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Friday, August 4th, 2023 7:04 AM

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What if I have faulty coaxial cable

I'm trying to install Xfinity home internet via the Xfinity app, but I encountered an error: 'We couldn't find your gateway.' I checked my cable up to the electrical pole, and it seems to be fine. I even tried linking the Xfinity router directly to the 4-way connector located on the nearest electrical pole, but I still encountered the same error. I suspect there might be a break in the coaxial cable somewhere. After the electrical pole, the coaxial cable crosses the street, and I cannot check it further. What should I do next?

Accepted Solution

Official Employee

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1.8K Messages

2 years ago

That is a great question @user_2c5f06, we would need to send out a technician to make that determination. We'd like to take a closer look at your equipment and signal levels. Can you please send us a Direct Message, so we can better assist? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

 

Problem Solver

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1.5K Messages

2 years ago

Depends on the model but if it's an Xfinity gateway, what are the LED lights on the gateway doing?  Other gateways/modems may have up/down arrows and a globe symbol that stay on steady when connected.  It may take a while to connect  https://www.xfinity.com/support/articles/xfi-gateway-led-lights 

If the line is active and it is able to connect, @EG provided instructions for a captive portal method you could try with a web browser, or direct activate by telephone number here you could try if the app is failing:  https://forums.xfinity.com/conversations/your-home-network/modem-activation-app-error/64cb2e910c375e358730596f 

Expert

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108.7K Messages

2 years ago

Did you just move there and / or, is a new service install ? If so, the line may have been deliberately disconnected by them at the tap on the pole. You may need a tech out to reconnect it. Good luck !

Official Employee

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1.8K Messages

2 years ago

Welcome to our community forum, @user_2c5f06 and thank you so much for taking time to offer your help, @flatlander3 and @EG! You've definitely gone above and beyond what we'd expect from you as far as troubleshooting goes and I appreciate you trying to find a solution before reaching out :). It looks like we have a technician scheduled to help with the install so I'll follow up with you here in this thread to see how that went once it's complete. In the meantime, do you happen to have more than one coax outlet in your home? If so, have you tried activating your modem with a different outlet? Your account is set up for self install so there should be at least one active outlet. 

Expert

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108.7K Messages

@XfinityEmilyB​ wrote;

and thank you so much for taking time to offer your help, @flatlander3 and @EG!

Quite welcome !

Your account is set up for self install so there should be at least one active outlet.

FWIW. "Should" is the operative word here... Many many times over the years here we've seen that to NOT be the case. The left hand doesn't always know what the right hand is doing...  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Official Employee

 • 

1.8K Messages

2 years ago

Good evening @user_2c5f06, we wanted to check in to see if you were able to get your internet issues resolved? Please let us know if you need further assistance as we want to ensure that you are able to enjoy your services. 

 

2 Messages

2 years ago

Hello, thank you for the fast responses. I'm adding more information here:

1. This is a new service installation, but I already have a coaxial cable running into my house.

2. I'm using a router provided by Xfinity, model XB3.

3.  The router's US/DS lights are blinking, and the 'online' light is off. The other lights are solid. I waited for about an hour to allow it time to connect.

4. There are 2 outlets in my house, and I've tried both of them. I even attempted to use a connector located outside near the electrical pole. However, I had the same result.

Could there be a break in the coaxial cable somewhere after the electrical pole?

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