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user_b34dcd
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Friday, July 14th, 2023 6:35 PM

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Gateway not showing in app

I recently got a new xfinity gateway. It is set up and I can connect to wifi but the gateway does not show up on my app. The app shows my old disconnected modem and not anything about my new one. I can't see the status or change the settings. I have tried restarting the gateway, restarting my phone, uninstalling and reinstalling the app but it still isn't showing my current gateway.

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1 year ago

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XfinityMartyR

Official Employee

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1.5K Messages

1 year ago

Hello @user_b34dcd! Just checking in with you. It sounds like the Xfinity Gateway may not have been assigned to your account, or is in an inactive state. I know it's been a few days since your post, have you been able to resolve the connection concern with your new Xfinity Gateway? 

 

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user_b34dcd

Visitor

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2 Messages

@XfinityMartyR​ I have not been able to fix the issue. The app still shows my old offline modem.

1 year ago

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XfinityMartyR

Official Employee

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1.5K Messages

@user_b34dcd, thanks for letting us know. Let's take a look at your account to see why this is happening. Please send us a direct message with your name, and service address. 

 

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Message" 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 which 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.
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1 year ago

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user_424875

1 Message

1 year ago

Can someone please help me. I am having his exact issue. 

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