Visitor
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1 Message
Orange cable disconnected
My internet has stopped working: blinking orange light on gateway. I did normal gateway troubleshooting and then replaced the Xfinity gateway with another from Xfinity. That didn’t help.
I recalled that my outdoor cable line runs on the ground through a vacant lot next door. I took a look and that orange cable appears to be disconnected from the pole.
I don’t want the orange cable just running on the ground and I’d like a better permanent install. How can I get this addressed?
EG
Expert
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119.5K Messages
2 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityKam
Official Employee
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323 Messages
1 hour ago
@user_plqlgq Thank you for bringing this to our attention. If the drop line has become disconnected from the pole, and you’re seeing a blinking orange light on the gateway after replacing equipment and troubleshooting, that would point to an issue with the outside connection rather than the gateway itself.
We definitely want to get that line inspected and reconnected, and the technician can also evaluate the route of the drop for a more permanent solution if the cable is currently laying across the ground through a neighboring lot. While the final installation method would depend on the site conditions and local requirements, a field technician can determine the best option during the visit. Please send us a direct message
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