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Connected devices show as not connected.

Frequent Visitor

Re: Connected devices show as not connected.

Just because one customer apparently resolved has issue, doesn't mean all of us have!  I for one am still having this problem where devices are connected but do not show as connected. It is a BIG problem when I am trying to monitor what my kid is doing on the Internet. I use the Gateway, not the app.  It sounds like they both have the same issue.

 

I know Comcast must be really anxious to close this ticket because, afterall, the issue has been going on for over 10 months(!!!) and that's pretty embarrassing, but there has not been a resolution communicated.  All it looks like is that  Comcast wants to close this without fixing it. If it is fixed, please explain what your engineers did to fix it.  My guess is nothing.

 

 

 

Contributor

Re: Connected devices show as not connected.

I wonder if this might be device related. Lisa, what device are you running the app on? Apple or Android? What devices show as not connected?

Frequent Visitor

Re: Connected devices show as not connected.

The only devices that consistently and correctly show they are connected are my laptop (connected via Ethernet) and my Samsung Galaxy 8 phone (connected via wireless).  Our other devices, which include a Macbook Air, an iPad, an iPhone and my husband's Samsung Galaxy 8, typically show as offline, even when they are being used at that very moment.  So, it seems that it doesn't matter whether they are Androids or Apples.

Also, in the past when we have gone on each device and had it "forget" the network and then reconnect, it might show as connected for a very short time, but it soon shows as offline again.

 

To look at the status of the connected devices, I got to http://10.0.0.1.

 

If the devices do not show as connected (which is usually the case even when they are connected), the parental restrictions do not work. So, it is actually a big deal!

Contributor

Re: Connected devices show as not connected.

Lisa... you are right!

 

My new iPhone which was shown to be connnected the other day is no longer connected. It does not show at either 10.0.0.1 or on the Xfi app itself. 

 

The iPhone Xs is on the same table as the gateway!!! 

 

I'm a software engineer (https://newmediacreate.com) ... and if I had eight days with the code I'd figure out the problem.

 

Comcast engineers have had eight months and have given us update after update and they still have not fixed it.

Don't get me wrong. I love Comcast. We get excellent service in our area. I pay them $143 a month for TV and Internet and I'm good with that. But I have to tell you, this issue does not give me a lot of faith in their software engineering and I'm to the point where I'm just going to delete the app and either find a 3rd party app that does the same thing (if there is one) or just live without it. The app is a convenience, not a necessity and I have more important things to spend my time on . 

I hope Comcast fixes it, but my confidence at this juncture is very low that they ever will. 

I wish them well.

Al

Frequent Visitor

Re: Connected devices show as not connected.

AI,

 

Thanks for confirming that you are still experiencing the same thing I am.  When Comcast said they were going to close the ticket, I'm like WHAT??

 

Last night, I had my husband "forget" the network on his Samsung 8, and relog into the wireless.  Sure enough, his phone is showing as being offline, even though he's online.  My daughter did the same thing with her Macbook today.  Still showing as offline, even though she's online.

 

Comcast, PLEASE GET THIS ISSUE ADDRESSED!!  The parental controls don't work when the device is showing as offline, but the device is actually online.  I don't know how many times I have to say the same thing.

 

Thank you!!

 

 

 

Contributor

Re: Connected devices show as not connected.

I'm still having the same issue also....it is not fixed..at least for me.

 

And now, I am experiancing "Settings currently unavailable" when using the Xfi app or the Xfi webpage...

Silver Problem Solver

Re: Connected devices show as not connected.

FYI, I use the connected devices feature of my XB6 Gateway (10.0.0.1 admin password) to see which devices are connected to it.  And it matches what xFi has.

 

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Contributor

Re: Connected devices show as not connected.


@RobertWy wrote:

FYI, I use the connected devices feature of my XB6 Gateway (10.0.0.1 admin password) to see which devices are connected to it.  And it matches what xFi has.

 


Yes, I see the same items as connected when accessing the gateway via the browser as I do on the iPhone app. Both show my iPhone as NOT connected even though the iPhone is on the same table as the gateway. 

Official Employee

Re: Connected devices show as not connected.

**Reposting this from another related thread**

 

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 show as not connected.

I just checked my modem and the model number is ARRIS TG 1682G.

 

I definitely have this "connected devices" problem, and if you could let me know when it's resolved for this model, that would be great.

 

Or if I should go swap it for a different model that works, let me know which one to get.  We haven't had this one for very long -- less than a year, I think.

Frequent Visitor

Re: Connected devices show as not connected.

Still having issue. Neither the X1 app via iPhone nor logging in directly to the Gateway, display some of the devices that are online..iPad, Macbook, iPhone. Not even during an Xfinity speed test started from within the X1app on a specific
device, will the device register as being on the network.
Official Employee

Re: Connected devices show as not connected.

KR9, it looks like we'll be rolling out updates to correct this soon. 

 

"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."

