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11 Messages

Tuesday, June 1st, 2021 6:04 PM

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Gateway 7 not showing up

I’ve gone through three gateway 7s.  I’ve been on the phone with Xfinity and my laptop’s company (Lenovo) for a total of six hours. I’ve had two technicians come out. First gateway connected to my primary laptop. After 24 hours it disconnected. The rest of my devices stayed connected. My primary can see my neighbors wifi. I connected my old modem and it was able to connect. Technician one came out and was equally frustrated and I had to explain everything. He blamed my laptop. He switched gateway 7 for a new gateway 7. My primary laptop connected and then disconnected after a week. Second technician came by. “Hadn’t heard this happen before.” He says I may need to replace the outside wiring. He says I need to replace my device. He switches the name of the gateway 7 to a different name and my laptop connects. It disconnects the next day.....

I have upgraded all my wifi devices. I have uninstalled and installed wifi devices. The option I think I might need to do is downgrade my modem to a gateway six... WHATS WRONG WITH THE GATEWAY SEVEN?!?!?

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4 years ago

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XfinityKatie

Official Employee

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744 Messages

4 years ago

Thank you for taking the time to make this post and going into detail on the issues you have been running into with the new XB7 modems @user_22f164. We definitely want to ensure that you can use this device without an issues to enjoy the new advanced features it has to offer! The 3rd Generation xFi Gateway (XB7) broadcasts WiFi 6, sometimes referred to as "802.11ax," which is the latest in WiFi technology. With this advanced technology, you may need to update the WiFi driver in your older Windows PC/laptops so that it can recognize and connect to your in-home WiFi network. This doesn't impact non-Windows PCs, nor other non-Windows-connected devices such as cell phones, tablets, Smart TVs, etc.

 

We know you had mentioned previously that you have already upgraded your devices, but have you ensured to update the WiFi Driver for your laptop specifically? When you try to connect your laptop via Ethernet, does it say it has no access to the internet?

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user_22f164

Visitor

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11 Messages

Thank you for your reply. I have connected the Ethernet using the adapter however I realize I need to download the Ethernet driver for my laptop.. which requires a wifi connection. Unfortunately that option is out now. I have updated the wifi driver to my laptop specificity.

4 years ago

0

XfinityBrie

Administrator

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672 Messages

Did Lenovo confirm whether or not the current network card for this laptop is compatible with the broadcast from the gateway? Unless on Gigabit services, there is always the option to swap out to one of our XB6 modems. 

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4 years ago

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user_22f164

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11 Messages

I have been considering the gateway 6 the past few days.... I have not been able to confirm with Lenovo. I wanted to also comment that my other devices that are able to connect also has an ‘Xfinity’ network pop up. The computer that is not able to connect does not see my wifi nor the ‘Xfinity’ network...

4 years ago

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user_22f164

Visitor

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11 Messages

Also, can you reference what “broadcast” the gateway seven has so that I can ask Lenovo its compatibility? What is the broadcast difference between the gateway 7 and the gateway 6?

4 years ago

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XfinityBrie

Administrator

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672 Messages

Specifically new next generation WiFi technology, WiFi 6/ 802.11ax. The XB7 broadcasts and supports this, whereas the XB6 does not.

 

Having older drivers installed could mean certain wireless-capable devices, such as laptops, may not be able to recognize the WiFi network being broadcast by a WiFi 6-capable gateway or router. This could prevent certain devices from connecting to your in-home WiFi network until the driver has been updated.

If other wireless-capable devices can connect successfully to your in-home WiFi network, it’s recommended that you check to see if the WiFi drivers in the device that cannot connect should be updated. Not all are compatible with this technology.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 years ago

0

cevans6318

Contributor

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28 Messages

4 years ago

@user_22f164 I am having the exact same issue as you. about 2 months ago, had the netgear unit and had no wifi forever. had been using the ethernet cable. went to comcast and they gave me the XB7 unit as it was an upgrade and they said it was 10x better. First day hooked up, everything was fine, got wifi back, was happy. about 4 days later, came home to green light flashing and no internet. doing a hard reset didn't do anything. plugged unit in upstairs in a different outlet and everything was fine. then about 3 weeks later, unable to locate my wifi network on my laptop. can see all of my neighbors networks but mine. Works fine on my phone. I see multiple posts about the changes in the 802.11ax but mine is greyed out in the admin tool. comcast only says its either a modem issue or issue with laptop. such a joke for the prices we pay for service

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XfinityAmira

Official Employee

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4.2K Messages

Hello @cevans6318, thanks for reaching out to us on our Forums page to inform us that you are also experiencing Wi-Fi connection issues. As a person who works from home and constantly relies on the internet, I absolutely understand your concerns and frustrations around this. I do apologize for your experience around trying to get this corrected, but you have absolutely reached the right team to help!

