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user_fth4yf
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Friday, December 15th, 2023 8:53 PM

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Router troubleshooting

Hello,

We've been having internet issues with our router, we have tried to restart many times and still we keep losing our internet connection.  I can not sign in through xfinity internet connection option through my tv. Maybe we need a new router?

Question

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Updated 

1 year ago

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2

CCJodie

Problem Solver

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1.3K Messages

1 year ago

@user_fth4yf Hello, thanks for the post. Is the router an Xfinity modem? Also, is the tv the only device having issues connecting?

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0

user_2rxqvl

1 Message

1 year ago

Please give me the option to request a remote router reset and router troubleshoot. I use a dumb phone so when I try to get support with the router, the Artificial Stupidity module sends me URL links which I can't use. Then it sends me long text messages which I can't read. Dumb phones don't have the capacity to scroll.  There is no remedy, no way to ask to have someone remotely check the malfunctioning router, update its software if needed, and remotely reset it if needed. I'm wasting way too much time on this today, but at least after powering down the router and playing "try to get the Artificial Stupidity to give me even one single bit of useful information" the router is temporarily functioning again. Before sending me useless URL links which I can't use on a dumb phone, send me a number to contact someone and let them know the router is malfunctioning so they can reset it. Please give me a way to request a router troubleshoot/update/reset without wasting an hour and a half of my time.

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XfinityTy

Official Employee

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376 Messages

Hello! I apologize that you have experienced issues when trying to troubleshoot your internet connection. The telephone number to our Customer Support line is: 1-800-Xfinity (800-934-6489). If you have the ability to download the Xfinity App, you will be able to easily troubleshoot and send signals to your modem via this app. Downloading the app is easy, and you can search for the app on Google Play or the Apple App store, depending on the type of phone that you have (https://www.xfinity.com/apps). However, I would love to provide you with the support that you need right here if that works best for you. 

Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

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1 year ago

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