Xfinity support

user_qch1t6  Hello and thank you for reaching out via our Xfinity Community Forums. It is so important to have those parental controls in place for peace of mind, and I completely understand why you'd want to get those set up right away on your new equipment! I want to be transparent with you so you can get your home network secured as quickly as possible. The parental control features (like pausing devices, setting bedtimes, and content filtering) found in the Xfinity app are specifically designed to work with our Xfinity Gateways. Since you are now using your own personal modem, those specific xFi tools won't be available through our app, as the "brain" of your network has shifted from our hardware to yours.

 

I would be happy to review your account with you and make sure that the modem information is updated.

To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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