07-20-2018
04:16 PM
aronowstein -- Thanks for the additional information. When Pods are working, the lights should be off. Please test & let me know if the issue is resolved.
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07-20-2018
03:22 PM
1 Kudo
aronowstein -- I pulled up your account & am escalating to engineering.
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07-20-2018
02:48 PM
roxonline -- Happy to take a look at your account. Would you be able to Private Message me with the serial number of the Pod you are trying to onboard?
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07-20-2018
02:22 PM
phogenson -- Got the message. Glad we were able to get the issue resolved for you!
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07-20-2018
01:59 PM
Stephevangel -- We made a change on our end. Can you please try to onboard the Pods now?
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07-20-2018
01:39 PM
MrPeabodyMINI -- I apologize for the frustration. I've pulled up your account & shared with engineering to troubleshoot.
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07-20-2018
01:13 PM
Tonytopcat - Thanks for reaching out. I pulled up your account & see Pods successfully connected. Are you still experiencing this issue?
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07-20-2018
10:57 AM
1 Kudo
JJK68, skimmer747, Stephevangel, turn314 -- Thanks for reaching out. I've pulled up your accounts & shared with engineering to troubleshoot.
daduck56 -- Thanks for the additional information. I'll get your updates to engineering.
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07-20-2018
08:51 AM
anjul56 -- Sorry for the inconvenience & that we couldn't get these working for you in time. Please don't hesitate to reach out if you need anything in the future.
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07-20-2018
08:41 AM
2 Kudos
dkeeling - I pulled up your account & escalated to engineering. I'll reach out when I have more information. phogenson - I believe you're seeing that message in error & will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.
Thanks!
Rachel
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07-19-2018
03:27 PM
1 Kudo
Glenn -- We did make a change on our end. Glad to hear they're connected. Please don't hesitate to reach out if you need help in the future.
Rachel
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07-19-2018
03:18 PM
Stout410 -- Can you please check on your Pods & let me know if they are now connected? Thanks!
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07-19-2018
02:44 PM
Dee70 --
I'm working with engineering to troubleshoot, but need additional information from you. I have sent you a private message. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.
Thanks!
Rachel
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07-19-2018
12:50 PM
bethyo08 -- I was able to pull up your account & I do see that some devices are connecting successfully via your Pods. Since it sounds like you recently onboarded the Pods, I'd like to ask that you give your network some time to optimize. If you're still experiencing issues with devices connecting, I can dig in some more & provide some suggestions on Pod placement.
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07-19-2018
10:53 AM
Halleaux -- I've already shared your account information with engineering, who are actively looking into what's happening with your Pods. We did recently experience a brief service interruption that impacted xFi Pods activation and connectivity for some customers. We're working to see if what you're experiencing is related. I can provide an update when available.
In regards to returning the Pods, here's what you need to know! All Pods come with a 30-day money back guarantee and a one-year hardware warranty. If you want to return or exchange the Pods that you purchased at an Xfinity Store, please return the Pods to the store along with the receipt for a full credit or exchange.
If you want to return or exchange the Pods that you purchased online, you have two options. For returns, you can visit an Xfinity Store or visit a UPS Store (No prepaid label is required - just head to a UPS Store and they will handle the rest.) For exchanges, please visit a store or give us a call at 1-800-xfinity.
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07-19-2018
10:20 AM
1 Kudo
Stout410 -- I escalated your account to have engineering troubleshoot. They're still looking into the issue.
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07-19-2018
10:11 AM
CraigH1 - Thanks for the additional information. When I pulled up your account, I do see that some devices are connecting successfully via your Pods. Since it sounds like you recently onboarded the Pods, I want to echo what Esophoria said & ask that you give your network some time to optimize. I'd like to check back with you tomorrow & see if anything improves.
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07-19-2018
09:14 AM
Albwise -- Thanks for the update! I'll wait to hear back from you!
