About ComcastRachelH

ComcastRachelH · ‎08-02-2019

Thank you both for reaching out. I've pulled up your accounts & shared with engineering. Joejohnso1 - Could you please delete and re-install the app on all of your devices? Once you've done so, can you let me know if this resolves the issue? Lazon2 - We believe the issue you're experiencing is different than the original issue on this thread & are still investigating.

ComcastRachelH · ‎07-29-2019

Hi Jenny9519 -- Responded to your PM with some additional questions.

ComcastRachelH · ‎07-23-2019

Jenny9519 -- Thanks for reaching out. Can you please send me a Private Message & confirm the username you are using to sign in ? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Also curious if you are able to log in successfully to home.xfinity.com. Thanks!

ComcastRachelH · ‎07-10-2019

Briandavidbaker -- Thanks for reaching out. Unfortunately, since the Zen Thermostat requires the use of the touchscreen - it is only an option for customers who have Xfinity Home Secure. Internet Customers who use the Xfinity Home Mobile app for Cameras & Works with Devices cannot link Zen Thermostats in the app.

ComcastRachelH · ‎05-23-2019

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.

ComcastRachelH · ‎05-23-2019

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.

ComcastRachelH · ‎05-21-2019

Broncoag -- Can you confirm you went through the following steps? Settings > Apps & Notifications > Advanced Settings > Default Apps > Browser App > Chrome

ComcastRachelH · ‎05-21-2019

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

ComcastRachelH · ‎05-20-2019

dnsather -- 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

ComcastRachelH · ‎05-13-2019

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!

ComcastRachelH · ‎05-06-2019

Thank you for reaching out. We apologize for the inconvenience. An issue occurred that prevented access to the Xfinity Home mobile, X1 and web applications for some users. Please rest assured that during that period of time, 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.

ComcastRachelH · ‎05-06-2019

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.

ComcastRachelH · ‎05-06-2019

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.

ComcastRachelH · ‎05-04-2019

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

ComcastRachelH · ‎04-30-2019

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?

ComcastRachelH · ‎04-24-2019

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. ‎

ComcastRachelH · ‎04-23-2019

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?

ComcastRachelH · ‎04-23-2019

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.

ComcastRachelH · ‎04-11-2019

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!)

ComcastRachelH · ‎04-10-2019

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?

ComcastRachelH · ‎04-08-2019

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!

ComcastRachelH · ‎04-08-2019

MsDanyLynn - Got your Private Message & will respond to you there.

ComcastRachelH · ‎04-05-2019

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?

ComcastRachelH · ‎04-04-2019

scotts3020 -- Not a problem -- 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. From there, you can reply to me with the Serial Numbers of the Pods and I can take a look. Thanks! Rachel

ComcastRachelH · ‎04-03-2019

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!

ComcastRachelH · ‎04-03-2019

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?

ComcastRachelH · ‎04-01-2019

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!

ComcastRachelH · ‎04-01-2019

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!

ComcastRachelH · ‎04-01-2019

sullivnq -- Thanks for reaching out. I see you have already sent me a Private Message & I will respond to you there.

ComcastRachelH · ‎03-29-2019

Landynm - Checked in on your account again & I'm seeing the Pods online. I'm going to remove the SNs of your Pods from your original post to protect your privacy. Please create a new thread if you need any additional assistance.

ComcastRachelH · ‎03-29-2019

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?

ComcastRachelH · ‎03-29-2019

Rosenserg - Thanks for reaching out. I was able to pull up your account & am seeing one Pod online. Can you provide any additional detail? Did you try onboarding the other two Pods? Are you getting an error message when trying to onboard? Any timestamps you can provide would be helpful for troubleshooting.

ComcastRachelH · ‎03-29-2019

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

ComcastRachelH · ‎03-28-2019

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?

ComcastRachelH · ‎03-28-2019

JohnS52 -- No. Once devices join your home WiFi network, they will automatically connect to the best WiFi access point, whether that is your Gateway or Pods. In a WiFi mesh network, the best connection point for a device may not always be the one that's closest to it. Pods communicate with each other and the Gateway to monitor the number of devices connected in the home, their location, and the type of WiFi connection that each device needs. This ensures that your device is operating with the best signal.

ComcastRachelH · ‎03-27-2019

xFi Advantage is a new offer for Xfinity Internet customers who want more performance, security, and value out of their WiFi network. It includes: The latest internet equipment technology with our xFi Advanced Gateway; Added protection for WiFi-enabled devices with xFi Advanced Security; and Whole-home WiFi coverage assurance with a Home WiFi Assessment. Customers can see if this offer is available in their market using the following URL -- https://www.xfinity.com/learn/offers

ComcastRachelH · ‎03-27-2019

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!

ComcastRachelH · ‎03-27-2019

trueraycer -- I can help - 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!

ComcastRachelH · ‎03-25-2019

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

ComcastRachelH · ‎03-25-2019

Mattjwagner, SMB51 & jrh6 -- Thank you for reaching out. If you have not already, can you please send me a Private Message & confirm the wording of the message you are receiving as well as the Serial Numbers of the Pods you are trying to activate? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Once you can confirm those additional details, I can take a closer look. Thanks!

ComcastRachelH · ‎03-25-2019

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

ComcastRachelH · ‎03-25-2019

Ih8tdirectv -- Thanks for reaching out. Can you please send me a Private Message & provide a little more detail as well as the Serial Numbers of the Pods you puchased? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks!

ComcastRachelH · ‎03-25-2019

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.

ComcastRachelH · ‎03-22-2019

TEEJAY113 - Thanks for reaching out. I pulledd up your account to take a look. Did either you or the tech try rebooting the gateway?

ComcastRachelH · ‎03-22-2019

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

ComcastRachelH · ‎03-22-2019

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!

ComcastRachelH · ‎03-21-2019

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.

ComcastRachelH · ‎03-21-2019

Landynm - Thanks for reaching out. I've pulled up your account and don't see the Pods on my end. Can you please provide a little more detail about the issue you're experiencing? Are you trying to activate the Pods for the first time? Are you receiving an error message?

ComcastRachelH · ‎03-18-2019

jljimene12 -- Thanks for taking the time to reach out & we appreciate your interest. We don't have any additional details about support for ethernet backhaul at this time.

ComcastRachelH · ‎03-18-2019

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.