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Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

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Frequent Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

ComcastKate,

I sure hope you are reading this and can help me again.  This morning I noticed that the internet in the home was very flaky.  All the lights were flashing on all six xFi pods showing they were not connected.  I thought this strange.  I tried normal troubleshooting techniques but these did not work.  I then tried to re-add one of the pods via the mobile app, which to my surprise said I was not on the correct firmware.  I verified this via the admin app at 10.0.0.1 and to my surpise showed me I was at: Software Image Name:DPC3941_2.7p8s1_PROD_sey.   Why was I surprised, because back on 12/18/17, my original post, you pushed me version 2.8 which corrected my original issue.  I have already tried rebooting my Gateway twice to see if I could get firmware version 2.8 back, but this has not worked.  I called Comcast support, talked to 5 different people, from technical support, to a supervisor, to someone in equipment and no one could assist me.  After 90 minutes, they finally told me that the manufacter has identified a firmware issue with the DPC3941T, they had no way of pushing firmware 2.8, and that my only resolution would be to go to a service center to replace my modem with an Arris TG1682G.  Really?  C'mon, can you please get your act together.  So ComcastKate, can you help me out?

1. How can I get firmware 2.8 back on my gateway so that I can get my xFI pods back up and running?

2. What caused the firmware (that you pushed) to go back down to 2.7 causing all the xFi pods to disconnect?

3. Do I really need a different modem for the xFi pods (forget the fact that they were working for me for a month!)?

3. How can we better train your internal support staff with respect to the xFi pods?

Most appreciated,

Peter

Official Employee

Re: Xfinity xFi Pods Now Available in Select Markets


wrote:

ComcastKate,

I sure hope you are reading this and can help me again.  This morning I noticed that the internet in the home was very flaky.  All the lights were flashing on all six xFi pods showing they were not connected.  I thought this strange.  I tried normal troubleshooting techniques but these did not work.  I then tried to re-add one of the pods via the mobile app, which to my surprise said I was not on the correct firmware.  I verified this via the admin app at 10.0.0.1 and to my surpise showed me I was at: Software Image Name:DPC3941_2.7p8s1_PROD_sey.   Why was I surprised, because back on 12/18/17, my original post, you pushed me version 2.8 which corrected my original issue.  I have already tried rebooting my Gateway twice to see if I could get firmware version 2.8 back, but this has not worked.  I called Comcast support, talked to 5 different people, from technical support, to a supervisor, to someone in equipment and no one could assist me.  After 90 minutes, they finally told me that the manufacter has identified a firmware issue with the DPC3941T, they had no way of pushing firmware 2.8, and that my only resolution would be to go to a service center to replace my modem with an Arris TG1682G.  Really?  C'mon, can you please get your act together.  So ComcastKate, can you help me out?

1. How can I get firmware 2.8 back on my gateway so that I can get my xFI pods back up and running?

2. What caused the firmware (that you pushed) to go back down to 2.7 causing all the xFi pods to disconnect?

3. Do I really need a different modem for the xFi pods (forget the fact that they were working for me for a month!)?

3. How can we better train your internal support staff with respect to the xFi pods?

Most appreciated,

Peter


Hi Peter, 

My apologies for this issue. I am not sure why the firmware version reverted back to 2.7, but I have escalated this issue to our Engineering teams to find out more and to get this fixed for you as quickly as possible. I hope to have an answer later today. You do not need to swap your Gateway. 

 

I will revisit the troubleshooting steps the technical teams followed to address this issue as only the Engineering team can push this version of firmware at this time. 

 


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Frequent Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

Thank you, I'll wait to hear back.

