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!
BIG_J54
Frequent Visitor
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7 Messages
5 years ago
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Phil02135
Frequent Visitor
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10 Messages
5 years ago
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PeteKnuckles
New Poster
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3 Messages
5 years ago
I'm having the same problem and need a fix asap! Any updates?
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KLStanko
New Poster
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6 Messages
5 years ago
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dvlassopoulos
Frequent Visitor
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5 Messages
5 years ago
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Bart_Dubble
New Poster
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1 Message
5 years ago
This feature is broken. Advice to "clear the app cache" is absurd, clearly not the issue as the app is a different "app" on Windows, Apple, and Android. The function of this service is not local to the device setting up the service.
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User_Denise97
New Poster
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10 Messages
5 years ago
1. Delete current settings in the app (all settings and user for the profile)
2. Delete app cache
3. Reset device
4. Log into app once device reset completes and set up again
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DJack512
New Poster
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1 Message
5 years ago
Mine started doing the exact same thing yesterday. It took down the internet in the entire house. Calls and virtual exchanges with customer support led to a technician coming out today. It wasn't until this morning that I realized the connection with the scheduled downtime. The technician came this afternoon and when I mentioned what I discovered, he didn't even know how to use the app or that the downtime was an option. Needless to say the issue wasn't resolved.
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Kappy0622
New Poster
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2 Messages
5 years ago
I have reinstalled the app and and added all my kids again - worked for an hour.
Please help
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Rantipole
Frequent Visitor
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12 Messages
5 years ago
This is pathetic. As other on this thread, I've used downtime for months without issue. Why suddently did it stop working? I wasted over an hour of my time trying to figure this out. And now, finally finding this thread, I've turned off downtime and my child's device works. I now have to work an extra hour to make up for my lost time. What are you going to do about THAT, Comcast?? My contract is up in a couple of months. If you think I won't remember this, you're wrong.
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dmcp89
Frequent Visitor
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5 Messages
5 years ago
I had a Comcast technician come out to the house. He changed out the modem, but the new modem has the same issue: rules seem to take effect at the wrong time (a 5 hour difference for me, which happens to be the difference between my local time and GMT).
In the meantime, I had taken the steps suggested here of deleting downtime rules, clearing app cache, and logging out. We set up the new test rules from the website internet.xfinity.com, not using the app at all, so this seems to have nothing to do with the XFi app.
The tech agreed that there seemed to be a miscommunication between the XFinity system and modem about what time it is. He was going to make his coworkers aware of this issue, and escalate it to his supervisor to see if someone can figure out what's going on.
In the meantime, I have set up new bedtime rules for 5 hours later than when I want them to take effect. This seems like it will work. The app/website will not show the profile as paused at the proper time, but the device actually will be. At some point when this problem is fixed, I will have to change the rules back to the correct times.
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dmcp89
Frequent Visitor
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5 Messages
5 years ago
There is at least one other thread discussing this same issue. At least in my case, I have found that the rules are taking effect at the wrong time. For me the rules are taking effect 5 hours early, which happens to be the difference between my local time (EST) and GMT. In @richn1964 's case, the rules seem to happen 6 hours ahead of time, which is the difference between his time (CST) and GMT.
I had a Comcast technician come out to the house. He changed out the modem, but the new modem has the same issue. He agreed that there seemed to be a miscommunication between the XFinity system and modem about what time it is. He was going to make his coworkers aware of this issue, and escalate it to his supervisor to see if someone can figure out what's going on.
In the meantime, I have set up new bedtime rules for 5 hours later than when I want them to take effect. This seems like it will work. The app/website will not show the profile as paused at the proper time, but the device actually will be. At some point when this problem is fixed, I will have to change the rules back to the correct times.
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CCKatie
Retired Employee
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744 Messages
5 years ago
Hey @DJack512. We don't like to hear that you are also running into issues with your connection and the technician that came out wasn't able to help. We're committed to making sure everyone is able to enjoy this awesome feature. Can you please send me a private message with your first and last name so we can get this taken care of together? To send us a private message, please click on my name, then select "Send a Message" on the right side.
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wimblefam
New Poster
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1 Message
5 years ago
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Ejieieio
New Poster
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1 Message
5 years ago
I agree. We just started having challenges with downtime a couple of days ago and all the above recommendations do not make a lot of sense - especially with it consistently being 5 hours difference - wondering if a coding change/database change went in a time field that holds the time for downtime was set to UTC (Coordinated Universal Time- the modern equivalent to GMT) rather than local time - for us ET.......it also seems to work by pushing forward by 5 hours.........
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