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user_22fec7
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Saturday, January 22nd, 2022 6:37 PM

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xFi Pods won't connect

I bought XFi pods from someone on the internet that won't connect? Do I need to add these to my account? Do they need to be removed from their account?

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Updated 

3 years ago

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EG

Expert

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110K Messages

3 years ago

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

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XfinitySara

Official Employee

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1.6K Messages

3 years ago

Hello, @user_22fec7! Thank you for reaching out to the community with your questions about the xFi Pods you have acquired. We are here to help however we can! Here's how to Activate Your xFi Pods from the Xfinity App, which is the best place to start. Then you can also visit our xFi Pods Frequently Asked Questions for additional information. Please let us know if this helps, and if you still have any concerns with getting those pods working in your home. Our team works around the clock to provide you (and the community) with support 24/7 :)

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user_22fec7

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4 Messages

@XfinitySara​ I know how to activate them. These dont work so giving me the directions is not helpful. Again, I bought these from someone else, not xfinity. Do these need to be added to my account? Removed from theirs? What is the problem?

3 years ago

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XfinitySara

Official Employee

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1.6K Messages

@user_22fec7, I'm sorry that didn't help! Our xFi Pods are not listed on an account the same way TV Boxes or Wireless Gateways are, so I was providing step-by-step instructions for getting them connected and synced with your account. If that didn't work, we might need to run through more in-depth troubleshooting. Do they appear in the app for you at all? If so, are you seeing an error code/message? And what's the status of the light on each Pod when plugged in?

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
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

3 years ago

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user_22fec7

Visitor

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4 Messages

the light is on, and after you try and connect them they time and never connect but than you can see the pod in the app but when I try to trouble shoot it does not connect?

3 years ago

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XfinityAmandaB

Official Employee

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2.1K Messages

@user_22fec7 I know when I set up my first series pods I did have issues with one during activation. I had to swap around the locations of the pods to be closer together. After that, I was able to unplug the pod for 30 seconds to have it reset and once it was plugged back in I was successful in completing activation. If the pod is not able to get a good connection to the modem it will show on the network but won't be strong enough to connect any devices. In these cases, if you move the pod to an area closer to the modem and ensure that you have as few obstacles as possible that should help a lot! 

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

3 years ago

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user_22fec7

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4 Messages

I have 3 pods working. As I said. I bought these used from someone else and they wont connect. The other pods I have that I bought from xfinity work fine.

3 years ago

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