Visitor
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2 Messages
App shows modem offline when it’s online and working just fine.
Been having an issue with the Xfinity app falsely showing my modem is offline when my internet service is online fully working. Data usage is also not working.
I have my own modem. I’ve also tried viewing my devices on the website which show online and connected, data usage still isn’t working on the website.
I’ve chatted several “technicians” all which performed some “clean up test” to fix the issue which obviously didn’t or randomly ended the chat on me. Also were more concerned about trying to sell me cellphone phone service than fixing my issue.
This seems to be an issue with the app itself which has always not been the greatest.
I’d like to be able to properly view and manage my account without having this stupid false error right in my face when I open the app.
I’d like to get in touch with someone that actually knows what they’re doing to fix this issue and not give me the run around or forward this accordingly to get it fixed since to me seems to be an issue with app itself.
XfinityJamesC
Official Employee
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2.3K Messages
2 months ago
Greetings, @switch77! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with the Xfinity app, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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