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Cameshell
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Saturday, January 13th, 2024 7:53 PM

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No support during outage

I have storm ready and now during a power outage the app says it’s working but I have no connection.   Called and texted to try and get an agent but they will not connect because of an outage. How do you get help with storm ready during a storm???

Lights are solid on both the device and the battery, and the app says it’s active and strong. However, my SSID is not broadcast. I see 3 generic SSID: XLE_AP0, XLE_AP1, XLE_AP2

Question

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Updated 

10 months ago

 • Edited

373

3

XfinityThomasA

Official Employee

 • 

2.3K Messages

1 year ago

Our Digital Care Team can help with your Storm Ready WiFi, @Cameshell. Please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

2

0

Weaver64

1 Message

Please publicly post the answer in this thread.  I'm also seeing SSID: XLE_AP0, XLE_AP1, XLE_AP2, and this is the only hit on a Google search.  Myself and others will need help troubleshooting in the future.

1 year ago

0

XfinityAmandaB

Official Employee

 • 

2.2K Messages

@Weaver64 We are always happy to help with troubleshooting your Storm Ready Wi-Fi! You can also check out this quick FAQ page that may help. https://www.xfinity.com/support/articles/storm-ready-troubleshooting  If you still need assistance please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

 

 

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

Samadaeus

2 Messages

1 year ago

This exact this is occurring to me. It’s really disappointing that you’ve hidden the solution from other customers and have placed it behind a multiple exchange process as such as one to have to wait for your response which will only contain questions and then has to wait all over again after the customer answers them hoping you don’t have more questions and can simply provide the solution initial requested just I and @weaver64 are needing.

(edited)

2

0

XfinityJanelle

Official Employee

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1.5K Messages

HI @Samadaeus Thank you for reaching out on the Xfinity Community Forums. We are happy to help! Are you seeing the three defaulted SSID's? This typically means the device is not properly activated. Are you able to go into the Xfinity App to see the current status of the storm ready? If it is missing, please attempt the activation steps once more. If it is there please let me know. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_6e55d2

Visitor

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3 Messages

I see it as activating. We are in an outage, so it apparently won’t complete the activation now.. just the XLe_ap0 and so on showing up..

also battery issues, this is getting sent back and not replaced until you guys work out the bugs. 

1 year ago

0

user_ao11zi

1 Message

11 months ago

My storm-Ready Wifi backup is showing as activated on the app. I am still having the same issue with XLE-AP0, XLE_AP1 & XLE_AP2 showing up instead of my own Network name.

3

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

Hello, @user_ao11zi Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

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

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

Alexkotp

1 Message

I am having the same exact issue. SSID is showing incorrectly but I already configured it in the past. This is unacceptable 

10 months ago

0

XfinitySheila

Official Employee

 • 

1.1K Messages

Alexkotp

Were you able to connect to these additional networks? The Storm Ready Wi-Fi maintains a smaller footprint/connection, so it will not be as robust as your normal internet speeds. The 3 networks IDs represent the 2.4, 5, and Wi-Fi 6 bands.

" During a network or power outage, the Xfinity Storm-Ready device automatically switches to a backup 4G LTE cellular network to keep your home online. It’s only available in areas within range of applicable 4G LTE cellular signal, and when activated, internet speeds will be reduced to speeds up to 30 Mbps download/7 Mbps upload. Coverage works within Xfinity Mobile service areas with no additional requirements"

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

0

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