Backup No Longer Working Ove Xfinity Wi-Fi - Getting "Poor Network Conditions" Error Message

This started with getting a new gateway from Xfinity and the upgrade is it now has IPV6 with IPV4. The issue is not all IOS processes are IPV6 compatible and there is no way to disable IPV6 on Xfinity. The only work around is to get your own router that has this function and disable it until IOS does the update. This sucks but there’s no other way. 😔

Please read the entire chain of emails. This is not an Xfinity issue alone. What Xfinity did is update their modem/router gateway from IPv4 to IPv6 (internet protocol version 6) this is the app that allows your device to use the internet. The issue is with Apple, IOS updates and ICloud backups are not compatible with IPv6. Until they address this issue with one of the next updates, it will continue. On your device, go to Wi-Fi, next to your network name there is an “I”. Touch that to see the attributes. If you have both IPv4 and IPv6, that is the problem. My neighbor still has the older version and I can update and backup on his Xfinity Wi-Fi.

A work around is to buy your own modem/router that you can disable IPv6 and you will be back to the old version or wait until Apple addresses the issue. 😔. I had spent hours with both Comcast and “800 myApple support “ about this.

Mike

I spent a lot of time, too much time, sorting this problem out. Here is a link to a post I made on the Xfinity reddit:

https://www.reddit.com/r/Comcast_Xfinity/comments/14kn2ji/comment/jtuh2zq/?utm_source=share&utm_medium=web2x&context=3

TLDR: iCloud backup doesn't work on the 5 ghz band; need to disable that band from the XB8 admin tool login and force everything on the network to 2.4 ghz. I've verified it worls, both manually and via the overnight backup. Other solution is to split the Wifi bands into 2.4 and 5 ghz SSIDs and force the iOS devices to only connect to the 2.4 gHz network.

"Update 8/15/23: A firmware fix will be pushed out overnight. You will need to reconnect your devices to the WiFi network after the firmware has been pushed. To turn off Wi-Fi on your device, go to Settings > Wi-Fi and turn off Wi-Fi. You can then toggle it back on.

If this does not work, forget your network and reconnect following your devices manufacturer instructions."

Open the Xfinity app, select WiFi at the bottom > View WiFi equipment > Gateway > scroll all the way to the bottom and select Gateway Details

It’s not the router, this time it’s not Comcast. Click on the “I” next to your home network, if you have the new version IPv6 (internet protocol) along with v4. IOS is not compatible. Apple knows this and is working on a fix for IOS updates and ICloud backups. You can call 800-my Apple support and they will confirm this situation. 😔

I want to say this again, because I totally understand the frustration with support with all technical vendors. First I thought it was IPv4 versus IPv6, then IOS update bugs with iPhone and Xfinity updates to Wi-Fi. No, It all started with getting a new gateway from Xfinity and to cut to the chase it was the XB8 gateway that was the culprit. When I returned the XB8 for the XB7, which I had before, both iPhones can now do IOS updates and iCloud backups. The 13 Pro worked right away, the iPhone 8, I had to reset network settings. I tried to explain this to Comcast, but they would not acknowledge it. so get your old modem/router back and it will resolve your problems. 😊

It's a hardware issue. If your router is XB7 or lower, you will be able to do IOS updates and Icloud backups. When I got the XB8 three weeks ago, those two were the only issues I had. I tried and talked to xfinity support, 800-myapple support and At&T support my provider. One just pointing to the other for the issue. Once I returned the XB8 and got the XB7 back, that resolved the problem. It will not affect the speed and performance of your wi-fi plan that you are paying for.

Hi Debbie -

I am new to Xfinity as of June 27, and right before the changeout was the last time my iPad was able to back up. I have an XB8. Is that the gateway you have? I've also been on the phone with Apple and Xfinity, and I think it will be a while before the incompatibility will be resolved. I think it's more likely that Apple will do something, than Xfinity making any changes. I don't think it's being addressed yet. The Apple techs I worked with actually had this exact discussion open, but had no solutions from Apple. The info about IPV4 and IPV6 here is taking you down the wrong path; don't get stuck there. Apple devices are IPV6 compatible.

There are several workarounds. I haven't decided which I'm most comfortable with, but they are:

1) Update via Ethernet from the router port. Several here are doing that, and I'm waiting for an Ethernet connector for my own iPad. My reluctance is that I'm not sure whether my iphone is always connected via Wifi, or is switching to cellular, so I'm not sure if solving the iPad issue fixes the entire problem. It certainly won't make either company work to find a real solution.

2) Downgrade your modem gateway to an XB7. This sounds like it works, but I'm not a fan of downgrading. The difference is that XB8 uses Wifi6e, and XB7 uses Wifi6. Very few Apple devices are compatible with 6e (I put info further up in the thread). I think this is a big part of the problem.

