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user_s6ov7a
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5 Messages

Tuesday, November 11th, 2025 1:40 PM

Gateway Shows Offline in App

I have active internet that was installed last week, and the Xfinity app shows the gateway is offline.  It's not.  What can I do to get this issue resolved?  Chat and in-store folks said, "Reboot the gateway and it will resolve", and that didn't resolve the issue.

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20 days ago

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XfinityGabriel

Official Employee

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2.8K Messages

22 days ago

 

user_s6ov7a, Hi! Thanks for spending some time out of your day to reach out. I can understand the concern with the Xfinity app showing the gateway as offline when the internet is active. You've come to the right place. Thanks for trying to reboot that modem. Our team of experts can help with this over social media. Have you confirmed if you are logged in with the Primary or Manager username associated with the account?

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user_s6ov7a

Visitor

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5 Messages

There is only 1 user for the account, so yes, I’m signed in with it. 

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22 days ago

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XfinityDuron

Official Employee

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380 Messages

Have you trying logging out and back into your app?

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22 days ago

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user_s6ov7a

Visitor

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5 Messages

Lol.... yes, of course.

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21 days ago

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XfinityGabriel

Official Employee

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2.8K Messages

 

user_s6ov7a, Thanks for confirming this for us. I would like to look further into this. To get started, please send us a direct message with your first/last name and full address so I can ensure I pull up the correct account. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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21 days ago

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EG

Expert

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114.7K Messages

20 days ago

@user_s6ov7a @XfinityGabriel 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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