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user_gcbj18
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Visitor

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2 Messages

Saturday, July 26th, 2025

Home Network does not appear on APP, but neighbor's do?

I have had KASA/TP-Link Cameras/Doorbell since late April and the apps have worked great until this past Monday morning when everything went off-line. I have had my services checked/reset, but my home network still does not appear on the list of selections when I get to that phase of the app setup. I see all my neighbor's networks and even my stove, so I don't think it is an APP issue. The APPs do not support WPA3 so I did set my Xfininity to WPA2, but still not seeing them. If the APP hadn't worked from the beginning (April), I would say it is an APP/TP-Link issue, but they worked every time for over 3 months. Could there be an issue with my moden?

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21 days ago

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XfinityAdrienne

Official Employee

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1.4K Messages

28 days ago

Hey there, user_gcbj18! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with your app and doorbell cameras. Are you still having troubles connecting to the App? Have you attempted to remove the device from the network if you are able to see it to allow a fresh start? Have you cleared the cache/history of the device and attempt to connect it again?

 

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user_gcbj18

Visitor

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2 Messages

Hello, no the problem still exists.  I tried connecting yesterday, thought maybe just needed to wait for system resets, but the my network still doesn't show on APP.  I believe there is an issue with my xfinity router as I spent over 1-5 hours on the phone with xfinity support and the concern couldn't be solved.  Is there a way I could return my router for a new router?

  

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23 days ago

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XfinityChristy

Official Employee

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2.3K Messages

Hi, user_gcbj18. Yes, you can exchange your equipment at an Xfinity Service Center. I do suggest making an appointment to save time. You can locate the nearest service center and schedule an appointment by following this link: Xfinity Store Locator. I have set a reminder to follow up with you in 3 days to see if new equipment has helped. However, if you need anything before then, please let us know. 

 

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21 days ago

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