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xFi connection to Carrier Infinity thermostat

Frequent Visitor

xFi connection to Carrier Infinity thermostat

I recently "upgraded" to Xfinity xFi gateway.  After so called upgrade, my Carrier brand Infinity thermostat would not connect to the separated 2.4gz wireless band.  My previous router did so fine.  Any suggestions?

Official Employee

Re: xFi connection to Carrier Infinity thermostat

Hi have you given the 2.4 and 5GHz networks separate WiFi names and passwords? If not you will only see one WiFi Name and Password even though both bands are broadcasting since your xFi has a combined WiFi name and password. You can check xFi in the Overview section to see if he has one WiFi name and password. Drill down further and check the Network section > Advanced settings to see details about the 2.4 and 5GHz bands. I hope this help you answer your question. If you need anything else please send me a Private Message. Thanks for using our forum!


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Frequent Visitor

Re: xFi connection to Carrier Infinity thermostat

Hi ComcastDaniella - Thanks for suggestions.  Yes, my newly installed Comcast Gateway has both Wifi bands 2.4 and 5.0 as separate wifi networks.  The thermostat only "sees" the 2.4 band when searching for networks, and still will not connect to it using the shared password for both 2.4 and 5.0 wifi bands.  Rebooting thermostat did not resolve either.  Wondering if Carrier thermostats are not part of the Comcast approved devices population and thus will nto allow connectivity ( I do not have Comcast Home services).  Other 2.4 devices, like older HP printer is able to connect with no problem.

New Poster

Re: xFi connection to Carrier Infinity thermostat

I just connected my Carrier Infinity Touch Thermostat to my xFi network with only one minor problem.  I first tried to use the WPS connection method.  it didn't take.  So I typed in my network password and it connected no problem.    I have also logged into myinitfinitytouch.com and verified the connection is working.  

Frequent Visitor

Re: xFi connection to Carrier Infinity thermostat

I also tried both the WPS method, as well as the standard searching for wifi network and manually entering in wifi network password, but still was not conecting.  Since the first time this issue came up, it has connected and then dropped about 1-2 hours later.  Not sure why, as the number of wifi devices is not changing or any other known 2.4ghz interferences.  

New Poster

Re: xFi connection to Carrier Infinity thermostat

bBmmer...Since connecting mine, literally an hour before I responded to you last, I have not had a single problem.  Have you checked to see the signal strength at the thermostat?  I use an app called Wifi Analyzer that works for me.   Many of my intermittent problems correlated well with areas where Ihad a weak signal.  

Frequent Visitor

Re: xFi connection to Carrier Infinity thermostat

Bob522 (and others) - Over the past five days or so, my Carrier thermostat has been able to connect to the Xfinity Gateway (2.4 band only), and has mostly stayed connected, allowing the thermostat to connect to the external Carrier server.  It does seem to drop from Wifi occasionally, but only for a minute or two.  Not entirely sure what occurred that helped the thermostat stay connected (perhaps just time and/or a backed up software update from Carrier?), but it seems to be maintaining the connection to my home wifi.  Thanks to all for your advice and recommendations.

New Poster

Re: xFi connection to Carrier Infinity thermostat

Having same issue since switching to xFi. What are the steps to fix this. Thanks!
New Poster

Re: xFi connection to Carrier Infinity thermostat

Have you checked your signal strength at the thermostat?
New Poster

Re: xFi connection to Carrier Infinity thermostat

I am experiencing the same issue following my Xfinity Gateway "Upgrade" to the XB6 model.

 

It connected to the Gateway but can't communicate out to the Infinity Carrier site.

 

Ideas????

Frequent Visitor

Re: xFi connection to Carrier Infinity thermostat

G-Man - I spent a few calls to Carrier tech support when I had same issue, and each time they recommended me to re-boot the thermostat simply by touching the screen in a "blank" area and holding for approx 10 seconds.  The screen will reboot.  It should then auto re-connect to your new wifi assuming it maintained the updated passwords for new Gateway, and then should re-connect to Carrier Infinity servers next.  You can tell since it will show theweather forecast icons below room temps on screen.  I must say, it took me a few tries doing and re-doing these steps for the thermostat to maintain wifi and Carrier Infinity server connectivity.  Good luck...

