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Friday, October 25th, 2024 7:35 PM

Technician installed and activated new gateway, but it doesn't show in Xfinity app

Hi,

A technician came out and installed and activated a new gateway, however, the new gateway does not show up in my Xinfity app - so I'm unable to adjust wifi settings, run tests, etc. How can I get my new (already activated gateway) to show up in the Xfinity app like my old one did?

My app only shows the overview and account tabs. There used to be more.

Thanks.

Official Employee

 • 

1K Messages

27 days ago

Hello there, @user_3ne492! Thank you for your post! I hope you are having a great day so far. I can definitely look over your equipment to figure out why it isn't showing in the app. I will need you to send a DM to Xfinity Support with your name and address, so I can look at the gateway's configuration. I'll see you there!

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary
•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging
•Click the "New message" (pencil and paper) icon
•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
•Type your message in the text area near the bottom of the window
•Press Enter to send your message

Visitor

 • 

1 Message

25 days ago

I’m having the same issue Technician came out installed new modem , it’s not showing in the xfinity app so I have now way changing password or assigning devices, I’ve done everything restarted modem, uninstalled and reinstalled the app .. nothing! 

Official Employee

 • 

2K Messages

Hello, @user_ebafab 

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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