 

To confirm with you also, have you updated the WiFi driver on your laptop so that it can recognize and connect to your in-home WiFi network? Also, when you try to connect your laptop via Ethernet, are you running into any issues connecting to the internet?

 

We look forward to hearing back from you! 

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4 years ago

0

Jlavaseur

Problem Solver

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948 Messages

4 years ago

So, you probably have a older 2.4 gig WiFi card, the xfinity hot spots are 5 gig now I believe, so it wouldn’t see them, so anyway one of my friends older computer experienced a similar issue, I went into the options in the device manager, on the WiFi adapter, I changed the mode setting from Auto to G, worked perfectly after that, couple of clicks is all it took, it possibly could be called something else, depends on your WiFi card, that being said, if it a 2.4 gig card, you won’t get the speeds the Xb7 is capable of…..

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user_22f164

Visitor

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11 Messages

@jlavaseur 

Thanks for your response! I went into the device manager on the WiFi adapter and clicked on properties. In the advanced tab I couldn't find where to change the mode setting from Auto to G.

If I have an older 2.4 gig WiFi card, would I have the option to install a WiFi card compatible with the Xb7? If so, do you recommend a version? 

It seems I have three options here:

1. upgrade the 2.4 gig WiFi card in my laptop

2. buy a whole new laptop capable of connecting with the Xb7

3. Downgrade from the Xb7 to Gateway 6

Any suggestions of what anyone would prefer??

4 years ago

0

user_22f164

Visitor

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11 Messages

I should also mention that I had successfully split my wifi network into 2.4 GHz and 5 GHz. I used different names and neither was visible through my Lenovo. However, I am still able to see my neighbor's WiFi Networks, just not my own.

4 years ago

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Jlavaseur

Problem Solver

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948 Messages

You can just get a usb high speed WiFi adapter for under $15, that would be the easiest way, it will let you use 5g, it might called something different on your particular WiFi card, I would just click on the drop down box that say auto, see if one says G 

4 years ago

Jlavaseur

Problem Solver

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948 Messages

Also I have seen where certain WiFi cards will only connect on certain channels, I think some Dells are like that

4 years ago

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user_22f164

Visitor

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11 Messages

@jlavaseur After purchasing three usb connecting dual band wireless adapters… one, was not able to work with my operating system. The second one required a cd rom for installation drivers, contacted the seller and they sent me a link, downloaded the driver on one of my “working devices”, transferred the driver to the uncorking device, downloaded, restarted and it worked! Whew!!!!! Finally able to connect with an adapter that costs under $20. I’ll be returning the adapter I purchased for $80. From the day my device could not to connect to being able to have a stable connection, it took over a month of googling, hours of Xfinity calls, multiple visits including the option of reconnecting the entire wires in my home. Help was pretty non existent so I am very thankful this option worked! And perfect timing!!!

4 years ago

mikeduncan177

Visitor

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2 Messages

4 years ago

I have just resolved the issue for a friend with an older Dell laptop not seeing the SSID (Network ID) broadcast by the XB7 Gateway.

Their Laptop's Wireless Network card was dual-band (802.11 ac), but as soon as they upgraded to the XB7 Gateway, their Xfinity network "disappeared".

Suspecting a driver issue, I checked using Device Manager and ran Update Driver, selecting to use the Automatic search for a later driver.  Windows 10 Home told me that we had the latest driver.  Using the Dell Support site, I found a WiFi driver update.  Once we had downloaded and installed this new driver, we were able to see the XB7 Gateway's WiFi!

I am sure that Levono has a support feature to look for driver updates.  You shouldn't rely on Windows update to always find the best driver.

Hope this helps.

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Jlavaseur

Problem Solver

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948 Messages

@mikeduncan177 i agree with that, i was checking the drivers on my win 10 laptop, some were dated 2006, 7 years before my laptop was made, yet Microsoft said when i tried to update them, it said best driver was already installed!

4 years ago

0

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