New Poster

Re: xFi connection to Carrier Infinity thermostat

Great. I can’t seem to initiate the reboot however using that technique touching the sceen and holding - mine is the infinity touch model see attached photo. Tip on the technique?
6D3D7CC4-EBF7-4D57-93E7-B8F5AFCA0DF6.jpeg
New Poster

Re: xFi connection to Carrier Infinity thermostat

Thanks! I will try that. It seems that because of the xfi modem and pods the connection doesn’t work Smiley Sad
Frequent Visitor

Re: xFi connection to Carrier Infinity thermostat

ok, my thermostat mode is slightly different model:  SYSTXCCITC01-B 

Not sure about the re-boot sequence for the other type of thermostat, Im afraid.  I really found some good tech help from Carrier at 1 800 CAR-RIER on getting the thermostat reconnected to their server, once the wifi connection was solved with Xfinity.   Anyway, they walked me through reboot and re-connect to Carrier Infinity server.  Too many "..finitys". 

Carrier Infinity thermostat-B.gif

New Poster

Re: xFi connection to Carrier Infinity thermostat

Hi. Has anyone else had any luck figuring this out? I can get my Carrier Infinity thermostat to connect to my 2.4Ghz network with no passcode, but as soon as i add a WPA2 password, it no longer connects. I set my 2.4 network to channel 1, 802.11n.

New Poster

Re: xFi connection to Carrier Infinity thermostat

Carrier sent me these instructions which I have yet to try...


• Our thermostats are not compatible with router settings that alternate between 2.4Ghz and 5 Ghz frequencies. Our thermostats can only connect to the 2.4Ghz frequency.

• Some routers may use an auto scan feature to determine the best channel to connect to. If this happens, it will drop the connection between the thermostat and/or the router. Using a dedicated channel is recommended. 2.4Ghz operates on channels 1-14.

• Wireless security encryption should be set to WPA2 not WPA2 Enterprise. This is the security encryption most compatible with our thermostats.

• Our thermostats feature a Wireless N radio. Some routers may need to switch to a backwards compatibility mode (changing from Wireless AC to N) in order to communicate with our thermostats. Advise the customer to check their router or contact their internet service provider (ISP) to see if this option is available.

• The server works off of an HTML protocol and communicates through port 80 & port 443. If there is no communication to the server but there is a connection to the router, the blockage of these ports may be the issue. To resolve this, the customer will need to contact their ISP.
New Poster

Re: xFi connection to Carrier Infinity thermostat

I tried all of those suggestions yesterday. I can now get my thermostat to connect without a password (open) — progress Smiley Happy . But once I set a password (wpa2 is only option on the router setting), it will no longer connect. I don’t want to leave my wireless open without a password all the time. I spent 75 mins on the phone with Comcast yesterday and now they want to send someone to my house.
New Poster

Re: xFi connection to Carrier Infinity thermostat

Were you able to get this figured out? I seem to have the same issue. Open it connects, but once a password is added it drops the connection and will not pick it up again
New Poster

Re: xFi connection to Carrier Infinity thermostat

SAME issue here! 

 

My Carrier Infinity Touch will connect to the WiFi just fine, BUT WILL NOT connect to the Carrier Server through the XB6 Comcast XFi router.  

 

I've spent about 7 hours on this now, talking to several people at Comcast who blame Carrier, talking to Carrier Technical support who blame Comcast, and talking to my Carrier dealer who says that it should be a very straight-forward set up and has never heard of this issue before with other customers.  

 

I have received the trouble-shooting PDF from Carrier and made sure all of the recommended settings are correct.  I've verified those settings with Comcast.  Still... no connection to the Carrier Server.  

 

Now, the thermostat WILL connect fully to the wifi AND the server if I use my Verizon MiFI, but clearly I don't want to keep doing that, I want to use my home wifi that I'm paying comcast for.  But, this does indicate that it is certainly an issue with Comcast and/or the Comcast router.  

 

The last thing I was told by Carrier Tech Support is that they've never heard of this issue and that I should call my Carrier Dealer and request a TP Link Router, which I just did.  My dealer says that the TP Link Router doesn't apply to this Infinity Touch Router.  

 

HELP!  Smiley Happy 

New Poster

Re: xFi connection to Carrier Infinity thermostat

SAME eaxct issue in both my homes with Comcast service after Gateway "upgrade". Spent 1200 dollars on 2 Carrier thermostats for nothing? Thanks, Comcast!

New Poster

Re: xFi connection to Carrier Infinity thermostat

We really need this to be addressed Comcast!  Thank you.  

New Poster

Re: xFi connection to Carrier Infinity thermostat

Comcast had to replace my gateway modem with an older model. Once they did that, my 2.4 network was able to connect with a passcode. Nothing else seemed to solve the problem. Would love to get this addressed so I can get the latest modem again.
Official Employee

Re: xFi connection to Carrier Infinity thermostat

Hi all, 

I apologize that you have been experiencing issues with getting your Carrier Thermostats connected. Reading some of Carrier's feedback provided in this thread, it looks like they specifically require connecting to 2.4 GHz. Our xFi Gateways are now equipped with band steering technology which means that you can manage one network name/password for both the 2.4 and 5 GHz frequencies and your Gateway will determine the best connection. It's a great feature, however there can be complications when it comes to onboarding some devices that require 2.4 or 5 GHz specifically.

