Xfinity App Not Showing Gateway

After the last app update the Xfinity app no longer shows my gateway or any connected devices.

Chatted with support a few days ago they said there was a "glitch" in the app causing this. When will it be fixed??

When I select SERVICES the INTERNET section show no gateway or devices.

Note that all wifi and devices are working even though I can't see them.

Responses

XfinityAlfonso

Official Employee

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1.8K Messages

25 days ago

Hello Rj3401 is this still a concern for you? We may need to try clearing App Data, which will log you out to sign in again, or uninstalling/reinstalling.

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Rj3401

Visitor

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7 Messages

Yes still a concern. I have tried both of those

before and I just tried again with no change.

Is there a way I can send you a screenshot showing the screen after I click on SERVICES?

It seems to want me to activate something, but I have not changed any hardware.

Thx.

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25 days ago

0

Hello @Rj3401, Thank you for providing the details of the steps you have already taken. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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.
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25 days ago

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Rj3401

Visitor

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7 Messages

I'm sorry I'm not seeing how to send the Direct Message

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24 days ago

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XfinityShawn

Official Employee

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1.7K Messages

Rj3401 To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

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24 days ago

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Rj3401

Visitor

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7 Messages

Direct message has been sent

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24 days ago

0

U

user_0gddcm

2 Messages

22 days ago

My app is doing the exact same thing

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XfinityThomasA

Official Employee

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2.6K Messages

user_0gddcm - Thank you so much for bringing this to our attention! I'm sorry you're experiencing this issue. Could you please let me know which device you're using when this happens? Have you had a chance to try it on a different device? Also, have you already tried uninstalling and reinstalling the app to see if that helps?

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

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20 days ago

0

Xfinity App

Rj3401

Xfinity App Not Showing Gateway

XfinityAlfonso

Rj3401

XfinityMarshante

Rj3401

XfinityShawn

Rj3401

user_0gddcm

XfinityThomasA

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