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Ipad will not connect to new Xfinity router

34330 Views 35 Replies Latest reply: Jan 25, 2014 7:11 AM by brec RSS
  • 22selena Level 1 Level 1 (0 points)
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    Feb 19, 2013 10:24 AM (in response to kassinki)

    @kassinki What username and password are you supposed to use

  • smuhamed Level 1 Level 1 (0 points)
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    Mar 4, 2013 10:16 AM (in response to mad4games)

    I had a similar problem. Seems that the Xfinity router blocked my iPad for an unknown reason. How to fix it:

     

    1. Log into your Xfinity router (using the router's IP address).

    2. Toggle to Parental Control --> Managed Devices --> Look under Blocked Devices for your iPad's MAC address.

    3. Hit 'x' button to remove your iPad from the blocked list.

     

    That should fix your problem. You may have to turn off and back on WIFI on your iPad.

  • kassinki Level 1 Level 1 (0 points)
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    May 8, 2013 5:32 AM (in response to 22selena)

    @22selena - the user name is admin and the password is password

  • chinapalm Level 1 Level 1 (0 points)
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    May 11, 2013 3:48 PM (in response to mad4games)

    Well maybe this will help!! After 4 calls , 4 different people and an hour on the phone the last person fixed the problem in 10 minutes. even if you see your network name on the list go to other. Put in your network name, check the box if it is WPA or whatever you have then go back and put in your password. Voila!!! on wifi with my ipad and iphone. Hope this helps someone!

  • aunseen Level 1 Level 1 (0 points)
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    May 29, 2013 7:52 PM (in response to kassinki)

    This solved my issue.  Thank you.

  • keriah Level 1 Level 1 (5 points)
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    Aug 21, 2013 5:57 PM (in response to mad4games)

    I have this basic problem also.  We have 2 iPhones (4S, 5), an original iPad, and an ATV (gen 2).  We also have 3 computers (MBAir, Mini, MBP).  We got the Comcast combo Xfinity modem router a couple of months ago when they gave us a faster plan and said our old modem was an old/slow model.

     

    Since then the iOS devices 'drop out' (lose the connection) multiple times a day, while the computers continue to stay connected.  My 'fix' has been to unplug the modem/router and plug it back in.  That gets the devices back online, until they aren't (again).  It works every time but I'm growing weary of this as a workaround.

     

    Today I phoned Comcast support.  (BTW, I'm curious about those of you who say you actually got help from Comcast -- was it actually FREE support from a real Comcast person?!?)  Our Comcast person said that they do NOT support the wireless aspect of their internet service ... that it is a "courtesy" and they don't support it -- referred me to a for-pay support arm that claimed that for $14.95 they could get us working just fine.  (ha!  wanna bet!!)  Back to Comcast main support their only advice was that they could shut off the WiFi on their device and I could then go back to using a separate router.  I'm seriously considering that route but I thought I'd check here first. 

     

    The security is set to WPA/WPA2-PSK.  I did not see anything obvious when I logged in to the modem from my computer.  Is there a sense of what the common thread is to this problem ... and a fix?

  • Philly_Phan Level 6 Level 6 (11,010 points)
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    Aug 21, 2013 6:49 PM (in response to mad4games)

    mad4games wrote:

     

    ...who said that the apple devices did not handle the WPA2 well...

    Not true at all.  My Apple Airport Express has been configured with WPA2 since I purchased it nearly three years ago.  My devices (including an original iPad and an iPod Touch G4 and an iPod Touch G5) have functioned flawlessly.  My grand-daughter's iPod G4 also functions flawlessly.

  • ZintainUSA Level 3 Level 3 (945 points)
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    Aug 21, 2013 6:56 PM (in response to Philly_Phan)

    The Apple Devices don't handle it well on the Xfinity Routers.  I work for Xfinity as an installer and come across this issue all the time.  Not exactly sure what the total problem is, we have talked with both Apple and Motorola on the issue and they both want to blame each other.  The fix has been found to change the security setting on the router to correct the problem.  It isn't that the Apple devices don't use the WPA2 well, it's more that just with those routers there is something that they don't like.  Changing the security setting seems to correct the problem just about every time this problem presents itself.  It doesn't do it with all the routers either, it's ones with certain chipsets that have the problem.

  • keriah Level 1 Level 1 (5 points)
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    Aug 24, 2013 9:15 AM (in response to ZintainUSA)

    ZintainUSA - Thanks for this information.  (It's the most helpful from Comcast, so far!!)

