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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.
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.
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).
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?
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.
I have this same problem, missing devicesm devices not connected. worthless app. Comcast: are you actively solvingthis problem?
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?
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.
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.
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.
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.”
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 3842G should see resolution over next few weeks.
I will provide updates on the other Gateway models when available.