About ComcastRachelH

ComcastRachelH · ‎12-14-2018

Sarrazen - Please let me know if you're able to reposition the Pods.

ComcastRachelH · ‎12-13-2018

Sarrazen -- Can you please try repositioning the Pods? Your first Pod needs to be placed with at least one room separating it from your compatible xFi Gateway (within approximately 20 to 30 feet). Then, your remaining Pods should be plugged into outlets throughout your home, evenly spaced from each other and the Gateway to ensure even coverage.

ComcastRachelH · ‎12-12-2018

WW18 - Thanks for reaching out. Wondering if you can clarify a bit. Are you looking to give another user access to the Xfinity Home mobile app, but you don't want them to have access to arm/disarm, change lights/thermostat, etc.?

ComcastRachelH · ‎12-12-2018

joey12volt - Thanks for the additional information. I've relayed that to engineering. They've been able to reproduce the issue on their end & are working on a fix.

ComcastRachelH · ‎12-11-2018

ren1pa - I apologize for the frustration. 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. Thanks! Rachel

ComcastRachelH · ‎12-11-2018

mritucci718 -- Pods are designed to work in sets to extend WiFi coverage. Your first Pod needs to be placed with at least one room separating it from your compatible xFi Gateway (within approximately 20 to 30 feet). Then, your remaining Pods should be plugged into outlets throughout your home, evenly spaced from each other and the Gateway to ensure even coverage. T hese guidelines vary depending on the size of your home, the placement of your Gateway and the home construction materials used.

ComcastRachelH · ‎12-07-2018

Thanks for the additional detail. Have you experienced the duplicate texts during an Alarm in Progress event?

ComcastRachelH · ‎12-07-2018

seatlelars -- Thanks for reaching out. Can you confirm that you are able to log into your Nest account and control the thermostat from the Nest app? If you are able to do so, please try clearing your Xfinity Home app data. You can also try removing & reconnecting your Nest account to the Xfinity Home app. https://www.xfinity.com/support/articles/disconnecting-works-with-xfinity-home-device https://www.xfinity.com/support/articles/connect-nest-thermostat-xfinity-home Please let me know if these steps resolve the issue.

ComcastRachelH · ‎12-07-2018

joey12volt - Can you confirm if the duplicate messages are text messages or push notifications? Thanks!

ComcastRachelH · ‎12-06-2018

Willie10 - Can you please try the cameras again?

ComcastRachelH · ‎12-05-2018

VGR300Z - Thanks for taking the time to let me know. Please reach out if you need any further assistance.

ComcastRachelH · ‎12-05-2018

Marty11224 - I was able to pull up your account & it looks like all your Pods are online. Can you please let me know if you need any further troubleshooting help?

ComcastRachelH · ‎12-05-2018

SCOTTHILLEARY - I apologize for the frustration. I reached out to the team & they let me know they were able to reach you and get the order placed. Please let me know if you need any further assistance.

ComcastRachelH · ‎12-05-2018

rebstrick1 - Let me pull up your account & take a look at what's happening with your Pods! Can you also send me a Private Message & provide me with the Serial Numbers of the Pods as well as any more detail about any error messages you are seeing. You can send me a Private Message by clicking on my username and then the blue "Send me a Message" button on my profile page. Thanks! Rachel

ComcastRachelH · ‎12-05-2018

VGR300Z - I was able to pull up your account & it looks like all your Pods are online. Can you please let me know if you need any further troubleshooting help?

ComcastRachelH · ‎12-05-2018

AngLala - Thanks for reaching out. To pull up your account, I need some more 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

ComcastRachelH · ‎12-05-2018

101081 -- Thanks for reaching out. I'll 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

ComcastRachelH · ‎11-30-2018

iseiler - Thank you for taking the time to let me know! jimslmor - I need some more 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.

ComcastRachelH · ‎11-30-2018

Tophius - Pods are not intended to provide the maximum speed of your Internet speed tier throughout your home. For example, if you have a speed tier that provides download speeds up to 200 Mbps, Pods will not provide that speed throughout your home. Rather, Pods will allow you to connect in areas where you could not previously connect to your in-home WiFi. In order to help extend your WiFi connection, Pods need to communicate or connect wirelessly to the xFi Gateway and, depending on their location, they may "hop" through other Pods on their path to get there. The number of "hops" the Pod needs to make to the Gateway will impact the speed. Regardless of whether you are using Pods, your Internet speed is limited to your speed tier, and Pods will not increase that speed. In addition, a number of other factors affect Internet speed, including your connection type (Ethernet vs. WiFi), the number of devices in use, the age of your device, site traffic, content provider server capacity and internal network factors.

