Visitor
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2 Messages
Channel optimization
I’ve been trying for hours to get support to disable Wi-Fi Channel Optimization on my Xfinity Gateway. My 5 GHz channel is stuck on a high band (157), and I’m unable to connect some devices.
I logged into 10.0.0.1, but the settings are locked with a message saying they are being managed automatically. The Xfinity app won’t allow changes either. This is not an issue with my equipment—it’s a remote lock.
I’m on an Internet Essentials plan, but that should not impact access to advanced configuration. Through DM on the X platform, I’ve verified my account, asked for Tier 2 escalation, and was redirected to Internet Essentials support, who cannot help with router settings.
Please escalate this to someone who can disable band steering and restore manual control of the 5 GHz channel.
XfinityJon
Official Employee
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153 Messages
4 days ago
Hey there Bryweslyn9. I am happy to take a look int this for you. In order for me to review the details fully, I would need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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 and press Enter to send it.
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