About ComcastKate

ComcastKate · ‎05-15-2018

@Mr_Kludge wrote: @haysgreg wrote: OK, got xFi Pods and Gigabit service here in Charleston, SC. Set up for Pods was super easy, it automates the changes needed for your gateway/router by combining the 2.4 & 5.0 network names as well as put it in bridge mode. It appears better than the plume pods as it's desigend specifically for the xfinity gateway so you don't waste a pod by having to wire it close to the router. It's tricky setting up the location for the 6 pods as you only get a bad, fair, good, great signal indicators and they seem to change over time so there must be lots of potential inferenence bouncing around. The only downside so far is my wireless devices close to the gateway is pulling 350Mbps where as the same devices on the pods are 10x less, around 30-40Mbps. I only have a 2200 sq ft house with 6 pods so I can't imagine them not all being strong, maybe there is a "too close" issue that I'm not aware of. I'm tempted to return them and go back to the original router/gateway setup or try other mesh solutions. The pods do have ethernet active so I can drive my sons xBox wired to the pod but its the wireless link gateway that constantly kicks him off his games. The plume pod spec seems like I should be getting 4-5x more bandwidth so maybe there is a fix here. Any ideas? I think your problem is too many pods too close together and you are getting co-channel interferance. Mine are on their way and I only ordered 3 for a 3150sq' rambler. I get decent 350-500mb in my basement not directly below the XB6 and hoping to improve that and in some far reaches in the house. XB6 is in the office on the main floor off-center. Plan one for the great room next to it, one in the man cave diectly below and one in my sons en-suite that does not have optimal coverage. I did not know that the gateway needs to be in "bridge" mode, but it makes sense. I have a custom gateway setup; different private address space on the LAN, have 2.4 and 5g forced to specific channels though I do use a common SSID for both bands. I also have an Apple TimeCapsule (in bridge mode--hence the forces channels to avoid conflicts on both bands) also running for it's backup capability. I might have to turn the radios off on it to get things to work. Hi Mr_Kludge - Please note, in order to use xFi and xFi Pods, your Gateway cannot be in bridge mode.

ComcastKate · ‎05-11-2018

@rrushakoff wrote: Have put in my 6 pods - -they are slowly "adjusting" over the last day or so. I do have ethernet that goes to some of the rooms where there are pods. Plume lets you use the ethernet to connect to router to improve speed. For the xfinity pods is just says not to use when intalling. Can I connect the ethernet once all "installed?" Hi rrushakoff, xFi Pods are currently designed to connect wirelessly to each other and the xFi Gateway, and cannot be connected via Ethernet to each other or the Gateway during or after activation. Support for Ethernet Backhaul functionality is not currently supported.

ComcastKate · ‎02-22-2018

@sr2801 wrote: Hi, additional question, I would like to use the Pods while wired back to the Modem via Ethernet. I’m reading that I cannot setup a Pod if its Ethernet port is connected back to the modem. However, once they are setup, I would like them to be all connected via Ethernet. Is this possible? My assumption here is that wired Pods will be faster than wireless meshed Pods. I know the original Plume Pods can do this but cannot confirm that the XFi versions can. If not, what is the purpose of the Ethernet port? I would really like to take advantage of my hard wired Ethernet ports throughout my house. Thanks for the help. Hi sr2801, xFi Pods are currently designed to connect wirelessly to each other and the xFi Gateway, and cannot be connected via Ethernet to each other or the Gateway during or after activation. Each xFi Pod includes an Ethernet port in case you want to connect a stationary device, such as a printer, directly to the network. Support for Ethernet Backhaul functionality (so that xFi Pods can be connected via Ethernet to the xFi Gateway during or after activation) is on our roadmap but not currently supported.

