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user_11a2c9
1st Topic

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2 Messages

Tuesday, January 2nd, 2024 12:16 AM

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Could Xfinity be preventing my Parental Controls

I have an Arris Surfboard SVG2482ac Router.  It works great, not issues, except for the fact that none of the parental controls work.  I know for a fact that I am doing everything correctly.  It's not rocket science.  Could it be that Xfinity is somehow preventing me from accessing any of these parental controls on my own router?  If so, how can I gain access back?

Question

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Updated 

10 months ago

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EG

Expert

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110K Messages

1 year ago

How exactly are they not working ? Can you even see the settings / selections. or are they greyed out ? Are they present (not greyed out), but when you click on them they don't do anything ?

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user_11a2c9

Visitor

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2 Messages

I have access to everything within the router.  Nothing is greyed out and all of the options are seem to be available.  When I go through the correct procedure to block a device, it doesn't stick.  The device appears to be blocked within the router, however, it still has access.  I have confirmed that the MAC address is correct and that I have gone through all of the steps properly.  I have restarted the router and computers.  I have listed each device as not trusted and blocked them from the internet, but the parental controls just don't seem to stick.  I have no idea why.  The only thing I can think of is that Xfinity is preventing it somehow.

1 year ago

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EG

Expert

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110K Messages

1 year ago

Hmmm..... Anything is possible, but they don't usually mess with the firmware of the router component of a customer-owned combo modem / router gateway device.

You could try hard resetting it to factory defaults by pressing and holding in the recessed reset button on the rear for 20-25 seconds. This can sometimes clear up some weird behavior issues. YMMV. Be advised that you will lose any customized settings, and they will need to be re-configured from scratch.

Still no joy ? You may want to contact Arris tech support about it. Good luck !

(edited)

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XfinityBrianH

Official Employee

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1.3K Messages

1 year ago

@user_11a2c9 Thanks for reaching out to us here to let us now about the issue you are experiencing with your Arris Surfboard. It seems like you have already done a good bit of troubleshooting, have you tried a factory reset of the modem yet? If that doesn't resolve the issue please let me, and we can take a look for other options. 

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user_rgl79a

1 Message

10 months ago

I have the same exact question!

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EG

Expert

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110K Messages

10 months ago

@user_rgl79a 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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