Cannot assign users in xfinity app

I can no longer manage the users on my account via the Xfinity app - I know this is a recurring problem. This means that parental controls that I would like to unassign are still in place and I have no control over them. HELP!

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XfinityThomasA

Official Employee

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3.1K Messages

2 days ago

bblank - You’re in the right place, and I’m here to help! Could you walk me through the steps you’ve taken so far and let me know where things aren’t working as expected? That way, we can figure this out together. Included below is a helpful article with more information on how you're able to manager user roles on your Xfinity account.
Manage user roles and permissions on Xfinity accounts

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bblank

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@XfinityThomasA

The first issue is my app doesn't even know my Wi-Fi name - before recent app updates, it at least knew that, even though the ability to manage devices was gone. When I open the app, it asks me to "Give your WiFi network a name". Well, it has had a name since we got the modem, so that doesn't make sense. Because of this, the app doesn't even give me the option to manage WiFi or users or devices.

My issue is the same as: https://forums.xfinity.com/conversations/xfinity-app/my-existing-people-profiles-assigned-devices-and-schedules-for-people-w-assigned-devices-are-no-longer-accessible-in-xfinity-app/6733835ff5a02920e72a27d6

So far I've rebooted my phone, deleted the app, reinstalled it, rebooted again, etc. Still no resolution. I have also had the Xfinity Assistant send a restart signal to my modem.

Thanks

(edited)

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21 hours ago

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XfinityAngie

Official Employee

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2.2K Messages

bblank,

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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21 hours ago

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Xfinity App

bblank

Cannot assign users in xfinity app

XfinityThomasA

bblank

XfinityAngie

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