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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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2 days ago

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user_jcygca

Visitor

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4 Messages

1 month ago

Please see my example below:

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user_jcygca

Visitor

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4 Messages

1 month ago

Not a single place to be able to unpause device!

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user_mlz3xt

Visitor

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3 Messages

1 month 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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XfinityDilary

Official Employee

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3.1K Messages

1 month 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

1 month 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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1.3K 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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29 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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25 days ago

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XfinityDuron

Official Employee

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599 Messages

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

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23 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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23 days ago

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XfinityDuron

Official Employee

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599 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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23 days ago

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