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Connected devices show as not connected.

Frequent Visitor

Connected devices show as not connected.

Occasionally I try to use my Xfi app to check my network to see if my devices are connected to 5ghz or 2.4ghz. Generally the app shows about half of my 6 devices as DISconnected, even though each device shows that it is connected to WiFi and functioning normally. How do I get all my connected devices to show up as connected.
Official Employee

Re: Connected devices show as not connected.

Hi WillisC, are you using any sort of an extender?


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Frequent Visitor

Re: Connected devices show as not connected.

No extenders.  And it doesn't make any difference if I disconnect the device from WiFi and then reconnect.  It shows on the list, but as "unconnected".

Official Employee

Re: Connected devices show as not connected.

Thank you for that answer. I can assist you.

So that I can take a look at your account, please send me a private message and include your full name and account primary email address. Please click on my name to see my profile, and then hit the blue "Send Message" button.


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New Poster

Re: Connected devices show as not connected.

What was the resolution? I am seeing the same thing.

Frequent Visitor

Re: Connected devices show as not connected.

There was no resolution initially, but in the past week or so all my devices have begun showing up as connected.  Don't know what changed; nothing at my end.

New Poster

Re: Connected devices show as not connected.

We are having the same problem. How do we go about correcting it?

Frequent Visitor

Re: Connected devices show as not connected.

Don't know.  For me it corrected itself without any tweaks on my part.

Contributor

Re: Connected devices show as not connected.

It shows my iPhone is not connected... but I'm using that device to ACCESS the gateway!!

 

My guess is that there will be an update to this buggy app real soon now.

 

Contributor

Re: Connected devices show as not connected.

There has been an update to the app but it still shows my iPhone 7 as "not connected"  which makes no sense since I'm using THAT PHONE  to monitor the network! How can the iPhone not be connected and still show all the other devices, etc.?

 

We had an outage last week and the gateway resynced (maybe it re-booted?) when the line came back (after about an hour... outages have been rare here... we love Comcast... get service!) So I thought that might 'fix' the iPhone Xfin app.... but it didn't. 

 

I have no faith in the integrity of the app and as such I won't use it for anything. It is just as easy to login to the gateway via the browser  via http://10.0.0.1 and administrate from there.  

 

Al

 

New Poster

Re: Connected devices show as not connected.

Hi, I have the exact same problem. What is an extender?
Valued Contributor

Re: Connected devices show as not connected.

Was there ever a solution to this?  I am having the same problem, no Pods, no extenders, just the gateway.

 

Thanks.

Contributor

Re: Connected devices show as not connected.

I've not heard of a solution. I'm a iPhone software developer and I have some ideas as to what the probem is.... it could be a whole host of things... and without seeing the code I would not venture my guess in public. I'm sure they will find it and fix it. It is not like it is a high priority app for any of us.

Valued Contributor

Re: Connected devices show as not connected.

Well for Comcast, it's a high priority app.. and since this problem deals with iPhones, which is sorta a popular phone, I would suggest they fix it.

 

The xFi app is NO good if we can't do what it says we can with it.  How can we control a childs WiFi usage on an iPhone if it says never connected, but it is!?

Contributor

Re: Connected devices show as not connected.


@joey12volt wrote:

Well for Comcast, it's a high priority app.. and since this problem deals with iPhones, which is sorta a popular phone, I would suggest they fix it.

 

The xFi app is NO good if we can't do what it says we can with it.  How can we control a childs WiFi usage on an iPhone if it says never connected, but it is!?


Can you do any of this from the gateway itself via http://10.0.0.1 ?  Or maybe from the Xfinity account on the web? I thought this app was just a substitute for direct administration of the gateway box via the 10.0.0.1 interface.

 

 

Official Employee

Re: Connected devices show as not connected.

Hi all, 

We're sorry to hear you are experiencing this issue with xFi. We would like to dig into these; next time you observe this happening can you please capture the below items and send to me in a Private Message? I can then forward to the team for investigation into this issue.

 

- A screenshot of xFi showing with the incorrect Offline status

- A screenshot of the device's WiFi connection showing the device is connected to your home network

- Date and Time of occurrence

 

OR 

 

- A screenshot of xFi showing with the incorrect Online status

- A screenshot of the device's WiFi connection showing the device is not connected to your home network

- Date and Time of occurrence

 

 


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New Poster

Re: Connected devices show as not connected.

I have been having the same problem. I would love to send you the requested information except I don’t know how to send you a private message
Silver Problem Solver

Re: Connected devices show as not connected.


@Lisabev wrote:
I have been having the same problem. I would love to send you the requested information except I don’t know how to send you a private message

Click on the name and the popup has a Send Message on the right side.

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Frequent Visitor

Re: Connected devices show as not connected.


