Home Internet doesn't work

I’ve been experiencing internet issues for three days, and the problem still hasn’t been fixed. A technician came to my home this morning and replaced my old modem with a new one. It worked at the beginning, but things got worse afterward. My Wi-Fi completely disappeared and can’t be found.

When I try to get help, the AI assistant keeps telling me there’s an area outage. However, the outage map shows no outage in my area, and it seems like I’m the only one affected. Even when I try to restart and unplug my modem, the Xfinity App still incorrectly shows that I’m online.

I’ve tried to schedule another technician appointment, but the AI assistant refuses because it insists there’s an outage. This is extremely frustrating. I need this issue to be escalated and handled by a real person immediately.

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strega7

Contributor

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446 Messages

2 days ago

Is it just your Wi-Fi or your internet as well? Perhaps the app is right that the gateway is online and you just don't know it because of a Wi-Fi issue. You could test that with an Ethernet connection. At least it should help narrow the problem down.

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user_6f5w52

Visitor

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2 Messages

@strega7

Thank you. I tried connecting my computer using an Ethernet cable, and the internet works that way. Then I added my own router, and now I can see the Wi-Fi. And my phone can use the Wi-Fi now but the TV still doesn’t work well. So I guess the issue is with the Xfi Gateway itself.

But my App still keeps showing there’s an area outage, which prevents me from scheduling any technician visit.

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2 days ago

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XfinityKassie

Official Employee

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2.1K Messages

user_6f5w52 Good morning, and welcome to our Xfinity Forums Community. Not having your services work properly can be super frustrating. I'd be happy to take a look on our end, and see what's going on. To begin, can you please send a Direct Message with your name, and service address?

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.
A "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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7 hours ago

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Your Home Network

user_6f5w52

Home Internet doesn't work

strega7

user_6f5w52

XfinityKassie

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