Impossible to speak to a person about a very specific question

I have tried xfinity assistant and I have tried calling the main service number. All I need to know is whether my wifi is 2.4 GHz or 5 GHz and if it's 5 GHz I need to know how to split it and create a 2.4 GHz band so I can connect smart home devices. Obviously the bot has no idea what I'm talking about because there is no prebuilt support for this that the AI recognizes.

I've seen other posts saying to "Direct Message" the customer support team but when I click on the DM icon, it just keeps opening one tab after another asking me to "log in" to my Comcast email (never done that), and if I click "Log in" it just opens up a new tab with the same exact page without log-in fields.

I am 7 months pregnant and have a simple question and don't have the patience for this whatsoever. Such unnecessary stress. I will switch services if it continues like this.

Responses

XfinityAirelle

Official Employee

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2.7K Messages

7 months ago

user_13056l Hi there! I’m so sorry you’ve had such a frustrating experience, especially with everything you’ve got going on right now. Let’s make this easy. Your Xfinity Gateway broadcasts both 2.4 GHz and 5 GHz WiFi bands under one network name (SSID), which helps most devices connect automatically to the best option.

However, some smart home devices need a direct connection to the 2.4 GHz band. To fix this, you can separate the two bands by giving them different names. I've listed some directions below to help you get this done.

Using the Xfinity App:

Open the Xfinity app and sign in with your Xfinity ID and password.
Go to the Wi-Fi tab.
Tap on "Wi-Fi details".
Tap on "Edit Wi-Fi settings".
Turn on the option to "Split Bands"
Assign unique names (SSIDs) and passwords to each band.
Save your changes.

Once done, you can connect your smart home devices directly to the 2.4 GHz band. Let me know if you need help with any of these steps!

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user_13056l

3 Messages

@XfinityAirelle I followed your instructions however when I toggle "Split Bands" to "ON" and hit save, it closes the pop-up as if it has saved that setting, however there is no prompt to assign unique names/PWs to each band. And then if I go back into the Wifi settings, the toggle is back to "OFF".

7 months ago

0

U

user_13056l

3 Messages

Also, I assume if I do this and it doesn't solve the issue I am having with my Smart Home device, I can revert back to the single band?

7 months ago

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XfinityBenjaminM

Official Employee

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2.2K Messages

user_13056l Try power cycling your modem by unplugging it for a few minutes, plug it back in, and try the steps again. Yes, you can toggle split bands off and on as needed.

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7 months ago

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BruceW

Gold Problem Solver

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26.5K Messages

7 months ago

... I need to know how to split it ...

You may not be able to. https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi says:

xFi Advanced Gateways (XB6 or newer)
- Most of these gateways have been upgraded with software that manages advanced WiFi settings automatically to help optimize your home network and provide the best performance possible.
- Advanced WiFi settings for gateways with this software enhancement are not visible and cannot be managed from the Admin Tool or Xfinity app.

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Customer Service

user_13056l

Impossible to speak to a person about a very specific question

XfinityAirelle

Using the Xfinity App:

user_13056l

user_13056l

XfinityBenjaminM

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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