Skip to main content

    Support

    Offers

U
user_38cecf
1st Topic
1st Reply

5 Messages

Friday, March 1st, 2024 6:12 PM

Closed

Whole home WiFi is interupted when an iphone/ipad connects

When my son comes home with his iphone 15 and Ipad 8th generation, our whole WiFi slows down or stops.  If I'm on a zoom call I get disconnected.

This has just started happening in the past month, so I'm wondering if its a software/firmware issue.

An ideas?

How can I troubleshoot this?

Question

 • 

Updated 

10 months ago

464

6

0

user_38cecf

5 Messages

1 year ago

Is this the onoly way to get support from Xfinity??.. the chat assistant is useless

0

0

XfinityThomasB

Official Employee

 • 

1.9K Messages

1 year ago

Howdy user_38cecf

Sorry to hear you are having issues with getting this sorted out. We would love to help! Could you confirm what the download/upload speed you have at the location? I was also curious how many devices would be active in the home at the time your son brings in the additional 2 devices? Appreciate you getting us in the loop. 

0

0

user_38cecf

5 Messages

1 year ago

Thank you for responding.

The gateway download speed is nearly always > 1200 Mbps, upload ~ 50 to 100Mbps.

Gateway is XB7, Firmware TG4482PC2_6.3p15s1_PROD_sey

There are two xFi Pods (2nd generation) in the network.  Firmware 3.4.2.7-02-gbdc579-gpm6.3p6sl-20230922060658

1

0

XfinityThomasB

Official Employee

 • 

1.9K Messages

Gotcha! user_38cecf That is plenty of bandwidth for normal internet usage. Hmm, as a dad myself, I have had the kid/bandwidth juggling match many times in the past. Is he downloading large size video files on either of those devices? When my son would come home on Christmas break and begin downloading 2 TB of movies to watch offline while in town was crippling our network. Could he be downloading things while he is there? That is traditionally the culprit when we assist other parents troubleshooting speed issues. 

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
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
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_38cecf

5 Messages

1 year ago

Its not a download issue.  Its just when one of the family re-joins the home wifi with their iPhone/iPad.  My son complained yesterday that when I arrived home the connection to his xbox lagged.  Is there a way to see how much bandwidth all the home devices are using ie apple TV's, alexa's, connected washing machines, Ring doorbells etc?

1

0

XfinityThomasB

Official Employee

 • 

1.9K Messages

Thank you for the details user_38cecf. You just mentioned a really important part of this equation, his Xbox. When I mentioned my son, this involved his gaming systems. Gaming systems download massive size files, upwards of 1 TB is very common with these modern style video games. I can assure you that right now, it seems you are in a situation of your son using all the available for his devices. In your initial post, you did not mention the Xbox, only that he has a iPhone and iPad. There are amazing network tools you can find that do track individual devices' usage, as far as xFi, it tracks the cumulative usage, not isolated by device. 

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
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
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

joenkim

New Poster

 • 

18 Messages

1 year ago

Same issue. Xfinity had me disconnect, reconnect, forget, reset, and finally replace hardware twice. This is a fairly new issue and seems to be triggered by Apple products. I installed Eero 6+ mesh network for WiFi since Xfinity can’t get past having me reset everything to figure this out. No issues with WiFi since switching to Eero. This is obviously an Xfinity issue that they aren’t addressing. I’ll be replacing the rental modem soon. 

(edited)

1

0

user_38cecf

5 Messages

@joenkim​ Thanks for the feedback.  Xfinity support is a joke.  Cant talk to anyone, and for the $300/mth I pay for cable/internet I need to look at alternatives.

1 year ago

0

user_pn61z8

1 Message

10 months ago

I have exactly this experience. If an apple iPhone running iOS 17.5.1 (either iPhone 13 or iPhone 15) connects to the Xfinity Gateway's wifi, downloads slow immediately on all other devices connected to the wifi network. They slow from almost a gig down to barely over 200Mb. It's not a sharing of bandwidth issue, it happens even if the iPhones are idle, as long as they are they are connected to the wifi network. Once the iPhone is disconnected from the wifi network, I need to turn off the wifi on the other devices and then reconnect after about 10 seconds and all is good again, until the iPhone connects again to the wifi network. At first it sounded impossible, but I spent days trouble shooting and there is no doubt that this is what is occurring. Could it have something to do with the iOS dynamic MAC address assignments? I doubt it, because this problem seems more recent than when iOS went to dynamic MAC addresses. It is really strange and very annoying.

1

0

CC_Tony

Retired Employee

 • 

1.4K Messages

Hello, @user_pn61z8! I would love to dig into this and see if a reset to the wireless module in your gateway will help. Please, send a DM to Xfinity Support with your full name and address to get started.

Here are the detailed steps to direct message us:

 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

• 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

10 months ago

0

forum icon

New to the Community?

Start Here