Visitor
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4 Messages
Internet Issues - Phones and Tablets Connected to Wifi but not Loading certain Websites or Apps
We recently got a new router, and we've been having connectivity issues. My work computer connected no problem, and we got our Alexa and pet camera to connect, but we've had issues with getting other devices to connect and work properly. We had to hardwire our TV and the Playstation to get those to work. Our main issue is that our phones and tablets say they're connected to the internet, but certain websites and apps will not open or load. They will only load when I turn off the wifi and use my celular data or when I hook our tablets up to my personal hotspot. I have not had this issue when I've connected to other Wifi outside of my home network. I've even noticed that my Xfinity app won't load when connected to the wifi and will prompt me to connect to cellular data to access the app.
I have tried the following troubleshooting which has been unsuccessful:
- Power cycling the router
- Restarting the router
- Turning off Advanced Security
- Doing a network reset to our phones and tablets
- Making sure private relay is off on my iPhone
- Deleting and reinstalling apps
- Restarting our phones and tablets
- Clearing the cache
- Splitting the wifi bands (that actually resulted in complete disconnection from wifi)
- Turning off 5GHz band and only using the 2 GHz band and vice versa
- Forgetting our network and re-adding it
- Ensured VPNs were disconnected
- Made sure mobile data was turned on with our phones
- Turned our devices on airplane mode and then turned airplane mode off
I am not sure what is causing this issue. I am assuming something is blocking certain websites and apps. Has anyone else had this issue? If so, what have you done to fix it?
XfinityAbel
Official Employee
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338 Messages
19 days ago
@user_x9pwvv thanks for reaching out via our Xfinity Forums. Are you using a Xfinity modem/router?
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EG
Expert
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118.6K Messages
18 days ago
@user_x9pwvv @XfinityAbel
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.
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EG
Expert
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118.6K Messages
10 days ago
@user_x9pwvv
Please do. Good luck !
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user_hlyzk7
Visitor
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1 Message
10 days ago
Currently experiencing the same issue after picking up a new Xfinity modem. Went through all the troubleshooting you did to no such luck. Please update this forum if there ends up being a solution!
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user_x9pwvv
Visitor
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4 Messages
2 hours ago
Unfortunately, the new modem didn't fix anything. We continued to have the same issues.
I don't know if this is relevant, but we live in an apartment complex that is partnered with Quantum Fiber and comes with a Quantum Fiber modem already pre-installed. I have no idea if that is interfering with our internet connection. I don't think it would since we spoke with our complex and a Quantum rep, and they said the modem is not active until we sign up for internet service. We also had none of these issues with our previous modem we got in 2022 (Quantum was installed at that point too). I am thinking that something changed with the new Xfinity modems and it's causing these connectivity issues. (If anyone lives in a home that doesn't have any other modems hooked up and is having these issues, then I think it's safe to say it's an Xfinity issue).
We ended up unplugging our Xfinity modem and signing up for the Quantum service that our apartment complex offers because I work from home, and I need a functioning internet. Xfinity had recently started dropping connection on my work laptop off and on and I had to restart the gateway to get the internet to reconnect. I am thinking this is an Xfinity issue since I've had no issues connecting our devices to our new Quantum internet. We'll be returning our Xfinity equipment to the store today and canceling our internet service.
We previously had no issues with Xfinity until we had to get a new modem. Our old modem had crashed on us and was about 4 years old. Nothing worked with troubleshooting and when I called in tech support, they said they saw internet was up and running on their end and couldn't find an issue. I hope this post helps Xfinity fix their connectivity issues with their new modems because until they get this fixed, they'll end up losing customers.
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