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Connected devices

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Connected devices

Why do my connected devices show as not connected in the Xfinity app?

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Official Employee

Re: Connected devices

We are sorry that you are experiencing difficulties. Can you please try rebooting your Gateway two times to get the latest firmware version loaded?

 

To reboot, you can either:

1. Unplug the Gateway's power cord, wait 10 seconds and plug it back in. Once the Gateway comes back online, unplug it again, wait 10 seconds and then plug it back in. 

2. Trigger a Gateway restart through xFi (from the bottom of the overview page), wait until xFi shows your Gateway as Online and then trigger another restart from xFi. 

 

You can check your firmware in xFi under Network > Gateway > Gateway Details. You should see the firmware update from the current "DPC3941_3.3..." to "dcp3941_3.12..." after the reboots. If it does not, please reach back out and we can troubleshoot. 

 

I hope this information helps. Please let us know if you need further assistance. 


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