1 Message
"Your home internet is offline" but internet is working fine
My Xfinity XB8-T died and I got a replacement from the Xfinity store. I went through the "add new device" process via the Xfinity app for the new modem, and I ultimately got internet working again. The issue is that the Xfinity app continues saying "Your home internet is offline", even though internet is working fine. The Xfinity website also says that my modem is unreachable.
I've gone through 4 live agents and none of them have been able to help me out. They seem confused because on their end the modem shows up fine. I've found several threads about this issue, and it appears I need someone from Xfinity to fix something "on their end" possibly due to the modem switch. ie https://forums.xfinity.com/conversations/your-home-network/internet-is-offline-but-connection-is-working-fine/65a9a7d25bd1d830a3215dd6
XfinityEricB
Official Employee
•
2.1K Messages
2 months ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
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
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