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New Gateway issues
Background: We had an issue with WIFI dropping and Xifnity tech replaced line from house to box, changed out our gateway and then disconnected something in our attic (booster)? we used same SSID and password and are have a terrible time getting devices to reconnect, especially our RING devices and Sprinkler system.
We have booster pods yet most devices are connecting directly to the Gateway and not the pods.
Question: Troubleshooting is really hard given that I can't get accurate picture.
- The XFINITY app will show devices as offline when they are connected. My phone hasn't shown as online all day. I'm using MacBook and it shows as offline device.
- Logged into the router and it shows devices as offline when I'm actually using them (MacBook, iPhone).
Any suggestions on how to get accurate picture of our system?
Thanks
XfinityJanelle
Official Employee
•
1.5K Messages
2 months ago
Hey @user_lojsai , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your internet connection. I would be more than happy to offer my assistance looking into this further for you. I will be happy to look into the gateway for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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