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elodie
1st Topic
1st Reply

2 Messages

Monday, October 28th, 2024 5:26 PM

My Wifi network isn't visible

My wifi network isn't visible. The gateway isn't reporting any outage. The wifi is set to be broadcast.

I did a few factory reset, nothing seems to help.

Please advice or/and send me a new xgateway

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18 days ago

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EG

Expert

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107.1K Messages

18 days ago

The concern is not "Home Security Devices And Equipment" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityEricB

Official Employee

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1.7K Messages

18 days ago

 

elodieThanks for reaching out with your service concern. You have come to the right place for help. You mentioned that you did a factory reset of the device already. To confirm, after doing that are you looking for the default network name listed on the device that would be broadcast after a factory reset? Are you using the Xfinity app to see the status the gateway is reporting to the account?

 

(edited)

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elodie

2 Messages

18 days ago

After my last factory reset, I went through the activation again and setup the WiFi name and password again. But to answer you question, I'm not seeing my WiFi name or the default one.

Yes, I'm using to check on the status

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XfinityEricB

Official Employee

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1.7K Messages

@elodie Thanks for checking that for me. Let's see if I can find the issue, and resolve it for you. If not, I'll be happy to have a replacement shipped to you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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18 days ago

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