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07-19-2018
09:05 AM
jeffh999 -- Thanks for reaching out. We recently experienced a brief service interruption that impacted xFi Pods activation and connectivity for some customers . As soon as the issue was detected, our engineering teams worked to resolve the problem. I pulled up your account & see the Pods online -- please Private Message me if you experience any other issues! Albwise -- I was able to pull up your account & am looking into what you're experiencing. Can you please let me know if you have the second & third Pods plugged in?
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07-19-2018
08:50 AM
anjul56 -- Pulling up your account to take a look as well.
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07-19-2018
08:37 AM
Daduck56 -- Pulling up your account to investigate, will PM you with more information. Hi CraigH1 -- Trying to understand your setup. Can you clarify? Pods should not be connected via ethernet to the Gateway. Be sure to plug your Pods into active electrical outlets. Do not connect your Pods directly to your xFi Gateway using the Ethernet port on the bottom of the Pod. The Pods connect wirelessly to the xFi Gateway.
Rachel
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07-18-2018
03:47 PM
Asmelks -- We recently experienced a brief service interruption that impacted xFi Pods activation and connectivity for some customers . As soon as the issue was detected, our engineering teams worked to resolve the problem. We apologize for the inconvenience and are exploring improvements to better proactively message .
I pulled up your account & see the Pods online -- please Private Message me if you experience any other issues!
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07-18-2018
02:40 PM
On Wednesday evening, July 18, we experienced a brief service interruption that impacted xFi Pods activation and connectivity for some customers . As soon as the issue was detected, our engineering teams worked to resolve the problem. We apologize for the inconvenience and are exploring improvements to better proactively message .
I pulled up your account & see the Pods online -- please Private Message me if you experience any other issues!
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07-18-2018
02:37 PM
Halleaux --
Thanks for reaching out. We recently experienced some issues with Pods that line up with the time frames you reference in your post.
I'm happy to take a closer look at your account & see what might be happening here.
Rachel
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07-18-2018
01:59 PM
1 Kudo
ShaneG & all -- Thank you all for your patience. I'm working through all the accounts from this thread & see that a majority of the accounts now have Pods connected successfully.
Stout410 -- I was able to pull up your account & am seeing the Pods not connected. I will take a closer look at what's happening and escalate if necessary.
MichaelF1 -- I am working with our engineering team for an update. (I will reply to your PM also.)
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07-18-2018
11:35 AM
1 Kudo
On Wednesday evening, July 18, we experienced a brief service interruption that impacted xFi Pods activation and connectivity for some customers . As soon as the issue was detected, our engineering teams worked to resolve the problem. We apologize for the inconvenience and are exploring improvements to better proactively message . Please continue to reach out to me on this thread or via Private Message for help with activation or if you experience any connectivity issues with your Pods.
Dee70 -- I already have pulled up your account & escalated to our engineering team to investigate. Thanks!
Rachel
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07-18-2018
08:23 AM
Dkay928 --
Thanks for reaching out. We recently updated the look of our Xfinity Home App icon to a blue and white design. Here's a support article that outlines how to download out mobile apps --- https://www.xfinity.com/support/articles/download-xfinity-home-security-iphone-app
If you're still experiencing this issue, could you please provide a little more detail so I can troubleshoot further?
Thanks! Rachel
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07-17-2018
03:56 PM
2 Kudos
This past Friday evening 7/13, and Saturday 7/14, we experienced a temporary service interruption that impacted activation of xFi Pods. The issue should no longer be impacting customers. If you continue to experience any issues, please reach out to me on this thread or via Private Message.
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07-17-2018
03:55 PM
This past Friday evening 7/13, and Saturday 7/14, we experienced a temporary service interruption that impacted activation of xFi Pods. The issue should no longer be impacting customers. If you continue to experience any issues, please reach out to me on this thread or via Private Message.
amp10 -- I've pulled up your account to begin digging into the issue you're experiencing. Could you please let me know what type of error you received & when you attempted to onboard the Pods?
Thanks! Rachel
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07-17-2018
10:25 AM
MichaelF1 --
Thanks. I'd like to get this escalated to our engineering team. I will private message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.
