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Hi, @Perplexed3! I noticed this recently on my xFi (Xfinity) app as well, so I can understand how it would be confusing. I have a few things we can look into and go over with this. One question I do have is, are the Wi-Fi networks in your home split? Such as a 2.4 and a 5 network instead of one Wi-Fi ID that you will connect to?
Thanks for the quick response! How do I tell whether I have a split wifi? I do know that there are two wifi addresses/names on our account. One is the official one connected to the Gateway router and the other is connected to the Airport Time Capsule (we are a Mac household). Is that what you're talking about? Trouble is, the devices in question seem to be connected to the main wifi (router) and not the Airport Time Capsule wifi. But do tell me how to exactly tell if our wifi is split. Thanks!
There's a few easy ways, if you're using the xFi (Xfinity) app then it should be on the first page (overview), it will say something at the top about gateway online, then it will say "view network details", then on the next page it will show you the Wi-Fi network name and information. I would also like to look into your account specifically to double check a few things if there are different connections with the router and modem. If you don't mind, please send me a private message, just click on my name "Comcast Starr" then click send a message. Make sure to include your name and address so I can fully look into this for you.