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user_05305f
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8 Messages

Sunday, September 24th, 2023 10:19 AM

X app shows devices connected, but they really are not. Cannot get connected

Hi, I have a gateway and two X1 pods.  Xfinity app shows strong connections between pods and gateway.  App also shows multiple devices (iPad, iPhone, MacBook) are connected to one of the pods, but the devices are NOT connected to Wi-Fi (no Wi-Fi symbol on devices, no internet access).  When using troubleshooting on app, no issues detected.  Restart modem does not fix connection.

The only connections that work are those made to the gateway.  These connections are also lost intermittently.  Restart modem works for a day or two, then connections drop again.  Again, troubleshooter does not detect any issues.

Any recommendations?  Thank you.

Question

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Updated 

2 months ago

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XfinityEmilyB

Official Employee

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1K Messages

2 months ago

Welcome to our community forum, @user_05305f! I rely on my internet every day so I know it can be frustrating when you have connection issues. We'll stick with you here until we figure out what's going on. Please check the coax connection at the back of the modem and where it connects to your coax wall outlet. Are both ends tight? We recommend tightening the connections with your hand and not a tool because over tightening them can bend the internal wiring and cause connection issues. 

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user_05305f

8 Messages

Thank you Emily.  I checked the connections, they were tight but I tried to hand tighten further, maybe a little tighter at the modem.  No change in function. 

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2 months ago

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XfinityEmilyB

Official Employee

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1K Messages

Perfect, thank you for clarifying that, @user_05305f! Are you using a VPN to connect to the internet on any of the devices that are experiencing connectivity issues? Please "forget" the wireless network on one of the affected devices, restart the modem by unplugging it from the power source and plugging it back in, then reconnect the device to Wi-Fi and let me know how the connection is doing.

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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2 months ago

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user_05305f

8 Messages

Hi Emily, I am not using VPN to connect. I followed your instructions, forgot the network on three devices, restarted by unplugging and replugging, and tried to reconnect.  One device connected to the gateway, one device said it was connected to an X1 pod but there was not actual connection, and the third would not connect.  When I moved that device next to the gateway, that device connected to the gateway.

So no change: app says pods have strong connection, app says some devices are connected to pods but there is no connection on the devices in reality, and devices do connect to the gateway.

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2 months ago

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XfinityFrank

Official Employee

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348 Messages

@user_05305f Are the devices that are not connecting able to connect to any other WiFi outside of the XFINITY connection currently?

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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2 months ago

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user_05305f

8 Messages

Yes all can connect to Wi-Fi outside the house (e.g at work, in stores, at Starbucks).  Plus they can connect to the home WiFi to the gateway when within range, but not outside of gateway range and not to the pods, even though the app says they are connected to the pods..

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2 months ago

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XfinityEmilyB

Official Employee

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1K Messages

2 months ago

Thank you for checking that, @user_05305f! How far away from your Xfinity gateway is the first xFi pod? Is the closest pod hardwired to the modem or relying on the wireless signal? You can check out some handy tips about the pods here.

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user_05305f

8 Messages

Hi Emily, the xFi pods depend upon the Wi-Fi signal.  The first floor pod is about 35 fit from the gateway, and the upstairs pod is about 42 ft away from the gateway, as well as I can measure.

The Xfinity app says both pods have a strong connection, I assume that is to the gateway. 

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2 months ago

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