Contributor
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30 Messages
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!
lightstorm22
Contributor
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209 Messages
4 years ago
My guess is the app and/or gateway are now mistakenly using UTC time instead of the user's timezone. As a test, at 9:27 PM EST tonight I set the downtime to be at 2:30 AM in the app. It worked for 3 minutes and then dead.
Maybe some others can try this out. I currently have the downtime settings using UTC time as a potential workaround. Not sure how the app will react to Daylight Saving on Mar 14 if it's not fixed by then. UTC doesn't change, so the app should continue to behave the same, but we'll see.
Hopefully a Comcast rep here can get it escalated. It's not a one user issue. I am on the latest version of the Android app. It updated yesterday, plus I uninstalled and reinstalled tonight.
P.S. If you try it out and your start time falls on the early morning of the next day, make sure you choose that day in the app, if that makes sense. For example, my downtime for Sunday night in UTC is really Monday morning.
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DanielG1
Frequent Visitor
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5 Messages
4 years ago
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macdanife01
Frequent Visitor
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10 Messages
4 years ago
Same issue here, and indeed it seems to align with something that happened on 2/11-2/12. We live in the Mountain time zone and downtime is off by exactly 6 hours. Had downtime scheduled to start at 12am, but it reality it started at 6pm. My XB7 is running software version "TG4482PC2_4.4p19s2_PROD_sey" which apparently was released a couple weeks ago, but I'm guessing was actually installed on my modem early Friday (2/12) morning.
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User_Denise97
New Poster
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10 Messages
4 years ago
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Jespochav1
Regular Visitor
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9 Messages
4 years ago
Thank goodness it isn't just us having this issue. I thought I was going crazy and my kids were upset that I was just randomly turning off their internet. I have done just about everything under the sun to try to get correct scheduling going but it's been fruitless. It really does feel like it might be working off an incorrect time zone or something. Comcast needs to fix this ASAP. Why advertise these options when they don't work correctly?!
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Ceciliagreen201
New Poster
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1 Message
4 years ago
I am having the exact same issue.
We had to delete downtime to make my son's devices work. Can you please get a fix so we can secure our children's profiles?
Thanks in advance.
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KarolSnook_aol
Regular Visitor
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2 Messages
4 years ago
I'm having the same problem. My downtime is currently acting as if I am in Greenwich Mean Time rather than Pacific Standard Time, which it should be. I want my downtime to be 1:00 am to 6:00 am, but I set it to 9:00 am to 3:00 pm which I'm hoping will work. When my internet was blocked starting at 5:00 pm yesterday and today, my husband's Xfinity app did not show my profile as being paused. The only way to get my devices to have internet back on was to delete my downtime or reassign my devices to a different profile that did not have a downtime. I noticed that my downtime did not come on at 1:00 am 2/13/21 when it should have, but it did come on at 5:00 pm both yesterday 12/13 and today 12/14/21. My devices are still displaying Pacific Time, but the downtime is acting like UTC.
I tried clicking on "ComcastAbbie" but I saw no way to send a message to you.
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CCAbbie
Problem Solver
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1.4K Messages
4 years ago
As a parent myself who has used this feature for years, I understand how important it is for this feature to work properly. The steps that have seemed to help resolve the issue are:
If you have already tried these steps with no luck, can you please send me a Private Message including your first and last name as it appears on the account? To send me a Private Message, please click my name “ComcastAbbie” and click “Send a message".
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XfinityPeterH
Official Employee
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1.8K Messages
4 years ago
Hello @KarolSnook_aol and thank you for reaching out to us with your concerns over the xFi settings and for letting us know that you tried to click on "ComcastAbbie" but it would not allow you to send us a message. Having any issues with your xFi settings and not being able to send us a message would be frustrating and never something we want for you to experience. Here is a link for you to try instead of clicking on our name.
https://comca.st/3qmST5z
Please include your full name along with your address in this message for help. Thank you for your patience and understanding.
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jeffreyhof
New Poster
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1 Message
4 years ago
Same issue! So frustrating. Parental controls worked amazing for 18 months. I have 3 boys each with their own profile setup to each boys devices. I turnoff their wifi at dinner time and at bedtime. Suddenly in the middle of their school day on Feb 12 2021 their wifi turns off yet their profile does not show Paused and their devices show as "Connected". My wife and I had perfect wifi. At first, I had no idea what was going on but the only way to fix was to quickly delete their three profiles. I have deleted and rebuilt all profiles several times and it continues to happen at random times on all profiles. I deted the Xfinity App and reinstalled the App... didnt help. I feel like xfinity updated something (router firmware, xfi app, something) and broke Parental Control feature. I will keep calling.
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Phil02135
Frequent Visitor
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10 Messages
4 years ago
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BIG_J54
Frequent Visitor
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7 Messages
4 years ago
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legalalien
Regular Visitor
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2 Messages
4 years ago
There are several threads with very similar discussions.
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CCJodie
Problem Solver
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1.3K Messages
4 years ago
@BIG_J54 We do see the private message that was sent to my coworker. Abbie sent a reply back very early this morning, so please make sure to check the messages. We'll be here when you reply back.
When there are app issues that is a larger interruption, the best way to track that is to run troubleshooting through our tests.
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user_RobertB
Contributor
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350 Messages
4 years ago
@Phil02135
Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help.
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