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3 Messages

Thursday, August 18th, 2022 5:36 AM

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Xfinity App Does Not Show Gateway Device Despite Active Internet Connection

My internet connection is working fine.

However, when I log into the Xfinity App, I do not see my Gateway, nor any Devices. This is a huge issue since the Xfi website has been decommissioned, and even logging into my router's admin portal via 10.0.0.1 does not allow me to change any settings - all of this functionality has been moved to the Xfinity app - the same app that is not displaying my Gateway.

Again, my internet connection is fine, and have internet service. However, my Xfinity Gateway does not show up in my Xfinity App - in fact, there is not even a "devices section" in my Xfinity app. There is no way for me to change essential settings (such as ssid/password update, port forwarding, firewall, etc) because they have been stripped from every other place that they could be accessed, including when I directly sign into my router via 10.0.0.1.

See screenshot of Xfinity application below. There is no way for me to access my Gateway or change my Gateway settings - there is no "Devices" section despite my internet connection working fine. I am renting the official Xfinity Gateway.

Question

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Updated 

2 years ago

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12.1K

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user_e813e5

Visitor

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1 Message

2 years ago

I fixed this by resetting to factory settings in admin on a browser and going back through install process then 5 minutes later showed up in the app

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0

Maxtin

Frequent Visitor

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13 Messages

2 years ago

Facing the exact same issue with no devices or options available in Xfinity app. Funny part is I got a new router and can’t even add it as the self install options asks to use the app

4

0

XfinityLinda

Official Employee

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1.4K Messages

Thanks for connecting with us, @Maxtin. We are happy to assist. Have you tried resetting to factory settings in admin as mentioned above? Please let us know your results. 

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

2 years ago

0

Maxtin

Frequent Visitor

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13 Messages

Finally found the solution, Tech team had to send what is called a system refresh signal to equipment. This is geared to align all communication between the app and connected hardware in the home network. Typically, it takes about 5 minutes for the modem to come back online. The app is normally around 2 hours to refresh the profile. After the refresh I was asked to logout of the app and login again. When I logged in again after 2 hours I was able to see the option of addition of new equipment and even though my new router was already active I went through the steps again and was finally able to see the gateway in the app

2 years ago

0

CCChelseaA

Problem Solver

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637 Messages

@Maxtin That is wonderful news! We're glad our teammates were able to help! If any further assistance is needed, please do not hesitate to reach out! We're here for  you! 

I no longer work for Comcast.

2 years ago

0

user_630459

Visitor

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1 Message

Great to hear that a system refresh worked, I'm having the same issues and will see if that solves the Xfinity app issues.

Meanwhile, it's not a solution to only be able to manage my router via mobile app - there are a couple of issues with that off the top of my list: 1) it's a single point of failure which is a technology NONO and 2) mobile screens are tiny and require too many clicks to manage things.

Xfinity needs to reactivate webpage functionality so customers can manage routers via web browser from a computer. 

2 years ago

0

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