3 Messages
complete internet outage on home network
A nearby lightning strike coincided with a complete Internet outage in my household, yet Xfinity claims no outage in the area and therefore cannot/won't help. Have restarted modem several times to no avail. What else might be the issue?
BruceW
Gold Problem Solver
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26.6K Messages
2 years ago
What is the model number of the modem? If it's an Xfinity gateway, see https://www.xfinity.com/support/articles/broadband-gateways-userguides. What is the device light (or lights) doing? Are your Wifi devices down? How about Ethernet devices?
Comcast doesn't declare an "outage" unless a large number of customers are affected, but still would be able to fix the problem you are having.
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BruceW
Gold Problem Solver
•
26.6K Messages
2 years ago
When ever you change the device directly connected to a straight cable modem, you need to cycle the modem's power before if will communicate with the new device. A reset might work, but power cycling is more certain. Do you have an Ethernet device (computer? laptop?) you can connect to the modem for testing? Again, you need to power cycle the modem when you do that.
It's impossible to say what damage the lighting caused. You just have to test each device in the chain until you find the defective one(s). For $100 or so, Comcast will do this for you.
And again:
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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user_9fef3e
3 Messages
2 years ago
Thanks. I was able to connect my computer directly to the modem and connection was successful, so clearly it's an issue with the router. Unsure if it's normal for the entire mesh system to give out (since both pucks failed to work), but I'll have to look into replacing my router as a whole since there's no other path forward.
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