I have had this problem multiple times and currently have it again. The first time I solved it involved me using Xfinity support chat and having them refresh my UDB data. I just tried this again and I don't think that the chat tech understood me so now I have to wait for a call back from advanced support. I had a tech out last week to fix something and he resolved the issue on their end only to have it fail again a week later. I am very frustrated. I just want the service I pay a lot for to work.
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