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user_omwlib
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Sunday, January 19th, 2025 2:50 AM

Changed modem and now all features gone from Xfinity app

Please help as Xfinity assistant is totally clueless about what’s happening. 

An Xfinity service man just left after changing the modem and now I can’t access any of my wifi information, on the app or the website. All app features have disappeared except billing. Service man had no idea why. I need to reactivate my pods and change my wifi password but literally no options appear whether I’m in the app or online the Xfinity website. Now chat assistant has no idea why. Someone please help. 

Question

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Updated 

1 month ago

 • Edited

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user_omwlib

4 Messages

2 months ago

Anyone? I see the same problem in multiple posts. Someone must know how to fix this.

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XfinityMartyR

Official Employee

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1.9K Messages

2 months ago

 

user_omwlib Thanks for reaching out! You will want to ensure you have the most recent update of the Xfinity app. If you have the latest version from your app store, then you might try signing out of the app, and back in for it to refresh. 

 

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user_ei6gke

4 Messages

Thanks for finally responding.

Yes. Of course I’ve already done that. If people can find this forum, they know to do those steps already. 

For those reading, we took care of this issue in person which is what I suggest you do and why I have a new user name. Online support won’t understand unless they actually see your screen. They think we are all incompetent tech noobs.  In person staff saw on multiple screens that this wasn’t an update or cookies issue and was able to take it seriously. 

(edited)

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2 months ago

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XfinityBillie

Official Employee

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3.2K Messages

 

user_ei6gke I'm happy to hear that the service center was able to resolve your concerns. Are you able to share how it was resolved in the service center for the benefit of the community? We always start with basic troubleshooting since we are never sure what type of technicial knowledge our customers have. 

 

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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2 months ago

user_184tpi

1 Message

2 months ago

I have the same issue 

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user_02ypze

1 Message

1 month ago

How was this issue fixed?

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user_ei6gke

4 Messages

We had to cancel everything and start our account over again. Everything else they tried (adding a new user, app updates and reinstalling, using different devices, etc) didn’t work. They said for some people it does work. They also said they usually see this when a refurbished modem has been installed instead of a brand new one. I suggest going in person to an Xfinity store. 

I don’t believe there is an actual “fix” since multiple platforms failed to provide one for us. It’s sounds like a bug with the app that their engineers need to repair and update. 

(edited)

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1 month ago

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