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user_zv4dti
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3 Messages

Tuesday, September 3rd, 2024 3:29 PM

No internet connection. No outages reported. Can’t find my modem.

I am using a Xfinity Gateway for my modem and router. I have no internet connection. My US/DS light is flashing non stop. I have tried resetting, new cables, even a different modem. Still nothing. The app tells me there are no outages but it can’t connect to my modem/router. I even tried re-activating it. I’m at a loss. This just randomly happened last Friday. 

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3 months ago

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XfinityAdrienne

Official Employee

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911 Messages

3 months ago

Hey there, user_zv4dti! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am sorry to hear about the experience with your modem. Are you still having troubles with the connection and the modem?

 

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user_zv4dti

3 Messages

Yes I am. All lights are on like normal. US/DS light is flashing constantly. The app tells me my modem is offline. I went into the router settings and it says internet it inactive. 

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3 months ago

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XfinityBradM

Official Employee

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655 Messages

If you could please send me a DM with your first and last name along with your full-service address, we can get started looking into your account and see why the device is not showing active in the Xfinity app.


Residential Forums:

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

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.
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3 months ago

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user_zv4dti

3 Messages

Dm has been sent

Thank you

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3 months ago

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EG

Expert

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107.1K Messages

3 months ago

@user_zv4dti @XfinityAdrienne @XfinityBradM 

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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