1 Message
New xFi gateway install, internet works, but Xfinity app says modem is offline
Thought I'd successfully installed the xFi gateway, traded in for a different model. Xfinity app said the setup was complete, but also that the modem was offline. Restarted modem 5 times, same result. Cannot access WiFi information in app. Deleted app, reinstalled, and now it absolutely will not let me sign in.
Found a post on this forum from 2 years ago with several users having this exact problem. App doesn't recognise new modem, despite saying it was setup successfully.
Is this really still a bug 2 years later?
EG
Expert
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109.5K Messages
4 days ago
Concern moved here to the Xfinity App help section for assistance.
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XfinityJoe
Official Employee
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697 Messages
2 days ago
Good morning @user_hmwij1 If you still need assistance, we would be happy to help. Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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
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