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user_cdnzm0
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1 Message

07/09/2026 4:30 PM

Internet connected and online on app - but internet DOES NOT work on multiple devices

This has been happening for the past 24 hours now. And just to clear up the, this is happening at my home wi-fi, not a public wi-fi!
I am able to connect to the wi-fi and the signal shows strong signal. But nothing works, all browser tabs stall and just show me either not secure or ask me to log in to xfinity.com which tells me to log in on my mobile app and fix it but there is nothing to fix on the mobile app as I am online. 

I have already done the following things: 
1. Restart the Modem from the Mobile app and waited 15 minutes. 

2. Unplugged the Modem for 30-45 minutes and then wait 10 minutes after plugging it in. 

3. Using safari instead of chrome. 

4. Renaming the wi-fi and changing the password. 

NOTHING WORKS 

All devices connect to Wi-Fi. DNS and ping work, but every HTTP/HTTPS request is redirected to a captive portal/connectivity check page. The gateway has a solid white light. Please check whether my gateway is stuck in provisioning or activation mode and send a reprovision/refresh signal. If you think this is a known issue and the solution is something else, please guide me on that too! 

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3 minutes ago

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XfinityAngie

Official Employee

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3K Messages

3 months ago

 

user_cdnzm0, thanks so much for reaching out to Xfinity Support. It sounds like you have tried just about everything. I think it would be a good idea to run through some troubleshooting together, and I can take a look at your signals and see if anything stands out.

Please send us a DM with your name and address.

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.

2. Click the “Direct Messaging” icon.

3. Click the “Start new conversation” (pencil and paper) icon.

4. In the “To:" line, type “Xfinity Support”.

5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.

6. An “Xfinity Support” graphic will replace the “To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press “Enter” to send it.

 

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user_5xbasa

Visitor

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3 Messages

3 hours ago

what was the solution? I am having same issue

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XfinityPaula

Official Employee

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2.4K Messages

 

user_5xbasa Good morning to you! I'm sorry to read that you are having trouble with your internet connection. I would love to help out. Do you have any devices that connect to the network with a ethernet cable? If so, I would like to test that connection to see if the trouble is isolated to the wireless connections. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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59 minutes ago

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user_5xbasa

Visitor

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3 Messages

Yes I do, the problem first appeared the other day when we completely lost service for over 2 hours. After a restart of the modem the problem was with the wireless connections going offline, and not reconnecting untill another  restart of the modem. But before that restart all wired devices were having issues of pages not loading . Google would load but not perform a search. MSN would not load at all, my insurance company web page would also not load, and so on. This I duplicated on 2 different desktop computers connected thru ethernet cables. One is a windows 10 machine the other is windows 11. The issue is present with all browers, chrome, Firefox and Edge. I have restarted the modem numerous times and for a short while it seems to resolve the issue , but unfortunately for me it comes back . I was online with the AI assisntant last night and they claim that there is nothing wrong with the signal to my home or my equiptment. So how could that be when it occurs on different machines , different browsers and different operating systems. I did clear cache and all temp files and settings, I also reset the DNS server. I have moved cables and ports on the modem and I truly believe the problem is in your service to my home or your equiptment.

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13 minutes ago

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XfinityPaula

Official Employee

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2.4K Messages

 

user_5xbasa Thank you for sharing the steps you have taking with us so that we know what troubleshooting was completed. Considering that the hardwired devices are having an issue as well. That make me worry that there is an invalid IP address. 
We will help figure this out and get you back online. 
Do you have a router connected between the modem and computer connection? Or are you using a Xfinity gateway? 
 
If we can focus on the Windows 10 or 11 machine please, I would like to check to see what IP address it is receiving. 
For a Windows PC you would search for the command prompt, searching CMD would usually work as well. From there a new page with a black background will load. Type in ipconfig and press enter. I would like to know what the IPv4 IP address is listed please. 

 

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 as Best Answer.tick

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5 minutes ago

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user_5xbasa

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3 Messages

I am away from the computers for the day and will check these settings later and report back. 

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3 minutes ago

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