Issue with Some Advanced Gateways Preventing Mobile Devices from Backing Up on Home WiFi Network - RESOLVED

@user_e26731 Hello, thanks for the post! Since you have one our xFi modems, I would suggest opening up the Xfinity app to check on those specific devices to make sure there aren't any firewall or other settings on that would stop them from working fully. This is great resource when it comes to xFi network settings: https://www.xfinity.com/support/articles/xfi-advanced-settings. Please let us know if that helps at all. 

In the same situation. Multiple iPhones and iPads that stopped back up to icloud the end of June.  Something changed on your end.  If I leave and go to a different wifi network that is not Xfinity they back up fine.  What is going on Xfinity?

I’m also having the same difficulty.  All iPhones and iPads will not backup or update while on my  Xfinity network because it says there’s not a strong enough connection.  However, it works just fine on cellular or any non-Xfinity network.  In doing some searching online this seems to be an issue that’s happening to many people with the affinity modem.  It seems like something Xfinity should be looking into fixing ASAP.

Add me to this list, with a few exceptions.  When this all started, I had the same modem I’ve had for a while.  I am connected to WiFi and can do all internet things, but constantly have the error message that I need to connect to WiFi.  We’ve had 2 new modems, 2 tech visits and still the issue persists

it also affects my firestick, when I turn it on it says newtork not available, but I just have to click off the WiFi and back on and it comes back.  

ghe error message I get on my iPads is attached.

@painterfamThank you for reaching out to us here on our Community Forum and we appreciate the screenshots you provided. Have you tried disabling your xFi Advanced Security to see if your Apple devices are able to be detected by your in-home network? Here are the steps if you would like to give that a try:

Using the Xfinity app
1. Go to the Security tab.
2. Select Advanced Security.
3. Select Advanced Security under Settings.
4. You'll see a pop-up window. Select Turn Off.

It is also important to note that we do not normally recommend turning off your Advanced Security but given the issue you have described this is certainly worth a try to see if it resolves the issue you're having.

My wife’s iPad is having the same issue. 

I’m having same issue with iPad Pro. Last backup July 9.  iPhone backs up fine.  Both on iOS 16.6

@wzeallor Thanks for bringing this to our attention. I'm sorry to hear you guys are having issues with backing up your iPad. I am happy to troubleshoot your network connection with you. Have you already performed any steps? 

So far I’ve tried every repair fix found on Apple and Xfinity.
The only way I can back up her iPad is directly to my laptop

@XfinityKei​ I restarted the iPad, reset network settings, and restarted the modem.

I have to report a few more issues:

• iPadOS also refuses to update with the message that I need to be connected to WiFi. 
• My iPhone also has the same issues with the WiFi. However, it uses cellular data to do what it cannot do on my home WiFi.

@user_81e582​ More details, for those who are interested (and hopefully to help spur Xfinity to fix this issue promptly).

I didn't realize where the not-backing-up-to-iCloud problem was until I had a lengthy conversation with Apple Support yesterday and ultimately was pointed here.

• I had tried a variety of fixes based on online research (network reset twice; signed out of iCloud and back in; rebooted my phone multiple times; etc.).
• The problem started a months ago, as a result of my wife calling Xfinity to replace a failed digital adapter for one of our TVs. The technician (very friendly and highly competent) resolved that problem easily enough.
• He than said that we were entitled to a new xFi Gateway, so I said OK. He installed it in a fairly straightforward manner - all settings carried over, all appeared fine.
• I later figured out that the new Gateway was needed so we could take advantage of our free additional 20% Internet speed - 1 Gig upgraded to 1.2 Gig; tests show actually 1.4 Gig to the Gateway.
• And it turns out, the new Gateway (model XB8-T, Xfinity's top of the line, max 2.5 Gig) brought along with it the iCloud backup problem!
• I was able to back up my iPhone to iCloud using AT&T cellular service (it appears that I use little enough data on my phone that I will be able to use it for iCloud backups about once per week without exceeding my data limit).

Request to Xfinity: Fix your XB8 Gateway ASAP - customers should not have to go through these time-wasting hassles!

@user_1a2ff4​ unbelievable what you need to go through to get this to work. Supposedly

they have an update tested with a  group that solves the issues- hoping that becomes available to us very soon.

@user_1a2ff4 - Thank you for sharing the steps that worked for you so other readers may benefit from this information!

@m6372m​ I just finished my downgrade to XB7 and now can get my iOS update and backup my iPad to iCloud. After setting up new gateway and transferring existing wifi name and password had to forget network on my iPad and I did a power down as well. 

I just finished my downgrade to XB7 and now can get my iOS update and backup my iPad to iCloud. After setting up new gateway and transferring existing wifi name and password had to forget network on my iPad and I did a power down as well. 

@user_81e582 Hi there! We can check out the firmware version to determine if it is updated. Can you send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

@user_81e582​ I would also like to know how to check the firmware version sinceI am still having the same issues.

@XfinityFrank​ Just DMed Xfinity Support as requested.

Xfinity Support confirmed that I have the latest Gateway firmware, but iCloud backup still not working.

Support said there will be an additional update this evening, so I will check again tomorrow.

@XfinityFrank​ Bad news: As recently as 8/15, my iPad was backing up to iCloud OK (recent firmware changes apparently made things worse); now it will not do so. I hope that both devices will be able to do so tomorrow.

@Leonbergers​ same here. I have this firmware and the issue is not corrected. 

@Leonbergers​ same version here as well. still not corrected.

Support said update should have come down last night and to check today but still no backups…

@Leonbergers​ still at 6.2p21s2 and coincidentally the 15th was the last time backups worked. My stuff seems to work on and off over the past few weeks. Haven’t bothered checking the rest of the family’s iThings. 

Xfinity app, bottom center click WFi,   View WiFi equipment, click Gateway, scroll down to the bottom and click Gateway details 

you can also go to your gateway settings via the address bar on your browser by typing 10.0.0.1..  After signing in as Admin/password look at Software. Another temporary fix may be to disable the 6 Ghz freq. band by using EDIT under WiFi connections. This seems to be where the problem lies. Good Luck

@tbien​ thanks for the info

@tbien​ support does not have a date when the updated firmware will be available. I may just exchange my XB8 for the XB7.

Xfinity sent out another technician today and he said he can’t fix the issue, it is a software engineering issue. I was considering swapping out modems too. So frustrating. I called to tell them to stop sending out a xfinity contract tech support to my home when it is a software problem. Today the Xfinity ambassador transferred me to the xfinity community forums and after telling him “our” this forum’s problems, he said “I will transfer you to someone that can help” he then proceeded to transfer me to “Apple support”!!!!! This is not an Apple issue it is an Xfinity software issue!!! Fix this problem now!!! I do not want to downgrade my modem to XB7, I don’t want to go to someplace other then my home to download iOS updates or back my apple devices up to the iCloud!!! Fix this issue!