They are usually able to troubleshoot the issue remotely without a full reset. This is a poor idea, because it resets all your account settings, logins, and network settings. Many how-to articles about Xfinity gateways suggest that you reset the device by inserting a pin or paperclip to the reset pin in the back.
Note: do NOT use a paperclip to reset the gateway Look for cables running to a telephone pole outside your house, and see if there is any visible damage from weather or animals. Where the cable connects to the house.Look for cinches, and re-attach the “needle and hole” screw-on connection between the modem and the coaxial cable. Where the cable connects to the modem.Damage to cable drops is an uncommon but possible cause of solid red light errors on Xfinity gateways. The coaxial cable runs from the gateway, through your house or building, and out to a telephone pole next to the house. Since the reboot didn’t work, and the cables are all connected, the final step is to check the cable outside. Check for damage to your cable dropĪt this point, we’re just doing tasks Xfinity support is going to ask when on the phone. After 1–2 minutes, this should solve any issues stemming from poorly connected ethernet cables. Plug them back in before reconnecting the power brick to the wall. Perform another reboot, but in addition to unplugging the power cable, also unplug all ethernet cables. No lights in the back? That’s a bad sign, meaning the cable may be bad. This indicates that the cable is transmitting data normally. When the cable is working, you should see some of the ports flickering yellow or white. If none of the above has solved the problem, the final step before calling support is to analyze the cables connecting the gateway device to the wall or other hardware.įor most customers, these are white or yellow ethernet cables attached to the back of the gateway. Check ethernet ports for flashing lights or poor connections The modem connects your home to the internet, while the router generates Wi-Fi for connecting to your devices. Router: the device that generates your home Wi-Fi network.Modem: the device that connects to Xfinity coaxial jack in the wall.There are two pieces of equipment involved in making your home Wi-Fi work: However, if the modem “online” icon is red, it means you are not connected to the internet with either device.įor non-techies, here’s a quick explanation of the difference between a “modem” and “router.” It’s common for older Xfinity routers to display a red light even though the modem has a solid “on” light for the Wi-Fi. If using a gateway with multiple icons on front, check online status The router should flash alternating colors while it reconnects, then switch to solid white, green, or blue once your Wi-Fi network is ready for use.Ĥ. Wait until both the “online” and “power” lights are solid white, green, or blue.Disconnect the modem power supply (black cable plugged into electrical outlet).It’s a bit more complex but has the same basic outcome: If you have two devices, a modem and a router, follow these steps to perform the reboot. What if I have an older Xfinity router and modem? In practice, it’s the only way to confirm a true reboot has occured.
Theoretically, this isn’t any different from restarting on the Xfinity website. Unplug the power cable from the device.We’ll do this by fully unplugging the power cables for both devices.
XFINITY MODEM ROUTER MANUAL
If you’re still offline, the next step is to do a manual reboot of the modem and router.
The upright models on the right have extra lights on the front, which can be used to determine if the issue is related to Wi-Fi connection or internet connection. XFi routers come in "advanced" and "standard" models. The standard xFi gateways on the right can use the same steps, but they have additional lights on the front that can help identify the issue faster. These instructions are intended for Xfinity Advanced gateways, shown on the left in the photo below.
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