Visitor
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6 Messages
Xfi Shows Gateway Offline, but WiFi Working Properly
I've had the black Xfinity Gateway router for years, worked fine, showed up in iOS Xfinity app - was able to pause devices or use port forwarding with it.
Yesterday: upgraded to new white Xfinity Gateway router. Wifi is strong and good throughout the house. The only problem is that the Xfinity app shows "xFi Gateway Offline". It seems like it is looking for the old black Gateway. Without that, no control over devices or port forwarding.
I had a long customer service chat session about this issue this morning. We rebooted the modem, they refreshed the services, I even uninstalled and reinstalled the Xfinity app on my iPhone. Nothing helped. To make matters worse, when they "refreshed the services" they totally messed up the Gateway router and I had to reset it and setup the router AGAIN. The Xfinity app did work perfectly to setup the Gateway router just fine, it just thinks it is offline when all is done.
It's been frustrating. I see people having this same issue three years ago.
XfinityMarcos
Official Employee
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1.9K Messages
1 year ago
@user_888277, Hello, thanks for reaching out to our forum and creating such a detailed post. I'd love a shot to help you with your modem issue not reporting as online on the app. Luckily you're still able to connect and access your service, that's always the first priority, but we can still help. Are you able to confirm if the new modem is showing offline on the Xfintiy website as well? I just want to confirm the full scope of the issue.
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user_2c5a59
Visitor
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1 Message
1 year ago
I am having same issue, word for word. Customer service is useless
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user_ac6709
Visitor
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3 Messages
1 year ago
I too am having this same exact issue. This needs to be fixed asap. I need to be able to pause devices! It has been over two weeks with this issue.
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user_888277
Visitor
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6 Messages
1 year ago
Finally my iOS Xfinity app can see the new router. I didn't do anything special, although I did have to reboot the modem just before I checked - no idea. To summarize for others having this problem, this is what happened:
- I had the old black Gateway router for years
- Xfinity sent me the new white Gateway router, I set that up
- Wifi worked fine, but the iOS app could never see the Gateway -> "xFi Gateway Offline" on the app
- I returned the old black Gateway router to the Xfinity store; still had the problem
- Everything else here was done with Direct Messages on the support chat...
- It took them a few days to remove the old Gateway from my account
- Still no luck on iOS app -> they did a "reprovision" operation -> still no result
- Xfinity's last suggestion was to log out and log in on the app, which I did not do
- Rebooted the Gateway one morning, because there was no wifi
- Checked the Xfinity app and suddenly it connected to the new Gateway
It's been about 1 month since I got the new Gateway and finally the problem is resolved.
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