xfinity app gateway offline still have internet

@user_adaa14 Thanks for reaching out to us, are you still experiencing issues with your app at this time?

I activated a new Xfi gateway  yesterday and see the same message on my Xfinity app.

xFi Gateway Offline.

I have internet and was able to, for instance, activate Advanced Security.

Should I just ignore it or try and do something about it?

@XfinityJamie​ 

Another concern I have about the "gateway offline" message is that I am now in my 14-day evaluation period for pod extensions. 

I suppose I can contact tech support

But do you have any insight into whether or not this will affect the Xfinity evaluation of my wi-fi coverage?

@latichever as long as the modem is activated and on, and your devices are connecting to your home network, the Whole Home WiFi Evaluation should continue on as normal :) 

A few easy things to try, if you have not already, would be to log out and back into the app, reboot the gateway, and uninstall and reinstall the app, as the original poster mentioned doing. If those steps don't work, we can try a few things within our systems to work on getting the app to communicate with the modem correctly, just let us know here whether they help or not! :)

@XfinityGina​ 

I've had a few contacts with tech support. Each time they assure me that all is well at their end. They can see my gateway and it's functioning as it should be. They tell me to sign out of my xfinity app and that it will then stop saying "gateway is offline." I've done that and also uninstalled/reinstalled app. Still says "gateway off line"

I have complete internet/wifi and voice functionality, but because the app says I'm offline the app is hobbled. For example, I can't see security activity and events.

I'll give it another try this weekend when I don't need internet for work 

But if you google  something  like  "app shows xFi gateway offline but I have internet" you find many people with this issue going back at least a couple of years. I'd label it  a "known issue."

@user_c66b6e​ 

It's a known issue that extends back at least a couple of years.

I've had multiple voice and chat contacts with tech support and they say that there's nothing wrong with my gateway and they're going to do this or that to fix it so my xfinity app will be functional, but it still say offline.

Hey @user_c66b6e,

We would be more than happy to assist with any applicable issues you maybe be experiencing with the Xfinity App. Are you currently experiencing issues with your services being delivered to the home? Do you also have multiple modems on the account that are not in use? Please let us know at your next available convenience. 

Thanks for your reply and any help you may be able to provide.

I have one xFi gateway that I activated on May 20th. I did need to contact tech support to complete the activation, but the internet, wi-fi, and voice have been solid.

The xFi gateway replaced an old Arris Touchstone TG1682G Telephony Gateway, which has been disconnected. The Arris has not yet been returned to my local Xfinity store, but I'll be doing that in the next few days. There appears to be only one gateway listed on my account, the xFI, which the app says "is offline."

On the multiple occasions I have contacted tech support, no one has mentioned the now disconnected Arris as a possible issue. They basically say things for me look okay at their end and that the issue will be resolved, which it hasn't

Hello, @latichever! Thank you for reaching out to our experts on our Xfinity Community Forum! Our team works around the clock here to solve customer issues and we would love to help you.

Because this sounds like a separate issue from the one OP posted about, please begin your own thread and provide a description of the issue you are experiencing. Doing this will allow us to better assist you as well as help others in the community having a similar issue.

Thanks and I look forward to seeing your new post!

Thanks for your reply. I think it's the same issue as the op's, "xfinity app gateway offline still have internet."

But I will start a new thread.