Contributor
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30 Messages
"Internet is offline" but connection is working fine
I was surprised over the weekend when I logged into the Xfinity app on my phone and was told "Your home internet is offline". Got home to check my connection and everything looks fine. Can browse the internet, streaming is fine. I can even log into this forum and post this message! So what's going on?
My modem is a Motorola MB8611. Been in service for a couple years. Only thing special is an attenuator installed by a Comcast technican to fix some high signal levels.
Things I've checked:
- Cycled power several times with no change in status
- Cable connections seem tight
- Logged into modem and checked signal levels. All between 6.5 and 0 dBmV.
- Zero uncorrected errors on the QAM channels. A few thousand uncorrected errors on the OFDM channel (but my connection is only 400 Mbps)
- Modem firmware version has not changed
I searched the forum for other posts about this problem but they usually involved new modems with possible provisioning problems.
Do I need a ticket?
Accepted Solution
joeydog
Contributor
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30 Messages
1 year ago
Finally! After two and a half weeks, someone finally got around to fixing the problem. As support guessed, it was on their end. Pulled up the Xfinity app last night and was surprised to see a lot of ads and the app saying "Your ... MB8611 is online". Yay. They didn't even need to reset my modem to fix the problem. I'm curious how their systems got into the wrong connection state.
My internet connection was working the entire time I was waiting so I was patient with Xfinity/Comcast. Glad to see it finally fixed.
Uncovered a REALLY stupid design problem with the Xfinity app though. When connection is lost with your modem, a lot of features of the app are blocked or stop working. The one that was important for me was the WiFi Hotspot map. Because Comcast thought my modem was offline, it wouldn't let me access the WiFi Hotspots map! Shaking my head. Can imagine having a truly broken modem and not being able to find a hotspot to get by, all the while paying a monthly bill. Come on.
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XfinityJeniece
Official Employee
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3K Messages
1 year ago
Hey there, @joeydog thanks for reaching out through Xfinity Forums regarding the ongoing issue with your modem. I would be happy to take a look at your modem details on our end. If you can please send us a Direct Message with your full name and your full address.
To send a "Direct Message" to Xfinity Support:
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.
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