1 Message
Internet Unusable
Hello,
I got home from a week long vacation and found the internet was out, and in the 24 hours since then it’s been dropping out every 15-30 minutes. Restarting the modem will grant me a few minutes of internet access but it quickly drops out and will not work until I unplug the router. So far I’ve done a hard reset on the router with the button on the back, I’ve checked the coax cable and the connections, I went through the guide posted by user EG and checked the signal and power levels, which seem to be within the normal range. This is affecting my devices on WiFi as well as my computer which is connected via Ethernet cable. When the internet goes out the US/DS light blinks and the online light is off, however if I leave it alone for long enough the lights when go solid but the internet still doesn’t work. I’m hoping I need a new router/modem but it’s very hard to figure out how to get a technician out to replace it so I’m posting here.
XfinityRaf
Official Employee
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836 Messages
1 month ago
Good afternoon @user_uw0xmw. Thanks for reporting your internet issue to us. If you could send our team a direct message with your full name and full address, we can further investigate.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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EG
Expert
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109.7K Messages
1 month ago
@user_uw0xmw @XfinityRaf
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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