ComcastKate · ‎02-21-2018

@sr2801 wrote: Hi Comcast folks, I was able to order a 3-pack of Pods this week and should arrive in 2 days, per UPS. My issue is my modem is still on DPC3941_2.7p8s1_PROD_sey and from I’m reading I need an update of the firmware to support my upcoming Pods. For kicks, I rebooted my modem twice, but no change. Can you push out the new firmware to me before I receive the Pods so I can set them up as soon as they arrive? Thanks! Hi sr2801, The firmware update should automatically happen prior to receiving your xFi Pods, but I'm double checking with the teams to make sure it's in process. I will confirm later today. Thanks! ComcastKate

ComcastKate · ‎01-29-2018

wrote: Hello, we bought the pods in Philly this week and are trying to set up them up and it we get the “please try again” when merging the names of the 2 WiFi nets (2.4 and 5). Current firmware is DPC3941_2.8p17s1_PROD_sey Hi Kek215, It sounds like there is an issue with trying to merge the bands during activation. Can you use the xFi mobile app to first combine your bands prior to attempting to activate the xFi Pods? To do so, please visit the Network section, tap on 'Edit WiFi' and choose to use the same WiFi name and password for both bands. Once that edit is made, then try to activate your Pods.

ComcastKate · ‎01-29-2018

wrote: 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. Thank you, Peter. This detail is very helpful. I'll be sharing with the team and I'll direct message you to set up a time to discuss. Your Gateway should have the correct firmware version 2.8p17 and your Pods should be online again. Please let me know if you are continuing to experience any issues. Thank you for your patience.

ComcastKate · ‎01-29-2018

wrote: ComcastKate, 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? Most appreciated, Peter Hi Peter, My apologies for this issue. I am not sure why the firmware version reverted back to 2.7, but I have escalated this issue to our Engineering teams to find out more and to get this fixed for you as quickly as possible. I hope to have an answer later today. You do not need to swap your Gateway. I will revisit the troubleshooting steps the technical teams followed to address this issue as only the Engineering team can push this version of firmware at this time.

ComcastKate · ‎01-02-2018

@bsoldi wrote: tweber64 - don't be too disappointed! We 'lucky' ones are bearing the brunt (and scars) for being the early adopters. This product is not ready even for a limited distribution. No one I have spoken to at Comcast (and there have been many) has had any training on the product and most haven't even heard of it. Nor is there any way to get support. As you can see from these threads, there are many, many problems. Even now, three days into this journey, it doesn't work and I so far have no solid solution in sight other than the possibility that a router firmware upgrade might do the trick. And I'm told that may take 48 hours plus to get someone to actually initiate the upgrade! Oh, and by the way, somehow during the many trials and errors I've lost phone connectivity. Very sloppy product roll-out. Frustrating. Hi bsoldi, I'm very sorry to hear you are experiencing these issues. Your Gateway has the required version for xFi Pods ( DPC3941_2.8p14s1_PROD_sey). If you are still unable to activate your Pods, please let me know and I can assist. Feel free to private message me with the details.

ComcastKate · ‎12-23-2017

@civ4 wrote: I am facing the same problem. I have a Cisco DPC3941T with Gateway Firmware Version DPC3941_2.7p8s1_PROD_sey. I got 3 XFi pods and get the same error "please try again". I tried from multiple phones. I called Comcast and they said level 2 support will call within 24-48 hours. Is there something that can be done before that by somebody on this forum? I am in the Boston market. Hi civ4, We have pushed an update to your Gateway. At your convenience, please reboot your Gateway twice and then try activating your xFi Pods again. The Gateway reboot can be done from xFi by going to the Overview section and scrolling down to Troubleshooting > Restart Your Gateway or by going to the Help section and selecting Restart Your Gateway. Thank you for your patience.

ComcastKate · ‎12-21-2017

@awally wrote: Any idea on an ETA for the Denver market? Hi awally, Thank you for your interest in xFi Pods! I don't have an exact date to share just yet, but we are targeting the first half of 2018. We'll be sure to update this thread with more details as they are available. Thanks!