 

 

Ken


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New Poster

Re: Connected devices show as not connected.

What about the Arris Model TG1682G.  Will the forthcoming fix apply to this model as well?  Thanks

New Poster

Re: Connected devices show as not connected.

Several of my devices show as not connected, even though they are connected and can access the Internet on my network. Obviously those devices are connected since they on the network and able to access the XFi settings, the Internet, etc. When I login to 10.0.0.1 on some of my devices, they show up as not connected.

The problem with all of this is that when a device is connected, but shows up as not connected, then parental controls don’t work on those devices. I bought the XFi Gateway and the pods because of the parental controls, so this upsets me greatly. I have tried forgetting the devices and this works for a short time, but eventually, several of the devices end up showing as disconnected, even though they are connected.

Official Employee

Re: Connected devices show as not connected.


@ComcastBrittany wrote:

**Reposting this from another related thread**

 

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 all, 

 

This issue has been 100% resolved on all Arris 3482G and Technicolor CGM4140COM Gateways. 

I do not have a date yet for the fix on the Arris 1682G and Cisco 3941T Gateways, but I will keep you updated. 


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Contributor

Re: Connected devices show as not connected.

Thank you.  Please keep us informed as to the progress.  A message of 'still working on it' is better then not hearing anything....

 

 

New Poster

Re: Connected devices show as not connected.

The issue has not been resolved for my Technicolor CGM4140COM. I restarted the gateway and still have several devices that are connected, but are showing as not connected (consequently, parental controls don't work).

Silver Problem Solver

Re: Connected devices show as not connected.


@ComcastBrittany wrote:

@ComcastBrittany wrote:

**Reposting this from another related thread**

 

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 all, 

 

This issue has been 100% resolved on all Arris 3482G and Technicolor CGM4140COM Gateways. 

I do not have a date yet for the fix on the Arris 1682G and Cisco 3941T Gateways, but I will keep you updated. 


I still have many devices that have never appeared as connected on my Arris 3482G:xFi Not connected.jpg

(there are more, but you get the idea)

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Official Employee

Re: Connected devices show as not connected.

Hi folks, 

 

Please send me a private message with your name if you still cannot see your devices on the Arris 3482G and Technicolor CGM4140COM and I'll alert tech ops on your behalf. 

 

Ken


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New Poster

Re: Connected devices show as not connected.

Can you please tell me how to private message you? When I click on your name, I do not see the “send message” button. Thanks in advance.

Silver Problem Solver

Re: Connected devices show as not connected.


@pschlag wrote:

Can you please tell me how to private message you? When I click on your name, I do not see the “send message” button. Thanks in advance.


It is on the right side and sometimes difficult to see.Send a message-3.jpb.jpg

 

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Official Employee

Re: Connected devices show as not connected.

Can you please tell me how to private message you? When I click on your name, I do not see the “send message” button. Thanks in advance.

pschlag, got your message. Thanks for your help, RobertWy.


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Frequent Visitor

Re: Connected devices show as not connected.

New customer for less than a week. Have an xb3 router and have numerous items show as disconnected although they are not. Not very impressed with the xfi app. Old att app did a better job of keeping track of connected items.
Official Employee

Re: Connected devices show as not connected.

Ddulson, thanks for letting us know about your missing connected devices on the xFi app. Are you using xFi pods or additional routers or extenders? 


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Frequent Visitor

Re: Connected devices show as not connected.

No pods. I do have a powerline but the items that use that show as being connected.
Official Employee

Re: Connected devices show as not connected.

Thanks for that info. Are the devices that aren't "connected", assigned to a profile? 


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Frequent Visitor

Re: Connected devices show as not connected.

Some are and some are not
Silver Problem Solver

Re: Connected devices show as not connected.


@Ddulson wrote:
Some are and some are not

I don't have the Pods, but I have some devices that say they aren't connected but I am still able to use my wifi on those devices.  I stopped worrying about this issue.

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New Poster

Re: Connected devices show as not connected.

I just had Xfinity installed 5 days ago, and I’m using their provided modem/router. Everytime I check device status, at least two devices show as not connected, even the device I’m using to check device status. Clearly the app is not working as expected. Pretty frustrating.

Official Employee

Re: Connected devices show as not connected.

SoCoBroker, thanks for taking the time to post on the forums about your issues with the xFi app. Are both "non connected" devices under the same profile? 

 

Ken


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Frequent Visitor

Re: Connected devices show as not connected.

You guys just keep asking the same questions over and over to the people having issues with the Xfi app not showing connected devices.  There is obviously a wide stream problem here that many many people are suffering from.  I for one do not feel like paying a monthly rental fee for equipment and apps that do not function together as they are supposed to.  I suppose at this point I'll be considering buying my own modem/router and taking that route becuase the app isnt much use if it cannot distinguish what device is connected or not.

Official Employee

Re: Connected devices show as not connected.