@Al8041 wrote:
<<snip>>
It is just as easy to login to the gateway via the browser  via http://10.0.0.1 and administrate from there.  

 

 


Except when you Admin console screens LITERALLY takes 7-10 muntes per screen to load.  On the brand new super fancy gateway they are using.  Sigh.  I like a lot about the xFi interface (except that it was released woefully lacking in feature parity which seems silly) but would kill for decent Admin Console access.

Contributor

Re: Connected devices show as not connected.

My Arris gateway screen comes up using 10.0.0.1 in a few seconds so I don't know what the issue is with yours. I run an iMac on macOS High Sierra. 

 

Now my Accounts app says the gateway is not connected!!!  So according to these apps my iPhone is not connected to the gateway and the gateway is not connected to the internet... both are totally false. 

 

I've given up on both apps. I don't trust either of them. 

 

 

Frequent Visitor

Re: Connected devices show as not connected.

My screens are excritiatingly slow.  This is across multiple computers, multiple browsers, multiple OSes, via mobile browsers, firewalls and AV turned off.  This happens on my gateway and my 2 neighbors gateways (I help them with their stuff).   This has happened across multiples of the same gateway model (exchanged hardware) and across various models of gateways over the years.  Sometimes it will get better for a short period of time immediately after a gateway reboot, but that's about it.   The delays are also not consistent in length.  Sometimes a screen will come up in 30 seconds, sometimes in 4 or 5 minutes (most common) sometimes 7 or 8 minutes.  Some screens do seem sort of more consistently faster, but the ones that I want to use are not any of them. 

 

I'm not the only one with this issue.  I have researched this numerous times over the years to no avail.

 

I wrote this entire response waiting for the "connected devices" config screen to load.

 

Also, I too have been having the same issue with devices not showing connection status properly on occasion.  This seems to be a relatively new thing, in the past few months for me, but I admit that I don't usualy look at connection status too often as it isn't a super vital thing for me (I don't use bedtime nor parental controls, etc).

Contributor

Re: Connected devices show as not connected.

This is very strange.... especially over many different pieces of equipment, browsers, and equipment.

 

Are you connecting over ethernet or wi-fi? If ethernet maybe try a different Cat 6 cable?

 

What model of Gateway do you have, or are these separate modems and routers?

 

What does Comcast support say? 

 

Have them come out and bring a new box and see if it is slow for them? 

 

Keep us apraised.

 

 

 

Valued Contributor

Re: Connected devices show as not connected.

How to send screen shots. Its happening now.
New Poster

Re: Connected devices show as not connected.

Thank you. I have sent them everything and they replied saying they would forward it to their engineers.
Contributor

Re: Connected devices show as not connected.


@Lisabev wrote:
Thank you. I have sent them everything and they replied saying they would forward it to their engineers.

I did that eariler... and so far no results. I doubt it is a high priority item for their software developers.

 

New Poster

Re: Connected devices show as not connected.

I've had the same problem since I first started using the xfi app. My kids iPhone always shows not connected. It seems to connet briefly then switches to not connected. But I can see her using it the whole time! It's an iPhone 7. I can see that many others have had this issue. Just wondering if anyone ever got an answer.
New Poster

Re: Connected devices show as not connected.

Btw, I also tried looking at the admin panel at 10.0.0.1. It aslo shows the iPhone as offline, and yes it is online right now.
Silver Problem Solver

Re: Connected devices show as not connected.


@Pengi18 wrote:
Btw, I also tried looking at the admin panel at 10.0.0.1. It aslo shows the iPhone as offline, and yes it is online right now.

I've had the xFi feature since it first became available in my market.

I've never found any use for knowing whether a device is connected or not.  What can I use it for?

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New Poster

Re: Connected devices show as not connected.

I can only speak for myself, but my husband and I attempt to use it to monitor my kids data usage and time spent on the internet/their devices, of course that’s if the app actually worked.
Official Employee

Re: Connected devices show as not connected.

Hi everyone, we understand the frustration with devices not showing properly in xFi. We have shared these reports with the team and they are looking into them. 

I ask for the following next time you experience this issue:

1. Confirm that the device is still connected to your secured home network

2. Log out of and log back into the xFi app and check the device status

 

If the device is confirmed connected and refreshing the app did not resolve the status discrepancy in xFi, please send the following to me:

- Timestamp of the issue (date & time) & MAC address of the device (Device Details in xFi)

- a screenshot of xFi showing the device as "Offline"

- a screenshot from the device itself showing that it is connected to your secured home network

 

You can send me a private message by clicking on my name and then the blue "Send a Message" button. Use the "Photos" button to attach the screenshots.

 

I know some of you have already sent the above information to us and we thank you for that. 

 


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New Poster

Re: Connected devices show as not connected.

Same. Many connected devices don’t show up as connected (eg the phone I use to access the app). Also, many connected devices don’t show up at all.
Contributor

Re: Connected devices show as not connected.