ComcastKate · ‎12-18-2017

@Anon186362 wrote: 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. Anyone? Hi Anon186362, We looked into the issue and determined the problem you are experiencing is due to the firmware version running on your Cisco Gateway. We have pushed an update to your Gateway and you should now be able to activate your Pods. At your convenience, please reboot your Gateway twice and then try activating your xFi Pods. The Gateway reboot can be done from xFi by going to the Overview section and scrolling down to Troubleshooting > Restart Your Gateway or by going to the Help section and selecting Restart Your Gateway.

ComcastKate · ‎12-18-2017

@Mattygs wrote: I’m still unable to add my xFi Pods. And no devices show up on xFi anymore. I can’t set time restrictions due to this. I also lost all of my settings for my profiles. I am running firmware version DPC3941_2.8p14s1_PROD_sey . I was told that I wouldn’t lose my profiles, which is about 40 devices and took over 2 hours to set up. I need an expert on xFi to contact me and fix this situation. Hi Mattygs, Thanks for your patience and apologies for these issues. An agent should have reached out to you to assist with getting your Pods set up as well as the other xFi issues you are describing. Please let us know if you are still experiencing issues. Thanks!

ComcastKate · ‎12-14-2017

@RobertWy wrote: Is there a link to the technical specs? Hi RobertWy, Technical specifications are available on the purchase site for xFi Pods -- xfinity.com/xfipods. However, since this site is currently limited to customers in select markets (Chicago and Boston), I included the details below. Wireless Dual band, simultaneously operating 2.4GHz and 5GHz 2x2 802.11b/g/n/ac radios Operating bandwidths of 20/40MHz for 2.4GHz and 20/40/80MHz for 5GHz AC1200 Gigabit Wi-Fi (300 + 867 Mbps) Interfaces Gigabit Ethernet Interface Single White Color Status LED Power Internal power supply: 100-240VAC, 50-60Hz, 5W Max

ComcastKate · ‎12-14-2017

@gbgadgets1 wrote: Any idea how the confirmation works for this. I am in the Chicago market, just got the upgraded modem/gateway, and clicked on the page to order a 3pack of the pods. It said the charge would be added to my next bill, which is fine, but I don't see any tracking information or confirmation email, etc regarding the order for the pods. I ordered the upgraded modem/gateway and the pods on the same day. The gateway came quick with text confirmations and ups tracking number/updates, but I haven't heard anything on the pods delivery. Hello gbgadgets1, You should have received a confirmation email. I'll reach out to you via direct message to get some additional details and get this resolved for you. Thanks! Katie

ComcastKate · ‎06-27-2017

@northjack wrote: Okay, I still haven't connected via the web interface, but I can get into the device's internal setup pages (10.0.0.1). I will call support when I can spare an hour or so, probably not for a day or two... In the meantime, is there some limit to the number of devices? I've looked at some discussions on this board, but they seem to be a little old (e.g. 2013, 2015) and I think I read somewhere that this gateway I have (the ARRIS TG1682G) is fairly new. The reason I ask is; I have my laptop, 2 phones, an iPad and one of the Roku's on the faster 5G network, and a few things on the 2.4. My printer WAS connected to the 5G also, but it got disconnected and now will only find the 2.4 when searching access points. A few other devices up also only see the 2.4 network. Even if I manually enter the 5G network name the devices won't find it. Most of those devices are ones I would put on the slower network, but I'm curious as to why they cannot "see" the 5G? Before the storm that blew out my previous setup, I had my own cable modem and a Linksys EA9200 Tri-band wireless and it had no problem handling any combination I threw at it. (I understand that the Comcast Gateway is only dual band, but am I really taxing it beyond it's capabilities?) Thanks, and I hope I'm not asking too many questions. I'm not totally unfamiliar with using this stuff, but using a Comcast gateway is new to me. (I will probably buy a comparable wireless router again at some point, and I understand I will have to "bridge" the modem...but that's later, and will definitely be a call to support!) Jack Hello. Based on the landing page message you mentioned you received when trying to access xFi after activating the Gateway, it sounds like a known issue with the way your account is set up. You have an xFi Gateway so you should be able to use your XFINITY username and password to log in to the web portal and mobile app. I will reach out to the team that can help resolve. Once you have access to xFi, you'll be able to see all of your connected devices and give these devices easy-to-remember nicknames (to answer your earlier post).

