Skip to main content

    Support

    Offers

sgtjdc's profile
sgtjdc
20th Anniversary celebration
Responsive
Conversation Starter

Contributor

 • 

54 Messages

Wednesday, August 2nd, 2023 5:47 PM

Closed

Instructions to restart the Router

The instructions to restart the router should specify that if you have a battery installed in the router, you need to unplug the router and remove the battery before you restart it 30 second later. Then put back the battery when the router is working again.

Question

 • 

Updated 

2 years ago

9.6K

2

0

Was this helpful?

XfinityNicolas

Official Employee

 • 

1.1K Messages

2 years ago

Hey @sgtjdc, thank you for reaching our on our forums and for your feedback. Are you taking about the instructions in the user manual, another place, or just in general when working with customers?

 

0

0

sgtjdc

Contributor

 • 

54 Messages

2 years ago

After an outage, my Wi-Fi was spotty.  I used the Xfinity app in my cellphone to try to reboot the Modem. The instructions there and I am sure in the website, only said to unplug the router for 30 seconds. After a few attempts, I asked Xfinity for help.  I think it was all automated, but I received a text in my cellphone that it could not be done, and they scheduled a tech to come to my house. I then remembered a similar problem some time ago and this time after unplugging the modem I also took out the battery. This time it rebooted, and everything was fixed.  I then reinserted the battery with the power on and cancelled the tech visit.

1

0

XfinityJustinC

Official Employee

 • 

934 Messages

Hi, @sgtjdc. We definitely appreciate the feedback on how to improve the troubleshooting experience, and for you taking the time to create a post where other people can view the information you provided in regard to removing the battery. 

 

From experience, when performing troubleshooting from my end. There is a specific step that mentions the removing of a back-up battery, then place back on the device when running the process. Having that in the self-service option in the great Xfinity Assistant, Xfinity App, or when running self-help troubleshooting when logged into your account online would definitely be beneficial. I will definitely make sure to pass along this valueable feedback. 

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

2 years ago

0

forum icon

New to the Community?

Start Here