 

If you want to follow-up with a phone call, I could explain how yesterday's call went, if it helps.  A short summary follows:

 

  • Called Xfinity support and followed the prompts for Internet/Phone
  • Spoke with the 1st person in Customer Support, who sent a signal to the modem to reboot, then realized she wouldn't be able to help further and sent me to Technical Support
  • The 2nd person, also tried to send a different (?) signal to the model to reboot, that also did not help, and he felt he did not have the right tools or information to assist me further.
  • He then sent me the a 3rd person.  She was so clueless, I couldn't stand it anymore.  She started talking about modem specifications that had nothing to do with the issue.
  • Apparently her supervisor was listening on the call, and then the supervisor took over the call.  At this point my patience was growing slim, and I re-articulated the issue.  I asked him to tell me the highest firmware update that he was aware of for my gateway.  He said 2.7.  So he was unaware that there is this 2.8 update.  He then connected me with another person.
  • The 5th person was in equipment, who goes on to say that they couldn't resolve the issue.  The gateway had a company-wide recall and they were rolling out new gateways, and that it was best for me to replace mine with an Arris TG1682G, and that would correct the issue.  My personal opinion is they could wait to get me off the call, which clocked in at just under 2 hours.

I hope you find this helpful.

Official Employee

Re: Xfinity xFi Pods Now Available in Select Markets


wrote:

Thank you, I'll wait to hear back.

 

If you want to follow-up with a phone call, I could explain how yesterday's call went, if it helps.  A short summary follows:

 

  • Called Xfinity support and followed the prompts for Internet/Phone
  • Spoke with the 1st person in Customer Support, who sent a signal to the modem to reboot, then realized she wouldn't be able to help further and sent me to Technical Support
  • The 2nd person, also tried to send a different (?) signal to the model to reboot, that also did not help, and he felt he did not have the right tools or information to assist me further.
  • He then sent me the a 3rd person.  She was so clueless, I couldn't stand it anymore.  She started talking about modem specifications that had nothing to do with the issue.
  • Apparently her supervisor was listening on the call, and then the supervisor took over the call.  At this point my patience was growing slim, and I re-articulated the issue.  I asked him to tell me the highest firmware update that he was aware of for my gateway.  He said 2.7.  So he was unaware that there is this 2.8 update.  He then connected me with another person.
  • The 5th person was in equipment, who goes on to say that they couldn't resolve the issue.  The gateway had a company-wide recall and they were rolling out new gateways, and that it was best for me to replace mine with an Arris TG1682G, and that would correct the issue.  My personal opinion is they could wait to get me off the call, which clocked in at just under 2 hours.

I hope you find this helpful.


Thank you, Peter. This detail is very helpful. I'll be sharing with the team and I'll direct message you to set up a time to discuss.

Your Gateway should have the correct firmware version 2.8p17 and your Pods should be online again. Please let me know if you are continuing to experience any issues. Thank you for your patience. 


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Official Employee

Re: Xfinity xFi Pods Now Available in Select Markets


wrote:
Hello, we bought the pods in Philly this week and are trying to set up them up and it we get the “please try again” when merging the names of the 2 WiFi nets (2.4 and 5). Current firmware is DPC3941_2.8p17s1_PROD_sey

Hi Kek215, 

It sounds like there is an issue with trying to merge the bands during activation. Can you use the xFi mobile app to first combine your bands prior to attempting to activate the xFi Pods? To do so, please visit the Network section, tap on 'Edit WiFi' and choose to use the same WiFi name and password for both bands. Once that edit is made, then try to activate your Pods. 


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Frequent Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

Thank you! As of 6:30pm all 6 xFi pods are online and the firmware is confirmed to be 2.8. Looking forward to our call.
New Poster

Re: Xfinity xFi Pods Now Available in Select Markets

Was able to order Pods here in Colorado yesterday.  I received an order number on the website, but no confirmation email.  Any suggestions on how to track?  What's the shipping time?

Admin1

Re: Xfinity xFi Pods Now Available in Select Markets

Hi boomer2G -- You should receive a notification with shipping information once the xFi Pods are ready to ship. Shipping would be standard 5-7 business day shipping. 


