About ComcastRachelH

JohnnyTest -- Thanks for reaching out. I've pulled up your account & shared with engineering to take a look. I'll reach out when I have more information. ... View more

phlarebot -- I will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page. Thanks! Rachel ... View more

phlarebot -- Thanks for reaching out.  I've pulled up your account & shared with engineering to take a look. I'll reach out when I have more information. ... View more

Chadi3rown -- Can you please try having your family member activate the Pods on their account?  If they are using the most up to date version of the app and using bluetooth when activating, they should be able to activate the Pods. ... View more

With the Advanced Security feature enabled, whenever a threat is detected, it’s automatically blocked and you are notified in xFi and given tips on how to resolve.  You are also given the option to Allow Access for certain types of threats.  With regard to the issues raised on this thread related to the DISH devices -- at this time, if you have determined that the activity is legitimate, you can allow access via the xFi App for a certain amount of time. Thank you for raising these issues as we are able to pass this feedback and information to the right teams to look into possible changes or enhancements to this feature. ... View more

Hi Chris -- Thanks so much for letting me know.  Yes, we were able to make a change on our end.  PLMK if you experience any issues with this going forward. ... View more

Hi Steve -- Could you please try broswing the site again today and let me know if you are successful?  We've made a change on our end that should allow you to browse that site while stilll having Advanced Security enabled. ... View more

Hi Chris -- Thank you for taking the time to raise this issue.  I was able to pull up your account and share with engineering to take a look.  I will let you know when I have more information. ... View more

Steve --  I reached out to engineering to take a look.  I will let you know when I have additional information.   ... View more

jkcarrol -- Typically, IP Reputation Threats occur through open ports on a device connected to your home network. The goal of the attack is to gain access to a device, for example to obtain personal information and/or compromise your devices. To keep your network safe, Advanced Security automatically blocks access attempts from known malicious sources. While open ports are needed for certain apps and features to run properly, we recommend reviewing open ports on a regular basis and deleting those which don't need to be open.   With regard to your question about opting out/removing Advanced Security -- You can disable the Advanced Security feature in xFi by navigating to More and selecting My Services. From here, select Disable under xFi Advanced Security and follow the on screen prompts.  Once disabled, you will lose 24/7 threat monitoring and real-time reporting on your home network. If you have disabled the Advanced Security feature, you can re-enable it by navigating to More and selecting My Services. From here, select Enable under xFi Advanced Security and follow the on screen prompts. ... View more

ProfessorHawk -- Thank you for your patience.  I've been working with engineering to take a closer look.  I'd like to send you a Private Message with additional information.   Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page. ... View more

jbucklew15 -- I pulled up your account & will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  ... View more

NOELLIE -- Can you please test logging in over WiFi and also over LTE and let me know if you experience the issue using both? ... View more

jwmissionbay -- I'm happy to take a look at your account to review and can let you know when I have additional information.  Thank you outlining the steps you have already taken.  You mentioned pausing the device, but still receiving notifications -- do you know what time you had paused the device?   ... View more

ProfessorHawk -- Thank you for the additional context.  I apologize for the frustration.  I will review your account & let you know when I have additional information. ... View more

babyblu80 -- Happy to help.  Please reach out if you need any troubleshooting help in the future. ... View more

WLP-Colorado --  Can you please send me a Private Message & provide a screenshot of settings in the XH app?  (More > Settings.) You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

ProfessorHawk -- Thanks for reaching out.  I reviewed your other post regarding this issue.  Can you please clarify - did you have any Port Forwards set up?  (If so, did you remove them?) You can check your Port Forwards in xFi, by navigating to the Network Tab > Advanced Settings > Port Forwarding. ... View more

babyblu80 - Can you please try changing your default web browser to Chrome by performing the following steps & let me know if this resolves the issue for you? 1. Install the Chrome App (if you don't already have it installed) 2. Navigate to Settings > Apps 3. On the top right, click on the three dots 4. Click on Default Apps 5. Change the Browser App > Chrome 6. Launch the Xfinity Home Mobile app ... View more

WLP-Colorado -- Are you using FaceID when launching the app or when arming/disarming?  Could you try disabling and then re-enabling FaceID to see if this helps? ... View more

You can always chose to enable the feature and see how it works for you.  With the feature enabled, whenever a threat is detected, it’s automatically blocked and you are notified in xFi and given tips on how to resolve.  You can also choose to enable push notifications for threats.   For certain threat types, you can opt to allow access for a certain period of time.  (Keep in mind that by doing so, you may be putting your network at risk and making it vulnerable to malicious activity.)  You retain the ability to enable and disable the feature yourself.  Here is another article with additional information about threat types and how to enable/disable the feature --  https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security ... View more

