About ComcastRachelH

ComcastRachelH · ‎02-18-2019

brianmglass -- Thanks for reaching out & providing additional detail via Private Message. I will respond to you there.

ComcastRachelH · ‎02-15-2019

If you have recently activated your Pods, your home WiFi network will optimized over the next few days. That said, it’s possible your Pods may not be in the most optimal location. 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. These guidelines vary depending on the size of your home, the placement of your Gateway and the home construction materials used.

ComcastRachelH · ‎02-15-2019

jkollander95 - Thanks for reaching out. I pulled up your account & see that xFi Advantage isn't available in your area at this time. Also, to clarify - xFi Advantage includes a Home WiFi assessment where customers will have their in-home WiFi performance assessed for fourteen days. If it is determined that the wifi performance is not optimal, customers may receive xFi pods. I believe the agent you spoke to was referring to xFi Advanced Security. You can read more about that here.

ComcastRachelH · ‎02-15-2019

Hi imortlco - I made a change on my end. Can you try onboarding the Pod now?

ComcastRachelH · ‎02-14-2019

KDEmert - 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 · ‎02-13-2019

OrHome - Thanks for reaching out. I pulled up your account & see a ticket for this was already opened on your behalf. Engineering is already looking into this issue & I can let you know when a fix is available.

ComcastRachelH · ‎02-13-2019

Shimpisan -- Thanks for reaching out! I see you've sent me a Private Message about this issue & I've already responded to you there. Thanks! Rachel

ComcastRachelH · ‎02-13-2019

Sutkaitis21 -- Thanks for reaching out. Can you please send me a Private Message & provide the Serial Numbers of the Pods you are trying to onboard? 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 · ‎02-13-2019

jtman53 - Thank you for taking the time to reach out & share your experience. I apologize for the frustration. In regards to the location of your Gateway – it should be placed in the most central location of your home, making sure it is at least a couple of feet off of the floor and not blocked by furniture. From your post, it sounds like you now have it in a good location! I do want to clarify that while 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 the Gateway will sort out the best connection at any given time for your devices. That said, it sounds like you didn't need the Pods. I've reached out to the right team to help - someone will contact you via phone to assist you with the return. Please feel free to reach out to me if you have any other questions.

ComcastRachelH · ‎02-12-2019

Malpitts -- What screen do you see in the app when navigating through these steps? Select More on the bottom right of your screen. Select Xfinity Device under Add a Device. Select xFi Pods. Additionally, would you be able to send me a Private Message & provide the Serial Numbers for the three 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 · ‎02-12-2019

Malpitts -- Can you try activating the Pods using the steps provided in the link above? Select More on the bottom right of your screen. Select Xfinity Device under Add a Device. Select xFi Pods. Tap Get Started to begin activating your xFi Pods!

ComcastRachelH · ‎02-12-2019

HiJvalle0926 -- Can you please send me a Private Message & provide 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. Thanks!

ComcastRachelH · ‎02-11-2019

Donnalawrence10 - Can you please try creating the rule again now?

ComcastRachelH · ‎02-11-2019

Badjenkins -- I saw you reach out on another thread about the same issue. Can you please send me a Private Message & provide 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. Thanks!

ComcastRachelH · ‎02-11-2019

Badjenkins -- Thanks for reaching out & I apologize for the frustration. Can you please send me a Private Message & provide 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. Thanks!

ComcastRachelH · ‎02-11-2019

MRSPIEGEL -- Engineering made a change on our end & it looks like your Pods are now connected. Can you please let us know if you are still experiencing an issue?

ComcastRachelH · ‎02-11-2019

Q-HRV - Thanks for reaching out! Can you also send me a Private Message, providing me with the Serial Numbers of the Pods as well as confirming the error message 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.

ComcastRachelH · ‎02-11-2019

Camncar - Thanks for reaching out. 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. webbdane - My apologies again that we weren't able to help you via phone. I've provided feedback to that team.

ComcastRachelH · ‎02-08-2019

Donnalawrence10 - Thanks for reaching out. I've shared your account with engineering who will take a look at what's happening.

ComcastRachelH · ‎02-06-2019

SJones7 -- Thank you for reaching out & I apologize for the frustration. We're aware of this issue & working on a fix. I will let you know when I have more information.

ComcastRachelH · ‎02-05-2019

MRSPIEGEL -- 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 · ‎02-05-2019

serviceman77 -- Glad to hear it. Please don't hesitate to reach out if you need anything in the future.

ComcastRachelH · ‎02-04-2019

serviceman77 -- Made a change on our end - can you check now?

ComcastRachelH · ‎02-04-2019

serviceman77 -- Let me take a look!

ComcastRachelH · ‎02-04-2019

Dalydavis -- Thanks for reaching out. Can you clarify the message you receive when trying to order the Pods?

