Visitor
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1 Message
Unable to activate Gateway
I've followed the app instructions, which were mostly straightforward (aside from the fact that I couldn't find the CM MAC number where it was supposed to be) but got stuck when it said to wait five minutes for the top three lights to remain on. I've waited for up to half an hour each time after restarting it twice, but it consistently returns to the same state:
- Power - ON
- US/DS - Flashing
- Online - OFF
- 2.4GHz - Flashing
- 5GHz - Flashing
- (All remaining lights) - OFF
Clearly something is wrong with the coax connection. The app and Assistant both uselessly direct me to just check both cables and try again, and then immediately leap to scheduling a technician visit. For several reasons but principally not wanting to wait if it's some simple fix or basic thing I've overlooked, I'd rather make sure I've actually done everything I can myself first. And so I have found myself here, hoping to find an actual person who might be able to help me troubleshoot in some actual detail beyond simply turning it off and back on. What do you advise?
BruceW
Gold Problem Solver
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26.4K Messages
15 hours ago
A flashing US/DS light indicates a problem with the link between your gateway and Comcast's network. These are often due to 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.
It sounds like you have done all you can do, but perhaps Internet Troubleshooting Tips will have something helpful.
If you can't find the problem 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.
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