ComcastRachelH · ‎11-30-2018

Tophius -- Pods may be a good option for you! Pods require one WiFi network name and password (i.e., you cannot have a separate WiFi network name and password for your 2.4 and 5 GHz radio bands). Your network still has both the 2.4 GHz and 5 GHz radio bands. This allows your Gateway to sort out the best connection at any given time for your devices. When you activate xFi Pods, you will be prompted to update your settings to reflect the above if your bands are not already configured that way.

ComcastRachelH · ‎11-29-2018

Aphextwin002 -- I pulled up your account & it looks like you recently onboarded the Pods. When you first onboard the Pods, your home WiFi network will optimize over the next few days. I'd like to check back with you tomorrow & see if anything improves. That said, can you let me know if this is happening with all the Pods or one in particular?

ComcastRachelH · ‎11-29-2018

jimslmor & iseiler - Thank you for reaching out. I've pulled up both of your accounts & shared them with engineering to include in their troubleshooting.

ComcastRachelH · ‎11-29-2018

Sarrazen -- Thanks for reaching out. I apologize for the frustration. I've pulled up your account & shared with engineering to troubleshoot. I think it's possible you don't need that appointment. I'll reach out when I have more information. Can you please try repositioning the Pods? Your first Pod needs to be placed with at least one room separating it from your compatible xFi Gateway (within approximately 20 to 30 feet). Then, your remaining Pods should be plugged into outlets throughout your home, evenly spaced from each other and the Gateway to ensure even coverage.

ComcastRachelH · ‎11-29-2018

KEELER_STEVEN - Pods help extend the range of WiFi coverage in your home to hard-to-reach areas, or areas with poor WiFi signals. They are not intended to provide the maximum speed of your Internet speed tier throughout your home. I've responded to your other post, where you provided more detail regarding the placement of your Gateway & Pods.

ComcastRachelH · ‎11-29-2018

KEELER_STEVEN - Before purchasing any more Pods, you should consider the placement of both your gateway and the Pods you currently have. Pods are designed to work in sets to help ensure that WiFi coverage is extended to every corner of your home. Although some homes may only have one area with poor WiFi coverage (also known as a "dead spot"), simply installing a Pod in that area will most likely not address your coverage issues. Your gateway should be placed in the most central location in your home. Your first Pod needs to be placed with at least one room separating it from your compatible xFi Gateway (within approximately 20 to 30 feet). Then, your remaining Pods should be plugged into outlets throughout your home, evenly spaced from each other and the Gateway to ensure even coverage.

ComcastRachelH · ‎11-27-2018

Thanks for reaching out. I apologize for the frustration. I've pulled up your account & shared with engineering to troubleshoot. I'll reach out when I have more information.

ComcastRachelH · ‎11-27-2018

Willie10 - Thanks for the additional detail - I've relayed this information to engineering. I'll let you know when I have more information.

ComcastRachelH · ‎11-26-2018

Willie10 -- Thanks for reaching out. Can you take a look at your cameras and let me know what color the LED is and if it's on or blinking? Thanks, Rachel

ComcastRachelH · ‎11-26-2018

webbdane - I apologize for the service you were provided -- The team I directed you to should have been able to process an order for you via phone. I will follow up with them to see what happened. mhotz001 – I apologize for the frustration. Are you trying to order Pods? If so, which error are you receiving? ComcastMorgan – Thanks for chiming in. You’re right – if a customer with a compatible device is still unable to purchase Pods online, it may be due to certain account issues/limitations.

ComcastRachelH · ‎11-26-2018

Thanks for reaching out. To pull up your account, I need some more 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

ComcastRachelH · ‎11-20-2018

SCOTTHILLEARY - This thread is about issues ordering xFi Pods - it looks like you are trying to access an offer for an iPad. I've reached out to the appropriate team who should be in touch with you directly to resolve.

ComcastRachelH · ‎11-15-2018

hbwone -- Thanks for reaching out and sharing your experience. Cynned77 -- I pulled up your account & see 3 Pods online. Are you still experiencing this issue?

ComcastRachelH · ‎11-14-2018

Pete03 - Thanks for reaching out. Looks like you now have an Xfinity xFi Gateway. xFi Gateways are 'dual band,' meaning that they broadcast two separate radio bands for their WiFi network - a 2.4 GHz band and a 5 GHz band. Historically, you were encouraged to use a different WiFi name and password for each band. You then had to choose which band your devices should connect to. Knowing which would provide the best connection and performance was guesswork. That’s now changed. With the advanced intelligence of xFi Gateways, using the same name and password for the 2.4 GHz and 5 GHz bands allows the Gateway to sort out which one will provide a better connection at any given time. You will still have both bands and all the associated functionality, channels and range. However, by using the same WiFi name and password for both, devices will connect seamlessly to the most optimal band at any given time. This is called 'band steering.' If you have an xFi Gateway (Arris 1682G, Cisco 3941T, Arris 3482G, Technicolor CGM4140COM, or Arris X5001) you should now use the same WiFi name and password for both your 2.4 GHz and 5 GHz bands, so you can take advantage of this seamless connection to the best network.

