Visitor
•
1 Message
Re: "Profiles missing on my Xfinity App"
@XfinityDilary I am having the same issue. I have signed into xfinity on the website to try direct messaging support. However, I do not find the speech bubble. I have emailed. I have chatted with the SUPERBLY annoying AI assistance. I even tried to call with no customer support number available. I have deleted the app twice and signed back into the app. I have updated the app. I have tried SEVERAL things to resolve this issue. I have zero ability to manage the devices, profiles, etc on the app. What can be done to correct this situation?
XfinitySara
Official Employee
•
2.4K Messages
2 hours ago
Hello, @user_omr62h! We saw your comment with similar concerns on another post, and we've converted your reply to its own post, attached to your user profile (that way we can properly address your particular account concerns).
Since the app isn't reflecting your existing profiles, there is likely a synchronization break between your account's cloud settings and the physical gateway. Here are the most effective steps to force those profiles to reappear or bypass the app's current state:
1. The "Power Cycle" Sync
Sometimes the Gateway (modem/router) needs a fresh handshake with our servers to "pull" the profile data back down.
- Unplug the power cord from the back of your Xfinity Gateway.
- Wait at least 60 seconds.
- Plug it back in and wait for the light to turn solid white.
- Once the internet is back, force-close the Xfinity app on your phone and re-open it to see if the "Connect" tab populates the profiles.
2. Access via Web Portal
If the app is glitching, the web-based version of the management portal often remains functional. It uses the same backend but a different interface.
- Go to internet.xfinity.com on a computer or a mobile browser.
- Sign in with your Xfinity ID.
- Check the "People" or "Devices" section here. If the profiles appear here, you can unpause the TVs immediately.
3. Check for "Account Ghosting"
If you recently moved or changed your internet plan, the app might be looking at an "inactive" account linked to your email.
- In the Xfinity App, tap the Account icon (top left).
- Look for an option that says "Switch Accounts" or check if there are multiple addresses listed.
- Ensure the "Active" account at your current address is the one selected.
4. Advanced: The Gateway Admin Tool
If you are still locked out and cannot unpause the devices through the app or web portal, you can access the hardware directly.
- Connect a device to your Wi-Fi (if any are unpaused) or use an Ethernet cable to a laptop.
- Open a browser and type 10.0.0.1 into the address bar.
- Username: admin | Password: password (unless you have changed these).
- Navigate to Parental Control > Managed Sites/Devices. You may be able to see the blocked MAC addresses of your TVs and manually remove the blocks here.
Please let us know if this helps!
0
0