Connected Devices not showing in xFi app

Hi @dante116, @user_54133c, and @user_5d7c99, I'm sorry to see that you are all having trouble locating the devices on the xFi app/portal :( 

To ensure that we are covering all the bases here, please check the following: 

• are the devices you are looking for connected to your home network and not "xfinitywifi" (or any other network)? 
• is there a default device name assigned by the manufacturer (usually located in the device settings menu) that maybe different than the identifier you are looking for? 
• @dante116 you mentioned that you are seeing this issue after activating a new device; is that also the same for you, @user_54133c and @user_5d7c99?

If there is any other pertinent and non-account specific information that might be useful in getting this figured out, please let us know. We want to make sure that this gets resolved for you all! 

HI @user_5d7c99, I understand you are having issues with parental controls regarding wifi. Are you using the Xfi app? 

Hey @Thompson24, thank you for reaching out to us on our forums. There isn't a "known issue" yet but it does appear quite a few people are having the same problem in this thread. Since the devices are working, it may be an issue with it registering wit the xFi software. I'd like to try and get that fixed for you. Can you send us a direct message so I can take a look at the modem? You can send one by clicking the "message" icon in the upper right corner of our forum page by the alerts icon. Once you click on that, click the new message icon that looks like a pencil and paper. From there, input our shared handle Xfinity Support to send us a direct message.

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I definitely understand the concern if devices are online but not registering in the xFi app. I use the app regularly to monitor my connection as well as manage my children's time on their on-line devices. I would love to look into this further with you. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Did anyone get this resolved? We are having the same issue. We did recently get a new gateway. It’s super annoying.

Hello @Tylerely86, and thank you for sharing your experience here on the Xfinity Community Forum. I can definitely understand how annoying this may be and would like to investigate further if you haven't already found a solution. To get started, I would like to confirm that your devices are connected to your in-home network and not "xfinitywifi" (or any other network). If they are connected to your in-home network and this issue occurs, I'd like to chat with you and take a deeper look into this. Can you send a direct message with your first and last name and service address? To send a direct message click the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat.