Gateway Shows Offline in App

Question

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.

XfinityGabriel · Answer

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?

Xfinity App

user_s6ov7a

Gateway Shows Offline in App

XfinityGabriel

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