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user_776234
1st Topic

Visitor

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3 Messages

Wednesday, September 15th, 2021 5:33 AM

Closed

iPhone and iPad cannot join network

I have a new Xfinity gateway router/modem and my iPhone and iPad cannot connect to the Wi-Fi network.

Question

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Updated 

4 years ago

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EG

Expert

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110.1K Messages

4 years ago

Not "Accessibility" related. Concern moved here to the proper help section for assistance.

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XfinityMarcos

Official Employee

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2.3K Messages

4 years ago

Hello, @user_776234, thank you for reaching out to our forum for help with your device connection issues. My house has a ton of Apple products, so that would be a nightmare to deal with. I can only imagine how you've felt. Have you been able to confirm that you're connecting to your modem's network? If so, can you please try to forget the network on either device and then try to reconnect?

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user_776234

Visitor

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3 Messages

@XfinityMarcos Thanks for understanding and trying to help. I tried all sorts of solutions, including Forget the Network, and then I accidentally discovered an Xfinity website that lists the passwords for 2.4 and 5.0 separately and found that I somehow had different passwords. I guess when I changed my password it only changed it for the 2.4 mode, not the 5.0, which had the password that was printed on the bottom of the new modem. So, I entered that password on my iphone and it connected to my network. I then used my iphone to set up my alexa devices. Thanks!

4 years ago

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XfinityMarcos

Official Employee

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2.3K Messages

@user_776234, Thank you for taking the time to provide that update and fix 🙌! I'm just glad to hear you found a solution and in time for the weekend lol. It sounds kind of sad, but I honestly can't imagine a weekend without an internet connection lol. Our newer modems will automatically connect you to the optimal band depending on the device, and you'll only need one password. However, some customs do need to have that disabled. This link helps as a walkthrough to change that feature: https://comca.st/39lbCaS. Now that you're able to connect, is your connection performing as it should? 

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_776234

Visitor

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3 Messages

Thank you! I'm all set now. Thanks!

4 years ago

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