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user_8df546
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Friday, January 5th, 2024 6:53 AM

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Xfinity App No Longer Show Modem Status

For the past few months ever since I have migrated off the xFi gateway to a personally owned modem, I can no longer view the modem status as some other people are able to, and whenever I need to troubleshoot or send a reset signal, I would have to do it through the automated xfinity assistant.

Now I keep getting emails saying my device isn't supported anymore and needs to be upgraded to take advantage of the gigabit plan when I'm already using an Arris S33, which is a DOCSIS 3.1 capable of handling up to 2.5 Gigs. Is there something wrong with the setup of this device on the backend?

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11 months ago

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XfinityThomasC

Official Employee

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2K Messages

11 months ago

Hello @, user_8df546 The Arris S33 is a supported device on our network. You can confirm this using 

https://www.xfinity.com/support/devices/#unauth. Do you still have the xFi gateway or have you already turned that in? Wondering if having both devices still on your account is causing this issue. 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!

 

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XfinityThomasC

Official Employee

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2K Messages

11 months ago

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