10 Messages
Xfinity App Only Showing 3 Icons (Overview, Services,Account) RESOLVED
Every since I went to the Xfinity store to add the MAC address for my own modem, the app has been useless every since with only limited access. Furthermore, none of the devices appear such as the cable boxes and modem. Also under services, only tv and streaming appears no internet service appear under that tab. Chat with a rep but they were useless which I requested to have the issue escalated 2 weeks ago with no response. Before an agent responds, yes I did the following: uninstalled, reinstalled the app several times. Yes the app is updated. No I did not move, yes I am using the correct login. I can no longer reboot any devices if needed from the app and have to it manually from the cable boxes and modem. This has been an inconvenience and want a resolution.
XfinityChelseaB
Official Employee
•
1.7K Messages
1 year ago
Hello @user_3ki4ou, Thanks so much for taking a moment out of your day to leave a post on our community forum. Once your owned modem is activated on your account, you can use the Xfinity app to:
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user_3ki4ou
10 Messages
1 year ago
I was able to get the issue resolved by Dan. He was the only person on this forum that understood my issue. He had to help me activate the modem a second time even though my modem was already activated by an agent manually and all the tabs reappeared. All of the responses given were incorrect and insulting to my intelligence because I work in IT. I spoke with him personally and located here in the US which made the difference he completely saw what the issue was immediately. To anyone that has the same issue that has a 3rd party modem and had a rep add your MAC address manually, it does not sync with the system right away. Also if you have replaced your modem, it will recognize your old modem which is why only 3 tabs is showing in the app. The statement that if you have a 3rd party modem you have limited access to the app is FALSE and do not believe the agent that is telling you that information.
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