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user_zwv257
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5 Messages

Friday, September 20th, 2024 2:51 AM

Wifi channel jumps back

Every time I try to change wifi 2.4 channel in the app it stubbornly switches back to channel 1 after 20 to 30 seconds (channel actually switches for a bit, I can see it in a network tool). Looks and feels like a bug. Please help - Channel 1 is super congested and near useless. Assistant feature in the app is hopelessly limited to address this issue and refuses to pass messages to text support.

Thank you.

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2 months ago

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ElQueue

Visitor

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6 Messages

2 months ago

I have to agree that the xFi gateway's automatic channel system is terrible at it. Most of the time it will end up on the most or nearly most congested channel.

I hope you find your solution.

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XfinityMarcos

Official Employee

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1.9K Messages

2 months ago

Hello user_zwv257, that would be pretty annoying to constantly see changed back after you've updated the Wi-Fi channel. To confirm, are you following the steps outlined in this Walkthrough? Are you using your own modem or a Xfinity gateway? 

 

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user_zwv257

5 Messages

@XfinityMarcos​ this is happening on an original Xfinity equipment, and I have tried every option to make the channel change including the walk-through. The gateway responds to change channel request but the channel snaps back to 1 within the next 30 seconds.

Notably when I try the "automatic" option, the channel remains at 1 even though it is the most congested one and my cell phone based wifi tool can see/quantify the congestion easily.

This is a bug. Thank you for your attention to the problem.

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2 months ago

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XfinityThomasB

Official Employee

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1.5K Messages

Hmm, have you attempted to restore the device back to factory settings? user_zwv257

I am thinking that might be a solid option, we can also ship out a replacement device and give that a shot. Thank you so much for hanging in here with us through this process. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_zwv257

5 Messages

Thank you

Reset to factory settings did not accomplish the desired outcome (tried it before posting).

Please feel free to escalate for replacement...

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2 months ago

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XfinityThomasB

Official Employee

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1.5K Messages

Appreciate you walking through these troubleshooting steps! user_zwv257, we would be happy to help get you the replacement in motion. 

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 "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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EG

Expert

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107.1K Messages

2 months ago

@user_zwv257 

In case you don't know, here's how to hard reset the device to factory defaults.  Depress and hold in the recessed reset button on the rear (or use the WPS button if it doesn't have a reset button hole) for 30 seconds. As an FYI, you will lose any customized settings, and they will need to be re-configured from scratch.

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user_zwv257

5 Messages

@EG​ thank you. I tried that and it made no difference.

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2 months ago

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EG

Expert

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107.1K Messages

2 months ago

@user_zwv257 

You're welcome ! Good luck to you !

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user_zwv257

5 Messages

Contacted support directly. Will see what happens next.

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2 months ago

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