2 Messages
XH2-TC touchscreen lost wi-fi connection after XB8 gateway upgrade
After upgrading from an XB7 to an XB8 gateway, the security touchscreen lost its wi-fi connection and I haven't been able to restore it. I've tried restarting the touchscreen several times, including taking out the battery in the process, and that had no effect. Changing from WPA3 to WPA2 didn't help either (that was something we did for printer connectivity but I'd hoped it might help with this too).
The instructions for pointing the touchscreen to a new gateway (https://www.xfinity.com/support/articles/connect-xh-wireless-gateway) looked promising, but I hit a roadblock after step 4 because the Connectivity menu under Advanced Settings doesn't include an option to "Connect to New Gateway Now." I only have the options for "Test Connectivity" and "Wi-Fi & Cellular Signal Strength," and those just show that the cell signal is fine but there is no wi-fi connection.
Attempted to chat with the AI Assistant but started to lose the will to live LOL so I'm hoping for better luck here. Any suggestions? I did also ask about the issue at our local store and they weren't aware of any fundamental compatibility problem, but we didn't discuss it at any length since I was there for equipment return. Thanks,
Frank
XfinityMartyR
Official Employee
•
3.7K Messages
4 days ago
The Wi‑Fi name (SSID) or password changed during activation.
The touchscreen was connected to the gateway's private Xfinity Home network and did not successfully migrate to the new gateway.
The XB8 security settings are preventing the touchscreen from reconnecting.
The touchscreen firmware is outdated.
Try these steps, if you haven't already:
On the touchscreen, look for a Wi‑Fi connection alert.
Tap Go to Wi‑Fi Settings.
Enter your 4-digit touchscreen keypad code.
Select your home Wi‑Fi network.
Enter the Wi‑Fi password and reconnect.
If you don't see the alert:
Swipe up on the touchscreen.
Tap Settings (gear icon).
Enter your keypad code.
Go to Advanced Settings > Connectivity.
Run Test Connectivity. If it fails, reboot the touchscreen from Advanced Settings > Reboot Touchscreen.
If it still won't connect
A technician may need to:
Re-pair the touchscreen to the gateway.
Verify the Xfinity Home SSID configuration on the XB8.
Check touchscreen firmware and update if necessary.
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