Visitor
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1 Message
iPhones won’t connect to network
“I have an Arris XB7 gateway. Multiple iPhones connect to my home Wi-Fi, work normally for several minutes, and then lose internet access while still showing connected to Wi-Fi. The same iPhones work perfectly on another Wi-Fi network/personal hotspot. Other devices in my home continue working normally. I’ve already restarted the gateway, forgotten/rejoined the Wi-Fi, tested 5 GHz separately, and tested different DNS settings. I need you to check the gateway provisioning/firmware and investigate the XB7 or replace the gateway if necessary.”
XfinitySean
Official Employee
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948 Messages
16 hours ago
Hi user_n9avvb, thanks for taking the time to reach out here on the community forums! I can definitely see how not being able to connect a single device would be extremely confusing, especially since it hasn't had problems connecting to other networks. On that note, considering it is just one device that's having issues, I might recommend checking to make sure the device hasn't potentially been paused through the Xfinity App in error.
You can check and unpause any device by following these steps:
1. Open the Xfinity App and select the "Wifi" tab at the bottom of the screen.
2. Scroll down and tap on either "Devices" or "Offline" if the device is currently offline due to the pause.
3. Select the specific device name.
4. Tap "Unpause device" if it is currently paused.
Please let us know if that helps, or if you continue running into issues
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