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Rj3401
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7 Messages

Thursday, June 19th, 2025

Xfinity App Not Showing Gateway

After the last app update the Xfinity app no longer shows my gateway or any connected devices. 

Chatted with support a few days ago they said there was a "glitch" in the app causing this. When will it be fixed??

When I select SERVICES the INTERNET section show no gateway or devices. 

Note that all wifi and devices are working even though I can't see them.

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1 month ago

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XfinityAlfonso

Official Employee

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2K Messages

4 months ago

Hello Rj3401 is this still a concern for you? We may need to try clearing App Data, which will log you out to sign in again,  or uninstalling/reinstalling.

 

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Rj3401

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7 Messages

Yes still a concern. I have tried both of those

before and I just tried again with no change. 

Is there a way I can send you a screenshot showing the screen after I click on SERVICES? 

It seems to want me to activate something, but I have not changed any hardware.

Thx.

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4 months ago

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XfinityMarshante

Official Employee

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567 Messages

Hello @Rj3401, Thank you for providing the details of the steps you have already taken. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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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4 months ago

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Rj3401

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7 Messages

I'm sorry I'm not seeing how to send the Direct Message 

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4 months ago

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XfinityShawn

Official Employee

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1.9K Messages

 

Rj3401 To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon 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 which appears. The "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

 

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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4 months ago

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Rj3401

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7 Messages

Direct message has been sent

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4 months ago

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user_0gddcm

2 Messages

4 months ago

My app is doing the exact same thing 

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XfinityThomasA

Official Employee

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2.9K Messages

 

user_0gddcm - Thank you so much for bringing this to our attention! I'm sorry you're experiencing this issue. Could you please let me know which device you're using when this happens? Have you had a chance to try it on a different device? Also, have you already tried uninstalling and reinstalling the app to see if that helps?

 

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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4 months ago

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user_f3bn7k

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1 Message

2 months ago

similar issue here; xfinity tech tried to switch out existing xB8 with 3 different new xB8’s but none would activate correctly so he reinstalled original xB8; now the xfinity app shows app on my phone automatically changed to show the wrong gateway and none of the 14 xfi pods we have (we have a large home); on site tech didn’t know how to fix it, his online field support tech didn’t have a clue, and xfinity phone service rep says everything will self resolve in 24 hours; not very reassuring

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XfinityJeniece

Official Employee

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3.5K Messages

Hey there, @user_f3bn7k, thanks for reaching out through Xfinity Forums regarding your account. I would be happy to take a look at your account to help with the ongoing modem issue you are having. Can you please send us a Direct Message with your full name and your full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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.

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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1 month ago

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