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user_zu0ubg
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2 Messages

08/26/2026 3:08 PM

Modem with weak connection, not set up properly

My gateway has been blinking orange continuously since I installed it a month ago. The Xfinity app says the gateway is receiving 119% of my plan speed, but my actual Wi-Fi signal is extremely weak. I’m standing directly beside the gateway and my phone only has one Wi-Fi bar. A PC less than a foot from the gateway also has extremely poor performance. I need you to check the gateway’s Wi-Fi/radio functionality and provisioning, not just run a speed-to-gateway test

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18 days ago

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XfinityEricB

Official Employee

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3.6K Messages

25 days ago

 

user_zu0ubg Thanks for reaching out to us here on forums with your service concern with the speeds in the home. We can certainly review if the equipment is having any errors, or signal issues that may be the cause of the poor signal for the WiFi. Has this been an issue since you first got the device, and have we replaced it at any point as well since it started to see if it was just the device itself?

 

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user_zu0ubg

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2 Messages

It’s been a constant struggle since I got the device. It never set up right the light has been flashing orange since we first plugged it in. Never got it replaced and all the Xfinity techs I’ve called can’t figure out the issue

(edited)

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20 days ago

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XfinityThomasA

Official Employee

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3.9K Messages

 

user_zu0ubg - Our team is here to help make things as simple and easy as possible. To better understand what's happening, could you let me know the make and model of your phone, as well as which online functionality you're having trouble with? Is the issue occurring on just this device, or are other devices experiencing a problem, and if so; can you share the devices and issues you're experiencing?
Is you concern that you're seeing one bar or are you having online connectivity issues?

I do see that you're receiving up to 119% of your subscribed plan speed, which is excellent. Keep in mind that WiFi performance can vary due to several factors, including distance from the gateway, building materials, physical barriers, nearby electronics such as microwaves or baby monitors, and overall network congestion. Gateway placement can also have a significant impact on wireless performance.

Have you ruled out network congestion within the home? For example, if multiple devices are actively using bandwidth at the same time, it can affect performance, especially on lower speed tiers. Additionally, what speeds do you see when testing with a device connected directly to the gateway via Ethernet? That information will help us determine whether the issue is related to the internet service itself or the WiFi environment.

 

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18 days ago

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