Drop Line Technician Inspection

The Xfinity office representative confirmed that the line is active; however, when we connect our router, the online indicator remains off and there is no internet connection.

Thank you for sharing, @user_t66wny. We will set up an in home visit for this. They will check all the wiring and ensure you are online. They are able to contact the line team if that needs to be replaced and can usually put in a temporary line in the meantime. The inside outlet may not be connected since the line tested as active. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message