I apologize that you are experiencing this issue. I'll be more than happy to assist you with this concern. So that I can fully understand the issue you're experiencing, I'd like to ask a few questions:
- Does the device in question appear when you look at your account on our website Xfinity.com/xfi?
- Did this issue just start recently?
- Is your Xfinity xFi App updated to the most current version?
Also, please follow the steps outlined in this link for troubleshooting a device to see if the device will successfully connect.
Thank you in advance. We look forward to hearing from you.