Visitor
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13 Messages
App says modem is off line-unable to see wi-fi users
After a recent update yesterday, I go into manage wi fi users and it says MODEM OFFLINE. We're all clearly on the internet and there is nothing wrong with my modem. This app is just getting worse and worse. It's basically useless at this point and that was the only reason I stayed with this overpriced internet. The app is garbage and the assistant is useless too. My modem is working and no one is having issues but it says modem offline and I am unable to see my users.
user_13bac9
Visitor
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13 Messages
2 days ago
I'd really like some help. This is ridiculous. I've cleared the cache, force stopped, uninstalled the app, reinstalled the app and it still says MODEM OFF LINE. I always hesitate to do your updates but yesterday I clicked it. There is literally NOTHING wrong with the internet. I even let the "assistant" go through the motions and it determined nothing was wrong with the modem. Why does the app continue to say it's offline?????
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user_13bac9
Visitor
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13 Messages
6 hours ago
After a recent update yesterday, I go into manage with fi users and it says MODEM OFFLINE. We're all clearly on the internet and there is nothing wrong with my modem. This app is just getting worse and worse. It's basically useless at this point and that was the only reason I stayed with this overpriced internet. The app is garbage and the assistant is useless too. My modem is working and no one is having issues but it says modem offline and I am unable to see my users.
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user_13bac9
Visitor
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13 Messages
6 hours ago
After a recent update yesterday, I go into manage wi fi users and it says MODEM OFFLINE. We're all clearly on the internet and there is nothing wrong with my modem. My modem is working and no one is having issues but it says modem offline and I am unable to see my users.
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XfinityMatthew
Official Employee
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2.2K Messages
6 hours ago
Hello @user_13bac9 Sorry to hear the app is not working properly and showing the modem incorrectly offline. We'd be happy to check into the issue for you to make sure it is recognizing the right modem and escalate the app issue if necessary. Please send us a direct message with your full name and service address and we can look into this for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
How to: Direct messaging withing the forum.
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