wjogert's profile

Visitor

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3 Messages

Fri, Dec 3, 2021 3:42 AM

Xfi App shows functioning gateway as offline

Brand new gateway, just received today.  Installed the app and activated the gateway.  Several devices have internet but the app states the gateway is offline, thus all features are unavailable.

This issue has been reported by many customers for the past year, but the thread was simply closed without a resolution.

I have already:

-restarted the gateway

-removed power for 5 minutes and restarted the gateway

-cleared app data and cache

-uninstalled the app and reinstalled

Official Employee

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639 Messages

Hace 6 m

Hi, @wjogert. I can certainly help take a took on my end. I have seen this at times due to the profile being used when logged in. Is this a new user ID you've created or an existing profile you've had for some time? Does the Xfinity App show your current service address and plan? 

Visitor

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3 Messages

Hace 6 m

ID is several years old.  App shows the correct billing address.  I actually can't find my plan information in the app... (?).

I've had the app uninstalled since my original post.  Reinstalled the app just now to check for the information you requested.  Gateway is currently showing "online".

I'll have to keep an eye on it.

Official Employee

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639 Messages

Thank you for keeping me updated, @wjogert. I'm glad the device shows it's now online. If you don't have full access to the app, I'll be glad to help to see why. Are you able to view general information like recent bills, or do you still have limits to what you can do? 

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

Visitor

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3 Messages

UPDATE:

I did find the plan information.  I hadn't noticed the little person icon at top left.  Plan and account information are all correct.

The APP however is unreliable garbage.  99% of the time it reports the gateway as "offline".  The gateway is 100% functional though.  I have wired and wireless devices all successfully accessing the internet, and the VOIP connection is functional.  If I continuously refresh the app it will sometimes finally connect... but more frequently it will just freeze (then I have to force stop in app settings).

Samsung S21 Ultra, Android 12.  I won't bother to monitor this thread.  Let's see if Xfinity ever releases an app update.

Official Employee

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1K Messages

We appreciate the update as well as the feedback. I hope you have a wonderful weekend. 

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
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