WiFi disconnecting backups

Hi, I've seen multiple posts both here and on Reddit saying that this issue has been remediated for some people, however, I am still having this issue. I have been trying to back-up my device via Backblaze since April 2023 and with CrashPlan since January 2024. Both continued to get disconnected by the wifi. Both of their support teams have confirmed that my wifi signal is strong and there is no issue with the signal, however, upon viewing logs, they have identified that wifi is disconnecting the backups. How do I get this update that was rolled out in September?

Here are some of the links I've seen:

https://forums.xfinity.com/conversations/your-home-network/issue-with-some-advanced-gateways-preventing-mobile-devices-from-backing-up-on-home-wifi-network-resolved/64ce51ac3af8740717c22e0b?commentId=65528b9402c19a64afb1fb9d

https://www.reddit.com/r/Comcast_Xfinity/comments/14kn2ji/poor_network_conditions_prevent_icloud_backup/?utm_source=share&utm_medium=ios_app&utm_name=ioscss&utm_content=2&utm_term=1

https://www.reddit.com/r/Comcast_Xfinity/comments/15kk9w4/issue_with_some_advanced_gateways_preventing/

Thank you.

Responses

XfinityShawn

Official Employee

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1.6K Messages

1 year ago

@user_duqvdr Our team can help you with your back-up issues today. Did the customer support team have you do any troubleshooting when you reached out? What did they do on their end?

2

0

U

user_duqvdr

2 Messages

No, they did not do anything on their end and said no one is able to help with updates or admin issues and all they can do is send a new modem.

1 year ago

0

XfinityBrianH

Official Employee

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1.4K Messages

user_duqvdr Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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1 year ago

0

Your Home Network

user_duqvdr

WiFi disconnecting backups

XfinityShawn

user_duqvdr

XfinityBrianH

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