Xfinity App not showing active time details AGAIN

@XfinityErika​ yes, I've been dealing with the inconsistencies with this app for a couple of years now. I've uninstalled, reinstalled, cleared the cache, deleted and re-added profiles. Restarted my phone, checked for updates. I know what to do. And It's the app. It doesn't work consistently. There is a bug or something that prevents the details from showing. 

@XfinityErika​ yes. All newest cell phones and computers with current and up to date versions. It's an Xfinity issue, not mine.

@user_13ac9 Thank you for these details! It's most helpful in narrowing down where to look for the issue, and what the next step is for resolution. Can you please tell me what is on the screen when you go into that section of the App? We may also need to take a look at your User profile, as it may be something we need to work on your ID specifically. Can you please send over a direct message with your name, the service address, and the User ID you are using for the Xfinity App? 

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer 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 which 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 see that this thread ended without resolution. I have been having an issues that is similar, but more nuanced. The app is allowing me to see Active Time for SOME of the people and devices I have set up, but no longer shows Active Time for two of the devices.

So, this goes back to all the issues pointed out in these threads many times. It’s not my configuration, which was showing Active Time without any problems for over a year. But all of a sudden, two devices stopped tracking and showed quiet time.

I tried all the things you suggested, deleting the people and devices and seeing if they would reconnect themselves so I can set them up again, but the app is still not seeing them, but I have verified that they are connected to our router.

Any resolution?

Hello! I'm so sorry to hear that. Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”.

I tried, but you are not showing up as a contact I can send a message to.