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user_u9tbjv
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Thursday, November 21st, 2024 5:17 PM

Storm-Ready Wifi Issue: "Connection Status" is "Offline"

My normal internet is out and the storm ready wifi is not working (two days in a row). The app says "you're connected with storm ready wifi", but when I go into the storm ready device in my app it shows cellular data is "unknown signal", battery backup is "unknown". Clicking into device details shows that the "connection status" is "offline". Power is no longer out so battery isn't needed. The light on the storm ready wifi device is solid white. I've gone through the troubleshooting guide including restarting and plug/unplug both the storm ready device and my gateway... many times. No customer service available to connect to. Need assistance.

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3 hours ago

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XfinityJosephA

Official Employee

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1.4K Messages

7 hours ago

Hello @user_u9tbjv thanks for the detailed post and for taking the time to troubleshoot your Storm ready Wi-Fi device. It sounds like it may not be connecting to Cellular LTE. Have you tried moving the Pod near a window or testing it in different locations in your home? 

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user_u9tbjv

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Yes, I did pull the device out into the open next to a window. Do you think the issue is just that it isn't connecting to Cellular LTE, given that it shows as "offline" and the app can't determine not only the cell data signal, but also can't determine the battery backup status? Seems like there is a deeper issue, any thoughts?

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3 hours ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

Thank you for letting us know that you tried that @user_u9tbjv, we appreciate it. It may be a deeper issue and we are happy to help get to the bottom of it. I know you stated you ran through troubleshooting steps, to confirm, did you try to reboot the Storm-Ready device by holding the reset button for 15 seconds? May I also ask how long you have had your storm ready device?

 

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3 hours ago

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