Friday, March 1st, 2024 11:31 AM

Xfinity app says device modem offline even though it’s online and working fine

Xfinity app says my device is offline. However, I have internet connection and my TVs are all working fine. I would like to be able to use the app.  Any idea how to fix. I’ve tried reinstalling the app. I’ve tried restarting the modem. I called customer support. 
I recently traded in my Xfinity XFi Modem router for a customer owned Arris G34. The Xfinity website shows the Arris as my equipment.  Help! 

Official Employee


1.4K Messages

3 months ago

@user_jr00cr Welcome to our community forum! I'd like to send a provisioning signal to see if we can get the modem to register correctly in the Xfinity app. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

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