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xFi Pod + xFi Advanced Gateway = Power Off?

New Poster

xFi Pod + xFi Advanced Gateway = Power Off?

After adding 3 xFi Pods to my gateway,  I'm noticing that my gateway completely powers off after a period of time.  The time between power-offs could be 1-3 hours.   In order to power the gateway back up, I have to pull the power-cord and plug it back in.  Really annoying!

 

I suspect this could be an issue with heat but the gateway doesn't seem to be too hot before powering off. 

 

I've called technical support a couple of times but they didn't have a solution to the problem.   I also tried a full factory reset and still ran into the same issue.  Has anyone else run into this issue ?

 

Official Employee

Re: xFi Pod + xFi Advanced Gateway = Power Off?

Kang1 --

Thanks for reaching out.  To troubleshoot further -- can you share some dates & times that the Gateway has powered off?

 

Thanks!

 

Rachel


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: xFi Pod + xFi Advanced Gateway = Power Off?

Sorry, I've disconnected my xFi pods this morning and I haven't seen the issue occur again.  So, I'm pretty sure it's related to the pods.

 

Unfortunately,  I don't have exact times when the shutdown occurred.   It occurred a couple of times this morning between 8-10 Pacific time before I disconnected/unplugged the xFi pods.  

 

Official Employee

Re: xFi Pod + xFi Advanced Gateway = Power Off?

Kang1 --

Thanks for the additional info.  I've shared this with engineering to troubleshoot & will let you know when I have more information.

 

Thanks!

 

Rachel


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: xFi Pod + xFi Advanced Gateway = Power Off?

Kang1 --

To allow us to investigate, we would need you to activate your Pods again.  Can you please reactivate & let me know?

 

Thanks!

 

Rachel


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!