Xfinity app not showing new activated router

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.

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Accepted Solution

XfinityDilary

Official Employee

•

2.1K Messages

20 days ago

Thanks for posting on our Community Forums, user_nucaii. I'm sorry to hear the website is not working as intended. We'd like to help troubleshoot. Have you tried uninstalling and reinstalling the app already? We also recommend you restart the modem just to refresh the connection. You can do this manually or through our Xfinity App. Let us know if this helps.

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user_nucaii

2 Messages

I have un-installed and reinstalled twice. Nothing is working.

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19 days ago

0

XfinitySheila

Official Employee

•

1.1K Messages

user_nucaii No worries, I would love to take a closer look on my end.

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• 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

Please let me know if you have any questions or run into any problems.

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

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user_42wpsb

4 Messages

15 days ago

Same problem! I see like 5000 posts on these forums with that problem in the past year. Spent 2-3 hours with online support it never helped!!! What should we do.

Activating new modem option just hangs.

0

user_nucaii

Xfinity app not showing new activated router

XfinityDilary

user_nucaii

XfinitySheila

user_42wpsb

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