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Friday, September 6th, 2024 5:13 PM

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Gateway reports no problems, settings in app appear correct, but SSID not broadcasting, no devices can connect to WiFi

About 4am this morning, my wife noticed nothing could connect to the WiFi, but the streaming box and phone box that are directly plugged in were still working.  After a while, WiFi came back, then went away.  This happened a few times, then WiFi just stayed bad.

We restarted the Gateway, waited for the light to go white, checked the app, it reported no problems and said we were getting 119% of our plan speed and the two hard-wired boxes were working, but no WiFi.

We unplugged the Gateway, waited a couple minutes, then plugged it back in, waited for the light to turn white, checked the app, same result.

I played with it a bit and turn off broadcasting SSID, saved the settings and restarted the gateway.  When it came up, I connected by manually adding the Wifi connection.

I turned broadcast SSID back on and the WiFi was now available and nearly all of our devices connected.  This lasted for 10-15 minutes, then WiFi went away again.

I called tech support and they said they were passing it up the chain and I would get a call back.  The call back 2.5 hrs later was an automated call asking if my issue was resolved.  I went to check the WiFi, since I wasn't near my computer when the call came through and it hung up before I could check.

I tried the Xfinity Assistant, hoping it would eventually connect me to live support, but it just went in circles asking for responses to the same prompts.

Why does the Gateway think everything is working and why can't I get the WiFi to broadcast properly, so my devices can connect to it?

Accepted Solution

Expert

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106.3K Messages

27 days ago

First. Try hard resetting the device to factory defaults by pressing and holding in the recessed reset button on the rear (or use the WPS button if it doesn't have a reset button hole) for 30 seconds. This can sometimes clear up some weird behavior issues. You will lose any customized settings, and they will need to be re-configured from scratch.

Still no joy ? Get it swapped out for another one. Good luck !

5 Messages

I held the WPS button down for 30+ seconds, the light flashed green for a while, then it eventually came back, but it came backup with my WiFi name, not the default network ID it had out of the box, so I don't know if it actually factory reset or not.  But same result, still no WiFi.

5 Messages

Update - tried again, flashing green light again, but this time it actually reset everything, but still no WiFi.  I went to the Xfinity store and traded it in and now I have WiFi

Expert

 • 

106.3K Messages

27 days ago

A hard reset to factory defaults would indeed result in the SSID(s) and the password reverting back to the original values. Perhaps the device is malfunctioning. Get it swapped as was stated.

5 Messages

Good answer, thanks!

Expert

 • 

106.3K Messages

24 days ago

@user_xxz2nx 

Thanks for the update ! Glad you got it taken care of ! Be well !

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