ComcastKate · ‎06-27-2017

@jpm621 wrote: I have been with chat support for a while now and i am not getting anywhere with them. My XFI is working but on the app it is showing that my 2 x1 boxes are inactive. How do I get them to be active? Hello. Are your X1 boxes still showing as inactive in xFi? Is this the case even when you are watching live TV using these boxes?

ComcastKate · ‎06-27-2017

@CCguy wrote: XB6 installed today, and my mistake was using xfi app. Now all my port forwarding is in the cloud, the problem is I cant add any more forwards. The website tells me my modem needs firmware and to reset, but that doesnt help, and the app tells me there is a problem and to please try again later. Also, before the debacle of using xfi, I added about 8 or 9 forwards through the mso portal 10.0.0.1 but only 4 show up in the website as active forwards, however the ones that dont show up still work. Very buggy, I want my modem back, and without the ability to use bridge mode - my network has been severely crippled at home. Hello! Are you still experiencing issues with the port forwarding feature of xFi?

ComcastKate · ‎06-05-2017

@mostlymustard wrote: I have been having so much difficulty getting port forwarding working on Xfi. This interface is easy, but the functionality does not work. Even when I am able to get it configured, I am not certain the port forwarding will work 100% of the time. The thing that bothers me most is that about 5 days ago I noticed that 5 ports were forwarded to my PC. I never configured these ports, so I removed the PC from port forwarding. Just tonight, the port forwarding to the PC appeared again. I would like to have control over which ports are forwarded from the internet to my devices at home, but this is not the case. Thanks for the feedback. I've asked the team to look into this issue.

ComcastKate · ‎06-01-2017

@GSwarthout wrote: "Managed devices and Port Forwarding pages are moved to cloud" I understand that this cannot be reversed. However, this is leaving me with an unfixable problem. I had set up blocks on some devices for certain days / times and those blocks are still in place. I can't manage devices through the gateway admin and the Xfi portal / app doesn't seem to know about these blocks. How can I remove them? I've alerted the team of this issue and they will be reaching out to troubleshoot.

ComcastKate · ‎05-31-2017

@JohnsCreek wrote: I received a email informing me of the new xFi service. I followed the links to request the upgrade and noticed my current TEC TC8305C needs to be upgraded to new equipment to enjoy xFi. When I started the request for the upgrade I noticed the new device doesn't include Xfinity Voice, at least the website shows my current device and service it supports (Voice + Data) and the new device is shown with just Data. Is it simply a website problem or this upgrade to xFi leaves Xfinity Voice customers behind? All xFi Gateways ( make and model number Arris 1682G, Cisco 3941T or Arris TG3482G) support XFINITY Voice. I've alerted the team that manages the website to investigate further.

ComcastKate · ‎05-25-2017

@BigKahuna2 wrote: I swapped out my DPC3939 gateway for the Cisco 3941 so that I could start using the xFi app. I have called Comcast 4 or 5 times in the last few days and no one is able to solve my problem. After I launch the app on my phone and enter my wifi info and submit it, about 5 minutes later it keeps telling me that it cannot find my gateway. When I enter the app on my DVR or try to set up xFi online, it keeps telling me that I need to upgrade my equipment. I just swapped the gateway out yesterday - am I supposed to wait for the billing to catch up? Thank you for any suggestions. I've received confirmation that your new Gateway (Cisco 3941) wasn't properly onboarded for xFi. That issue should be resolved now. Could you please try to access xFi again and let us know if you are still experiencing the same issue? Thank you!

ComcastKate · ‎05-25-2017

@UK1 wrote: I downloaded the new Xfi. The network that is indicated as mine is a different name and shows a different password than mine. The network name shown does not show up as an available network. Why is my network not what Xfi is listing? The team found a fix for this issue. Could you please try to sign in to xFi again and let me know if you are still experiencing this same issue? Thank you!

