About ComcastRachelH

ComcastRachelH · ‎10-16-2018

johngeiss -- I'll relay the message to engineering. mkoehl035 - Glad to hear it.

ComcastRachelH · ‎10-16-2018

BernieGiam - Thanks for reaching out. I apologize for the frustration. I've pulled up your account to take a look. Could you provide a little more context -- Which Pods do you have trouble connecting to?

ComcastRachelH · ‎10-16-2018

Toolmanweed -- Reaching out again to see if your Pods are all plugged in?

ComcastRachelH · ‎10-15-2018

Dalewarren59 -- Can you confirm all Pods are plugged in? Danfalkowski -- I was able to pull up your account to take a look. I'm seeing the Pods online -- are you still experiencing this issue?

ComcastRachelH · ‎10-15-2018

Toolmanweed -- Can you confirm all the Pods are plugged in?

ComcastRachelH · ‎10-12-2018

grg1948 - Thanks for reaching out. I apologize for the frustration. I've pulled up your account to take a look. Could you provide a little more context -- which Pods are close to the gateway? Which Pods did you have trouble connecting to?

ComcastRachelH · ‎10-10-2018

Thanks for taking the time to provide an update. Glad to hear it!

ComcastRachelH · ‎10-10-2018

Toolmanweed -- 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 · ‎10-10-2018

Dalewarren59 - Thanks for reaching out. I pulled up your account & would like to share with engineering to troubleshoot. They should be able to troubleshoot the issue and get the Pod working.

ComcastRachelH · ‎10-10-2018

mattaman - We're seeing the devices connected. Can you explain where you're seeing them offline?

ComcastRachelH · ‎10-10-2018

mkoehl035 -- Let me check with engineering. johngeiss -- We're seeing the Pods connected on our end - can you confirm if they're connected & working for you?

ComcastRachelH · ‎10-09-2018

pssdowff -- Are you getting this message when trying to purchase xFi Pods?

ComcastRachelH · ‎10-08-2018

MikeG-Acton -- Happy to take a look at your account & what is going on with your Pods. 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 · ‎10-08-2018

Shay215 -- Could you please try again now?

ComcastRachelH · ‎10-05-2018

Shay215 & Jonsfc -- Thanks for reaching out & I apologize for the frustration. I have already pulled up your accounts & shared with engineering to troubleshoot. I'll reach out when I have more information.

ComcastRachelH · ‎10-05-2018

Adam856 -- Wanted to check in again with you. We released an updated version of the app which we think may also help.

ComcastRachelH · ‎10-04-2018

mattaman -- Can you clarify what ethernet connected devices you're referring to?

ComcastRachelH · ‎10-04-2018

JCHaynes2 -- Can you please try onboarding the Pods now?

ComcastRachelH · ‎10-04-2018

peddyr -- Thanks for reaching out & I apologize that you didn't get this answer via our phone support. 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.

ComcastRachelH · ‎10-03-2018

mrfox4137 -- 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 · ‎10-03-2018

IIB -- Thanks for reaching out & I apologize for the frustration. We're aware of this issue and already actively working on a fix. I will provide an update when available.

ComcastRachelH · ‎10-03-2018

Jonsfc -- Reaching out again to see if you're still experiencing this issue.

ComcastRachelH · ‎10-03-2018

KC-Schu -- Thanks so much for taking the time to provide us some feedback. I'll pass this along.

ComcastRachelH · ‎10-03-2018

KC-Schu -- Thanks so much for taking the time to provide us some feedback. I'll pass this along.

ComcastRachelH · ‎10-02-2018

mkoehl035 -- Thanks for the update and for keeping those Pods plugged in! johngeiss -- Do you mind doing the same as mkoehl035 & plugging your Pods in?

ComcastRachelH · ‎10-02-2018

RobertWy -- This user is asking about something else. :) Chicago7 -- xFi Pods are currently designed to connect wirelessly to each other and the xFi Gateway, and cannot be connected via Ethernet to each other or the Gateway during or after activation. Each xFi Pod includes an Ethernet port in case you want to connect a stationary device, such as a printer, directly to the network. Support for Ethernet Backhaul functionality (so that xFi Pods can be connected via Ethernet to the xFi Gateway during or after activation) is on our roadmap but not currently supported.

ComcastRachelH · ‎10-02-2018

mkoehl035 & johngeiss -- Thank you both for reaching out. I was able to pull up your accounts and share with engineering. I'll let you know when I have an update!

ComcastRachelH · ‎09-28-2018

Wardman -- Do you have your heos speakers connected via ethernet? Are you only experiencing issues with specific speakers?

ComcastRachelH · ‎09-28-2018

Pogmothon -- Thanks for reaching out. I pulled up your account & see Pods online. I also see you recently were in touch with us via phone. Can you please let me know if you're still experiencing an issue?

