Computer is not listed in connected devices

@Tatyana1


Thank you! There are a couple troubleshooting steps we would recommend first but we will work with you until this is resolved. I am just glad its still connecting despite it not showing up in the device list!

Of course, the device will need to be connected to your in-home network and not a hotspot but it sounds like that’s what you are connected to. You will also want to check the default device name and make sure that it’s not listed as this by default in the app. Sometimes it may come up as something other than you expected.

if this still does not work, then please continue on the X-Fi website but clear your cache and cookies and then sign back in to see if this refreshes the page with the correct device list. Please let us know if any of this is helpful 😊.

I don't connect to any hotspot. Why would I connect my PC to a hotspot? This makes no sense. It's connected by ethernet cable, meaning its hard wired, this is the best connection possible. The device name is correct, everything is correct on my end, its your equipment and your website that doesn't work, you guys need to troubleshoot this on your end.

@Tatyana1

Ethernet is the way to go for the best connectivity 😊. I wanted to at least state the system requirements to be sure and for anyone else who may have a similar concern. We are happy to help troubleshoot this further with you. So that I can go through your account and open a ticket and troubleshoot, can you send us a direct message, please?

Here's the detailed steps to Direct Message us:
• 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

@XfinityDevinC  

I mean my computer works and my internet works, I don't really want to spend a lot of time on this, also when I log into admin tool it does show my computer correctly. It's only the XFI website that does this. What can we possibly troubleshoot? But if you think that its vital to my network then I will, what do you think?

@Tatyana1

I am here to help and grateful for your time.

I am also glad to hear that the connection works well and that you can see this device in the admin tool. My suggestion was to troubleshoot with you and create a ticket through your account so any issues with the site can be directly tied to your account for the best resolution. However, we also do regular maintenance on our websites and all our features to fix any concerns or head them off. Please send us a direct message if you would like to proceed.