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user_fgvwn3
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6 Messages

Thursday, September 19th, 2024 10:48 PM

Have to keep restarting modem to get online on laptops

For the past week..I am having to reset the modem 2 -3 times a day to get our laptops connected to the internet.  This is quite annoying. Do I need a new modem?..I am unable t reach a live representative. Please advise

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2 months ago

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XfinityDilary

Official Employee

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1.8K Messages

2 months ago

 

user_fgvwn3 Thanks for posting on our Community Forums. I'm sorry to hear about the random disconnections. We'd like to help troubleshoot your concern. Have you checked the coaxial connection on both ends (wall plate and modem) to make sure it's tight? Are you currently renting our modem or do you have your own modem/router setup? 

 

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user_fgvwn3

6 Messages

I was not aware my post was not public. I am not proficient with technology. I have been trying for over a week to talk to someone about this issue. I rent the modem/setup. I have done multiple resets. I just want a number to speak to someone. Seeing as it effects both computers I believe the modem is going bad.

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2 months ago

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XfinityBenjaminM

Official Employee

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1.6K Messages

 

user_fgvwn3 We are a Social Media Team and we're happy to continue helping you here. If you prefer to speak to someone on the phone, you can contact our Support Team at (800) 934-6489. Otherwise, we're happy to continue assisting you here.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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user_fgvwn3

6 Messages

I am unable to get to a live person...I have to restart my modem to get our computers online multiple times a day now...This is very frutrating...I would assume the modem is not working correctly...I am paying for service that I am unable to use. Please advise

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2 months ago

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user_fgvwn3

6 Messages

2 months ago

The phone number keeps telling me to do all the things I a,m doing on a daily basis to get online.....

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XfinityDilary

Official Employee

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1.8K Messages

user_fgvwn3 Thanks for troubleshooting on your end and resetting the modem in advance. I'm sorry the steps were not successful. We'd be happy to troubleshoot further on our end. Could you please send our team a Direct Message with your name and service address? 

 

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 which 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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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EG

Expert

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107.1K Messages

2 months ago

@user_fgvwn3 @XfinityDilary 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_fgvwn3

6 Messages

@EG​ Finally spoke with a live rep..technition being sent.

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2 months ago

XfinityBillie

Official Employee

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2.8K Messages

user_fgvwn3 We're thrilled to hear you were able to get that technician scheduled. It's important to us that your services work well. We would love the opportunity to follow up with you after that visit. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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EG

Expert

 • 

107.1K Messages

@user_fgvwn3​ 

Thanks for the update ! Good luck with it !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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2 months ago

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user_fgvwn3

6 Messages

A second rpresentative called me back and was able to reset the modem remotely and the tech was not needed after all...Problem resolved so faar

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2 months ago

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XfinityThomasC

Official Employee

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2K Messages

Awesome! Thank you, @user_fgvwn3 for reaching out on the Community Forum for support with your Internet Connectivity issue. We are glad you were able to resolve your issue. Never hesitate to create another public post for any of your future account and service needs!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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