Visitor

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3 Messages

Friday, May 29th, 2026 10:06 PM

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?  

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Official Employee

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312 Messages

9 days ago

@user_x9pwvv thanks for reaching out via our Xfinity Forums. Are you using a Xfinity modem/router?

Visitor

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3 Messages

Yes, we are using an Xfinity modem/router. 

Official Employee

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312 Messages

Got it, thanks for confirming, and for providing all the troubleshooting steps you've taken so far, @user_x9pwvv. I'd like to do everything I can to help with the connectivity issues you are experiencing. Please send a direct message including your full name and service address, and we can get started anytime.

 

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Expert

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118.4K Messages

9 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.

Visitor

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3 Messages

So far, no luck with troubleshooting. It may be an issue with the router itself, so we're going to an Xfinity store to get it swapped for a new one. I will respond to this thread to let everyone know if that fixes the issue.

Expert

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118.4K Messages

12 hours ago

@user_x9pwvv 

Please do. Good luck !

Visitor

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1 Message

8 hours 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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