Visitor
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4 Messages
Wifi Pro Extender not connecting to my gateway
Ive set it up 15ft away from the gateway, in a window, the activation ends in error each time. Chat customer care repeats the same steps and we get disconnected each time. Ive replaced the extender and the modem. Equipment should not be the issue. What steps can be taken to get past the error? I feel like at this point it may be an issue with the heirarchy on the equipment on my account. I recently moved and removed cable boxes from my account. One was showing not returned for a while. Is this causing the issue? Please help!
XfinityJustinC
Official Employee
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1.4K Messages
22 days ago
Hello, @user_gcwbc1 thank you for reaching out over Xfinity Forums. With being new to Xfinity Forums I understand if you're not familiar with how the platform works. Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
I definitely want to help with WiFi Pro extender not connecting to a gateway, I appreciate the information you have provided. From experience, I haven't seen TV equipment cause issues with WiFi pro extenders. I did have a question as I was reviewing this document: https://www.xfinity.com/support/articles/install-storm-ready
- Is the WiFi extender by chance a first generation?
Under the "Before you begin" section on the document it has this info:
Remove any 1st Generation Xfinity WiFi Extenders from your network. These devices are not compatible with the Xfinity Pro WiFi Extender.
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