Visitor
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2 Messages
Modem appear offline in the app.
Hello, I changed the router a few months ago and noticed the app shows it as offline. I read in a post that it might take some time to appear in the app, so I waited. However, it’s been several months and it still appears offline—I can’t manage it or see connected devices. The internet is working fine; it’s just the app that isn’t.
I tried unplugging
I tried re installing the app
Chat support did not help at all.
EG
Expert
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117.1K Messages
2 days ago
Concern moved here to the Xfinity App help section for assistance.
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XfinitySean
Official Employee
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573 Messages
5 hours ago
Hey there, and thanks for stopping by our community forums to let us know about your issue! I apologize that your equipment isn't showing up correctly in the Xfinity App. Our team can absolutely take a closer look to see what's sticking on our side! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll dig in!
Here are the detailed steps to direct message us:
• 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
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