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user_qhmmyj
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4 Messages

Tuesday, July 8th, 2025

my gateway has gone out 3 times so far

my xfi complete gateway has gone out 3 times now but when i unplug it then  plug it back in the internet comes back on.. it seems to be happening only around 4pm to 6 pm... im very skeptical on the tech company's but i would like to think it just the equipment.. im pretty loyal to xfinity and have been for 5 years now and never had one late payment.. and i pay the most i can pay... its not about the money its about reliability.. i have cameras and a security system... im prettty quit as long as my internet work theres now problems... and ive been with xfinity for so long that i dont want to start all over with a new company... i would also like to metion after the gateway went out twice i callled xfinity and they said there was no technical issues... i would like to know if i just need a new gateway or what i should do to to insure reliability 

Tony

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13 days ago

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EG

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112.1K Messages

21 days ago

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XfinityShawn

Official Employee

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1.7K Messages

20 days ago

 

user_qhmmyj Since you have already been in contact with our support team on this, my team can further help you on our end. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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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user_qhmmyj

4 Messages

My gateway keeps going out everyday and that means a pattern... so there has to be something wrong with the gateway possibly the software... but the light turns solid red and I have to unplug it and it takes a min to come back on but it does come back on... there is a tech coming out today so hopefully they can figure it out ... I couldnt figure out how to direct message only cuz im not on my pc  but if needed I will but my email is [Edited: "Personal Information"]... 

(edited)

Tony

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15 days ago

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XfinityBenjaminM

Official Employee

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2.3K Messages

 

user_qhmmyj Unfortunately, we cannot email you directly. If you still need assistance after the technician comes out, please let us know. You may have to check your Forums profile and make sure you have Direct Messaging enabled, and then follow the steps we previously provided.

 

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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.
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13 days ago

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