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dsm1212
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29 Messages

Tuesday, June 17th, 2025 5:46 PM

Xfinity app shows I'm offline

I updated from an owned modem to xb8. It's working fine after I realized only one port on the back can do 2.5Gbps :-). However the xfinity app shows I'm offline. I'm sincerely tired of going through the mind-numbing assist over and over. But with the app not showing me online various parts of the app just don't work. I used to be able to look at devices on the web but i can't find that now. Everything,even the phone line, redirects me to the app so it needs to be working. The assistant has zero support for app issues and assumes I'm complaining about the service.

[Edited: "Language"] I've reseated the cables and restarted the modem. The service is working fine so please don't send me down that path again.

steve

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10 days ago

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dsm1212

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29 Messages

14 days ago

Forgot to say that I also installed on another device (android instead of iphone) and it showed the same 'offline' status. Someone from the direct message last night looked at my account and it looked correct (new xb8 is showing as active). BUT sometime in the last few hours it cleared up. App shows online now. So you can resolve this.

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XfinityEva

Official Employee

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1.8K Messages

Thank you so much for the update, I am glad to hear it is now showing the right status. If you double-check on that second device is it showing the updated status? 

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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14 days ago

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dsm1212

Contributor

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29 Messages

@XfinityEva​ Yes both devices show correctly now. Thx

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10 days ago

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XfinityAlyssaA

Official Employee

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2K Messages

Perfect, thank you for confirming that @dsm1212! Do you have any other questions or concerns our team can help with at this time?

 

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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10 days ago

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XfinityAngie

Official Employee

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1.9K Messages

17 days ago

 

dsm1212, Thank you for reaching out to Xfinity Support. Have you tried to uninstall and reinstall the app? It sounds like the issue is in the app itself. Give that a try and let me know if you are still having the same issue. 

 

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dsm1212

Contributor

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29 Messages

No change after uninstall and reinstall. I am in bridge mode. Is that why it says I'm offline on main page? It also says offline on the wifi page but maybe that is to be expected for bridge mode. It's really the device list I want to get at to see if the modem is actually correct now and that my old one is removed.

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16 days ago

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XfinityAmira

Official Employee

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4.2K Messages

Thanks for letting us know and for all you have done on your end dsm1212. When the gateway is in Bridge Mode, you can still access the Xfinity app to manage your account and see if the modem is online. For troubleshooting purposes, have you tried checking this on a different device to see if it reflects the same way (laptop, desktop, a different mobile device)?

 

We can absolutely double-check if the old modem has been successfully removed. Please send us a Direct Message, so we can check that for you. 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

 

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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16 days ago

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