Advanced security won’t turn on

@user_bcddf5  Thank you for connecting with us in our community. We are sorry to hear about the trouble with Advanced Security. Let us know if this helps.

Enabling Advanced Security

Advanced Security can be turned on multiple ways through the Xfinity app. 

If you’re activating a new gateway with the Xfinity app, you’ll have the option to enable Advanced Security while activating the gateway.

If you have an activated xFi Gateway and Advanced Security isn’t enabled, you can:

1. Enable it from Overview.
   • If you don’t have Advanced Security enabled, tap the card on the Overview prompting you to turn it on.
     • Tapping the card will walk you through turning it on.
2. Enable it from the Security tab.
   • If you don’t have Advanced Security enabled, you’ll see a light blue box at the top of the Security tab prompting you to turn it on.
     • Tapping Turn it on will walk you through turning it on.
   • If you don’t see the option at the top of the Security tab, you can also turn it on by scrolling down and selecting Advanced Security.
     
     

Note: It can take up to 10 minutes to fully enable Advanced Security.

Security Status

Once turned on, you can find a status of security activity in the header of the Overview section of the Xfinity app.

I can't get advanced security to turn on. What do I have to do?

@XfinityLinda​ 

100% unhelpful comment.

The issue is that when we are trying to turn advanced security on, XFINITY IS SAYING IT IS UNABLE.

We need a workaround to that issue.

Not instructions on how to do something we can figure out for ourselves.

What a joke. 

Hey, @user_3wmsz1! Thanks for reaching out to us on the forums! We appreciate the feedback. By chance do you have the Xfinity gateway in bridge mode?

How do I turn it on it just sends me through an endless loop of not turning it on smh. I pay to much money for the ongoing inconvenience’s. Just simply tell me how to turn it on alternatively because I can not turn it on using the app.

No, I have an android. 

Hello, @user_5f4487. I'm sorry to hear you're experiencing a similar issue. To confirm, did you follow the steps listed above by my peer Linda? 

It seems to me that all businesses are like this. They want there payment but don't really care about your concerns. Good luck

Hello, @user_211cb9. Let's take a look into this together. 

Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" 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.

@user_4479d7 Thank you for letting us know you are encountering the same issues with your Xfinity Advanced security options. If you have already confirmed with the steps we provided above and are still running into issues please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

@XfinityAmandaB​ I am having same issue. I even talked to rep in chat. They told me to uninstall app and reinstall. That didn't work. 

Hello, @user_elwecl. We appreciate you reaching our team on Forums, we can definitely understand the importance of getting this working ASAP. Were you able to go through the steps provided above that @XfinityLinda provided?

@Prettygurl I'm sorry to hear you're having an issue with enabling our advance security feature.

You can turn on Advanced Security from the Security tab in the Xfinity app. It may take up to 10 minutes to fully enable Advanced Security. You will not be able to enable this feature if you have a Cisco DPC3939 Gateway or your Gateway in Bridgemode. Do either apply for your account as this may be the reason you're having an issue. 

@XfinityKei​ No these situations do not apply to my account. 

I know how to turn it on. It does not work it does nothing, no matter how long you wait. It’s stuck in some sort of loop that just takes you back to the previous screen to turn it on again smh. Very frustrating!

@Prettygurl​  I am using the XB8.. What could be the problem? 

@Prettygurl Thanks for getting back to me. I would like to take a closer look at your account to help and troubleshoot. Can you please direct message me your first and last name along with your full service address. 
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Hello rlynch1

Sorry to hear that you are having these issues with the advanced security setup. I was curious if you have attempted to reboot the XB8? I am using the system at my home with great success. Here is an amazing link with a good amount of tips and tricks.  https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security