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Connected Devices Not Showing

Regular Visitor

Connected Devices Not Showing

I have seen this topic elsewhere but have yet to find a solution. I currently have 6 devices connected to my network. 1 via Ethernet and the other 5 via WiFi. Yet when I use my xFi App or go to my modem Configuration Page it’s only showing 2 devices being connected. The Ethernet device always shows and one WiFi device is showing but the other 4 connected devices connected via WiFi aren’t showing on either as connected even though they clearly are. I have rebooted my modem, uninstalled/reinstalled xFi, and renewed lease on all WiFi connected devices and nothing helps. I don’t seem to be the only customer having this issue and it’s becoming a real hassle. My kids are able to get around the parental features as well as time limits all because their connected devices aren’t showing up on my network. This is a huge issue that needs to be addressed as I am sure like any parent; I don’t want my 15 year old daughter up till 3am on a school night using her iPhone. That’s why I intrusted Xfinity and use the parental/time restraints offered on xFi and modem Configuration Page. Someone; please help. I’m at my wits end and don’t know what else to do beyond just disconnecting the internet at night. And before I am asked; yes, I checked all connected devices to ensure that they were indeed connected to my home network on each device. So the issue isn’t the devices. It’s with the network, modem, and xFi app.
Frequent Visitor

Re: Connected Devices Not Showing

As you stated, this seems to be a major new issue likely cropped up in some recent firmware updates for the routers (Comcast is pretty mum on this but it's the obvious culprit).  I am right now browsing the internet with my phone which is connected to my Wi-Fi and the xFi and Admin console screens both list that device as not connected.  My other phone is by my side and has the WiFi turned off for the past half hour and it still shows up as connected in xFi and VERY oddly doesn't show up AT ALL in the Admin Console screens (neither connected nor disconnected).  It's amazing a bug this huge got out of Philly wihout being noticed, they should at least do a rollback on the routers until they get this fixed as this is a big issue.  Comcast seemed like they were on a roll for a while a few years ago, but lately they are really dropping the ball on a number of fronts.

New Poster

Re: Connected Devices Not Showing

I am having the same issue. It shows that my phone is not connected when it clearly is. It makes me wonder if things that are “not connected “ really are.
Silver Problem Solver

Re: Connected Devices Not Showing


@RobinTW wrote:
I am having the same issue. It shows that my phone is not connected when it clearly is. It makes me wonder if things that are “not connected “ really are.

My XB6 gateway appeared in my xFi app yesterday; it shows a not connected.

I have a total of 23 devices not connected, including all my X1 STB's and my family's phones that aren't on the premises.

Each day, my number of connected devices varies from 13 to 17+.

I have no idea why devices show as not connected.

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Official Employee

Re: Connected Devices Not Showing

If you are still experiencing this issue, we would like to look into it further.

Can you please send me a screenshot of xFi showing the device in the wrong status, as well as a screenshot from the device at that same time showing that it is connected to your home network?

In addition to those, I would need to know the date and time that these screenshots were captured (timestamp I can usually get from the screenshots, but please include it just in case). 

 

Thanks!

 


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New Poster

Re: Connected Devices Not Showing

How do I send you a screenshot?
Contributor

Re: Connected Devices Not Showing

I am also experiencing this issue..

 

New Poster

Re: Connected Devices Not Showing

Same here. People are connected to my net and their devices aren't even showing up for me to restrict or anything.

Contributor

Re: Connected Devices Not Showing

The "new device connected to your network" alert is also not working...

Regular Visitor

Re: Connected Devices Not Showing

I am experiencing the same issue all the others are talking about.  I have a snapshot of my daughter's phone connected to our Wifi, but from the xFi app, it shows as disconnected. To repeat the question asked - how do we send or post snapshots?  I can't find a method from my phone, so I switched to a laptop and while there is an "insert image" link, the form that comes up doesn't allow you to browse and select images to attach to the post. @ComcastBrittany, can we send snapshots to you at an email address?