Tatyana1 -- You can choose to have the feature enabled or disabled.  You can read more about xFi Advanced Security and decide if it would benefit you here --  https://www.xfinity.com/support/articles/getting-started-with-xfinity-xfi-advanced-security https://www.xfinity.com/support/articles/xfinity-xfi-faqs ... View more

Tatyana1 -- Thank you for reaching out.  The xFi Advanced Security feature is now included with your Gateway and is rolling out to customers with compatible Gateways over the next few weeks.   When logging into xFi recently, you should have seen a What's New screen with some information about this.   ... View more

babyblu80 - Could you please try logging in when you have your device connected to WiFi and then again when it is connected to LTE and let me know if you are experiencing the issue in both scenarios? ... View more

Bhaynes1362 -- Thanks for reaching out.  If you are still experiencing this issue, can you please test logging in over WiFi and also over LTE? ... View more

Hi cvrobot -- On our end, it appears that the issue with the Pods is resolved.  PLMK if you need any further assistance. ... View more

southern944 -- The Pods should be able to be activated on the new account.  ... View more

Hi cvrobot -- I have already escalated your issue to engineering to take a look.  I will ask for an update. ... View more

Thank you both for sending me the requested info via Private Message.  I will respond to you there.  Additionally, @cvrobot - When you have the additional SNs, if you could send those along via PM that would be helpful! ... View more

southern944 --  Can you please send me a Private Message to confirm the serial numbers of the Pods?   You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

cvrobot -- Thanks for reaching out. I apologize for the frustration. I would like to share with engineering to troubleshoot. Can you please send me a Private Message to confirm the serial numbers of the Pods?  You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

Dimit - Thanks for reaching out.  I was able to pull up your account & share with engineering.  They are seeing successful activity on their end -- are you still experiencing this issue? ... View more

Zac9 - Thank you for reaching out.  We apologize for the frustration.  I shared this with engineering to look into the issue and you should no longer be seeing these notifications.  Please let me know if you continue to experience this issue. ... View more

You can activate your Pods using the xFi mobile app.   Pod activation requires a supported mobile operating system. Please see how to  get started with Xfinity xFi  for details. Beyond having the mobille app, you must be an Xfinity Internet customer with a compatible xFi Wireless Gateway (Arris TG1682G, Cisco 3941T) or xFi Advanced Gateway (Arris TG3482G, Technicolor CGM4140COM). To see which model you have, view the  Devices   page on My Account or look on the bottom of your Gateway. ... View more

Dgreve0 -- Glad to hear the one is working for you now.  We already made a change on our end for the second two Pods.  You can go through the activation flow using the xFi App to activate them.   Here's more information on how to do so --  https://www.xfinity.com/support/articles/activate-xfi-pod-with-xfi-app I've also edited your post to remove the publicly posted SNs for your privacy!) ... View more

Dgreve0 -- Can you make sure that one Pod is plugged in & then check xFi and let me know if you see the Pod? ... View more

Dgreve0 -- Thanks for the additional context.  I've escalated this one up to engineering who can take a look.  I will reach out when I have additional information. ... View more

Understood.  From your Private Message, you only shared one Serial Number -- want to confirm -- do you only have the one Pod?   ... View more

PaulW2  -- Thanks for reaching out. I pulled up your account & see that you currently have Pods activated.  Please let me know if you are still experiencing an issue.  Thanks! ... View more

Dgreve0 -- Thanks for reaching out. Could you please confirm the version of the Xfinity xFi mobile app that you are using when trying to activate the xFi Pods?  Would you also be able to send me a Private Message & provide the serial numbers of the Pods you are trying to activate? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

LKM64 - Thank you for taking the time to post here.  I was able to pull up your account & share with the right team.  Engineering was able to confirm the issue you describe, but are also seeing successful activity.  Can you please try logging in again & let me know if you are still experiencing the issue? ... View more

lorettalee -- Engineering pulled up your account & believes a tech is needed resolve the issue.  I've partnered with our Care Team on this one, they should reach out via phone to help schedule the tech appointment. ... View more

lorettalee -- Thanks so much for taking the time to post.  I was able to pull up your account & share with engineering to troubleshoot.  I will respond here with more information once they've taken a look! ... View more

Humble0705 - Thanks so much for confirming! ... View more

Humble0705 - Thanks for reaching out.  I've pulled up your account & shared with engineering.  I'll let you know when I have more information. ... View more

kaylord84 -- If the Pods are not currently online (connected to your Gateway), they should automatically be removed from your account when your brother activates them.  You can give him the Pods and ask him to activate them using the xFi App.  ... View more

 evcalifornia -- Thank you for reaching out.  The message you are seeing is a prompt from your device's OS.  It is asking you to allow Xfinity.com to share information with the Xfinity Home app, essentially allowing the website and app to talk to each other.  Apple surfaces this prompt so that you are aware that logging in to the website will share that information with the app. In this case, it is between the Xfinity website and the Xfinity Home app.  Please let me know if you have any other questions. ... View more