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singdeep1976
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Sunday, December 10th, 2023 3:56 PM

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Software issues with router?

I have been a loyal Comcast/Xfinity customer for over 20 years.
Recently, I have noticed that my Xfinity provided router stopped giving out the 5Ghz signal. I have the Xfinity app and everything. Which let's you restart.

After some research, I have noticed that some other customers have experienced similar things, with the 5 Ghz range dropping out.

I did actually try separating the network id's (it says not recommended), and appended 5Ghz to the SSID.

To my current knowledge, I haven't changed more than that. I'm wondering if there was a software update? There might be a word for this - is it bandwidth spreading? I think I like the idea behind Xfinity having the technology to connect to devices at 2.5 or 5, it's just that if it breaks, I need a way to reach out.
I thought I was a "normal" use residential customer. 
Should I push to get my Xfinity gateway replaced?

Question

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Updated 

1 year ago

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XfinityAngie

Official Employee

 • 

1.8K Messages

1 year ago

 

user_uf1hrd, Thank you for reaching out to Xfinity Support. If you have had your modem for a long time, it may be time to upgrade to a new modem. We are happy to help you with that. Please send us a DM with your name and full address by doing the following: 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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singdeep1976

2 Messages

1 year ago

I think I am going to have to ask for a new router. 
The 5 Ghrz range seems to be dropping out.
While I was troubleshooting, I did separate the bandwidth using the Xfinity app. Of course that said (not recommended).
I have completely done a full shutdown on everything (cold reboot).
I have also heard that Xfinity was trying out some new software. This new software from Xfinity tries to figure out 2.5 vs 5.
Maybe this wasn't ready for prime time?

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XfinityJustinC

Official Employee

 • 

1.2K Messages

Hello, @singdeep1976. I'm not sure if you have seen this great article we have in regard to home networks: https://www.xfinity.com/support/articles/benefits-same-wifi-network-password-name-xfi-gateway. 

 

When you're only able to see one network to connect to, that could be working as intended as the modem will connect to the best available network. The other network(s) are still working, but you can take advantage of this seamless connection to the best network.

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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1 year ago

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