Returned equipment still showing on my account

Hi, @Rob_chesterVA. Thank you for creating a new post to let us know your old equipment appears to still be on your account after a swap. As a result, it's reflecting your device is offline. I'm sure that is confusing to see, but we got your back. I've seen this before, so I'm sure we can help. Have you done general troubleshooting already like uninstalling then re-installing the Xfinity App? After the swap, did you use the Xfinity App to activate the new gateway?

Yes. I activated the new gateway using the Xfinity App.  Also, I tried to troubleshoot the connection in the app, including restart my modem. That is how I discovered the old gateway is still there. I have also completed deleted the Xfinity app and data from my iPhone and reinstalled. None of these has updated my account and the old equipment is still there. 

There have been continuous drops in service in my area since a severe storm came through over a week ago. (I assume the region has to be brought offline to re-connect people whose physical connections were broken by downed trees.) Heck, service has dropped at least 10 times today alone! But, a tech has already verified it is the Xfinity system and not my connections to it.

Hello @Rob_chesterVA , I'm so happy we were able to get you taken care of tonight and confirm your equipment was taken off your account. If you need anything in the future please feel free to make another post and a Digital Specialist, Forums Expert, or community member will help you as soon as possible. I hope you have a great rest of your night and stay safe.