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user_kb59l3
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3 Messages

Friday, March 28th, 2025 3:20 AM

Active time details

It’s been 2 days now that my active time details are not available. I’m not even able to turn it on. I was able before but now nothing. Any advice ? I have kids that I monitor and not been able to see any active time details for 2 days. I have uninstalled the app, sent a refresh to my WiFi box , everything. No luck. 

Question

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Updated 

3 days ago

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XfinityRaul

Official Employee

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1.8K Messages

4 days ago

Hello, @user_kb59l3. I appreciate you making us aware the Active Time details hasn't been working in the past 2 days even after troubleshooting. I would be more than happy to help figure out a solution to this. Have you tried using a different device? How about checking the Active Time details online, have you tried that?

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user_kb59l3

3 Messages

I have tried checking online as well and no luck. It’s just weird cause it was working and then out of no where it stopped. Now when I go into the assigned device and click on try active time details it gives me the dots and that’s it. I’ve left it there for hours and nothing. I have children that I monitor and it’s frustrating not being able to see on the app. 

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3 days ago

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XfinityDilary

Official Employee

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2K Messages

Thanks for sharing, user_kb59l3. You mentioned this is affecting all of your devices, correct? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

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user_kb59l3

3 Messages

Yes, all of them . I don’t know what else to do 

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3 days ago

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XfinityEricB

Official Employee

 • 

2K Messages

 

user_kb59l3 Let me see if there is any back end issue causing the problem. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

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