Cannot enable Advanced Security

Thank you for reaching out to our community forum about the issue you're having with Advanced Security, @skyfox23! I appreciate the troubleshooting you've been through and I apologize for the difficulty you've had dealing with technical support. You've reached a team of experts and we'll stick with you here until we get to the bottom of this together. It sounds like we may need to open a ticket for our Advanced Repair team to investigate this further.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help! 

It's so nice to meet you, Nathan! How is your day going in Keizer? Anything fun planned for the weekend? Thank you for verifying your account and being an awesome part of the Xfinity family for over 4 years! We definitely appreciate you sticking with us over the years and want to make sure you love your service :). 

Let's dive into some troubleshooting to narrow down the root cause if this issue and I'll be creating a ticket if we can't resolve this together. What is the username you use to sign into your online account?

@skyfox23​ Agree completely with this post. I am having the same issue with the app and iOS 15 has nothing to do with it. I already had Advanced Security turned on for months and then saw the app telling me it was off so I turned it on again and entered the never ending wait.  
However, I think Advanced Security is really still on and the app just can’t tell. During the waiting-to-update period I had notifications that a threat was blocked (Account > Your Activity). When I click on See Risk I only see the screen telling me an update is in progress. 

Hi, @user_2b4761. We appreciate you sharing your experience in regard to this issue with the Advanced Security feature on xFi. It would be my pleasure to see if we can get some clarity in regard to what is going on. Could you please send our team a direct message with your full name and full address so that we may be of further assistance? 

To send a "Peer to peer" ("Private") message:
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@user_2b4761 I have had this exact experience. I've had it on before, and then one day I noticed it was off. Turning it on again and now it is stuck. But I did get a notification one day saying it blocked threats, but just like you when I clicked on the notification I end up on the screen saying it is still trying to set it up.

I did a factory reset of the router today and that did not solve the issue.

@CousinEddie_0 We are happy to take look into this further.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this https://comca.st/3GYLnFO send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

@Panfish​ glad it’s on for you; mine is still telling me to wait 10 

Now connect seems to be working real time, will keep an eye on it.

@thehedge​ huh? What is that about?

Of course, I avoid the news so probably my own fault!

Thank you for reaching out to Xfinity Forums for assistance regarding the Xfi app. Advanced Security cannot be enabled on Gateways in Bridge Mode. Can you confirm your modem is not in Bridge mode? Can you confirm you are also renting a modem and not using a purchased modem?

Hello and thanks for reaching out @Renee4. I am sad to hear that you are having issues with your Advance Security feature, and I would like to assist you. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

• Click "Sign In" if necessary 
• Click the direct message icon
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message 

@user_2b4761​ 

Unfortunate set of circumstances we’ve all had to deal with, with the advanced security not being accessible for this long; however there is no secret to this. You just happened to have the irony of a tech being there when engineering fixed the issue. Mine works now as well. Had nothing to do with hardware, as you mentioned, nor a tech knowing what they’re doing, (even though they should), we customers 90% of the time walk circles around phone support, tech support, and chat support…like I said; and unfortunate set of circumstances.
It’s within the makeup/geometry of the software, always has been, it’s an engineering issue. Comcast needs to quit releasing updates for us to do on the apps, and quit pushing patches until all the bugs are worked out, then push the app updates. What do I know though, I’m just a customer lol. None of us, most of us anyway don’t have our XB6-7 in bridge mode, most of us uninstalled/reinstalled the app, most of us don’t have Private Relay ON, on our iPhones, yet it was suggested over and over again everything I just mentioned from all the chat advisers for us to check. That’s what’s frustrating is that it should go straight to a  ticket being open instead of the same old rhetoric of Comcast employees pulling at straws for us on troubleshooting, I know for one I’ve got better things to do than fiddle with my XB7 and my phone….open a ticket and be done with it and push it to engineering where this issue resided all along, not on the customers shoulders! 

The rock fetching does or is very annoying. If a single engineer handled the entire thing would be different, but when there are ten support guys asking g the same questions….they should at least read thru all entries. 

@user_2b4761​ 

if there is a fix, what is it? Xfinity aught to force new (or old) firmware to address the problems directly!

Furthermore, handling this issue on a case by case basis without a coordinated effort doesn’t get anyone anywhere

@rc9280​ 

It sure is annoying, I complete agree! The Xfinity app is far from being done with its tweaks from engineering as my Xfinity Home Security Cameras won’t connect on it, or take upwards of 1-2 minutes to connect, where as on my Xfinity Home app, they connect in as little as 5 seconds. I need the Xfinity app to connect as that’s where engineering decided to put the “talk” function at,  its not on the Xfinity Home app side of things.