Xfinity Gateway XB7 - 2.4 GHz Wi-Fi issue with IoT devices

Dear Xfinity Technical Support,

I am requesting assistance with what appears to be a problem with my Xfinity Gateway (XB7).

My internet service is working normally. All of my phones, tablets, computers, and other devices connect to the gateway without any issues.

However, my Eufy Indoor Cam E220 cannot even detect my 2.4 GHz Wi-Fi network during setup.

Here is what I have already done:

• Eufy replaced my camera under warranty with a brand new unit.
• The replacement camera has the exact same issue.
• Both cameras successfully detect neighboring Wi-Fi networks, but neither camera can see my Xfinity 2.4 GHz Wi-Fi network.
• I separated the 2.4 GHz and 5 GHz bands and created a dedicated 2.4 GHz network.
• The 2.4 GHz SSID is enabled and broadcasting.
• I restarted the gateway and reset both cameras multiple times.
• My iPhone and other devices connect to the gateway normally.
• I also attempted to resolve this issue using the Xfinity Virtual Assistant, but unfortunately it repeatedly directed me through the same troubleshooting steps and was unable to resolve the problem or connect me with a live technical support representative.

Since two different cameras have the exact same behavior and both can detect neighboring Wi-Fi networks, this strongly indicates that the problem is with my Xfinity Gateway or its 2.4 GHz Wi-Fi configuration.

I would appreciate it if you could:

1. Perform a remote factory reprovision/factory reset of my XB7 gateway.
2. Check whether there is any configuration preventing IoT devices from detecting the 2.4 GHz network.
3. If the gateway cannot be repaired remotely, please arrange a replacement gateway.

Thank you for your assistance. I look forward to your response.