Cannot split bands

Thank you for the response. I was able to log into the Admin page and see more details, but it's still not obvious to me how to split the bands. On the admin page I go to "Gateway --> Connection --> Wifi --> Edit 2.4 ghz" but I cannot change anything there, it says to go to the App. But there is no obvious option to do that either on the App. When I go to "edit wifi settings" is just shows the option to "edit the name, password, and security mode." No option to "split bands, not recommended." Many websites and forums say to choose this option, but it does not exist on the Xfinity app. 

Additionally, you mention it needs "firmware 5.62" In the App is says this Gateway firmware is "CGM4981COM_8.2p7s1_PROD_sey" but no option for any time of editing or downloading or upgrades. 

Any other thoughts? 

Just got off the phone with the Tech people. They said it is not possible to split the bands, just FYI. So, I'm giving up. 

@fr41080, Thank you for that update, I appreciate it! I have Xfinity Services myself and have access to this option in the Xfinity App. Do you rent a modem from us? What kind of phone are you using? Is your App up to date?

@XfinityChelseaB , @EG is correct - that is my gateway and firmware info.

@EG - I don't see a way to see the app firmware version, but I just got Xfinity this week and downloaded to app, so I'm assuming its up to date.

Also @EG, just FYI, one of the links you posted above says this - that the advanced wifi settings "CANNOT be managed .... "

• Xfinity Advanced Gateways (XB6 or newer)
  • These gateways have been upgraded with software that manages advanced WiFi settings automatically to help optimize your home network and provide the best performance possible.
  • Some advanced WiFi settings for gateways with this software enhancement are not visible and cannot be managed from the Admin Tool or Xfinity app.

When I called to cancel, the guy said it can be done and asked to try again, despite me telling him that I was on the phone with 45 minutes with one of his colleagues who also couldn't figure it out. They transferred me but I got disconnected. So...I will try to call the support line one more time. 

I just continue to be shocked that this service does not have an easy way for plugs, lights, bulbs, garage door openers, security cameras, door locks.... all REQUIRING 2.4.... to connect to their wifi. I get that it's supposed to be "smart" and connect "to the best band"...but all these devices seem to REQUIRE that the phone and the device both be connected to 2.4 in order to set them up and connect them to Alexa. 

If you have a moment, can you log out of the XFINITY app, delete the app, reinstall, make sure it's updated via your mobile devices app store, then log back in? I double-checked my app to confirm I was able to split bands and I have the option. Give those steps a try and let us know how it goes. 

Ok I was able to see on my computer there IS a way to upload a photo. I unplugged the wifi extender just in case, but I only see the one option in the "edit WiFi settings" part of the app, which I just re-downloaded and signed back in. This is the only option available under "edit wifi settings. As you can see, there is no "split bands - not recommended" option. (I cannot scroll down on this page, this is the only option for "edit wifi settings." 

Thanks for uploading that picture and trying the steps I mentioned before. With the Wi-Fi extender powered down, did you reset your modem? If not, give that a try with the extender still powered off. 

With the wifi extender unplugged / off, I unplugged the modem for 60 seconds, plugged back in...while that was happening I logged out of the Xfinity app, deleted it, and then re-downloaded the app. That didn't work - still no "split bands" option. 

I logged out of the app again, deleted it, and this time did a factory reset on the gateway/modem. So starting fresh, with the re-(again) downloaded app, and the modem/gateway started the beginning - I set everything up again. 

Still, in the "edit wifi settings" - the same result. No option to "split bands - not recommended." 

I've spent about 6 hours on all this now between phone calls, this forum, and internet research. I think it's time to give up. 

You can try checking if the settings are available in the admin tool. But you will need to allow access to the tool first in the app. Steps to take can be found here: https://www.xfinity.com/support/articles/admin-tool-access

Once you log in to the admin tool go into the Wifi settings and check for the split band option there.

Hello - I can log into the admin tool. As you'll see in the first screen shot - it shows the three bands. I click on "edit" for the 2.4 and it goes to the next screen (screenshot shown) which says..."being managed automatically" and "to edit go to the app." But as I have mentioned, the App does not have splitting the bands as an option - despite logging out and deleting the app and starting over, or restarting the gateway/modem to factory settings to start from the beginning. It just not appear to be an option to have the 2.4 band separated - thus impossible to connect many of the smart home devices to the wifi...which requires me to be on my phone on the 2.4 band at the same time as setting up / connecting the devices...which require the 2.4 band.