Profiles missing on my Xfinity App

I had parental controls on my smart TV’s set up using profiles on my app to pause internet access. The option for the profiles are gone. All the devices stayed paused and now I can’t unpause them. Why was the parental control feature removed?

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user_jcygca

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4 Messages

5 days ago

Please see my example below:

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user_jcygca

Visitor

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4 Messages

5 days ago

Not a single place to be able to unpause device!

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user_mlz3xt

Visitor

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3 Messages

5 days ago

I have same problem. It looks like this problem started showing up after app version upgrade from 5.69 to 5.7

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user_jcygca

Visitor

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4 Messages

@Xfinity Support claims there is nothing wrong on their end!!!

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4 days ago

0

XfinityDilary

Official Employee

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3K Messages

Thanks for your comment, user_mlz3xt. I'm sorry to hear you're experiencing a similar issue. What troubleshooting steps have you tried so far? Did you try uninstalling and reinstalling 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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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3 days ago

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user_mlz3xt

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3 Messages

Yes, i did try uninstalling and reinstalling the xfinity app - the same issue. I downloaded the latest version of the app 5.7.0 in the App Store.

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2 days ago

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XfinityDilary

Official Employee

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3K Messages

user_mlz3xt Thanks for trying that. Let's take a look here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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 that 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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2 days ago

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user_mlz3xt

Visitor

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3 Messages

I have the exact same issues as user Jcygca, they could look at the posted screenshots. My devices are paused and I have no way to unpause them. The new version of the Xfinity app changed some things. I did not upgrade to this version, it upgraded automatically on my phone

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12 hours ago

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XfinityDilary

Official Employee

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3K Messages

3 days ago

Thanks for posting on our community forums, user_jcygca. I am sincerely sorry to hear about the Xfinity App pause feature not being available to unpause your devices. This is not the experience we would like you to have, and we'd like to help. Did you try uninstalling and reinstalling the app? Is the app up to date?

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Xfinity App

user_jcygca

Profiles missing on my Xfinity App

user_jcygca

user_jcygca

user_mlz3xt

user_jcygca

XfinityDilary

user_mlz3xt

XfinityDilary

user_mlz3xt

XfinityDilary

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