Xfinity app issues

@XfinityGabriel​ 

I’m user Homer712 and I am the responsible for the post that started with “I used the Xfinity app to install a new modem the other day. The installation went incredibly smoothly, and I'm online. But, the Xfinity app is telling me that I’m not online”

Not only have I logged out and back in, and the issue persists. I also tried deleting the app and then reinstalling it, and the issue still persists. But, I also spent almost two hours on the phone with an Xfinity support person, and he was stumped as well. Every time he looked at my account, it was still showing the modem that I had just replaced. And, this issue is not new. If you do a search online for “Issues with Xfinity app saying you’re not connected to the internet”, items from this same community going back five to six years will come up. And every instance has at least 15 to 20 posts about the same issue I’m having. I’m online, yet the Xfinity app is telling me I’m not.

Just for reference, I’m on an iPhone. So, as for the app itself. If you delete the app (it states that its data will be deleted as well) and then download it again and try to login, it tells you that you are already logged in. So, that tells me that no data associated with the app ever gets deleted.

I welcome the experts, as this issue has been around for years, and somehow or other, has remained and issue for years without ever being addressed by Xfinity. I suspect that one of two things is at play here. Either the app itself is faulty (not deleting the data associated with the app), or there are issues at the Xfinity accounts end with actually registering the new modems.