3 Messages
Gateway modem/router will not turn on
My gateway will not power on. I have already tried unplugging, waiting, and plugging the power back in at both the outlet and device multiple times. Same for the cable. The outlet is able to power other devices so the problem is not there. The wps button on top also does nothing. No indicator lights are on or flashing. Xfinity app confirms no outage in area.
Not the first time this has happened. Anytime there is a power outage it is a real coin toss if the gateway will decide to power on again. Despite reaching out in multiple ways, I have not recieved any clear answer on why it does this or how to fix it when it does.
It has now been over 24 hours since an afternoon storm caused my power to flicker and knocked out the gateway. I have tried "unplugging, waiting, plugging back in, and waiting again" multiple times for various lengths of time, the longest being overnight. Still no results.
Since the restart was unsuccessful, the Xfinity Assistant wants to set up a tech visit appointment, but the earliest they can come is in 2 days. If anyone can help resolve this so I'm not without internet for 3+ days I would greatly appreciate it.
XfinityAbby
Official Employee
•
299 Messages
3 days ago
Hello @user_114a13. Thank you for reaching out on our Community Forum. I know how frustrating it is when you have a service interruption. It sounds like you have tried most of the basic steps to get your modem back on. I would love to take a look and see what may be going on.
Please send us a direct message with your full name and address so that we can assist you further.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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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