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New Poster

Re: Xfinity xFi Pods Now Available in Select Markets

Hi,

When is this going to be available in Cali? My home wifi is horrible especially in our master bedroom and looking to purchase something like xfi pods but you don't let us californians buy it. When can we take an advantage of this cool gadget?

Thank you!
Admin1

Re: Xfinity xFi Pods Now Available in Select Markets

GillSaab -- We're slowly launching this product throughout our service area. We have launched them in Boston, Chicago, and most recently Colorado. We have not announced a launch date for other areas at this time yet. 


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Regular Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

Hi Comcast folks, I was able to order a 3-pack of Pods this week and should arrive in 2 days, per UPS.  My issue is my modem is still on DPC3941_2.7p8s1_PROD_sey and from I’m reading I need an update of the firmware to support my upcoming Pods. For kicks, I rebooted my modem twice, but no change. Can you push out the new firmware to me before I receive the Pods so I can set them up as soon as they arrive?

 

Thanks!

Regular Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

Hi, additional question, I would like to use the Pods while wired back to the Modem via Ethernet. I’m reading that I cannot setup a Pod if its Ethernet port is connected back to the modem.  However, once they are setup, I would like them to be all connected via Ethernet. Is this possible? My assumption here is that wired Pods will be faster than wireless meshed Pods.  I know the original Plume Pods can do this but cannot confirm that the XFi versions can. If not, what is the purpose of the Ethernet port?  I would really like to take advantage of my hard wired Ethernet ports throughout my house. 

 

Thanks for the help. 

Official Employee

Re: Xfinity xFi Pods Now Available in Select Markets


@sr2801 wrote:

Hi Comcast folks, I was able to order a 3-pack of Pods this week and should arrive in 2 days, per UPS.  My issue is my modem is still on DPC3941_2.7p8s1_PROD_sey and from I’m reading I need an update of the firmware to support my upcoming Pods. For kicks, I rebooted my modem twice, but no change. Can you push out the new firmware to me before I receive the Pods so I can set them up as soon as they arrive?

 

Thanks!


Hi sr2801, 

The firmware update should automatically happen prior to receiving your xFi Pods, but I'm double checking with the teams to make sure it's in process. I will confirm later today.

Thanks!

ComcastKate


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Official Employee

Re: Xfinity xFi Pods Now Available in Select Markets


@sr2801 wrote:

Hi, additional question, I would like to use the Pods while wired back to the Modem via Ethernet. I’m reading that I cannot setup a Pod if its Ethernet port is connected back to the modem.  However, once they are setup, I would like them to be all connected via Ethernet. Is this possible? My assumption here is that wired Pods will be faster than wireless meshed Pods.  I know the original Plume Pods can do this but cannot confirm that the XFi versions can. If not, what is the purpose of the Ethernet port?  I would really like to take advantage of my hard wired Ethernet ports throughout my house. 

 

Thanks for the help. 


Hi sr2801,

xFi Pods are currently designed to connect wirelessly to each other and the xFi Gateway, and cannot be connected via Ethernet to each other or the Gateway during or after activation.  Each xFi Pod includes an Ethernet port in case you want to connect a stationary device, such as a printer, directly to the network. Support for Ethernet Backhaul functionality (so that xFi Pods can be connected via Ethernet to the xFi Gateway during or after activation) is on our roadmap but not currently supported.


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Regular Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

Unfortunately, I am going to have to return the Pods. The issue is that while a wireless extender does extend the WiFi signal it does so at a cost of speed. For example, in my bedroom, without the Pods I was at about a speed of 90 down and with the Pods I was under 50. I had a stronger signal but slower speed. This is because a wireless “hop” cuts the speed in half. My goal was to extend my 179 down speeds I see in my Family Room throughout the house using the Pods Ethernet Backhauled, like the Plume Pods can do today. If I knew that the Ethernet Backhaul feature was coming soon then I’d keep them ...