 

If you currently take advantage of band steering and manage one wifi network name/password, my first recommendation would be to try splitting your bands and then onboard the thermostats. To do this, open xFi and navigate to Network > Edit WiFi. There should be a check box at the top of the screen for  "Use Different Names and Password for 2.4 and 5". Check that box and you can name your 2.4 and 5 separately. Then try to onboard your thermostats connecting to the 2.4 GHz network. 

 

Also, the default settings for channel selection (unless you have made changes) is likely set to "Auto" meaning your Gateway will scan and change channels as needed. This is the recommended setting, so I cannot provide guidance on how to manage those, but if you need to make changes you can find that option under Network > Advanced Settings > 2.4 and 5 GHz WiFi.

 

If you have xFi Pods, let me know as there is an additional complexity we will need to work through. 

 

Please let me know if this helps, or if you continue to experience issues.  

 


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New Poster

Re: xFi connection to Carrier Infinity thermostat

I also recently upgraded my router to xFi.  I edited the xFi settings to use different names for 2.4 GHZ and 5.0 GHZ.  I was then able to connect the Carrier Infinity Thermostat.  However it is showing that it cannot connect to MyInfinity server: www.api.ing.carrier.com.

Could xFi be blocking outbound connections?CarrierInfinityxFiIssue.jpg

Silver Problem Solver

Re: xFi connection to Carrier Infinity thermostat


@studyar wrote:

I also recently upgraded my router to xFi.  I edited the xFi settings to use different names for 2.4 GHZ and 5.0 GHZ.  I was then able to connect the Carrier Infinity Thermostat.  However it is showing that it cannot connect to MyInfinity server: www.api.ing.carrier.com.

Could xFi be blocking outbound connections?CarrierInfinityxFiIssue.jpg


MyInfinityserver might not be an Xfinity server.

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I am just a customer, volunteering my time to help other customers here in the Forums.
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New Poster

Re: xFi connection to Carrier Infinity thermostat

Were you able to add a passcode / encryption key to your 2.4 network? I was able to connect my thermostat to my WiFi and the carrier server if there was no passcode on my 2.4 network. Once I added a passcode, nothing was able to connect.
New Poster

Re: xFi connection to Carrier Infinity thermostat

UPDATE: 01/11/19 - - Suddenly today (after making no changes to my settings) the Thermostat now does not show the Red "X" on the WiFi symbol in the upper right-hand corner - it further shows it is on the network and can see the MyInfinity Carrier Server.   I'm wondering if maybe Xfinity/Comcast made a change on the backend (firmware upgarde ??). As of this moment the SmartPhone "MyInifinty" app is still showing old data but it can take up to 24 hours to complete the communications with the MyInfinity Carrier servers and reinitialize active service - - I'm keeping my fingers crossed !!

Silver Problem Solver

Re: xFi connection to Carrier Infinity thermostat


@G--Man wrote:

UPDATE: 01/11/19 - - Suddenly today (after making no changes to my settings) the Thermostat now does not show the Red "X" on the WiFi symbol in the upper right-hand corner - it further shows it is on the network and can see the MyInfinity Carrier Server.   I'm wondering if maybe Xfinity/Comcast made a change on the backend (firmware upgarde ??). As of this moment the SmartPhone "MyInifinty" app is still showing old data but it can take up to 24 hours to complete the communications with the MyInfinity Carrier servers and reinitialize active service - - I'm keeping my fingers crossed !!


I had an issue with my Motion sensor yesterday and it cleared up when I rebooted the touchscreen.  It's possible your touchscreen was rebooted overnight.

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I am just a customer, volunteering my time to help other customers here in the Forums.
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New Poster

Re: xFi connection to Carrier Infinity thermostat

I am having the same issue.  Worked with Comcast to set-up the 2.4 and still will not connect with password protection, remove the password and it will connect.  Has anyone figured this out?

New Poster

Re: xFi connection to Carrier Infinity thermostat

Hi! Turns out after much back and forth with Xfinity & Carrier -- a simple plugging the thermostat off the wall and then plugging it back on "reset" it to capture the wifi signal of my new network. Hope this helps you!

