Visitor
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2 Messages
New Customer - Ethernet but no Wifi on Xfi Router
Hello,
I set up my network yesterday and ethernet is working with no issues, however I cannot connect any devices via WiFi (phone or laptop). Neither my phone or laptop can see my network in the list of available networks. My TV and desktop PC which are connected via ethernet both work. My desktop PC also has a WiFi card and can *sometimes* see my network broadcasting (with a very weak signal although it is only 6-8 feet from the router), but is unable to ever connect via WiFi.
The router is sitting on my entertainment center about three feet in the air, away from anything else other than my TV.
Steps I have tried:
1. Reset/power cycled router
2. Factory reset router and tried different SSID/password
3. Accessed admin tools via 10.0.0.1 and verified both 2.4Ghz and 5Ghz are set to enabled
4. Verified bridge mode is disabled
5. Ran a test through Xfinity app which showed no errors
6. Tried to manually connect to WiFi by entering SSID/password with no results
Seems to me like I might have a faulty router but I am open to any other suggestions. Thank you for the assistance.
CCMarcella
Official Employee
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352 Messages
3 years ago
Hi there! So sorry to hear about your WiFi issues. I would definitely love to help!
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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zandor60657
Contributor
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204 Messages
3 years ago
Personally I think a defective gateway is the most likely explanation. If you have an Xfinity store in the area I'd probably just take the gateway there and ask for a replacement.
The only other real possibility I can think of is some sort of extreme interference. Think something broken/defective and spewing RF garbage, not just lots of neighbors with WiFi.
You could try changing the channels used by the 5GHz and 2.4GHz. You could also split 5GHz and 2.4Ghz onto different SSIDs if you're not using any pods. Recent Xfinity routers present 1 SSID for both, but you could split them and force them onto 2.4Ghz or 5Ghz. I doubt this would help, but it's plausible that it could.
Another thing you could try is get an access point or set a WiFi router (one without Cable/DSL support) to access point mode, plug it into the Xfinity gateway via ethernet, and see if that works. I don't think I'd buy one to test since swapping a gateway is generally an easy thing to get Comcast to do, but if you have an old one laying around it's an easy test and a possible temporary fix until Comcast swaps out your gateway.
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user_48bf09
Visitor
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2 Messages
3 years ago
Thank you for the suggestions - I did try separating the 2.4GHz and 5GHz and trying multiple channels with no result. I'm going to try the direct message route with Xfinity Support but if all else fails I'm try getting the gateway replaced. Three days in now with no change in the WiFi is making me lean towards a hardware issue. I appreciate the feedback!
(edited)
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