No internet App assistance non responsive

Hi. I have been white out service now for two hours and I can not get the app assistance to load to start any troubleshooting. Please advise.

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XfinityEmilyB

Official Employee

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2.7K Messages

10 hours ago

BigTex2 Thank you for posting on our community forum so we can get your internet service back up and running. What troubleshooting steps have you tried so far? Is the LED indicator on your modem currently solid, flashing, or off?

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BigTex2

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5 Messages

I have unplug/plug router several

times. It always ends up flashing green.

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10 hours ago

XfinityEmilyB

Official Employee

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2.7K Messages

BigTex2 I appreciate you trying that. Are you using an Xfinity modem or a personal modem? Are you using a separate router connected to the modem?

Please check the coax connection at the back of the modem and where it connects to the coax outlet on the wall. Are both ends tight and secure? We recommend tightening these by hand because using a tool can overtighten them and bend the internal copper wire, which can result in connection issues.

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10 hours ago

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BigTex2

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5 Messages

10 hours ago

Xfinity provided router. All connection are fine, has been working fine since I moved in and just now stop.

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XfinityEmilyB

Official Employee

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2.7K Messages

BigTex2 Let's take a closer look at your account. Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and get started on a resolution.

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10 hours ago

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BigTex2

No internet App assistance non responsive

XfinityEmilyB

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XfinityEmilyB

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