Modem off line

[starflyte1]

House was inspected this morning.

Now I have a message can’t find the server or can’t reach internet. Online light on modem is off. All other lights on modem are on.

No help online.

Where can I call to get in home help. Geek squad earliest in Jan 23!

Thank you for any help

[JohnN]

step #1 is always unplug and then reboot everything

[retiredguy123]

Step #2 would be to call your internet service provider. If you also have cable TV service with the same provider, is your television operating? If not, your incoming cable has become disconnected or you have lost all service. The cable TV service is not dependent on the modem. Have your neighbors with the same provider also lost their service? If so, it may be a regional outage.

[villagetinker]

Who is your provider?

[Bill14564]

What does it mean "house was inspected?" Did someone come through your house and possibly mess with things?

You write that all other lights are on. Do those lights include an "Upstream" and "Downstream" light? If so, that would mean your modem is able to communicate with your provider.

Is there a button on the top of the modem that disconnects your internet? Did that get pressed somehow?

Did you call your provider to make sure they are not having internet problems?

[Garywt]

Should be a reset button and as said, unplug for about 30 seconds.

[starflyte1]

Who is your provider?

Comcast/Xfinity

[starflyte1]

What does it mean "house was inspected?" Did someone come through your house and possibly mess with things?

You write that all other lights are on. Do those lights include an "Upstream" and "Downstream" light? If so, that would mean your modem is able to communicate with your provider.

Is there a button on the top of the modem that disconnects your internet? Did that get pressed somehow?

Did you call your provider to make sure they are not having internet problems?

Inspected for sale of house. All was well before the inspection and before they left the internet was off. I thought I could reset it.

[starflyte1]

step #1 is always unplug and then reboot everything

Thank you. I did but didn’t help

[Bill14564]

Inspected for sale of house. All was well before the inspection and before they left the internet was off. I thought I could reset it.

They could have pressed the internet disconnect button accidentally when moving the modem.

I don't know why they would have disconnected the coax cable and I doubt that could be the problem if the other lights on the front are on, but that's at least a possibility. I have a junction box in my garage where the cable from the street is connected to the cable that runs through the house.

When I sold my previous home, the buyers called the cable company to get service started. Is it possible a similar thing happened and the company disconnected your service in order to start the new service?

[retiredguy123]

Comcast/Xfinity
Use your smart phone and go to xfinity.com and sign in. From there, you can view the status of your network and all connected devices. It will also tell you if your internet or network is down. You can also troubleshoot the issue.

[villagetinker]

OP, since this appears to be a house you just bought, did you get the service reactivated? Assuming you did, I would still contact Comcast to make sure that they have the correct modem information as I recall they need the exact serial number and another number number on the modem for them to work correctly. Since you apparently bought with the existing equipment, Comcast may have just turned this off.

[retiredguy123]

It sounds like the OP is selling the house, not buying. But, if they are buying, the modem would probably be rented from Xfinity and would need to be returned to Xfinity by the seller.

[starflyte1]

OP, since this appears to be a house you just bought, did you get the service reactivated? Assuming you did, I would still contact Comcast to make sure that they have the correct modem information as I recall they need the exact serial number and another number number on the modem for them to work correctly. Since you apparently bought with the existing equipment, Comcast may have just turned this off.

I am selling the house.

At a poster’s suggestion, turned tv on and have no internet or cable connection either. I have called the inspector asking for help.

Thanks!

[scottiesrgreat@gmail.com]

I would call xfinity - first. Sometime they can reset from their end. Or give you some kind of insight re: the origination of the problem. If you have reset - eg un plugged all of your devices connected to your Xfinity services - and reconnected —— I doubt it was anything the inspector did. Unless the inspector disrupted outside wires going into the main box.

[alncon2]

Inspected for sale of house. All was well before the inspection and before they left the internet was off. I thought I could reset it.

