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user_a8364d
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3 Messages

Sunday, December 5th, 2021 3:10 AM

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Motorola 7550 activated but no internet/wifi

I setup & activated the mg7550 2 days ago via xfinity app and internet/WiFi worked. Note: app said it was only a modem - vs. a modem/router which is an approved xfinity equipment. Tech support could not explain this but system worked.

Now, today I am not getting internet/WiFi and nothing was changed. Have restarted equipment several times, changed to a different drop and reset to default settings- still no internet/WiFi. No outages in my area.

Any ideas? Solutions? I saw another post about the xfinity app not working with non xfinity router. Do I need to setup in a different manner?

Thanks for any assistance.

Question

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3 years ago

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Accepted Solution

XfinityVianney

Official Employee

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2.1K Messages

3 years ago

Hi, @user_a8364d. Thank you for creating this post, so we can help troubleshoot this further. Even if it's not our modem, you can still complete the activation process. I'll dive in to see what could be the cause. Was the modem performing well before today, or have you not been online since you activated the modem? Have you tested both a wireless and hardwired connection? Lastly, can you confirm if you can see your network ID listed on your device?

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user_a8364d

Visitor

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3 Messages

@XfinityVianney Hi, thanks for the response. No access to wifi or via Ethernet. Xfinity tech support says the line is unstable since there hasn’t been service to the house for 18 months. Service tech coming today to troubleshoot and hopefully resolve.

Stay tuned.

3 years ago

0

XfinityAmira

Official Employee

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4.1K Messages

Ok, we look forward to hearing back from you with an update. Please let us know if we can be of any other assistance in the meantime, we're here to help. Thanks and we appreciate you being the best thing about Xfinity. 

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 a reply as the Accepted Answer.tick

3 years ago

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user_a8364d

Visitor

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3 Messages

Tech made on site visit to house. All wiring was ok. Multiple reboots and resets to modem failed to re-activate connection even though Xfinity on line support could still see modem MAC and s/n . Finally determined via phone call with Motorola tech support that modem was defective. Bummer!!  So now running with Xfinity gateway combo and have returned Motorola bad box.

Case closed . No more Moto 😖

3 years ago

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CCAmir

Gold Problem Solver

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7.2K Messages

Thank you for sharing this information with us here, we are happy that you were able to get this taken care of with Motorola. We encourage all of our customers to use the equipment that works best for them, but we also champion our XB7 modem router combo for ths exact reason. When things go wrong with our equipment we replace it free of charge. I am glad that you have made the switch, and are now able to take full advantage of your data services. Feel free to reach back out to us here if you need anything else, we are happy to help :) 

I no longer work for Comcast.

3 years ago

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