2 Messages
Gateway constantly needs to be reset; needs replaced.
My Xfinity gateway is constantly needing reset. Internet will go down, we reset or power cycle it and it comes back up. Sometimes for a day or two or maybe 15 minutes. This evening, we have had to reset it about 5 times in the last two hours. I suspect I will need a new gateway. What do I need to get a replacement?
Larry
XfinityRoberto
Official Employee
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1.5K Messages
21 days ago
Hi there @user_0ca5bw. I am sorry to hear that you are having Internet issues every day. You are in the right place and we are happy to assist you today. Now when you see the Internet go out, what lights are on or off on the modem?
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BruceW
Gold Problem Solver
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26.1K Messages
16 days ago
A bad gateway is a possibility, but it's much more likely that there is a problem with the link between your gateway and Comcast's network. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://10.0.0.1):
Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.
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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