Xfinity Assistant, Phone Line, and Wifi Extender Pro during Outage

Has anyone been having an issue with the Xfinity assistant just going in loops asking you to login (even though you are logged in) and then if you call in, the service will disconnect you saying "there's an outage in your area". Yes, I know there's an outage. However, I have a product (Wifi Extender Pro) that's designed to allow me to still have service when there is an outage and it is not working properly, but I can only truly troubleshoot it according to Xfinity when there's an outage, but when there's an outage I can't get a hold of anyone to troubleshoot it and the Xfinity app goes in circles. The app itself won't do any troubleshooting cause there's an "outage". So, what am I supposed to do? There's a white light on the Wifi Extender Pro like it says there should be. My Xfinity cell phone when placed next to the Wifi Extender Pro shows 4G cell signal Available. I've tried resetting the device, rebooting it, and not sure what other steps I can take. The Xfinity Assistant refuses to help and won't transfer me to an agent to assist. The Phone line disconnects me and if I try even to do it under another account will disconnect me as well. It's like the AI has gone rogue and said, "you human can't talk to them" LOL. Please any advise would be appreciate. If there is anyone from Xfinity that reads this, please take a moment to pass this along to your Assistant/AI team. We need a way to bypass it to speak to humans and be able to get help.

Responses

Oldest First

Selected Oldest First

XfinitySeth

Official Employee

•

797 Messages

14 hours ago

Good day user_8ef817 👋 I appreciate you stopping by our community! Our Xfinity Pro service that comes with the Wi-Fi Extender is definitely designed to give you connections during a service interruption of any kind, so I'm sorry to hear that hasn't been coming through for you just yet. Rest assured, we won't send you in circles and will do anything we can to make sure you're able to take advantage of the benefit 👍

To start, does the Xfinity app show your Wi-Fi extender as being active?

user_8ef817

Visitor

•

8 Messages

Yes, it shows that is it active and keeping you online.

14 hours ago

XfinityDemitrius

Official Employee

•

2.4K Messages

That is great to hear @user_8ef817. I am wondering if there is some possible confusion regarding the capabilities of the Xfinity Pro service. Our Xfinity Pro subscription includes an Xfinity Pro WiFi Extender which provides a 4G LTE (Xfinity Mobile) connection during network service interruptions, is a WiFi Extender to create a mesh-network, and our "Boost a Device" feature to create a low-latency connection to devices.

The Xfinity Pro WiFi Extender receives a 4G LTE cellular connection, but does not broadcast a 4G LTE connection. With the Xfinity Pro WiFi Extender, you should be able to connect to your regular In-Home WiFi Network that is broadcasted from the Xfinity xFi Gateway. Are your devices currently connected to the In-Home WiFi Network? You can see how each the Xfinity xFi Gateway and Xfinity Pro WiFi Extender are doing by looking over the white LED light. Please visit our 'Learn what the lights on the Xfinity Pro WiFi Extender mean' support page to determine the status of each device.

With the messaging that the device is active and keeping you online, the In-Home Wireless network should provide an Internet connection of up-to 30 Mbps download and 7 Mbps upload of shared bandwidth within the home with a good connection.

You can learn more about our Xfinity Pro service by visiting our Xfinity Pro Product Page, Xfinity Pro Discovery Hub page, 'Xfinity Pro WiFi Extender overview' support page, and our 'Xfinity Pro WiFi Extender FAQs' support page.

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

13 hours ago

user_8ef817

Visitor

•

8 Messages

You are absolutely correct that it SHOULD provide an internet connection via the Wifi connection. However, the purpose of showing that the Xfinity cellphone has an LTE connection as well was to prove that both devices were getting an LTE connection and SHOULD both have internet connection. I was able to successfully use the internet via the LTE data on my cell phone. However, the Xfinity Pro Wifi Extender's LTE cellular connection appeared to connect to the home wifi system and provide NO internet service. I was able to connect my laptop as well as disconnect my phone from LTE and switch to my home Wifi and both cases it said connected to the Wifi with NO internet. So, it appears that the Xfinity Pro Gateway WAS connected to the 4G LTE with it's white solid light, but was NOT passing along a data connection to the home Wifi network as it should have. This is where my ability to troubleshoot hits a wall. I've done basic troubleshooting like reset it, reboot it, etc, but not really something easy to test when the main system is online. Although am happy to hear some alternatives that might have been missed. Hope that clarifies.

13 hours ago

XfinitySeth

Official Employee

•

797 Messages

I appreciate the additional details! By chance is Bridge Mode turned on for your modem?

13 hours ago

user_8ef817

Visitor

•

8 Messages

I have not made any changes to the default settings on the modem.

13 hours ago

Your Home Network

user_8ef817

Xfinity Assistant, Phone Line, and Wifi Extender Pro during Outage

XfinitySeth

user_8ef817

XfinityDemitrius

user_8ef817

XfinitySeth

user_8ef817

New to the Community?