Xfinity App Not Showing Wifi Option

I'm having this issue tonight on a port forward. Gateway rerouted me to Xfinity website (a page that no longer exists?). The Xfinity website told me to manage these features in the app. And the app is bare bones. Basically an account overview with a whole lot of Xfinity mobile ads.

I just need to setup a simple port forward. - on Android

Hello user_2g9k28

We wanted to check in to see if you are connected? Appreciate you sharing your experience to get us in the loop to help. 

@erindod13 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

Hey @user_t57bh0 we're sorry to hear you are having these issues with receiving assistance. We'd like to help out! Please send us a direct message with your full name and service address to get started.

To send a direct message: 

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
• 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

Do you have a resolution to the problem? I can access wifi settings via 10.0.0.1, but now via xfinity app. BTW, when I use xfinity website I do not see my Xfi either. 

@smenaker Good afternoon! Thank you for taking the time to reach out to our Community Support Team for assistance with your profile and services. I can see not having access to all of you options would be frustrating. I'm happy to help today. Before we begin, can you please tell me if you are the Primary or Manager of your Xfinity account? 

Just wanted to close the loop here since no one ever does. I ended up finally getting a person on the phone and she said that the old Xfinity modem was still registered instead of the new one. I gave her the MAC address of my modem, she provisioned it, and I had internet in 5 mins. Wouldn’t you know it - the WiFi option now displays at the bottom of the app. Go figure. 

THANK YOU.  Yesterday my comcast modem failed and had to swap in a new one, and that the same problem: could no longer change wifi or other options.  I used the app to (re?)activate the modem and now the wifi panel shows up.  This solved my problem, just like it appears to have solved yours.  Hopefully people will find this faster than I did (30+ minutes googling).

Hello, @user_z8512c please tell us what troubleshooting steps you've taken so far. For example, have you used the Xfinity App's troubleshooting tools to make sure your network has been properly configured? Restarting the modem to refresh your permissions? 

I completed all troubleshooting steps multiple times with multiple techs. I was finally able to resolve the issue by going to my local Xfinity store who issued me a new router. Once registering the new router in my account all features reappeared in my Xfinity app. At this time I’m unclear on what actions actually fixed the account, the new router or the re-registration. I was told the issues I was experiencing was a backend software bug, but no one seemed to have a solution. Every tech I spoke to had never see this issue before and didn’t understand what I was trying to describe. This issue should be part of Xfinity’s troubleshooting playbook once the solution is understood. The non ability to send a screen shot to support is frustrating as describing this issue over the phone or in a text is difficult for a tech on the other side to understand as it seems none have experienced before. This thread should be enough proof that many are seeing this similar issue and Xfinity should again understand the problem and add the solution to the technical solution playbook so others don’t go through this frustration. To make it clear none of the trouble shooting steps offered by techs solved this issue, only returning my relatively new router/modem for the latest router/modem and/or the registration of that device. 

Hello @user_z85l2c, thank you for taking the time to reach out on social media to share your experience. While we're checking on your account, do you have any other concerns we can help with?

Hi there, just to make sure I understand:

- You updated your modem (is it leased from Xfinity or did you purchase your own?)
- You went through the self-activation flow

- You have in-home connectivity but do not see the WiFi tab

Did I get that right? If you have your own modem, you may need to activate again. WiFi tab does not display unless the modem is activated.

I too just got my new XB8 modem because of message about needing to upgrade my modem\router.  I had trouble setting it up as well.  Called and Xfinity support had to manually do everything.  I need to port forward and have access for setting up DMZ and the WiFi button does NOT exist in the app.  I too only have the same 3 selections on bottom of the Xfinity app.  I then called back and was on phone for about an hour and still nothing can be performed.  I was told it would have to go to next level and I've never heard anything back since. 

It's now days later and I've uninstall\reinstalled the Xfinity app and still nothing. 

I was able to fix the phone app.  What you have to do, even though it had to be manually configured over the phone by Xfinity Support, because the initial Activation failed. 
Go to Account icon of the ONLY 3 on bottom of screen.

You should then see mid way down on that page the Activation again.  I went back through it and walked back through everything and this time it was successfully activated again, which then also gives you all the proper icons on the bottom of the Xfinity App screen.  It didn't affect my connection while doing any of this.  So it's probably the fact that the ONLY way to get those icons is to have a successful Activation via the Xfinity Phone App period.