Extremely Slow Phone App Loading When Connected to xFi Gateway

Greetings, @XficustomerKay! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear that you are having issues with the xfi app loading as well. Are you only have issues with this app when connected to your network or does it take some time for other apps to load as well?

Hey there, @rick24. Does this happen with any other iPhone in the home or apple products? What troubleshooting have you tried? 

Happens to numerous phones.  Rebooted router and phones

Hi @user_Jcb012 [Edited username]

Thank you for letting us know the issues you are experiencing with the slow loading of apps. I know this must be an extremely frustrating situation.

What troubleshooting has already been attempted? I will do my best to avoid repeating the same steps for you! 

The same troubleshooting everyone else has been doing.  The issue appears to affect only android devices.  I disconnect my wifi and everything connects as expected.  I even connect to other wifi networks and everything connects as expected.  When I connect back to my wifi the issue is present again 

I am sorry to hear you are having issues with only android devices. Have you tried to reset the modem already? 

Yes multiple times.  I even disabled advanced security but there is no difference.

I am happy to look into your service and see what I can do remotely for you.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Hi, @Cmwill88.

Please create your own post and I will be happy to assist you with the wifi issues you are experiencing. 

@XfinityOtto Made a new post here: https://forums.xfinity.com/conversations/your-home-network/phones-having-extremely-slow-connections-while-on-wifi/6259f167ee0ef23e52624b35

Hello there @Sielove thanks for contacting our Xfinity Support Team. You came to the right place for help and we are here to work together. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Greetings, @jennifersnet. Thank you for taking the time to reach out to us. If possible, could you please create your own post in regard to the issues that you're experiencing so that we can ensure that this is looked into further? Please include as many details as possible in regard to the issue that you've encountered so that we can get this taken care of as soon as possible. 

Welcome to our community forum, @user_21dbec! I love using streaming apps on my phone so I'd be frustrated if they weren't working. Have you tried uninstalling and reinstalling the apps? Have you tried forgetting the network and reconnecting?

@user_9d562e

Good morning! Thank you for letting us know all you have tried with troubleshooting so far. Those are great steps to help narrow down the concern and so that we don’t ask you to repeat anything. This is something we definitely want to resolve for you so you can use your wireless connection with us on your phone.

Are you connected with X-Fi Pods or just the gateway? Aside from apps, can you load websites and surf the web without issue?

I am sitting literally a foot away from the XFi gateway and am having the same issue.  I turned off the wifi and my apps that were not loading, started loading.  Possible bug in XFi?

Thank you for reaching out to us due to the issues you're having with your internet. It would be my pleasure to assist you with getting to the bottom of what is going on. We're Xfinity experts and here to help. I do want to be sure that we're not having you duplicate any troubleshooting unless necessary. What steps have you tried so far? 

restarting phone/ modem uninstalling app etc. 

Do you happen to notice this happening on more than one device? 

Hey there, @user_043648

Thank You for taking the time to post to this thread, here on the Community Forum. The main reason that we invite people to Direct Messaging is so that we can look at the account, and complete account specific troubleshooting.

I totally understand that the symptom - slow phone apps When Connected to an xFi Gateway, can all seem the same, but there are a lot of potential causes. 

With that said, I am happy to work with you, right here, to see if we can find a solution that helps you and others.

What model Xfinity Gateway do you have?

What speed tier are you subscribed to?

How many devices are connected to the Xfinity Gateway when the issue occurs?

What make and modem phone are we using?

Thanks! 

I am sorry for the continued issues! We do appreciate you for taking the steps you have to get this resolved. When connected to the internet, are you doing so via the pods or modem? 

Both the pod and the modem. It doesn't matter which one, it happens on both.

Have you tried deleting the apps then downloading them again? 

Yes I have and it didn't fix the issue.

What are your download speeds when you are having the long load times?

Hi @user_0a8a89. Xfinity Wi-Fi is public and the internet speeds are slower than in home private speeds. They also may be overcrowded with other users and this will also slow the speeds down.