Frequent Visitor
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6 Messages
Active time details not showing up
Hello, I just received the new Xfinity gateway the other day. Prior to that under all our household profiles I had active time details enabled to be able to see which apps my kids were spending the most time on during the day.
Yesterday I was able to have the option to turn it on in the app, and then as soon as I did it would say it was turned on but it would never turn on. Then in the middle of the afternoon that option within the app disappeared.
Now the only options I have are set up parental controls and set up active time limits.
I’ve already uninstalled the app, reinstalled the app, rebooted my modem, reset my modem, did a factory restore, it’s still not showing up and it’s not even showing up if I go onto the website.
Yesterday I was able to have the option to turn it on in the app, and then as soon as I did it would say it was turned on but it would never turn on. Then in the middle of the afternoon that option within the app disappeared.
Now the only options I have are set up parental controls and set up active time limits.
I’ve already uninstalled the app, reinstalled the app, rebooted my modem, reset my modem, did a factory restore, it’s still not showing up and it’s not even showing up if I go onto the website.
XfinityMarcos
Official Employee
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1.9K Messages
4 years ago
Hello, @STXblondey, thank you for reaching out and giving me a chance to help you out with this issue. I'm wondering if we have the correct device listed on your account and would like to investigate this more. In order to get started can you please send me a private message with your full name? To send a private message, click my name "ComastMarcos", then click "send message".
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bowers8659
New Poster
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4 Messages
4 years ago
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STXblondey
Frequent Visitor
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6 Messages
4 years ago
I even tried using another Xfi user login with primary account holder credentials, and none of my profiles even gave me the option to add in active time details.
And I can’t do it from the website either. So I know it has nothing to do with the app itself.
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bowers8659
New Poster
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4 Messages
4 years ago
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bowers8659
New Poster
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4 Messages
4 years ago
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bowers8659
New Poster
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4 Messages
4 years ago
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STXblondey
Frequent Visitor
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6 Messages
4 years ago
One of the reps I spoke to yesterday said she was going to open a case and escalate my ticket. So it appears other people are having this problem. Hopefully they can resolve it!
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STXblondey
Frequent Visitor
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6 Messages
4 years ago
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STXblondey
Frequent Visitor
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6 Messages
4 years ago
You might want to give yours a check and see.
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STXblondey
Frequent Visitor
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6 Messages
4 years ago
I go to the profile, click on the gear icon, click turn on active time details, click the consent button, click OK. It says active time details is enabled I go back to the profile and it says click to turn on active time details exclamation
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unabletosee
New Poster
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1 Message
4 years ago
up until two days ago i could see who was on and how much "data they are using" now i cant see anything. Why cant i see any active usaage on the app. i just completely chasnged
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user_33d482
Visitor
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4 Messages
3 years ago
I am having the same issue. I had multiple profiles and active time was being reported correctly when I was using the ARRIS TG1682G modem. Comcast sent me a replacement modem (white) TG4482A and now none of the profiles report any active time and the "Home Network Activity" for past 24 hours always shows zero bandwidth usage even though I have 20+ devices connected to the gateway. The bandwidth reporting per profile stopped working around the time the gateway was replaced. I reset the modem, rebooted, reinstalled the app etc. nothing.
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