3 Messages
Can't access any devices on the Xfinity app
Xfinity tech switched out my router/modem because we were having issues with dropping internet (even though that one was also new). A few hours later, the devices that were assigned to certain profiles paused because they reached their time limit. I went to the app, like I usually do to unpause them, and none of the profiles are visible. At the bottom of the app, there are 5 choices - Overview, Services, Wifi, Security, and Account. Under wifi it normally is purple and lists all the profiles and devices. It is now free and there is nothing to choose. Under Services, it normally has my internet usage and troubleshoot for BOTH my internet and mobile lines, which are two separate things. It now does not have anything for internet, just mobile. If I go under Overview, I go to Assign a Device. 39 devices pop up and they are all either devices that I haven't assigned or from when people came over and joined our wifi. I can't unpause anything. I can't access anything. I have spent so many hours first with the Xfinity assistant, who cannot help AT ALL because there aren't the appropriate choices that pertain to my problem. I finally am able to transfer to a live chat with an agent. I spent over 2 hours with someone last night who reset the entire router from default which got everything back online, but the app is still not functioning the way out is supposed to. The agent said he would fix it and it would take about an hour. I woke up this morning and nothing was resolved. After an exasperating amount of time and energy to finally talk to a person over the phone, having explained everything, the agent said that the app developers are working on the app and updating and that I should give it 8 hours and it will all be fine. I honestly feel like he was just trying to end the phone call because he had no clue.
I am ready to go back to i3 broadband since I have the hook up already set up. Our internet is now unpredictable and there is nothing we can do about it. Who do I call for such an issue when the agents are all in another country and are not able to help me?
j1derly
1 Message
3 days ago
Same... We JUST had a tech out at the house this morning, he replaced the modem and were supposed to have a split 5g/2.4g network and I was unable to access any of our features other than the "overview" screen and "account" The tech said it looked like I was logged in as a secondary account, but mine was the one he had on file for primary. Nothing they could do about it but wait for an update.... I am supposed to be receiving a call from Comcast Executive Support on Monday (we're in the middle of resolving an FCC complaint- hence the visit by a tech today), so if it's not resolved before then I will bring the concern there.
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