Thank you, I'll wait to hear back.
If you want to follow-up with a phone call, I could explain how yesterday's call went, if it helps. A short summary follows:
Called Xfinity support and followed the prompts for Internet/Phone
Spoke with the 1st person in Customer Support, who sent a signal to the modem to reboot, then realized she wouldn't be able to help further and sent me to Technical Support
The 2nd person, also tried to send a different (?) signal to the model to reboot, that also did not help, and he felt he did not have the right tools or information to assist me further.
He then sent me the a 3rd person. She was so clueless, I couldn't stand it anymore. She started talking about modem specifications that had nothing to do with the issue.
Apparently her supervisor was listening on the call, and then the supervisor took over the call. At this point my patience was growing slim, and I re-articulated the issue. I asked him to tell me the highest firmware update that he was aware of for my gateway. He said 2.7. So he was unaware that there is this 2.8 update. He then connected me with another person.
The 5th person was in equipment, who goes on to say that they couldn't resolve the issue. The gateway had a company-wide recall and they were rolling out new gateways, and that it was best for me to replace mine with an Arris TG1682G, and that would correct the issue. My personal opinion is they could wait to get me off the call, which clocked in at just under 2 hours.
I hope you find this helpful.
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I sure hope you are reading this and can help me again. This morning I noticed that the internet in the home was very flaky. All the lights were flashing on all six xFi pods showing they were not connected. I thought this strange. I tried normal troubleshooting techniques but these did not work. I then tried to re-add one of the pods via the mobile app, which to my surprise said I was not on the correct firmware. I verified this via the admin app at 10.0.0.1 and to my surpise showed me I was at: Software Image Name: DPC3941_2.7p8s1_PROD_sey. Why was I surprised, because back on 12/18/17, my original post, you pushed me version 2.8 which corrected my original issue. I have already tried rebooting my Gateway twice to see if I could get firmware version 2.8 back, but this has not worked. I called Comcast support, talked to 5 different people, from technical support, to a supervisor, to someone in equipment and no one could assist me. After 90 minutes, they finally told me that the manufacter has identified a firmware issue with the DPC3941T, they had no way of pushing firmware 2.8, and that my only resolution would be to go to a service center to replace my modem with an Arris TG1682G. Really? C'mon, can you please get your act together. So ComcastKate, can you help me out?
1. How can I get firmware 2.8 back on my gateway so that I can get my xFI pods back up and running?
2. What caused the firmware (that you pushed) to go back down to 2.7 causing all the xFi pods to disconnect?
3. Do I really need a different modem for the xFi pods (forget the fact that they were working for me for a month!)?
3. How can we better train your internal support staff with respect to the xFi pods?
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I just received my 6 xFi pods from Xfinity. Unfortunately, I am unable to get the 1st pod online. I am running version 1.6.1 of the xFi App. I have a Cisco DPC3941T with Gateway Firmware Version DPC3941_2.7p8s1_PROD_sey I have one WiFi network name for both the 2.4 and 5 GHz networks. My WiFi is password protected. The WiFi network is enabled and broadcasting. I keep getting a “Let’s Try That Again” Sorry we ran into a problem. Please try again or go back to the previous screen.
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What has been your experience with the pods?
Any specifics on performance, # of pods 3 vs 6?
Also, it states that you must have your 2.4 and 5GHz networks using the same SSID. Any issue there?
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