Xfinity mobile app/website not showing correcr services, plan or modem

Good morning,

I was given a new xfinity gateway modem yesterday at my local xfinity store to replace an old one. We also updated my plan to have higher internet speeds. Since yesterday, the xfinity mobile app and website does not show the correct plan/services. In fact, it shows that I do not have internet or a modem at all and instead shows that I have flex and voice - which I absolutely do not. This is extremely concerning and I want this fixed as soon as possible. I am unable to make my internet secure or finish updating my settings. Please contact me as soon as possible with a resolution.

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XfinityBenjaminM

Official Employee

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2.1K Messages

30 days ago

user_4whgpk Hello! Thank you for reaching out to us here on our Community Forum. It sounds like the boot file needs to update in the new modem you have to reflect correctly. Normally, this will update on its own. Are you still having the same issue? If you are, please let us know.

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user_4whgpk

Visitor

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3 Messages

@XfinityBenjaminM yes. It is definitely still an issue and I need it fixed asap since I start work Monday and need the internet secure.

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30 days ago

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user_4whgpk

Visitor

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3 Messages

@XfinityBenjaminM though, the mobile app and website still shows the incorrect plan and services. Would the modem cause this within the app? Or is it an app/website issue?

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30 days ago

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XfinityBenjaminM

Official Employee

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2.1K Messages

user_4whgpk The order you had placed to update your plan may still be pending in our system which is why what you are seeing is not reflecting yet. We'll be happy to look at your account and figure out what happened. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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30 days ago

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user_4whgpk

Xfinity mobile app/website not showing correcr services, plan or modem

XfinityBenjaminM

user_4whgpk

user_4whgpk

XfinityBenjaminM

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