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user_e70641
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Visitor

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8 Messages

Friday, February 24th, 2023 2:40 PM

Closed

Xfinity app shows gateway offline when it isn't

I recently replaced my Xfinity modem with an Arris G34 (Xfinity approved) modem and activated via Xfinity support.

All is working well, but Xfinity app shows "gateway offline" when it isn't.

Per this article the Xfinity app should support a customer modem.

https://www.xfinity.com/support/articles/xfinity-app-activation 

What is the fix to have the Xfinity app display the gateway as online?

Question

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Updated 

2 years ago

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CCHeather

Problem Solver

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1.1K Messages

2 years ago

@user_e70641 Thank you for reaching out to the Digital Care Team. When was the modem added to the account? 

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user_e70641

Visitor

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8 Messages

@XfinityHeather​ Thanks for reaching out. The Arris G34 wifi modem was added two weeks ago.

I also chatted with a support rep, a week ago and removed and re-added the Xfinity app, cleared cache etc. Nothing so far has fixed it.

 

2 years ago

0

CCHeather

Problem Solver

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1.1K Messages

2 years ago

@user_e70641 I would love to investigate this for you! Please send us a message with your first and last name, as well as house numbers to your service address. To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Message" 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”

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user_e70641

Visitor

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8 Messages

@XfinityHeather​ sent a direct message to Xfinity support...thx

2 years ago

0

Montara1Mt

Visitor

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1 Message

2 years ago

I'm having the same problem. App doesn't read the Gateway. Says Gateway is offline. Internet is working. I've restarted the modem and reloaded the app. 

What next?

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XfinityAirelle

Official Employee

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2.6K Messages

Hi there! If you are still having issues, please create your own post, and out team will be happy to help! 

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

2 years ago

0

user_e70641

Visitor

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8 Messages

Hi Xfinity,

I have had a direct message going for a few weeks to solve the issue, but now I am getting no reply. Can you please respond to my direct message to Xfinity Support?

2 years ago

0

CCBrian1

Contributor

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367 Messages

Hello @user_e70641 I'm happy to assist you today. 

Could you please send our team a direct message with your full name and full address? 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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

 

See  https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

2 years ago

0

dougbf

Visitor

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1 Message

2 years ago

Same problem here. I replaced my older Xfinity gateway with the newest one today.  I have internet and Wi-Fi but the app says my gateway is offline.  

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CCAbbie

Problem Solver

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1.4K Messages

@dougbf Hello. If you are still experiencing issues and need assistance, can you please create your own post detailing your specific issues, so we can assist further?

I no longer work for Comcast.

2 years ago

0

user_e70641

Visitor

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8 Messages

2 years ago

Hi Xfinity, 

It is James, the original person that started this thread. I found out what is going on, but I need your help in fixing it. I have been using a direct message thread with Xfinity Support, but now no one is answering.

Whenever the config file gets updated overnight by Xfinity for my Arris G34 wifi modem combo, the internet speed goes to almost zero, and I need to restart the G34. Here is the message I get: 'DS profile config update. DS Chan ID: 193.;CM-MAC=[Redacted];CMTS-MAC=00:90:f0:5b:00:00;CM-QOS=1.1;CM-VER=3.1;.

Can someone please respond to my Direct message?

1

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XfinitySara

Official Employee

 • 

1.7K Messages

Hey there, @user_e70641! I see that we've responded to your Direct Message, and will continue there with you shortly.

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

2 years ago

0

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