Community Forum
turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for
since
03-23-2015
08-21-2018
ComcastRachelH
Official Employee
1758
Posts
115
Kudos
52
Solutions
08-21-2018
11:08 AM
Pabcapecod -- Can you please confirm the Gateway model you are using?
... View more
08-20-2018
02:57 PM
Johngiano -- I can pull up your account & take a look. Can you provide a little more detail? Are you trying to onboard new Pods or did you previously have the Pods onboarded successfully? Have you recently rebooted your Gateway?
... View more
08-20-2018
02:33 PM
Pabcapecod -- Thanks for reaching out. I pulled up your account & shared with engineering to troubleshoot.
... View more
08-20-2018
11:33 AM
1 Kudo
annnn -- I've pulled up your account to have engineering take a look.
... View more
08-20-2018
10:38 AM
RobertWy -- This information is in our xFi FAQs --
https://www.xfinity.com/support/articles/xfinity-xfi-faqs
... View more
08-17-2018
04:06 PM
1 Kudo
MFS1975 -- We've confirmed with engineering that the feature is working as intended with respect to those devices. The pause function does not block connectivity to devices on a local network (i.e., a network printer). It only prevents external connections (i.e., browsing, streaming).
... View more
08-17-2018
02:40 PM
Daverikerjr - Let me pull up your account & take a look. Can you provide a little more detail around when the Pods are going offline and online? Did you recently reboot your gateway?
... View more
08-17-2018
02:32 PM
Cgolston -- I apologize for the frustration. I'm continuing to work with engineering on a resolution for the issue you are experiencing.
... View more
08-16-2018
04:12 PM
Lynn1322 - Can you please try updating the app?
... View more
08-16-2018
04:05 PM
Cgolston - Can you try updating the app?
... View more
08-16-2018
04:04 PM
Cgolston - Can you try updating the app?
... View more
08-16-2018
04:02 PM
Dimit -- Can you try updating the app?
... View more
08-16-2018
03:51 PM
brianjyun -- I pulled up your account. Are you still experiencing this issue?
... View more
08-16-2018
03:18 PM
erferris72 - I've pulled up your account to have engineering take a look.
... View more
08-15-2018
03:48 PM
1 Kudo
Newport34 -- You're getting the Netflix error when trying to place an order for Pods? Let me send you a Private Message with more information.
... View more
08-15-2018
07:52 AM
ndahlem1960 -- We recently released an update that we believe will help. Can you let me know if you're still experiencing this issue?
... View more
08-15-2018
07:50 AM
nmanicka -- Can you please let me know if you're still experiencing this issue?
... View more
08-14-2018
12:04 PM
nmanicka -- Thanks for reaching out. We're aware of this issue & working on a fix. I will provide an update when available.
... View more
08-13-2018
02:53 PM
Sasw554 -- Thanks for reaching out. I pulled up your account & see your Pods online. Are you still experiencing issues with the way your devices appear in xFi?
Rachel
... View more
08-10-2018
04:12 PM
Hi sussertown -- Can you please let us know if you're still experiencing this issue?
... View more
08-10-2018
03:54 PM
teajaymoose -- We made a change on our end -- can you try again and let me know if you are successful? Rachel
... View more
08-09-2018
11:28 AM
Chevygirl95 -- We ask that users post to our forums so that we can pull up their accounts and troubleshoot with them directly. 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
... View more
08-09-2018
10:25 AM
MFS1975 -- I've escalated to engineering to take a look. I'll let you know when I have more info.
... View more
08-09-2018
08:28 AM
Freddy6 -- I pulled up your account & see successful app activity on my end. Are you still experiencing an issue?
... View more
08-09-2018
08:17 AM
sabramowich - To onboard the replacement Pod, you go through the same activation flow that you used when onboarding your first two Pods. You can follow the steps here --
https://www.xfinity.com/support/articles/activate-xfi-pod-with-xfi-app
JeffZ2 - A ll Pods come with a 30-day money back guarantee and a one-year hardware warranty. Learn more about the xFi Pod Limited 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.
... View more
08-08-2018
03:10 PM
MFS1975 --
When you try to pause one of the devices, what do you experience? Are you receiving an error from the app? How does the device appear in the app once paused?
