1 Message
COAX OUTLET SUDDENLY STOPPED WORKING
I moved from an apartment to a townhouse this passed April and had no issues with the self install portion of my gateway. Yesterday morning it was working perfectly but when I came home from work last night the wifi was connected but had no signal? I restarted the gateway to see if that would fix things (it usually does) but it didn't. The light was still blinking orange and the app told me the issue was the coax outlet but I was using the same outlet I've used since April and had no problem. When I moved it to a different coax outlet (the one in my bedroom) I got the same message in the app. It just doesn't sound right that everything was working perfectly for months and then one day out of the blue it stopped working when nothing has changed and there are no outages in the area. I've had the worst week from work and just want to play my video games. My roommate and I were at work all day and no one's touched it so I just don't understand. Help!
BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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XfinityAmandaB
Official Employee
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2.1K Messages
2 years ago
@wififiend Thank you so much for reaching out for help with your Outlets not working. If you still need assistance please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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