Internet not available

Hello!

I recently moved and have had trouble getting my gateway to provide an internet connection. Xfinity app shows an active status, admin is showing all statuses as active too. Upstream/downstream look fine and I don't think it's the coax connection point.

DNS is displaying 162.150.x.xx which AFAIK means traffic is getting blocked.

I've been through hours of phone calls with technicians and have been re-provisioned/[factory]reset multiple times.

Is there anything I can do to either escalate my existing tickets or look at next?

Responses

Oldest First

Selected Oldest First

XfinityEricB

Official Employee

•

3.6K Messages

1 month ago

user_n5qpq6 Thanks for reaching out to us here on Forums with your DNS settings giving you problems with getting online. This is certainly something we can assist with getting fixed, and happy to help get it resolved for you while checking any other work already completed by other teams that may still be pending. I'll need to review the account to see the current status of everything, and review previous troubleshooting done which requires account information sent to us in direct messages.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

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

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

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

Press Enter to send it.

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

0

Your Home Network

user_n5qpq6

Internet not available

XfinityEricB

New to the Community?