manage/assign internet devices

Prior to getting a Technicolor modem I was able to assign and manage individual devices in the app (Galaxy S24 app version 5.44.0) or online (Firefox or Chrome for Windows). That has now disappeared. There is an option in 'overview' to manage devices and screen time (screenshot) but when I click on it, it does nothing. I've already cleared my phone cache, uninstalled and reinstalled the app (which immediately tells me I can manage and assign devices) . I attempted to get assistance via the app (pointless) and browser version but they just kept trying to upsell me and had no idea what I was talking about. How can I manage and assign my devices?

Responses

XfinityAirelle

Official Employee

•

2.6K Messages

3 months ago

madmad1 Hey there! That sounds incredibly frustrating, especially since you were able to manage your devices before switching to the Technicolor modem. We definitely want to help get this sorted for you.

It sounds like something might not be syncing properly with your new modem. Usually, after a modem swap, it can take some time for all features to reappear in the app, but since you’ve already tried clearing the cache and reinstalling, that shouldn’t be the issue.

Have you tried rebooting the modem to see if that refreshes the connection with the app? If that doesn’t help, we’d be happy to take a closer look on our end and make sure everything is set up correctly. Let us know, and we’ll do what we can to get you back in control of your devices!

2

0

madmad1

Frequent Visitor

•

18 Messages

I just rebooted the modem, logged out of the app, cleared the cache again and it's still not available. It's been three days since the upgrade.

Like

Reply

3 months ago

0

XfinityArmand

Official Employee

•

2.1K Messages

We can take a closer look at this for you @madmad1! Please feel free to send us a private message with your details so that we can get a closer look at this for you.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

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

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• An "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 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

Like

Reply

3 months ago

0

madmad1

Frequent Visitor

•

18 Messages

3 months ago

Issue resolved after being routed to advanced technical support.

2

0

XfinityFrank

Official Employee

•

1.3K Messages

@madmad1, happy to hear the issue has been resolved! Thanks for confirming! Please create a new post if you need anything else. Take care!

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

Like

Reply

3 months ago

0

U

user_a84x2m

6 Messages

@madmad1 , what did it take to resolve?? I'm having a similar issue.

Like

Reply

3 months ago

0

Xfinity App

madmad1

manage/assign internet devices

XfinityAirelle

madmad1

XfinityArmand

madmad1

XfinityFrank

user_a84x2m

New to the Community?