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gsd656
20th Anniversary celebration
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2 Messages

Tuesday, June 20th, 2023 8:33 PM

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1st gen PODs will not connect to CGM4331COM

1st gen PODs will not connect to CGM4331COM.  Tried resetting over and over. Tried direct connection via ethernet to reset.  Northing works.

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Updated 

2 years ago

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XfinityJohnG

Official Employee

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1.7K Messages

2 years ago

Thank you very much for reaching out to us here @gsd656. I would be happy to assist you with any issue with that pod. Are you getting any type of error message when you attempt to connect that pod? Is the small LED light coming on when the pod is plugged in?

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gsd656

Visitor

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2 Messages

2 years ago

it says that it could not connect/come online.  Asks me if i want to try again. i do so and it fails again.  Then it gives me tips on better placement.  And finally it tells me to call Xfinity.  Tried that, but the robot that answers loops in circles and will not connect me to a real person.  The pods show up on the Xfinity Ap, but they show as offline.  i did the troubleshooting steps, they do not help.

Tried removing the pods and starting the process over many times with same results.

The light blinks (pulses on and off slowly)

  

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XfinityJohnG

Official Employee

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1.7K Messages

Okay, thank you for doing all of that already for us. I would like to run through some troubleshooting steps on this end for you to see if I can get that online for you. In order to do that you will need to send me a direct message with your full name and complete address. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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

   Press Enter to send it

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

2 years ago

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