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user_9j828n
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Visitor

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4 Messages

Sunday, June 14th, 2026 5:28 AM

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?

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user_9j828n

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4 Messages

2 hours ago

A tech arrived and solved my connectivity issues on Wednesday. The primary issue was damaged equipment on the pole leading into my house (I don't know exactly what was replaced). He also replaced all coax connectors on the line and added another filter inside the house.

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XfinityJustinM

Official Employee

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820 Messages

7 days 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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user_9j828n

Visitor

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4 Messages

Hi Justin,

Last night I checked the coax connection into my house and installed new connectors to rule out any issues there. 

I just reactivated my original modem (Netgear Nighthawk C7000) with Xfinity. The modem went through the setup process fine, and I even had Internet connection for a moment during the setup. After setup was complete and the modem restarted, it's back to the state where it's not locking in an upstream connection.

I got a message from Xfinity assistant around 8:30 saying there were not outages found in my area. I don't know if this means a tech was checking the lines or it was an automated message or something.

To rule out any modem failure, I'm going to try a brand new one and get back to you.

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7 days ago

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XfinityJustinM

Official Employee

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820 Messages

Typically, that's just an automated message, but I appreciate the additional context. The next the best step will be reviewing your network more closely, @user_9j828n. Please send our team a direct message with your full name and service address. 


How to Send Us a Direct Message:
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.  A "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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 days ago

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