2 Messages
Help with internet being down, happening somewhat intermittently
Hey there,
I'm having an issue with my internet connection being down since yesterday evening, and would like to get some help on fixing it? I tried following the steps on the xfinity app as well, but that didn't work. I have tried to unplug the power to my xfi gateway for a minute then plug it back in, and I tried to unplug/replug the power to the black fiber box as well.
I had this issue on the 25th of last month too, it got resolved after the customer service rep instructed me to do those things that I wrote above, as well as unplug the ethernet cable and replug it while she ran some diagnostics. That time, it worked and I had internet until yesterday, when the connection dropped again. So there's no internet connection to my devices at the moment. I checked the outage map earlier this morning, but it said there are no outages in my area.
Also, regarding the black box for the fiber connection, it's showing a green light for power and that's it; the other lights are off.
If someone at xfinity could assist me in getting my internet back up and running, I would appreciate it. Worst case scenario is that a tech will have to come out to fix it, but I'm trying to exhaust all my options before scheduling that appointment.
Sorry for the long post, thanks!
XfinityThomasA
Official Employee
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2.9K Messages
1 month ago
Hello, user_Shawn. Thank you for reaching out to us here for help to troubleshoot your Xfinity internet. We very much appreciate you sharing the troubleshooting steps you've taken already. Let's dig a bit deeper and troubleshoot this issue together. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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EG
Expert
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114.1K Messages
1 month ago
@user_Shawn @XfinityThomasA
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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