Visitor
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2 Messages
My internet stopped
I’m a new customer and my Wi-Fi was just installed about a month ago and it was working perfectly fine and all of a sudden it just stops working and I tried to do everything that AI Assistant told me to do and it still isn’t working and it’s set me up for an appointment for a tech visit in a week from now. I can’t figure out how to get a hold of you guys any other way so I’m trying this.
EG
Expert
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118.8K Messages
2 days ago
As a test, does a computer / device that is hardwired directly to the router / gateway device with an Ethernet cable have the same problem ?
With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system, which would, of course, affect both. It's a good first step in troubleshooting before proceeding any further.
Is / are the light / lights on the modem lit steadily, or are they blinking (what color)?
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XfinityMatthew
Official Employee
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1.9K Messages
8 hours ago
@user_1dhm7p Sorry to hear the internet is having trouble. A blinking orange light can indicate an activation issues or just general connection issues. Either way it signals issues with it trying to make the connection to the network. It sounds like you've done all the basic troubleshooting. We do recommend making sure all the cables are fully tightened if you haven't double-checked those.
But we can certainly run some additional tests and check the account for anything that may be causing it. Worst case if nothing stands out then we would normally proceed with a tech at that point. Please send us a direct message with your full name and service address and we can take a look.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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118.8K Messages
2 hours ago
@XfinityMatthew
FWIW, they've got FTTH connection (an ONT and a gateway), not a conventional coax connection. You can't "tighten" a fiber optic connector.
@user_1dhm7p
My first advice to you was assuming that you had a coax connection. My bad, sorry. Hmmm. It's a bit strange that all the lights on the ONT are green/normal, but the gateway light is blinking. Since they are using Ethernet (not coax) to connect the ONT to the gateway, check that the cord is fully seated, unplug it on both ends, and re-seat it. Still N/G, try swapping it out with a known to be good one.
Still N/G, try getting the gateway swapped for another. It may be malfunctioning. Good luck ! And please post back with how things turn out.
(edited)
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