Wifi suddenly went down, and upon doing the reset, the router won’t turn back on (no lights)

I was playing some games with my friends last night, and suddenly they cut out and the wifi connected to my phone and PlayStation suddenly went offline. I went over to the router and the light was a different color than normal (don’t recall which).

I followed the steps the app was telling me; checking the tightness of the plugs, and then unplugging the power source. But when I plugged the power back in, nothing came on. No lights whatsoever.

I’ve tested the outlet with different electrical items, and it works. But the modem seemingly just won’t turn on. Even with multiple unplugs and pressing the button on the back for periods of time. Bummer because it was working fine before and I haven’t even had it all that long.

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XfinityRaul

Official Employee

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3.2K Messages

2 hours ago

@user_edetwc Thanks for reaching out to us via Forums. I also appreciate you using your resources to troubleshoot the modem. Besides checking the tightness of the plugs, completing a power cycle and checking the outlet with other devices, did you by any chance use the Xfinity app to reset the modem?

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user_edetwc

Visitor

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2 Messages

@XfinityRaul

I believe I’ve used the app for every step of the way so far. I followed the steps off the app, which is still telling me that my internet is offline. I’ve gone through Xfinity assistant a few times and just now, and it says “the connection has been dropping on and off.”

Service hasn’t come back on yet, even now the morning after. And it seems to be pushing for a technician visit, but I’d prefer to avoid that if possible.

And just now I attempted to reset the modem via the app, and it literally won’t let me select the “Reset internet modem/router” option. It did however let me push the “Activate modem” option, and just giving it a shot didn’t work either.

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2 hours ago

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XfinityTommy

Official Employee

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3.3K Messages

user_edetwc Gotcha! Thank you so much for the details. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
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• Click the "Direct Message" icon
• Click the "Start New Conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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2 hours ago

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Customer Service

user_edetwc

Wifi suddenly went down, and upon doing the reset, the router won’t turn back on (no lights)

XfinityRaul

user_edetwc

XfinityTommy

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