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Modem offline

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New Poster

Modem offline

I just moved to a new house and my modem online light is dark. I have tried troubleshooting multiple times with no change, and in my Xfinity app my modem shows up as not connected. My phone says that I am connected to the wifi, but there is no internet connection.

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Diamond Problem Solver

Re: Modem offline

Did you check that you are actually hooked up to anything? Walk your house backwards from your modem to where your cables meet to where Comcast comes up to your house

I am a Retired Official Comcast Employee
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New Poster

Re: Modem offline

I am hooked up to the same place that the previous tenant hooked into for their internet. They did have a different provider though. Would that be a problem?

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Diamond Problem Solver

Re: Modem offline

Well yes it would. You definitely need to check outside for a Comcast coax line coming up to your house and if it’s there unhook the previous provider and hook up the Comcast. If there’s nothing there, you’ll need a tech out.

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!