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clarkma5
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13 Messages

Wednesday, April 24th, 2024 11:11 PM

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Disabling xfi advanced security - no settings to do so available in xfinity app

I want to disable advanced security, or at the very least verify that it's off because I cannot tell either way; the app is so unclear. I suspect it's on and do not want it that way, never asked for it to be, would've never wanted it to be...

The instructions in this post https://forums.xfinity.com/conversations/internet/answered-what-is-xfinity-xfi-advanced-security-and-how-does-it-work/602daaa3c5375f08cd5d0bc0 that say the following do not match what is in the app:

"

  • Go to the Security tab.
  • Select Advanced Security.
  • Select Advanced Security under Settings.
  • You'll see a pop-up window. Select Turn Off."

I cannot follow any of the instructions after the second bullet point because the app is just showing me a screen for Advanced Security on the Go, and not giving me any information about Advanced Security, and it will only let me turn "On the Go" on or X out of that screen and dump me back to the security screen and I am stuck...I cannot turn Advanced Security off. I can't even check that it's on!! Asking the xfinity assistant about it just loops me back to the same security screen where I can't disable advanced security. Please give users a little bit of control instead of these nightmare security features that offer so little and cost us so much.

Ideally we'd just go back to the days where we can login to the gateway at 10.0.0.1 and do everything we need there and never ever touch the app for any of these things, frankly. This mobile app has been a massive step backward for users and I truly hate it.

Question

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Updated 

1 year ago

4.5K

3

0

clarkma5

13 Messages

1 year ago

Will support please respond to this issue, please? I waited patiently for a day, tried to comment on another poster who was having the same issue and got all my replies moderated out (IMO defeats the purpose of a forum if people can't say "I also have this problem and have followed all the same troubleshooting steps", but I guess that's how this place "works"), thought I could DM Xfinity Support but didn't know you need permission to do so...nothing works to give me support. Just please give support. Your website says you can go into the app and see Advanced Security settings but you can't. What am I to do? Either help me or update your documentation to reflect reality, which is that we don't really have control over our home networks.

(edited)

9

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XfinityMarcos

Official Employee

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2.4K Messages

 

clarkma5. Hello, thank you for reaching out to our Forum for help with your xFi Advanced Secrity setting issue, and I appreicate you already trying to find the answer in our Forum. We're not a traditional live chat and do take time to fully research all of our customers concerns to provide the best support possible. Sending unsolited DM's is a violation of our Forum Guidelines, we prefer that you first create a post and send a DM when requested by an official employee. Let's get on the same page and work to get going in the right direction for a resolution. Are you currenlty using the Xfinity app or the website to manage your xFi Advanced Security feature? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

clarkma5

13 Messages

I am using the xfinity app because when I try to go into my gateway at 10.0.0.1 it redirects me there. As far as I knew it was the only way to perform this task. I should clarify, I want to make a port forward work and it is setup in the app and shows as forwarded for this device, but the port remains closed. I read that advanced security will block all port forwards if it is on. I cannot even verify if it is on or not due to this menu in the app being covered up by "Advanced Security On The Go" screen, though I suspect it is.

(edited)

1 year ago

0

clarkma5

13 Messages

@XfinityMarcos​ Since you mentioned the website  which I have not tried so far, I logged in through the website and got to this page, which I had already visited and read multiple times on my phone: https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security

Which describes how enabling, checking, or disabling Advanced Security is all done through the mobile app. But none of these instructions coincide with what is on my screen. Going into the app, clicking "security", clicking "advanced security" just puts up a bunch of information about Advanced Security On The Go and says to set it up. I have no interest in Advanced Security On The Go, I am a very light mobile data user who uses just a couple apps when I'm out and about and I practically never connect to public WiFis. I just want to see and manage my Advanced Security settings for my home network, as I keep saying. When I try the Xfinity Chat Assistant on the website using keyphrases like "Advanced Security Settings", "Disable Advanced Security", etc. it just gives me the same choices that the mobile app chat assistant does: "Manage Xfinity Advanced Security in the Xfinity App" (which doesn't work because it's covered up by the Advanced Security On The Go screen, as I keep saying), "Learn About Xfinity Advanced Security" (which takes me to that link I just posted above in this comment again), "Learn About Advanced Security On The Go" (which I've checked and isn't pertinent to my issues), Online Security Issues (which I'm not having) and Something Else (which just prompts the chat assistant to start over, basically).

Please let me know if I'm missing something available on the website because it looks identical to everything I looked through on my phone, which is not getting me to the Advanced Security settings. Sorry to be repetitive but I'm stuck in a loop of Xfinity's instructions and the app not agreeing and have been unable to break out of it.

1 year ago

0

XfinityThomasA

Official Employee

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2.5K Messages

I appreciate your detailed response, @clarkma5. I understand you mentioned when trying to disable the Advanced Security feature via the Xfinity app that it prompts you to set it up, but you have no desire to. We can help. 

Advanced Security On the Go is available to all xFi Complete customers with a compatible mobile device (iOS 14 or later, Android 10 or later). I believe you're seeing that pop-up because it's an included feature that may not have been set up yet. If there is no "x" on that pop-up screen like you'd see to close a tab or window, I would suggest following the prompts to set it up. Once done you can disable it immediately. After that, let's go ahead and circle back to disabling Advanced Security. Please let us know if this helps.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

clarkma5

13 Messages

I can try that but I would really like assurances that I will be able to turn them both off, instead of having them both on which is definitely the wrong direction. I am very nervous about xfinity continually piling more of these security features on that I do not want and not giving us the ability to turn them off.

And I do have the "x" on the pop-up screen but as I noted, clicking that does not make the advanced security feature settings become available, it just dumps me back at the overview screen.

1 year ago

0

user_b1mtqp

21 Messages

1 year ago

I followed the instructions in the pinned post in this forum here https://forums.xfinity.com/conversations/your-home-network/port-forwarding-for-wired-ethernet-device/65f21eca28b6ea6548a3525e entirely set up my port forward through the app, double checking to make sure it was for the right mac address (I disconnected my device from the network, waited for it to show as not connected, told xfinity to forget it in the app, went through the process of setting it to Reserved IP all over again, and then made the port forward again), the port forward shows as being set up but does not work, the port is still closed according to the app on my PC and according to outside services that check it.

I got "advanced security" turned off (another headache in its own right...) thinking that might fix the port forward, but it is still closed.

What do I do to make the port forward work? Advanced Security is off, the device is newly added with its IP reserved in the DHCP range prior to setting up a single port as forwarded, it shows as a port forward in the xfinity mobile app for that device and reserved IP, and still it is closed.

Note: This comment was created from a merged conversation originally titled Port forward not working even with advanced security off

16

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user_l9vela

1 Message

1 year ago

We're having issues with these settings as well, should we call fcc also? I been trying to turn on the VPN (advanced security on the go ) since January and have been unable and customer service just goes in circles and have cost us hours and hours of time unable to fix the problem, our advanced security options are available and present but not the part that we want (on the go) ?

1

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user_b1mtqp

21 Messages

@user_l9vela​ I had no trouble turning Advanced Security on the Go on per the instructions on my Android phone. I believe Advanced Security on the Go requires the xFi complete package on your bill so that might be your issue? But once I had Advanced Security on the Go and gave it "allow all the time" location permissions, it just popped up with "do you want to allow the VPN?" and I clicked yes and it worked.

1 year ago

0

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