New Poster

Re: xFi connection to Carrier Infinity thermostat

After removing from wall and plugging back in the unit now shows it is all connected but the MyInfinity app still doesn't connect and thus doesn't allow me to make changes remotely
New Poster

Re: xFi connection to Carrier Infinity thermostat

We are experiencing the same issues immediately after having our new 1 gig xfi router/modem installed.  Like others, I have spoken with both Carrier & Comcast at length walking through the recommended settings, rebooting, a variety of new trial & error setting variations, etc., & both companies are unable to identify the issue.  They also both recognize there is a problem and are working on a fix.  In the meantime, I've given up and purhcased the recommended TP-Link TL-WR841N router for $20 on Amazon.  (I believe any 2.4g n router will work too) I hooked it up, created a new, separate 2.4g wifi network (in addition to the xfi home network) via ethernet into the xfi router/modem, linked the Carrier thermostat to the TP-Link network and everything works!!!  Although it doesn't correct the main issue, it is a work around and I can use my phone to control my thermostat.

New Poster

Re: xFi connection to Carrier Infinity thermostat

@teddytopaz Thanks so much for sharing the model of the TP Link router. My Carrier dealer had mentioned a router could solve the issue but had no model info.  I'll try that. But did either Comcast or Carrier indicate when a fix would be forthcoming? My guess is this is more on Carrier...

New Poster

Re: xFi connection to Carrier Infinity thermostat

No, neither one provided a timeline and most likely it won’t be quick. Carrier said they believe it is a setting within Comcast and that once they solve it, they would push out a fix through a software update. My comment to them was how would the thermostat get the update if it can’t communicate with the server in the first place??? He suggested using a hotspot to temporarily connect to their server to get it. That’s why I went with the 2nd network option.
New Poster

Re: xFi connection to Carrier Infinity thermostat

My carrier thermostat will not connect to my wireless thermostat.  NOONE at Comcast can help me.  They do not know what I am talking about and I have spoken with 3 people.  I did manage to separate my 2.4 and 5.0...I have re named them...but was told I do not have to have different passwords.

 

Im 71 and pushed to my max with technical issues.  I have restarted/refreshed the thermostat and my TV.   The thermostat did connect to my T Mobile hot spot.....connected partially.

Who can I talk to....that I would understand...I will pay money for someone to fix this.  Help!  Smiley Happy

New Poster

Re: xFi connection to Carrier Infinity thermostat

Too funny! How would the push go to the termostat if it cannot connect to the server?!! -- Anyways, this is so frustrating!

New Poster

Re: xFi connection to Carrier Infinity thermostat

I installed another router and the thermostat connected without issues.

 


@teddytopaz wrote:

We are experiencing the same issues immediately after having our new 1 gig xfi router/modem installed.  Like others, I have spoken with both Carrier & Comcast at length walking through the recommended settings, rebooting, a variety of new trial & error setting variations, etc., & both companies are unable to identify the issue.  They also both recognize there is a problem and are working on a fix.  In the meantime, I've given up and purhcased the recommended TP-Link TL-WR841N router for $20 on Amazon.  (I believe any 2.4g n router will work too) I hooked it up, created a new, separate 2.4g wifi network (in addition to the xfi home network) via ethernet into the xfi router/modem, linked the Carrier thermostat to the TP-Link network and everything works!!!  Although it doesn't correct the main issue, it is a work around and I can use my phone to control my thermostat.


 

New Poster

Re: xFi connection to Carrier Infinity thermostat

My situation hasn’t changed the Red “X” reappeared and the app never connected. I’ve given up.
New Poster

Re: xFi connection to Carrier Infinity thermostat

My Carrier Infinity hasn’t had an internet connection since July 2018. I tried resetting everything, the thermostat, the modem/router, changed the names of the two bands, and gave them separate passwords but no luck.  The company that installed the thermostat/furnace/ac came in today for routine maintenance and they couldn’t figure it out either. I spent most of my day trying to troubleshoot but still the thermostat will not connect to my network.  This is so frustrating.

New Poster

Re: xFi connection to Carrier Infinity thermostat

* R E S O L V E D *

Strangly my thermostat is now connecting to the WiFi without my having done anything... tried the Infinity App and it is able to see and control my system. I made no changes maybe Xfinity pushed a fix (firmware upgrade) ???

Anyone else’s issue self-resolve?
New Poster

Re: xFi connection to Carrier Infinity thermostat

I just tested mine and it is now connected and app has current info

Like you I didn’t make any changes except USE DIFFERENT NAMES AND PASSWORDS FOR 2.4 GHZ AND 5 GHZ WIFI
New Poster

Re: xFi connection to Carrier Infinity thermostat

I made no changes since my original post.  Frankly, I'd given up on it, not willing to waste any more time on it.  HOWEVER, it randomly started working last weekend.  Connects fine and fully controllable via the app.  Comcast must have pushed an update?