AHamilton1976, thanks for posting. Have you confirmed the connected statuses with your sons' phones?
I'm having the same issue. My son is sitting right next to me and is watching YouTube on his tablet. It's not showing up on the app as connected. Neither is my wife's phone. They have before. Obviously, my son is now bypassing the time restriction. And yes, I have rebooted gateway and logged out of app, and did everyother of the usual generic recommendations.
Check to see if you can find the device in the gateway's list of connected devices.
And same here. The app says my iPhone is not connected... but I'm using that device to ACCESS the gateway with the app!!!
I reinstalled the app, but did not restart the gateway box as I'm afraid that if I shut it down it won't come back!!
All my devices are working just fine. My guess is the problem is in the xFi app and that it will get fixed in the next version... which will probably be very soon.
I connected my computer (running Windows 8) at a friend's house. I then changed my comcast email and password for the account. I tried to delete the connection, but it will not forget the network / password. The device also doesn't show up under Services > Internet > Xfinity WiFi Hotspot Connected Devices > Manage Devices. I talked to an Xfinity rep and they didn't know what to do, and said that I needed to delete the connection settings on the device, even though I'm having an issue of not being able to remove the network / password.
So my options are, remove the usb wireless adapter from inside the computer, or disable the network in the network adapter settings. Neither are doable when I'm not physically at the device. If there's a solution to this problem, I think we would all appreciate a link.
The team is investigating reports of devices showing incorrect online/offline status in xFi. I do not have an answer for you at this time as it's difficult to troubleshoot, but please know that we are looking into it.
I have the same issue. Chatted with Comcast support a few months ago who confirmed there is no known solution. It's incredibly frustrating, since it seems to happen all the time. Devices that I know are online (I'm actively using them on wifi, can Ping them from my Windows laptop) show in the xFi App, website and in the router web interface (10.0.0.1) as offline.
I am seeing the same thing. The device in question is connected via ethernet cable. I am wondering that because it is set for private network via windows 10 networking that perhaps that is a factor in not being recognized?
Cross posting this from another thread:
At this time, the issue regarding incorrect device status (Connected vs Not Connected) showing in xFi should be 100% resolved for all customers with an Arris 3482G, Technicolor CGM4140COM, Cisco 3941T and the Arris 1682G.
If you continue to see this issue with incorrect device status, I would first recommend doing a Gateway reboot or power cycle. The best way to do this would be to unplug the Gateway's power cord, wait 10 seconds and then plug it back it. This will ensure that the Gateway has the most up-to-date firmware.
If you have attempted a Gateway reboot but are still seeing this issue, please reach out to us and let us know.
We appreciate everyone's patience while this was getting fixed and would like to apologize for the time that it took to reach full resolution.