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jdwick
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3 Messages

Wednesday, July 19th, 2023 6:02 PM

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Storm ready wifi

I am having an issue with the storm ready wifi.  Called customer service 2weeks ago and they said someone in that area of expertise would reach out to me by email.  I have heard nothing.  I have some feedback on the issues I have had when power is out and restored and how the  mesh network does not recover which requires device pairing to be removed and reset as well as the storm ready device.  Please contact me as this is very concerning if it is meant to be user friendly upon activation.  It will cause major support time if one of the troubleshooting steps for slow internet is to unplug main gateway for slow connection.  Maybe I am using it wrong or not configuring correctly.  But I don’t believe I am as it is switching into cellular mode but never reverts back to a mesh connection upon restoration of power without a considerable amount of reconnection and reconfiguration of devices connected to network.  Thank. Jim

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1 year ago

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XfinityRoberto

Official Employee

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1.6K Messages

2 years ago

Hello and welcome to Comcast @jdwick. I am sorry to hear that you are having troubles with our new Xfinity Storm Ready Wi-Fi device. You are in the right place and we would love to hear your feedback you have on it. Now in regards the issues you are having, here is a link that will help you with some troubleshooting steps we have for it https://www.xfinity.com/support/articles/storm-ready-troubleshooting. 

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jdwick

Visitor

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@XfinityRoberto​  

Hi Roberto,

I am familiar with these troubleshooting tips.  My feedback has to do with the issues surrounding the restoration of the network after a power outage.  The network with the xb8 gateway does not return to normal after restoration of power.  The connected devices using the mesh before outage along with the other devices don’t get back to the mesh setting and can’t connect unless the network connection is removed and reconfigured.   It’s a big problem and most likely will create a major support issue for your team especially when troubleshooting the gateway when power is on consists of your support team instructing to unplug gateway to reset it.  When actually the backup will take over and once restored and rebooted it is worse.  Please feel free to reach out to me at <Edited: "Personal Information"> Not sure if private email but you have me on file.  I have moderate to advanced network knowledge and have some observations, that is if I am using it correctly?  Jim

(edited)

2 years ago

XfinityXanadu

Official Employee

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300 Messages

We can be sure to get your feedback to the team. Feedback submissions don't usually result in a call because it's not an item that is a one-person fix type of thing, it's a large team of engineers who all work together on items brought to their attention. It is possible that this issue has already been brought to their attention which could be the cause for no emailed response yet. Is everything you have provided us so far what you'd like for us to submit to them?

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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jdwick

Visitor

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3 Messages

Yes that’s all Inhave

2 years ago

0

hevy

Contributor

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95 Messages

2 years ago

You have storm ready WiFi? Hmm, they told me they don't have those modems yet. 

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SRTology

Contributor

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32 Messages

@hevy​ 

If your a diamond rewards member you got early access to that device back in June.

Comcast said they were releasing them in July which only leaves one more week if they still plan to do that.

looks like the device still has some bugs that need to be worked out though.

2 years ago

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user_jsa247

Visitor

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5 Messages

2 years ago

There is no storm here. Nevertheless, I experience outages on a daily basis. 
The support IVR can't help as I've reported this issue multiple times. One might suppose a human could assist. Sadly, that doesn't seem to be an option with Comcast anymore. 

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SRTology

Contributor

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32 Messages

2 years ago

Consider Xfinity didn’t release the device to the public at all in July as stated means it’s still not ready for prime time.

I was interested in the device but concluded I’d just my phone hotspot if my internet went out for a long period of time which is what I’ve done in the past for situations like that.

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user_4cf400

4 Messages

I’m interested in this for when I’m not home and want the Wi-Fi to be up and running in the event of a Xfinity service outage. I have a whole house standby generator so I’m not worried about the power being out- I’m worried about the loss of Xfinity service associated with storms. Need the Wi-Fi to be operational for all my web based cameras.

1 year ago

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user_4cf400

4 Messages

1 year ago

After service is restored , Storm Ready doesn’t return to standby mode- it continues to display a steady white light ( indicating a service outage). The Xfinity app continues to say that service is being provided via Storm ready even though the gateway has service restored and is functioning normally. Even if I unplug the Storm ready, it will say that the gateway is off line and I’m receiving service through the storm ready.  How can I get the Storm Ready to return to standby mode?

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