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.

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XfinityThomasC

Official Employee

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2.7K Messages

1 day 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)

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user_tr331

Regular Visitor

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3 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.

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9 hours ago

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XfinityThomasB

Official Employee

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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.

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8 hours ago

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Xfinity App

user_tr331

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

XfinityThomasC

user_tr331

XfinityThomasB

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