WS

3 Messages

Monday, November 13th, 2023 5:13 AM

Xb7 * HomeKit * Airprint

I’ll start by saying I’ve had the same setup for over 2-years with zero problems. Same gateway, same printer, and same HomeKit devices… About two weeks ago I began having trouble with my Hue lights, they all of the sudden stopped working in HomeKit (still functioned perfectly in the HUE app). My Canon TR-8620 printer also stopped showing up on my Mac, iPhone, and iPad. I reset my gateway to the default settings, wiped the Hue Hub to MFR settings, and did the same to the printer. I then spend A LOT of time setting everything back up again. Still no luck! I can control HUE from the HUE app, but it will not let me add the HUE Hub to  HomeKit. Also, my printer still won’t work with my apple devices. The printer says it’s connected to WiFi and I can see it listed on the gateway. I feel like this has to be something the gateway is preventing these devices from communicating. I don’t know what else to do, I’ve tried everything I know! My next step is to ditch the gateway or drop Xfinity! HomeKit runs my whole house and it absolutely must be able to function. 

Accepted Solution

3 Messages

3 months ago

Update! I ordered a TP-Link router, put my Xfi Gateway in Bridge mode and connected the router to the gateway. Problem solved! Next step is to order a modem and send back the Xfi Gateway. That will result in me saving $15/mo. or $180/yr.

Official Employee

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535 Messages

@Will-S that is wonderful to hear you found a resolution. Once you purchase your new modem, there are a few options you can look at to return equipment: https://www.xfinity.com/support/articles/returning-your-equipment. 

 

With our great partnership with UPS, if you have a printer you can print out a return label here: xfinity.com/returns, then box it up and schedule a pickup by calling 1-800-PICK-UPS. 

 

You can also find a certified UPS Store for equipment return here: theupsstore.com/tools/find-a-store

 

If returning to a local Xfinity Retail Store, you can find the nearest location and when returning the expert assisting can update your account before you leave the store. To help save time, there is the great option of being able to set up an appointment beforehand to help make the return as smooth as possible: xfinity.com/stores

 

 

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1 Message

This is just ridiculous that we have to go through all of this effort to use connected devices that have worked for years. Thank you, Will-S, for posting your solution. 

Official Employee

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875 Messages

4 months ago

Hey there, @Will-S! Thanks for taking the time to create a post about your connection and device communication concerns. I'm sorry to hear about the trouble you've had, and I would love to see what we can do to help! A great place to start is our Connection Troubleshooting Tips if you haven't looked over those yet. I also want to ask about other troubleshooting you've tried so far. Have you contacted Apple support at all? When you say that your devices show connected to the WiFi, are you referring to seeing this in the Xfinity App? I'm with you on wanting to narrow down possible causes, and it seems odd that our Wireless Gateway would be preventing communication between devices that are all connected to your in-home network (that's why I thought I'd ask if you've contacted the manufacturer as well, just in case it's a device issue). Either way, our Digital Care Team is here to help!

3 Messages

Hi  Sara,

Thanks for your reply. Since my initial post, I was able to definitively determine that it is a problem with the Xfi Gateway, although I don’t know what the problem is exactly. Hopefully this information can assist you guys in figuring it out; maybe my struggles can help someone else.

I’ll answer/reply to all of your questions/suggestions in order. Here we go. 

1.) Yes, I referenced the “Connection. Troubleshooting Tips” and unfortunately none of them solved my problem.

2.)  No, I did not contact Apple Support. I did, however, contact Phillips Hue Support and after a number of test/trials they were able to confirm the issue was not on their end.

3.) Correct, when I said the devices show connected to the WiFi, I meant they are listed as connected on both the Xfinity App and the Xfi Interface (10.0.0.1) with strong signals).

After speaking with Hue Support, it became clear to me that there had to be an issue with my Xfi gateway. Any problems with the individual manufacturers hardware, software, firmware, apps, etc. would only impact their products. The chances that multiple manufacturers would encounter the same issue at exactly the same time is highly unlikely.  

After searching my problem on the web and  reading numerous threads from people with the same issue (all without a resolution or any real acknowledgement of the problem from Xfinity), I finally found a thread where another Xfinity subscriber had solved the issue by turning the gateway to Bridge Mode and connecting their own router. I figured I’d order a router and give that a try, at the very least I could eliminate the gateway as the problem if the issue persisted. When my new router arrived I set it up, put the Xfi Gateway in Bridge Mode and connected the router. I even kept the same network name and password so I didn’t have to update all of my devices to connect. Everything works perfectly since making the change! I think my Next step is to order a modem and send back the Xfi Gateway. 

Hopefully this will prove helpful for you guys to figure out the issue. 

All the best,

Will

1 Message

Hi Will-S (OP) and XfinitySara -

I'm 100% on board with Will's situation. I have (had) a stable Xfinity Wi-Fi setup. Same Xfinity gateway, same settings, same Epson printer for more than 1 year. Then on Dec 25, 2023, my Wife went to print, and the Epson printer will no longer connect. I reboot printer, reboot Xfinity router, still won't connect (note that I have 24 other devices connected to Xfinity Wi-Fi: Apple, Samsung, no problems)

It turns out, my Epson printer gives a connection error report. The report looks like this: 

Wireless Name (SSID Check:      PASS

Communication Mode Check:     PASS

Security Mode Check:                 PASS

MAC Address Filtering Check:    FAIL 

Security key/Password Check:   Unchecked

IP Address Check:                        Unchecked

Detailed IP Setup Check:            Unchecked

Hummm... So the Epson finds the Xfinity SSID, but Xfinity is rejecting the printer at the MAC Filtering step. I don't use, nor have I ever setup, MAC filtering. More importantly, I *have* *not* *changed* *anything*!  Did my Xfinity router get a software update? This is literally the only thing that could have changed in my network.  

So... per Will's suggestion, I'll dust off an old Linksys Wi-Fi router and use it instead of the Xfinity WiFi box. 

And to echo's Will's comment - I hope Xfinity figures this out. Seaching through this forum, I see variations of my problem going back a year.  

1 Message

2 months ago

This is so frustrating. After trying everything I am still unable to connect my canon printer. So I thought maybe it was the printer. Bought a brand new printer and same issue. Not going to lie, I am [Edited: "Language"]. Why, all of a sudden, did the Xfinity router stop allowing my printer to connect. And initially they told me it was the printer. To be frank, they owe me money now because I am in the hole for this. Shame on Xfinity. Why is this a common issue amongst users!?

(edited)

Official Employee

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1.3K Messages

Hello @user_e9a8kd, it's never fun to have connection issues no matter the device, but when you're having trouble getting support, it makes it worse. I would love to work with you on this and help get your printer connected. Let's run through some checks and troubleshooting steps together and go from there. Are you able to view your Xfinity network on your printer? 

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

2 months ago

I am having the similar issues. Does Xfinity have a fix that doesn’t involve getting a new router? My setup was stable for a couple of years until recently. 

if not, I also no longer see an option for bridge mode in the Xfinity app. How do I set up bridge mode?

Official Employee

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1.9K Messages

@user_68o90g Can you tell me which part you are having the issue with? To assist you with bridge mode please visit the link: https://www.xfinity.com/support/articles/wireless-gateway-enable-disable-bridge-mode

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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