ComcastRachelH · ‎02-01-2019

serviceman77 -- I apologize for the delay. Engineering was able to troubleshoot & we're seeing the Pods online from our end. Please let me know if you need any additional help. jacktrude -- Thank you for the additional information. When I pull up your account, I see the Pods online. Are you still experiencing this issue?

ComcastRachelH · ‎01-30-2019

Philbes -- xFi Pods create a mesh WiFi network in your home & 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. If your guests are Xfinity Internet customers, using Xfinity WiFi Home Hotspot may be an option. You can read more details at the following link -- https://www.xfinity.com/support/articles/help-guests-get-online

ComcastRachelH · ‎01-29-2019

jacktrude -- Thanks for reaching out. Can you please send me a Private Message & provide the phone number or email address associated with your account? You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! serviceman77 -- I apologize for the frustration. I was able to pull up your account & see the Pods offline. I've shared with engineering to troubleshoot & can reach out when I have more information.

ComcastRachelH · ‎01-29-2019

Hi Bwardrip -- I'm happy to take a look into this for you! Could you please send me a Private Message & provide a little more detail? Are you trying to remove the Pods from your account so you can gift them, etc? I'll also need the Serial Numbers of the Pods you're trying to onboard. You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile. Thanks! Rachel

ComcastRachelH · ‎01-29-2019

David425 - Thanks for reaching out. Unfortunately Pod activation requires a supported mobile operating system. Getting started with Xfinity xFi provides more details.

ComcastRachelH · ‎01-23-2019

Wolverine1968 -- Thanks for reaching out. I apologize for the frustration. Are you continuing to experience the same issue? I know you mentioned trying moving some of the Pods, can you provide some more detail about how the Pods are located? 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 · ‎01-23-2019

NanaAB & Mia74 -- Thanks for reaching out. Can you both please send me a Private Message, confirming the error message you are receiving & providing 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 · ‎01-22-2019

Kellipg -- Thanks for reaching out. I received your Private Message about this issue & will respond to you there.

ComcastRachelH · ‎01-22-2019

Panozguy -- Thanks for reaching out. I apologize for the frustration. I've pulled up your account & shared with engineering to troubleshoot. They will have someone reach out to you directly to troubleshoot. JayL2 -- When I pull up your account, I'm seeing two Gateways. I need some additional information from you via 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 · ‎01-18-2019

Steebo -- Can you provide any more detail? Are you experiencing any issues with the Pods? Is it only one Pod that blinks?

ComcastRachelH · ‎01-18-2019

joey12volt - I will reach out for an update. Do you have a timestamp the recent duplicate texts?

ComcastRachelH · ‎01-17-2019

Khagan -- 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 · ‎01-17-2019

ahleamarie - I believe this may be due to an account issue. 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 · ‎01-16-2019

lrez57 & pgillard99 -- I apologize for your frustration and would like to help troubleshoot the issues you all are reporting. There are multiple factors that can be impacting your experience and we ask for details like MAC addresses and timestamps via Private Message so we can investigate what's happening on an individual account level. If you can provide these details, I can work with engineering to investigate.

ComcastRachelH · ‎01-16-2019

Vam0923 -- Thanks for reaching out. When the Pod is first plugged in, the light should flash - this means the Pod has power. Once the Pod is activated, the Pod's light should stop flashing and remain off.

ComcastRachelH · ‎01-15-2019

Thanks for reaching out. I have received your Private Message about this issue & have responded to you there.

ComcastRachelH · ‎01-15-2019

TorD - I'd like to investigate the issue you're experiencing. 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. 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.

ComcastRachelH · ‎01-14-2019

jmaiher - Thanks for reaching out. When I pull up your account, it looks like all of your Pods are in good health & that devices are connecting via the Pods. Previous to you having the Pods and the Netgear Extenders, did you experience coverage issues in your home?

ComcastRachelH · ‎01-14-2019

Willischris01 - Responded to you via your other comment. I'm happy to help you onboard the Pods.

ComcastRachelH · ‎01-14-2019

panakkals & Willischris01 - Thank you both for reaching out. Can you please send me a Private Message & provide the Serial Numbers of the Pods you are trying to onboard? 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 · ‎01-14-2019

jlanvsp -- 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!

ComcastRachelH · ‎01-11-2019

lrez57 -- Thank you for the CM MAC of the Gateway, I've responded to your PM.

ComcastRachelH · ‎01-11-2019

lrez57 -- To get the MAC addresses of the iPhones -- 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.

ComcastRachelH · ‎01-11-2019

ELMAZO - Thanks for reaching out & I apologize for the frustration. I've pulled up your account & see the Pods online. Please let me know if you're still experiencing any issues.

ComcastRachelH · ‎01-10-2019

gailscot - Happy to help! 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