WiFi and Services tabs no longer showing on the Xfinity app after modem swap.

I’m encountering exactly what the person was experiencing in the thread below.

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

After the technician swapped out my modem, I am unable to see the “WiFi” and “Services” tabs within the Xfinity app to manage the WiFi settings. The internet itself works fine.

I’ve tried going through the activation process for the modem but that did not fix the issue.

Was someone able to find a solution to this? Please help.

Responses

U

user_jko2qf

2 Messages

7 days ago

I’m having the exact same issue. Even tried logging in on an android device to see if it was an iOS issue, but I’m not certain it’s something else in my account. Getting pretty frustrated as no one on the phone is able to help. Was told tonight my issue was being escalated and I would get a call back soon and it never came. Hoping someone on here can get my account refreshed correctly with the new modem.

3

XfinityBradM

Official Employee

•

638 Messages

@user_jko2qf As one of my colleagues suggested in this post, it can take up to 72 hours for certain updates to reflect accurately within the Xfinity app or account management web portal. With your comment being 2 days old already, have you seen the update within your Xfinity app? Do you still need assistance with making changes to your network settings?

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5 days ago

0

U

user_jko2qf

2 Messages

I was able to get hold some of advanced support who removed the old modem from my account and properly refreshed it with the new one. It’s all working as expected now!

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3 days ago

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XfinityThomasC

Official Employee

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2K Messages

Fantastic! @user_jko2qf

Thank you for reaching out on the Community Forum for support and providing that update. We are glad you were able to resolve your issue. Never hesitate to create another public post for any of your future account and service needs!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

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3 days ago

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XfinityRay

Official Employee

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2.2K Messages

5 days ago

Hi there, NTH_17! I am sorry to hear that the tabs in the Xfinity app are not working. They usually show again within 72 hours of swapping the modem. If it has been that long and they don't show, we will need to check that the new modem is listed properly in all of our systems and test your User ID for any problems. If none of that resolves the issue, we get our engineers involved and they get it working through a ticket.

If it has already been 72 hours, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's 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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Xfinity App

NTH_17

WiFi and Services tabs no longer showing on the Xfinity app after modem swap.

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