Visitor
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5 Messages
Xfinity App Does Not Show Gateway Device Despite Active Internet Connection
My internet connection is working fine.
However, when I log into the Xfinity App, I do not see my Gateway or any Devices.
Again, my internet connection is fine, and I have internet service. However, my Xfinity Gateway does not show up in my Xfinity App - there is not even a "devices section" in my Xfinity app. There is no way for me to change any settings (such as ssid/password update, port forwarding, firewall, etc)
I recently reopened my account after being with another ISP for 4 months. I had to call customer service because it showed my account as inactive. I got that sorted out and had my router up and running just fine after that, but I could never get it to show up on my account. I have tried scanning the QR code that came with the XB8 modem, and it goes through the process with the Xfinity app just fine and restarts the modem, says its all set up, but it still does not show me the device tab anywhere.
Aside from that, it also says that my account is past due, even though I restarted service 2 days ago and paid my first bill today.
Any help is appreciated.
Attached is the image of my app:
Accepted Solution
EG
Expert
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111.6K Messages
1 month ago
@XfinityRaf
Would you please share with the community what the solution for this issue was so that all readers here may benefit from it ? Thank you.
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XfinityQuemekia
Official Employee
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315 Messages
2 months ago
Hello @jose91 I hope the day has been treating you well. We appreciate you being part of our Xfinity Community Forum and posting your issues with the Xfinity App. To confirm, are you signed in as the primary user?
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user_323c89
Contributor
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80 Messages
2 months ago
This is 1,000% not an issue with the app, or your devices or anything on your side. This is an account issue, involving the modem and most likely an activation gone awry. The only way to fix it is for Comcast support to go in and address it in their system. You do not have a past due bill, either, if I had to guess. Basically, your modem is stuck in limbo awaiting proper activation. There have been many posts about the exact same thing over the past few months, but the solution never seems to make it to the post afterward. Hopefully they get it sorted quickly.
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XfinityRaf
Official Employee
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1.1K Messages
1 month ago
Hi there @jose91. I wanted to circle back here to confirm that we were able to get your issue resolved. If you need anything else, please submit a new post, and we'll be there to assist!
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