I've had my xFi pods for about a month or so, and they were working great.
However, a few days ago, July 2nd. A Comcast tech came out to fix my Home touchscreen, as it wasn't connecting to my wifi, but had celluar. He went through a couple of things with the touchscreen and nothing was working. He then decided to do a hard reset on my gateway, and I had to setup all my wifi credentials again, that didn't work either. Ultimately he gave me a new touchscreen, which fixed the problem.
Now my xFi pods aren't connecting. When I first opened the up the app, it said my pods weren't connectings and to troubleshoot. I trired unplugging and plugging them back in, hitting troubleshoot. Nothing worked, so I hit remove to try the setup process all over again.
I have the pods plugged in, but once it gets to the connecting pods section, it fails and gives me an error that says 'Sorry, that didn't go as planned' And suggests restarting gateway and try again. Which I've done and it doesn't help.
Any advice would be great. Thank you!
shaunm82, let's reconnect those pods. Is the error message: Sorry This Won't Work; Pod on Another Account'? Please send me a private message with your full name for help.
Daniella from ComcastSupport had actually emailed me on this issue a couple of days ago. She basically asked if I still had the problem. I told her I did, she emailed me back a little later and said that they fixed something on their end and they believe the issue had been resovled. I came home and tried to reconnect my pods and they magically worked. Hopefully Daniella can chime in.
Phone calls were no hope at all, and were in fact frustrating.
Wow! disconnecting your call and making you call back and wait forever in their queue must be something their trained to do! happened to me three times! btw, we do see the date and times on the post, fyi...
Just finished a 52 min call with Comcast between 2 different tech support agents and finally a billing agent. I'm out! Its been my experience without exception that in situations like this the devices connect easily and quickly or they are nothing but trouble. Comcast wanted to send a tech to my home but declined because you can be assured that even if a tech could get the pods to work they would stop working not long after and I would have to start this process all over again. Ethier some works or it doesn't. Arranged for return and refund for pods. Moving on...
I'm on to support now and have been told there is a nationwide outage which means nobody can activate pods. The agent referenced ticket CR790992129. There is no ETA on a fix. This is the third agent I've spoken to about this and the first one who told me about this outage. Very unhappy with Comcast support!
My point exactly. How many total hours have we and most likely hundreds of other comcast customer across the nation wasted on trying get an issue resolved by comcast. As I said before, even if they get this issue fixed, how long until they fail again...?
As others have pointed out, where is comcast on this forum? i think their absence/silence says it all.
I recieved my 6 pack yesterday and tried getting them up and running today. I also ran across this issue of something has gone wrong and cant get these things to work. I am glad I found this forum because my next step was to call and talk to the robot that never gets you to the right place only to finally get ahold of someone that will transfer you to someone else and then the disconnect and repeat! Anyways if no solution pops up by monday i will be getting my $200 back.
If I try to setup the others like the first one I get a message saying they're assigned to a different account.
Isn't it great all the help and support we get from Comcast on here :/)
I can only see one in the app. It works and devices are connecting to it, but it's like the others done exist. I've removed the primary and resinstalled but no use.
Still no help from Comcast here. It must be great for them that their customers provide crowd sourced technical support!
Thanks for that, but I have no faith in Comcast support, here or elsewhere. It's disgraceful that they have not made any comments on the forum about such a significant issue.
I just installed my xFi pods today. I plugged int he firtst. It said all good, plug in the other two but then i could not get any of them to connect and the xfinity chat help was worthless as all they did was talk me through the same steps that were in the online troubleshooting page. BUT I DID FIND A WORK-AROUND FIX. I unplugged all three pods and started all over again but this time I told the App that I was only instaling one, not all all 3. This time it connected and made the first Pod "online. Then after it was all good on the single install, I then plugged in the other 2 and said I was adding them. After about 15 minutes they both said they were connected and online. No idea why it did not work when following the directions I have tested them and now have coverage in teh farther reaches of the house.
I was also able to get my 6 pods connected today. I went into the app and removed all 6. Then like others plugged one in at a time and did the set up process. I still am lacking wifi outside and was hoping that placing these pods on exterior walls will help boost the signal to my back yard but it is not the best. I have a hard wire ethernet connection outside but am unsure if adding an access point will solve this problem. Not all that tech savy with that sort of thing but dont wanna waste any more money on something i cant seem to find a concrete answer on. If anybody reads this and can chime in that would be great. If an outdoor access point that is backhauled from my main switch inside would work and is it something as simple as plugging it in and it will broadcast the same wifi as the xfi modem?
I did something similar with an ethernet connection in the bedroom farthest from my gateway. It worked for the bedroom's wifi connection. It should work for you. Just be sure to NOT SCRIMP on the AP. Buy the best router you can afford.
Mleap, MichaelF1 --
Thanks for reaching out & I apologize for the frustration. I've pulled up your accounts to share with engineering to troubleshoot. I will post when I have additional information.
ShaneG, shaunm82, skidog20, & fourhorses --
It sounds like you have your Pods connected & working. If you still need further assistance, please let me know & I can look into any issues you might be experiencing.
Mleap, MichaelF1 --
I responded to you on your other threads. Could you please try to onboard the Pods & let me know if you are successful?
Thanks. I'd like to get this escalated to our engineering team. I will private message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.
This past Friday evening 7/13, and Saturday 7/14, we experienced a temporary service interruption that impacted activation of xFi Pods. The issue should no longer be impacting customers. If you continue to experience any issues, please reach out to me on this thread or via Private Message.
amp10 -- I've pulled up your account to begin digging into the issue you're experiencing. Could you please let me know what type of error you received & when you attempted to onboard the Pods?
All of my pods switched offline. They will not come back online. I've tried re-installing them and they still aren't coming back online. This is very frustrating, especially after paying so much for these things.
Oh, and don't bother calling Xfinity. Tremendous waste of time. After explaining my issue and going through the whole verification process, the customer service agent just disconnected and made me wait for another. No help or insight was provided.