 

Official Employee

Re: Connected Devices Not Showing

When using a web browser from a mobile device, you should see a link "Choose Files" from there you can upload images from your phone/tablet. 

When using a laptop you should see a button for "Photos" with a camera icon. If you selece there, there should be a "Choose Files" button that you can use to upload a picture from that way. 

 

Hope this helps. 


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Regular Visitor

Re: Connected Devices Not Showing

Daniella,

All I see from my browser when I reply to a post is a form that has two fields, the subject and the body. I can paste text into the body but no pictures. On the laptop I saw and clicked on the icon to attach files or images but the form it brings up doesn’t have a way to browse to the files. One field in the form asks for a path to the file but doesn’t give any guidance how to specify the path to files. I tried “C:/“ and something like “file:...” but neither worked.
Contributor

Re: Connected Devices Not Showing

I had the same problem finding how also. Sign into your account.  

  1. Click Here to go to Daniela's profile.
  2. Top right - click Send Message.
  3. You will see the camera icon in the ribbon.

 

Hope this helps

Regular Visitor

Re: Connected Devices Not Showing

@HeyDaddy, thanks for that info, however that camera icon is the icon I was referring to in my last post. When I click that icon, for whatever reason the form that pops up doesn't seem to allow me to enter a path to a picture. It gives me four fields - Source, Description, Dimensions and X. In the Source field is where I tried a variety of paths to pictures on my hard drive, but when I tried to look at the HTML or Preview versions of the message, it shows a broken link icon, not my picture. I'm guessing I'm missing something, or maybe should be using a different browser, because whatever I'm doing isn't allowing me to attach pictures.
Regular Visitor

Re: Connected Devices Not Showing

Looks like it's the browser. Works with IE, but not Edge.
New Poster

Re: Connected Devices Not Showing

Lots of people seem to be experiencing this issue. What has been the resolution? I am experiencing it right now. Hard to control your kids WiFi when the app doesn’t work.
New Poster

Re: Connected Devices Not Showing

Same problem here.  I'm showing all my devices as Not Connected including the one I'm using now.   This is ridiculous!  What's the point Xfinity?  This advertised feature is useless. 

New Poster

Re: Connected Devices Not Showing

Having same problem. Why is no solution posted yet?
Frequent Visitor

Re: Connected Devices Not Showing

Same problem. Comcast Brittany are you still working on this?
New Poster

Re: Connected Devices Not Showing

Glad it's not just me but wonder if it will ever get fixed Comcast hasnt even been able to remotely restart my gateway lately no devices are showing connected which means I can't port forward the devices i want
New Poster

Re: Connected Devices Not Showing

I have this same problem, missing devicesm devices not connected. worthless app. Comcast: are you actively solvingthis problem?


New Poster

Re: Connected Devices Not Showing

I’m having the same problem intermittently for a while now. I haven’t tried using the parental controls feature but it was a problem when I just tried to troubleshoot a disconnect. I’ve been working on my laptop all day. All of a sudden, it disconnects from VPN. So I start investigating, the computer says it’s connected to Wi-Fi but no internet. Cell phone is working fine. I pull up iPhone app and it says the laptop is not connected. My iPhone is also not listed as connected even though it so obviously is. While I’m doing this, randomly the laptop gets back online. But there’s no update to connected devices on the XFi app. I did nothing but literally just wait. It is frustrating if you can’t actually rely on whether a device is connected or not.
New Poster

Re: Connected Devices Not Showing

I'm having the same issue. Just replaced my router (for other reasons, it crapped out and wouldn't power on, less than a year old btw) and there's no change to the problem.

 

My Apple TV (which isn't on) shows up; my Chromecast (kind of always on in sleep mode I think) shows up; and my laptop (on) shows up. My iPhone, which has the app on it, doesn't show up.

 

Sounds like this has been a problem for at least six months based on this thread. Any resolution yet, Comcast?

