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Monday, October 28th, 2024 11:00 PM

App no longer allowing downtime schedule or managing devices

 I've talked to multiple agents about my issue about this but it's still ongoing. I've tried 2 different devices to see about managing the devices logged onto my wifi, as well as changing my downtime schedule however those options are not gone. I only have the options to see overviews my account information. 

This is the only reason I stick with xfinity, but I cannot access it anymore. 

Official Employee

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1.1K Messages

1 month ago

@Uawy30
Hello! Thank you for taking the time to reach out to us. I am sorry to hear that you are having issues with your Xfinity App and managing downtime. With a couple of kids who are just dipping their toes into the world of technology, I totally understand why it's important.

Can you go into the settings and make sure you are using the Primary ID? Also, can you try restarting your gateway, closing out of the app, and then try again?

New Poster

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2 Messages

17 days ago

Has anyone been able to help? I've had the same problem for 2 weeks. Spoken to many agents, who either do not understand the problem or can not offer a solution. It's driving me crazy — and really making me rethink my Internet options...

Official Employee

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1.7K Messages

Thank you for reaching out to us @JohnKG! Upon signing in to the primary username for my account, I was able to add a person, assign devices, and then schedule downtime for that member. We will want to make sure you are signed in as the primary username on the account. Please

 

Sign in to our website here.

 

Sign in by clicking the icon in the top right of the page.


Once signed in, please select the purple icon in the top right of the page.


Select “Account and Identity”.


This will take you to the Account and Identity page. The name linked to the username used to sign in will have “Primary”, “Manager”, “Member”, or “Viewer”. 


We will want to make sure it shows “Primary”.

 

With that confirmed, we will want to confirm this user is on the correct address for your current account. On the “Account and Identity” page, the address will be below “Account Details”.

(edited)

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

2 Messages

Went through these steps and even though absolutely no one else has access to my account when I checked it does not indicate Primary, Manager, Member or anything else. This is so frustrating 

2 Messages

Tried in a web browser as well as the broken app. Same results nothing

Official Employee

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970 Messages

Hey there, @user_eambnj! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am sorry to hear about the experience with your profile access. Have you attempted to clear the browser cache and cookies and attempt to see if the option to indicate what level of access you have? 

 

 

 

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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