New modem/router installed but has no internet connection

I’ve installed a modem/router combo that Xfinity recommends- Motorola docs is 3.1 modem +ax6000 router. The install seems to have worked but when I try to activate via the Xfinity mobile app it says “your home internet is offline”. I’ve checked the cable connection o both ends and it’s ok. All lights In the modem are on. I used Xfinity assistant chat, and it just had me unplug the modem and wait 30 seconds and try again. When it still didn’t work, they scheduled a tech visit- but I have to wait until Monday. Apparently they don’t want me to talk to a person in tech support. Any ideas?

Responses

XfinityDilary

Official Employee

•

2.3K Messages

6 days ago

bonnie2 Hi there! Thanks for reaching out on our Community forums. I'm sorry to hear you're experiencing connectivity issues and a long wait for a technician, that can be frustrating, especially when you're without service. I'd be happy to take a look at your account and check if there's an earlier appointment available to get this resolved sooner. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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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Customer Service

bonnie2

New modem/router installed but has no internet connection

XfinityDilary

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