I finally got a phone call from Tier 3. My pods are working again. Here's what we did to fix the pods problem:
1. Unplug the gateway power. Wait 20 seconds.
2. Using a small tool (paperclip, jeweler's screwdriver, icepick), push and hold the tiny recessed reset button in the top back of the gateway. Plug the power back in while holding the reset button in for 15 seconds. Get another person to help if you can, since this takes some juggling skill if you're alone.
3. Repeat steps 1 and 2 again. THIS IS ESSENTIAL.
4. Run the xFi app on a phone and follow directions. It will look like a new set of pods are being installed and named.
I believe my issues started when one of my neighbors in the same building but in a different apartment was having some problem with his gateway device. Apparently, Comcast pushed the image meant for his gateway to mine. My gateway then showed the neighbors' ssid and wifi password when I checked in the 10.0.0.1 GUI. I manually set the ssid and wifi password back to what I wanted them to be in my LAN. That did not fix my pods issue at the time, so I called Support and got a ticket opened. Now, two weeks later, all appears to be well again. The critical step was to do the factory reset button actions a second time.
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