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omaramo
1st Topic

3 Messages

Monday, August 19th, 2024 1:54 PM

Closed

XB7 Gateway blinking yellow/not connecting after power outage

Hello,

There was a power outage in my neighborhood while I was traveling and when I returned home the XB7 gateway could not connect to the internet and was blinking yellow. I did the usual troubleshooting steps:

  • Rebooted gateway
  • Checked cable connection to the gateway
  • Checked cables outside the house and did not see anything off there
  • Tried different cable ports in the house
  • Did a full factory reset of the gateway, after which when I connect to the wifi network, I get an Xfinity popup saying: "We can't detect a cable signal"

I'm guessing I might need a new gateway, or there's some issue with the cable that I wasn't able to spot.

Question

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Updated 

2 months ago

 • Edited

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Accepted Solution

XfinityMichaelC

Official Employee

 • 

4.1K Messages

2 months ago

Hey, omaramo! Thanks for reaching out to us on the forums! I apologize to hear that you are having issues with your services. We work from home ourselves and understand the importance of a reliable connection. Since it has been some time since you posted, are you still seeing issues with your services? Also, you can check here for any further troubleshooting steps: Internet Troubleshooting Tips

 

(edited)

4

0

omaramo

3 Messages

@XfinityMichaelC​ The issue is unresolved still. I have a tech appointment scheduled for today.

2 months ago

0

XfinityJoe

Official Employee

 • 

529 Messages

We would like to follow up after the visit to make sure the issue is resolved @omaramo Please send us a DM with your full name and address to Xfinity Support. 
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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

 

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

2 months ago

0

omaramo

3 Messages

This is now resolved. It turned out to be some melted connectors outside the house caused by the power outage. The tech replaced the parts and got things working again.

2 months ago

0

XfinityJoe

Official Employee

 • 

529 Messages

@omaramo I’m glad to hear the technician was able to get everything taken care of. If you need anything else please let us know. Thank you for being the most important part of Xfinity!

 

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

2 months ago

0

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