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MarkusN
1st Topic

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2 Messages

Tuesday, July 4th, 2023 11:56 PM

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Gateway not powering on

I was gaming when lightning struck pretty close to my house. I heard some static through my headphones, but it quickly reverted to normal. I was then disconnected from the internet and checked the router and it was off. I unplugged it and plugged it in again, but it only flashed white 5 times and didn't power on. I've dealt with a few outages before and this is the first time this has happened. Is my router dead?

Question

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Updated 

2 years ago

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XfinityLinda

Official Employee

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1.8K Messages

2 years ago

@MarkusN That sounds pretty scary. We are glad to hear you are okay. If you cannot power your modem, you are welcome to swap it out tomorrow at your nearest Xfinity store. You are welcome to find your nearest store here: https://www.xfinity.com/local/index.html if you are not sure where your local one is. 

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Again

Expert

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31.4K Messages

2 years ago

@MarkusN 

I was gaming when lightning struck pretty close to my house. I heard some static through my headphones, but it quickly reverted to normal. I was then disconnected from the internet and checked the router and it was off. I unplugged it and plugged it in again, but it only flashed white 5 times and didn't power on. I've dealt with a few outages before and this is the first time this has happened. Is my router dead?

Did you try plugging it in to a different outlet?

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MarkusN

Visitor

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2 Messages

@Again​ I did, still no dice

2 years ago

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XfinityKei

Official Employee

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1.4K Messages

@MarkusN, No worries we can look over your account. Since plugging the device into a different outlet and swapping the equipment did not work we may need to have a tech out. Can you please direct message me your first and last name along with your full service address so that I can assist you further?
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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

Again

Expert

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31.4K Messages

@MarkusN​ 

@Again​ I did, still no dice

Sorry to hear that.  At least our OE's will help you get a new one.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

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