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user_23Nd00
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3 Messages

Sunday, September 22nd, 2024 1:38 PM

Unable to connect to WiFi; Outage points

Restarting the router does not help, nor any settings in the app. Cannot connect to WiFi on any devices, but service is still being brought too and recognized by the modem so Ethernet connections work. 

Also, at random times throughout the day, the modem will restart itself going through a series of orange, then green, then white blinking indicators (3 min each color). Restarting the router does not help in the process.

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2 months ago

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XfinityBradM

Official Employee

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655 Messages

2 months ago

@user_23Nd00 Are you able to see your network name or is that missing from the lists of WiFi networks when searching? Has the bridge mode setting been enabled? 

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user_23Nd00

3 Messages

I see the WiFi name in the list of available connects, but upon selection and entering password, it will never connect. This happens on every device. I am unsure of a bridge mode??

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2 months ago

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XfinityEricB

Official Employee

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1.7K Messages

 

user_23Nd00 Let me take a look at the settings of the device to see what it is set to.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

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

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user_23Nd00

3 Messages

@XfinityEricB​ for some reason, I am now able to connect on every device. My next problem is, 3 times a day the modem will restart itself and go into an activation cycle. Going from blinking orange, to blinking green, to blinking white, then static white. This occurs usually around the same times in the day (7am, 12:30pm, and 8:30pm) and can take roughly 10 minutes to go through this process. This has been happening for roughly 1 month, and I figure it may be due to the apartment complex’s configuration of cabling coming into my building. It could also just possibly be a bad modem? 

Could I take the modem to an Xfinity store and swap the modem out?

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2 months ago

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XfinityBenjaminM

Official Employee

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1.6K Messages

 

user_23Nd00 Great question! Yes, you can take the modem to the Xfinity Store and swap it out. Just remember to also bring the power cable since the new modem will include a new one of those as well.

 

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 a reply as the Accepted Answer.tick

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2 months ago

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