Visitor
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3 Messages
Account shows two gateway's when I only have one
A few month ago, an Xfinity technician worked on my ONT and replaced my gateway. Since then, my gateway has continually shown offline in the Xfinity app and webpage. If I go to manage my plan on the Xfinity webpage, it shows that I have 2 Xfinity gateways. Yet, if I go to https://customer.xfinity.com/#/devices, it only shows one. How can I get the old gateway removed form my account so I can go back to monitoring and troubleshooting my internet using the app?
XfinityAmandaB
Official Employee
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3.1K Messages
9 hours ago
@MM4_VA Thank you so much for stopping in for help with the additional modem showing in your account. If you are in a location that uses an ONT, that would be one of our two box locations. With those locations due to recent updates to the coding, we have added a dummy device for some customers in case an additional modem is needed by an on-site tech for troubleshooting in the future. Once that code is removed, since it is no longer available in our system, it can not be re-added, and it removes troubleshooting options that help our technicians easily determine the cause or source of an issue. You may see an additional modem, but there is no device to remove just the code holding the spot. If you do need assistance with troubleshooting, we are always happy to help here, or of course, our Xfinity assistant. Are you currently having connection issues you need assistance with?
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