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No connection but no outage shown, replaced equipment and cables

New Poster

No connection but no outage shown, replaced equipment and cables

Hello,

Woke up today with no internet connection, the us/ds was flashing. Did some research and it seemed like the modem had died. Bought a 170 dollar netgear that's compatible with Xfinity but still no internet. I next tried 2 different coax cables that was supplied to me by Comcast but that didn't work either. The outage map shows no outages in the area and I've done the system troubleshoot on both the Xfinity modem and the new netgear modem. The netgear genie shows everything is good except for the cable connection which is "in progress". Don't have time today for a callback or to visit the service center as I work a Afternoon shift. Any help is much appreciated!
Gold Problem Solver

Re: No connection but no outage shown, replaced equipment and cables

Please see Connection Troubleshooting Tips. If you can't find the problem, call them at the phone number on your bill or 1-800-Comcast, or chat with them using the Internet Support option at https://support.xfinity.com/chat. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

 

Loss of Internet service is often due to a poor connection between your equipment and Comcast's network, usually in or near your home. Since you've already swapped out the modem and checked the cables, you'll probably need a tech.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.