jkcarrol's profile
jkcarrol
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Contributor

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30 Messages

Thu, Feb 11, 2021 5:00 PM

xb7 xFi blocking access on profiles when a downtime schedule created, even though it shouldn't be

Today the wifi on my son's chromebook and PS4 and my daughter's TV stopped working unexpectedly. I checked and my work laptop, my phone, and other devices were fine.

 

As a troubleshooting step, I deleted the "bedtime" downtime profile (set to 11:30pm - 10am) and viola! My son's PS4 and chromebook were working again. But as soon as I created the downtime profile again, it paused his internet access.


The profile does NOT show paused and pausing/unpausing doesn't affect it.

 

This seems to be a bug in th xb7's downtime feature. Has anyone else seen this or know of a fix? It's really annoying to have to manually turn things on/off, especially if I'm already asleep!

Responses

New Poster

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7 Messages

2 m ago

That’s the exact same thing that is happening to me.

Official Employee

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73 Messages

2 m ago

Hello, @Jordansintouch, @Josh13, @BIG_J54, I hope you are all doing well! I am sorry to hear of the issues you are experiencing with scheduling downtime for specific profiles on your xFi app. I know how valuable and convenient it is to have that feature available! If you don't mind we would like to attempt to resolve this issue with some basic troubleshooting. At your earliest convenience, please attempt signing out of the app and back in. If this does not work and you would like to test an additional step, deleting the profile and recreating it may assist with the refresh of that scheduled downtime. Please let me know if you have already tried these steps and if they were unsuccessful. My team would be more than happy to investigate further. 

 

 

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Official Employee

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67 Messages

2 m ago

Hi @ jkcarrol,

 

I can understand the concern with the pausing if the service when it should not be active on certain devices. I know I must have scheduled hours for my kids as well. Especially during school hours, and the virtual learning. I appreciate you sharing what you did discover! I'd be happy to look into this further and see what we can do.  Please send me a Private Message by clicking my name "CCLysaP" and on the right side, select "send a message." 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
KLStanko

New Poster

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6 Messages

2 m ago

Unfortunately GMT is not the case with me. My downtime was set for 12 midnight Thursday night. Access denied at 10pm. Downtime was set for 3am Fri night/Saturday morning) and access was blocked again at 10pm. We had a brief service outage Thursday morning due to ice storms. This began Thursday night (I am EST zone).
jkcarrol

Contributor

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30 Messages

2 m ago

I did dm @ComcastCares on Twitter and they said they opened a ticket with the xFi team. If I don't hear back from them in 72 hours as they mentioned, I'll follow up with you. Thanks!

KLStanko

New Poster

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6 Messages

2 m ago

@jkcarrol thanks!
jkcarrol

Contributor

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30 Messages

2 m ago

Maybe it's a specific offset, not sure. To figure it out, you can set a downtime for 30 minutes before and 30 minutes after your current time. Let's say it's 10:13am local time, set it for a downtime of 10-11. If access still works, try 11-12, etc until you find the hour that it blocks access. Then you'll know how many hours it's off and can adjust the times/days accordingly.

New Poster

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1 Message

2 m ago

We're having the exact same issue... 

New Poster

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1 Message

2 m ago

I’m having same problem which just started the other day. I’ve tried updating the app, erasing and resetting profile and downtime schedule, and restarting router. Not of that fixes the problem. Internet works fine until I set up a downtime schedule - then internet stops working all together until I completely delete the down time schedule

Frequent Visitor

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6 Messages

2 m ago

I think you right, this must have start on Thursday night, help us Comcast

Frequent Visitor

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6 Messages

2 m ago

This is happening to me too, I have the older XB6 xFi modem. I power cycle the modem, disconnected the cable, telephone and network wire. Put my devices back in profile with down times pause and resume setting. Next morning everything connects but before pause time some devices kicked off internet. Even when xFi app says they are online. PS4 profile I had to remove the pause downtime setting. Connection resumes. This started on February 11, 2021 what has Comcast changed this week. This is a real helpful feature that save me fights with my grand son to get him to take breaks and bedtime. 

New Poster

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1 Message

2 m ago

Same here

BIG_J54

Frequent Visitor

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5 Messages

2 m ago

Tried both suggestions but it did not work. Seems like the time is messed up as it works fine in the morning but when my kids try in the evening they are not able to connect to the internet unless I delete the schedule completely.

New Poster

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1 Message

2 m ago

Same issue at my house!

 

My kids were going nuts when they lost access to the internet. I thought it was a wifi issue. I rebooted the Xfinity modem/router but no luck.

 

So I connected their computers via ethernet cable. Internet worked initially but I noticed as soon as I added their devices (new device detected when using ethernet) to Xfi, they lost internet again.

 

I then decided to remove their connected devices from their Xfi profile and they immediately had internet again both on ethernet and on wifi.

 

Obviously an issue with Xfi.

 

FIX IT COMACAST!

New Poster

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1 Message

2 m ago

I am having the same exact issues. I deleted the profiles completely, updated my app, restarted gateway multiple times, and nothing has resolved the problem.

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