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Sunday, November 10th, 2024 3:46 PM

Gateway Wireless Network is Intermittent Daily

I have a Gateway that loses its wireless connection randomly, at least once a day. Wired connections are fine, and the Xfinity app never shows any issues. This only happens on devices connected to the WiFi broadcasted by the Gateway. Sometimes it will fix itself, other times I have to reboot the Gateway. When trying to connect to the WiFi while it drops, I can see the network briefly but am unable to connect to it; then I lose the ability to see the network at all. I'd like to get a replacement Gateway or find a solution within network settings.

This has to be an issue with the wireless portion of the Gateway but there is nothing within the Xfinity app, Xfinity Assistant, or support options that allows me to properly navigate this issue and speak to a live representative. The customer service is supremely unhelpful. 

Official Employee

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1.6K Messages

10 days ago

 

user_zxp3df Hello! Thank you for reaching out to us here on our Community Forum. If you have not already done so, please pull the power cable out of your modem/router for about a minute and then plug it back in. If you still experience connection issues after that, please let us know.

 

4 Messages

I have done this many times. I either reboot within the Xfinity app or unplug the power cable from the back of the unit. Both resolve the issue, but it is a temporary fix as it continues to occur.

Official Employee

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2.8K Messages

@user_zxp3df Thank you for confirming what troubleshooting you've already attempted. I'd like to get a look at the signals on our end and go into a little more in depth troubleshooting. Please send us a DM to Xfinity Support with your full name and address to get started.

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Expert

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107.1K Messages

9 days ago

@XfinityBenjaminM They wrote this: "other times I have to reboot the Gateway."

(edited)

Expert

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107.1K Messages

9 days ago

@user_zxp3df 

Try getting it swapped out for another one. Good luck !

4 Messages

Was thinking about this, wanted to see if there was a fix first. I haven't been able to navigate through the Support system to a place where I can order a replacement Gateway. The Assistant AI tries to get me to troubleshoot first. There is nothing to troubleshoot when this is occurring because the internet service is still online.

Contributor

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70 Messages

9 days ago

Which Xfinity Gateway is this?

 You stated all wireless client devices are losing WiFi but if you get closer to the Gateway with a phone for example, can you then pick up the WiFi?

 Is there only one SSID and it ceases being broadcast when the Gateway is in the failed mode?

 Do you have some form of network scan such as Apple Airport Utility to scan for WiFi networks and their relative signal strengths?

Do you see any of the Xfinity pirated channels such as Xfinity WiFi or Xfinity Mobile, or are they also gone when Gateway fails?

Is there any preceding event that occurs or time of day that the Gateway fails?

4 Messages

The Gateway model is the XB3. 

Distance to the Gateway has no impact. I can be right next to it in my living room and the issue persists.

I only have one SSID, yes, and when the Gateway wireless network goes down, the SSID will either disappear or remain visible, but unable to connect.

I don't have any network scanning device other than connecting within my devices.

No Xfinity pirated channels.

No preceding event. It seems to typically happen in the afternoon/evening, but it has happened outside that timeframe before. It also doesn't seem to matter what I'm doing (streaming video, music, browsing, etc.)

Expert

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107.1K Messages

9 days ago

@user_zxp3df @XfinityBillie 

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.

Contributor

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70 Messages

8 days ago

Sounds like it may be time to replace and perhaps update router!  If possible for you I would visit a Xfinity store as I find it impossible to do anything over the phone and just results in anger and ultimately driving to Xfinity store. 

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