1 Message
Just moved and now my modem has a flashing green downstream arrow, cannot connect to service.
I have my own modem and router, it was working just a few hours ago at my old address, I scheduled the move for the same day and set up a new account. My plan is active and everything is all set, but the app says it can't connect to my modem. Everything is wired properly and the Xfinity assistant couldn't help. I'm not going to pay $100 for a tech to come out just to see nothing is wrong. I checked the Xfinity box on the side of the house and yea, all seems fine it's all connected and secured. I have no idea why it's being so difficult.
EG
Expert
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110K Messages
1 year ago
It sounds like the other end of the coax drop line may have been disconnected from the tap on the pole / pedestal by them. This is typical in between move-outs and move-ins. You'll likely need a tech out to investigate / reconnect it. If they find that to be the problem, then there should be no charge to you as it was something that was deliberately done by them on their side of the demarcation point. Good luck!
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XfinityKatie
Official Employee
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744 Messages
1 year ago
@Nateb2 Hello! Thank you for using our community here for assistance with your internet. We know being able to have a working connection is crucial, so we'd love to help. @EG provided a lot of helpful information, thank you for that! It sounds like it may be a connection issue, and I'd like to see if we can show that your outside line has been disconnected or not. To help keep your information secure, can you send our team a direct message with your full name and address so we can look into this together? To send us a message, just use the link provided or the direct message icon in the top right-hand corner of the screen. Then, click "new message", type "Xfinity Support" and select that profile to send us a message directly. We look forward to hearing from you!
[Edit: Tagged poster]
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