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

Debbie -

One more time:

-My iPhone14 Pro is connecting fine. It took several tries to download iOS16.5.1 Security update, but eventually was not greyed out and downloaded. It has been fine since. It shows connection to 5G

-My iPad 9th Gen never had any problems and has updated. It shows connection to 5G

The problem was with iPad Mini5, which would not update since 6/27. Message was “poor network condition”. I updated using Ethernet from the router. On the app, it does not always show up as connected to wifi, even when it is. To show a connection, I can either turn wifi off/on or connect to several internet pages (FB, news, etc). Then it also shows connected to 5G

The Xfinity tech was not aware of the issue. Apple Support had this discussion open when we talked, but they were unable to get my iPad to connect. They just had me “forget network” and reassign. I thought the tech was not as good as others I’ve had. I asked him several times to report the problem and # of instances to Apple.

Good luck with your visit. Lmk what you learn.

Yes, the issue specifically is that wifi is working fine except for connecting to Apple/iCloud. So for affected devices, downloads and updates are not possible. For me, it is only affecting my oldest device, an iPad Mini5.

I also noticed that while most of my apps updates through the App Store, some gave me a warning based on file size and asked if I wanted to update via cellular (I don’t have cellular) or wait until wifi was restored. Of course, I was already connected to wifi, and the other apps were updating just fine. I successfully backed up using Ethernet, and will finish the app updates the same way.

I bought this one, works great. I just plug the USB-C that usually goes to my iPad into the power port on the adaptor, and plug the adaptor into my iPad.

RJ45 Ethernet Adapter for lPhone[Compatible with Apple MFi Certified],10/100Mbps,Support iOS 15, Ethernet Adapter with Charge Port.

Today I unplugged, disconnected the co-ax, reset the Gateway, restarted everything, and a few other issues resolved. I think I just got lucky,

Hi, all. Just wanted to check in to say that backing up and updating software via an ethernet connection was successful and very easy. I had to order two different adapters from Amazon (thanks to Kevin for his recommendations). I needed one for a lightning connection for my IPad 9, and another with an USB C for my IPad 10. They were both about $12 each, overnight delivery. I had an ethernet cable. Worked like a charm.

Weirdly, after some initial problems, my iPhone 12 backed up over wifi. And after days of having the Security Response grayed out because it said there was no wifi connection, it downloaded on its own overnight. It's a mystery.

I upgraded because at the time, the Comcast technical rep told me they had a new router that was faster, more efficient, and for the same price, so I said why not?

Subsequent to these issues, I contacted Comcast about going back to XB7 and they told me it was not possible, as it would increase my "triple play pricing." Of course that's Comcast doublespeak, but it is what it is.

I spent less than $40 on two connectors and will do my updates/backups via direct ethernet until the idiots at Comcast issue a software fix.

Try rebooting your router, and then forget/connect. That same Infinity tech had called me a few hours ago to see if work after a reboot. The back up failed, but meanwhile, my router was rebooted. Maybe it's the sequence of reboot/forget/connect that works.

Finally. Fixed. I have the new router firmware version and all the manual/automatic iCloud backups and software updates work great now! Comcast fixed that! Still having problems with HomeKit Secure Video. My camera won’t record anything. Is anyone else with a video camera in their home app having these same problems too?

arod and frustrated, how about just trying to call tech support? Explain the situation, and ask if they can push out the firmware update to you. You have the right firmware number. If the first-level call answerers (I won't even call them techs) are clueless and can't/won't help, ask for a senior tech. Worth a try? As long as you go in with low expectations...

its complicated...

I DID in fact get a message when I logged into my xFinity account last week that there was a planned firmware update coming on August 21st. That message appeared everyday in the header line. This morning when I logged in, that message was gone. Therefore I tried to do a backup from my 4 devices and all failed. I then followed the procedure to "turn Wifi off and on and forget the network". I of course had to re-enter my password which I did. STILL nothing backs up. Then I called xFinity and they of course knew nothing about anything and they proceeded to reset my modem three times. Yes that probably rolled me back but the update overnight didnt work anyway.

I guess what I am hoping the tech coming Tuesday can do, (and I have always found them very competent), is to be aware of the exact issue, be able to tell if my modem was updated or not and what version it is on, and be aware of what to do. Do the techs have the ability to update the firmware themselves?

When I got this new modem, they also activated the 6GHZ mode although I am not using it. I am using 5.0. I will not let them leave without this being resolved. I also received a small "financial credit" from xFinity for my troubles.

Brian is the one making the latest posts about pushing out firmware updates over the next few weeks and suggested doing the modmail again to push out a manual update. The CC in my latest modmail said not all agents have the ability to push out updates and provision signals. Some only have the ability to restart your modem lol. So I guess I wait and see or use the ethernet adapter or split my bands and see what works.

My husband suggested backing up with iTunes plugged in for now. I haven’t tried it but I think that will work.

This is my software version as well. Just tried a manual backup without turning off the 5 ghz network. Backup worked.

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

Mike -

As we have all said, go to the Reddit link, and ModMail the CC’s (there are a few) directly. Most, if not all, who went that route are now fixed.

Log into your gateway through your browser. Directions in this link:

https://www.xfinity.com/support/articles/wifi-change-admin-tool