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erindod13
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2 Messages

Monday, August 7th, 2023 9:01 PM

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Xfinity App Not Showing Wifi Option

I want to change my wifi name and password, but the xfinity app does not show the Wifi option at the bottom of the screen. I only have Overview, Services, and Account options. Even when I click services, wifi is not an option.

I've also tried using the Admin Tool using my PC, and it will not allow me to select "Show Network Password" once I'm editing 2.4 or 5 2.4 GHz. I'm doing everything every FAQ page tells me, please do not just give me the same link to "How To View and Change Your WiFi Network Name and Password on an Xfinity xFi Gateway" on the support website. 

Question

 • 

Updated 

8 months ago

7.1K

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Accepted Solution

erindod13

2 Messages

1 year ago

hey y’all, i’ve only been able to resolve the issue by using the chat feature and having an xfinity employee change the name and password for me. they were nice and it turned out fine but it’s definitely annoying i couldn’t do it myself 

1

0

XfinityVictor

Official Employee

 • 

894 Messages

@erindod13 Hello, I am happy we could be of assistance.  Let me know if you have any other questions. 

(edited)

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

0

Accepted Solution

floppytoes

2 Messages

9 months ago

Had this problem, found this thread, found the solution. Posting last in the hopes people can find it faster than I did.

1) Symptom:

- In the xfinity app you can't see a Wifi panel or other advanced options

- In the xfinity app, you can't manage/change Wifi or other advanced options

- When you login to the model directly (via 10.0.0.1 admin/pw)

2) Solution Progression:

- In the xfinity app attempt to (re)activate your modem.  In some cases, including mine, the new modem was not registered.  So internet and wifi were working but I couldn't change any settings.  This fixed my problem.

- If (re)activation fails, as it did for user_e6nt4z, do as they did and call comcast to activate the modem.  They'll probably need the mac addresses on the bottom of the modem.

Comcast, for us nerds: taking ownership of options we used to manage ourselves only works if you do it well.  This is not doing it well.  At an absolute minimum, you need to make the above extremely obvious and easy to find.  [Edited: "Inflammatory"/"Language"]

(edited)

2

XfinityAngie

Official Employee

 • 

1.4K Messages

 

floppytoes, Thank you for your comment and for sharing what worked for you. We really do appreciate you! 

 

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.
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9 months ago

0

user_1kvya1

1 Message

READ HIS POST AGAIN it ISN'T working!  For it to work you need to create an app that works before you force customers to use it.

For your admin web to work it needs to have accurate info on it.

ALL YOU DO IS WIFI and you don't have an app or web that works for your customers.

8 months ago

0

XfinityAldrik

Official Employee

 • 

1.7K Messages

1 year ago

Good afternoon @erindod13! Thank you for reaching out to us on our residentials forums! It sounds like the “WiFi” tab may not be appearing on your end in the Xfinity application. Are you able to use this link to make sure you are signing into your account with the primary username linked to your current address?

4

user_206302

1 Message

@XfinityAldrik​ I'm having a similar issue. I confirmed I have signed in correctly and my Xfinity App is only showing 'Overview' and 'Account' after an Xfinity agent helped me get my new modem online yesterday. I deleted the App, shut down my phone, and reinstalled the App. That didn't change anything. The App is pretty much useless to me at this point. 

Are you able to have someone check my account to see if something is causing the other options (mainly 'WiFi') to be suppressed for my account? 

Thanks!

Gary

1 year ago

XfinityDanielD

Official Employee

 • 

17 Messages

Hi Gary - Did you activate the new Modem yet? Once activated, the tab should appear again. Some tabs will not display while waiting for activation.

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

1 year ago

0

user_rw99qt

1 Message

I am having the same issue. I confirmed I am logged into the right acct.wifi option is there but just spins. Please help.

9 months ago

0

XfinityBenny

Official Employee

 • 

646 Messages

@user_rw99qt Try updating the password using the admin page. If that doesn't work, log out of the app and then reset the modem to factory settings. Allow it a few moments to update the latest patches, then use the default wifi name and password to log back in. Sign in to the Xfinity app after, and it will display the WiFi tab. 

