Visitor
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2 Messages
No internet/modem says no signal
My internet was working fine all day and suddenly dropped out, after going through 100 checks of my cables tight and plugged in I talked to someone who said my modem isn't receiving a signal, after going back and forth they did something with a boot file which seemed to fix it and then said docsis health is red and my internet went out again. I haven't had any issues and no reported outages before this.
Why suddenly can my modem not be found/signal and no internet?
EG
Expert
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114.7K Messages
22 days ago
When the connection is up, what do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
What is the exact make and model number of the modem / gateway device ?
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XfinityJamesC
Official Employee
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2.6K Messages
20 days ago
Greetings, @Jon1021! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance.
If your docsis health suddenly turned red, there could be an issue with your modem, or possibly a physical connection issue in the line leading up to your modem. Checking the integrity of your cables and connections inside is a great first step, but it could also be an external connection point that would need to be addressed by a technician.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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EG
Expert
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114.7K Messages
20 days ago
@Jon1021
My questions ? Please respond right here in your topic on these public help forums. Thank you.
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