Hey there, @user_wl6fi5! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! That is certainly strange, I am very sorry to hear about that experience. Have you attempted to log out of the Xfinity App and logging back in? Are you seeing the modem online within the Xfinity App? Please let us know.
NoNoBadPuppy
Problem Solver
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738 Messages
6 hours ago
Have you tried unplugging the gateway, waiting 30 seconds, and plugging it back in and letting it come back online?
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EG
Expert
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119K Messages
2 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAdrienne
Official Employee
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2.1K Messages
2 hours ago
Hey there, @user_wl6fi5! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! That is certainly strange, I am very sorry to hear about that experience. Have you attempted to log out of the Xfinity App and logging back in? Are you seeing the modem online within the Xfinity App? Please let us know.
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