user_tr331's profile

Regular Visitor

 • 

4 Messages

Monday, July 28th, 2025

Why are devices that are connected and in use showing up in app as not connected or not showing up on any list?

I have rebooted my gateway 3 times since last night and I still see the issue. My pool pump controller is showing up as not connected for 35 minutes now. I just used the app to change the pump speed and lights and everything worked. About 35 minutes ago, I see a whole house test and the controller was showing as getting weak signal connected through one of my newest generation Xfinity pods. There are other devices in the same situation.

In addition, I went out a few minutes ago and had to reconnect to our WiFi for an irrigation controller. It hasn’t shown up at all for days. Not online nor in the not connected list.

I would like to understand why these type of situations occur.

Oldest First
Selected Oldest First

Official Employee

 • 

2.8K Messages

24 days ago

Hello, @user_tr331 sorry to have read about this inconvenience. Are you using a Xfinity Gateway or a third party device for routing? Have you attempted to log out of the app and then back in to see improvement? I also recommend checking the app to make sure it doesn't need an update. 

(edited)

Regular Visitor

 • 

4 Messages

I am using Xfinity XB8 Gateway. I have logged out and back in and I have also removed the app and then reloaded it.

Official Employee

 • 

2.2K Messages

Hmm, that should normally clear it up. Tell you what user_tr331, let us take a peek at everything here from our end. We should be able to remotely get everything sorted out. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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

Regular Visitor

 • 

4 Messages

@XfinityThomasB​ Thank you. I have spent hours documenting information in the whole house test results against how devices are connected through the gateway and Pro Extender with strong, weak or fair connections. I discovered one TV that I thought was connected, but showing up “not connected” had lost internet connection at some point. I have another device connected this TV and it was that device that was working. So I understand that one now.  

I still do not understand what occurred with my pool pump controller, but today it is showing up as connected - although with weak connection.

In going through other devices that I expected to see as connected, I am gathering that if a device does not have an IP Address, it will generally show up in the “device not connected” list. I tested some of my water leak sensors and the apps did feed me the notifications though I didn’t actually catch the devices back on the network in the Xfinity app when they functioned.

The irrigation controller I was concerned wasn’t showing up at all had only a generic name and information in the Xfinity app, “wind-e5-08”. It looked more like an smart plug. I googled and buried within the answers I found it could be irrigation. I expected the device vendor information in the Xfinity app would be clear for that company. When I paused it, it was clearly the irrigation controller.

It would be nice if the app provided more tools to research devices between the whole house test and the plain WiFi page in the app. It’s a pain to look at the test to see how good the connection is and then match by name to the WiFi page to see the device details and which equipment it is linked to.

Unfortunately, I am not seeing a place to mark your last response as accepted answer on my iPad, or I would mark it. Maybe I did and am unable to see it.

Official Employee

 • 

2.4K Messages

@user_tr331

Thanks for the response I understand your concerns as what the app shows in regards to the devices that were or or are connected to your home network, sometimes the apps AI intelligence will determine the more information on the device to give you more idea of which device is connected but sometimes you'll have to grab some of the numbers you see that are generic and Google them to actually figure out what device is listed on the app

 

 

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
forum icon

New to the Community?

Start Here