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user_37969a
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Saturday, August 26th, 2023

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Honeywell thermostat disconnected from wifi, won't reconnect

Two days ago my Honeywell RTH6580 thermostat lost connection to wifi.  I went through all the steps, including with assistance of Resideo (Honeywell) support to try to reconnect.  They said I need to contact Xfinity so here I am.

From other reading online I gather it may have to do with Xfinity having combined 2.4G and 5G and this somehow makes the thermostat unable to connect since it only works with 2.4G.  Regardless, I need help.

My modem is a Motorola MT8733 Docsis 3.1 Modem + AX6000 router + voice.  

(If I try to select tags for this, the screen hangs and I have to go back and retype this entire message.)

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2 years ago

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XfinityAlyssaA

Official Employee

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2.2K Messages

2 years ago

 

Good afternoon @ user_37969a, and thank you for reaching out on our Community Forums, we really appreciate it. We're sorry to hear that you are have been having issues with your thermostat connecting to your WiFi. Have you tried restarting your modem? 

 

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user_37969a

Visitor

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10 Messages

Yes, several times. No change.

2 years ago

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XfinityAlyssaA

Official Employee

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2.2K Messages

2 years ago

Thank you so much for confirming you've tried that @user_37969a and we're sorry to hear that did not help. To confirm, have you tried replacing the batteries in the thermostat? May I also ask if you have had any trouble staying connected to any other devices or is it just the thermostat? 

 

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user_37969a

Visitor

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10 Messages

2 years ago

The thermostats (2) do not have batteries. And I haven't had issues with any other devices i know of, though I have a dehumidifier that I tried just now and won't connect with its app. The error screen mentions needing a 2.4G and I wonder if this is the same issue I described earlier.

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XfinityRaf

Official Employee

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1.2K Messages

Thank you for those details. You mentioned having an AX6000 router, do you have the app for it downloaded on your smartphone? I have the same router and using the Tether app, you should be able to combine/separate the 2.4 and 5 bands. Let us know if that 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

2 years ago

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user_37969a

Visitor

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10 Messages

I have the Motosync app but as of now it won't let me register my modem so I have contacted their support department.  I looked on Google Play and downloaded an app called TP-Tether but that doesn't seem to be what you mention since it wants to look for a TP-Link device, whatever that is.  Can you direct me to the correct name of the app?

2 years ago

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user_37969a

Visitor

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OK, it seems I have the right app, if we're talking about what they refer to as an Archer AX6000, but even though my phone is connected to my home network I can't seem to get Tether past the "No devices found" screen.  I need to get off now and revisit this tomorrow and sincerely apologize for floundering around on this.

2 years ago

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XfinityAlyssaA

Official Employee

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2.2K Messages

No worries @user_37969a, we want to do what we can to help get this fixed. We'd be happy to follow up with you tomorrow to see if any progress has been made or if you are still experiencing issues with your thermostat connecting. 

 

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

2 years ago

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user_37969a

Visitor

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It now appears to me that Tether is a brand name and the app only works with devices made by Tether.  Mine is Motorola so apparently I have to do some sort of separation of 2.4G and 5G through Motorola.  Through Motorola support I find that my device is registered to some email I don't recognize so have asked them to help straighten this out.  Maybe the Motorola app is the way to solve the problem; I certainly hope so because now I find that my Brother wireless printer also can't connect to the network. I suspect it may be the same 2.4G/5G problem.

I say this with all respect, really, but I would have hoped Xfinity was aware of the problems that combining 2.4G and 5G could cause for folks who have devices that only understand 2.4G, and would have issued some sort of warning and/or guidance.  I am not a complete babe in the woods but dealing with network issues is pretty much over my head. 

2 years ago

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user_37969a

Visitor

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10 Messages

2 years ago

I went further into the dehumidifier setup and it can't find my home network. As with the thermostats it says it's only compatible with 2.4G.

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EG

Expert

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112.8K Messages

2 years ago

@user_37969a  

Question. Are you using both MT8733 and the AX6000 piggybacked together ?

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user_37969a

Visitor

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10 Messages

2 years ago

I am going a little crazy trying to post replies because when I try to do it on my PC the text box is grayed out and I can't put anything in so I am doing this on my phone, and don't know how to refresh the screen so I can keep up with the messages.. As to the question about units being piggybacked together, it is an all-in-one modem/router/voice unit.

As to an app for the ax 6000 router, I have an app called motosync but so far it is a mystery to me how to operate it

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XfinityAlyssaA

Official Employee

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2.2K Messages

@user_37969a, it looks like the app is called TP-Link Tether. Since this is not an XFINITY app, I would recommend contacting their customer support team if you need further assistance with the app. 

 

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

2 years ago

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EG

Expert

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112.8K Messages

2 years ago

Yes, I know that the MT8733 is a combo modem / router gateway device. That really didn't answer my question... So what do you need the AX6000 for ? If you are indeed hanging the AX6000 off of the MT8733, do you at least have the MT8733 in bridge mode so that it acts only as a straight cable modem ?

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user_37969a

Visitor

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10 Messages

2 years ago

Forgive me if this is duplicative.  Thought I had replied.  I do not have a separate AX6000.  It is simply described on the quick start guide as being part of the MT8733 unit.

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EG

Expert

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112.8K Messages

2 years ago

OK, please disregard my posts here. Please continue working with the Comcast employees. Good luck !!

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