Connected Devices not showing in xFi app

I'm currently having the same issue.  After numerous phone calls and chats, XFi app is now showing 4 devices connected but the other 20 are still a no go.  I've done everything from resetting the router to forgetting devices within the app.  Nothing.

I've also been dealing with this for the past couple of months.  I've probably spoken to 8-10 customer service reps who are unable to address anything with this problem.  Each time we speak, I'm told that this is going to be elevated to the "highest level".  Not sure what that means, but I never get a return call or follow-up from anyone.  Terrible customer service.

About a month ago, one of their reps recommended changing the network name/password.  We did that and went back and reconnected our 12-15 devices.  This seemed to work for the rest of that day, until we woke up the next morning and everything showed as "previously connected" and was no longer on the network....even though all of these things were connected.

Two weeks ago, I was working with someone who said to go in and "forget" all of those devices that were previously on the network and let them reconnect on their own.  This also seemed to work for a few hours until these things started to drop off the network (at least according to the app).  However they were still on the network.  Now when I try to go this route, things that I have "forgotten" disappear and don't even show up on the conncected or previously connected list.....while they are still connected to the network.

Yesterday I spent over an hour on two calls to customer service.  The first rep said that there was nothing that they can do and it would have to be elevated.  They said they were going to transfer me to someone in that department, then hung up on me.  I called back, and got a another CR rep.  Spoke to them about the situation (even while having a ticket number, I still have to re-tell my situation every time I speak to a rep).  She said that there was nothing that she could do, and that it would have to be elevated (now the 7-8th time that I've been told this) and to "keep my phone lines open" because someone would be calling back that day.....well that was over 12 hours ago and no one has reached out.  That same rep said I would also get an email with step by step instructions on how to go in and find devices that have fallen off (the ones that were forgotten and never returned to either list), never got that either.  

Bottom line, if one of your highly touted features is able to control/pause devices and manage your network through the app......it really should work.  

Possible temporary "fix" to this problem...I too have been having the same problem with connected devices not appearing either in the xFi app or the gateway admin site (10.0.0.1).  I have tried multiple gateway restarts, restored the gateway back to factory specs and reactivated, forgot all of the devices in the app, etc; all of the tips I've seen in these threads.  FWIW, I stumbled upon what appears to be a temporary "fix" - on the Troubleshooting > Reset/Restore Gateway page of the admin site, if I hit the 3rd button down (Reset Wifi Router), the wifi goes down for less than a minute, but then magically most, if not all of the connected devices show up again in the Connected Devices list and in the xFi app.  However, this does appear to only last about a day or 2 and I have to do it again.  So clearly there's a problem that Comcast needs to fix, but hope that this helps.

Hi JPHTX. Thank you for creating a post on our Forum. I can assist with the troubleshooting process for your xFi connected devices. To get started, please send me a private message and include your full name and service address so I can assist you.

I need help, the new router does not see my DVR, I desperately need my cameras, Thanks.

This is a Cisco DPC 3941 with this already known issue, I asked for something different but this is what I got.

I'm having the same issue. Third call/chat with customer service.

I have just changed my whole router and it’s the same. This is a serious issue. I have spoke to three people on the phone and all of them couldn’t help me. Simple question is why are there device showing if they don’t have the username or password. 

I only show 5 devices connected on my XFi app but 10 connected on [Edited: "Language"] app that someone else recommended on this forum.  Have been on the phone for quite some time with Xfinity and they can only say the 5 devices are connected.  Where is the disconnect with Xfinity?  Why arent they able to see all connected devices to their modems /internet service and some other alternate app is able to?  They seem to have no idea what I am talking about even though I have told them about this forum and that it is a common problem.  I know my teen is connecting through some type of back entry even though Xfinity cant tell me this.  

  I too am having this problem, only my phone and my desktop are showing as connected. I am trying to find a device called a Bob cat Miner, it works as a hotspot, and I need to see the device in my XFi app so I can change the port forwarding. Without this, I am stuck at a standstill, I can no longer change port forwarding in the 10.0.0.1 admin tool, I dont know why they took out this feature to put on the new app when the new app still hasnt been working for some Xfi customers for over a year now. I have been with you guys since 2013, if I can't change my portforwarding for one single device I will need to find a new provider that can do that for me. I am using the XB6, out of 10 of my devices only 2 show up.  

I am having the exact same issue where devices that are connected to the XFi router don’t show connected in the Connect portion of the XFi App. I like everyone on this forum get confused reps with little understanding or assistance regarding the issue. Despite promises to elevate and call back to correct, no one calls back with any support. 

I went to the Xfinity router specifically for this feature after using my own Arris SBG8300 DOCS 3.1 modem and their 3rd party app. I wanted to keep troubleshooting in-house with   xfinity personnel. Big Disappointment. Sound like the Connect XFi app is overall an issue with little support.