Internet Service Keeps Dropping For My Cell Phone

I have an iPhone 16 Pro Max and when I'm in the room where the gateway is, the speeds are great. I have three (3) XFI Pods throughout the house and in the past I never had any issues with WiFi coverage throughout the house. Over the past two months something has happened where once I leave the room with the gateway I lose WiFi connection. I am then unable to rejoin the network because I get the message "Unable to Join Network". I have to forget the network and login again using the password, but then the service is restricted. Apps like Instagram, Safari, and Youtube won't work. I have spent countless hours on the phone with Xfinity and have already had two (2) different techs come to the house. The last tech came yesterday and said to replace the pods, but EVERY other device in the house works and connects fine with them. I should add that I have already gone through Apple Support, erased all networks, deleted the software and started the phone as if it were new, and completely swapped out the phones to a new one. I am still having this issue. I work from home and this is driving me nuts. Anyone else have these issues? PLEASE HELP!!!!!

Responses

XfinityMartyR

Official Employee

•

2.1K Messages

5 months ago

user_powdci Thanks for reaching out! There might something in your home that is interfering with the WiFi broadcast, and causing issues with your phone. Placement of the Gateway (modem/router) is key in your home and is best to have in a central area of your home. For optimal Wi-Fi coverage and strength, ensure your Gateway is:
*Placed in a central area of your home.
*Elevated (off of the floor) and in an upright position.
*In an open space, free of obstructions.
*Using one WiFi Name and Password for your home network.
Also, to minimize interference with your Wi-Fi signal, place your Gateway away from:
*Walls and furniture.
*Metal surfaces (including computer cases).
*Halogen/fluorescent lighting.
*Microwaves and refrigerators.
*TVs and computer monitors.
*Most cordless phones.
*Baby monitors.
*Large amounts of water (like aquariums and water heaters).

2

0

U

user_powdci

2 Messages

I appreciate the response, but I have three (3) Xfinity Pods throughout the house so there shouldn't be any drop off in coverage and there wasn't any issues until they installed the XB8 Gateway. Once that was installed is when things stopped working properly. The Storm-Ready Wifi device stopped working and the connectivity issues with the cell phones began. They have replaced the XB8 with a new one, but I'm still having the same issues. I don't know if this is somehow a WIFI 6E issue, but the last tech who came over the weekend and replaced the XB8 system was recommending I get EERO pods instead. I don't want to pay more money for a system that I already invested money in. Any advice?

Like

Reply

5 months ago

0

XfinityMartyR

Official Employee

•

2.1K Messages

Thanks for the additional information, user_powdci. The Xfinity Storm Ready WiFi, and the WiFi Boost pods may not have transferred over to the new XB8 Gateway correctly. We can have our network team take a look for you. Please send us a direct message.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

Like

Reply

5 months ago

0

U

user_ibmvg4

1 Message

5 months ago

I have the same issue. It is something with iPhone 16 max and use of pods. The iPhone won’t jump from connection point to connection point. All other phones in the house jump from pod to router and back as needed (which you can see on the xfinity WiFi app). The iPhone 16 pro won’t jump. If you leave an area you must forget the network and rejoin or go back to the spot where you had a connection. I am at the point of down grading to iPhone 15 to resolve the issue.

1

0

XfinityRichard

Official Employee

•

1.9K Messages

Hi there, @user_ibmvg4 I'm very sorry for the trouble you experiencing. You came to the right place for assistance! Since it's been a few days since you last posted, are you still experiencing the same issues with your connection? If so please don't hesitate to reach back out.-Richard

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

Like

Reply

5 months ago

0

Your Home Network

user_powdci

Internet Service Keeps Dropping For My Cell Phone

XfinityMartyR

user_powdci

XfinityMartyR

user_ibmvg4

XfinityRichard

New to the Community?