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user_4i9oqx
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3 Messages

Saturday, October 14th, 2023 11:50 AM

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Unable to remove Storm Ready device

A couple of days ago we received a notification that our wireless mesh had switched us to the Storm Ready device (even though, when checked, there were no outages in the area) a few mins later, we got a notification that we’d switched back. Since that point the storm ready device has been in a status of Needs Attention.

I’ve restarted the device but no difference.

I’ve tried to remove the device using the app but the app just vibrates and even though I’ve left the system overnight, the device is still visible.

I’d like to remove the device and reactivate it but I appear to have no means of doing that. Anyone got any ideas?

what’s interesting is that the battery backup light continually flashes but the storm ready device itself has a steady white light. In the app, the battery backup status is reported as unknown.

Question

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Updated 

1 year ago

 • Edited

610

2

0

XfinityThomasB

Official Employee

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1.9K Messages

2 years ago

Hello @user_4i9oqx

Thank you for getting us in the loop! I was hoping to confirm if you have attempting to power cycle the phone using the Xfinity app? It seems there is some lapse of communication between the base unit and the Storm Ready system. 

5

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user_4i9oqx

3 Messages

@XfinityThomasB​ I’ve tried restarting the storm ready device multiple times but still the app reports there’s a problem. Most recently the device thinks it’s active (ie using LTE) even though the main gateway doesn’t have any issues and is also online. The storm ready device has a solid white light, devices connected to its WiFi run really slow (as you’d expect being on the LTE) whereas other devices in the household connected to the main gateway or pods (through the mesh gateway) work fine with usual performance. 
right now I’ve disconnected the device as it flip flops and impacts working from home and degrades work video calls.

im unable to remove Storm ready device even though the option is visible to me via the app. Clicking remove simply does nothing.

2 years ago

0

XfinityAldrik

Official Employee

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2.1K Messages

I really appreciate you for confirming that @user_4i9oqx! At this time, we need to take a deeper look at your account and send some signals on our end to further troubleshoot this issue. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "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.
 
See https://comca.st/3KQF8q9 for an example.

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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2 years ago

0

user_e8d380

Visitor

 • 

1 Message

I have exactly the same problem. 2 technicians came to my house and 3 calls to tech support and my broken storm ready still in my account not allowing me to add the new one 

1 year ago

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

Hello, @user_e8d380 

Could you also please send our team a direct message with your full name and full address? To send a direct message: 

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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

1 year ago

0

user_4i9oqx

3 Messages

@XfinityAldrik​ 

I sent a direct message, still no resolution.

i attempted to cancel the storm ready service but was then charged $224 for the remaining monthly payments for the device that doesn’t work. I was asked to return the hardware to an Xfinity store and today was told in-store that they can’t do anything as the device is customer owned and not Xfinity retail.

last week I had a text conversation with support who advised that  go into store but as mentioned above they were unable to help.  They did replace the device I was trying to return with another one but I can’t set the new one up without removing the existing device from my account …. Which I’m unable to do!

1 year ago

0

user_22st55

1 Message

1 year ago

I am having the same issue and multiple calls and months later someone sent me a 2nd storm ready device which Im getting charged for and I still cant activate that because it says that I have one active.

I have restarted my device, reset my modem, they have had me delete the xfinity app and log back in nothing will remove the storm ready device from my account. This all started happening when my modem was replaced because the one I had went bad. And since them I have not been able to use the device that I have paid for now twice (because a rep was told by their super to send me another one to see if that would force the old one off).  

Everyone I talk to on the phone either tries to troubleshoot my internet thinking that I do not have internet service or they just tell me to go to the app and remove the device.  I have tried removing the device and it says it will remove it but it never gets removed and is just stuck there. 

I am currently on the phone with another rep who again does not understand that I cannot set up the storm ready device and just wants me to check my modem to make sure that the coax is plugged in and reset it. 

I need someone who can assist with getting the Storm Read device removed from my app so that I can either set up the new one or reactivate the old one.

(edited)

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XfinityMartyR

Official Employee

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2K Messages

 

user_22st55 Thanks for reaching out! I'm sorry to hear you are having issues with the Xfinity Storm Ready WiFi device. Normally, using the Xfinity app will help resolve the issue. I see you have sent us a direct message, we will meet you there shortly. 

 

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

1 year ago

0

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