Most new gateways and routers, like Xfinity’s Wireless Gateway, use something called “dual band” WiFi. This means they send out two signals — one at 2.4 GHz and one at 5 GHz. Some older or simpler devices don’t work well with both signals.
A dual band router uses the same name and password for both signals. It picks the best one to give you a stronger connection. This helps most of your devices work better at home.
If you're having trouble connecting a device to your WiFi, check the list below to find steps that can help.
Amcrest camera, Anova precision cooker, LIFX bulbs, iRobot vacuum, and Zmodo camera
If you’re trying to set up an Amcrest camera, Anova Precision Cooker, iRobot vacuum, LIFX bulbs, or Zmodo camera and it won’t connect using the app, you’ll need to turn off the 5 GHz band for a short time to finish setup. These devices only work with the 2.4 GHz WiFi band.
Follow these steps:
- On a device connected to your Gateway, open a browser and go to http://10.0.0.1.
- Log in to the Admin Tool.
- Select Connection, then Wi-Fi.
- Click Edit next to 5 GHz.
- Select Disable and click Save Settings.
- Connect your smart device using its app.
- Go back and re-enable the 5 GHz band.
Bang & Olufsen wireless devices
These devices might randomly disconnect from WiFi. To fix it, unplug the device from the power outlet and plug it back in. This usually reconnects it to your WiFi.
Canon SLR camera and Fitbit Aria scale (version 1)
When you try to connect these devices to your WiFi, you might see your network name more than once. Pick the one with the strongest signal to connect your device.
Ecobee Smart Thermostats
Sometimes, your Ecobee thermostat may disconnect from WiFi. When this happens, you won’t be able to control it using the Ecobee app or the Xfinity Home app.
To fix it, follow the steps in the app to reconnect the thermostat to your WiFi. You'll need to do this every time it disconnects.
Ring Video doorbell
Sometimes, your Ring doorbell may disconnect from WiFi when it wakes up from deep sleep mode. If this happens, you might not be able to see live video.
Try taking out the battery and putting it back in to reconnect the doorbell. Setting a static IP address may also keep the issue from happening again.
To do this, follow these steps:
- Make sure your doorbell is connected to the home WiFi.
- On a device connected to your gateway, open a browser and go to http://10.0.0.1.
- Log in to the Admin Tool.
- Select Connected Devices.
- Find your doorbell in the list and click Edit.
- Select Reserved IP, then click Save.
Note: If your doorbell isn’t connected, it won’t show up in the list. In that case:
- Click Add Device With Reserved IP.
- Type in the MAC address of your doorbell.
- Enter an IP address between 10.0.0.2 and 10.0.0.253 in the Reserved IP Address field.
- Select Save.
- The doorbell will use this IP the next time it connects.
Roku 4
If your Roku can’t connect to WiFi and shows error code 014.30:
- Close the Roku app, then open it again.
- Try to reconnect to your home WiFi.
Sonos speakers
Sometimes, Sonos speakers may disconnect from WiFi, and you won’t be able to play music. To fix this:
- Plug one of the Sonos speakers into your gateway with an Ethernet cable.
- Then, connect your other Sonos speakers through WiFi.
Additional information
Visit our Online Support Center to find common solutions.
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