Visitor
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2 Messages
Outage
Hello,
At around 6pm Saturday, I power cycled my modem due to extremely slow internet connection. When the modem rebooted, I was unable to establish a stable upstream connection.
I swapped out my current modem with an old one, and it behaved the same way. To verify the coax cables inside my house were not faulty, I directly connected both modems to the coax line running directly into the house. Both modems were still unable to establish a stable connection.
I think the heavy storms this week could have damaged the cable line running into my house. Would it be possible for a tech to inspect the lines for damage please?
XfinityJustinM
Official Employee
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801 Messages
5 hours ago
Greetings @user_9j828n,
I like that you've already taken it upon yourself to do some experimenting with the modems. We're absolutely here to help you get back up to the proper speeds, but there may be a few more things that could be impacting your network quality. When you swapped the modems, did you use the Xfinity app to reactivate the devices?
Also, whilst swapping the devices did you inspect the coax cable or connectors? Our troubleshooting guide on the forums comes in handy just for times like this.
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