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Thursday, June 20th, 2024 2:07 PM

Devices not connecting to closest access point (Pod Gen2/Gateway)

I've seen several other posts with similar issues. How do I manually force a device to connect to the Pod? I've tried all the suggestions. Our Gateway is in the basement at one end of our ranch-style house and we installed the Pod upstairs in the hallway near bedrooms where WiFi signals were very weak. The problem is our Windows laptops won't connect to the Pod. Our tablets, smartphones, TVs, and smart thermostat all chose the Pod when it came online, but no matter what we try with the laptops, they always go back to the Gateway. I tried turning off WiFi on my laptop for awhile, but it still connected to the Gateway. So I tried again, but did Forget Device when it was off in the Xfinity app. When I turned it back on, the laptop got a connection again thru the Gateway despite me standing next to the Pod. So then I did it all again, but also did a Forget WiFI network on my Laptop. When I reconnected later, putting in our WiFi access password, the Laptop again connected thru the Gateway with horrible WiFi signal instead of the Pod that was right next to it. Due to the bad signal, I can't connect to some applications I need for work.

Official Employee

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1.3K Messages

5 months ago

Hey there, @user_sey91e! Thanks for creating a post about your connectivity concerns. I'm sorry to hear about the trouble you've had using some applications on your laptop that keeps connecting to the gateway instead of the WiFi Boost Pod. According to our FAQs, here, "In a WiFi mesh network, the best connection point for a device may not always be the one that's closest to it. Pods communicate with each other and the gateway to monitor the number of devices connected in the home, their location, and the type of WiFi connection that each device needs. This ensures that your device is operating with the best signal. Think of it the same way that your GPS directs you to an alternate route to get you to your destination faster when there's too much traffic on the main road."

 

It sounds like your laptop keeps connecting to the gateway based on other devices using the pod. I know you've attempted some troubleshooting already, which I definitely appreciate. To test this theory though, would you be willing/able to disconnect those devices currently using that particular pod and retry with the laptop to see if it then connects to the pod in question? If that works, it may be in your best interest to purchase an additional WiFi Boost Pod for the amount of devices you have in the home. Please let me know how it goes and if this helps!

1 Message

I’m having the same issue with no other devices on the network, the one I’m using always goes to a he router/gateway. 

went to the Xfinity store they said swap the router but still doing the same thing. Tried with a couple different devices and same result.

Official Employee

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995 Messages

Hello, @user_nownnq! Are you standing next to the pod when attempting to connect? If so, the network is going to connect you to the gateway since it is a more direct connection. You might need to move the pod closer if that is the room you need coverage in. One of the most common mistakes when setting up pods is setting them up too close or in the coverage deadzone. 

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4 Messages

3 months ago

I had an older modem and had to upgrade to the XB7. My older modem was able to connect to the best signal available. Since installing the new modem ALL of my devices only connect to the gateway, even though the pod has a strong signal. The devices on the other side of the house now have a weak signal.

1 Message

It appears there is no good answer to the question of forcing connection to a particular point—it would be helpful if you could directly answer that, rather than my guess. So, is it true that there is no way to pick your connection point?

I also have this issue where my laptop is connects to the gateway (far, connection is labeled as “weak” in the app, sometimes even showing not connected) rather than the pod that is halfway between here and the gateway (in the app, pod is showing as “strong” connection). This is very frustrating as I can see there is a good connection available (the phone I’m typing this in has a “strong” connection to the pod).  The gateway also has more devices attached, I’ve had the laptop off for the night, and have done my best to follow all of the instructions to improve the connection or reboot/reset. 

Official Employee

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1.4K Messages

Hello @user_3zmfdc, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd like the opportunity to check into that for you.

 

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I am an Official Xfinity Employee.
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