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user_cef2e2
1st Topic

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3 Messages

Sunday, August 29th, 2021 12:25 AM

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Internet only works in three rooms and boosters didn't work

Router is in the office. Internet works in the office, kitchen, and den.

Bedrooms - no internet. Living room - no internet. Guest house (which has a very upset tenant in it) - no internet.

We tried those dumb signal booster things. They didn't work at all.

An Xfinity installer suggested Google pods. They didn't work either.

We need the internet working throughout the house, and the tenant can't run their internet business with this terrible service.

Help? Please?

Question

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Updated 

4 years ago

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CCGina

Official Employee

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800 Messages

4 years ago

Hi @user_cef2e2, sorry to hear that there seems to be trouble getting WiFi signal in your place!

 

The way you're describing it sounds like the guest house, bedrooms, and living room may be fairly far from the router? Are there a lot of thick walls, metal or water between those areas? If so, those are all things that can block signal. This link gives a pretty good overview regarding best practices for placement.

 

Things like a mesh network or xFi Pods can be helpful but for an entirely separate building like a guest house, they may not be what is needed.

 

Please let us know more detail about your current setup so we can work on finding solutions for you and your tenant. 

4

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user_cef2e2

Visitor

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3 Messages

@XfinityGina

No, the house isn't even that big. The guest house is closer to the office than it is to the den. The walls are brick.

We have Xpods. They haven't helped at all.

4 years ago

0

CCGina

Official Employee

 • 

800 Messages

Brick and mortar are heavy building materials, so I would expect those to block and/or dampen the signal. Is there perhaps a more central location the modem can move to? You mentioned the xFi Pods aren't working; are they not broadcasting any signal at all? Or not providing a strong signal? Were you able to complete the setup or did something happen during that process? 

 

Another thought I had is if the guest house is recognized by USPS as a separate address, we would be able to add it to our systems and so create a separate account capable of having its own gateway/modem/router. Is there any chance that it is listed as its own address currently? 

 

 

I no longer work for Comcast.

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
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
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

4 years ago

0

user_cef2e2

Visitor

 • 

3 Messages

@XfinityGina

This is Florida, so every house has cinderblock walls. If it were just a matter of building materials, every customer in Florida should have the same issue.

The modem is at the dead center of the property. The pods turn on, but our devices can't locate them. (We downloaded the app, which also could not locate the pods.)

The guest house does not have a separate address. Again, the tenant has wireless-only equipment that won't work without a good internet connection. Is there really no other way to get the guest house online?

4 years ago

0

CCGina

Official Employee

 • 

800 Messages

I don't necessarily mean that the brick and mortar are the sole cause of the issues, but they definitely are not the easiest materials for WiFi signal to pass through. It sounds like the placement of the modem is great; what model of modem is it? Do you happen to know if you have band steering on (this post by @XfinityJessie has good information and goes into what band steering is too)?

 

As for the guest house, the way that you are describing signal not being able to reach rooms within your main house makes me think an entirely separate guest house would really struggle to receive signal but for now, let us know able the modem model and band steering when you are able. We want to make sure we get this figured out! 

I no longer work for Comcast.

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
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
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

4 years ago

0

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