About ComcastRachelH

As broncoag mentioned --    A recent Android update released to some Samsung devices (most notably the S10) has prevented some users from launching and/or logging into the Xfinity Home app. We apologize for the inconvenience and appreciate your patience as o ur engineers have worked to diagnose and fix these issues.  Our 10.18.4 update addresses these issues.  If you have not already downloaded the latest update, please do so now. ... View more

madthai --  Thanks for reaching out.  Can you please try changing your default web browser to Chrome by performing the following steps & let me know if this resolves the issue for you? 1. Install the Chrome App (if you don't already have it installed) 2. Navigate to Settings > Apps 3. On the top right, click on the three dots 4. Click on Default Apps 5. Change the Browser App > Chrome 6. Launch the Xfinity Home Mobile app ... View more

StillwaterMN -- Thanks for reaching out.  To allow us to better investigate, could you please let us know when you attempted to pair the camera?  A screenshot (or a description) of what you saw when attempting to pair would also be helpful!   ... View more

Thank you for reaching out. We apologize for the inconvenience you experienced Sunday evening.  An issue occurred that prevented some users' access to the Xfinity Home mobile, X1 and web applications. Please rest assured that during that period of time, all home security features were working and homes were protected. The issue has been resolved and we are taking steps to avoid a recurrence of the same issue in the future. ... View more

Thank you for reaching out. We apologize for the inconvenience some of you experienced Sunday evening.  An issue occurred that prevented access to the Xfinity Home mobile, X1 and web applications. Please rest assured that during that period of time, all of your home security features were working and your homes were protected. The issue has been resolved and we are taking steps to avoid a recurrence of the same issue in the future. ... View more

  wjfarrell -  Circling back to see if you have tried relocating the Kitchen Pod?  Can you provide a timestamp retesting if so? ... View more

We don't want to introduce 3 more Pods until we try all troubleshooting with the Pods you currently have - have you tried relocating the Kitchen Pod?  Can you provide a timestamp retesting once you have? ... View more

wjfarrell --  If possible, could you confirm the MAC Addresses of the other devices that you listed (iPad, a Windows 10 laptop and a MacBook Pro)? I can relay your questions.  In the meantime, Engineering is asking that you try relocating that Kitchen Pod closer to the Gateway.  Once you have,  could you try retesting & provide a timestamp -- that way, they'll be able to take a look on our end & provide additional guidance.  ‎ ... View more

fjamar -- Thank you for reaching out -- we are looking into each report individually.   Can you please send me a Private Message & provide the following information? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! Timestamps when you have experienced the dropped calls, including the MAC address of the device you are using, as well as the app you are using at that time --  To get the MAC addresses of the device(s) being used --   1. Go to the Devices section of the Xfinity xFi app. 2. Select a device in the list, and then select Device Details. To get the CM MAC address of your Gateway -- 1. Go to the Network section of the Xfinity xFi app. 2. Select your Gateway in the list, and then select Gateway Details. Additionally, could you please provide details about the wifi calling settings you have set up on your device - are  the wifi calling settings on your device set to go to cell data when disconnected?  Do you only experience this issue on specific devices? ... View more

wjfarrell --  Just circling back with you on the above questions - are you able to provide any additional timestamps of the issue once youretested with the settings changed?  Do you only experience this with the iPhone 6S that you Privated Messaged me about?  Have you ever experienced this using another device?  Do you have any other devices that you could use to test?  (If so, timestamps of when you test would be very helpful.) Additionally, I've continued to work with engineering to look into your account - they are asking they you try and relocate the Kitchen Pod closer to your Gateway and retest.   ... View more

Thanks for retesting - can you provide a timestamp that you tried again with the settings changed? Additionally, do you only experience this with the iPhone 6S that you Privated Messaged me about?  Have you ever experienced this using another device?  Do you have any other devices that you could use to test?  (If so, timestamps of when you test would be very helpful!) ... View more

Can you change the wifi calling settings on your device -- set them to not go to cell data when disconnected?  Once you have changed the setting, can you try again and let us know the results?   ... View more

Jpalm85 -- Thanks for reaching out.  Happy to take a look.  When I pull up your account, I don't see the Pods.  Can you let me know if you're still experiencing this issue?  I can investigate further, but would need you to provide the Serial Numbers of the Pods via a Private Message.   You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

Thanks for reaching out!  We believe this may be related to an issue we recently resolved - can you let us know if you are still experiencing this issue? ... View more

Goku626 -- Thanks for reaching out.  Could you confirm the error message you are seeing?  Can you also send me a Private Message & provide the Serial Numbers of the Pods? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

