F

Visitor

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2 Messages

Thu, Jul 28, 2022 5:05 AM

App Breaking Bug!! Needs Fix!!

Hello, 

I cannot access individual peoples profiles in the Xfinity App anymore. Whenever i try to access a person for parental controls or to pause devices in that person's profile, it says "We Encountered an Issue. If the problem persists, check back later." This has been going on for months and ive been waiting for a bug fix, but nothing has been fixed. And now with the website version of the controls being removed by August I'll have no way to control my Wifi. This needs to be fixed, the app is not usable in this state.  
   
I'm using the android app from the Google Play Store, on a Galaxy Note 8 phone with a good wifi connection.
  
Thank you, please fix this. 
   
[Edit: Personal information]

XfinityMacey

Official Employee

 • 

439 Messages

2 m ago

Good evening, @HornFamily, and thank you for reaching out through our Community Forums page for help with your Xfinity App profiles. I love using this app for controlling my in-home network and my kids' internet usage, so I can definitely relate to the concerns you're experiencing. 

 

You mentioned that this has been happening for months already; I'm sure you already have tried this, but have you recently uninstalled and reinstalled the app? Have you tried any other troubleshooting, such as accessing the app from a different device? 

 

 

Visitor

 • 

2 Messages

I have tried reinstalling the app and that didn't fix anything. The website version of it works perfectly, but it's being removed by August. It won't let me sign in on the only other device I have, so I wasn't able to try another device. I'm hoping you can forward this to the app development team or something similar. I need some way to control my wifi.

Official Employee

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610 Messages

@Family1234 Thank you for filling us in on what you have tried to resolve this already. We would like to look into this further for you. 

 

Also, I have updated your original post and your Xfinity Forums username to help protect your identity.

 

Please send a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

 

  1. Click "Sign In" if necessary
  2. Click the "Direct Messaging" icon (upper right corner of this page)
  3. Click the "New message" (pencil and paper) icon
  4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
  5. Type your message in the text area near the bottom of the window
  6. Press Enter to send your message
I am an Official Xfinity Employee.
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