3 Messages
Gateway issues
I've had the modem for almost a month now. The first couple weeks went by with no issues. But, since last Thursday, it seems to have issues.
The wi-fi is recognizable and can be saved on devices but it does not connect to the internet anymore. At times, it will disappear from the wi-fi list completely.
I've had to resort to ethernet and a router. They work fine but, around every 30 minutes or so, the Gateway modem seems to do a reset of sorts. Even with the ethernet and router, videos and streams will freeze for about ten seconds and then resume with the gateway reset.
I have done every standard troubleshooting (unplug the modem, app reset, hard modem reset) and the issue persists to this day.
XfinityPeterH
Official Employee
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1.6K Messages
13 days ago
@Rally
Our team would be happy to help continue troubleshooting with you and if needed we can see about setting up an appointment for a tech to come help. Please feel free to send us a direct message with your full name and complete address.
Here is a great step by step process on how to send us a direct message.
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
• Press Enter to send it
Check out for example on how to send us a Direct Message: https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e
(edited)
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EG
Expert
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108.3K Messages
12 days ago
@Rally82 @XfinityPeterH
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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Rally82
3 Messages
2 days ago
After a week of issues, it came to be that there was a service/technical interruption in my area that wasn't really mentioned on the app. With that fixed some time later, along with having my personal router bridged (which I didn't think was fully necessary), the service is back to normal. Thanks to the support team for going through all of this with me. :)
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