3) Split your router and use the 24mbs for the older devices. Xfinity doesn't recommend that, and I'm not sure how I feel about it, but I see my devices switching wifi on and off constantly and think they are not locking onto the 5G band. the XB7 is also dual band, so I'm confused about why one works and the other doesn't...

Please let us know what you try. Since Apple does see these discussions, I'm hopeful that the more we bring to their attention, the sooner all will be resolved. I don't like finding workarounds while the problem still exists, and like you say, we're paying for technology we aren't using.

OK! Possible solution! I just spoke with Advanced Tech Support at Xfinity (Chris, but would not give me a direct#).

He KNEW about the Apple issue and hopefully has fixed it. He said that the 6gbs frequency in the XB8 (it’s tri-frequency 2.4, 5 and 6) is causing the problem. He went into the Gateway device and turned off the radio signal for the 6g. Will let everyone know if it works the next time I do updates.

Weighing in here to report that I’ve been having exactly the same issue with iPad not being able to update or back up on Xfinity router. Also had issues with iCloud Photos would not update on Mac Mini, yet would on both iPhone and iPad. Odd. Went ahead with recommended splitting of Wi-Fi to separate 2.4Ghz and 5Ghz bands; assigned Mac Mini to 2.4Ghz which solved the iCloud photo update issue. Assigning iPad and iPhones to 2.4Ghz also solved software update and iCloud backup issue.

Replying to dmwilson, I just tried backing up via the port that has the red line, which is believe is the 2.5GPS port on the XB8, and it works fine. The other ports work as well.

Make sure you buy the correct adapter for your device. My iPhone 12 and iPad9 required an ethernet/lightning adapter, and my iPad10 required an ethernet/ USB-C adapter.

When plugged in, Ethernet will appear on your settings home page under Wifi. On your phone, shut off wifi and put the phone in airplane mode. On wifi only devices, just shut off wifi. I've been backing up manually, I haven't tested to see if it would back up automatically if I left it plugged in like that overnight.

I want to repost this link from Reb101. On Reddit, on the official Xfinity subreddit, the tech mods have asked that people with this issue compile data from their systems and send it to them via Reddit mod mail, so their "fix" team can look at the problem. Here's the link.

Comcast is asking for info in this Reddit post. https://www.reddit.com/r/Comcast_Xfinity/comments/14kn2ji/poor_network_conditions_prevent_icloud_backup/?utm_source=share&utm_medium=ios_app&utm_name=ioscss&utm_content=2&utm_term=1

Here's what the post says:

We've partnered with our fix teams

for this--we'll need your help though. For those affected, if you can

send us a Modmail with the following template filled out to the best of

your ability (if you can't fill it out entirely, no worries--we just

need as much as possible).

Afterwards,

we will send it to the fix teams to look into and follow back with an

update. Please use 'XB8 and iCloud Backup Errors' in the message title

and advise you were instructed by me to send the Modmail, this way we

can manually create a ticket for each of you:

• Account number:
• Affected Device Model:
• iOS Version:
  • Did you recently upgrade to this iOS version? If so, was the issue present on the previous version as well?
• Error Received:
  • "The last backup could not be completed because of poor network conditions."
• Latest Time stamp (hh:mm time zone mm/dd):
• Network name:
  • The following information can be found in the Xfinity App
  • WiFi>View WiFi Equipment>Gateway>Gateway Details
• Modem MAC:
• Current firmware:
• Work arounds:
  • Have you attempted to use one of the work arounds in the thread, and which ones? What has been successful/unsuccessful?
• Any other relevant information

This is great news, because it shows someone at Xfinity is finally listening. We will get nowhere with first line Comcast techs, these mods are higher level. And while this forum has been great at sharing info and workarounds, this is an Apple forum and the problem is Xfinity. There are hundreds of people on this thread, and very few on the other, so please head over there and provide your info. Here are instructions from Eraggae on how to send modmail (it's very easy).

https://support.reddithelp.com/hc/en-us/articles/210896606-What-is-Modmail-#:~:text=Modmail%20is%20the%20shared%20messaging,a%20private%20message%20or%20chat.

Joffre -

Have you read all the comments here? For the most part, Xfinity is clueless, but they are working on a patch to fix this issue. If you find the Reddit link a few comments above, you will see the Service notice, info, updates and the CCMod who’s working on it.

I was fortunate to be in the test group who had their XB8 firmware updated and everything is now fixed so I have confidence that everyone else will be taken care of. Apple can’t help, but you can use an Ethernet cable for your downloads and updates until your Gateway is fixed. I did that for 1-1/2 months and it worked great.

It would be better to comment on Reddit or Xfinity’s Community so they will see it.