cevans6318's profile

Visitor

 • 

18 Messages

Mon, May 31, 2021 11:57 AM

Months after using Comcast XB7 modem, WIFI network has disappeared on my laptop. Appears fine on my Iphone. Can see neighbors networks

I am using the Comcast xb7 modem. Everything worked fine for 2 months then 1 day my laptop no longer locates my Wi-Fi network. I can see all of my neighbors networks. My iPhone locates my wifi network. It shows up in the known networks but will not come up on the list. Unable to get a hold of anybody at Comcast. Anyone have any help for this? I have to use the ethernet cable right now to get on the Internet but would like to use the Wi-Fi. I have tried going into the admin tool for the router to change the mode from 802.11 g/n/ax to just 802.11 g/n but it does NOT allow me to change any of those settings as they are all greyed out. I have done a hard reset on the modem and still the same issue. No new updates for any of the WIFI drivers. I uninstalled them and reinstalled them with the same issue. Any ideas?

Responses

Official Employee

 • 

111 Messages

14 d ago

Good morning, @cevans6318, and thank you for reaching out through our Community Forums page for assistance with your WiFi network concerns recently. I can understand how frustrating it would be to have to connect via Ethernet with your laptop instead of using the WiFi- kinda defeats the purpose of a laptop vs a desktop PC! You've come to the right place for help in getting to the bottom of this!

 

I appreciate you letting us know what steps you've already taken in troubleshooting to get this fixed. Have you also tried forgetting the WiFi network on your laptop, turning it off, back on and reconnecting? It seems like a simple step, but I want to make sure we cover everything.

 

Also, do you have xFI Pods as part of your network, or just the XB7 Gateway?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
jav6joev

Bronze Problem Solver

 • 

2.1K Messages

Take a look this thread regarding separating the WiFi bands which may have been enabled with a recent update:

Xfinity XB7 (White / Gray) Gateway - Issues with Local Network and Smart Home | Xfinity Community Forum

Official Employee

 • 

17 Messages

Thank you for confirming you that you having gone through these steps with us, @cevans6318. I also appreciate your patience while we figure this out together. What type of laptop do you have? I would be more than happy to locate the steps on how to "forget" your WiFi network.

 

How about your My Account app? Have you attempted to see if your laptop is on the list of devices that are connected to your signal? If not, would you mind checking? Please visit this link to learn how to locate this information https://comca.st/3v2Y7VZ;

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
EG

Expert

 • 

87.1K Messages

@ComcastRaul 

Check the URL that you provided. It's broken. 404 error.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

 • 

18 Messages

@jav6joev I have already tried changing the mode from 802.11 a/n/ac/ax to 802.11 a/n/ac but comcast has it greyed out so I am unable to do it. I can't get ahold at anyone at comcast so at a loss on what to do. 

EG

Expert

 • 

87.1K Messages

7 d ago

@cevans6318 @ComcastSelena 

Please post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
jav6joev

Bronze Problem Solver

 • 

2.1K Messages

Oh, but @ComcastSelena DID respond (twice) and asked for a PM from you to help.  Did you not see or get notified of them? I did have to click on 'View other replies' on the individual post to see the additional comments.

(edited)

Official Employee

 • 

118 Messages

Hello, @cevans6318! Thank you for bring this WiFi issue right to our Xfinity Community Forums for assistance. You have reached the right community of Xfinity experts to help you. :) Our dedicated team will stay with you until this is resolved.

 

At the moment, are you able to connect any other devices to your in-home WiFi, or is your computer the only device that is having an issue finding the network?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

 • 

18 Messages

4 d ago

@ComcastSelena I am currently in the chat working with xfinity. Still working with this problem.

Visitor

 • 

18 Messages

4 d ago

@ComcastRaul @ComcastMacey @ComcastLizzy @ComcastSelena I don't understand why it is so hard for comcast to try and change the wifi settings in my admin tool from 802.11 a/n/ac to 802.11 g/n on the 5 GHz network. Last night the person I was talking with finally was going to do this, now the new person doesn't want to do it. They keep going backwards to steps I have already taken. This is so frustrating. 

Visitor

 • 

18 Messages

4 d ago

I have given up with comcast. went to get another XB7 modem today and hooked it up. Once activated, my wifi network showed up on my list on my computer. 5 minutes later, modem went offline and I lost the internet on all devices. when it came back online, now my wifi network no longer shows up on the computer. Still see all of my neighbors but don't see mine. Back to square 1. I am at the point where I just want to take all of my equipment and throw it in the store and get rid of comcast. The internet with comcast is the most unstable and most unreliable I have ever dealt with. 

(edited)

Official Employee

 • 

11 Messages

Hi, @cevans6318.There have been experiences where Windows 10 will lose its Wi-Fi configuration to the network. The community worked together to find an awesome answer to this. It can be found here https://comca.st/3cE0eJd;

(edited)

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

 • 

18 Messages

3 d ago

@ComcastJay  You comcast employees are something else. I have been trying to get comcast to do this but they refused. In my admin tool, I do not have access to change those options. They are greyed out. I have been asking comcast to do it. 

Official Employee

 • 

11 Messages

I'm sorry that you're still running into issues. Can you do me the favor of initiating a chat by providing your full name and address? To begin a chat, please click the chat icon in the top right of the page. Search for Xfinity Support, if needed. We're looking forward to working with you to get you connected to your laptop ASAP.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

 • 

18 Messages

3 d ago

@ComcastJay I am already in a chat with you guys. As of last night, you have stopped responding. 

Official Employee

 • 

91 Messages

I apologize for the inconvenience, please respond within the chat so we are able to proceed to troubleshoot.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

 • 

18 Messages

2 d ago

@ComcastAshley  I have already responded to the chat, nobody responds. 

New to the Community?

Start Here