Official Employee

Re: Connected Devices Not Showing

Hi brhiba, I would gladly help review this further on my side for you.  Please send me a private message with your full name to begin.

 

Thank you 


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New Poster

Re: Connected Devices Not Showing

I'm gonna throw out an answer to this which I would be willing to wager is the answer to the question as to how many devices are connected, although in regards to them bypassing the parental filters you can probably blame that on VPN. Yes your kids know how to download a VPN to bypass parental filters, I guarantee it. 

 

Aside from filtering, in a nutshell, you will see device count fluctuate quite often when any of the devices are in some sort of "power saving mode". You may have 5 phones added to the wifi but that doesn't mean they're all talking to the internet. Laptops and phones in particularly will almost always have momentary pauses in network activity because they're not actively using data and will basically turn off wifi to conserve power.

 

If you wanted to test this theory, get 4 devices on your network (laptops or phones) then use command line or an app for phones to ping something like google non-stop. I'll bet you a dollar that your device count stays at 4 the entire time those devices are pinging google.

New Poster

Re: Connected Devices Not Showing

I"m having the same issue. I can see some devices connected, and others aren't. Right now this PC I'm using says it's not connected. Could be a firewall issue I'm guessing, but for mobile devices, that wouldn't seem to be the case.

 

 

And like previous users, the camera button does not allow me to attach anything.

Official Employee

Re: Connected Devices Not Showing

Hello rmjones10. Thanks for visiting and posting on the Forums. I can assist with troubleshooting your connected network devices not showing up. Please send me a private message and include your full name so I can assist you. 


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New Poster

Re: Connected Devices Not Showing

Same here... solution?
Frequent Visitor

Re: Connected Devices Not Showing

Let's keep this thread alive. Same problem for me. Anyone at Comcast working on this?

Official Employee

Re: Connected Devices Not Showing

Hello, all, I would be happy to help. Because this is not a known issue, we would need to troubleshoot this on a case-by-case basis. Please feel free to reach out to me in a PM to research this further together. 

To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”


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Official Employee

Re: Connected Devices Not Showing

Hi all, I would like to offer my apologies for the delay in this issue getting resolved. I understand the impact this may have had over the past months, but the teams have been working on this.

 

For customers with xFi Pods, the issue is resolved. If you are still seeing this issue please let us know and we can investigate.

 

For customers without xFi Pods, the issue is in the process of being fixed for each Gateway model. Customers with an Arris 3482G should see resolution over next few weeks.

I will provide updates on the other Gateway models when available.


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Frequent Visitor

Re: Connected Devices Not Showing

I have the xFi pods and the problem exists. The pods show as connected - one is ethernet attached. The other attached device is our Samsung tv. There are 9 devices showing as non-connected. The Comcast router is Tecnicolor.

 

I frequently drop the wireless connection- not sure why or I am connected but no IP address. 

 

Thanks,

 

Lou Nihoul

Frequent Visitor

Re: Connected Devices Not Showing

Seriously, ComcastAlly?  This is a known issue that has been reported time and time again for the last 9 months.

 

See https://forums.xfinity.com/t5/Xfinity-xFi/Connected-devices-show-as-not-connected/m-p/3224711#M10891.

 

Geesh!

Highlighted
Official Employee

Re: Connected Devices Not Showing

Hi @Anon31999, a few questions for you --

Do you have any additional pods or WiFi extenders on the network that are not xFi Pods?  

The xFi Pods do not currently support ethernet backhaul. The pod that you have connected via ethernet, is this an xFi Pod that is hardwired to the Gateway? 

 


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Frequent Visitor

Re: Connected Devices Not Showing

It is a xFi pod. I could not get the 3 pods to stay online until connected one pod via ethernet. I only have 2 pods active at this time since it has been more or less stable. I will add the 3rd xFi pod soon. BTW the Samsung tv shows as connected on the desktop app but not on the mobile app. 

I have a Netgear extender, AC750  that I'm not using.  I might try adding it. 

