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

GeoSaab -

The actual proof is actually that Xfinity is aware of it, has created a service alert, has a new firmware update to address it, and is rolling it out. Showing them anything else is just complicating the issue.

Here is the link to the Xfinity page on Reddit. Just show it to the tech; this thread has all the firmware #'s:

https://www.reddit.com/r/Comcast_Xfinity/comments/15kk9w4/issue_with_some_advanced_gateways_preventing/

TopDown -

Please read the entire thread. Xfinity has fixed this by testing a patch with a test group (I was one), and then starting a roll-out of a firmware update which they plan to complete by 9/5. PLEASE find the Reddit link here and go to the Xfinity page to comment and contact a CC via Mod Mail. That is the way to make sure you are taken care of, not on an Apple thread. If you're not a Reddit member, join.

It's not weird that you can connect to the internet as the problem is only in connecting with iCloud, where updates and downlads are managed. Xfinity is aware of all of this.

Call xfinity if you can't backup or update on their wifi. They were supposed to finish up rolling out a fix for this by September 6. Let them know you are still not able. I am able to backup now since the fix

I was already updated so have not been able to see if the updates work.

I experienced the exact same issue, and after a lengthy troubleshooting with Apple, they suggested I bring my iPad Pro 12.9 into the store. Strangely, my iPhone 13 and iPad Pro 11 were backing up (after initially getting the “poor network conditions” message).

I did not bring the 12.9 into the store. Today I ran it down to about 3% battery, then hooked up to charge. Instead of manually selecting "iCloud Backup" I opened the cover, locked the screen, and came back three hours later to see it successfully backed up.

Not sure why this works and doing the other way results in the error message, but I don't believe this is a hardware problem, or an Xfinity router issue...looks like another Apple software quirk.

I am convinced this is an xFinity issue as these problems started on various dates and times during the month of June coupled with the fact that our backups and access to software updates were previously working.

Being in the IT industry for 30+ years I go by the adage "what was the last thing that was changed before the problem started". The smoking gun points to xFinity.

The common thread is our iCloud backups worked prior to June before the problems started and I am convinced xFinity pushed a firmware update to the XB series routers during the month of June that broke the iCloud link. Additionally most of us confirmed the problem does not occur when we use a different service provider network along with taking our IOS devices to local Apple stores where the iCloud backups work instantly. I recently backup my iPad on my work Wifi and downloaded the latest IOS patch 16.5.1c with no issues. Given what we pay xFinity on a monthly basis for their service this is inexcusable to its customers.

I did the same thing as KevinDO214. I already had a dongle with USB-C and Ethernet. When the security update dropped the other day, I got a message in the update settings that said, “This update requires an internet connection.” I connected with the dongle and updated. We know it’s a problem with the XB8 firmware update because that’s when it started, and to test it, we updated my wife’s iPad at my son’s house. He has Xfinity internet but uses his own modem. No problem.

Yes same. I’ve had an xb8 for months with no issues. My last backup coincides with the Xfinity network upgrade in my area. Note earlier posts that the workaround that is easiest is to connect directly to the modem via Ethernet and the backups will work fine. Adapters are inexpensive on Amazon.

I was also having similar issues trying to restore an ICloud backup to a couple of new Apple devices. This is definitely a problem between Xfinity and Apple. I have an XB8 and experienced the same issue. It just so happened I have a Netgear Orbi WiFi 6 router available. I put my XB8 into bridge mode and setup the Orbi as my router. Immediately, had no issues between my Apple devices and my Xfinity connection.

FIX: The only workaround I have found is to login to my Xfinity X8 router and disable the IP6 Firewall (leave IP4 Firewall ON). This is an unacceptable workaround but it does work. Unable to get support from Apple, XFinity, or Mobile Carrier regarding issue.

Joan, interesting idea that it's a firewall problem. You can disable the firewall by logging on to the gateway as YSR50 said. There's a menu on the left that says Firewall. "Disable entire firewall" is an option in "Custom Security." I also agree with YSR50 that disabling the firewall is generally a bad idea. But if this works, it's pinpointing the problem. I don't know if it's necessary to reboot the modem after changing these settings. Sad that we have to do Xfinity's work for them. Let us know if this works for you.

Edited to say that if you are willing to be the test case, please tryto disable the firewall on ipv4 as well as ipv6. By clicking on the i info button on my wifi, I can see that some of my devices are running on ipv4 and others ipv6. Thank you for your service. :)

Also, I finally noticed last night that my apps weren't updating automatically on my ipads, but were on my phone. I was able to manually update some via wifi, but others hung up, and I had to plug into ethernet to finish the job.

Thanks, Joan, that's pretty much what worked for me, but in a different order. I had rebooted my modem earlier in the day per the request of an Xfinity tech. That alone didn't solve the problem. Then someone on here said to forget the network and rejoin. I tried that, and behold, I was able to back up. My guess is that the updated firmware that Xfinity pushed out last night needed a reboot of the modem and the forget/rejoin to take effect. I hope everyone who is still struggling will give that a try.

Hello, all. I just saw this "Service Alert" post from Xfinity on Reddit.

We’re

aware of an issue that may be preventing some customers with one of our

Advanced Gateway devices from backing up their mobile devices while

connected to their home WiFi network.

Our engineering teams are working on a fix and we hope to have this issue resolved soon.

https://www.reddit.com/r/Comcast_Xfinity/comments/15kk9w4/issue_with_some_advanced_gateways_preventing/

Either they are working on other solutions, or they are preparing to roll out the firmware update that has worked for many of us, including me.

arod, I feel your pain, phone support is truly awful and rage-inducing. Debbie, this is all it says.

"We’re

aware of an issue that may be preventing some customers with one of our

Advanced Gateway devices from backing up their mobile devices while

connected to their home WiFi network.

Our engineering teams are working on a fix and we hope to have this issue resolved soon."

https://www.reddit.com/r/Comcast_Xfinity/comments/15kk9w4/issue_with_some_advanced_gateways_preventing/

Oh dear...did you actually read this thread? Just up a couple of comments? Comcast updated the XB8 firmware for all of us who reached out through Reddit as a test. Our XB8's are working now, and they are creating a patch for other users. It's always been a Comcast problem, and they have it pretty much figured out.

This was posted yesterday on the Reddit thread:

UPDATE 8/7/23: We do not require anymore examples at this time.

We’re aware of an issue that may be preventing some customers with one of our

Advanced Gateway devices from backing up their mobile devices while

connected to their home WiFi network. Our engineering teams are working

on a fix and we hope to have this issue resolved soon.

Updates will be available here: https://www.reddit.com/r/Comcast_Xfinity/comments/15kk9w4/issue_with_some_advanced_gateways_preventing/

Sounds like they are not connecting one to one with additional users beyond the initial test group. They have the info they need, and have a fix that works. I hope they roll out it out very soon.