This has been going on since the end of June... it is seven months later,  and Comcast programmers still can't figure it out? It is either that or this issue is not anywhere near a priority to them.  

Frequent Visitor

Re: Connected devices show as not connected.

I have been having this same issue for a long time.  I don't even use the app because it sounds like app has the same issues.  When I go to the Gateway (http://10.0.0.1/), many of the devices that are currently connected to (and being used on) our XFinity home wifi show as being "unconnected."

There is a real need to be able to see which devices are truly connected, especially when you have parental controls set and they apparently don't work because the child's device is not even showing as being connected, when it truly is.  My child uses a Macbook. Her iPhone also shows as being not connected.  It is very frustrating, especially when trying to prevent your child from being a computer gaming addict.

 

Please get this fixed. Make it the priority that it should be.

 

 

Frequent Visitor

Re: Connected devices show as not connected.

Oh, also, I have tried contacting Comcast by phone a few times about this. They have no idea what the Gateway even is ....

New Poster

Re: Connected devices show as not connected.

I'vev been having the same problem with connected devices showing up not connected when they are.  I've been "forgetting" them to remove them then allow the system to find them again.  It's a pain because I frequently have to do it.  Also, sometimes the IP and MAC addresses change for those devices.

Frequent Visitor

Re: Connected devices show as not connected.

I wish they would just tell us how to fix it, or implement a fix to the program.  Surely, Comcast has had enough time to examine this issue that so many people are having.

 

If the IP or MAC address changed, wouldn't it show up as something else? It's not.   My husband's Samsung Galaxy 8 phone was connected today, and it's not showing up either. However, mine is showing (same type of phone). Doesn't make sense.

 

New Poster

Re: Connected devices show as not connected.

For me, when the devices' IP and MAC addresses change they show up with some meaningless name or the name Windows gives the computer.  Or the name "Local" with another meaningless number after it.

 

I have all the information for my devices, but I'm always having to update them because of the frequent changes.  I believe my issue is related to intruders hacking into my Wi-Fi because I have issues with that too.

 

And yes it would be nice if they would let us fix it ourselves instead of treating us like idiots who don't know anything.  Verizon FiOS has a better system than Comcast where you can tweak just about anything.  Comcast system stinks.  It's designed for them to do it for you and from my experience they never fixed things.  I just complained about it in chat and threatened to cancel my service.  My mobile hotspot is faster and safer than Comcast service, and has more options.  It just runs out of data too quickly.

Official Employee

Re: Connected devices show as not connected.

Hi, to provide an update for everyone, we are continuing to investigate this issue.  Please continue to send these report to me via Private Message - include your account number, device MAC, a screenshot of xFI showing the incorrect status and a screenshot of the device settings showing it's connected to your network.

 

We are sorry for the inconvience. 

 

 


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New Poster

Re: Connected devices show as not connected.

I really just have the same issue. Says a device not connected but it is (I think). It can be personalized & stuff but I wonder if it could be since it a Guest device w/ full access. No clue really.
New Poster

Re: Connected devices show as not connected.

Hi All

This is SO frustrating
Like the rest of Comcast
But I guess this is what you get when there is literally no competition and cable companies carve out monopolies for themselves in large pieces of geography.

COMCAST - please fix this.

The whole point of this app is to control what our kids are doing. I can’t see my daughter online with her Mac and IPhone on the xFi app even though I am
Watching her stream you tube as I write this.

9 months and no solution.

PLEASE FIX THIS

otherwise we can only assume that you really don’t care as your are a monopoly and we can’t get another service provider.

So much for free enterprise
New Poster

Re: Connected devices show as not connected.

Same problem. It doesn’t recognize my AV home theater even while it’s on. When I try to get it to recognize the Sony device. It doesn’t even list AV box or home theater as one of the options for activation. I end up having to restart the entire system from the surge suppressor and restart everything.

Fix this problem. Comcast isn’t worth $320/month if I have to get up and reset my system every time I want to watch TV!
Frequent Visitor

Re: Connected devices show as not connected.

Seriously, Comcast. I was talking to my manager about this "nonconnected" issue, and he said the app is broken and they don't know how to fix it.  The parental controls are useless if chidren's devices are not showing as connected.  And they are so important these days.

Frequent Visitor

Re: Connected devices show as not connected.

Ethernet, Wi-Fi, carrier pigeon it sometimes seems...it's all the same results. 

 

I'm a tech guy and have been working with, on, repairing, installing, and building computers, software, and networks since the early 80's.  I am not a coder (mainly as I flat-out hate coding) but have plenty of experience on the technical sides of this stuff.  I ran tech support for an ISP with about 6000+ users starting when you needed to deal with SLIP acounts and WinSock and 33.6 was really awesome (though my first modem was an astounding 1200 baud).  I'm not as into it as I used to be as I'm not directly in the industry nowadays, but I still know my way around this stuff extremely well.

