Retired Employee
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5.9K Messages
Issue with Some Advanced Gateways Preventing Mobile Devices from Backing Up on Home WiFi Network - RESOLVED
An issue was identified earlier this month where some mobile devices were not able to be backed up while connected to the home WiFi network. Our engineering teams have identified and implemented a fix for this issue. All devices connected to their home network should now be able to be backed up without an issue. If you are still experiencing this issue, please reach out for further assistance.
user_2f6e85
5 Messages
2 years ago
We have an iPad and 2 iPhones that won’t back up to the iCloud. This has been going on for over a month. I just got off the phone with Xfinity rep that is supposedly sending out a senior tech tomorrow to work on it. This is so frustrating! We will cancel our Xfinity if they do not fix this issue. I am not downgrading my gateway modem, or going to Starbucks to use their wifi to do backups to iCloud or to download and install and update iOS. Fix it Xfinity. Please.
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Leonbergers
Contributor
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27 Messages
2 years ago
Any updates on when this will be fixed? Have been unable to backup or update devices for over a month and paying for an iCloud account I cannot use for backing up. Thanks
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Wilw
1 Message
2 years ago
I have multiple Apple devices (iPhones and iPads) and none are backing up to the iCloud or downloading updates. This is beyond frustrating.
Xfinity, please fix ASAP.
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flatlander3
Problem Solver
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1.5K Messages
2 years ago
The XfinitySomethings won't actually say "bug", or what the proposed/rumored firmware is supposed to fix, or even if this is targeted for a WiFi issue or something else.
Anyone try just connecting a laptop running windows/linux/macOS to Ethernet? You can run as a WiFi/BlueTooth hot spot with a different SSID/password depending on your hardware. Most newer stuff can.
Connect your device to that and see if your backup works. If it does, you might save yourself some aggravation waiting for a 3rd party outsourced gateway vendor firmware guy, and a QA department, plus a rollout time to fix it.
Also if that works, a "refurbished" 802.11 b/g/n (sometimes called N300) access point could be in your future. Try not to spend more than $30 on it. Shoving a WiFi USB dongle in a desktop PC, leaving that on, and sharing that might work for you too if you have one of those. That's less than $10 and you might have one already.
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PappyEzra
Regular Visitor
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11 Messages
2 years ago
This is what they told me this afternoon.
Another couple weeks to be resolved apparently.
Thank you so much for your patience with us today! We are aware of an issue that is causing the iOS devices to not fully backup, and our engineer team is working to push through an update to resolve the issue. We are very sorry about the experience, and our team is hoping to have it fully pushed through on the update by 9/5. That timing could change posing any issues that might come up, but we are working as quickly as possible.
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Leonbergers
Contributor
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27 Messages
2 years ago
And did they say they would be compensating you for this issue?? Especially like this part of their message…That timing could change
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user_2f6e85
5 Messages
2 years ago
As of this writing my iPhone 11pro was able to backup to the iCloud automatically and when I forced a manual backup with the Gateway XB8 modem.
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user_si8c6h
1 Message
1 year ago
My iMac no longer backs up via Time Machine to a network WD hard drive. Stopped 10/6/23. Both my iMac and WD hard drive are connected to the XFI gateway via ethernet cables. Every backup fails with the message: ... Antivirus software may be blocking Time Machine from writing to the backup hard drive. How do I fix this?
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