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Cmwill88
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10 Messages

Friday, April 15th, 2022

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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?

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3 years ago

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Cmwill88

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10 Messages

3 years ago

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

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XfinityGabriel

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2.4K 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)

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3 years ago

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Cmwill88

Visitor

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10 Messages

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

3 years ago

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XfinityGabriel

Official Employee

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2.4K 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

3 years ago

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Cmwill88

Visitor

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10 Messages

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

3 years ago

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XfinityGabriel

Official Employee

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2.4K 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

3 years ago

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NoNoBadPuppy

Problem Solver

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714 Messages

3 years ago

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. 

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Cmwill88

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10 Messages

3 years ago

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.

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CCXavier

Official Employee

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695 Messages

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

I no longer work for Comcast.

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

3 years ago

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Cmwill88

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10 Messages

@XfinityXavier thank you for the reply. unplugging the pods does nothing. The same issues are happening. Is there anything else we can do?

(edited)

3 years ago

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Cmwill88

Visitor

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10 Messages

3 years ago

@Xfinity Support Based on other threads I have seen regarding this issue, it appears my best option is to replace the gateway.

We have restarted our gateway several times, unplugged and replugged, unplugged the Xfinity Pods, had support work to resend signals through, and triple checked updates on our devices to no avail. Other WiFi's outside our home work just fine. Only our home network has the issue.

https://forums.xfinity.com/conversations/xfinity-app/extremely-slow-phone-app-loading-when-connected-to-xfi-gateway/61dc4e60af4f9801ee5f356d?commentId=62c63e6dc1d78836ea3e1508

^^^ This thread has at least two commenters at the bottom that say the issue was resolved once their old gateways were replaced by a new white one. How can we do the same?

(edited)

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