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Visitor

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5 Messages

Wed, Mar 17, 2021 1:34 PM

Updated Modem to newer xfi modem and now app says gateway offline

I updated to new xfi modem over the weekend and I have done all the activation steps and have received messages all is good and I am able to get online, but the app tells me the gateway is offline and even with refreshing nothing happens. 

Responses

XfinityAmira

Official Employee

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2.5K Messages

7 m ago

Hello , thanks for reaching out to us on our Forums page about the xFi modem showing offline in the Xfinity app. Congrats on upgrading to our xFi modem, which lets you manage your home WiFi network and connected home. I am happy to hear you were able to get it successfully hooked up and activated. Now we just need to correct the app showing it offline, which my team can certainly assist you with.

 

To confirm first, is the modem also showing offline through the website, https://comca.st/3tCO0XC;

Visitor

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5 Messages

7 m ago

No it is showing correctly here in website. The app is where I am having the issue. 

XfinityAmira

Official Employee

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2.5K Messages

Ok great, I just wanted to make sure! When I upgraded to the xFi modem, I ran into a similar situation and I was able to correct it by logging out of the Xfinity app, uninstalling it, reinstalling it, and then logging back in. If you have not done so already, can you please try that and see if that corrects this issue on your end.

 

If it does not fix it, please send us a Private Chat Message so that we can further investigate, we would love to help! Please select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist. Thank you!

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Contributor

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15 Messages

Having the same issue, uninstalling, rebooting, login out and in did not help

Visitor

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5 Messages

7 m ago

That worked! Thank you for the assistance. 

Contributor

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15 Messages

3 m ago

I am having the same issue, I did uninstall the app, rebooted the phone and still the same, everything is working fine but app shows gateway offline, I suspect some kind of cache but there is no specific cache for the app I can clear. I did logout of the app and back on for multiple times as well. Web site works fine, but not the app

Contributor

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15 Messages

2 m ago

same here, uninstalled and installed app on multiple devices, talked to comcast support multiple times, same issue

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