C

Visitor

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8 Messages

Fri, Apr 15, 2022 10:27 PM

Phones having extremely slow connections while on wifi

Our phones have extreme difficulty loading apps and websites while connected to Xfinity wifi. Once we get off wifi, the apps and sites work fine.

Restarting our phones does nothing, neither does restarting our gateway. Problem still persists.

We experience this on both a brand new iPhone 13 and Samsung S22+, as well as an old Samsung S7.

I've seen similar posts get suggestions to check/move devices between 2.4ghz and 5ghz. We have XFi Pods which I believe means we cannot do that step.

This is extremely frustrating and costing us money by using mobile data. What can be done here?

Visitor

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8 Messages

2分前

This issue is still happening. Can I get a response from Xfinity?

Official Employee

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645 Messages

Hi, @Cmwill88! Welcome to the XFINITY forums page. We appreciate you greatly for taking the time out of your day to reach out to us for help with the internet service concern and for patiently waiting for a response. I use my mobile device on WiFi all the time so I understand the inconvenience that this has caused. I am sorry to learn about this experience. You've knocked on the perfect virtual door for assistance. Let's get this fixed. Can you tell us if you are experiencing this issue on a laptop or mac book as well? When you say XFINITY WiFi, are you connecting your home network or an XFINITY Wifi hot spot?

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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8 Messages

Thank you for the reply. This is primarily affecting our phones and is happening on our home network, not a hot spot.

Official Employee

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645 Messages

It is my pleasure to serve my XFINITY family members, @Cmwill88. At Comcast, we strive in ensuring that you recieve the services that you pay for. We will do all that we can to get your home network working correctly. Range and coverage can be negatively impacted by many external factors such as house size, construction material, and interference material. Can you confirm if you are experiencing the same internet service issues while in close range to the modem?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

Visitor

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8 Messages

Yes, it happens everywhere in our home, even when we are in close proximity to the main gateway.

Official Employee

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645 Messages

Thanks for confirming that for me, @Cmwill88! What I would like to do from here is pull up the account and take a look at what's going on. To get started, would you mind sending us a private message with your first/last name and full address? You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your peer-to-peer ("private") message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

NoNoBadPuppy

Contributor

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361 Messages

2分前

So, your phones are probably connecting to the least congested band in your home, which apparently happens to be the 2.4 GHz band.  As long as you have pods, you will have to live with it.  Your pods see your phones as having a lower priority; it's something you cannot change.  You could buy your own hardware; that way you will have control over your network instead of being at the mercy of engineers at xfinity. 

Visitor

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8 Messages

13日前

Wanted to update this thread. The issue seemingly fixed itself. However, I was out of town for a week earlier this month. Phone worked fine on hotel wifi. Since returning home, though, the issue has come back while on home wifi. Again, mobile data loads just fine.

Could this issue be with the Xfinity Pods, as inferred by the poster above? This issue is very frustrating.

Official Employee

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273 Messages

@Cmwill88, Have you tried to unplug your pods and see if your connection improves? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
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