Visitor
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3 Messages
Unable to connect xFi Pod (Gen 2) to XB7 gateway via ethernet
This is the short version of the problem:
I am not able to maintain a connection to my xFi pod via Ethernet. It will either connect briefly to Ethernet and then revert to WiFi or only connect via WiFi. During the brief times this has worked, my speeds are much faster in that area of my home. It seems that after I power off the gateway and pod for 5 minutes, then turn it on and have the Pod connected via Ethernet, the Connection Type will be Ethernet for maybe 5-10 minutes. Then it reverts to WiFi. Anyone know how to resolve this? Is it firmware? This is my theory, that the firmware version I have now is somehow biased to connect via WiFi even if it has a faster wired connection and they fixed that in a later version but I can't get this thing to update firmware.
Here is the long version:
* Connect via WiFi to gateway: works but speeds so-so
* Connect via super long ethernet cable (pod is upstairs, gateway is downstairs): works
* Connect via existing ethernet wiring (via a couple netgear switches, no VLAN's or anything weird): doesn't work or only works briefly then connects via WiFi. PC works fine via this ethernet connection.
* Connect via MoCA adapter (ScreenBeam ECB7250, thru one 2-way splitter on same coax run to gateway): same as above. Connects briefly then reverts to WiFI. PC works fine on this ethernet connection.
I have contacted xFinity support several times and received the following response: (1) that won't work, it is designed only to connect via WiFi (not true), (2) Suggested I power cycle the gateway and Pod (worked only briefly) (3) connect the pod directly to the ethernet ports on the back of the gateway (that does work but isn't practical) (4) return the Pod for replacement (hasn't happened yet).
According to the FAQ, this should work.
https://www.xfinity.com/support/articles/xfi-pods-faqs
The FAQ does say NOT to connect the pod via Ethernet but that is only for the initial setup and activation. If you scroll down to the section entitled "What is the Ethernet port on the xFi Pod used for?" it says, "Once your pods are installed and online, you can hardwire your xFi Gateway and/or your devices to your Pods using an Ethernet cable if you so choose...."
Th FAQ section entitled "I’ve hardwired my Pod to my gateway, so why is the Connection Type still set to WiFi?" says that, "The connection type might not switch to Ethernet for several reasons. Your gateway or Pod might not have the minimum firmware required. Keep your xFi Gateway and Pod(s) plugged in and online to automatically install the latest firmware."
Well, I have had my pod installed and activted and connected (via WiFi) for 5 days now and no firmware update has occurred.
In the section entitled, "xFi Gateway Minimum Firmware" my router which is a TG4482A (XB7) should be at version 5.2+ and mine is actually at 5.6p7s1_PROD_sey so good there.
It also says that the xFi Pod Minimum Firmware should be 3.4.1.8+ and mine is at 3.2.1-467-g3Oc8934-prod-ys. -- aha!
I called and asked xFinity Support if they could push an update out to my Pod and the said they could not do that, just plug it in an dit will happen overnight automatically. It didn't update. He said if that did not work, then request a replacement Pod or go to the store and they could replace it. Next morning, firmware did not update so I took it to the store. The manager said he could not replace it, he would be fired. So back on the phone and got someone who said he COULD push a firmware update out to my Pod and Gateway. Wow! he had me power off the gateway and pod for 5 minutes then power back on and just as it was coming up we were disconnected (of course). I saw that it connected via Ethernet and tested speeds which were great. But after 5 minutes had reverted to WiFi. I called back to see about replacing but they said they could only ship me a replacement after I returned the at least partly working Pod. I suggested they send the replacement first but they won't do it that way. They said they would have someone from the Pod Support Team call me. That hasn't happened either.
XfinityJanelle
Official Employee
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1.5K Messages
3 years ago
@jayleswo Thank you for reaching out on the Xfinity Community Forums. I am happy to dig deeper into your modem and pod concerns. I will need to look at them through your account. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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jayleswo
Visitor
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3 Messages
2 years ago
Just thought I would post an update. After engaging in a conversation as suggested by XfinityJanelle, which was pretty fruitless, we decided to return the xFi Pod (Gen 2) and exchange it for another one. The idea was that since the original pod would not update firmware to 3.6+ then perhaps I might receive a replacement with the correct firmware installed I dropped the pod off on Oct 24 at the UPS Store and received a replacement pod yesterday Oct 28. This pod was also refurbished and even MORE backlevel on firmware than the first one (v2.6 for the replacement, v.3.2 on the one I returned). I activated the pod using wifi but subsequently was unable to connect it via Ethernet to my gateway (it would remain offline). I continued in the Conversation from last week with someone else, who said that no the pods were designed to be used wifi only. Again, not true I suggested they read the faq and my post above. They tried to troubleshoot the problem and I played along for a while but we were just covering the same ground I had previously over and over again so just said lets cut to the chase here. The faq says that the pod needs to be at firmware level 3.6+ for this to work, so how do we make that happen? I was told that the firmware levels are different between the first gen and second gen pods and that my second gen pod would have a lower firmware level than the first gen pod I sent back. Utter nonsense, I told the rep both pods I have been sent were Gen 2 (two ports). I insisted they escalate and I am now waiting for their Advanced Support team to contact me within 72 hours. I am not confident I will hear from anyone.
I have to say my experience with xFinity support has been nice pleasant people who try to be helpful but don't know very much and just relay from support people who don't know much more than they do. This has been very frustrating and I am just about ready to give up on the xFi Pods and just go buy something which will work. Any suggestions for a wifi extender which will work in access point mode using ethernet backhaul?
(edited)
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