Router

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Hello, @user_0hs5qd! Welcome to the WFH life! Having a rock-solid connection upstairs is definitely a must. While Xfinity residential accounts only support one main gateway/router per home (adding a second one actually causes signal interference and network errors), we can absolutely get that upstairs signal acting like a powerhouse for you.

Since your current extender isn't doing the trick, let's look at some other ways to potentially fix this. Check your Gateway and Pod placement - If you're using our xFi Pods (now called WiFi Extenders), make sure the pod is placed about halfway between your downstairs router and your upstairs workspace. If it's too close to the dead zone, it only repeats a weak signal. Utilize Coax (MoCA) - If your upstairs room has a cable jack on the wall, you can use a MoCA adapter to turn that jack into a hardwired Ethernet connection directly linked to your gateway downstairs. It’s incredibly stable for video calls and large file transfers. Separate Work Line - If your job requires a completely separate network, we can look into provisioning a second, independent internet line for your home.

Let's take a look at your current equipment together to see if an equipment swap or a WiFi Extender upgrade is the right move for your layout. Feel free to send us a direct message with your account details to get started!

How to send us a direct message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!