U

7 Messages

Tuesday, November 12th, 2024 4:33 PM

My Existing People Profiles, Assigned Devices, and Schedules for People w/ Assigned Devices are no longer accessible in Xfinity App

First of all ... ARRRGGGGHHHH

I have several household people profiles in my Xfinity app, and over 60 devices assigned to those profiles (kids, etc), along w/ scheduled downtime settings that have been working for over 2 years.

Within the last week or two, the Xfinity app is no longer showing me that I have profiles from the "Wifi" management screen in-app.  And I am no longer able to assign new devices to existing profiles.  Nor can I make any changes to existing schedules for my kids.

However, my profiles and scheduled downtime is STILL BEING APPLIED IN THE BACKGROUND ... but now I have no control over those settings.  Which is incredibly annoying.  This is the main reason I use the Xfinity app ... managing people, devices, and schedules.  And I used to make adjustments to schedules daily ... now I can't.

I have done the following over the past 3 days:

  1. Uninstalled and reinstalled the app numerous times (no resolution followed)
  2. Turned off private relay mode in iCloud, a new feature for my Mac and Apple devices (no resolution followed)
  3. Called support and after 2 hours on the phone I got nowhere and had to explain the issue at least 5 times and nobody seemed to understand!!! (they scheduled a technician to visit my home)
  4. A technician came to my home today and said he has no knowledge of the app, and therefore cannot help me .. said I should visit an Xfinity store (so, issue still unresolved)
  5. Even tried creating a new people profile, but I'm unable to re-create any profiles or assign devices to new ones

I spend $330 each month for multiple services with Xfinity.  I am supposedly "Platinum" ... and the people, device, and scheduled downtime / uptime settings are the most important features to my family.  This issue has cost me over 3 hours of my time so far ... which is absolutely ridiculous.  I'm certain this is a known issue .. but nobody at Xfinity seems to have knowledge, or answers.

XFINITY APP TEAM ... I've seen multiple reports of this on Reddit, here, and via Google search.  You MUST address this or you will start to lose your best and most connected customers.  I am one of the customers you will lose if you don't fix this / apply yourself to these issues asap.

2 Messages

1 month ago

I am having the same issue!! I was trying to google a resolution and I found this forum. It is super annoying. 

7 Messages

If you find some kind of solution please post it here.  Xfinity doesn't seem too interested in, or aware of, this particular issue.

7 Messages

1 month ago

Update for all who are following along.  I visited the Xfinity Store near me today.  I left with no resolution.

Issue was "understood" by the store support team, but they said likely uncommon in terms of # of customers affected, and therefore likely relatively unimportant to Xfinity product / app teams.  Order of magnitude approach.  However, the types of devices and people I manage wifi for via the app is a key insight here ... I use these tools to manage my children's access to wifi / including restrictions.  I've lost access to those settings.

Additionally, home wifi enabled devices like my water main shut-off valve which is a Moen device connected to Xfinity wifi, CO2 and Smoke detectors, and I've lost the ability to manage, connect, disconnect, those devices from my router or manage schedules + alerts related to those devices.  <-- this is a liability for you Xfinity should something terrible happen in my home (like a water leak, or smoke alert, co2 alert).

Rant, rant ... still waiting for someone who can elevate this issue to take notice.

Official Employee

 • 

1K Messages

1 month ago

Hey there, @user_xt1mvu! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to here about the experience with the Xfinity App, it certainly is not what we want for our customers. I know that is the biggest thing for my household with the xFi control within the home. You have completed a lot of the troubleshooting steps we would recommend, so let's dive into the account together and further troubleshoot. Can you please send us a DM to get started?

Please send us a direct message with your full name, business name, full address, and phone number.
 • Click "Sign In" if necessary
 • Click the "
Direct Message icon” 
(upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

7 Messages

@XfinityAdrienne​ thank you, I've initiated a DM per your instructions.

7 Messages

1 month ago

Update - new info!

I was invited to DM w/ XfinityAdrienne (I thought, hooray I'm finally going to be connected with someone who understands my issue).

However, I've now been in a direct message thread for 4 hours ... and during this time I've had 4 different support agents talking to me via DM.  Each one with a slightly different understanding of this VERY SIMPLE to describe issue if you know anything about the Xfinity App <-- and I say very simple b/c if you are a user of the Xfinity App features for "People" and "Devices" and their user created connectivity rules ... you would know exactly why the issue I'm having is so important to resolve (asap).  And if you have kids, you would know these features are critical.  And if you have in-home safety and security devices, you would also know these features are critical ... that have gone missing.

How many more hours will I need to spend before I get somewhere ... anywhere ... towards solving the problem?  I was already at about 4 hours of my time ... phone support, in-home tech, and in-store visit ... and now I'm at 8 hours of my time, and counting.

(edited)

2 Messages

@user_xt1mvu​ I saw someone say they factory reset their router and set up a new network. I will probably try this but will be a pain to set up all devices again. 

New Poster

 • 

3 Messages

24 days ago

I have the same problem, and it coincidentally started around the same time frame as yours.  Went through all the the suggestions provided by various xfinity agents, and even replacing my XB7 gateway for an XB8 did not resolve the app problems.

[following]

Official Employee

 • 

1.8K Messages

 

mantronik Thank you so much for using our Forums and for taking the time to reach out over this platform. We are here to work with you and pick up where you let off after all the steps you followed. To get started can you send us a DM with your full name and service address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message

 

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

7 Messages

10 days ago

For those interested, or feeling similar pain, I am happy to report that this issue is now resolved in my Xfinity app as of 12/16/24 .. the latest app build seems to have fixed it.  I hope that in the future Xfinity is more careful about retaining features like this, and ensuring schedules remain accessible in-app.  Losing this feature for over 2 months caused all sorts of issues in my household of 5.

Official Employee

 • 

1.2K Messages

Great to hear! Our team and others have been reporting this to make sure it gets addressed. With all of our apps being merged into one, I can't imagine the debugging our engineering team has to do to get everything working perfectly. I don't know if it helped or just confirmed the importance of this feature, but I do know that your frustrations have not fell on deaf ears!

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

New Poster

 • 

3 Messages

@user_xt1mvu​ 

woah, you are right!  I just opened the app and was faced with a ‘reload app’ screen, so I did and all my profiles are back!

Now I can delete all the profiles that I had blindly created when the app wasn’t functioning properly. 
Thanks for the heads up. 

forum icon

New to the Community?

Start Here