665788]

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

[RobertWy]

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

[ComcastDaniella]

@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. 

[sgorneau]

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.