devices are connected to wifi network, but not to the internet

Hi. I just set up my new xfinity Gateway. And my device are connected to the wifi network, but the devices are not able to access the internet. My Xfinity app says "you're online... getting 120% of plan speed." So xfinity seems to think I am connected to the internet. How do I fix this? ... So frustrating.

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user_2q1okx

Visitor

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6 Messages

10 hours ago

An xfinity technician came to my home and fixed the issue. He instructed me to go into the xfinity app, "Edit WiFi Settings" and then "Split bands." Now I have two wifi networks. One is 5GHz and the 2nd one is 2.4GHz. My devices that were having trouble connecting to the internet are now able to access the internet, but only on the 2.4 GHz network. And all other devices continue to work fine, on the 5GHz network.

The issue is resolved. Thank you for your tips and comments.

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EG

Expert

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115.8K Messages

5 days ago

Did you have it activated for service ?

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user_2q1okx

Visitor

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6 Messages

Yes, it was activated remotely by an Xfinity agent.

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5 days ago

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XfinityVictor

Official Employee

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1.9K Messages

3 days ago

Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there or create your public post. If needed, we may invite you to send us a Direct Message. We will reach out to you via DM shortly.

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user_2q1okx

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6 Messages

Victor, Got it. No unsolicited Direct Messages to Customer Support. Thanks for the reminder. ... Could you also comment on my internet issue: the xfinity Gateway not working as advertised ?

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2 days ago

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XfinityMatthew

Official Employee

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1.4K Messages

What specific devices are not connecting to the service correctly?

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

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2 days ago

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user_2q1okx

Visitor

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6 Messages

1 day ago

These devices are connected to the wifi but CANNOT access the internet: imac computer, ipad, iphone, peloton bike.

And these device are connected to the wifi and CAN ACCESS the internet: a 2nd imac, a dell laptop, samsung tv, nest cameras

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XfinityJohnG

Official Employee

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2.4K Messages

Thank you very much for the clarification. Do the devices that cannot connect to the internet have any type of error message, or just no internet connection?

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

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1 day ago

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user_2q1okx

Visitor

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6 Messages

On my iphone, in Settings - Wifi, the wifi network name has a checkmark next to it to show that the phone is connected, but underneath it says "no internet connection." In my Xfinity app under Wifi - Devices, the iphone is not listed.

There are no other error messages, just "no internet connection"

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1 day ago

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XfinityJohnG

Official Employee

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2.4K Messages

Okay, thank you very much for that information. I would like to take a further look into your issue from our end for you. Can you send me a direct message with the full name and complete address for your service?

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

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Reply

1 day ago

0

EG

Expert

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115.8K Messages

1 day ago

@user_2q1okx @XfinityJohnG

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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EG

Expert

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115.8K Messages

10 hours ago

Thank you for updating your topic ! Glad you got it squared away ! Now closing your marked "Solved" thread.

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devices are connected to wifi network, but not to the internet

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