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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.

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. 

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.

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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