Just ran into the same issue. Bought my new iPhone XI Pro Max from Apple, moved the SIM from my old BYOD iPhone 7 Plus to the new BYOD device. Working fine so far, but my Xfinity Mobile app still shows the old device. Sent a message via messenger ...no response. Sent a message via txt and got a reply stating they are having system issues. Used chat via a browser and spent 45 mins or so on the chat and was eventually told I need to call to be transferred to NDEL ...new device existing line. Called and was told I have to get a new line. They only allow BYOD once. No thanks! Please fix!
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I have reported this issue to technical support and I think they gave up. No one seems to be able to fix it. The issue is that the Xfinity My Account app reports my cable modem as "Not Connected". I am able to restart it from the app and the modem works just fine. Not exactly sure when this issue started (maybe a few months ago). It is more of an annoyance than anything. Again...modem works just fine. The app is simply bugged and showing "Not Connected".
Modem model = MB8600 I have signed-out of the app and deleted/reinstalled the app several times. Technical support has also done several refreshes from their end. I have used a paper clip to reset the modem and I have manually power cycled several times. At this point, I think it is a bug with the mobile app.
I am running version 220.127.116.1190521172412 for Apple iOS 12.3
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