Visitor
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1 Message
Gateway and "View WiFi equipment" not visibile in the Wifi tab of the app, cannot adjust gateway settings
Basically the title. Gateway is working fine but occasionally need to adjust settings. The gateway does not show up in the Wifi tab of the app nor under "Xfinity devices". I assume that has to happen in order to be able to select " View WiFi equipment", which I don't see anywhere. Sure enough, using the web portal insists that I go back to using the app, so I am blocked right now.
XfinitySara
Official Employee
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2.2K Messages
15 hours ago
Hello, @tetraq! It sounds like your Xfinity app is stuck in a "desync" state. This usually happens when the app’s local cache or the account's digital handshake with the Gateway gets interrupted, even though the hardware itself is online. Since you are being looped between the web portal and a malfunctioning app, here is a breakdown of how to force the app to recognize your equipment.
1. The "Deep Refresh" (Most Successful Fix)
Often, the app is looking at a cached version of your home network. Before assuming it's a hardware issue, try this sequence:
- Sign Out & Force Close: Don't just close the app; sign out completely, then force-stop the app in your phone settings.
- Clear Cache (Android Only): Clear the app cache.
- The "Unplug" Method: Unplug your Gateway for 60 seconds. While it's booting back up, reinstall the Xfinity app.
- Sign In: Wait until the Gateway light is solid (white/blue) before signing back into the app. This forces the app to poll the CMTS (our headend) for a fresh device list.
2. Check for "Pending Activations"
If you recently upgraded your plan or replaced a modem, the app might think you are still in the "activation" phase, which hides the "View WiFi Equipment" section.
- Open the app and look for a banner that says "Finish Setup" or "Activate your Gateway."
- Even if you are already online, clicking through this can "finalize" the device on your account profile, making the settings visible.
3. Verification of Account Ownership
Sometimes, the app defaults to a "Manager" or "Viewer" profile if you have multiple Xfinity accounts or addresses linked to one email.
- Tap the Account icon (top left).
- Ensure the Service Address matches exactly where the Gateway is located. If there are multiple linked accounts, switch to the one designated as "Primary."
4. Use the Local Admin IP (The Workaround)
If the app continues to fail, you can often bypass it entirely by connecting via a browser on a laptop or phone while connected to your home network:
- Open a browser and type 10.0.0.1.
- Username: admin | Password: password (unless you’ve changed it).
- Note: We have recently been "locking" certain features (like SSID names and passwords) in this local tool to encourage app usage, but you can still manage advanced settings like Bridge Mode, Firewall, and MoCA here.
Please let me know if this helps!
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