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user_17c1bf
1st Topic

Visitor

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2 Messages

Tuesday, August 9th, 2022 12:02 AM

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Shark Vacuum unable to reconnect after outage

So about 2 weeks ago there was an internet and TV outage in my area where I had no internet tv wifi nothing for about 12 hours. Since then my new shark vacuum robot has not been able to reconnect to my wifi. I have spent hours on the phone with Shark and Xfinity and shark proved to me today that it is not a shark vacuum issue.  They had me connect using my iPhones hotspot and it connected to my vacuum fine. When I called and spoke to Xfinity again, they basically said it shows no problem with my connection or anything and so it’s a Shark problem. Has anyone ever had this happen, and how do I fix it? I just spent a lot of money on this vacuum and for it to not be able to reconnect after an outage after it working fine for about 3 weeks is so frustrating. 

Question

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Updated 

2 years ago

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2

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CCMiguel

Gold Problem Solver

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358 Messages

3 years ago

Hi! Thank you for your message and sorry this is happening after an interruption occurred. I can see how this can be extremely frustrating not being able to connect it after spending so much money on it and it not work how it should be. I can check to see if anything was missed and if we can the device connected for you is that ok with you?

2

user_17c1bf

Visitor

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2 Messages

@XfinityMiguel​ yes that would be great! Thank you. I know it is something with my wifi or modem and not the vacuum since I used my phone hotspot and connected from my iPad to my hotspot and got the vacuum to connect to my iPhones hotspot and it worked fine. So it’s definitely something with my internet or modem or wifi

3 years ago

0

CCMiguel

Gold Problem Solver

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358 Messages

I understand and thank you for working with me on this so we can get this fixed for you. If you can follow the steps below to get started. =) To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I no longer actively support the Xfinity Forum or work for Comcast. 

3 years ago

0

user_001a75

Visitor

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1 Message

2 years ago

We’re you able to get this fixed? I’m having a similar issue with my shark not connecting anymore but can connect it to a hot spot.

1

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XfinityJessicaA

Official Employee

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330 Messages

Hello @user_001a75 We appreciate you taking the time to reach out to us today. I'd be happy to troubleshoot to see if we can get this fixed. Please send me a DM with your name and full address by doing the following: 
 
Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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

2 years ago

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