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user_ulmh61
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3 Messages

Thursday, March 20th, 2025 8:59 PM

Mobile App not syncing with the Gateway

When I initially upgraded from the XB7 to the XB8 the mobile app working fine. Then I returned the XB7 and the app features changed and I lost access to the new gateway (it shows a black box with 3 lights and a green background instead of the white box XB8 gateway with a purple background). I no longer can see my devices and what's attached or on the 'account' tab have access to 'devices' where you can activate a gateway or pod(s).

I've noticed this was an issue about 2 years ago, but I never encountered how it was resolved. I've rebooted everything numerous times with no resolution.

JWM

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Updated 

5 days ago

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XfinityAldrik

Official Employee

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2.1K Messages

12 days ago

Thank you for reaching out to us @user_ulmh61! We may need to send some backend refresh signals to update the modem the app is seeing. Just to clarify, have you already signed out of the app, deleted the app, redownloaded the app, and then signed back in?

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user_ulmh61

3 Messages

This issue was resolved with a technician visit. The XB8 was replaced by a XB7 gateway. This whole issue started 2 weeks ago when I replaced my XB7 with the XB8 to accommodate the higher Internet speed. I don’t know why the XB8 created the problem with the app.

JWM

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12 days ago

0

XfinityAldrik

Official Employee

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2.1K Messages

It is odd that the XB8 was having issues in the app. Thankfully, the XB7 has a maximum data throughput of 2.5 Gbps @user_ulmh61. Did the tech try using a different XB8 before switching to the XB7?

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12 days ago

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user_ulmh61

3 Messages

No…we did not try a different XB8, but I am curious to know if that would have also fixed the issue.

JWM

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7 days ago

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XfinityMarcos

Official Employee

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2.3K Messages

 

user_ulmh61, It's possible, the tech may have only had an XB7 on hand to test. Have you had any connectivity issues or app issues since? 

 

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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5 days ago

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