Did you try rebooting gateway? try a hard reboot by unplugging, wait 30 sec, plug back in. Also if you have pods unplug those and back in also. Also try singing out and in of xfi app if the previous does not work.
Thank you for using the Forums to bring this to our attention. Sorry for the experience you're having. I can begin to investigate this. @RobertWy I noticed you are using the xFi Portal? For those of you using the xFi App, what types of devices are you using? Can you please check for recent upgrades and update the app if needed?
Can you also uninstall the app, turn off your phone for about 5-10 seconds, reinstall the app and then let me know if there is a change?
Thanks for trying. At this point, we will need to provide this information to the engineers who will begin investigating and troubleshooting to resolve this. We will provide an update once we receive more details of a possible workaround or resolution. We appreciate your patience and encourage you to share any new details you see on your end that may be beneficial for this investigation.
joey12volt
Problem Solver
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166 Messages
6 years ago
Thanks.. Actually all of that has been done prior to post.
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camfj141
Regular Visitor
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4 Messages
6 years ago
Did you try rebooting gateway? try a hard reboot by unplugging, wait 30 sec, plug back in. Also if you have pods unplug those and back in also. Also try singing out and in of xfi app if the previous does not work.
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joey12volt
Problem Solver
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166 Messages
6 years ago
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Xfinity_Support
Official Employee
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1K Messages
6 years ago
Hello All,
Thank you for using the Forums to bring this to our attention. Sorry for the experience you're having. I can begin to investigate this. @RobertWy I noticed you are using the xFi Portal? For those of you using the xFi App, what types of devices are you using? Can you please check for recent upgrades and update the app if needed?
Can you also uninstall the app, turn off your phone for about 5-10 seconds, reinstall the app and then let me know if there is a change?
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joey12volt
Problem Solver
•
166 Messages
6 years ago
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Xfinity_Support
Official Employee
•
1K Messages
6 years ago
Thanks for trying. At this point, we will need to provide this information to the engineers who will begin investigating and troubleshooting to resolve this. We will provide an update once we receive more details of a possible workaround or resolution. We appreciate your patience and encourage you to share any new details you see on your end that may be beneficial for this investigation.
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