Hello @user_58ylwm! We appreciate you taking the time to reach out to our team on Forums. I am sorry to hear about the direct connection issues you're experiencing. My team is here to help, and we would be more than happy to further troubleshoot this with you.
To confirm, have you performed a manual reboot on the modem and ensured all connections going to the modem and wall are finger-tight on your end? Has this been an ongoing issue or did it just start to occur? To manually reboot, unplug the power cable from the back of the modem, wait 10-15 secs, plug the power cable back in, and allow 10 mins or less for the modem to reboot.
XfinityAmira
Official Employee
•
4.1K Messages
2 years ago
Hello @user_58ylwm! We appreciate you taking the time to reach out to our team on Forums. I am sorry to hear about the direct connection issues you're experiencing. My team is here to help, and we would be more than happy to further troubleshoot this with you.
To confirm, have you performed a manual reboot on the modem and ensured all connections going to the modem and wall are finger-tight on your end? Has this been an ongoing issue or did it just start to occur? To manually reboot, unplug the power cable from the back of the modem, wait 10-15 secs, plug the power cable back in, and allow 10 mins or less for the modem to reboot.
We look forward to hearing back from you.
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