About Lisa500

Admmck8r, who are you to pop in and say this isn't an issue?  Scroll on by if it doesn't affect you -- perhaps you don't have kids -- because clearly many customers DO think it's an issue. ... View more

I agree with the others -- Ken, you keep asking the same questions over and over.  Many customers have already responded to your questions -- whether they are using the same profile, whether they are using a Pod, what modem they are using, screen shots PM'dshowing connected devices that are appearing as disconnected but not, etc., etc.  It's been going on for almost a YEAR!!   THIS IS NOT AN INDIVIDUAL, CASE BY CASE, PROBLEM.  IT'S A GLOBAL PROBLEM THAT IS AFFECTING A GOOD PORTION (IF NOT ALL) OF YOUR USERS.  The last we heard (per Brittany (who seems to understand what's going on), the engineers had apparently (?) fixed it for a couple modems, but not mine so who knows.  They know what the issues are already.  Just read the two very LONG threads on this issue to see how long this has been going on.   All I want is for the devices that my family uses to appear as connected so that the parental controls will work for their devices.  If kids are on the devices, but your systems can't detect that, then they are not subject to any parental controls we set.  I am not looking forward to another year of my kids gaming, YouTubing, etc. when they are supposed to be doing homework.  That is exactly the problem your app/gateway is supposed to address.   Your repetive responses are getting OLD!  We need a fix.  Your engineers can't be that incompetent that it takes a year to fix this issue, can they???   Plus, these threads are all public on the Internet, and it's probably not doing Xfinity any good in terms of public relations!   ... View more

I just checked my modem and the model number is ARRIS TG 1682G.   I definitely have this "connected devices" problem, and if you could let me know when it's resolved for this model, that would be great.   Or if I should go swap it for a different model that works, let me know which one to get.  We haven't had this one for very long -- less than a year, I think. ... View more

AI,   Thanks for confirming that you are still experiencing the same thing I am.  When Comcast said they were going to close the ticket, I'm like WHAT??   Last night, I had my husband "forget" the network on his Samsung 8, and relog into the wireless.  Sure enough, his phone is showing as being offline, even though he's online.  My daughter did the same thing with her Macbook today.  Still showing as offline, even though she's online.   Comcast, PLEASE GET THIS ISSUE ADDRESSED!!  The parental controls don't work when the device is showing as offline, but the device is actually online.  I don't know how many times I have to say the same thing.   Thank you!!       ... View more

The only devices that consistently and correctly show they are connected are my laptop (connected via Ethernet) and my Samsung Galaxy 8 phone (connected via wireless).  Our other devices, which include a Macbook Air, an iPad, an iPhone and my husband's Samsung Galaxy 8, typically show as offline, even when they are being used at that very moment.  So, it seems that it doesn't matter whether they are Androids or Apples. Also, in the past when we have gone on each device and had it "forget" the network and then reconnect, it might show as connected for a very short time, but it soon shows as offline again.   To look at the status of the connected devices, I got to http://10.0.0.1.   If the devices do not show as connected (which is usually the case even when they are connected), the parental restrictions do not work. So, it is actually a big deal! ... View more

Just because one customer apparently resolved has issue, doesn't mean all of us have!  I for one am still having this problem where devices are connected but do not show as connected. It is a BIG problem when I am trying to monitor what my kid is doing on the Internet. I use the Gateway, not the app.  It sounds like they both have the same issue.   I know Comcast must be really anxious to close this ticket because, afterall, the issue has been going on for over 10 months(!!!) and that's pretty embarrassing, but there has not been a resolution communicated.  All it looks like is that  Comcast wants to close this without fixing it. If it is fixed, please explain what your engineers did to fix it.  My guess is nothing.       ... View more

Seriously, Comcast. I was talking to my manager about this "nonconnected" issue, and he said the app is broken and they don't know how to fix it.  The parental controls are useless if chidren's devices are not showing as connected.  And they are so important these days. ... View more

I wish they would just tell us how to fix it, or implement a fix to the program.  Surely, Comcast has had enough time to examine this issue that so many people are having.   If the IP or MAC address changed, wouldn't it show up as something else? It's not.   My husband's Samsung Galaxy 8 phone was connected today, and it's not showing up either. However, mine is showing (same type of phone). Doesn't make sense.   ... View more

Oh, also, I have tried contacting Comcast by phone a few times about this. They have no idea what the Gateway even is .... ... View more

I have been having this same issue for a long time.  I don't even use the app because it sounds like app has the same issues.  When I go to the Gateway (http://10.0.0.1/), many of the devices that are currently connected to (and being used on) our XFinity home wifi show as being "unconnected." There is a real need to be able to see which devices are truly connected, especially when you have parental controls set and they apparently don't work because the child's device is not even showing as being connected, when it truly is.  My child uses a Macbook. Her iPhone also shows as being not connected.  It is very frustrating, especially when trying to prevent your child from being a computer gaming addict.   Please get this fixed. Make it the priority that it should be.     ... View more