Xi-6 “Status Unavailable” on web page. Okay on app.

Xi-6 shows as “Status Unavailable” on web page on both PC and iOS for months.  (Voice and Data modem also show “status unavailable”.)  Show as connected on app. Internet, STB and TV are functioning okay.  

I need to be able to restart just the Xi-6 box remotely, which is a feature that is not available on app.  I assume because of the status, when I try to restart the TV box from the website, it cannot do it.  “System refresh unavailable”

How can I get the webpage to properly recognize the Xi status so I can restart remotely?  Or is there another way to restart?  Restarting the entire Gateway system does not solve my issue, surprisingly.  Multiple hours with support on phone has not helped, but issue is important because it involves a senior with dementia.  

More info if interested:  Senior often changes channels beyond the subscribed ones.  The large box saying stuff about not being subscribed covers up the channel number she is on and therefore she has no clue how to get back to the channel she wants.  After hours with Support, there is no way to change any Xfinity remote to only move to subscribed channels or favorite channels or change box/TV settings to do that.  I have not found a senior remote that will work in this fashion because Xfinity box requires “OK” after entering a saved channel.  Although the software allows for choosing what channel is selected when a TV has turned on (I.e. back to last channel or to a specific channel like ABC channel 5), this does not work unless the SET TOP BOX is turned off.  Since the set top box is designed to remain on, choosing a channel to start on has no purpose in normal usage.  Surprisingly, restarting the entire Gateway system remotely actually goes to last channel, not the specific channel I have set up, perhaps because it is without power for too short a time.  The only remote option I have been able to come up with is restarting the set top box using the website feature.