Visitor

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2 Messages

Monday, April 27th, 2026 10:09 PM

getting my gateway back online after moving my gateway from downstairs to upstairs

I moved my gateway, wifi extender and modem upstairs to my room from the basement. The xfinity app says my gateway is offline but the wifi extender is online. I only have half the things I use online that work. I have 2 computers with 1 of them working sometimes and the other will not load the work my Mother needs to do. The TV's do not work long enough to even watch tv at all. 

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Official Employee

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3.3K Messages

1 month ago

 

user_gby8uc Thanks for reaching out! It sounds like the coaxial cable outlet you connected the Xfinity Gateway to is not active, or connected to the Comcast cable drop. In order to evaluate if the outlet can be activated in your home, we would need to send out a technician which would be a $100.00 charge. 

 

Visitor

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2 Messages

I'm getting my issue resolved this coming Friday. Thanks for checking.

Official Employee

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3.5K Messages

 

user_gby8uc - Great! We'll keep this chat open and check in with you then to confirm you're all set.

 

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Official Employee

 • 

173 Messages

Greetings @user_gby8uc, we are following up to see if the issue is resolved. Kindly let us know? We are happy to help!

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
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