Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_98ey0b
1st Topic

3 Messages

Monday, January 6th, 2025 3:44 PM

Just upgraded to new modem and Xfinity app features are missing

I'm having the same issues described here in this post: https://forums.xfinity.com/conversations/xfinity-app/xfinity-app-missing-the-services-wifi-and-security-tabs-after-i-had-to-swap-out-damaged-xb8-modem-for-xb7-modem/64ca7c49176e642d0138c620

Xfinity support technician replaced my modem this morning and suddenly several of Xfinity app's features are missing, and I can no longer see Wifi Details, Assign Devices, etc. 

Question

 • 

Updated 

4 days ago

20

2

0

Was this helpful?

EG

Expert

 • 

108K Messages

6 days ago

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

0

0

XfinityEricB

Official Employee

 • 

1.8K Messages

4 days ago

 

user_98ey0b Thanks for reaching out about the app losing some feature functions after a device swap. I would be happy to help get this fixed for you. To confirm, is the new device that was set up the one being reflected as the active device in the app?

 

3

0

user_98ey0b

3 Messages

Hi, yes it is correctly displaying the new modem as active:

Model Name cgm4331com

Like

Reply

4 days ago

0

XfinityEricB

Official Employee

 • 

1.8K Messages

 

user_98ey0b Thanks for the information. Let's take a look at the device to see if there is anything preventing the features from working in the app.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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

Like

Reply

4 days ago

0

user_98ey0b

3 Messages

@XfinityEricB​ Just sent the DM.

Like

Reply

4 days ago

0

forum icon

New to the Community?

Start Here