Visitor
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2 Messages
New modem is functioning but the Xfinity app says "xFi Gateway Offline." Please share a solution not an invite to DM tech support.
Just upgraded to the latest and greatest Xfinity modem. Everything connected perfectly. I even got faster speeds. However, when I use the Xfinity app to control profiles and connection settings it says "xFi Gateway Offline." I click on "connect" and then "view WiFi equipment" and I can see all the devices that are currently connected. However, when I click on "people" to access profiles the app says "Your Gateway appears to be offline." In other words I have no control of my own modem.
I contacted Xfinity technical support. They walked me through everything I had already done and still no answers. Here's what I've done:
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Reset the modem
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Force stopped the app and cleared the app cache and and storage
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Deleted the app and reinstalled the app
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Had technical support reactivate the modem
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I've even gotten into settings on the modem through the web connection ( 10.0.0.1) and i can't find anything there to even affect the app.
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Read every Xfinity forum on the issue and all that leads to is "Please direct message us," instead of answering the person posting.
I'm at a loss. The app worked flawlessly with the modem I switched out. But I am already enjoying faster speeds. So, is there a solution to this problem? If so, PLEASE POST THE SOLUTION SO EVERYONE CAN FIX THIS PROBLEM! Tech support means several hours of attempting to talk to someone who really, as of now, has not helped.
CCEdgardo
Problem Solver
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513 Messages
2 years ago
Hi there, @DonJuanElGuapo. Thank you for reaching out to us and creating a post. We will be more than happy to look into these issues for you. Please keep in mind that sometimes the issue is not the same for all customers and can sometimes be related to the activation of your device and the connection to it. It can take some time for the app to refresh to the new gateway that was activated. This is the reason why we advise customers to send us a message and once we find a solution, we do attempt to post it as a comment so that others can see that solution as well. You have gone through all public troubleshooting that we advise customers before advising them to send us a private message to assist. At this time, we would need to access your account in private so that we can verify what is causing the issue.
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EG
Expert
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110.2K Messages
2 years ago
@DonJuanElGuapo here's how.
To send a direct message (private message);
Click "Sign In" if necessary.
Click the "Direct Message" icon in the upper right corner or https://forums.xfinity.com/direct-messaging
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.
[Permission from and credit given to BruceW].
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