Hey @user_ndkiwz , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity app. I would be more than happy to offer my assistance looking into this further for you. Have you uninstalled and reinstalled the app? This can sometimes help with a fresh start on the app.
I did try that. Xfinity phone tech support (real person) resolved issue. Problem was that I switched back to my XB6 after having lots of problems installing new XB8. Xfinity chat bot (AI) was able to get everything working on the XB6 and this is when the app showed I was offline. I even reregistered the XB6 to no avail. I ended up finding a solution to my XB8 issue on this forum. Once tech support got XB8 back online I was able to use this forum solution that required app access to set gateway to working configuration. Tech support, chat bot and this forum all helpful - kudos! Where I’m a little disappointed is that the installation instructions for XB8 don’t just say exactly how to set the WiFi security for best compatibility and these settings can only be set in the app and not the gateway 10.0.0.1. Phone support didn’t know how to set it and from this forum lots a customers have the same issue.
I tried that And it didn’t work. Turns out tech-support live person was able to resolve my issue. The problem was that I reconnected my XB6 after having so many problems installing an XB8. Xfinity chat box was able to reconnect the XB6 and get everything working however, this is when the app showed me off-line which turned out to be because the XB8 was the only gateway registered. I re-registered the XP6 to no avail. I ended up finding a solution to my XB8 issues on this forum. Once tech support got my XB8 back online I was able to use the forum solution to get everything working. Xfinity tech-support, chat box and this forum we’re all instrumental in getting my problems resolved kudos! Where I am a little disappointed is that the installation instructions for the XB8 don’t clearly state how to set the Wi-Fi security settings for Max compatibility. This cannot be done on the gateway website 10.0.0.1 and must be done in the Xfinity app. Everything is working good now, but it was a long in two days troubleshooting.
I'm glad more than anything that our support team was able to help get us over the hump! I appreciate your time and patience in working with us on this too, and I appreciate your feedback about the initial XB8 setup, we'll definitely pass that along to the right voices 👍 Was there anything else at all we could do to help?
XfinityJanelle
Official Employee
•
1.7K Messages
9 days ago
Hey @user_ndkiwz , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity app. I would be more than happy to offer my assistance looking into this further for you. Have you uninstalled and reinstalled the app? This can sometimes help with a fresh start on the app.
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user_ndkiwz
Visitor
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3 Messages
4 days ago
I tried that And it didn’t work. Turns out tech-support live person was able to resolve my issue. The problem was that I reconnected my XB6 after having so many problems installing an XB8. Xfinity chat box was able to reconnect the XB6 and get everything working however, this is when the app showed me off-line which turned out to be because the XB8 was the only gateway registered. I re-registered the XP6 to no avail. I ended up finding a solution to my XB8 issues on this forum. Once tech support got my XB8 back online I was able to use the forum solution to get everything working. Xfinity tech-support, chat box and this forum we’re all instrumental in getting my problems resolved kudos! Where I am a little disappointed is that the installation instructions for the XB8 don’t clearly state how to set the Wi-Fi security settings for Max compatibility. This cannot be done on the gateway website 10.0.0.1 and must be done in the Xfinity app. Everything is working good now, but it was a long in two days troubleshooting.
thank you
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