xfinity app won't turn on advanced security

@Cookiemum​  Maybe so, but it looks more like a policy change roll out was slammed into production that wasn't ready for prime time to me.   Look at all the email authentication problems, and issues with linked accounts under an admin account.  They're getting orphaned. 

It appears to be centered on accounts that were either not accessed for a long time, or accounts that didn't have two-factor authentication enabled and a recovery email address.  Without those things, accounts are locked, you can't get a 2-factor code to successfully authenticate and elevate privilege to change things.  They appear to be handling cases individually to "fix" the issue.  Bummer for them.  Maybe check your account settings if you log into https://xfinity.com and enable two-factor, and set a recovery email address somewhere else (Do Not Reuse Passwords for accounts). 

For their cloud edge net nanny, they historically said it may take 24 hours or more to turn off.  Perhaps that's also the case with turning it back on too.  Maybe look at it in 30 hours from when you tried to enable it, and see if it's on.  There are other ways to run a net nanny yourself too if you want one, and you'd have total control over what it blocks.  You'd need equipment in addition to Xfinity gear, or 3rd party gear you own.     

Thanks for the response but I have had enabled two-factor authorization and had a recovery email address set. Surely, during this time of year isn't the most opportune time to try to do whatever they are doing. Feel unsafe and this is wrong.

@flatlander3​ they were hacked in October and decided to release a statement in December. 

I tried to message someone and have had no response

I’m having the same issue. Worked fine yesterday and now it says advanced security is turned off and every time I try to turn it on, it just sleeps back from the banner, screen saying it’s still off. I tried calling Xfinity and waited for 45 minutes and the entire time The automated message said your wait time is “more than 40 minutes”. What’s going on Xfinity? 

@Justbemc​ Is that with the app or the website?  Their website has some issues as of late.....

If you try the phone app, maybe it will show you something different.

I am using the app, same issue either way. 

It’s in the app. This morning I noticed the app had logged me out. I signed back in. The banner at the top told me to turn on Advanced security. It’s always on, so this was confusing. When I click turn on, a screen pops up, that tells me all the benefits of turning on Advanced security. I scroll down to the bottom and click the banner to turn on the Advanced security, and it just cycles back to the main overview screen telling me to turn on advanced security. I’ve tried to go into the security tab in the app to turn on advanced security and once again, I click the button and the banner screen pops up. I click the banner and it cycles me back to the original screen still saying that advanced security is off.  it’s like the button isn’t working. There are no app updates available. I’ve been on the boards and it appears that other people are experiencing this problem as well. Hoping for some solutions soon as it feels a little exposed to have that security off. 

Worst time of year to be more worried about internet security.

@user_4s3s1d​ Try to log out then back into the app. My advanced security is now "on" after a long "chat" with agent. Hopefully the problem is corrected for everyone. 

Ok  Logged back out & Back in  on my Xfinity App on my Samsung Galaxy S22, and some reason Advanced Security will Not turn on on My Arris XB7 Gateway at all.     Any other suggestions to try, besides trying to get to Xfinity store in this matter.    

Advanced security was working on our previous gateway,  but so far on the Replacement Received 12/1  via Mail or Fedex or UPS whomever sent it,  still refuses to turn on.   

Arris XB7 TG4482A 

Should i try again in a little bit here with Main Comcast Account on the App?   normally i use my Account Manager account do to everything, as Account Holder isn't that Tech Savy, and doesn't even hardly open the App on her Iphone at all or even has it installed 

@Cookiemum​ not yet for me. I just spent an hour on the phone with the representative and he tried a bunch of different things but I still can’t turn it on in the app. He assures me that it’s actually on for my account and he told me that there must be a lag in the app even though my app is updated. He says that it should resolve itself in the next 24 hours or so. I hope so. I would love to see that Advanced security is on when I look at the app. 

@user_4s3s1d Thank you for taking the time to reach out to us here on our Xfinity Forums. Can you clarify how you are trying to turn the Advanced Security back on? Are you going through the website or using our Xfinity app?

Good Evening @Not_ and all on this thread affected by Xfi Advanced Security being greyed out and/or unavailable on your devices, we do thank you so much for taking the time and letting us know what's going on.  Since Xfi Advanced Security is an Xfi Gateway specific feature that should always be available, we'd love to dig more into this and see what's going on and provide those solutions for you. This will likely need a look from our App Dev teams,  so please reach out 1-1, so we can gather the need info to get that process started.  

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name, address, along with the make and model of your internet device.  This can be found by going to the WiFi tab, selecting View WiFi equipment and then Gateway. 

Maybe tell customers they were hacked. Had to find out from my local news. 

@user_eb661e, thank you for taking the time to reach out using the Community Forums page. Are you still having issues getting the advanced security feature to work?