Missing Security tab

As a large number of users have reported in here (and every time it's taken to DM and not addressed publicly), I too am missing the Security tab in the Xfinity app. I have rebooted modem, rebooted my phone, uninstalled and reinstalled the app, rebooted my phone again... No dice.

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XfinityPaula

Official Employee

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1.5K Messages

27 days ago

Hello user_r2weox. Thank you for sharing your experience with the missing security tab on the Xfinity app. I'm sorry to read that you are impacted by this issue as well. I know I have worked with some people in the past missing the tab and in some cases it was a simple issue with the account not pulling the correct data. I know it would be helpful to have those details updated within the threads. I will try to make sure that we have our conversation updated here on your post with everything we figure out while keeping your information secure.

Great work trying to reboot the devices and reinstalling the Xfinity application. Thank you for testing those steps. When you sign in to the app are you signing is with the primary Xfinity ID or a third party email address?

Are you using an apple or android device? Was there an update to the device recently or to the Xfinity app?
Can you please share with me the make, model and version of the mobile device as well as the version of the Xfinity app?

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user_r2weox

Visitor

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4 Messages

App version 5.53.1

Google Pixel 8 Pro pro (Android) - no recent changes... Never have had a Security tab displayed

Have signed in both with given username as well as email account associated with my Xfinity account

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27 days ago

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XfinityPaula

Official Employee

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1.5K Messages

user_r2weox Thank you for testing the Xfinity ID as well as the email address that is set up.

To help make sure we are on the same page, I am thinking that you are missing the Xfinity Home security tab. Are you looking for that tab or the tab for our advanced security for our Xfinity gateways?

I have a Pixel 8 as well, and I am looking through the Xfinity App. After signing in with my Xfinity ID, I am seeing 5 options across the bottom.
Overview - Services - WiFi - Home - Account

What options are you seeing in the app?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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27 days ago

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user_r2weox

Visitor

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4 Messages

Same - Overview, Services, Wi-Fi, Home, and Account.

And yes, I'm trying to adjust the Advanced Security features without just turning it entirely off.

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27 days ago

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XfinityWilliam

Official Employee

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1.4K Messages

Let's take a closer look and see what is going on.

Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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27 days ago

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user_r2weox

Visitor

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4 Messages

Bringing this back to the forefront. As expected, this was taken offline and ultimately not resolved but closed. There is no Security tab and I was given the run-around to turn on/off Advanced Security. I pointed in the documentation to guides specifically showing that Advanced Security settings can be modified, a "dashboard" of Advanced Security findings, and more - with the guide stating to go to the Security tab, utilize the dashboard or other options there.

I think the documentation needs to be updated as these use features have likely been removed.

I have had to resort to turning Advanced Security entirely off and will likely be purchasing my own modem and router so that I can manage security myself. Quick searches show that I'll have to either pay more or be data limited if I don't utilize their hardware... But I can't run a streaming/torrent box that gets shut off by feeble security settings every day or two.

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3 days ago

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Xfinity App

user_r2weox

Missing Security tab

XfinityPaula

user_r2weox

XfinityPaula

user_r2weox

XfinityWilliam

user_r2weox

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