WiFi Details not displaying in Xfinity App

I cannot get to my Xfinity Gateway to see details of my network (used to access http://10.0.0.1). I deleted and re-installed Xfinity app on my iphone. I cycled power, then re-activated my Gateway Router in my home. My understanding is that there is some information that has to be passed/verified to backend processing authorizing/permitting me to access my Gateway on the Xfinity App. When I read the forums, (and I have!) ultimately the experts ask for a Direct Message with more details about my account, but the DM option not visible until a post my first HELP message, which I am doing. Seems like this resolvable, but need Advance Repair Team to sync router credentials to backend server. Any assistance appreciated.

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XfinityDemitrius

Official Employee

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3.1K Messages

27 days ago

Hey @user_7oqw7y, Thank you for visiting our official Xfinity Forums Community support page. We appreciate you taking the time to reach out and share your experience regarding the Xfinity App and wireless network details. We would be more than happy to assist in troubleshooting. When you first open the Xfinity App, do you happen to see a tile that is requesting to start/finish the Xfinity Internet activation process?

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user_7oqw7y

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3 Messages

Xfinity App version is 6.12.0 (1790034705), fyi. Upon initial open, no visible request to star/finish the Xfinity Internet activation process. Upon selecting the WiFi tab at the bottom of the app, no options for WiFi Details displayed, the app reports 0 Connected devices, 0 Offline devices. Pls advise and thank you.

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26 days ago

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XfinityEricB

Official Employee

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3.8K Messages

user_7oqw7y To confirm are you using our gateway in bridge mode currently? Normally the app only shows that if in bridgemode as it's not using it's built in router that the app pulls the data from. The app can't pull the data from your owned router if using one.

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26 days ago

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user_7oqw7y

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3 Messages

I did not intentionally set the Xfinity Gateway router in Bridge mode. Having said that, more info. I have (3) EERO Pro6 devices setup around the house for wifi signal propagation; one of them is directly connected to the Xfinity Gateway via hardwire Ethernet Gigabit cable (Xfinity-to-EERO). The EERO is setup for "Automatic" for DHCP and NAT IP address assignments. I'm thinking that I think I have a dual NAT situation going on, I think the EERO is acting like a 'master' of sorts on its EERO Wifi Network, and will not permit me to 'look back' at http://10.0.0.1 as I could (before EEROs were installed? - unclear). My next steps are to isolate the EERO away from the Xfinity Gateway (unplug it) and plug the Xfinity Gateway directly into my MacBook, I'm waiting on an adapter (Ethernet to USB4) to see if I can directly access the Xfinity Gateway via hardwire. I have no hi-speed gaming devices in house so addressing 'battles' are probably hidden, of sorts... TWO QUESTIONS: 1) Am I thinking of this in the right way? Does this make any sense? 2) Since I cannot access my Xfinity Gateway router, via http://10.0.0.1 or via the Xfinity App, is there anyway on your end you can query my equipment to see if it IS in Bridge Mode? Thank you for pointing me in this direction and I am looking forward to your comments.

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26 days ago

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XfinityJon

Official Employee

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2K Messages

We can certainly look into this further for you.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

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 as Best Answer. tick

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26 days ago

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Xfinity App

user_7oqw7y

WiFi Details not displaying in Xfinity App

XfinityDemitrius

user_7oqw7y

XfinityEricB

user_7oqw7y

XfinityJon

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