Joe_99999999999's profile

New Poster

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3 Messages

Mon, Nov 30, 2020 6:00 AM

XFi Downtime Causes Issues???

I tried setting up downtime for my kids' devices because I thought it would be helpful. I set each of their profiles to pause overnight. As soon as I set that up, I began having problems with my entire network. All devices would lag or stop working altogether for periods of time regardless of the time, schedule, or device owner. I had to delete those downtime schedules for everything to start working normally again. I had also turned on parental controls at the same time. I don't know if parental controls would cause that issue or not. Either way, these functions are supposed to be helpful and only impact the devices tied to the profiles in which they are applied. In this case, I was having issues with EVERYTHING. My entire network was offline and/or lagging. As soon as I removed those controls, everything went back to normal. Is this a known issue? Are there solutions? I'd love to use them, but I'd love to use the internet more. 

Responses

New Poster

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3 Messages

7 m ago

So I tested this today. I just set a downtime schedule for one child. I didn't do anything with parental controls this time. Within an hour or so, we started having internet connectivity issues again. Everybody's access wasn't working. I deleted the downtime schedule and rebooted the modem and everything started working correctly again. That was about 4-5 hours ago now and there have been no problems since.

 

I don't know why the downtime functionality is causing these problems. It's incredibly unfortunate because these tools could be very useful. Unfortunately, I can't use it. 

ComcastChe

Official Employee

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6.1K Messages

7 m ago

Hi @Joe_99999999999

Thank you for sharing your experience here on the Xfinity Forum. We were aware of a known issue that began last week, that was affecting these schedules that were set up using the app. The same thing happened to me when I continued to use the app. I had to delete the schedules and the parental control settings, reboot the modem before everything successfully connected again.

By chance, have you tried testing this using a PC or laptop to see if there is a change in the behavior of your devices? My team would be happy to investigate and work with the Advanced Techs to get this resolved! 

Can you send a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address. 

Regular Visitor

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1 Message

6 m ago

Hi, I think we're having the same issue at our house. I'd like to be able to know the answer or troubleshooting steps that work.

New Poster

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3 Messages

6 m ago

@ComcastChe 

Sorry for the delayed response but notifications from these posts go to my Comcast email account even though my Gmail account is the preferred email address on my profile. I don't use my Comcast email account, therefore I don't check it, so I was unaware of any responses.

 

When I originally set up Downtime, I did it through the app on my phone. I then deleted those schedules, restarted my gateway, and recreated them through the desktop/website. Both resulted in connectivity issues for the entire network even though it wasn't even time for Downtime to block anybody yet.

 

Late last week, I upgraded my gateway from the regular gateway to the XFi Advanced Gateway for an unrelated reason. Once I got the new gateway up and running, I set up Downtime again and it seems to be working fine. I've had it working for a few days now.

 

I'm guessing my issue had something to do with the gateway for whatever reason. I don't know if it was specific to just MY gateway or if it is a global issue for that model. Either way, that issue seems to be resolved for now.

 

Separately, with the new gateway, I now do not see any ethernet connected devices on my network. I only see WiFi-connected devices. With my old gateway, I saw ALL devices connected to my network, WiFi and ethernet (including MoCa).

 

This is important when it comes to Downtime and parental controls. Laptops have 2 different MAC addresses, one for WiFi and one for ethernet. I can only see if the WiFi MAC address is connected to the network. If the device is connected through an ethernet cable, any Downtime restrictions wouldn't apply. So if one of my kids connect their laptop through an ethernet cable, I don't see them connected to the network and can't assign them to their profile. Therefore, Downtime won't apply to that device which defeats the purpose of Downtime.

 

I'm not sure why this changed from one gateway to the other. I should be able to see every connection to my network just like I did before, but only those devices connected via WiFi show up as connected. 

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