Profile setting not working on xfinity app

In the Xfinity app the profile settings aren't working.  I can turn off the internet for someone and then the usage time keeps going up.  They obviously still have access to the internet.  Everything is set up so the internet turns off at midnight, but we can still use the internet after midnight.  None of my settings are working.  I have tried deleting the settings and putting them in again, that doesn't make a difference.  I have spent hours trying to get through the xfinity assistant and speak with an actual person because nothing the assistant suggests answers my questions.  The xfinity assistant is useless if you have any idea how to work a computer.  You already know more than anything the assistant will suggest.  But it gatekeeps so strongly you can't get help from a human.