Gateway not appearing in my app

Technician just came for install - network is up and running but my gateway does not appear in my app.

I have tried to reinstall the app, nothing is working.

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EG

Expert

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114.4K Messages

7 hours ago

Concern moved here to the Xfinity App help section for assistance.

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XfinityMarshante

Official Employee

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660 Messages

7 hours ago

Hello @user_8galml, thank you for taking the time to leave a post. Sorry to hear that the app hasn’t updated to reflect your new modem. I completely understand how frustrating that can be, especially when you're trying to make changes to your network name or troubleshoot issues. Let’s work together to get this resolved as quickly as possible. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. If needed, we may invite you to send us a Direct Message.
Are you logging into the app with the Primary account holder's username and password? Once you log into the app, what displays?

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user_8galml

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3 Messages

Hello - yes I am. When I login to the app only overview and account show as tabs at the bottom.

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7 hours ago

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XfinityMarshante

Official Employee

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660 Messages

@user_8galml thank you for the details. 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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 hours ago

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user_8galml

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3 Messages

Direct message sent - thank you.

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7 hours ago

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Xfinity App

user_8galml

Gateway not appearing in my app

EG

XfinityMarshante

user_8galml

XfinityMarshante

user_8galml

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