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.

Responses

XfinityEmilyB

Official Employee

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2K Messages

2 years 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.

2 years ago

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XfinityEmilyB

Official Employee

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2K 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.

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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

2 years 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.

2 years ago

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XfinityFrank

Official Employee

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1.3K Messages

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

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2 years 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..

2 years ago

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XfinityEmilyB

Official Employee

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2K Messages

2 years 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.

2 years ago

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user_sr73pw

1 Message

1 year ago

Thank you for documenting this. I've been facing the same issues since early December 2023. Hours on the phone with xfinity tech support. "We need to reboot your router". -- It's been rebooted 7 times today. I can't go over the issues I went through with poor tech support including lousy communication, no experience or very little training and no escalation process for actual trouble shooting. You've verified for me that it's a legitimate xfinity technical issue. I got new equipment and 2 tech visits, 1st tech removed my latest and greatest equipment, told me it was worse than the old equipment and put in an older model. Mentioned it as he was leaving. 2nd tech told me xfinity has reduced tech support in my state by 60%. Their raising the rates again for what's turning into lousy service. I don't mind paying if I'm getting the service, but I'm not. The same issues started again yesterday. I can't even get to the xfinity app from my phone without using my Verizon connection. I'm done with them and finding a new provider.

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XfinityDena

Official Employee

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3.2K Messages

@user_sr73pw I am sorry for how your experience has made you feel. I would be happy to take a look at your service issues.

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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

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