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Mr_GoodKat
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9 Messages

Wednesday, September 7th, 2022 3:37 PM

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Google cameras and doorbell randomly lost connection

Having the exact same issue as @user_632282 with Google devices (specifically cam & doorbell) abruptly losing connection at early hours of the morning. Original post here; https://forums.xfinity.com/conversations/your-home-network/google-doorbell-and-camera-wont-connect/62ff95f62ff2c66589fd0ee7

I previously had an XB7-CM when this issue first arose and did all the same steps from both Google and Xfinity support teams, only to have a new XB8-T finally solve the issue the moment it was activated. Fast forward a few weeks and I'm now back to square one with a doorbell and 5 cameras not connecting. Though within the xFi App everything appearing to be fine. 

Factory reset did not resolve the issue. Is xFi Security blacklisting devices somehow? Why are several people having multiple devices spontaneously loss connection?

[UPDATE] After numerous troubleshoots, the solution to this problem was going with a 3rd party modem and router. Xfinity's hardware (or software/code) does not pair well with Google camera's and will block them from connecting to the network.

Question

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Updated 

3 years ago

 • Edited

997

5

CCJess

Problem Solver

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323 Messages

3 years ago

Hello @Mr_GoodKat I am sorry to hear that you are having trouble with your Xfi security, we have not recently made any changes that would blacklist that equipment. Have you done any troubleshooting with your equipment since you upgraded to the XB8 modem? 

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Mr_GoodKat

Visitor

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9 Messages

Hey @XfinityJessW​,

I've performed the following so far;

  • XB8 power cycle reset
  • XB8 factory reset
  • Speed test of cams/doorbell via xFi app
  • Power cycle and reset cams
  • Removed cam from network and attempted to reconnect only to fail
  • Connect and reconnect xFi pods
  • Removed pods and connect directly to XB8
  • Split into 3 channels; 2.4, 5, and 6 to attempt to narrow it down with no success 

There are likely other attempts tried I might have missed, but these are the ones that have not solved it yet. 

(edited)

3 years ago

0

XfinityVianney

Official Employee

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2.2K Messages

@Mr_GoodKat Thank you for the update. I see in the original post a gateway swap helped resolve the issue there. Unfortunately, they didn't list if they did any special configurations on their end. I have seen smaller devices have a hard time when you share the network name and password for both the 2.4GHz and 5GHz connection. However, I see you split this already with no positive results. 

 

Have you fully inspected the xFi Advance Security App to see if the devices show up on the security risk dashboard? I know it's not an ideal fix, but have you tried to disable advance security to see if helps?

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

3 years ago

0

Mr_GoodKat

Visitor

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9 Messages

Disabling xFi Advanced Security was one of the very first things I tried. Forgot to add that to the list above. Never caught any notifications or flags of risk before or after. Once the cameras lost connection, I did disable hoping that was the issue but unfortunately did not solve it. 

3 years ago

0

XfinityVianney

Official Employee

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2.2K Messages

@Mr_GoodKat Thank you for the follow up. I see you gave that a try as well, but we are still in the same boat. I ask that you reach out privately, so we can explore some options to get this fix. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

3 years ago

0

EG

Expert

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110.3K Messages

3 years ago

@Mr_GoodKat @XfinityVianney 

Please circle back here and post any possible solutions for the issue here in the open 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.

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Mr_GoodKat

Visitor

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9 Messages

3 years ago

@XfinityVianney , @XfinityJessW - Attempted to again split the network and connect the Google devices to the 2.4ghz network using a different name and password. After numerous attempts, the cameras would identify the correct name, but not successfully connect to the network.

The last resort was going to an Xfinity store and swapping the XB8 for a new one. Came home, went through the activation steps, and the moment it was completed all cameras and doorbell miraculously connected...

I did ensure Advanced Security is disabled but this begs the question on what happened the last 2 times and how long this will last before happening again. 

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CCJosh

New Problem Solver

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452 Messages

Glad to hear that you were able to get your cameras and other devices connected after swapping out the equipment! Did you switch back to the XB7 or another type of model? Please do let us know if the issue returns as well so that we can continue to look into this with you.

