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user_z1kvp9
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4 Messages

Saturday, February 22nd, 2025 10:21 PM

Xfinity App Won’t Display active Gateway in the Xfinity App

Been on 3 live agent chats, 4 live agent calls. Nothing has helped.

My Gateway is on, with a white light. I can connect to the internet with various devices.

However, on the Xfinity App, the Overview tab says "Your home internet is offline," on the WiFi tab it says "You're offline" and to touch a button "Get help from Xfinity Assistant."

My Gateway is active in my house, but I cannot control it through the app. My Gateway does not show up on the Xfinity App. Because the Gateway does not show up in the app, I cannot set up Storm-Ready WiFi.

Help please!

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Updated 

27 days ago

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Accepted Solution

user_z1kvp9

4 Messages

1 month ago

Finally got a call from the Advanced Technical support team. They were able to help me and get it all squared away! Everyone, don't give up and escalate the problem until it is fixed!

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user_bonjojo

7 Messages

Do you know what the issue was?  I am having this issue.  It only started when I had Advanced Technical Support install a new modem.    I have been on the phone with support (last night for over an hour) and was told I would get a call back today.  Didn't get a call back.  I called again tonight and was told that Xfinity is doing system maintenance with their applications so the issue is scheduled to be fixed (in my area, MN) on Thursday.  It may be a huge coincidence, but it only happened with the set up of the new modem.  It tells me my internet is offline, but I do have internet so that is a plus.  But, I'm crossing my fingers that it will work on Thursday or I guess I'll be calling again.  ☺

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1 month ago

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user_z1kvp9

4 Messages

@user_bonjojo​ just keep escalating. Just because you have a live agent doesn’t mean squat. You have to schedule that call back for the advanced repair team. They are the only ones that can really help you.

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29 days ago

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XfinityDemitrius

Official Employee

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1.7K Messages

1 month ago

Hey @user_z1kvp9, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity xFi Gateway and Xfinity Storm-Ready WiFi activation. I am glad that our higher tier fix agency was able to get your concerns addressed. If there happens to be anything more we could assist you with, please do not hesitate to ask. We are always happy to help.

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user_v98soa

1 Message

29 days ago

Same issue. Was told I'd get a call later. It would be nice if someone shared what the actual problem is and how to fix it!

3

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user_bonjojo

7 Messages

I was in the exact same position and had to make many calls (I am sure the agents I was transferred could really sense my frustration, LOL).  After about a week of numerous calls, I finally got transferred to a Technical Support Expert.  My issue was that my old modem was still attached to my Xfinity app, so they had to remove it and provision my new modem to my account.  I am of the same mindset that since this is a common issue, the customer support agents should have this information available to assist when we are routed to them.  Or, at least update the help steps in the AI Chat assistant.  I hope you can get through to someone who will assist  you.

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29 days ago

user_z1kvp9

4 Messages

@user_bonjojo​ when I was looking at the problems. Xfinity had accidentally added two extra modems to my account. I could only see those modems when I logged in on a computer browser, not in the app. I had to ask a live agent to remove the two extra modems, and then the advanced repair team was able to get the remaining modem configured correctly.

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29 days ago

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XfinityDena

Official Employee

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3.1K Messages

Thank you for reaching out @user_v98soa I am sorry that you are unable to see your Gateway in the app. What troubleshooting steps have you taken?

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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27 days ago

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