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user_jcygca
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4 Messages

Monday, February 16th, 2026 4:05 AM

Profiles missing on my Xfinity App

I had parental controls on my smart TV’s set up using profiles on my app to pause internet access. The option for the profiles are gone. All the devices stayed paused and now I can’t unpause them. Why was the parental control feature removed?

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11 days ago

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user_jcygca

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4 Messages

25 days ago

Please see my example below:

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user_jcygca

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4 Messages

25 days ago

Not a single place to be able to unpause device!

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user_mlz3xt

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3 Messages

24 days ago

I have same problem. It looks like this problem started showing up after app version upgrade from 5.69 to 5.7

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user_jcygca

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4 Messages

@Xfinity Support claims there is nothing wrong on their end!!! 

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23 days ago

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XfinityDilary

Official Employee

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3.1K Messages

 

Thanks for your comment, user_mlz3xt. I'm sorry to hear you're experiencing a similar issue. What troubleshooting steps have you tried so far? Did you try uninstalling and reinstalling the app? 

 

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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22 days ago

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user_mlz3xt

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3 Messages

Yes, i did try uninstalling and reinstalling the xfinity app - the same issue. I downloaded the latest version of the app 5.7.0 in the App Store.

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22 days ago

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XfinityDilary

Official Employee

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3.1K Messages

user_mlz3xt Thanks for trying that. Let's take a look here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

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22 days ago

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user_mlz3xt

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3 Messages

I have the exact same issues as user Jcygca, they could look at the posted screenshots. My devices are paused and I have no way to unpause them. The new version of the Xfinity app changed some things. I did not upgrade to this version, it upgraded automatically on my phone

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20 days ago

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XfinityDilary

Official Employee

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3.1K Messages

23 days ago

 

Thanks for posting on our community forums, user_jcygca. I am sincerely sorry to hear about the Xfinity App pause feature not being available to unpause your devices. This is not the experience we would like you to have, and we'd like to help. Did you try uninstalling and reinstalling the app? Is the app up to date? 

 

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user_3pmvz2

Visitor

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3 Messages

19 days ago

This happened to me too and now my kid can't use her laptop. I'm so frustrated!

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XfinityBradM

Official Employee

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1.2K Messages

@user_3pmvz2 What are the troubleshooting steps you've taken from your end? Have you attempted to access those details/settings through the management option in xfinity.com? 

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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17 days ago

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user_3pmvz2

Visitor

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3 Messages

@XfinityBradM​ I've unplugged my modem and plugged it back in (multiple times). Uninstalled and reinstalled the app (multiple times). Tried to fix it online. Profiles are gone and the ability to unpause devices is gone. Please fix the app!

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13 days ago

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XfinityDuron

Official Employee

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565 Messages

Hello @user_3pmvz2 were you able to correct the issues you was having with your Xfinity app?

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11 days ago

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user_3pmvz2

Visitor

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3 Messages

@XfinityDuron​ No, the app isn't working. I'm going to have to physically go into Xfinity to get it fixed, I guess. 

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11 days ago

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XfinityDuron

Official Employee

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565 Messages

I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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.

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11 days ago

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