Frequent Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

If you are getting 50Mbps, you have a labout issue. You need more pods or better placement. The pods are low power and designed to be more densely implemented than the normal access point. I have seven for a 2500sf house and that’s using wired backhaul where placement is less critical.

 

I regularly get 90-100Mbps with the original Plumes using wireless backhaul (measured using iperf3).

 

Make sure you are waiting 24 hours after each change before testing and that the client device you are using to test has roamed to the closest pod. Start from the point of your Internet connection and move outwards to make sure that the intrapod connections are good.

Regular Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

So the Pod that I was connected to was 10ft from me. That Pod was 25ft from the Modem, through some walls. Then I moved that Pod to about 20ft from the modem and about 15ft from me. Both placements of the Pod gave me the same ~50 down. Without the Pod plugged in (and connected directly to the modem) I was ~90 down. Every time that tested I verified the BSSID was where it should.

 

Bottomline, I was hopping to extend my 150+ down throughout the house. My house is about 2,000sf on two floors. I feel that if the Pods were wired backhaul that I would see this speed. Until they can do this, for my needs, I cannot use them. 

New Poster

Re: Xfinity xFi Pods Now Available in Select Markets

So I am anxiously awaiting Xfi pods to become availabe in my area.

 

I ahve a Cisco XB3 gateway adn I just wanted to confirm my gateway will be compatible.


Also, is there an updated timeframe now as to when they will be available marketwide?

New Poster

Re: Xfinity xFi Pods Now Available in Select Markets

Likewise, seems odd that I have an XB6 and 1gig network 4k receiver but unable to get these final piece to be complete in Atlanta

 

New Poster

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

When will xFi pods be available in Connecticut?
Service Expert

Re: Xfinity xFi Pods Now Available in Select Markets


@chrisbrindley wrote:

Likewise, seems odd that I have an XB6 and 1gig network 4k receiver but unable to get these final piece to be complete in Atlanta

 


I can't find it now, but I read the pods are not yet compatible with the XB6.




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Official Employee

Re: Xfinity xFi Pods Now Available in Select Markets

wrote:
Likewise, seems odd that I have an XB6 and 1gig network 4k receiver but unable to get these final piece to be complete in Atlanta

I can't find it now, but I read the pods are not yet compatible with the XB6.
___________

Yes they are. Check out post #1 in this very thread

I don’t think they’re available in Atlanta yet

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Service Expert

Re: Xfinity xFi Pods Now Available in Select Markets


@ComcastAndrew wrote:

@chrisbrindley wrote:
Likewise, seems odd that I have an XB6 and 1gig network 4k receiver but unable to get these final piece to be complete in Atlanta

I can't find it now, but I read the pods are not yet compatible with the XB6.
___________

Yes they are. Check out post #1 in this very thread

Wrong again.  My bad.




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New Poster

Re: Xfinity xFi Pods Now Available in Select Markets

Any idea when these will be available in the Union County NJ area?

New Poster

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

Have new install with the new gig modem.  We have just terrible coverage in our house (old house in SF).   Was going to get orbi or similar but would rather have integrated system.  So, how long till these new pods are out in san francisco??

thanks. 

Service Expert

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility


@rrushakoff wrote:

Have new install with the new gig modem.  We have just terrible coverage in our house (old house in SF).   Was going to get orbi or similar but would rather have integrated system.  So, how long till these new pods are out in san francisco??

thanks. 


I have the Orbi.  I decided not to wait because I have seen issues with some gateways and the xFi pods.  And I couldn't wait to get better wifi.  The pods are nice, but they all have to be plugged in, as far as I can tell.  And they come in sets of three; if you need four, you have to buy six.  The mesh hardware from other vendors might possibly be less expensive.  I am also looking to the future of D3.1 and I would have to be on the Comcast gateway upgrade path, which might take some time.  Now, if I can get D3.1 with a new router, I can just rent or purchase a Comcast-approved modem on my own schedule.

