Visitor

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3 Messages

Tuesday, June 16th, 2026 1:29 AM

Accessing my gateway with an older computer

I have a Toshiba Satellite C855 S5347 laptop that for some reason can no longer access my gateway. About five years ago, this laptop worked just fine with this same gateway. However, two unfortunate events appear to have happened on your side. First, the gateway's admin tool is no longer accessible directly from a browser (http://10.0.0.1). One must install the new Xfinity app in order to enable the admin tool. Interestingly, the app cannot be installed on devices that do not have Android 12 also installed. In the past, you provided a web page which could be used to access the admin tool. This has since been removed as well. After scouring through my collection of Android devices, I did manage to finally find one that had Android 14 and installed the app.

Second, I surmised that the Toshiba problem had something to do with the combined signal (2.4G + 5.0G) and this proved to be true. I then used the app to separate the two frequencies into two distinct networks, but the Toshiba still could not see the 2.4G network as hoped. I later learned that the Wireless Mode could also be a blocking source. I enabled the admin tool and found the Mode parameter for the 2.4G network. Unfortunately, the Mode parameter was locked on ax and even though presented as a selection this value could not be changed to drop ax. The Toshiba does not support ax but does support n. The article I read said that valid choices for Mode were Toward ax and 802.11 b/g/n. Evidently, no longer true.

Please restore the Mode parameter's choices.

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Official Employee

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2.9K Messages

9 days ago

Thank you for reaching out to our team. I can share that feedback with the proper team for you. 

Visitor

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3 Messages

I have since noted that EVERY PARAMETER in the admin tool is locked. Why? I have called customer service. I have been to the local Xfinity store 2-3 times. No one has answers. I need to talk to someone who knows what the heck is going on and how to fix it.   

Official Employee

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2.9K Messages

We are able to do a bit more research for you. I will just need to grab some modem specific details in our direct message thread. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "Start New Conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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Visitor

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3 Messages

6 days ago

Please advise when I may expect a call.

(edited)

Expert

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118.7K Messages

4 days ago

@user_okvn9d @XfinityTommy 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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