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user_816d0f
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Wednesday, December 13th, 2023 4:16 PM

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Gateway goes offline whenever I unplug ethernet from my laptop

My whole Gateway has been consistently going offline within a minute or two of unplugging the ethernet connection from my laptop. A restart of my gateway will usually do the trick, but it's frustrating to have to reset my gateway every time I want to take my laptop around the house. I have a 2019 Macbook Pro with a powered USB-C hub connecting the ethernet cable. 

I had a friend suggest that the gateway may be triggering bridge mode for some reason. When inspecting the admin settings, bridge is disabled, but I did notice I was using the second ethernet port which is the one with bridge capabilities, so I tried using the first port ethernet port instead. That made no difference.

Any suggestions on what might be happening/possible solutions?

Question

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Updated 

1 year ago

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XfinityRoberto

Official Employee

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1.7K Messages

1 year ago

Hello and welcome to Comcast @user_816d0f. I am sorry to hear that you are experiencing issues with your Internet service. You are in the right place and we are happy to assist you today. When the gateway goes offline, do you see the power light flash, stay solid on, or does it go off? 

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user_816d0f

3 Messages

Thanks for the reply! When it goes offline it flashes green.

1 year ago

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XfinityRay

Official Employee

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2.7K Messages

Thanks for letting us know it flashes green, @user_816d0f. When you unplug the ethernet for the laptop are you keeping the USB-C hub connected to the modem or do you disconnect all of it? Is this the only device you notice internet trouble with, even if it is not making the modem reset or go offline? 

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1 year ago

0

user_816d0f

3 Messages

1 year ago

When I disconnect my laptop I only unplug the hub from the laptop, the ethernet cable from the modem stays connected to the hub.

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XfinityMarcus

Official Employee

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1.4K Messages

@user_816d0f, thank you for using the Community Forums page to reach out. This is a very odd issue with your gateway that we would be happy to assist with. Have you already tried troubleshooting your equipment at all using the Xfinity Support site?

 

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

1 year ago

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