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Belladea
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Saturday, June 8th, 2024 8:58 AM

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Xfinity app not showing connected devices

The app is not showing ANY of my connected devices (ethernet or wifi), network name is Shire and I have confirmed all devices show they are connected to Shire.

I have tried restarting the gateway, gateway is XB7 revision CGM4331COM_6.7p14s1_PROD_sey, firmware CGM4331COM_6.7p14s1_PROD_sey. All of my connected devices get restarted ~weekly.  

I have the app on my Samsung S23 Ultra, SM-S918U, revision 1.0, android version 14. Phone was bought and on Xfinitg Mobile, connected to my wifi network, name Shire.

Gateway IP, DNS servers, and DHCP scope on default settings.

A few areas of the app that show a way to see connected devices do not even take you to that page when tapped, including the search results in the assistant chat, the troubleshooter, the assign devices under family members, and port forwarding. The only way to get there is occasionally on the overview tab there will be a button at the top to see connected devices but that screen will not show any devices.

I have tried uninstalling and reinstalling the Xfinity app.

On the wifi tab if I go to connected to your wifi, tap on manage 1 person (I made the person as part of my troubleshooting no persons existed before that), then tap assign devices for that person it says all devices are assigned. Tapping see connected devices just takes me back to the wifi main page.

Question

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Updated 

2 months ago

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ccRuben

Retired Employee

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729 Messages

7 months ago

 

Belladea Thanks so much for taking a moment out of your day to leave a post on our community forum. We do have a portal available for our Xfinity Home Customers to use on their PC/Laptops. You can find out more here at Xfinity Home Subscriber Portal for Xfinity Internet . Please let us know if you need any further assistance we ware always happy to help. 

 

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0

Hyda0528

Visitor

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1 Message

3 months ago

Was this ever resolved? I'm having the same issue.

3

XfinityJeniece

Official Employee

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2.6K Messages

Hey there, Hyda0528, thanks for reaching out through Xfinity Forums regarding the issues with your Xfinity App. The app is my favorite way to manage my account as it is so convenient. We want to ensure it is working for you. Have you tried any troubleshooting already like uninstalling and reinstalling the app?

 

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

3 months ago

0

LloydP

Visitor

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4 Messages

I’m having the same problem. Just installed a new modem and now can’t rebuild my network or see anything connected. This s*cks.

2 months ago

0

user_iihou0

3 Messages

@Hyda0528​ 

as am I. I log onto my app looking for my WiFi / connecting information but it’s missing. I can’t see devices or make changes. It shows my bill though….

2 months ago

0

user_cwqg3w

1 Message

2 months ago

Having the same issue! My kids Devices are paused and they can’t use them because I can’t unpause the wifi! 

1

XfinityJosephA

Official Employee

 • 

1.5K Messages

user_cwqg3w have you tried using the Xfinity app to un-pause devices on a different device Doing this, then resetting your modem, devices, and reinstalling the app are the most common solutions.

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 months ago

0

user_yzj252

1 Message

2 months ago

Same issue here. It worked on my previous modem, but now nothing. 

3

LloydP

Visitor

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4 Messages

I finally used the admin tool to get my network up and running again. 

2 months ago

0

XfinityBillie

Official Employee

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2.9K Messages

@LloydP I'm happy to hear that you were able to get your network up and running with the admin tool. Are you able to share some of the steps you took to help other users who may be experiencing the same issues?

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 months ago

0

LloydP

Visitor

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4 Messages

2 months ago

0

user_iihou0

3 Messages

2 months ago

In my humble opinion- this seems to be a large scale issue that I hope Xfinity will resolve soon. As a collective, we pay for services to be rendered in a timely manor. If they are not, I recommend Xfinity to recompense for lost time, and inability to use the services that are being paid. 
Respectfully,

Tired of Not Getting What I For Via Corporate Greed. 
🤓

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0

user_ucj4wr

1 Message

2 months ago

This is happening to me as well. The Gateway was replaced with a new one at 2pm today, and since then I've spoken to 3 different xfinity representatives who all can't fix the issue or don't know what I'm talking about. 

2

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LloydP

Visitor

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4 Messages

The Xfinity app does not work for doing the things we did on the old Gateway. I finally had to use the Admin tool to see inside the Gateway and make the changes and see the attached systems. The reps have no clue about this.

Highly recommend using the tool the change the Gateway default password! 

https://www.xfinity.com/support/articles/wifi-change-admin-tool

2 months ago

0

XfinityAdrienne

Official Employee

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1K Messages

Hey there, user_ucj4wr! Thank you so much for taking the time to reaching out to us here on the Xfinity Forums. I am sorry to hear about the experience with your new modem. Did you attempt the steps shared from @LloydP for the fix? Please let us know if you have troubles still. 

 

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 months ago

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