ComcastKate · ‎05-25-2017

@PhilAnderson wrote: I have several questions. I will try not to garble them all together. Today, I began to install xFi, but quickly received a message that I needed to upgrade both my modem and my cable box. 1) First the modem. I have two, one on each of two separate cable lines into my house. I have a retail box (i.e., I own it) Motorola SB6141 in the upstairs room with the cable box and the TV. I have an Arris 1682G downstairs that is wired to my phone and to an ASUS router. A) Can I simply swap the positions of the two routers for the purpose of getting xFi to work? I am aware that the swap may cause other issues with other devices, but I am willing to figure that out later. Will I need to have Comcast zap my boxes again once they are connected, or should they simply work once they are wired and booted? C) Assuming a signal is necessary, what is the best way to do this? Do I need to call the 800 number, or is some easier way? 2) Next, the cable box. The online "Review Equipment" says I need to replace my PA PX013ANM with an X1 TV box. I thought my PA PX013ANM was an X1 TV box. Am I missing something here? Will it be sufficient to simply swap the two modem locations to enable xFi capacity? I can help with your first question. To use xFi, you'll need to use your xFi Gateway (Arris 1682G) as both your modem and WiFi router. If you place your Gateway in Bridge Mode and use a third-party wireless router, the devices connected to your network will not appear in the Devices list of xFi, and you will not be able to manage them on the xFi site or app. Have you tried accessing xFi yet? If your Arris 1682G is activated you should be able to sign in to xfinity.com/myxfi or download the xFi mobile app and begin using the features. I'll continue to research your second question.

ComcastKate · ‎05-24-2017

@7bpc wrote: Will there be a fix for Microsoft Edge? Can you clarify? Are you referring to the WiFi icon that links directly to xFi from the top navigation? If so, we're in the process of updating the xfinity.com top navigation experience and not all customers will see the WiFi icon prior to accessing xFi for the first time. Have you tried accessing xFi directly from xfinity.com/myxfi?

ComcastKate · ‎05-23-2017

@BigKahuna2 wrote: I swapped out my DPC3939 gateway for the Cisco 3941 so that I could start using the xFi app. I have called Comcast 4 or 5 times in the last few days and no one is able to solve my problem. After I launch the app on my phone and enter my wifi info and submit it, about 5 minutes later it keeps telling me that it cannot find my gateway. When I enter the app on my DVR or try to set up xFi online, it keeps telling me that I need to upgrade my equipment. I just swapped the gateway out yesterday - am I supposed to wait for the billing to catch up? Thank you for any suggestions. Once you complete the activation of the new Gateway using the xFi mobile app you should be able to access the xFi experience from the mobile app, online and through X1. The team was working on a fix for this very issue that you experienced. I believe it should be in place within the next day or so. I will follow up and let you know once it is resolved.

ComcastKate · ‎05-23-2017

@mbrandt151 wrote: I have an Arris TG862G modem from Comcast, so I would need to upgrade the device for Xfi. When I tried to order new equipment, a message said that I didn't qualify (or some similar word) for the upgraded equipment. Can you enlighten me about possible reason(s) for this? Is it the market I'm in, which is Savoy, IL, a small village adjacent to Champaign, IL? Is it the bundle I have, HD Complete XF? Something else? I asked the team that handles these types of issues to look into this. I will update you once I hear back.

ComcastKate · ‎05-23-2017

@UK1 wrote: I downloaded the new Xfi. The network that is indicated as mine is a different name and shows a different password than mine. The network name shown does not show up as an available network. Why is my network not what Xfi is listing? I asked the team that handles these types of issues to look into this. I will update you once I hear back.

ComcastKate · ‎05-11-2017

@dlcrouch wrote: will a Plume Wi-Fi pod work now? Yes, you can use Plume pods. However, at this time, they are not integrated with xFi, meaning you can't manage them through the xFi web portal, mobile app or the xFi app on X1.

About ComcastKate

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