ComcastRachelH · ‎11-13-2018

SCOTTHILLEARY -- Thanks for reaching out. This thread is about issues tryin to order set of our xFi Pods. Is that what you're having trouble with?

ComcastRachelH · ‎11-12-2018

bmerch - Thanks for reaching out. I pulled up your account & see an open ticket for this issue. It looks like you're already working with an agent to troubleshoot. If you need further assistance with this issue, please let me know!

ComcastRachelH · ‎11-09-2018

jdk1029 -- Thanks for the additional information! If you already had good coverage in the office, you likely didn't need a Pod to help extend your range to that area of your home. In order to help extend your WiFi connection, Pods need to communicate or connect wirelessly to the xFi Gateway and, depending on their location, they may "hop" through other Pods on their path to get there. The number of "hops" the Pod needs to make to the Gateway will impact the speed.

ComcastRachelH · ‎11-09-2018

Pudd1 - Thanks for reaching out. To pull up your account, I need some more 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

ComcastRachelH · ‎11-09-2018

dbutlerjr - Thanks for reaching out. To investigate further, I need some more information from you. Can you please send me a Private Message and provide the mac addresses of the iPad and iPhone experiencing this issue? You can send me a Private Message by clicking on my username and then on the blue "Send a Message" button on my profile page. Thanks! Rachel

ComcastRachelH · ‎11-09-2018

crazywildzebra - 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

ComcastRachelH · ‎11-08-2018

dbutlerjr - Happy to pull up your account & troubleshoot. Wondering if it's possible for you to disconnect the iPhone & iPad that were connecting to the 2.4 & reconnect to see if that helps?

ComcastRachelH · ‎11-08-2018

jdk1029 -- Thanks for reaching out & sharing your experience! It sounds like adjusting the placement of the Pods gave you the coverage you needed in the upstairs bedrooms. For the basement, where you already had good coverage, it's possible you didn't need to place a Pod in that location. Keep in mind, Pods help extend the range of WiFi coverage in your home to hard-to-reach areas, or areas with poor WiFi signals. They are not intended to provide the maximum speed of your Internet speed tier throughout your home. Additionally, any devices connecting to a Pod may not receive the same speed as a device that connects directly to the Gateway. Happy to take a closer look if you'd like to troubleshoot placement further.

ComcastRachelH · ‎11-08-2018

stricklandjulia - Thanks for reaching out. I've already shared your information with engineering, who believes what you're experiencing is related to an issue we're already aware of. We're working on a fix that will be included in an upcoming app release.

ComcastRachelH · ‎11-07-2018

MOnothappy - Happy to help troubleshoot with you, but a little confused about what you're experiencing. Could you provide any more detail? I know you mentioned the Comcast account not being in your name - did you purchase Pods to link to that account? Are you already using the xFi app?

ComcastRachelH · ‎11-07-2018

gcto1 - Thanks for taking the time to let us know! Glad to hear the Pods are now working.

ComcastRachelH · ‎11-05-2018

Justinw8 - The update is taking longer than anticipated to roll out. We will provide an update when the issue has been resolved.

ComcastRachelH · ‎11-05-2018

webbdane - Let me try that again!

ComcastRachelH · ‎11-05-2018

webbdane - Thanks for providing the error message. 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. Thanks! Rachel

ComcastRachelH · ‎11-01-2018

Hi all -- We experienced an issue on our end, that should now be resolved. Could you please let me know if you are still experiencing issues with your Pods?

ComcastRachelH · ‎11-01-2018

voodoomurphy -- The update is taking longer than anticipated to roll out and will not be available for several weeks. We will provide an update when the issue has been resolved.

ComcastRachelH · ‎10-30-2018

Thanks for reaching out & I apologize for the frustration. I'm happy to help troubleshoot or provide more info about returns or exchanges. Pods require that you only have one WiFi network name and password. Your network still has both the 2.4 GHz and 5 GHz radio bands, but now your Gateway will sort out the best connection at any given time for your devices. Keep in mind, you may need to reconnect devices to your WiFi name and password, if they were previously connected to a name designated for a single radio band. 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 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.