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texaspete2
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24 Messages

Sunday, September 1st, 2024 4:17 PM

Now customer - app shows gateway offline and website shows gateway status unavailable

Hi,

I've been a Now customer for about 3 weeks.  When I go info the xfinity app, my gateway shows offline.  On the website, the gateway shows status unavailable.  The internet has been working fine.  I reached out to support and they said they sent refresh signals and that would fix it but it didn't  I unplugged/replugged the gateway, same thing.  It's not causing an issue but unsure if this is normal or not.

Thanks

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8 days ago

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XfinityKrista

Official Employee

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1.5K Messages

6 months ago

Hello @texaspete2, thank you for taking the time to reach out on social media.  I understand your concern with the information you're seeing regarding the modem, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

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

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texaspete2

Contributor

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24 Messages

10 days ago

Hi,

I just wanted to provide an update on this issue.  This is still occuring.  If anyone that knows how to resolve this issue can help me out that would be awesome.  If I go through support in the app it says they don't support Now customers.

Thanks

(edited)

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XfinityVictor

Official Employee

 • 

1.1K Messages

 

texaspete2 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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8 days ago

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