Visitor
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15 Messages
xpods offline
I have spent hours upon hours working with "live" agents to bring my xpods online. They have all told me that they will resolve the issue. More often than not, I am disconnected after having been told everything should be working once they reset my modem. I can't believe how frustrating this is. I have one account with two Xfinity addresses and have had no success connecting my xpods at either address working with multiple agents. Using the Xfinity app, the xpods are identified and then will not come online. They are listed under wifi equipment--offline. You would think after seeing how many hours I have spent on this issue, there would be someone who could resolve what looks to be some sort of programming issue or replace the xpods with ones that are programmed to work. I just can't spend any more frustrating hours without resolution. I have even been told by an Xfinity associate to buy a different extender at Best Buy, which I probably will now have to do. I truly hope no one else has to go through this aggravating unsuccessful process.
XfinityAlyssaA
Official Employee
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2.2K Messages
1 month ago
Good evening @user_xoofpk, and thank you for reaching out on our Forums with your xFi pod concerns, we appreciate it. We're happy to troubleshoot your pod issues further. To confirm, have you attempted any troubleshooting steps yet besides restarting the modem? What is the status of the light on the pods? May I also ask how long you have had them?
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BruceW
Gold Problem Solver
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26.7K Messages
1 month ago
You need to send a message first, then they will reply.
To send the requested information in a private Direct Message ("DM") to Xfinity Support from any forums.xfinity.com page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging
• On the DM page click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. Go ahead and select it. But if a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. If that happens, go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_xoofpk
Visitor
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15 Messages
27 days ago
So, it is now a week later. After figuring out how to use the direct messaging feature, I have interacted with multiple level 1 techs, level 2 techs, a tech sent to my home to check all the equipment from the street and through the house, and now it has been forwarded up to engineering. Lots of very nice people trying to rectify the problem, but still no success. Hard to believe when using all Xfinity equipment, it doesn't work, and no one has figured out why. I promised I wouldn't spend any more hours upon hours trying to resolve this, but I have. Pretty much at my wits end.
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user_xoofpk
Visitor
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15 Messages
22 days ago
Another week with no communication and no resolution. Two weeks since I first posted and at least 5-6 weeks dealing with this issue.
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