I no longer work for Comcast.

3 years ago

0

Mr_GoodKat

Visitor

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9 Messages

@XfinityJoshD​ I did a like-for-like swap for another XB8. So while my issue is technically resolved the root cause is still completely unknown. Especially knowing this exact situation happened with both XB7 and XB8 with no explanation. 

3 years ago

0

XfinityArmand

Official Employee

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2.1K Messages

No worries!  We are glad to that the device swap resolved the issue and are more than happy to take a closer look at his for you.  Please feel free to shoot us a private message with your full name and complete service address so that we can take a look.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3RVb5k8 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

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

3 years ago

Mr_GoodKat

Visitor

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9 Messages

Alright gang, as of 4:34am, the exact same issue happened again....

Will reach out to DM and see what in the world is going on because this is absolute madness. Thanks all for the help and support! 

(edited)

3 years ago

0

XfinityArmand

Official Employee

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2.1K Messages

Please feel free to DM us @Mr_GoodKat.  We definitely want to make sure this is taken care of for you.  

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

3 years ago

Mr_GoodKat

Visitor

 • 

9 Messages

3 years ago

[UPDATE] Received a new XB7 yesterday in an attempt to solve this ongoing saga.

Before activating, I spent more time with Google support manually removing 2 cameras and 1 doorbell in an attempt to troubleshot this issue on the 2nd newly provided XB8 with Advanced Security disabled. 

I could easily locate each device, identify the network that has multiple other Google and non-Google devices connected, and start the network pairing only to fail every single time.

Fast forward to receiving the Self Install Kit with an XB7, I performed the activation within the xFi App and once successfully completed, all cameras still added but failing to connect, immediately came online. I proceeded to re-add the 2 cameras and doorbell following the exact same steps and all 3 successfully connected and worked perfectly. For a 3rd time, replacing the modem solved the issue...

Unfortunately that only lasted roughly 12hrs... At 3:21am this morning all again lost WiFi connection...

At this point I've placed an order for a 3rd party modem/router to roll out Xfinity hardware first. 2ndly I have an open case with Google to replace all their hardware, but I must first rule out if it is network related. For so many devices all at once to break WiFi connection does not feel like it's a camera related issue. Especially considering 15+ other devices remain connected.

I've ensured app and mobile phone software are all up to date. Even running tests on different phones to rule out issues.

I'm at a complete lose at the moment...

(edited)

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0

Mr_GoodKat

Visitor

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9 Messages

3 years ago

[UPDATE] Purchased a 3rd party modem/router combination and all of my cameras have been active, online, with zero issues for the last 5 days.

For whatever reason Google cameras and Xfinity modems do not pair well together. I will be returning both XB7 and XB8. Worth documenting and saving this as I'm sure many others will be running into this issue.

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CCJess

Problem Solver

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323 Messages

@Mr_GoodKat I am glad to hear you now have a solid connection, however I am so sorry that you had trouble with both your XB7 and XB8, this isn't the experience we want for our loyal customers. I want you to know we are here 24/7 and we are always happy to help. I hope you have a fantastic rest of your day and thank you for being a member of the Xfinity family.

I no longer work for Comcast.

3 years ago

0

user_55c309

Visitor

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1 Message

@Mr_GoodKat​ 

Hello!!! I’ve the same issue as you did about 2 weeks ago my cameras went down at 4 am and no one person from google support or Xfinity seems to know what is causing this issue. Which 3rd party router did you finally ended up getting?

3 years ago

0

CCElizabeth

Problem Solver

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908 Messages

@user_55c309 thank you for letting us know you are experiencing this issue, as well. We would love to look into this for you and ensure it gets resolved. We can set up a technician visit for you and go from there. 

 

Please send a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

 

  1. Click "Sign In" if necessary
  2. Click the "Direct Messaging" icon (upper right corner of this page)
  3. Click the "New message" (pencil and paper) icon
  4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
  5. Type your message in the text area near the bottom of the window
  6. Press Enter to send your message

 

I look forward to working with you soon!

 

I no longer work for Comcast.

3 years ago

0

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