Skip to main content

    Support

    Offers

KevSanders's profile
KevSanders
20th Anniversary celebration
1st Topic
1st Reply

Visitor

 • 

4 Messages

Tuesday, June 20th, 2023 3:19 AM

Closed

Installed new Gateway. However, iPhone app shows the gateway is off-line despite it being online.

Replaced my Xb5 with an XB8.

Do I need to remove xb5 from my account?

Mobile app says gateway off-line despite being online.

Question

 • 

Updated 

2 years ago

88

2

0

CCAbbie

Problem Solver

 • 

1.4K Messages

2 years ago

@KevSanders Hello! If you just made the switch, I would recommend waiting at least 2 days for it to show the correct status. Sometimes it takes some time for our online account to update. If it has already been that long, we can troubleshoot further on my end. 

0

KevSanders

Visitor

 • 

4 Messages

2 years ago

Three days new XB8 gateway not recognized by X Finity ios app.

5

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

@KevSanders, Thanks for keeping such a thorough track of what you're viewing and experiencing on your end, it definitely helps us to understand the full scope. Are your services being impacted at all, or are you still getting the speeds you're subscribed for? I'd like to take a look at your account and confirm the correct device is listed on your account. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

KevSanders

Visitor

 • 

4 Messages

Works great.

no issues with that.

just can't see the new gateway on the app.

i'll DM you.

thank you

2 years ago

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

@KevSanders, thats at least some good news lol, I'm glad it's just a visibility issue at this point. I look forward to working with you more on this. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

KevSanders

Visitor

 • 

4 Messages

@XfinityMarcos​ 

how do I send a direct message to you on this board?

2 years ago

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

@KevSanders, You would click on the chat bubble icon in the top right corner, and then send a message to "Xfinity Support". If you hover the icons, they will also describe what they do, so you'll see the "direct message" description. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

forum icon

New to the Community?

Start Here