Visitor
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2 Messages
Unable to activate Gateway
I've followed the app instructions, which were mostly straightforward (aside from the fact that I couldn't find the CM MAC number where it was supposed to be) but got stuck when it said to wait five minutes for the top three lights to remain on. I've waited for up to half an hour each time after restarting it twice, but it consistently returns to the same state:
- Power - ON
- US/DS - Flashing
- Online - OFF
- 2.4GHz - Flashing
- 5GHz - Flashing
- (All remaining lights) - OFF
Clearly something is wrong with the coax connection. The app and Assistant both uselessly direct me to just check both cables and try again, and then immediately leap to scheduling a technician visit. For several reasons but principally not wanting to wait if it's some simple fix or basic thing I've overlooked, I'd rather make sure I've actually done everything I can myself first. And so I have found myself here, hoping to find an actual person who might be able to help me troubleshoot in some actual detail beyond simply turning it off and back on. What do you advise?
Accepted Solution
user_imp4qt
Visitor
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2 Messages
6 days ago
Thank you both for your suggestions.
I'm in an apartment, so I don't have a lot of personal knowledge of whether the wiring is functional or where the outlets are. (There are only two I'm aware of, and the other one is in an inconvenient location; however, I did just plug the gateway into it as a test, and it produces the same results.) However, I know Xfinity offers a special bargain to residents here and a lot of others use it besides me, which suggests to me that even if there are a lot of splitters around this probably isn't a general issue throughout the building. So I guess either it's a problem with the device or cable, or at most, with this room's outlets. (It does occur to me that the outlets are on opposite sides of the same wall, so it probably is just one line that connects to both and if there's a fault just a little further up it would affect both.)
What should I try next? I'm now a little worried that if I make a technician appointment and it turns out to be a wiring issue that I'll wind up having to pay a bill that I feel property management ought to cover, but I'd also like to minimise the number of appointments I have to schedule before it gets fixed.
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BruceW
Gold Problem Solver
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26.4K Messages
9 days ago
A flashing US/DS light indicates a problem with the link between your gateway and Comcast's network. These are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
It sounds like you have done all you can do, but perhaps Internet Troubleshooting Tips will have something helpful.
If you can't find the problem and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
(edited)
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XfinityJanelle
Official Employee
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1.5K Messages
7 days ago
Hey @user_imp4qt , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the activation of your gateway. I would be more than happy to offer my assistance looking into this further for you. Have you attempted to connect the gateway to a different coax outlet in the home? If the one you are currently using is not active this can cause the modem to not catch the signal. We will be happy to assist you today.
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