8 Messages
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.
XfinityEmilyB
Official Employee
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2.1K 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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XfinityEmilyB
Official Employee
•
2.1K 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_sr73pw
1 Message
2 years 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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