apple homekit

@XfinityAlisha​ Hi Alisha, thanks for the reply. I have devices all over my condo, on the first floor I have locks and a garage door opener, the second floor (where the router is located) I have speakers, cameras, thermostats, etc. The disconnects happen both through HomeKit and on the vendor apps of the non-Apple products. For example, I have and Ecobee Thermostat which is on the other side of the wall the Comcast router and that looses connectivity to both Apple HomeKit and also the Ecobee App. I worked with one of your colleagues and also Apple and created a 2.4 GHZ network and 5GHZ network (I also installed some 2.4 GHZ signal boosters on the first floor) however the issues are still occurring frequently. One other issue is I would like to move bands on the 2.4GHZ network to eliminate the possibility of interference but for some reason Comcast eliminated customer access to the configuration option.

Appreciate that information! I am sorry for the troubles you've experienced with this. The xFi Gateway determines which WiFi network band (the 2.4 GHz, 5 GHz band) is most optimal for a device's WiFi connection at any given time. It seamlessly changes to the best band based on signal strength and WiFi congestion thresholds. Also, most devices such as the Ecobee Thermostat will automatically connect to the 2.4 GHz band. 

What troubleshooting steps did you attempt with our support team? Did they our agents find any issues with your signal or devices? 

Hi Alisha, sorry for the delay. We went through every setting and then created a separate 2.4GHZ network (same SSID) and connected all 2.4 G devices to that network. My troubles are surely tied to your router, unfortunately you now restrict what router configuration parameters I can access, this really makes troubleshooting an issue much more difficult. The most important questions  I have follow: 1) is there an upgraded router to my existing Arris X 5001 FIBER router? 2) if not can I use a media converter to go from fiber to CaT 6 and install your new Xfi Advanced Gateway which supports the Matter IOT standard? THANK YOU

@user_63532d, thanks for getting back to us, I appreciate it. Those are both great questions. I would have to look into your account to see what modem you have to determine if it can be upgraded. Then from there, we can explore more options. If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

Hi Alisha, I will send a private message, please see my post above. I have an Arris X 5001 fiber based router.