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Devices are connected to WiFi network but show up as not connected

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New Poster

Devices are connected to WiFi network but show up as not connected

I have several devices that are connected to my Gateway WiFi network. Internet works without issue. But in the XFi app, the devices appear “not connected” so I can’t pause them. I am unable to use the parental controls on these devices. My son's phone does not have cellular service, it only works over WiFi. Because it shows up in the app as not connected (even though it is), I can’t pause the device or limit his screen time and so he’s able to surf the internet without my permission.

I have model # CGM4331COM & Firmware # CGM4331COM_3.14p10s2_PROD_sey

The version of the xFi app is 3.11.0 (1592413973)
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New Poster

Re: Devices are connected to WiFi network but show up as not connected

I had this same problem..called spent 1 hour + on the phone still received an I dont know why it's doing that because everything is active on our end. It will eventually work itself out..give it a little while. For some reason those are a little slow on the uptake
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New Poster

Re: Devices are connected to WiFi network but show up as not connected

I’m having the same problem and it’s been weeks and I have restarted the new xfinity gateway many times. No change!
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Regular Visitor

Re: Devices are connected to WiFi network but show up as not connected

@Jb2020 and others, I had the same issue and was able to fix it.  The odd thing is that everything showed properly when I first setup the xFi device and activated it.  Things went south when I called into xFinity to see why my speed maxes out at 550 Mb/sec, instead of the 1 Gb / sec for which I am paying.

When the automated assistant answered, it said I needed to activate my device (the second activation).  I had no choice by to agree.  Once I did, all of my wireless devices successfully connected, but xFi only showed my wired devices connected and none of my wireless ones.

After calling into xFinity support and spending two and a half hours, I couldn't take any more.  (I swear they pass you around, when they are out of ideas, instead of transferring you to a higher-level tech.

Anyways . . . . . 

I think I found the issue -- at least it worked on my system.  Come on xFinity, you should be on top of this.  Also, why is the setting I mention below changing.  To add more details, I also factory reset the modem with no help . . . 

 

HERE IS WHAT WORKED FOR ME:

  • Logon to the xFi device (10.0.0.1 for me, probably you too)
  • On the left-hand menu, click Connection, then Wi-Fi
  • On the right side of the page, under Private Wi-Fi Network, click the 2.4 GHz EDIT button
  • Change Channel Bandwidth from 20 to 20/40 and save.

(Note, I did this only for the 2.4 GHz Band)

 

Once the UI came back, all of my devices showed in the list.  The odd thing is that the setting reverted from 20/40 back to 20.  (xFi came set to 20/40, from what I remember and to what I have had previous routers set)

 

I'm betting there is a bug in the UI, which is causing this issue.  Along these same lines, I cannot turn-off the MoCA setting, even though it was initially turned-off when I received my modem.

 

**** UPDATE **** 

I had to do the same with the 5 GHz Band too.  I just changed the setting from 20 to 20/40/60/80 and saved.

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Regular Visitor

Re: Devices are connected to WiFi network but show up as not connected

Did this ever work itself out, or are you still experiencing issues?

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Regular Visitor

Re: Devices are connected to WiFi network but show up as not connected

Thank you! It worked. I spent an hour in chat with Comcast and they had no clue. Same old yada yada yada you got. Good job thanks for posting. 

 

 

 

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New Poster

Re: Devices are connected to WiFi network but show up as not connected

Worked like a charm! Thanks