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SBMongoos
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Tuesday, October 29th, 2024 2:03 PM

XB8 modem - unable to connect to WiFi devices when doing the Text Connection via the Xfinity app

This has been going on for about a month now. It appears the modem is okay and that WiFi devices are working okay. But this concerns me and wondering if the XB8 is going bad. It has been up for over 1.5 years. The Xfinity app isn't always able to do speed tests as well and then pass all the tests on connecting to all the devices on the network.  We've had a couple of outages and about two back is when this issue seems to have started. Some times the Xfinity app can do the speedtest, some times it can't and won't go further. But now I'm seeing a lot of failures when trying to Test Connections and when it connects to all the WiFi devices. Seems to connect to anything on ethernet.

Xfinity support tried to re-provision the modem but that took me off the internet for about two hours before they could get me back connected to the internet. Plus I get passed around a lot to different people and not getting any resolution which means I have to start the process all over again.  25 years and nothing has really changed support wise it seems.

I've already been on chat, on the phone trying to work through this.

The modem has been restarted several times already. Also, unplugged. The Xfinity app has had it's cache and data cleared and even uninstalled and reinstalled more than once. I'm not sure if this is an issue at the modem or with the Xfinity app. 

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17 days ago

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XfinityFrank

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1K Messages

23 days ago

Hi there, @SBMongoos! Thanks fore reaching out to us here on the Community Forum! If the service itself on all your devices is working normally, I would think the modem is OK. With that being the case though, we do want the app to work properly. Since the last time it's worked, have you added or removed any devices to the mix? There may be something causing interference is my first thought since the ethernet tests work fine.

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SBMongoos

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19 Messages

Nothing real recent. I swapped out the ring doorbell for another here but that was over a few months ago and things have been working fine. This seems to be more recent. 

Plus the test results are random. Meaning some items come back successful and others not. As in "Strong Wi-Fi", for example. Lately it has no success testing between the modem and the any the Wi-Fi devices. For Wi-Fi devices it simply says "unable to test". This has been going out for a few days or so now. 

(edited)

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23 days ago

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XfinityAngie

Official Employee

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1.4K Messages

 

SBMongoos, Thank you for the information. We can do a few things here. One, we can swap out the modem and see if that changes anything, but there is no guarantee that would fix the problem. The other is we can run through some troubleshooting with you. If you would like to do that, 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• 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.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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23 days ago

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SBMongoos

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I've been through chat a few times on this issue.  Unfortunately I get passed around. They tell me there are fees to swap out the modem, some say there are no fees. It's a mess. If I could be shipped a "new" XB8 with a return shipping label that would be great. I don't see this as an issue caused by me so I don't understand why there should be any costs incurred.

Also, one of the chats I had stated they were going to push these details to the app developers as he thought it may be an issue with the app or something server side. But I've not heard anything back. 

Quite a messy process if you ask me.  Also, I've noticed for some time now the app will see a new device access the WiFi but never allows me to add it to a group like in the past. I cannot even find it except for these failed tests where it doesn't offer that option.

(edited)

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19 days ago

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XfinityEricB

Official Employee

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1.7K Messages

 

SBMongoos We would be happy to assist you with getting a new gateway no problem. We have an agreement with UPS where you can take a device in, and they will box and ship at no cost to you if that is the cost you were concerned about. You can also print off a return shipping lable for a device to have UPS come pick it up, but UPS normally charges a fee for that which we can't provide help with as it's not us who charge that fee unfortunately. I'm happy to put in an order to ship you a new one if you could send us a direct message with the information requested in the post above. We look forward to assisting 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

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17 days ago

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