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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XfinityGabriel

Official Employee

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2.9K Messages

1 month 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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1 month ago

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XfinityDuron

Official Employee

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403 Messages

Have you trying logging out and back into your app?

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1 month ago

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user_s6ov7a

Visitor

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5 Messages

Lol.... yes, of course.

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1 month ago

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XfinityGabriel

Official Employee

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2.9K 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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EG

Expert

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115K Messages

1 month 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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user_wce8ns

Visitor

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2 Messages

I have same problem, can you assist to resolve this issue for me?

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2 days ago

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user_wce8ns

Visitor

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2 Messages

@XfinityGabriel I have similar problem and tried all the above steps already. Can you help address this issue?

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2 days ago

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XfinityBenjaminM

Official Employee

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2.6K Messages

user_wce8ns Yes, please send a Direct Message with your full name and address so that we can see if we can get this fixed on our end. Here are instructions on how to send a DM in case you need them:

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 am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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3 hours ago

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Xfinity App

user_s6ov7a

Gateway Shows Offline in App

XfinityGabriel

user_s6ov7a

XfinityDuron

user_s6ov7a

XfinityGabriel

EG

user_wce8ns

user_wce8ns

XfinityBenjaminM

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