Ddulson, thanks for posting and I understand your frustration! You are using a product and expect to work and it is not. My goal is to get an idea of problem patterns so I can report this to our xFi engineering teams. I'd be happy to work with you as well and get you in contact with our xFi team to continue troubleshooting. Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.


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Contributor

Re: Connected devices show as not connected.

After all this time and so many postings, I would hope that Xfinity KNOWS the problem. 

 

Why they have not fixed it is what we DON'T  know.

 

Why not contact them and find  out what MORE they feel they need to know to fix this? 

 

Official Employee

Re: Connected devices show as not connected.

After all this time and so many postings, I would hope that Xfinity KNOWS the problem. 

 

Why they have not fixed it is what we DON'T  know.

 

Why not contact them and find  out what MORE they feel they need to know to fix this? 

Al8041, I understand your frustrations. Please send me a private message with your full name so I can access your account and send your specific signal levels and modem info to the advanced repair teams. Once we have a resolution, I'll be sure to post on this thread. Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.


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Frequent Visitor

Re: Connected devices show as not connected.

I agree with the others -- Ken, you keep asking the same questions over and over.  Many customers have already responded to your questions -- whether they are using the same profile, whether they are using a Pod, what modem they are using, screen shots PM'dshowing connected devices that are appearing as disconnected but not, etc., etc.  It's been going on for almost a YEAR!!

 

THIS IS NOT AN INDIVIDUAL, CASE BY CASE, PROBLEM.  IT'S A GLOBAL PROBLEM THAT IS AFFECTING A GOOD PORTION (IF NOT ALL) OF YOUR USERS.  The last we heard (per Brittany (who seems to understand what's going on), the engineers had apparently (?) fixed it for a couple modems, but not mine so who knows.  They know what the issues are already.  Just read the two very LONG threads on this issue to see how long this has been going on.

 

All I want is for the devices that my family uses to appear as connected so that the parental controls will work for their devices.  If kids are on the devices, but your systems can't detect that, then they are not subject to any parental controls we set.  I am not looking forward to another year of my kids gaming, YouTubing, etc. when they are supposed to be doing homework.  That is exactly the problem your app/gateway is supposed to address.

 

Your repetive responses are getting OLD!  We need a fix.  Your engineers can't be that incompetent that it takes a year to fix this issue, can they???   Plus, these threads are all public on the Internet, and it's probably not doing Xfinity any good in terms of public relations!

 

Official Employee

Re: Connected devices show as not connected.

Lisa500--my intention isn't to make this process harder or to caused additional frustrations. Sorry if I am asking the same questions continuously but they are relevant. 

 

If anyone would like me to get you connected with a member of our xFi team to look into your issues specifically (and possibly link your issue to the known one), please let me know by sending me a private message with your full name. 

 

Ken


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New Poster

Re: Connected devices show as not connected.

Just installed a CGM4140COM Gateway & the "Pods" at my Parents last night. Everything worked before I left - all the devices were visible in the XFi app. I checked this morning (in the App and online), no devices are showing as connected - at all - even ethernet. Frustrating.

New Poster

Re: Connected devices show as not connected.

I chatted in with Xfinity Support while also "Restarting" the Gateway from the XFi website. That didn't immediately fix it.

 

But after about 10 minutes, magically all the devices reappeared. I asked the Support person if he did anything. He said, "Xfi correction signals were sent , that may have corrected the issue." Wow, the classic "correction signals" that I remember Comcast always miraculously sending back when I used to be a customer.

 

We'll see how long those "correction signals" hold.

Official Employee

Re: Connected devices show as not connected.

JPCP, please let me know if the devices show as not connected again! Thanks for posting. You can also refer to https://www.xfinity.com/support/status to check if there is a service interruption due to maintenance. 

 

Ken


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New Poster

Re: Connected devices show as not connected.

If you don't know what an extender is, you're not using one.
New Poster

Re: Connected devices show as not connected.

It's not really an issue if your device can access the internet. Outage issues are a bigger concern. Just saying...
Frequent Visitor

Re: Connected devices show as not connected.

Admmck8r, who are you to pop in and say this isn't an issue?  Scroll on by if it doesn't affect you -- perhaps you don't have kids -- because clearly many customers DO think it's an issue.

New Poster

Re: Connected devices show as not connected.

I been having this issue since I got Xfinity. Can’t use the app to manage your kids activities. It’s a gimmick app in my opinion at this point. No matter what I do, (forget the network, reconnect the device.. forgetting the device in XFi..) don’t matter. Several of my devices show not connected when they are. Yet this thing will send me a notification when a random phone user walks by my house attempting to show my network. “New device connected”.. really? It’s laughable that Xfinity has not addressed this issue at this point. Bout as good as the local repair service.. I been waiting on these jokers to come repair/replace the tv box that don’t work for months.
Official Employee

Re: Connected devices show as not connected.

ToyBuddha, appreciate you taking the time to let us know about your issues with the xFi app as well as your cable boxes. I'd be happy to take a look at each of those issues! 

 

Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  


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