To manually restore factory settings, follow the following steps depending on your gateway model.

  • Locate the Reset button on the back of the gateway and use a non-metallic pointed object (such as a toothpick) to hold in the Reset button for 30 seconds until all the LED lights power off.
  • If your gateway does not have a Reset button, locate the WPS button and hold it for 30 seconds.
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

9 months ago

0

user_009f078ui765456

3 Messages

1 year ago

I am having the same issue. The app no longer shows most of the essential features.

0

user_726710

3 Messages

1 year ago

I’m having this issue too. Have spent at least three hours talking to Xfinity with no luck on fixing it. HELP!

13

XfinityRaf

Official Employee

 • 

591 Messages

Good afternoon. Can you confirm if you are using the iOS or Android version of the app? 

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

1 year ago

user_340cb7

1 Message

I have the same problem and am using iOS. I only see the Overview and Account options.

1 year ago

user_8a2a01

1 Message

I am having the same issue on Android. I only see Overview and Account options

1 year ago

user_9c6ef6

1 Message

@user_340cb7​ also having this issue, just started today, and I am on android. I also only see overview and account buttons,  nothing more. App is literally useless as I cannot even restart the wifi or troubleshoot things now.

1 year ago

user_22456b

1 Message

Same issue, just started from today morning. I can only see Overview and account options. I even deleted and reinstalled the app. Nothing helps. 

(edited)

1 year ago

user_c501fd

2 Messages

1 year ago

Hello can anyone help with this?

0

user_7neca3

4 Messages

1 year ago

I'm experiencing the same issue on iOS. I believe it's a widespread issue. Hope they prioritize it soon.

3

XfinityAldrik

Official Employee

 • 

1.7K Messages

Thank you for reaching out to us @user_7neca3, this is a known issue and our engineers are working to resolve this issue as soon as possible.

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

1 year ago

0

user_tjhg67

1 Message

This is still a problem 6 months later. Moved service to a new house with the same modem 3/3/2024. I have internet and everything in my account is correct but when I go to WiFi in the app and click on wifi details nothing happens. If I go to manage wifi under support on the website I get a "something went wrong, check back later" error. I cannot set up the storm-ready wifi I purchased because the app says something went wrong, so returning that. When I tried to return using your online form I was sent a link for a return shipping label that goes to a bad page error. Can you please fix that stupid app already or let us manage our accounts from the website like we used to be able to do. The app doesn't work.

9 months ago

0

XfinityChristy

Official Employee

 • 

1.6K Messages

@user_tjhg67

Have you tried updating the password using the admin page. If that doesn't work, log out of the app and then reset the modem to factory settings. Allow it a few moments to update the latest patches, then use the default wifi name and password to log back in. Sign in to the Xfinity app after, and it will display the WiFi tab. 

To manually restore factory settings, follow the following steps depending on your gateway model.

  • Locate the Reset button on the back of the gateway and use a non-metallic pointed object (such as a toothpick) to hold in the Reset button for 30 seconds until all the LED lights power off.
  • If your gateway does not have a Reset button, locate the WPS button and hold it for 30 seconds.
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

9 months ago

0

user_d381e2

2 Messages

1 year ago

Same issue as well. I don’t know why this is happening. It’s causing a lot of issues for me

0

user_d381e2

2 Messages

1 year ago

This is horrible. It’s causing so many issues for me.

0

0

user_11aa6f

10 Messages

1 year ago

I found a FIX that worked for me! I got tired of waiting to hear back from Xfinity on when this problem would be fixed, so I decided to try fixing it on my own. I took my xFi Gateway (model XB7) to my local Xfinity store and exchanged it for a newer model (XB8). I immediately hooked it up to the wall when I got home but I couldn't set it up all the way because you need to do it with the xfinity app and my Xfinity app was still bugged (only had the 3 icons at the bottom,“overview”, “services”, and “account”, so no Wifi option). So from my phone I contacted an Xfinity agent on the Xfinity chat messenger and asked them to set up the wifi on my new xFi gateway modem. They set up my Wifi name and password and restarted my modem. Once it was all set up and I had my wifi back, I got back into my Xfinity app and all of the icons on the bottom were back! I can now see, "Overview", "Services", "Wifi", "Security" and "Account". So for my case, exchanging my older model modem (XB7) for the newest model (XB8) did the trick for me! Hope that information helps someone else!

