6 Messages
My Existing People Profiles, Assigned Devices, and Schedules for People w/ Assigned Devices are no longer accessible in Xfinity App
First of all ... ARRRGGGGHHHH
I have several household people profiles in my Xfinity app, and over 60 devices assigned to those profiles (kids, etc), along w/ scheduled downtime settings that have been working for over 2 years.
Within the last week or two, the Xfinity app is no longer showing me that I have profiles from the "Wifi" management screen in-app. And I am no longer able to assign new devices to existing profiles. Nor can I make any changes to existing schedules for my kids.
However, my profiles and scheduled downtime is STILL BEING APPLIED IN THE BACKGROUND ... but now I have no control over those settings. Which is incredibly annoying. This is the main reason I use the Xfinity app ... managing people, devices, and schedules. And I used to make adjustments to schedules daily ... now I can't.
I have done the following over the past 3 days:
- Uninstalled and reinstalled the app numerous times (no resolution followed)
- Turned off private relay mode in iCloud, a new feature for my Mac and Apple devices (no resolution followed)
- Called support and after 2 hours on the phone I got nowhere and had to explain the issue at least 5 times and nobody seemed to understand!!! (they scheduled a technician to visit my home)
- A technician came to my home today and said he has no knowledge of the app, and therefore cannot help me .. said I should visit an Xfinity store (so, issue still unresolved)
- Even tried creating a new people profile, but I'm unable to re-create any profiles or assign devices to new ones
I spend $330 each month for multiple services with Xfinity. I am supposedly "Platinum" ... and the people, device, and scheduled downtime / uptime settings are the most important features to my family. This issue has cost me over 3 hours of my time so far ... which is absolutely ridiculous. I'm certain this is a known issue .. but nobody at Xfinity seems to have knowledge, or answers.
XFINITY APP TEAM ... I've seen multiple reports of this on Reddit, here, and via Google search. You MUST address this or you will start to lose your best and most connected customers. I am one of the customers you will lose if you don't fix this / apply yourself to these issues asap.
Hil_Barr9
1 Message
10 days ago
I am having the same issue!! I was trying to google a resolution and I found this forum. It is super annoying.
1
user_xt1mvu
6 Messages
9 days ago
Update for all who are following along. I visited the Xfinity Store near me today. I left with no resolution.
Issue was "understood" by the store support team, but they said likely uncommon in terms of # of customers affected, and therefore likely relatively unimportant to Xfinity product / app teams. Order of magnitude approach. However, the types of devices and people I manage wifi for via the app is a key insight here ... I use these tools to manage my children's access to wifi / including restrictions. I've lost access to those settings.
Additionally, home wifi enabled devices like my water main shut-off valve which is a Moen device connected to Xfinity wifi, CO2 and Smoke detectors, and I've lost the ability to manage, connect, disconnect, those devices from my router or manage schedules + alerts related to those devices. <-- this is a liability for you Xfinity should something terrible happen in my home (like a water leak, or smoke alert, co2 alert).
Rant, rant ... still waiting for someone who can elevate this issue to take notice.
0
0
XfinityAdrienne
Official Employee
•
910 Messages
9 days ago
Hey there, @user_xt1mvu! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to here about the experience with the Xfinity App, it certainly is not what we want for our customers. I know that is the biggest thing for my household with the xFi control within the home. You have completed a lot of the troubleshooting steps we would recommend, so let's dive into the account together and further troubleshoot. Can you please send us a DM to get started?
Please send us a direct message with your full name, business name, full address, and phone number.
• 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
1
0
user_xt1mvu
6 Messages
8 days ago
Update - new info!
I was invited to DM w/ XfinityAdrienne (I thought, hooray I'm finally going to be connected with someone who understands my issue).
However, I've now been in a direct message thread for 4 hours ... and during this time I've had 4 different support agents talking to me via DM. Each one with a slightly different understanding of this VERY SIMPLE to describe issue if you know anything about the Xfinity App <-- and I say very simple b/c if you are a user of the Xfinity App features for "People" and "Devices" and their user created connectivity rules ... you would know exactly why the issue I'm having is so important to resolve (asap). And if you have kids, you would know these features are critical. And if you have in-home safety and security devices, you would also know these features are critical ... that have gone missing.
How many more hours will I need to spend before I get somewhere ... anywhere ... towards solving the problem? I was already at about 4 hours of my time ... phone support, in-home tech, and in-store visit ... and now I'm at 8 hours of my time, and counting.
(edited)
0
0