... View more
08-08-2018
02:02 PM
2 Kudos
teajaymoose -- You can try the steps that Banjaker provided, but we believe the issue is a setting on your gateway that we need to enable on our end. We don't believe the issue to be with the Pods themselves. I've escalated to engineering to take a look. Rachel
... View more
08-08-2018
09:09 AM
MFS1975 -- I was able to pull up your account -- happy to look into this for you. Pausing a device blocks it from accessing the Internet when connected to your home network. In-progress activity might not stop immediately. Access to local network devices (like printers) and connections that use cellular data or other WiFi networks won't be paused. Can you clarify what you're trying to accomplish by pausing these devices?
... View more
08-06-2018
01:40 PM
Thanks for the additional information. RobertWy -- Do you have a family member who may be using xFi to toggle the Protected Browsing setting? Remember, any Unrestricted Secondary user can log in to xFi & make changes. Dsimmons72 -- 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
... View more
08-06-2018
01:12 PM
Also, just a note -- once you have Pods, you should be using xFi to update your wifi name & password.
... View more
08-06-2018
01:12 PM
caplett -- I pulled up your account and see your Gateway & Pods online as well as your bands combined. Are you still experiencing an issue?
... View more
08-06-2018
10:47 AM
Aask5728 -- Are you getting an error when trying to onboard the Pods?
... View more
08-06-2018
08:37 AM
banjaker -- I've already escalated this to engineering as I think we need to make a change on our end. I'll let you know when I have an update.
... View more
08-03-2018
12:41 PM
AdamTet - Thanks! Can you try onboarding & let me know if you get the same error screen? Screenshots would be helpful.
... View more
08-03-2018
12:00 PM
AdamTet - Are you seeing an error screen when trying to onboard the Pods?
... View more
08-03-2018
11:28 AM
wishingforglass -- We're looking into the issue you mentioned about live chat. Do you know what URL you were using?
... View more
08-03-2018
09:45 AM
RobertWy --
To clarify, Protected Browsing is an opt-in service -- you must enable it using the Xfinity xFi app. Are you saying you had this enabled & it is no longer on?
... View more
08-03-2018
09:43 AM
sabramowich -- I apologize for the delay. It looks like there had been an error with issuing the replacement Pod. I've already escalated this to the right folks to help.
... View more
08-03-2018
09:28 AM
AdamTet -- Can you please provide a little more detail about what you are experiencing? Are you trying to onboard Pods? Are you getting an error?
... View more
08-03-2018
08:51 AM
Dsimmons72 -- Thanks for reaching out. 1. Are you accessing xFi from the mobile app or the web? 2. When you navigate to Network > Protected Browsing & clicking to toggle the feature off, are you receiving an error? 3. Can you please try to toggle the feature off & share a screenshot with me via Private Message? (You can send me a PM by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button on my profile page.) 4. Are you trying to access your emails using a mobile phone or a computer, using an app or a webpage?
... View more
08-02-2018
12:02 PM
Babbyc1007 -- 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
... View more
08-02-2018
08:46 AM
holidaysatsea – Can you confirm your Pods are plugged in at this time and also let us know the last time you tried onboarding the Pods?
onetessie2 – Can you confirm your Pods are plugged in at this time and also let us know the last time you tried onboarding the Pods? How many Pods do you currently have that you are trying to onboard? Can you also please provide the serial numbers of those Pods via Private Message? You can do so by clicking on my name ("ComcastRachelH") & then on the blue "Send a Message" button on my profile page. gagnietom – Can you please try onboarding your Pods & let me know if you are successful? DKC58 – I apologize for the frustration. Let me pull up your account & take a look at what’s happening. Can you please clarify some details? Are you getting an error message when trying to onboard the Pods? How many Pods do you currently have that you are trying to onboard? Can you also please provide the serial numbers of those Pods via Private Message? You can do so by clicking on my name ("ComcastRachelH") & then on the blue "Send a Message" button on my profile page.
... View more
08-01-2018
04:47 PM
2 Kudos
mandyem81 -- I'm reaching out to some folks to see if we can help.
... View more
08-01-2018
12:21 PM
Shelley76 -- Just want to clarify some details with you -- When you say, "I am on my second set of pods and still can’t get connected," -- do you mean you currently have 6 Pods? Or you had a 3 Pack & replaced those Pods with another 3 Pack? Are the Pods currently plugged in? Can you provide the serial numbers of the Pods you currently have?
Can you please send the serial numbers to me via Private Message. You can do so by clicking on my name ("ComcastRachelH") & then on the blue "Send a Message" button on my profile page.
Thanks!
... View more
Latest Tags
No tags yet
