Monday, February 19th, 2024 10:04 PM

Xfinity app and website suddenly saying "internet offline"...But I have internet


Earlier today my internet went out for 15 minutes. When it came back online the Xfinity app and the website both say that a modem is not connected and that I am offline. The internet is working fine though. I have an Arris SBG10 for reference, and it was setup back in early January with no issue until now. What could have prompted both the app and the website to not recognize this device anymore?


Official Employee


732 Messages

5 months ago

Hello, BC151! Thank you for your post! Sometimes, 3rd party modems don't communicate properly with our status center and Xfinity app. Can you try unplugging your modem from power for a full 30 seconds? Let us know if that fixes the issue.



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