Visitor
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1 Message
Can't even report outage
My wifi has been completely down since yesterday morning. It has shown connected with no internet this entire time. At the time, when going into the Status Center, it said that there was no outage and there was no problem with my modem and that everything was fine (which was completely untrue). I went through all the diagnostic procedures from the website and the Assistant, and all of it did nothing. To make it even better, the Assistant texted me a prompt where I could request more help if my problems weren't fixed (they weren't), and even now the customized link it sent me is completely broken and I can't even open it. I gave up last night and figured I'd try it again, and still nothing works. However, now, xfinity is saying everything is fine (it says no outages, network is fine, modem is fine, and all my services are up) so the Assistant won't even do anything other than restart my modem (which of course does nothing), and because Xfinity itself says there's no outage, I can't even report that I'm having an outage so obviously they're not going to do anything about it. And all the while, I'm obviously being charged for my internet, and I can't even request for reimbursement charges because Xfinity popped up a note yesterday saying they were going to do maintence at 12:00AM central today to "improve performance". Nothing has changed on my end before, during, and after said "maintenance." It's all still connected with zero internet. Looks like it's just a ploy to not allow me to request credit for my outages by saying "But see, there was maintenance going on." As I do a substantial part of my work at home, if Xfinity isn't going to do anything soon, I'm afraid I'm just going to have to turn to someone who will.
CCXanadu
Retired Employee
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300 Messages
2 years ago
@user_9cef35 thanks for reaching out on our Forums as an additional resource! It sounds like you have tried a few self-service options which is great, but I want it to be the best for you. You mentioned the Xfinity Assistant and app are not detecting an interruption in your area and there was no detection of an issue with your modem. You also mentioned that your WiFi is down. Do you have a gateway (modem & router combo) or a separate modem and router?
If you have your own equipment and not a gateway, I would recommend a full power cycle of both devices. First, you'd want to unplug the power cable from both router and modem, but there is an order of which to connect back to power. You will want to connect the modem first and allow for it to establish its connection and come fully online before restoring power to the router. This will allow for channel bonding to be established for both the downstream and upstream signals. Then, once confirmed the modem is online, you'd restore the router's power.
If you have a gateway (rented or owned) can you tell me the status of any device that is hardwired directly to the gateway using an ethernet cable? If there is a connection established while hardwired but not using WiFi, this will give insight to if the issue is with the functionality of the router.
I look forward to hearing more soon!
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user_homn1s
1 Message
1 year ago
Hi - I have a gateway modem that has a red light on - no WiFi connection at all yet no outages in my area.
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EG
Expert
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110K Messages
1 year ago
@user_homn1s
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's old thread can delay getting help.
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