Visitor
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1 Message
AI Support Broke My Wifi, now I have no internet and no way to fix it
Basically I was having issues with the wifi switching to "connected with no internet" every 5 minutes, if you tried to restart with the app it would take 30 minutes to "restart" where you would then have to go to the router and unplug it. It would work for another 5 minutes and then do it again.
Anyway, I tried using the "customer support" troubleshooting AI on the website (since the app would not load at all) and it decided that I had an external router (I do not), and that's why I'm having trouble keeping a wifi connection on literally every device in my apartment. Well, it somehow turned on bridge mode, and guess what? You can't turn it off unless you have a mobile device logged into the wifi via the non-existent external router that's not plugged into my Gateway. Because for some reason they decided to disable the Admin Tool page in favor of the app, which requires a stable wifi connection to work.
I essentially went out and purchased an ethernet cable to plug my work laptop into the Gateway so I could try to access this mythical Admin Tools page for no reason.
Oh, and you can't turn off the setting that disables Admin Tools when your Gateway is set to bridge mode!
XfinityLinda
Official Employee
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2.8K Messages
16 hours ago
Thanks for connecting with us here in our community, @user_ux6he1, about your Wi-Fi. We’re really sorry this troubleshooting experience left you in an even more frustrating situation. You reached out for help with an unstable connection, and we understand how upsetting it is to now be without a reliable way to get back online, especially when it’s impacting your work. We’d like to take a closer look at your Gateway and connection and help determine the best path forward. Please send us a Direct Message, so we can work through this with you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon in the top right corner
Click the "Start new conversation" (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.
Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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EG
Expert
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122K Messages
2 hours ago
@user_ux6he1 @XfinityLinda
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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