Router issues

Hello, my router randomly stopped working and I am unable to connect to the internet. I’ve tried unplugging it and plugging it back in but nothing has changed. It was working fine until yesterday afternoon when the router started to blink yellow and green. Not sure what could have prompted this but I’m unable to reach an agent over the phone to ask.

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EG

Expert

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122.1K Messages

4 days ago

First. Check their site for official info on any possible local outages here;

https://www.xfinity.com/support/status

https://www.xfinity.com/support/articles/check-service-outage

Use a cell phone internet service, a public WiFi hotspot, or a neighbor's internet if you need to in order to check it.

Or you can use their Xfinity App: https://www.xfinity.com/apps

(edited)

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XfinityJeffB

Official Employee

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825 Messages

3 days ago

Hello user_j9062s, thank you for reaching out here in our Xfinity Community forum. We appreciate you taking the time, and we are here to help. Have you checked the Xfinity app to see if there are any service issues/interruptions in your area?

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user_j9062s

Visitor

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3 Messages

Hi, when I checked there were no outages in the area. I went to the store and got a replacement router in case that was the issue but when I try to setup my new router it won’t connect.

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2 days ago

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XfinityQuemekia

Official Employee

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1.5K Messages

Does the new gateway light up at all, just want to make sure the power outlet itself is working properly?

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

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user_j9062s

Visitor

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3 Messages

It is lighting up but it just blinks yellow and green when before it didn’t blink. Since the new gateway is blinking, I am unable to complete the setup.

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2 days ago

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XfinityQuemekia

Official Employee

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1.5K Messages

@user_j9062s send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon

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.

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.

You can see how to send a direct message here, Direct Message Within The Forum.

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 as Best Answer. tick

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2 days ago

EG

Expert

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122.1K Messages

2 days ago

@XfinityJeffB

Darn echoes...... 🙄

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Vando22

Contributor

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87 Messages

1 day ago

Woke up to a similar problem today. T.V. works, phone works, but computer won't connect to the internet via a router. I had to connect the computer directly to the modem and switch everything else to wifi. The router is the problem, but I am unlcear on who it is a problem for - my ISP (Comcast) or my OS (Windows.) There was a security update overnight that I downloaded after this, haven't checked to see if that was the issue. If you haven't updated your OS in awhile, maybe try that and test the connection to the router again.

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Your Home Network

user_j9062s

Router issues

EG

XfinityJeffB

user_j9062s

XfinityQuemekia

user_j9062s

XfinityQuemekia

EG

Vando22

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