Xfinity Gateway XB7 - 2.4 GHz Wi-Fi issue with IoT devices

Dear Xfinity Technical Support,

I am requesting assistance with what appears to be a problem with my Xfinity Gateway (XB7).

My internet service is working normally. All of my phones, tablets, computers, and other devices connect to the gateway without any issues.

However, my Eufy Indoor Cam E220 cannot even detect my 2.4 GHz Wi-Fi network during setup.

Here is what I have already done:

Eufy replaced my camera under warranty with a brand new unit.
The replacement camera has the exact same issue.
Both cameras successfully detect neighboring Wi-Fi networks, but neither camera can see my Xfinity 2.4 GHz Wi-Fi network.
I separated the 2.4 GHz and 5 GHz bands and created a dedicated 2.4 GHz network.
The 2.4 GHz SSID is enabled and broadcasting.
I restarted the gateway and reset both cameras multiple times.
My iPhone and other devices connect to the gateway normally.
I also attempted to resolve this issue using the Xfinity Virtual Assistant, but unfortunately it repeatedly directed me through the same troubleshooting steps and was unable to resolve the problem or connect me with a live technical support representative.

Since two different cameras have the exact same behavior and both can detect neighboring Wi-Fi networks, this strongly indicates that the problem is with my Xfinity Gateway or its 2.4 GHz Wi-Fi configuration.

I would appreciate it if you could:

Perform a remote factory reprovision/factory reset of my XB7 gateway.
Check whether there is any configuration preventing IoT devices from detecting the 2.4 GHz network.
If the gateway cannot be repaired remotely, please arrange a replacement gateway.

Thank you for your assistance. I look forward to your response.

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XfinityJeffB

Official Employee

•

462 Messages

5 hours ago

Hello user_aayl72, thank you for taking the time to post here in our Xfinity Community forum. We are grateful for your time, and for you. I will be happy to try to assist you. I see you have already taken multiple steps in troubleshooting. Have you also checked with the manufacturer to see if there is a compatibility issue? I ask, because you say every other device connects without issue. Have you also tried to connect the camera to the 5 GHz network? A new modem is relatively easy to manage, as you can either pick one up at a local store, or we can ship one if a store is not close to you; but I want to make sure we do not waste your time if it turns out not to be the modem. How long have you had your current one?

user_aayl72

Visitor

•

2 Messages

Hi,

Thank you for your reply.

Yes, I have already worked extensively with Eufy support. They initially believed the camera might be defective and sent me a brand-new replacement under warranty.

Unfortunately, the replacement camera has the exact same issue.

I also confirmed that both cameras can detect my neighbors’ Wi-Fi networks, but neither camera can even see my Xfinity 2.4 GHz network during setup. My SSID does not appear in the list of available networks at all.

I have already:

separated the 2.4 GHz and 5 GHz bands;
created a dedicated 2.4 GHz network;
verified that the SSID is broadcasting;
set security to WPA2;
rebooted the gateway;
factory reset both cameras.

The Eufy Indoor Cam E220 supports 2.4 GHz only, so it cannot connect to a 5 GHz network.

Since two different cameras have the exact same behavior and both can detect neighboring Wi-Fi networks, this strongly suggests that the issue is with my Xfinity Gateway or its 2.4 GHz Wi-Fi radio/configuration rather than the camera itself.

I have had this XB7 gateway for about 3 years.

Could you please check whether there is a known issue with the 2.4 GHz radio, perform a remote reprovision/factory reset if appropriate, or let me know if the gateway should be replaced?

Thank you for your help.

5 hours ago

XfinityJeffB

Official Employee

•

462 Messages

We will do all we can to assist, rest assured. Some of the things you request will need some account information best kept private.

Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…

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4 hours ago

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Xfinity Gateway XB7 - 2.4 GHz Wi-Fi issue with IoT devices

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