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Xfi Shows Gateway Offline, but WiFi Working Properly

Frequent Visitor

Xfi Shows Gateway Offline, but WiFi Working Properly

The XFi app usually shows a list of my Pods and what devices are connected to which Pods/Gateway.  Yesterday, the XFi app started displaying: "Your Gateway may be offline", but my WiFi was working properly.  Is there some problem with the XFi app?

Contributor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Mine too, Minneapolis, MN. Not on the App but website online Xfi icon link.

New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Mine’s been doing the same, in the Seattle/Tacoma area. App is updated, and internet is working great. Same “Gateway may be offline” message.
New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Mine has been doing the same on the app and website, since yesterday.
Contributor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Still the same in Minneapolis. Don't want to reboot the modem as everything is working great with very good speeds, two college kids need online and I need it for work. Will give it a few days see what happens.

New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Mine has been doing the exact same thing. Any updates from the provider?
Frequent Visitor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

When I go to Xfinity/My Account/Devices, I get the same problem - error message: "We can't connect to your device".  The first thing you are told to do is reboot the Gateway.   My Internet services were working fine, but I rebooted anyway.  The Internet services returned after the reboot was finished, but the same problems remain with XFi and Xfinity/My Account showing they cannot connect to the Gateway.  With so many of us having the same issue, the problem is clearly on the Comcast side.  I suppose eventually they will get around to fixing it.  At least all the Internet services are working.

Contributor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

My issue only happens when I click on the Xfi icon on my desktop web site. If I go to account, devices, status center it shows "everything looks good" and internet and voice ARE connected. So you it appears to be something on thier end of the Xfi service icon link.

Official Employee

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Hello @Rick_Bradenton and others affected by the issue with the xFi app functionality. We appreciate you all for sharing your experiences and what you see when trying to access the app. I wanted to let you know that we have identified a cause for this. Multiple agent-facing and some tech- and customer-facing tools and applications are being impacted due to a third-party issue. We apologize for the inconvenience, and we’re working as quickly as possible to restore functionality. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Contributor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Thank you for the reply, please note this is occurring on web site access as well via desk top computer on the Xfi link icon.
Regular Visitor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Is there any update on this issue? I'm trying to set up Port Forwarding and the admin tool will not allow me to do so, it just redirects to the xFi page and tells me my Gateway is offline, while my network and internet are working fine.

New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Still nothing from Comcast? Guess they aren’t working this holiday weekend to resolve the issue.
Contributor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Mine appears to now be working properly, on the website side, I do not use the app.
New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Me too! My xfinity app is hosed. I cannot get to anything on the xfinity app. This message pops up and the only options are to see my WiFi name and password or to hit “Help me fix this”. The WiFi link shows my WiFi and password (which in itself is bothersome). And Help me fix this takes me to three blinking dots that go in forever.
New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

I have the same problem. When do you expect to fix it? Thanks
New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

I am having the same issue.

Regular Visitor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Come on Comcast- when will this be fixed?
Regular Visitor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

When will this be fixed? It is happening on the app and desktop version now.
New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

I'm in Florida and I'm having the same problem. This has been going on already for a week. We need this function to setup the router to do work. How long will it take for Comcast to fix it?

Frequent Visitor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Initially, nothing happened after I rebooted my Gateway.  However, by the next day, the XFi app and the web-based XFinity site started working again.  I suggest rebooting your Gateway/Router and wait a day or so to see if the problem goes away.

Regular Visitor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Thank you. Will try that tonight.
New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Same problem in Naperville, Illinois.  It's been doing this for several days.  Any idea when this problem will be resolved?  Thanks!

New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

It has been a week since Comcast said they were aware of the issue and were working on it. Is there a known solution yet? I have had this issue for over a week now.
Contributor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Mine was working good until just now. Modem rebooted by itself so I assume Xfinity did that? Now I can view connections on the web site under Xfi icon but if I go into my account, devices it says looks like your modem is not repsonding.  Same on the status center and the my account app. Something is up again, was working for 4-5 days. Internet and Wifi are working normal, fast.

New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Its Shame that they are not able to Fix it for almost 2 weeks now !!

Contributor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Mine working properly once again, online web page that is, I do not use the Xfi app.

New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Same issue here in the Nashville area for about the last two weeks with no resolve.

New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Well, it's still happening, my Xfinity phone app, just started doing exact same thing.

Internet all good, wifi good, App says gateway not online..

 

New Poster

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

Mine's been like this for months now since I set up my replacement gateway. But now I'm at the point where I need to actually get into the details and settings of it and still can't.

Frequent Visitor

Re: Xfi Shows Gateway Offline, but WiFi Working Properly

It's still an issue many months later with no resolution... And the Xfinity call center was unaware of the issue and had me do three resets of my router (of course to no avail). What good is paying for a service that cannot be managed?