B

Visitor

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3 Messages

Sun, Jul 25, 2021 10:28 PM

Issue Connecting Directly to Network/Gateway

Good afternoon,

I am experiencing an issue connecting to my network/gateway directly and I am unsure of the cause.

I recently moved into a new home last week and had my internet set up by an xfinity technician,

My home is equipped with Ruckus Wireless Access Points to boost connection (mainly for downstairs), it creates a network of it's own I can connect to and will connect me to the xfinity gateway.

If I am to look at the available networks to connect to, I will see and can choose to connect to the Xfinity network directly or the Ruckus WAP network, they both connect to the same wi-fi at the end of the day just one is direct and the other goes through the WAPs.

My technician mentioned I could likely take advantage of just connecting directly to the Xfinity network since the majority of the others in the household will be connecting through the Ruckus and my computer is very close to the Gateway.

Up until today I have been connected directly to the Xfinity network, but now I am having issues and I'm unsure which of the actions I took today caused the problem.

The issue being when trying to connect to the Xfinity network now I either get hit with either "Unable to Connect to Network" or "Password is Incorrect" depending on what device I try using, also I can confirm the password is being entered correctly so not sure why it would say that.

  • Today I connected to my ruckus WAP with a device for the first time and changed it's network name/password, I wouldn't be surprised if this was the culprit (maybe even intentional?) however the network has been there the entire time and wired to the gateway since my internet was set up, this was just my first time connecting to it and changing the network name/password.

  • I also changed the Xfinity Network's name (but kept the original password), I can't try changing it back to the original network name either as it won't allow me to use the name "Xfinity" in it.

Not sure if either of these are the reason, but I can't seem to connect to the Xfinity Network directly now, only through the WAPs.

It's not a big problem since I can still use my internet through one way, but curious if it can be fixed or if this is just something the ruckus WAPs block you out from doing in general.

Thank you!

Responses

Official Employee

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220 Messages

2 m ago

Hello @brandonhallre

 

Thank you for posting in detail about the connection issues you are having. Were you able to get this resolved since you posted? If so, please let the community know the solution you found to help others having the same problem. 

 

If not, I would be happy to troubleshoot this with you and help find a solution. Have you tried resetting your gateway, or has a Comcast employee sent any signals to your gateway?

Visitor

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3 Messages

@XfinityElizabethA 

Hi Elizabeth,

Thank you very much for your response.

Unfortunately I have not found a resolution since this post, I have attempted resetting my gateway but that did not solve the issue.

Appreciate any recommendations on what I could try to work this out, thank you!

Official Employee

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220 Messages

@brandonhallre

Thank you for getting back to me today! I'm sorry to hear that this connection issue is still occurring. Sometimes other electronics and signals can interfere with your WiFi signal. Let's try a couple of things:

 

  1. Have you attempted to connect directly to your modem via ethernet? Is the connection stable when doing so?
  2. Have you tried to disconnect the WAPs and test the modem's WiFi signal without interference?
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

Visitor

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3 Messages

@XfinityElizabethA 

Thank you for the suggestions and your prompt replies Elizabeth, I was able to test out connecting directly to the gateway/modem via ethernet and this worked correctly without issue.

I have not attempted to disconnect the WAPs, I will need to wait for a time that no one is using the wi-fi for work at home purposes and will give it a shot later in the week, I will respond back to the thread when I have a chance to try it out, take care.

XfinityJoeB

Official Employee

 • 

6.9K Messages

Thanks for your reply, brandonhallre. We look forward to your response, and the results of your testing. We're here for you whenever you are ready. 

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

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