Quick Links

Troubleshooting When Connecting Third-Party Devices
Amcrest Camera, Anova Precision Cooker, LIFX Bulbs, iRobot Vacuum and Zmodo Camera
Bang & Olufsen BeoPlay A9, A9 and BeoSound 1, 2 and 35
Canon SLR Camera and Fitbit Aria Scale (Version 1)
Ecobee 3 and 4 Smart Thermostat
Ring Video Doorbell (2, Pro)
Roku 4
Sonos Speakers

Troubleshooting When Connecting Third-Party Devices

Look for the device you're having connection issues with in the list below to find troubleshooting steps for resolving issues.

Most modern gateways and routers, including xFi Gateways, support "dual band" technology. This means they broadcast two separate radio bands for their WiFi network — a 2.4 GHz band and a 5 GHz band. However, not all third-party devices support these modern dual band configurations.

A dual band gateway uses the same name and password for the 2.4 GHz and 5 GHz bands, allowing it to choose which band will provide a better connection at any given time. This creates a better in-home WiFi experience for the majority of your connected devices.

If you have issues connecting a device, check the list below for additional troubleshooting steps to help get your devices connected.

Amcrest Camera, Anova Precision Cooker, LIFX Bulbs, iRobot Vacuum and Zmodo Camera

If you can't set up your Amcrest camera, Anova precision cooker, iRobot vacuum, LIFX bulbs and/or Zmodo camera with the device’s mobile app, you'll need to temporarily disable the 5 GHz WiFi band and complete the setup using the 2.4 GHz band. To do this, follow the steps below:

From a computer or device connected to the Gateway, open an internet browser and access the Admin Tool at http://10.0.0.1.
Once logged in, select Connection and then Wi-Fi.
Select EDIT at the end of the row for the 5 GHz Frequency Band.
Select Disable, then select SAVE SETTINGS.
Complete set up of the device using the device’s app.
Go back into the Admin Tool and re-enable the 5 GHz band.

Bang & Olufsen BeoPlay A9, A9 and BeoSound 1, 2 and 35

These devices may sporadically disconnect from your home WiFi network. To resolve the issue, unplug the device from the power outlet and plug it back in. This should reconnect it to the home WiFi network.

Canon SLR Camera and Fitbit Aria Scale (Version 1)

You may see your WiFi name listed multiple times when attempting to connect these devices to your home WiFi network. To resolve the issue, select your personal WiFi network with the strongest signal.

Ecobee 3 and 4 Smart Thermostat

The Ecobee may disconnect from your home WiFi network, and you may be unable to manage the thermostat in the Ecobee or Xfinity Home app.

To resolve the issue, go through the steps to reconnect the Ecobee to your home WiFi network. You'll need to do this every time the thermostat disconnects.

Ring Video Doorbell (2, Pro)

When the Ring Video Doorbell wakes from deep sleep mode, it may be disconnected from the home WiFi network and you might not be able to view live video.

Removing and replacing the battery may resolve the issue. Setting a static/reserved IP for the doorbell may also keep the issue from reoccurring. To do this, follow the steps below:

Make sure the doorbell is connected to the home WiFi network.
From a computer or device connected to the gateway, open an internet browser and access the Admin Tool at http://10.0.0.1.
Once logged in, select Connected Devices.
Select EDIT next to the doorbell in the device list.*
Select the Reserved IP radio button, then select SAVE.

*If the device is not connected to the home WiFi network, it will not appear in the Connected Devices list. In this case, follow the steps below from the Connected Devices screen:

Select ADD DEVICE WITH RESERVED IP.
Enter the MAC address of the doorbell in the MAC Address field.
Enter the IP address to be reserved for the doorbell (it should be in the range of the DHCP subnet, 10.0.0.2 to 10.0.0.253) in the Reserved IP Address field.
Select SAVE. The IP address will get configured the next time the doorbell connects to the home WiFi network.

Roku 4

The Roku device may be unable to connect to your home WiFi network, resulting in error code 014.30. To resolve the issue, exit and then reopen the Roku app and try to reconnect to your home WiFi network.

Sonos Speakers

Sonos speakers may disconnect from the home WiFi network and you may be unable to stream music from the speakers. To resolve the issue, hardwire one of the Sonos speakers with an Ethernet cord to your Wireless Gateway or an xFi Pod, and connect the remaining speakers through WiFi.