C

Monday, August 14th, 2023 4:26 AM

Closed

Brand new account. No router receives internet from modem.

Hello. New Xfinity customer here. I purchased a brand new Motorola MB8611 to use with my newer TP-Link Deco mesh system. I also have a TP-Link Archer AX50 as backup. 

My previous setup was CenturyLink Modem > AX50 > Deco, where the Deco was still in router mode and not access point. Everything worked very well. 

In our new home, though, I just need one network, but need it to reach further. So I want to do just Modem > Router/Deco. All of the equipment is mine, not owned by Xfinity. 

I set up the modem using the Xfinity app and that went off without a hitch. However, when I tried to plug in the Deco, it gave me a solid red light, meaning there was some sort of issue. Long story short, I finally got it factory reset and set it up as a new network. It shows that it is not receiving internet connection. 

So I unplugged that from both power and Ethernet, and tried to setup my AX50. I factory reset it before plugging in the Ethernet. Set it up as new. No connection to internet. 

The modem is showing all good signs - all blue icons on the front, and Xfinity app shows it’s good. I’ve restarted it several different ways. 

What’s going on here? Do I need to manually apply any specific settings in the routers’ dashboards to get Xfinity to work?

Accepted Solution

3 Messages

2 years ago

I was able to fix the issue. The ethernet cable that came with the modem was bad. 

Official Employee

 • 

1.1K Messages

Hey there again, thank you for giving us an update and I'm happy it is working for you now! That's bad luck the new cable wasn't working but I'm glad you had another to get it working.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

 • 

2.1K Messages

2 years ago

Greetings, @CafeRoaster01! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your new setup, but you have definitely come to the right place for assistance. Are you able to confirm an internet connection by connecting a device directly to your MB8611 (without any routers)?

Expert

 • 

110.1K Messages

2 years ago

@CafeRoaster01 

Just be advised that you will need to power cycle / reboot the MB8611 if you try the test that was suggested by @XfinityJamesC above.

Expert

 • 

110.1K Messages

2 years ago

Now closing this marked "Solved" topic.

forum icon

New to the Community?

Start Here