user_ab0276's profile

Contributor

 • 

77 Messages

Tuesday, November 5th, 2024 9:08 PM

No Internet since service upgrade in my neighborhood

On Monday I got a text that Xifnity would be doing upgrades in my area to improve service.  The Internet went out about 3 times for 10 minutes then came back up.  Although they didn't finish everything and stated they would be back Thursday the 8th to finish, everything was at least working.

 Last night, internet went out for about an hour but came back on.  This morning it went out at 7:30AM and stayed out until I came home and unplugged modem (my own personal Arris T25 I've been using for 2 years) and it started working again.  My Xg1v4 x1 box however wasn't working and multiple power cycles did not fix it.  Stupidly, I unplugged modem again to troubleshoot x1 box and now I can't get the modem to reconnect.  I get upstream/downstream but the Online light just flashes.  They are coming tomorrow to look at it and are blaming my modem as the problem.  It is not my modem causing the problem.  Anyone have any advice or should I just assume the technicians messed something up while doing the neighborhood upgrade.

Official Employee

 • 

1.7K Messages

15 days ago

Thank you for reaching out to us @user_ab0276! We do recommend unplugging the modem for about a minute to power cycle and restart the device after maintenance or unexpected interruptions have been completed in the area. It was an important troubleshooting step that we are glad you tried. 

 

Our technicians typically inspect the lines inside and outside the home. When they were at your home yesterday, did they determine the cause?

Contributor

 • 

77 Messages

@XfinityAldrik​ During the upgrade in my area something got messed up and the Upstream coming into my house was over 60db, which is way too high.  I was without my services for almost 36 hours until someone came back out and went up in the lines to fix the problem.

Official Employee

 • 

2.5K Messages

To confirm everything is working at this time? 

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
forum icon

New to the Community?

Start Here