 

I almost got the Linksys Velop.




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New Poster

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

Hello,

 

Do you know when the Pods will be available in my area (Bristol, PA 19007)? 

 

I reciently upgraded my equipment becuase a technician on the phone told me they would be rolled out nationwide mid march 2018, but i still get the message that they are available in my area when i try to purchase them. 

 

Thank You,

Shawn

New Poster

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility


@gr8fuldavemd wrote:
When will xFi pods be available in Connecticut?


I am also awaiting availability in CT. I recently upgraded my router to xFi compatible. I would even be willing to beta test xFi pods and provide feedback. 

Official Employee

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

Hello all,

 

We don't currently have any information about xFi pods availability in all markets. As soon as we get any updates - I will post an update in this thread.

 

Thank you! 


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New Poster

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

That’s odd. Someone from Comcast must have the answer. I’ve recieved several flyers in the mail, received advertisement emails and have even seen tv commercials promoting this product for months.
Service Expert

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility


@Engcoop wrote:
That’s odd. Someone from Comcast must have the answer. I’ve recieved several flyers in the mail, received advertisement emails and have even seen tv commercials promoting this product for months.

Best thing to do is check the website frequently.

https://www.xfinity.com/learn/internet-service/wifi/xfi-pod-3pack




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Frequent Visitor

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

I live in Colorado [80503] and would dearly love to purchase a 6 pack of the PODs.

But when I attempt to buy them online, the software selling them appears to be well out of date, as it claims they are not offered in Colorado. 

 

The local Xfinity store does not offer these, only online, or that would be a solution.  

One of the techs there has them, and they work just great, but I am having extreme difficulty ordering them.  

 

Frequent Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

Will these be available in the local Xfinity stores when they spread throughout Colorado?

I live just north of Denver, and the online sales to add either a 3pack or 6 pack to cart just errors out with the sorry message.

I'd really prefer to buy from the local store, much more convenient, and hopefully they'd get commission. 

 

Frequent Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

I would be extremely interested in how you were able to buy those.

I live just a bit north of you and Comcast will not sell them thru online sales.  

 

New Poster

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

I live in Maryland and I'm interested in purchasing the xfi pods to improve the Wi-Fi coverage in my home. When will they be available for sale in my market?

Service Expert

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility


@SteveBl wrote:

I live in Maryland and I'm interested in purchasing the xfi pods to improve the Wi-Fi coverage in my home. When will they be available for sale in my market?


Comcast makes the annoucement AFTER they are available; they almost never say when they will deliver something.




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Re: Xfinity xFi Pods Now Available in Select Markets

I have a home in Boston as well as Florida. If I buy in Boston, will they also work in Florida???

Service Expert

Re: Xfinity xFi Pods Now Available in Select Markets


@PVBBob wrote:

I have a home in Boston as well as Florida. If I buy in Boston, will they also work in Florida???


I don't have the pods, but if they aren't available in Florida, I seriously doubt they can be activated.




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Re: Xfinity xFi Pods Now Available in Select Markets

With assistance from the local service manager [great folks, unlike the "support" centers] I finally managed to add a 6-pack to Cart.

However, the online order decided to add an installation charge of just under $100--FOR A PRODUCT THAT IS SELF_INSTALLED!!!

Hopefully I can actually get the order in and get delivery, then hopefully the local service manager can help me with getting rid of that service charge if the online support folks are still unable to deal with poorly written order software.  

 

... at some point, one wonders if the product is worth the grief of "online help"  compared to local electronics store. 

Service Expert

Re: Xfinity xFi Pods Now Available in Select Markets


@lstowell wrote:

With assistance from the local service manager [great folks, unlike the "support" centers] I finally managed to add a 6-pack to Cart.

However, the online order decided to add an installation charge of just under $100--FOR A PRODUCT THAT IS SELF_INSTALLED!!!