Looking at the timestamps provided, we can see the iPhone bounce around from Pod to Pod. Can you confirm a few things: - At the timestamps provided, which app were you using? - Were you walking around when you experienced the dropped calls? - Are the wifi calling settings on your device set to go to cell data when disconnected? ... View more

Thanks for reaching out. I apologize for the frustration. I've pulled up your account & would like to share this issue with engineering to troubleshoot. Can you please send me a Private Message & provide some additional details -- Can you provide a timestamp for when the Pods went offline?  Additionally, can you confirm that the Pods are currently plugged in?  Can you also confirm the Serial Numbers of the Pods?  You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

jakobfisher - Thanks for reaching out. I apologize for the frustration. I've pulled up your account & would like to share this issue with engineering to troubleshoot. Can you please send me a Private Message & provide some additional details -- Can you provide any timestamps that the Pods went offline?  Additionally, can you confirm that the Pods are currently plugged in?  Can you also confirm the Serial Numbers of the Pods?  You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

camaverdi -- I pulled up your account & am not seeing any Pods.  It looks like an agent recently directed you to replace the Pods.  I'm happy to help troubleshoot -- can you please let me know if you tried replacing the Pods? ... View more

Jeff4433 -- Thanks for reaching out!  Can you let me know the message you received when trying to onboard the Pods? ... View more

Thanks for reaching out.  I'd like to relay this to the right team for troublsehooting -- Can you try adding the liftmaster again & let us know if you are successful?  If you receive the error again, could you provide the timestamp that you got the error, so we can take a look? ... View more

Kxk243 -- Thanks for reaching out.  I'd like to relay this to engineering so they can take a look.   Can you first confirm that you have FaceID for Arm/Disarm enabled in the Xfinity Home app settings.  You can check this from the Overview screen > Tap More > then tap Settings.  Then check to see if the toggle near "FaceID for Arm/Disarm" is enabled. Can you please send me a Private Message & confirm your account information?  Can you also pllease confirm the username you are using to sign into the XH app?  You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

Jonnywa123 - Thank you for sending the additional detail via PM.  I will respond to you there when I have more information. ... View more

wjfarrell -- Can you provide additional timestamps of when you experienced the dropped calls? ... View more

kellysa111 -- For customers in our Central Division, xFi Advantage does include the XB6 advanced gateway. I was able to pull up your account & see you recently had a chat with an agent who directed you to a local store to swap to the XB6. Please let me know if you were able to swap & if you need further assistance. ... View more

wjfarrell -- Would you be able to retest now & let us know the outcome? ... View more

Happy to assist.  Can you please send me a Private Message & provide the serial numbers of the Pods? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more

wjfarrell --  I apologize for the delay.  I received the information you shared via PM & relayed that with engineering to troubleshoot. I'll reach out when I have more information. ... View more

EstherTheQueen -- Thanks for confirming the message. Have you already tried these troubleshooting steps? Try unplugging the Pod and plugging it back in. Check for a small light on the front of the Pod. If no light turns on when the Pod is first plugged in, please try the following --  Check that your Pod is not plugged in to a power outlet that is connected to a light switch. Do not connect your Pod directly to your xFi Gateway using the Ethernet port on the bottom of the Pod. The Pods connect wirelessly to the xFi Gateway. You will not be able to activate your Pods if one is connected directly to the Gateway. ... View more

Hi Christina320 – Thanks for the additional detail. I apologize for any misunderstandings, but want to clarify that xFi Pods create a mesh WiFi network that extends both the 2.4 and 5 GHz bands. Part of the Pod activation process is to give both bands the same name and password. xFi Pods do not "default" to the 2.4 GHz band and there would be no need to force anything to connect to the 5GHz. With both bands using the same name and password, the gateway will sort out & connect your devices to the network that will provide the best WiFi signal at any given time. Each time I've pulled up your account to take a look, I'm seeing devices connected to your Pods via the 5GHz band. You can check this as well at any time using the xFi app. Navigate to the Devices section > Tap a device > Device Details > from there you can see Connection Type & Connection Point. Were you able to try repositioning any of the Pods? It looks like they could possibly benefit from being moved a bit closer to the gateway to provide them a better signal. ... View more

Thanks for reaching out. Can you please send me a Private Message & provide the Serial Numbers of the Pods? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks!  ... View more

Tomorrow2019 -- Thanks for reaching out. Can you please send me a Private Message & provide the Serial Numbers of the Pods? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! ... View more