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user_bd84am
1st Topic

4 Messages

Saturday, June 1st, 2024 4:54 PM

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Gateway showing connection to all devices, but internet only available in some.

I think this is a 2.4ghz vs 5.0ghz issue. We recently added two Xfi pods and combined the WiFi names and passwords. Since then our phones will not connect to internet while our smart TV’s, smart home devices, etc. are obviously connected without issue. I read that connecting to the xfinity gateway admin will allow to troubleshoot but I cannot login. It says not valid username despite trying my account email address as username. Customer service has been no help. Please help!

Question

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Updated 

1 year ago

87

2

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EG

Expert

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110.7K Messages

1 year ago

The e-mail address is not the admin access username. admin is the default username and password is the default password for access.

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user_bd84am

4 Messages

Tried that and  “password” it is not accepting that. I just locked myself out. 

1 year ago

0

XfinityGabriel

Official Employee

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2.3K Messages

 

user_bd84am, Hi there! Thanks for taking the time to visit XFINITY over our forums page for help with getting the phones connected online. I am happy to hear the other devices are connecting for you. We are the right place to go for help. Have you tried doing that factory reset to the modem like EG recommended? Once you do that factory reset, you would be able to log in to the modem via the admin tool like in this link.

 

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1 year ago

0

user_bd84am

4 Messages

Thank you! I was able to reconnect with no issues the last three days. It started giving us issues again this afternoon. I just did a factory reset. We’ll see. I don’t know exactly what to do once I get logged in to the admin tool. Can you provide more detailed instructions?

1 year ago

0

XfinityRay

Official Employee

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2.9K Messages

@user_bd84am. Since you factory reset the modem have you been able to set the Network name and password back up for the intenret network in the Xfinity app or is it on the default network listed on the side of the modem?

Does the Xfinity app show you need to activate the modem still? A banner message shows up in the app if it is not fully activated in our systems.

If it is set up and activated, using one of your devices to test. Have you tried forgetting the WiFi network, clearing your cache/cookies on your device, restarting your device, then connecting to the network again? 

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

1 year ago

0

user_bd84am

4 Messages

Yes, I was able to set up the Gateway/Network and all devices are connected. I have not reinstalled the Xfi pods, yet, and everything seems to be working fine. We get weak signal on our top floor, hence the Xfi pods. I want to have the pods but do not want to deal with these issues every few days. How do I get this resolved?

1 year ago

0

EG

Expert

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110.7K Messages

1 year ago

You may want to try hard resetting the Comcast 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 to regain that function. I've read a couple of posts from other customers stating that it worked for them. YMMV. The username and the password will now become the defaults of admin and password. And you will lose any customized settings, and they will need to be re-configured from scratch.

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