U

Visitor

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1 Message

Sat, Mar 20, 2021 12:53 PM

Closed

xfi advanced security unavailable

is it just me or is it down at the moment?

Accepted Solution

Official Solution

Administrator

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4.8K Messages

2 y ago

***UPDATE 03/31/2021***
   
We have received confirmation that this issue has been resolved for all impacted users. Impacted customer should be able to notice that Advanced Security has been automatically re-enabled. In order to see this update you may need to refresh your browser page/app. 
  
Please let us know if you continue to experience any issues related to this or if you have any other questions. 
  
Thank you again for your continued patience as we worked to resolve this. 
  
  
***ORIGINAL POST***
   
Recently, we discovered a technical issue causing intermittent connectivity issues with certain XB3 Wireless Gateway models (Arris TG1682G and Cisco DPC3941T). In order to resolve this issue, we have temporarily disabled the Advanced Security feature for these models. In the meantime, you can still use other features, like parental controls and WiFi pausing, and you can turn on Protected Browsing from the Connect tab in the Xfinity app or the website. 
Once a fix is in place we will automatically turn back on Advanced Security for all impacted customer. Below you will notice some additional frequently asked questions. 

When will the xFi Advanced Security be fixed?
Our technology teams are working diligently to resolve the issue. We anticipate that the fix could take about one to two weeks to implement.

Where I used to see xFi Advanced Security in my app, now I see Protected Browsing. What is this?
Protected Browsing is a feature of xFi Advanced Security. While xFi Advanced Security is unavailable, we have made the Protected Browsing feature available separately for customers.

I’m worried about my online security in the meantime. What should I do?
Although xFi Advanced Security is an important way that we help protect our customers from online threats, it is not the only way. We protect customers with multiple layers of security, including network-level protections, 24/7 security monitoring and regular automatic device updates. None of these features have been impacted by this issue. Until the issue affecting xFi Advanced Security is resolved, we encourage you to make sure you turn on Protected Browsing. You can do this by visiting the Connect tab of the Xfinity app. We always encourage customers to be careful when surfing the web. Remember to only visit reputable sites and never click on suspicious links.

First you took away my Norton Security Online and now this. I no longer feel secure with Xfinity.
Xfinity is committed to keeping customers safe and secure online – it’s our top priority. We no longer include Norton Security Online because our xFi Advanced Security delivers a smarter, personalized, and more secure home WiFi network. We expect xFi Advanced Security to be back up and running within the next two weeks. (Refer to the question above for more details regarding what to do in the meantime.)

Thank you in advanced for your patience while we work to resolve this. 

(edited)

Visitor

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12 Messages

This appears to be exactly what is happening to me 6 weeks later. No one seems to know the answer but Advanced Security was disabled (or in ‘low mode’) and was replaced by ‘Protected Browsing’.  I have a supposedly compatible XB6 modem but no solution in sight for the past 10 days.  

Official Employee

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643 Messages

2 y ago

Greetings, @user_379133! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your xFi Advanced Security, but you have definitely come to the right place for assistance.

Can you tell me a little more about what's happening? I'm assuming you are seeing a message that says it is unavailable, correct? How are you accessing your gateway? Do you have the xFi app, or are you logging in through a browser on your computer?

EG

Expert

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95.7K Messages

2 y ago

@user_379133

FWIW, we've seen a number of posts here about the same thing over the weekend.

Visitor

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1 Message

2 y ago

Same issue. I don’t see a resolution or any mention of this elsewhere. 

XfinityJodie

Official Employee

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710 Messages

@user_ddc30e Sorry about the xFi issues. Our technology teams are working diligently to resolve the issue. We anticipate that the fix could take about one to two weeks to implement. Thank you for your patience! 

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

Visitor

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1 Message

2 y ago

I have the same issue. I have been seeing this on my xfinity app for several days.

(edited)

New Poster

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2 Messages

2 y ago

I have had this issue since Saturday 3/20. 

Visitor

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1 Message

2 y ago

I noticed this Sunday, 3/21.  xFi Advanced Security is unavailable right now, per the app message.

