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App says modem offline.

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New Poster

App says modem offline.

Activated a new gateway yesterday. It is working great. However the Xfinity app says modem off line. It is obviously is referring to old modem. I called and they said they would look into it. Hopefully someone knows what to do.
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New Poster

Re: App says modem offline.

I'm getting the same message but the gateway is in fact online.  Everything's connected.  The gateway was new in June 2020.  Why am I getting this message?  I was just looking to see the list of all connected devices but can't because of this message.

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New Poster

Re: App says modem offline.

After talking to numerous people who had no clue. I finally found someone who solved it. They had to remove the old modem from my account. Once they did that the app worked great.
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Contributor

Re: App says modem offline.

This has also happened to several of us in another thread. My modem is 3-4 years old and everything was fine until several days ago. so the old modem doesn't seem to be the issue?

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New Poster

Re: App says modem offline.

I don't see how it could be.  I moved in June but in the same neighborhood.  Comcast gave me a new account number at that time.  It worked fine until a few days ago.   Before finishing my reply I decided to check the app again.  Now it asks me to sign in.  I never had to sign in before.  I tried several times & get a pop up that says "that didn't go as planned try again or sign-out".  I don't know WTH is going on.  I think I'll uninstall & reinstall the app.  Very aggravating.