tech support

I have the XB8 Gateway. I need to address the 2.4 MHz band for an older Wi-Fi camera. Band steering tries to use 5.0 and the camera connection fails. I am also using a gen1 Pod. It interferes with the Wi-Fi connection to my HP printer, locking it into 2.4 mode, and causing the printer to freeze, which is looking for 5.0 connection. I have solved the printer issue by relocating the Pod to another room further away, fooling band steering into thinking it can use 5.0 for the printer.

I have been told that in order to access the menu which allows separating the 2.4 from 5.0, I must first disable the Pod. From what you are saying, my router is the wrong model to access this at all.

Can you help? (Most Xfinity tech support folks are not trained to handle this level of support.)

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XfinityJon

Official Employee

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440 Messages

2 months ago

Good afternoon kracken. With the XB8, you would typically have the ability to split the bands through the Xfinity App or the Admin settings. However, with an XFi Boost pod activated it does disable the ability to do so.

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user_icsa60

Visitor

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4 Messages

your system is NOT RESTART my MODEM. I can't access tech support

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17 days ago

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XfinityRay

Official Employee

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3.1K Messages

Thank you for letting me know that the Xfinity app is showing your modem is restarting but it is not, user_icsa60. We are happy to further help and want things working flawlessly! Do you currently have internet service or is it offline?

Have you reset the modem on your end by unplugging the power cable for 20 seconds and plugging it back in?

Have you logged out of the Xfinity app and back in or uninstalled and reinstalled it?

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17 days ago

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XfinityRay

Official Employee

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3.1K Messages

We are right here to help, user_icsa60! I will need to check on your account from here to get that working properly. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• 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

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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17 days ago

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EG

Expert

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112.9K Messages

17 days ago

@user_icsa60

Try power-cycling / re-starting the device by unplugging it for a minute. It's the same thing.

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Your Home Network

kracken

tech support

XfinityJon

user_icsa60

XfinityRay

XfinityRay

EG

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