V

Visitor

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4 Messages

Tuesday, October 18th, 2022 11:57 AM

Closed

Device shows up as offline even though connected to modem via ethernet.

My device keeps showing up as offline even though I am connected to it via ethernet. I have tried restarting my modem, changing the port it was connected to, restarting it via the app, factory resetting my modem, changing my ip, changing dns, turning off IPv6, setting IPv4 as preferred, and so much more I can't keep track of. When I factory reset the modem, it showed that my device was connected and for a moment I thought I finally fixed it, but after a bit I went to check on the app if it was connected and instead of telling me it was offline, it wasn't there at all. I checked on the 10.0.0.1 website and it says that it was connected but offline and since I can't find it on the app, I cannot troubleshoot it.

If anyone else has had this problem and has somehow fixed it please tell me as soon as possible.

Official Employee

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1.1K Messages

2 years ago

@veronica_L Hello! Thank you for reaching out to us here on our Community Forums page. We are very sorry that you're having some trouble with your modem but we can definitely assist you. Can you please send us a Private Message with your full name and address? Here are some instructions on how to send us a PM in case you need them:

 

Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

We look forward to speaking to you there. 

Official Employee

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1.1K Messages

2 years ago

Thank you for sending us a Private Message and including your information. When you look on the Xfinity App does the modem just show offline completely? There is a glitch where it will show offline even though you're fully connected via ethernet and your in-home WiFi. 

Visitor

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1 Message

@XfinityBenjaminM​ I am also having this same issue.  What was the fix?

Problem Solver

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743 Messages

Hello @user_bd4580! We hate to hear you're having trouble with your connection. Could you please send our team a direct message with your full name and full address?

 

• Click "Sign In" if necessary


• Click the "Direct Message" icon (upper right corner of this page)


• Click the "New message" (pencil and paper) icon


• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list


• Type your message in the text area near the bottom of the window


• Press Enter to send your message

I no longer work for Comcast.

Visitor

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1 Message

1 year ago

Leave your ethernet cable plugged in

Leave your modem/router plugged in

Open the app

Go to unconnected devices

Find the problem device

Click the device

Click forget device

Go to home

Scroll and click restart router

Wait the 12 ish minutes it says it will take

When it comes back up the app will finally recognize the problem device as online. I was finally able to port forward and see my device as online.

Visitor

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2 Messages

@Coped​ This did not work for me. Device still showed back up in Offline Devices.

Visitor

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2 Messages

1 year ago

My Arris SB6183 modem shows up as offline in the Xfinity app. But my internet is working. This problem started a few days ago. 

Expert

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103.7K Messages

1 year ago

@user_a39b4a @user_f92910 

Please create new topics of your own here on this board detailing your issues. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

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