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Visitor

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5 Messages

Tuesday, February 8th, 2022 10:14 PM

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Cannot enable Advanced Security

My first post although I have been a Comcast customer for 16 years.

I have been using the xFi modem without issues until 5 days ago when I cannot enable Advanced Security.  Whether I use the app or via the Xfinity website makes no difference.  I have this message that said 'Hang on while we make your changes to Advanced Security' and 'we are still setting up Advanced Security.  Please wait at least 10 mins'.  It's been like this for the last 5 days.

Numerous chats with 5 different agents did not solve the problems.  I was told a Tier 2 ticket was issued but no one followed up.

I tried the easy and obvious things first.  Like restarting Gateway, rebooting the modem etc.

Anyone having the same problem?  How was it resolved?

Thanks,

k 

Question

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Updated 

3 years ago

7.4K

40

rc9280

Contributor

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28 Messages

3 years ago

My problem is now fixed! Before the tech arrived, I looked into the App Store and found there was a new update 4 days ago. I installed v4.2.0 and found that if you review your account in the app and check activity, I found several incidents of advance security blocking places. Still the same problem existed.

Technician arrived as expected yesterday. Very technical and knowledgeable.i might add. 

He replaced my modem. He reprivisioned the device. I did not not have to redefine any of my defined settings such as wifi name, password, and all devices belonging to family and visitors. That was a relief!

problem is still fixed, although I haven’t seen and logs of anything logged. 

good luck!

3

0

XfinityRoberto

Official Employee

 • 

1.7K Messages

Awesome! I am happy the issue is resolved. I am happy to hear that the tech was able to replace the modem with out having to define any of your settings and devices  belonging to you and your visitors. 

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
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

3 years ago

0

jaebond

Visitor

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12 Messages

I've had the same problem but recall xfinity website had warned about this possible issue when Apple released ios15 with iCloud private relay.

I'm just confused because I had no problems for the first three months that I was using it...

3 years ago

0

XfinityBillie

Official Employee

 • 

3.3K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! Just to clarify, are you still experiencing an issue with enabling the Advanced Security? 

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

3 years ago

0

user_17dc27

Visitor

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2 Messages

3 years ago

hello i recently upgraded to another router the advance security was working till a comcast technician came to the house because my voice wasn't working.  when will this be fixed?

3

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CCSelena

Problem Solver

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892 Messages

Hello there @user_17dc27! Thank you so much for reaching out to us here on our Forums page. I am sorry to hear that you are experiencing issues with some of your modem features. I would like to take a look into this. Can you please DM me for help?

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • 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

 

 

I no longer work for Comcast.

3 years ago

0

user_17dc27

Visitor

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2 Messages

Hello I tried to reset my modem it will not go back to factory setting it just reboots my advance security is still not enabled.

3 years ago

0

XfinityRoberto

Official Employee

 • 

1.7K Messages

Hello there @user_17dc27, thank you so much for reaching out to us today about your concerns of doing a factory reset on the modem.  A factory reset restores your Gateway to its original default settings, including your WiFi name and password. A factory reset requires using a non-metallic pointed object (such as a toothpick) to hold in the Reset button on the back of the Gateway for 30 seconds until all the LED lights power off.

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
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

3 years ago

0

rc9280

Contributor

 • 

28 Messages

3 years ago

Since my problem was fixed I haven’t seen any security risks. I find that hard to believe. 

can you recommend a site I can visit to verify it is working? I think it would be good to have a test site for verification anyways. 

(edited)

2

skyfox23

Contributor

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53 Messages

@rc9280​ exactly! I agree 💯with you! I too find it odd I’ve had not a 1 security threat on any of my devices, so really; is it truly fixed?? Knowing Comcast…I DOUBT IT, but we’ve all been dealing with this for so long I’m sort of sick of trying to find resolution for this!! 

3 years ago

rc9280

Contributor

 • 

28 Messages

I’ve started researching if any tests are available. I’ll let you know if I find anything worthwhile. 

in the meantime, Xfinity engineers should also. I think it would be a good thing. 

3 years ago

0

user_76167e

Visitor

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2 Messages

3 years ago

I put mine to factory settings and worked. Then setup all over again

(edited)

0

0

IvanL2002

Visitor

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4 Messages

3 years ago

@XfinityJessie​ I'm experiencing the same problem for a month.  Please help

0

0

IvanL2002

Visitor

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4 Messages

3 years ago

@XfinityJessie​ I'm experiencing the same problem for a month already.

1

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CCJoseph

Problem Solver

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729 Messages

I am so sorry that your modem may not be working to the best it can! @


if you need to, we did offer a few solutions earlier but if you try those and have no success, then you can also reach out to us in a DM as well by following these directions: 

To send a direct message you may need to:

Click "Sign In"

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 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

I no longer work for Comcast.

3 years ago

0

rc9280

Contributor

 • 

28 Messages

3 years ago

Advanced security logged a sight being blocked yesterday. Xfinity app update was yesterday. Not sure if the update affected it. I wish I would have checked status prior to the update. It is working however!

0

0

IvanL2002

Visitor

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4 Messages

3 years ago

@XfinityJessie​ I'm experiencing the same problem for a month. Please help

0

0

user_0ce7f3

Visitor

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13 Messages

3 years ago

Was told I would receive the new XB8 Gateway, however received XB7 which I already had. When I tried calling in no one could help me. Just terrible!

0

0

user_dac3f8

Visitor

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1 Message

3 years ago

Having the same problem for a week now!  Advanced Security just hangs and spins.  On both iOS and Android devices.

1

CCSelena

Problem Solver

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892 Messages

Hello @user_dac3f8, thank you for reaching out to us here via Forums. Have you attempted to perform a factory reset on your modem? This seems to have helped some of our customers. Let me know if it works for you. 

I no longer work for Comcast.

3 years ago

0

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