2 Messages
NetGear Cable Modem Router won’t connect online
My NetGear disconnected from the internet after it was working. I tried rebooting and factory resetting but it won’t connect back to xfinity and the downstream led is constantly blinking.
Help please???
comments???
flatlander3
Problem Solver
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1.5K Messages
2 years ago
Local outage/maintenance/known problem going on? You can login and check here: https://www.xfinity.com/support/status-map It's not much help, but sometimes provides a time estimate.
Your modem won't tell you anything useful, it will just say "not connected" and you can't view line stats when it' s not connected.
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BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
If the outage map doesn't show a problem, the cause may be poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx. $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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XfinityGabriel
Official Employee
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2.2K Messages
2 years ago
Oh no, @Ball1245! Thanks for taking the time to visit our forums' page for help with getting your modem connected back online. I am never happy when my internet service is down so I can relate to the inconvenience that this can cause. I am sorry to learn about this experience. We can help. I see that it has been over 2 days since you reached out. How is the services currently working for you today?
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XfinityGabriel
Official Employee
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2.2K Messages
2 years ago
That is great news,@Ball1245! You should know that I am an expert in saving our valued customers' money on their services. If you have time, would you like me to do an account review to see if we have any promotional savings for your services?
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