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Rtayjha25
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3 Messages

Saturday, July 18th, 2026 5:44 PM

Internet isn't working

Good morning! 

I purchased Wi-Fi yesterday from Xfinity and it's not working. I followed the prompts for setting up the activation as the app said but the light never went white. I have two coax wall plugins in my apartment and tried both of those and neither worked, I also tried different outlets and those didn't work either. I'm not sure what else to do, if I could get some guidance that would be great thank you!

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16 hours ago

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EG

Expert

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119.4K Messages

3 days ago

First. Check their site for official info on any possible local outages here;


https://www.xfinity.com/support/status 


Use a cell phone internet service, a public WiFi hotspot, or a neighbor's internet if you need to in order to check it.


Or you can use their Xfinity App: https://www.xfinity.com/apps 



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Rtayjha25

Visitor

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3 Messages

There were/are no power outages, but that was a good idea thank you! 

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3 days ago

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EG

Expert

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119.4K Messages

3 days ago

Is this a new service install / new move-in or an existing one?

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Rtayjha25

Visitor

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3 Messages

New service/new move in I just purchased it yesterday and have never had Xfinity. 

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3 days ago

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XfinityAngie

Official Employee

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2.8K Messages

 

Rtayjha25, thank you for working with our wonderful Expert. We should take a look at your account and see what is causing this. 

Please send us a DM with your name and address.

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.

2. Click the “Direct Messaging” icon.

3. Click the “Start new conversation” (pencil and paper) icon.

4. In the “To:" line, type “Xfinity Support”.

5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.

6. An “Xfinity Support” graphic will replace the “To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press “Enter” to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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 as Best Answer.tick

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16 hours ago

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EG

Expert

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119.4K Messages

3 days ago

If this is a new service installation / new move-in, the other end of the line has probably been disconnected from the Comcast feed. It's quite typical. You likely need a tech out to reconnect your premises to the active Comcast feed at the main splitter for the building / premises. If it's a multiple dwelling you can try to get the owner / manager / maintenance person to do it. You won't be able to activate the service with the app if your line is not connected to the system. Good luck ! And please post back here with how things turn out.

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EG

Expert

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119.4K Messages

16 hours ago

@Rtayjha25 @XfinityAngie 

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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