Rachel
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07-16-2018
10:54 AM
Mleap, MichaelF1 --
I responded to you on your other threads. Could you please try to onboard the Pods & let me know if you are successful?
Thanks! Rachel
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07-16-2018
10:52 AM
Mleap --
This past Friday evening 7/13, and Saturday 7/14, we experienced a temporary service interruption that impacted activation of xFi Pods. The issue should no longer be impacting customers.
It's possible what you experienced was related to this issue. Could you please try onboarding the Pods & let me know if you are successful?
Thanks!
Rachel
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07-16-2018
10:48 AM
MichaelF1 -- Of course. I'm still working with our teams to get an update.
In the meantime, can you both please try to onboard the Pods & let me know if you are successful?
Thanks!
Rachel
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07-16-2018
09:57 AM
Tristaofam --
I was able to pull up your account & see three Pods connected successfully. Are you still experiencing this issue?
Rachel
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07-16-2018
08:37 AM
JJBC2002 --
Thanks for reaching out & I apologize for the frustration. I've pulled up your account to share with engineering to troubleshoot. I will post when I have additional information.
Rachel
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07-16-2018
08:23 AM
MichaelF1 & Aeralie --
Happy to help look into this issue for you. I have pulled up your accounts to share with engineering for troubleshooting. I will reach back out when I have more information.
Thanks!
Rachel
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07-16-2018
08:20 AM
1 Kudo
Mleap, MichaelF1 --
Thanks for reaching out & I apologize for the frustration. I've pulled up your accounts to share with engineering to troubleshoot. I will post when I have additional information.
ShaneG, shaunm82, skidog20, & fourhorses --
It sounds like you have your Pods connected & working. If you still need further assistance, please let me know & I can look into any issues you might be experiencing.
Rachel
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07-13-2018
04:40 PM
Diablocain --
Thanks so much for taking the time to let me know. Glad we were able to get this resolved for you!
Rachel
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07-13-2018
09:26 AM
2 Kudos
Rj63 -- Thanks for reaching out! Like you mentioned -- For the best experience with xFi Pods, the 2.4 and 5.0 GHz bands should be combined and broadcasted under one network name so that your xFi Gateway and Pods can create a Mesh network. This Mesh network helps optimize your home network by continuously monitoring network traffic to optimize coverage for all of your devices. It can detect and immediately reassign devices to the strongest connection point - Pod or Gateway - as well as determine how best to connect - 2.4 or 5.0 GHz. If you've just added xFi Pods, it may take a bit of time for your network to optimize. I'm happy to take a closer look if you still experience issues with the speakers. Rachel
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07-12-2018
02:34 PM
1 Kudo
Diablocain --
Looks like you may have a scene enabled that stops your camera from recording each morning. The article linked below details how to edit the scene. Please let me know if this resolves the issue.
https://www.xfinity.com/support/articles/change-delete-scenes-app
Rachel
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07-11-2018
11:29 AM
rydog2582 --
When I pull up your account, I see 3 Pods are online. Are you still experiencing this issue?
Rachel
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07-11-2018
08:54 AM
1 Kudo
rydog2582 --
I pulled up your account & am looking into the issue you're experiencing. I'll reach out when I have more information.
Rachel
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07-06-2018
03:33 PM
Diablocain --
Thanks for reaching out. I was able to pull up your account & escalate to engineering to troubleshoot. I will reach out when I have more information.
Rachel
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07-06-2018
02:00 PM
2 Kudos
Sedeski2 --
I was able to confirm that your order processed correctly. I see that an email with tracking information was sent to you. Please let me know if you have any other questions.
Rachel
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07-06-2018
08:28 AM
Thecompass8 --
I pulled up your account and will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.
Thanks!
Rachel
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07-06-2018
08:26 AM
Raimone -
Thanks for reaching out. I was able to pull up your account & see successful app activity since you posted. Are you still experiencing any issues with the Xfinity Home app? Thanks!
Rachel
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07-06-2018
08:19 AM
Mkoz --
Thanks for taking the time to post. I pulled up your account and will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.
Thanks!
Rachel
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