 

It has been an issue for many years, but once in a blue moon it will work okay for a brief time, but it usually doesn't last long.  The best chance is shortly after a reboot, it will be a bit speedier for a bit.  But it doesn't last, sometimes only minutes.  It happens on multiple networks at multiple addresses in multiple different configurations (client side setup) accessed from multiple non-related computers.  It is always Comcast router/wi-fi gateways (various). 

 

For a while, a handful of years ago, I used the Comcast gateway in bridge mode and used my own wi-fi router. <Edited>, so my router was far superior. Now there's is decent enough performance-wise to make it not worth it, except for the config issues now plaguing them.  I actually booted up my old Netgear the other day (DD-WRT) and it made me very nostalgic for the amount of control and configuration I had.  If the processing power of that router wasn't so low now I would have switched back to it.  But honestly, I also like not having to deal with a separate router.  When it works the way I want (and it's supposed to), the recent Comcast gateways work surprisingly well, especially the new fancy ones.

 

<Edited>.   

 

Having someone out is of no help. <Edited>.  It's just not what they usually deal with.  <Edited>  They're used to taking out one box and putting another in and checking your signal.  And this is most likely a software (firmware) design issue at the development level.

 

Note:  The xFi interface is generally fine and quick (it wasn't for a while when it first rolled out).  I do use that for most stuff when I have something to do, but unfortunately it doesn't let you do some stuff or you have to do it weirdly compared to the admin console, for as clunky as it is.

 

For the record, when I deal with the Comcast people at the local office for anything (who are wonderful by the way and always try to help, I don't blame them for anything) they tend to tell me I should work for them as I know so much about their systems.  :-)  I guess I've just been dealing with them so long I know how a lot of it works.  LOL

 


@Al8041 wrote:

This is very strange.... especially over many different pieces of equipment, browsers, and equipment.

 

Are you connecting over ethernet or wi-fi? If ethernet maybe try a different Cat 6 cable?

 

What model of Gateway do you have, or are these separate modems and routers?

 

What does Comcast support say? 

 

Have them come out and bring a new box and see if it is slow for them? 

 

Keep us apraised.

 

 

 


 

Highlighted
New Poster

Re: Connected devices show as not connected.

The solution is (althgouh I do not know if it's a permanent one) is to forget the devices that are not shown as connected and let xFi re-discover them again.  They should show up as connected.

To Forget the device (you can only do it on the iphone app), select the device, then click on "Device Details" . At the bottom of that page you'll find "Forget Device". 

Contributor

Re: Connected devices show as not connected.

I don't see Device Details on my xFi App on my iPhone Xs. 

 

Official Employee

Re: Connected devices show as not connected.

Al8041, if you go to the device tab and then tap a device, you can scroll to the bottom of the screen. The final option at the bottom of the screen is "device details". 

 

Ken


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Contributor

Re: Connected devices show as not connected.

Thanks for the info. You are right.  I didn't know you could 'forget' a device.

 

BUT... I did the update to IOS 12.3 last night on my new iPhone Xs and now the iPhone shows as connected!!! 

Maybe the issue is fixed?

Official Employee

Re: Connected devices show as not connected.

Thanks for the info. You are right.  I didn't know you could 'forget' a device.

 

BUT... I did the update to IOS 12.3 last night on my new iPhone Xs and now the iPhone shows as connected!!! 

Maybe the issue is fixed?

Al8041, This is good news! I'll leave this thread open for a few more days just in case this changes, but it sounds like you are set! 

 

Ken


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Contributor

Re: Connected devices show as not connected.


@ComcastKenF wrote:

Thanks for the info. You are right.  I didn't know you could 'forget' a device.

 

BUT... I did the update to IOS 12.3 last night on my new iPhone Xs and now the iPhone shows as connected!!! 

Maybe the issue is fixed?

Al8041, This is good news! I'll leave this thread open for a few more days just in case this changes, but it sounds like you are set! 

 

Ken


Well, in the past I've seen the iPhone via the Xfi app show the phone connected and than later on I go back and it is disconnected. So you might keep this open for a while to see if it reverts back to disconnected. I know the engineers have been working on this issue for six months or so. 

It looks like the app keeps every device that has ever connected in its device list. For example. I see "Amy's iPad." as NOT connected. She was a house sitter whom I gave my  wi-fi password to so she could use the internet while she was staying here. It is fine that it shows her an NOT connected, but why show her at all? (I did the "forget device" function to her entry.)

 

Official Employee

Re: Connected devices show as not connected.

Yeah I noticed about that about my xFi app too. It showed a MAC address for my sister's iPad when she visited a few months ago. I'll keep this open longer just in case. 


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