Xfinity app on my phone suddenly showing "Home internet is offline". But it isn't! My home internet is quite definitely online!

I never had this issue before. It cropped up quite suddenly, for no apparent reason.

I tried signing out of and signing back onto the app on my phone. I tried dumping the app's cache. I tried turning my phone's Wi-Fi on and off. Nothing worked.

I own my own modem (AKA, "customer owned"). I even tried turning that off and on. Didn't make any difference.

The only things that have changed recently are that Xfinity has upgraded the neighborhood's fiber optic network and that I have purchased a new Samsung Smart TV. I have not tried to connect my phone with the TV.

Responses

Oldest First

Selected Oldest First

Community Best Answer

XfinityJamesC

Official Employee

•

3.2K Messages

6 hours ago

Greetings, @user_g29l3k! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this unusual Xfinity app issue. You have definitely come to the right place for assistance.

Thank you for detailing all the troubleshooting steps you've tried so far. It seems like you've covered just about everything I can think of that would clear something like this up. I have seen this happen before when someone was using a modem that was no longer on the compatible modem list (https://www.xfinity.com/support/internet/customerowned), although it would be more likely to just see a message about that, instead of what you are describing. Has this impacted your service or performance, by any chance?

(edited)

0

user_g29l3k

Contributor

•

38 Messages

5 hours ago

Thanks for the link. My modem is still on the list, but it's pretty old. Even so, I don't want to spend the money on a new one just yet. Plus this issue isn't a show stopper. So I'll hang with what I've got for now.

1

0

XfinityEva

Official Employee

•

2.7K Messages

Absolutely, and thank you for reaching out! One great benefit of our current offers is that all of our plans include the Xfinity Gateway in the monthly pricing, so there’s no separate equipment cost to consider. You also have the flexibility to lock in pricing for 1 or even 5 years with no contract required. If you decide later that you'd prefer to use your own modem, you can easily make that change without any issues.

Feel free to send us a direct message to check out new plan options.

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link

How to direct message within the forum

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 as Best Answer. tick

Like

Reply

4 hours ago

0

Xfinity App

user_g29l3k

Xfinity app on my phone suddenly showing "Home internet is offline". But it isn't! My home internet is quite definitely online!

XfinityJamesC

user_g29l3k

XfinityEva

New to the Community?