Hi there, @user_thb26n! We never want your service to be offline and understand that is tough to get through. We are happy to further help. I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It will run a scan for any area interruptions, send signals to your equipment, and allow you to schedule a visit if that is needed. This link shows how to troubleshoot your internet connection using the Xfinity Assistant, using Xfinity.com, or in the Xfinity app.
Here are the steps I would try for troubleshooting:
1. Check that the modem has power and that the coax cable is finger tight at the back of the modem and at the coax wall outlet.
2. Check the power and coax lines for any damage.
3. Reset the modem by unplugging the power cable for 30 seconds and plugging it back in. Alternately, you can send a reset signal in the Xfinity app.
I have some further questions for you:
1. If you check the light on the modem is that on, off, or flashing?
2. If the light is on, is that white or another color like amber or blue?
3. Have you made any changes to your modem or plan when this happened?
XfinityRay
Official Employee
•
3.8K Messages
11 hours ago
Hi there, @user_thb26n! We never want your service to be offline and understand that is tough to get through. We are happy to further help. I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It will run a scan for any area interruptions, send signals to your equipment, and allow you to schedule a visit if that is needed. This link shows how to troubleshoot your internet connection using the Xfinity Assistant, using Xfinity.com, or in the Xfinity app.
Here are the steps I would try for troubleshooting:
1. Check that the modem has power and that the coax cable is finger tight at the back of the modem and at the coax wall outlet.
2. Check the power and coax lines for any damage.
3. Reset the modem by unplugging the power cable for 30 seconds and plugging it back in. Alternately, you can send a reset signal in the Xfinity app.
I have some further questions for you:
1. If you check the light on the modem is that on, off, or flashing?
2. If the light is on, is that white or another color like amber or blue?
3. Have you made any changes to your modem or plan when this happened?
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