ComcastRachelH · ‎09-28-2018

mslend -- I pulled up your account & see Pods connected. Are you still experiencing this issue?

ComcastRachelH · ‎09-28-2018

mattaman -- Thanks so much for your patience. We made a change on our end that should make the Pods show up for you in xFi. We believe the devices that were not showing up on the network were devices connecting via the Pods. Can you take a look in xFi and let me know if everything is displaying as expected?

ComcastRachelH · ‎09-28-2018

Parker_1023 -- Circling back to see if you're still experiencing this issue. From our end, we see the Pods connected.

ComcastRachelH · ‎09-27-2018

Tracey2018 -- Thanks for reaching out & I apologize for the frustration. We're aware of this issue and already actively working on a fix. I will provide an update when available.

ComcastRachelH · ‎09-27-2018

Jonsfc -- Thanks for reaching out. I shared your account with engineering and we're seeing successful activity on our end. Are you still experiencing this issue?

ComcastRachelH · ‎09-27-2018

voodoomurphy -- To get a full refund, you'll need to return your Pods within 30 days. If you purchased your Pods at an Xfinity Store, you must return them to the store along with the receipt. If you purchased your Pods online, you can either return them to an Xfinity Store or take them to a UPS Store. (No prepaid label is required - just head to a UPS Store and they will handle the rest.)

ComcastRachelH · ‎09-27-2018

Williedenis -- Yes! The following xFi Gateways are compatible with Pods - Arris 1682G, Cisco 3941T, Arris 3482G, and Technicolor CGM4140COM.

ComcastRachelH · ‎09-26-2018

A number of factors can impact WiFi speeds when using Pods. 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 · ‎09-26-2018

Hey CurlyCooper -- Thanks so much for reaching out. I was able to pull up your account and share with engineering. We believe you're seeing this because the device isn't connecting to working internet. They were able to reproduce the issue on their end and are working on including a fix which will be included in an upcoming release.

ComcastRachelH · ‎09-26-2018

Marseglia2510 -- Happy to help, please reach out if you have any other questions!

ComcastRachelH · ‎09-26-2018

Wardman -- Thanks for reaching out! Curious how long you've had the Pods and have they always behaved this way, or is this something new you're experiencing?

ComcastRachelH · ‎09-26-2018

mattaman -- Thanks so much for your cooperation. We were able to confirm that there are no hardware issues with the Pods -- we were able to see the Pod connected to the Gateway and one other Pod come online. So no need to exchange to a new set. Can you disconnect the Pod from ethernet/the Gateway and plug it back in now?

ComcastRachelH · ‎09-26-2018

voodoomurphy -- I apologize for the frustration. We believe the fix will take another month.

ComcastRachelH · ‎09-26-2018

Thanks for reaching out. We checked with our engineers, who confirmed that the vulnerabilities you've documented are unrelated. PHP, OpenSSH and Apache HTTP Server are not run on xFi Pods.

ComcastRachelH · ‎09-25-2018

mattaman -- Thanks for the update. We'd like to troubleshoot further with these Pods. Can you confirm the lighting status of the Pods? There is a very small LED located on the front of the Pod. When the Pod is first plugged in, the light should flash indicating the Pod has power. Once activated the Pod light should stop flashing and remain off. Could you please let me know what you experienced? Additionally, could you please try to plug a Pod into the Gateway via Ethernet and let us know so we can check something on our end? Please note -- we're only asking you to do this so we can perform a troubleshooting step on our end. For your normal setup, you should NOT connect your Pods directly to your xFi Gateway using the Ethernet port on the bottom of the Pod.

ComcastRachelH · ‎09-24-2018

Hi MyMo -- Thanks for letting me know. I believe they just need to make a change on our end to correct the issue, but I'll need confirmation from engineering. I'll be your point of contact. Rachel

ComcastRachelH · ‎09-24-2018

Hi MyMo -- Thanks for reaching out. I apologize for the frustration. I've pulled up your account & think this needs to go to our engineering group to troubleshoot. I'll reach out when I have more information. Rachel

ComcastRachelH · ‎09-24-2018

Hi MyMo -- Thanks for reaching out. I apologize for the frustration. I've pulled up your account & think this needs to go to our engineering group to troubleshoot. I'll reach out when I have more information. Rachel

ComcastRachelH · ‎09-24-2018

Marseglia2510 -- Thanks for reaching out. If you rent an xFi Gateway but are using your own wireless router for WiFi connectivity, you will need to stop using your router and begin using the xFi Gateway as your WiFi source for your Pods to work. A number of factors can impact WiFi speeds when using Pods. 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 · ‎09-24-2018

mattaman -- Wanted to circle back and see if you were able to try onboarding the Pods again?

ComcastRachelH · ‎09-21-2018

afuller81 -- Thanks for reaching out. 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