Visitor
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1 Message
Xfinity App shows modem OFFLINE despite being connected to it.
I work for Comcast and have a courtesy account. I recently swapped my customer owned modem out for an Xfinity device. I went through the setup process but was forced to call because the app could not recognize the QR code or manual CM MAC input. I had to call in and the agent said they activated my modem for me. The internet started working and I figured all was well.
I've tried to update my WiFi SSID and password every day since then and the Xfinity App continues to tell me my modem is offline. If I go to the WiFi networks to setup/change the SSID/PW it doesn't show an active connection and prompts me to shop for internet services.
I have done the following:
1. Reinstalled the app three times.
2. Tried a different device with the app.
3. Reset the modem several times.
4. Attempted to log in to the modem GUI directly (prompted to download the xfinity app)
5. Attempted to update the information on the website (prompted to download the app)
6. Called customer support (prompted to use the app to update the SSID/PW), advised that I could not, the agent could not assist me.
To be clear, I want to be able to change my information myself, I want to be able to manage my home internet myself. The Xfinity App continues to show that my modem is offline and thus will not let me change any settings.
user_c2f1b4
Visitor
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1 Message
2 days ago
I've been having the same issue for over a month now. Support has been unhelpful in fixing the problem and has only persistently tried to get me to use Xfinity mobile.
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XfinityPaula
Official Employee
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1.8K Messages
21 hours ago
Hello Prizefighter! Thanks for reaching out to us on our Xfinity Forums. I'm sorry for the trouble you are having with accessing the Xfinity gateway through the Xfinity app. You have taken all the steps that we would normally try, thank you for that and listing them. Let's dig into things to see what is causing the hang-up. I'm always happy to help a customer, especially a fellow employee. Can you please send us a direct message with your name and service address?
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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