JPHTX's profile

New Poster

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1 Message

Wed, Sep 9, 2020 8:00 PM

Connected Devices not showing in xFi app

I have 16 devices connected to the xFi WiFi, and only two of them are showing up as connected to the network -- even though all of them are. This is a new issue that just popped up this evening, all was good before this. Please help.

Responses

New Poster

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1 Message

9 m ago

I'm currently having the same issue.  After numerous phone calls and chats, XFi app is now showing 4 devices connected but the other 20 are still a no go.  I've done everything from resetting the router to forgetting devices within the app.  Nothing.

 

Regular Visitor

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2 Messages

9 m ago

I've also been dealing with this for the past couple of months.  I've probably spoken to 8-10 customer service reps who are unable to address anything with this problem.  Each time we speak, I'm told that this is going to be elevated to the "highest level".  Not sure what that means, but I never get a return call or follow-up from anyone.  Terrible customer service.

 

About a month ago, one of their reps recommended changing the network name/password.  We did that and went back and reconnected our 12-15 devices.  This seemed to work for the rest of that day, until we woke up the next morning and everything showed as "previously connected" and was no longer on the network....even though all of these things were connected.

 

Two weeks ago, I was working with someone who said to go in and "forget" all of those devices that were previously on the network and let them reconnect on their own.  This also seemed to work for a few hours until these things started to drop off the network (at least according to the app).  However they were still on the network.  Now when I try to go this route, things that I have "forgotten" disappear and don't even show up on the conncected or previously connected list.....while they are still connected to the network.

 

Yesterday I spent over an hour on two calls to customer service.  The first rep said that there was nothing that they can do and it would have to be elevated.  They said they were going to transfer me to someone in that department, then hung up on me.  I called back, and got a another CR rep.  Spoke to them about the situation (even while having a ticket number, I still have to re-tell my situation every time I speak to a rep).  She said that there was nothing that she could do, and that it would have to be elevated (now the 7-8th time that I've been told this) and to "keep my phone lines open" because someone would be calling back that day.....well that was over 12 hours ago and no one has reached out.  That same rep said I would also get an email with step by step instructions on how to go in and find devices that have fallen off (the ones that were forgotten and never returned to either list), never got that either.  

 

Bottom line, if one of your highly touted features is able to control/pause devices and manage your network through the app......it really should work.  

 

New Poster

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3 Messages

9 m ago

What happened to the connected devices feature??

New Poster

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3 Messages

9 m ago

What happened to the feature???

PLEASE RESTORE!!!

New Poster

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1 Message

9 m ago

Possible temporary "fix" to this problem...I too have been having the same problem with connected devices not appearing either in the xFi app or the gateway admin site (10.0.0.1).  I have tried multiple gateway restarts, restored the gateway back to factory specs and reactivated, forgot all of the devices in the app, etc; all of the tips I've seen in these threads.  FWIW, I stumbled upon what appears to be a temporary "fix" - on the Troubleshooting > Reset/Restore Gateway page of the admin site, if I hit the 3rd button down (Reset Wifi Router), the wifi goes down for less than a minute, but then magically most, if not all of the connected devices show up again in the Connected Devices list and in the xFi app.  However, this does appear to only last about a day or 2 and I have to do it again.  So clearly there's a problem that Comcast needs to fix, but hope that this helps.

Official Employee

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6.7K Messages

9 m ago

Hi JPHTX. Thank you for creating a post on our Forum. I can assist with the troubleshooting process for your xFi connected devices. To get started, please send me a private message and include your full name and service address so I can assist you.

Visitor

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1 Message

Soooo? Did he fix it? If so, why not make the process public so we can all fix the issue. It’s clearly not on our end. 

Official Employee

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216 Messages

Hello, @, thank you for reaching out in our forum for help with your app and devices issue. The app is great for managing your home network and giving you peace of mind that your home is protected, so I totally get where you're coming from. Sometimes we need to run account-specific troubleshooting steps that require a private chat, but I have your back on this. What type of device are you using to check the Xfinity App? 

Visitor

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1 Message

1 m ago

I need help, the new router does not see my DVR, I desperately need my cameras, Thanks.

This is a Cisco DPC 3941 with this already known issue, I asked for something different but this is what I got.

(edited)

Official Employee

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194 Messages

Hi, . Do you mean your TV box isn't allowing you to see your cameras live or do you mean something to do with recordings on say our Xfinity Home app? Can you give me a bit more information on the issue you're noticing? 

Visitor

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1 Message

23 d ago

I'm having the same issue. Third call/chat with customer service.

Official Employee

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7 Messages

@user_24ef49, thank you for letting us know that you are also having issues with seeing your devices. Let's try to narrow down what is going on. 

 

  • Can you confirm the device(s) is connected to your home network and not xfinitywifi (i.e., Xfinity WiFi Hotspot), a neighbor's WiFi network, or your cellular service?
  • If the device is connected to your home network but you still do not see it listed, please, check the default device name assigned by the manufacturer (usually located in the device settings menu) and look for that default device name as the connected device.
  • If it is still not seen, close and relaunch the app and/or sign out of the site, clear the browser cache, close the browser, launch another browser session and sign into xFi.

Please, let us and the community know if any of those suggestions help. Thank you!

Visitor

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1 Message

19 d ago

I have just changed my whole router and it’s the same. This is a serious issue. I have spoke to three people on the phone and all of them couldn’t help me. Simple question is why are there device showing if they don’t have the username or password. 

Visitor

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1 Message

10 d ago

I only show 5 devices connected on my XFi app but 10 connected on Fing app that someone else recommended on this forum.  Have been on the phone for quite some time with Xfinity and they can only say the 5 devices are connected.  Where is the disconnect with Xfinity?  Why arent they able to see all connected devices to their modems /internet service and some other alternate app is able to?  They seem to have no idea what I am talking about even though I have told them about this forum and that it is a common problem.  I know my teen is connecting through some type of back entry even though Xfinity cant tell me this.  

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