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user_6cc44d
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09/21/2026 1:07 AM

xFi extender suddenly all offline

I have XB6 gateway and 3 first generation xFi Pod extenders.  Suddenly all three went off line at once. Comcast can see all three and tried to map or re-provision them to no avail. Tech coming out Tuesday.  My guess is there was either a firmware update on the gateway or something happened on the backend at Comcast.  I have tried removing and reinstalling but the extenders never connect--even in manual mode where i input s/n#.  The app sees the 'new' pod and correct serial number but won't finish final step to connect to the gateway. What gives?

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user_6cc44d

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6 days ago

update: all are online and working.

Here’s what happened:   1)  all three extenders were visible by my xFinity app, but were ‘offline’. 2)  asked xFinity to reprovision (remap or refresh) and 12 hrs later they were working.  

I think it is essential NOT to fiddle with the Gateway or the install of the extenders. If you can see them in your app so can comcast. Most likely solution is what they call a ‘refresh’.  It’s happened 2x to me.  In BOTH,  the refresh took 8-12 hrs to kick in—probably had to go through some sort of cycle. 

I’d ignore most of the mechanical fixes. So skip the tech visit—he may make it worse. This is 90% a software glitch on Comcast end. 

(edited)

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user_nc5uur

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@user_6cc44d​ Thanks for sharing. Did you have to specifically ask for a refresh? Or did it happen automatically?

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6 days ago

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user_6cc44d

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28 Messages

i had to ask. i did it via app and a ‘live agent’.  much faster that way

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6 days ago

user_snd1dj

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7 days ago

Same here.  Multiple pods went offline.  Tried to reconnect on app and says they’re online but the pod light is still blinking and right after, will do a test of the network and after testing the gateway speed, the app cannot locate any of the pods.  Tech came out and replaced gateway, and still couldn’t connect the pods and left.  Picked up 2 new pods at store and even they would not connect.

(edited)

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XfinityJohnG

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Thank you for reaching out here about that issue with your pods. There is an issue that our engineers are aware of. At this time, there is not a temporary solution or estimated restoration, however, our amazing engineers are aware of this concern and actively working to resolve this as soon as possible.

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7 days ago

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user_08bjsj

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7 days ago

Exact same issue here! Has been an ongoing issue for the past few weeks 

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XfinityJohnG

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Thank you for reaching out to our team here about that issue with your pod. There is a known issue with those. At this time, there is not a temporary solution or estimated restoration, however, our amazing engineers are aware of this concern and actively working to resolve this as soon as possible.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 days ago

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jmi7119

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7 days ago

Same here. Had 6 all go off line a few days ago. Same thing, tried deleting, adding again. Some firmware update in the router broke something. 

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user_6cc44d

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all of a sudden my pods are online and working. I read on this forum from a comcast employee that it was known glitch that engineering was working on. so last night i asked the xfinity techs over the chat via the app to keep trying to re-map and provision my account so the gateway could communicate with the extenders.  (what was interesting is that they could see my xfi pod extenders on their end too). They resent a signal but weren’t sure if it worked—12 hours later it did take hold, probably after recycling and clearing whatever broken code was causing the issue. 🤞🤞Hopefully it keeps working. 

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7 days ago

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XfinityCliff

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Hello @user_6cc44d, and thank you for following up with an update here on our Xfinity Community forums.

We're glad to hear that your Pods are back online and working again.❤️

 

It certainly sounds like you put in a lot of effort troubleshooting the issue and working with support to narrow things down. The fact that all three Pods went offline at once, remained visible in both the app and on the backend, and then came back online following the reprovisioning attempts does suggest there may have been an issue with communication or provisioning rather than a hardware failure of the Pods themselves.

Hopefully the refresh and reprovisioning completed successfully and everything continues operating normally moving forward. We appreciate you taking the time to share your experience and the resolution, as it may prove helpful to others who encounter similar behavior in the future.

Here's hoping the connection remains stable and that your Pods continue to perform as expected!😀

(And as always, a big thanks to @EG for keeping on top of things and ensuring we have visibility on important issues!)

(edited)

I am an Official Xfinity Employee.
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7 days ago

user_nc5uur

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7 days ago

Same here . For a week now my 2 extenders have been continuously cutting in and out. I did all the basic reset stuff suggested and repositioning, but it still does the same thing. 

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XfinityJon

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Good afternoon user_nc5uur I will be happy to look into this further for you. Before we look into this here are some troubleshooting steps. Please let me know if this helps. 

 

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7 days ago

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user_nc5uur

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Thanks.  I have the regular extenders with the two ethernet ports, not the Pro extender mentioned in the linked troubleshooting instructions. Anyhow, I tried reseting the router, re-plugging, de-installing re-installing, relocating, etc., etc. Both extenders keep coming in and out when before last week they were steady.

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7 days ago

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XfinityJon

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Okay, I can look into this further.

Please send us 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 forums page.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

Click the "Direct Messaging" icon 

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 and press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 days ago

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user_6cc44d

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@user_nc5uur​ you have second gen extenders—all good. if you can ‘see’ your extenders in the app, i’d forget all the reboot nonsense. they’re just offline because of an xfinity issue. instruct them to refresh. wait 12 hrs and it may fix.  worked for me. 

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4 days ago

EG

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121.6K Messages

7 days ago

The concerns are 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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user_6cc44d

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2 hours ago

solution: if your pods show on xfinity app but are merely ‘offline’ ask for a refresh at Comcast. Generally works. usually take a few hours to kick in.  mine the next day. 

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