Depending on when your house was built, Comcast/Xfinity installs an amplifier inside the panel that contains your irrigation control box. Also contained in this panel are all of the coaxial cables going to various points in your house. Should you have more that ~six connections Comcast/Xfinity often times puts an amplified in that requires power and is plugged into an outlet in this panel. Check to see if this amplifier is plugged in and if so unplug it, wait 30 seconds and plug it back in.

[rgoosman]

The inspector probably losened the cable jacks on the outside of the house. Inspect the inspector.

[Mken53]

Check your light switches. Your modem maybe plugged into an outlet that is now turned off.

[kanoa1kale2]

House was inspected this morning.

Now I have a message can’t find the server or can’t reach internet. Online light on modem is off. All other lights on modem are on.

No help online.

Where can I call to get in home help. Geek squad earliest in Jan 23!

Thank you for any help

If the online light is off on the modem, your connection to the outside world is broken. Meaning, the connection to your service provider is not connected. You didn't specify who your provider is, but if you troubleshoot looking for loose or disconnected cables from your modem back to the incoming cable from the provider you will likely find your problem. Check each connection for being loose or disconnected. If you direct message me, I will walk you through the procedure. It is really quick and simple. Take Care.

[Decadeofdave]

Should be a reset button and as said, unplug for about 30 seconds.
Small hole on the back of the modem for a pencil point or pin to hold in about 1 min to reset

[issat]

Xfinity/Comcast turned off my internet and cable two weeks before the requested date when I sold my house by accident. Could be same situation.

[Byte1]

The cable service line coming INTO the house was disconnected. If all your lights on the modem are lit except the Wifi light, that means it is not receiving service. If no TV then it is obviously the service coming into the home. If it is not a lost service from Comcast, then it is a disconnected line servicing the home. Most homes have a plastic box where the cable line connects to the home to provide service. Most likely, the line is disconnected or loose enough to disable the service.

[Malsua]

when I sold my house by accident.

That's a real doozy. I've done a lot of accidents, but wow. ;)

As to your point, as others have posted, the problem can be diagnosed from the Xfinity web page. They can see the status of your modem. If they can't see it, the problem is upstream from the modem. They will also let you know if they have disconnected it. The modem could also have just failed, but that's really rare.

[starflyte1]

Thanks everyone for all of the helpful answers.

I called the inspector this morning and said I thought something was dissconnected in the attic.

It was and internet and cable are now working.

Thanks again.

[Bill14564]

Thanks everyone for all of the helpful answers.

I called the inspector this morning and said I thought something was dissconnected in the attic.

It was and internet and cable are now working.

Thanks again.

Thank you for following up with the cause of the problem. Glad it is working for you again

[retiredguy123]

Note that, with Xfinity, your cable TV service has nothing to do with the modem. You can unplug the modem and you will still have cable TV.

[photo1902]

Note that, with Xfinity, your cable TV service has nothing to do with the modem. You can unplug the modem and you will still have cable TV.

That's exactly right, and something not everyone knows.

[Malsua]

That's exactly right, and something not everyone knows.

True for cable, but they do have their "streaming" box which looks pretty much exactly like cable but uses WIFI to the cable modem and as such is dependent on internet connectivity.

[Carla B]

[QUOTE=Malsua;1883725]That's a real doozy. I've done a lot of accidents, but wow. ;)

Some days, looking at all the work that has to be done around here, I'd sooner have that kind of accident!

[Inspector Mark]

I am a home inspector. There is little chance that the inspection touched your modem or router.

My best guess is that the outlet the modem or router in plugged into is a GFCI circuit that was tripped off and not reset. Look in the electrical panel, bathroom, portch, etc for a GFCI outlet that is off. Also, call you Realtor and get the name of the inspector, he may be able to help identify what he tripped off and did not rest.

[photo1902]

I am a home inspector. There is little chance that the inspection touched your modem or router.

My best guess is that the outlet the modem or router in plugged into is a GFCI circuit that was tripped off and not reset. Look in the electrical panel, bathroom, portch, etc for a GFCI outlet that is off. Also, call you Realtor and get the name of the inspector, he may be able to help identify what he tripped off and did not rest.

See Post 24