     

    I too am a bit bothered by the need to reduce security level, but will as a last resort.  Before I do that, tho', I found a suggestion on another thread:  Change the "Channel Selection" from Automatic to Manual and set to 1, 6, or 11.  I did that two days ago and (fingers crossed) I have not had the same connectivity problems.  My main use is for the network setup for "Home Sharing" -- (1) streaming of my own encoded videos from iTunes to ATV and (2) streaming recordings between the Elgato apps -- i.e., no streaming from external sources (Netflix, etc.)  I do have some pokey-ness that now appears to be at the iTunes end, i.e., on my computers rather than the iOS devices -- a restart of iTunes/Elgato on the computers has, so far, made that go away.  For the past two days all the iOS devices have remained connected.

     

    I do not understand the implications of this Channel Selection option and this change.  Can you (or one of the other thread participants) speak to the difference between changing the Channel Selection to a manual setting and the change to the security level?

     

    Thanks again.  This has been quite the learning experience!!

  • Philly_Phan Level 6 Level 6 (11,010 points)
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    Aug 24, 2013 9:26 AM (in response to ZintainUSA)

    ZintainUSA wrote:

     

    The Apple Devices don't handle it well on the Xfinity Routers.  I work for Xfinity as an installer and come across this issue all the time.  Not exactly sure what the total problem is, we have talked with both Apple and Motorola on the issue and they both want to blame each other.  The fix has been found to change the security setting on the router to correct the problem.  It isn't that the Apple devices don't use the WPA2 well, it's more that just with those routers there is something that they don't like.  Changing the security setting seems to correct the problem just about every time this problem presents itself.  It doesn't do it with all the routers either, it's ones with certain chipsets that have the problem.

    Why would someone pay Comcast for a router and then buy a separate router from Apple?  My Express is connected by Ethernet to a Comcast modem and, as I said before, the combination has been working flawlessly for nearly three years.

  • keriah Level 1 Level 1 (5 points)
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    Aug 24, 2013 11:49 AM (in response to Philly_Phan)

    Philly_Phan wrote:

    Why would someone pay Comcast for a router ...

    According to Comcast here (Seattle area), and our bill, we are not paying anything for the router capability.  On our equipment (according to Comcast support) the ability of the modem device to function as a router is provided by Comcast as a "courtesy" (and is at no charge) ... and they do not therefore support it.  When I tried to get them to help with the router's connectivity problem I was told I had two options from Comcast:  pay for their third-party (India-based) support to help diagnose/fix the problem, or ask them to turn off the router feature on the modem and use a third party router.

  • Philly_Phan Level 6 Level 6 (11,010 points)
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    Aug 24, 2013 12:09 PM (in response to keriah)

    keriah wrote:

     

    Philly_Phan wrote:

    Why would someone pay Comcast for a router ...

    According to Comcast here (Seattle area), and our bill, we are not paying anything for the router capability.  On our equipment (according to Comcast support) the ability of the modem device to function as a router is provided by Comcast as a "courtesy" (and is at no charge) ... and they do not therefore support it.  When I tried to get them to help with the router's connectivity problem I was told I had two options from Comcast:  pay for their third-party (India-based) support to help diagnose/fix the problem, or ask them to turn off the router feature on the modem and use a third party router.

    Take option #2.  An Apple Airport Express is only a hundred bucks, one-time charge and, as I've stated, my experience with it has been excellent.

  • tgeds Level 1 Level 1 (0 points)
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    Sep 30, 2013 6:06 PM (in response to Philly_Phan)

    I discovered this same problem today.  My computer connected to the comcast router but my phone nor any other device would. I got the same "network connection failure" message.  I tried literally every single suggestion in this thread and finally just called comcast and had them shut off the wifi feature and used my own router...what. a. pain.  But that worked!! So there you go.

  • keriah Level 1 Level 1 (5 points)
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    Oct 1, 2013 9:56 AM (in response to tgeds)

    tgeds wrote:

    ... called comcast and had them shut off the wifi feature and used my own router..

    FWIW, we had a 5-yr old router sitting on the shelf so we hooked it up to the Comcast modem/router box a couple of weeks ago and put it back into service, giving it a different network name.  We never did call Comcast to shut off their router and we just take care to have everything (computers, ATV, iOS devices) always connect to the 3rd-party router as the default.  We're now back to flawless WiFi streaming in our home. 

     

    For the first week or so I used iStumbler to monitor the connections.  At times the Comcast signal was actually the stronger one.

     

    I don't know if there are implications to leaving the Comcast router in operation.  Does anyone know if itit causes any kind of problem by simply leaving it in operation from Comcast's perspective? ... would we gain any advantage if we had them shut it off?

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