SB8200 Modem

I've been having a lot of modem issues the last two months. Currently, I'm trying to get a SB8200 modem to show up as active in my xfinity app. The modem lights are powered and I get connection, but in the xfinity app, the modem shows as offline ("Your home internet is offline").

I have tried:

- unplugging/plugging in the modem repeatedly
- uninstalled/reinstalled xfinity app

- activating internet equipment through the app multiple times.

The modem is connected to a wireless router, my devices are a mix between wired and wireless. Can someone please help troubleshoot why I cannot see my modem in the xfinity app? Also make sure all the settings are correct for the modem?

Responses

XfinityAirelle

Official Employee

•

2.2K Messages

1 month ago

Hi there,

user_kouf83

We are sorry to hear that you are having issues seeing your new modem in the Xfinity app. Our awesome team is happy to help! The app does not update in real time and can sometimes take up to 72 hours to update. If you are still having issues after that time, feel free to let us know, and we will guide you further into troubleshooting!

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user_kouf83

5 Messages

Hello @XfinityAirelle - it has been more than 3 days and the app says 'you're offline'/'your home internet is offline'. Are there any more steps I can take instead of just waiting and hoping it will change?

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1 month ago

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XfinitySheila

Official Employee

•

847 Messages

user_kouf83 Glad you reached out! I'd love to help.

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.

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1 month ago

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Your Home Network

user_kouf83

SB8200 Modem

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