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user_1n1fa5
1st Topic

4 Messages

Friday, March 29th, 2024 3:43 PM

Closed

Xfinity App not showing device pause/unpause options anymore

Recently got logged out of the app and signed back in. When I went back in I was no longer able to see connected devices or pause/unpause them. I use these features to restrict access for my children so this is a major issue for our household. I already did a factory reset on my Xfinity modem, also uninstalled and re-installed the Xfinity App but it is still not working. Please help.

Question

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Updated 

1 year ago

659

4

0

Here4Help

Expert

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192 Messages

1 year ago

@user_1n1fa5,

First, ensure that you are logged into the Xfinity app with your current/active account login details. I think most people do not know that you will receive a new account when moving so they will continue to use the login information associated with the old account, which will not provide you access to all app features. 

Second, make sure you have the latest Xfinity app version and device OS updates. Sometimes I find if I dont make those updates not all functions show up or work correctly.

Third, they move features around in updates, so if you are looking for the "pause"/"unpause" feature navigate to the "WiFi" tab found at the bottom of the page. From there you will see a list of devices, click on the one you want to pause/un-pause. On the device management page, simply click the big purple button that says "Pause device". If the device is already paused, you will see "Unpause device".  

I hope this helps. 

(edited)

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user_1n1fa5

4 Messages

Thank you for the response. I verified the login details were correct and up to date, I also verified that the app and my phone are both updated. The issue still exists.

Specifically, when I click on WiFi in the Xfinity App it only shows the option to restart the modem, as well as options for "Internet Health", "Xfinity WiFi Hotspots", "Internet Troubleshooting", and "Test the speed of your phone". The WiFi tab in the app no longer shows any of my connected devices or the options to set up home groups. I am unable to even click on a device to pause/unpause because they are not displayed at all. 

1 year ago

0

CCJessie1

Retired Employee

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5.9K Messages

1 year ago

 

Welcome to the Xfinity Forum and thank you for posting your questions here. Did the information provided by our user @Here4Help provide you with the information you were looking for?

 

If not, please let us know if you have any other questions or comments. 

 

(edited)

3

user_1n1fa5

4 Messages

The issue still exists. I posted a response to the one above you. 

"

Thank you for the response. I verified the login details were correct and up to date, I also verified that the app and my phone are both updated. The issue still exists.

Specifically, when I click on WiFi in the Xfinity App it only shows the option to restart the modem, as well as options for "Internet Health", "Xfinity WiFi Hotspots", "Internet Troubleshooting", and "Test the speed of your phone". The WiFi tab in the app no longer shows any of my connected devices or the options to set up home groups. I am unable to even click on a device to pause/unpause because they are not displayed at all. "

1 year ago

0

XfinityThomasD

Official Employee

 • 

1.2K Messages

 

user_1n1fa5 We can dive a bit deeper and see what needs to be done to have this corrected. Would you please send our team a direct message with your full name and full address?
 
To send a Direct Message:

 

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it.

 

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

user_1n1fa5

4 Messages

Direct message sent with full name and address.

1 year ago

0

XfinityJeniece

Official Employee

 • 

3K Messages

1 year ago

 

user_1n1fa5 We want to thank you for reaching out on our Sub for support with your concern. We are glad that the troubleshooting conducted by our Tech Team was able to resolve the Xfinity App issue! Never hesitate to create another public post for any of your future account and service needs!

 

(edited)

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0

EG

Expert

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110K Messages

1 year ago

@user_1n1fa5 @XfinityJeniece 

Would you please share with the community what the solution was so that all readers here may benefit from the exchange / info ? This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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