Visitor
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1 Message
Urgent! Please help!!!!!
I have waisted lots of time trying to get some assistance. Please help me out!
i have two networks, the 5.0 works fine, but the 2.4 is not connecting. It says “temporarily unavailable” but it is all the time…. I need it working because most of my smart appliances need it. Please contact me at [Edited: "Personal Information"] or tell me a number to call. I need assistance asap!!
Martha [Edited: "Personal Information"]
XfinitySara
Official Employee
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2K Messages
2 months ago
Hello, @user_e02hxt! Thank you for taking the time to visit our community forum with your connectivity concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what our Digital Care Team can do to help! We're awesome to work with because we'll always do whatever we can to review and resolve issues like these as quickly as possible. Since we're a social media team, we'll continue to work with you here. But not to worry! If you need further assistance once we review the following, we can still have you send us a direct/private message if necessary :)
Initial Basic Steps (Always a good starting point):
1. Power Cycle Your Gateway: Unplug your Xfinity modem/router for at least 60 seconds, then plug it back in. Wait a few minutes for all the lights to stabilize. This can often resolve temporary glitches.
2. Check for Interruptions: Use the Xfinity app or go to our Status Center to check for any service interruptions in your area.
More Advanced Troubleshooting (Requires accessing Xfinity App or Gateway Admin Tool):
3. Split Your WiFi Bands (SSIDs):
Why: Many smart appliances prefer or require a dedicated 2.4 GHz network. Splitting the bands allows you to create separate network names for your 2.4 GHz and 5 GHz networks (e.g., "MyWiFi2.4" and "MyWiFi5"). This prevents devices from trying to connect to the "wrong" band.
How (via Xfinity App - Recommended):
- Open the Xfinity App.
- Go to the "WiFi" tab (usually at the bottom).
- Select "View WiFi equipment" or your Home WiFi Network name.
- Look for "Advanced settings" or "WiFi Details" then "Edit WiFi settings."
- You should find a toggle for "Split bands" or an option to create unique names for 2.4 GHz and 5 GHz.
- Note: Some newer Xfinity gateways might not easily allow splitting bands through the app due to advanced band steering. If this is the case, the next step (temporarily disabling 5 GHz) becomes even more important.
How (via Gateway Admin Tool - http://10.0.0.1):
- On a device connected to your Xfinity network (preferably wired, but Wi-Fi if 5.0 GHz is working), open a web browser and go to http://10.0.0.1.
- Log in (default username is admin, default password is password unless you've changed it).
- Navigate to Connection > Wi-Fi.
- You should see options to edit your 2.4 GHz and 5 GHz bands. Look for settings to change the SSID (network name) for each.
4. Temporarily Disable the 5 GHz Band (for device setup):
Why: Even with band steering, some smart devices specifically need to connect to only the 2.4 GHz band during their initial setup. Disabling 5 GHz forces them to see and connect to the 2.4 GHz network.
How (via Gateway Admin Tool - http://10.0.0.1):
- Log in to the Admin Tool (http://10.0.0.1).
- Select Connection, then Wi-Fi.
- Click Edit next to your 5 GHz band.
- Select Disable and click Save Settings.
- Now, try connecting your smart appliances to your 2.4 GHz network.
- IMPORTANT: Once your smart devices are connected, go back and re-enable the 5 GHz band to restore full functionality for your other devices.
5. Change 2.4 GHz WiFi Channel:
Why: Automatic channel selection can sometimes choose a congested channel. Manually selecting a less congested one (1, 6, or 11 are generally recommended as they don't overlap) can improve stability.
How (via Gateway Admin Tool - http://10.0.0.1):
- Log in to the Admin Tool (http://10.0.0.1).
- Navigate to Gateway > Connection > Wi-Fi.
- Click EDIT next to your 2.4 GHz network.
- Change "Channel Selection" from Automatic to Manual, and then choose a channel like 6 or 11.
- Click Save Settings.
6. Adjust Security Mode (if applicable):
Why: If your gateway is set to WPA3 Personal Only, older devices won't connect.
How (via Xfinity App or Admin Tool):
- Look for "Security Mode" settings. Change it to WPA3 Personal Transition or WPA2/WPA3 Mixed if available. Avoid "WPA3 Personal Only" if you have older 2.4 GHz devices.
7. Factory Reset Your Xfinity Gateway (Last Resort for user troubleshooting):
Why: This reverts all settings to their defaults and can clear out any corrupted configurations or bad firmware states.
How: There's usually a small reset button on the back of the gateway that you'll need to press and hold for 10-15 seconds with a paperclip.
Caveat: This will erase all your custom Wi-Fi names, passwords, and other settings. You'll need to reconfigure everything and reconnect all your devices.
Please take your time going through the above steps, as far as you can and/or need to, and let us know if that helps. That is going to be your best place to start! However, as mentioned earlier, we can take a closer look if necessary once you're done. Our team remains here to support you and your household in any way possible!
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