Now customer - app shows gateway offline and website shows gateway status unavailable

Hi,

I've been a Now customer for about 3 weeks.  When I go info the xfinity app, my gateway shows offline.  On the website, the gateway shows status unavailable.  The internet has been working fine.  I reached out to support and they said they sent refresh signals and that would fix it but it didn't  I unplugged/replugged the gateway, same thing.  It's not causing an issue but unsure if this is normal or not.

Thanks