Visitor
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1 Message
Can't see devices and account in some places says it is inactive.
I recently tried to add a new modem to my account because my old modem was not working right. I was able to active the new modem on the mobile app and my internet works, but I can't see the device here: https://www.xfinity.com/support/devices. And now on some pages like https://customer.xfinity.com/users/ it says that my account is inactive. I talked to support before but they say my old account looks fine. I think the old modem is still on the account too and maybe that is the problem. I am not sure, but I am frustrated.
XfinityAmandaB
Official Employee
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2.1K Messages
3 years ago
Hello there u/user_e21a8f thank you so much for reaching out for help with your devices not showing after your recent modem swap! The online account and system can take some time to fully update the device details for some newly activated devices. In most cases, the online information is updated by the next bill cycle after making changes if not reflected right away. Also, some connected devices may need to be reconnected to the network once a new modem is added to be updated as a connected device and may show as the default name.
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