Visitor

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1 Message

2 y ago

My xfi advanced security is also unavailable and while it’s fixing the message says to turn on protected browsing but it’s been about 3 days now. I’ve updated the app and still no sign of activity. Hopefully they resolve this quickly because who knows what happened to their security and why, also what should we know after it’s been fixed 

Visitor

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2 Messages

2 y ago

I am also experiencing this issue, for me to be able to port forward my minecraft server, I need to be able to access the advanced security settings which I am completely unable to do both via the app and the web browser xfinity website on my PC. I would much rather not spend another 3+ hours trying to get another internet issue from the ISP end fixed, so if anyone has a fix, let me know. 

(edited)

Visitor

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1 Message

2 y ago

Same thing here. xFi Advanced Security has been down since at least Sunday 3/21/2021 and my Wifi speeds significantly drop intermittently.  I've tried to reboot the Gateway through Xfinity App, but it hasn't fixed the xFi Adv Security or Wifi speeds.

(edited)

Visitor

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1 Message

2 y ago

Same issue here, even got an email from Comcast saying the advanced security is unavailable and they are working on it. But no timeline as when it will get fixed or will it ever be fixed.

New Poster

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3 Messages

2 y ago

I had the same issue.  I received an email last night at 7:33 pm (03-22-2021) stating that xFi Advanced Security is down.  Today when I read the email I logged into my Xfinity xFi account (Connect - Xfinity xFi) and it showed that Protected Browsing was OFF.  So I clicked on that choice and the xFi Advanced Security (Protected Browsing) slider button was (LEFT) OFF.  I slid it to the RIGHT to turn it ON and all was resolved.  The xFi Advanced Security (Protected Browsing) was now ON again.

Visitor

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1 Message

2 y ago

Thanks for this update. Now at least I don't have to disregard yesterday's email about the outage as the last Customer support person said. 

I had the same issue.  I received an email last night at 6:33 pm central (03-22-2021) stating that xFi Advanced Security is down.  Today when I read the email I logged into my Xfinity xFi account (Connect - Xfinity xFi) and it showed that Protected Browsing was OFF.  So I clicked on that choice and the xFi Advanced Security (Protected Browsing) slider button was (LEFT) OFF.  I slid it to the RIGHT to turn it ON. I am not confident that what level of security I have with only Protected Browser instead of Advanced security.

I tried calling Customer Service, after a long frustrating experience with digital assistant, I t was finally able to talk to a live support person. Another frustrating hour with no clear answers. She did not know any thing about the outage or the update, she brought in another technical person and after another frustrating 30+ mins, she said just disregard the email I received yesterday about the outage. I am a customer since 2003. Getting more frustrated with all these price hikes, reduced service features (took away Norton Security) and deteriorating service.

Last question- if I want to get my modem replaced, do I just take my modem to the store, do I need to make an appointment?

I hope to get a meaningful response from someone at Comcast. Thank you for allowing me to vent my frustration.

Unhappy customer.

Official Employee

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889 Messages

Thank you so much for reaching back out, @ashutosh_riswadkar. I really apologize for the customer experience you have had and I am happy we could provide you with that information. In order to replace your current modem, you can swap it out at your local Xfinity store. I would recommend making an appointment in order to get assisted quickly and hassle-free. Here is a link to how you can set up that appointment, https://comca.st/3ffER3i. We can also have a new modem shipped out to you if you would prefer. 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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

Visitor

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1 Message

2 y ago

I’m having the same issue [Edited: "Language"]. It’s been like this for days!

(edited)

Official Employee

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763 Messages

Hello, @, thank you for reaching out in our forum for help with your xFi issues. I can only imagine your frustration, but we still have your back. Were you able to confirm if you have a modem that is listed as impacted from the above post? 

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

Official Employee

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60 Messages

It looks like you have attempted to post some personal information in our public forum. We have suppressed that information to keep your personal data private. Please review our Forum Guidelines below for additional information as to the type of information we want to help you protect: https://forums.xfinity.com/t5/Guidelines/Xfinity-Forum-Guidelines/td-p/3115028
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
EG

Expert

 • 

95.7K Messages

@xfinitysupport

Which poster are you addressing ? It's customary to indicate who it is in order to avoid confusion.

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
VitaminE

Contributor

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203 Messages

1 y ago

I received the below email on March 22.

xFi Advanced Security is currently unavailable

 
We're writing to let you know that xFi Advanced Security is currently unavailable. We’re working to fix the issue and will email you again when it's been resolved. In the meantime, you may want to turn on Protected Browsing. You can find it in the Connect section of the Xfinity app. 

You can continue to use all your other xFi features, including parental controls and the ability to pause WiFi.

We apologize for the inconvenience.
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