 

If you need anything else  ot hve any suggestions let me know.  

Official Employee

Re: Connected Devices Not Showing

Anon31999, thanks for the info! Can you send me your full name in private message so I can reach out to tech ops for you? 

 

Ken


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Frequent Visitor

Re: Connected Devices Not Showing

NOt sure if this is private or not <Edited>

New Poster

Re: Connected Devices Not Showing

All, this is not a new issue and it is happening to absolutely everyone.  So, with that said, Comcast, get off your rearend and fix this already.  Unbelievable.

 

I would think it would be easier to fix the Xfinity xFi app, rather than do a firmware update for all the different flavors of modems out there....but no, that would make too much sense.  Again, unbelievable.

New Poster

Re: Connected Devices Not Showing

I just installed xFi and have this problem. My gateway is an Arris TG1682G. When will know when the problem is solved? A notification would be nice
Regular Visitor

Re: Connected Devices Not Showing

Good luck with the notification you ask for.
Official Employee

Re: Connected Devices Not Showing

@Anon31999, This is a public thread and we ask that you refrain from posting your personal information here for your security. You are welcome to message either Ken or I by clicking our username, on the next page to the right you should see a blue button that says "send a message".

 

We look forward to your reply so we can further assist.


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Frequent Visitor

Re: Connected Devices Not Showing

Same modem here: Arris TG1682G. Same problem for over 10 months.

When can I expect a resolution for this modem?

New Poster

Re: Connected Devices Not Showing

TG1682G any news?

Official Employee

Re: Connected Devices Not Showing

TG1682G any news?

AestenD, feel free to send me a private message with your full name so I can look into this device recognition error further. 

 

Ken


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New Poster

Re: Connected Devices Not Showing

Somehow I managed to fix it myself... I was going through and "forgetting" every single old device and one of them must have been buggy or something. But before that cleared up, I had gone through a factory reset and even changed the WiFi name, so there was no way that some of those devices could have been connected, especially since one of them (an extender) had been physically unplugged for days!

Official Employee

Re: Connected Devices Not Showing


@ComcastBrittany wrote:

Hi all, I would like to offer my apologies for the delay in this issue getting resolved. I understand the impact this may have had over the past months, but the teams have been working on this.

 

For customers with xFi Pods, the issue is resolved. If you are still seeing this issue please let us know and we can investigate.

 

For customers without xFi Pods, the issue is in the process of being fixed for each Gateway model. Customers with an Arris 3482G should see resolution over next few weeks.

I will provide updates on the other Gateway models when available.


 

Hi everyone, I wanted to provide an update on this. 

 

This issue should be 100% resolved for all customers with an Arris 3482G and Technicolor CGM4140COM. 

We are still working on getting the code fix implemented for customers with an Arris 1682G and a Cisco 3941T. I will update this thread when I have more information for these. 

 

 


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Frequent Visitor

Re: Connected Devices Not Showing

The system is working better with much more consistency but all connected devices are still not showing. I have a Technicolor modem and xFi pods. I really don't care if all devices don't show as long as I can connect and that does not seem to be a problem, but I'm uncomfortable when an app does not perform as advertised. 

 

Lou

Frequent Visitor

Re: Connected Devices Not Showing

Thank you for the update, Brittany.  I've got the Arris 1682G and will be waiting for word of a resolution for that one.  It's good to see some progress!

 

New Poster

Re: Connected Devices Not Showing

I have this same modem. Any update on progress?
Frequent Visitor

Re: Connected Devices Not Showing

I have been a customer for less than a week and have the newer XB3 modern router I believe. I have numerous items showing as not connected even though they are. This iphone I am using to post this message for starters. My wife and daughters iphones, an imac, a ps4, a firestick and a windows laptop. The items sometimes flash on as connected but never stay that way. This seems to be a long standing issue and renders the xfi app pretty useless in all honesty. If it can't be fixed I think I'll dump their router and xfi app and buy my own.