11

user_7neca3

4 Messages

Thank you for the info! Did you have to pay for the new modem? Thinking of trying this for myself this weekend. I’ve been waiting for 3 weeks to set up my xfi pod and I can’t. 

1 year ago

0

user_11aa6f

10 Messages

There was no charge for the new modem (Might be because the internet package I pay for qualifies for that modem), it was just a simple exchange at the Xfinity store. I walked in with my modem saying I wanted to exchange the XB7 modem for the XB8 modem, and they didn't ask any questions. They just scanned the XB7 modem into their system and handed me the new XB8 modem all in as little as 3 minutes and I was out the door.   

1 year ago

XfinityBillie

Official Employee

 • 

2.8K Messages

@user_11aa6f  Thank you for giving us an update. I'm happy to hear that you were able to resolve the issue. I hope you have a wonderful week.

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

1 year ago

0

Thor1080

3 Messages

I have the same issue, no Wi-Fi tab shows.  I cannot check nor modify port forwarding setup.

1 year ago

0

Thor1080

3 Messages

After trying to get help on the Xfinity App (IOS), I finally got a selection button for Port Forwarding, but nothing happens when selecting that button.     

1 year ago

0

user_yy99aw

2 Messages

1 year ago

I am using IOS and am having this same issue since I upgrade to xfi. It is very frustrating. Have you been able to get help?

2

0

Thor1080

3 Messages

I used the app successfully in September but had the app issue in October.  I deleted it and then downloaded the Xfinity app to my iPhone but that did not resolve the issue.  I had an older modem, an XB6.  On the user forum, I read that that even XB7 modems were having the same issue.  I brought my XB6 into the local Xfinity store and the representative was going to give me an XB7, but I then asked to please give me an XB8 due to the app issues that are occurring with the XB6 and XB7 modems.  The rep then gave me an XB8, which is easy to setup, and my missing app options issue was resolved. 

1 year ago

0

XfinityBenjaminM

Official Employee

 • 

1.6K Messages

@Thor1080 That is certainly great to hear! If you have any other issues or need our assistance going forward, please let us know.

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

1 year ago

0

user_pmkvn5

1 Message

1 year ago

I started having the same issue last night. The only options I have are overview and account. Spent hours on the phone this morning, they couldn’t figure it out. The app is also showing that I’m past due but the agent confirmed that I’m not past due.

2

XfinityJoshuaG

Official Employee

 • 

331 Messages

@user_pmkvn5 So sorry to hear that. If you're having that issue please send us a direct message with your full name and address to get started.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” 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


1 year ago

0

Areesa73

1 Message

@user_pmkvn5​ 

The same exact thing is happening to me. I have been talking to [Edited: "Inflammatory"] on messenger from Xfinity who keep telling me to click on the Wi-Fi tab in my app. Long story short, I have sent them screenshots showing I don’t have anything but overview and account, and that my bill keeps saying is overdue. I keep getting the same response, asking me to click on the Wi-Fi tab to view my devices. 

Do better Xfinity!!!!!  Your customer service is THE WORST that I have EVER dealt with. 😡😡😡😡😡

(edited)

10 months ago

0

user_726710

3 Messages

1 year ago

A couple weeks ago mine just went back to normal??  Didn’t do anything but I’m glad it finally did after hours of trying to talk

to xfinity!

0

0

user_mhm3pf

1 Message

1 year ago

Same issues: iOS app only showing Overview and Account tabs, as well as the past due notification (which is not the case).  Have tried factory reset of gateway, reinstalling the app multiple times, and even a system refresh.  No progress.

0

0

user_b6nuzz

1 Message

1 year ago

I had the same issue, it happened after my modem was replaced. Wifi was up and running no problem, so I never went through the steps of "activating a new modem" on my app. I decided to just do that, even though it was already working, and once that was complete I had all my app options back. 

0

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