New Poster
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3 Messages
Wi-Fi tab disappeared off Xfinity app
My Wi-Fi tab on the xfinity app has disappeared after a tech installed a new router. I only have 'Overview' and 'Account'. I have un-installed & reinstalled, Cleared cache & Data and Restarted my phone Still have the same issue. Spoke to 8 different reps over 4 days and they all told me it'll be fixed in different time frames but nothing has worked yet. Its very annoying
XfinityJustinM
Official Employee
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128 Messages
1 day ago
Hi @Qu33nB313, thank you for taking the time to create an official post. I also want to thank you for sharing the troubleshooting methods that you have already attempted. There are many features in the app that I use daily, and I want to make sure you have access to them as well. Rest assured we will work to get this sorted out for you! I would like to take a closer look at your account, please 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" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
(edited)
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EG
Expert
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111.4K Messages
12 hours ago
@Qu33nB313 @XfinityJustinM
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_323c89
Contributor
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73 Messages
11 hours ago
It has nothing to do with any of the steps or hoops you’ve been given to jump through thus far.
Your old modem is “stuck” in the queue to be removed. Until it’s fully removed, your new modem will not properly activate. Have the official employee on here dig into that.
Again, it has nothing to do with the Xfinity app. Logging out, uninstalling, etc., will have zero effect. There is no other solution than having the system purge your old modem, and then your new modem will activate properly.
There are several similar posts over the past few months. Find some of them, and you’ll see what I mean. Good luck
(edited)
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Qu33nB313
New Poster
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3 Messages
10 hours ago
That's exactly what it was. I got it back now. That should be relayed to others because obviously they didnt know what to do.
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user_8rspj1
Visitor
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1 Message
9 hours ago
So we just need to wait even if it’s been over 24 hours?
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