Last week, I received what I though was a legit email from xfinity. It said that I needed to update my password on my xFi gateway. I have an Arris Surfboard router. Well, apparently this was a hacker email and I didn't know. My wifi went out for hours and would not come back on. I finally chatted xfinity and they said this was a phishing email but there was nothing they could do on their end since it was not a Comcast router. Everyday, my internet is beyond slow and at times, does not work at all. Should I contact Arris to correct this issue? I pay for the blast internet services and I feel like it's slower than dial up. Also, when I would go into wifi settings before this happened, I could always choose from 2 connections.....a 2.4 or 2.5. Now, both of those connections in wifi settings have vanished. Thanks!
I would try resetting your router to the factory settings and start over, make sure to use different passwords and WiFi names, just a great thought
Did you actually do what the phishing email suggested? I would have guessed that it wouldn't have worked at all since the wi-fi on an owned router is controlled on the router itself. However, assuming you did change something on your router, was it the admin PW or the wi-fi passphrase? Or perhaps you went to a phishing website and revealed your xfinity account password to them?
Is it just the wi-fi that went out? (ie did wired internet keep working?)