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Visitor

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8 Messages

Thursday, April 21st, 2022 5:20 AM

Closed

Alexa can’t connect to Xfinity gateway

Hi, just upgraded my router to any Xfinity gateway (TG3482G). Now Echo Dot can’t connect. I’ve tried everything suggested in other posts - resetting, switching bands, deregistering device, turning off security, uninstalling the Alexa app, manually entering router settings, replacing the Echo Dot with a new one, etc.

Seems like I’m not the only one with this issue, but have not seen a fix. I could bridge the gateway to my old router (worked with that) but that defeats the purpose of getting the new gateway w/ improved features.

Please help, I miss being able to control my home devices with voice commands. 

Accepted Solution

Visitor

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8 Messages

3 years ago

The solution was to ditch the XB6 modem and replace it with the XB7. The Echo Dot immediately connected. 

After many hours, I’m up and running. Anyone else with a similar issue, I advise contacting Xfinity tech support and replacing the modem  if any of the other simple fixes don’t work.

(edited)

New Poster

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4 Messages

3 years ago

This worked for me!

If using a 2.4 GHz network, channels 1, 6, and 11 are the best channels to use with your Echo device. I used channel 1

Visitor

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8 Messages

@NannieH​ I switched to the gateway to dual band but didn’t see any options for channels. Were you able to do that through the admin portal? I’m using model TG3482G.

New Poster

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4 Messages

I did it using the Xfinity app on my phone. I clicked on Xfi Gateway online and then advanced settings on the bottom of the screen. I then clicked on 2.4 GHz-edit-and changed the channel to 1

Visitor

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8 Messages

3 years ago

Yeah unfortunately with the XB6 (TG3482G) “Advanced WiFi settings for Gateways with this software enhancement are not visible and cannot be managed from the Admin Tool or Xfinity xFi”.

I see so  many people with this problem connecting Alexa. I would hope that Amazon or Xfinity would come out with a fix instead of us poor souls scouring the help pages.

Gold Problem Solver

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2.9K Messages

Hey there, @user_e3ed69 

 

When you pull up your device lists on the Xfi app, do you see the Amazon devices listed there and connected? Our team is here to help you out! 

I no longer work for Comcast.

Visitor

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8 Messages

Hi, yes it’s listed under devices connected when I’m in setup mode. 

(edited)

Gold Problem Solver

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2.9K Messages

Lets have our team look into your account and check into the devices on our side. Can you please send us a private message with your full name and full service address? To send the requested information:
  • 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
  • Press Enter to send it

I no longer work for Comcast.

Visitor

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8 Messages

Message sent. Thank you for the help 🙂

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