Hopefully I can actually get the order in and get delivery, then hopefully the local service manager can help me with getting rid of that service charge if the online support folks are still unable to deal with poorly written order software.  

 

... at some point, one wonders if the product is worth the grief of "online help"  compared to local electronics store. 


I have had good luck calling 1800comcast and explaining my situation and getting those kind of charges removed.




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Re: Xfinity xFi Pods Now Available in Select Markets

I was given 855 533 8001, where unfortunately it appears Comcast doesn't give ordinary technicians the capability of correcting obvious software foulups on their ordering site.   However, the tech got me a supervisor and about 5 minutes later, my order [which had been blocked] went thru and I got confirmation. 

 

Now, just a matter of waiting for hopefully the pods to arrive.   

Frequent Visitor

Re: Xfinity xFi Pods Now Available in Select Markets

The pods just arrived. What a hassle and runaround from Comcast--hope they are worth it. The rare online support employee that had actually heard of them and sounded knowledgeable actually sent a service tech to "deliver" them, even though the website says they are strictly online. Luckily that service tech DID know about them and let the local service manager know what happened. The local service manager checked using access obviously mere mortals do not have and was able to somehow convince the online add to cart application that the next time I tried to buy, go ahead and sell them. Then, that online add to cart added an installer fee--for a product clearly noted as self install. It really is unfortunate that Comcast chooses to use the least qualified employees to sell these and offer support for sales issues. The local Xfinity store and service guys knew exactly what these are, but unfortunately are not allowed to sell them. You'd think Comcast upper management would be smart enough to let those local stores sell them, as that would allow very careful control of them being available in any community they are supported in. Cute little things, and come in a very nice attractive well-built box. Wonder who makes them....
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Contributor

Re: Xfinity xFi Pods Now Available in Select Markets


@lstowell wrote:
 Cute little things, and come in a very nice attractive well-built box. Wonder who makes them....

Plume WiFi....

Official Employee

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

Hi all, 

 

xFi Pods will be available to eligible customers in Greater Boston Region and Chicago, IL as of November 29, 2017 and in Colorado as of February 6, 2018. xFi Pods are available for purchase online in packs of three or six, for self-install only.

See here for more details. If you area is eligible, the site will allow you to order. 

 

KenF


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Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

Hi I live in Granger, IN and am in dire need of xfi pods. We have 4 cameras and 2 wireless boxes and which never work when needed due to the distance from the modem. I will likely change tv services if they dont become available in my area soon. Can I get an update on availability in my area?

Thx
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Service Expert

Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility


@Santiago2625 wrote:
Hi I live in Granger, IN and am in dire need of xfi pods. We have 4 cameras and 2 wireless boxes and which never work when needed due to the distance from the modem. I will likely change tv services if they dont become available in my area soon. Can I get an update on availability in my area?

Thx

I didn't wait for the pods; I purchased one of the retail mesh products (Orbi).  I had to figure out how many I needed to cover all rooms;  the other mesh solutions might work better for you, if you can't wait for the Pods.




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Re: Xfinity xFi Pods - Updated Market Availability and Gateway Compatibility

 

Santiago2625, Please check the site I have listed above to see if they are available in your area. 


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New Poster

Re: Xfinity xFi Pods Now Available in Select Markets

I am in the same spot as the gentleman from Chicago. I live in Denver and the pods are now available here. I ordered the pods over the weekend along with new 1GB modem. I received modem on Tuesday (quick delivery) and tracking info in advance. But have not received an email or tracking info re: pod order. Any idea when they will arrive?
Admin1

Re: Xfinity xFi Pods Now Available in Select Markets

brice60 -- The pods should be delivered within a week or two. 


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Re: Xfinity xFi Pods Now Available in Select Markets

It’s been two weeks since I ordered the pods. I regret not grabbing a screen shot of my order confirmation. I did not receive an email confirmation or follow up tracking info. Do I need to reorder the pods? How can I get a status update?
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