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kh23838
1st Topic

6 Messages

Saturday, April 27th, 2024 2:00 PM

Closed

XB6 SSIDs Disappearing

Both 2Ghz and 5Ghz SSIDs disappear every 2-3 days.  Restarting the modem is the only option to have them reappear.  Also, when the SSIDs disappear, existing connected devices loose WiFi/Internet connectivity.  Has anyone else seen this?

Question

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Updated 

1 year ago

89

2

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

1 year ago

 

kh23838, Hi there! Thanks for taking the time to visit XFINITY over our forums page for help with those WiFi channels disappearing and causing your devices to lose connectivity. I have been in your shoes before so I can relate to the inconvenience that this can cause you. I am sorry to learn about this experience. We are the right team to help. How long has everything worked correctly until you noticed this issue? Are you experiencing this issue when in close range to the modem? Was the modem relocated to another area recently?

 

3

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kh23838

6 Messages

Hi-  The problem only recently started (a couple weeks ago) and was running with no issues for the past 2-3 years (since the install of the XB6).  The SSIDs disappear whether in close or distant range of the modem and when logging into the web GUI with a wired connected laptop, the SSIDs do not show as active within the GUI.  The modem has been in the same location since it's install 2-3 years ago.  Also, there has been no additions of any network devices in our house.

Thank you.

1 year ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

 

kh23838, Great question! We have some great options for your convenience. We can schedule a technician visit with an appointment fee, have one shipped to you with a shipping fee, or you can simply pick one up today at your nearest XFINITY store at no additional cost. We would love to see you! Which would work best for you? 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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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
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
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

1 year ago

0

kh23838

6 Messages

There is an Xfinity store near me so I'll go there.  I assume I need to take my current modem there for the exchange?  Do I need to give them some sort of reference # or just tell them that the swap was agreed upon in this forum?

1 year ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

1 year ago

 

kh23838, Thanks for sharing these details. If you were to run an internet health test via the Xfinity app, what results does it pull for you?

 

One option I recommend trying is swapping out the modem. How does this sound?

 

7

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kh23838

6 Messages

Hi-  Yes that sounds like a good idea.  How do I go about swapping it out?

Thanks.

1 year ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

 

kh23838, Correct. You can just take the current modem and swap it out. The great thing is you can even schedule an appointment online so you do not have to wait in line. Simply go to our Xfinity Store Locator tool and follow the steps below to easily schedule your appointment online at

this link. Enter a location and click the magnifying glass, or select the Use current location button to search for a store near you.

 

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
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
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
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
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

1 year ago

kh23838

6 Messages

@XfinityGabriel​ Great.  Thank you for your help.

1 year ago

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

You're welcome! Hope to hear good news soon. 

I am an Official Xfinity Employee.
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1 year ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

 

kh23838, Hi there! Just checking in to see if you were able to get that modem swapped out yesterday.

 

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
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
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
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
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

1 year ago

0

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