Unable to Access the Internet – Rogers Xfinity Gateway

[RogersTony]

If you are a Shaw customer, you’ll need to visit the Shaw website for support with Rogers Xfinity services.

If you’re currently unable to browse websites or stream when connected to the Rogers Xfinity Gateway, follow these steps below:

Step 1: Check if another website and/or devices inside your home are working when connected to the Rogers Xfinity Gateway.

• If other websites are working, then the issue may be with the site you are trying to visit. You can try again later or contact us if the issue persists.
• If other devices are working, the issue is likely with the device you’re trying to use right now. You’ll want to troubleshoot that device and double check to make sure you haven’t paused it.
• Note: if you only have one device, we recommend rebooting it and reconnecting it to the network (if on WiFi) before continuing.
• Note: If you can see your WiFi network on your phone but not on your Windows laptop or computer, you may need to update your Wireless Adapter. 
• If nothing works, continue to Step 2.
  
  

Step 2: Go to the Rogers Xfinity Gateway and check what the light on top is doing.

If the light is Off, Rogers Xfinity Gateway doesn't have power.

• Make sure that the power cord is secure to the modem and plugged at the other end.
• If using a power bar or UPS, make sure that it's still turned on and plugged in. Similarly, you’ll want to check that wall plugs controlled by light switches haven’t been turned off as well. Avoid using switched outlets when possible as people often turn them off by mistake.
• If these steps don’t turn the light on and let the modem start to boot, try a different outlet, or plug another device into the outlet. It’s important to test different outlets when possible because each outlet can fail on its own.
• If none of these steps can get the light to turn on so the Rogers Xfinity Gateway can start up, you can contact us for help.
• But, if the Rogers Xfinity Gateway starts, wait at least 5 minutes for it to get back to Solid White before testing your internet. If it stops before that or turns Solid White, but you still can’t access the internet, try troubleshooting for the new light pattern based on the list below.

If the light is Solid White, the modem should be online and providing internet access.

• If you’re using your own router, unplug it and the Rogers Xfinity Gateway from power then plug them back in in this order: Rogers Xfinity Gateway–wait for Solid White Light again–then your third-party router to see if this resolves the issue.
• If you just have the Rogers Xfinity Gateway (or Rogers Xfinity WiFi Boost Pods ), unplug it from power, wait 10 seconds, then plug it back in.
• If the reboot doesn’t resolve the issue, try restarting the devices that cannot currently connect to the internet.
• If you still can’t access the internet, you can contact us for help.

If the light is Flashing White, the Rogers Xfinity Gateway is waiting to be setup.

Complete setup using Rogers Xfinity app contact us if you continue to have issues.

If the light is Solid Red or Solid Amber the Rogers Xfinity Gateway has lost network connectivity and cannot recover.

• Unplug the Rogers Xfinity Gateway from power and plug it back in. Wait at least 5 minutes to see if the light returns to Solid White. Once it’s solid white again, you should be able to access the internet.
• Note: If you’re using eero or your own third-party router, you should unplug and plug these back in after the modem returns to Solid White as well if internet connectivity isn't restored.
• If the Rogers Xfinity Gateway stops at Solid Red again, you can contact us for help.
• If you still don’t have internet connectivity, but you’re getting a different light pattern now, try troubleshooting for the new light pattern you’re getting.

If the light is alternating Amber and Green, the modem is currently completing a firmware update.

• We ask that you be patient and wait at least 10 minutes for the modem to complete the update and reboot on its own.
• But, if this light pattern persists longer than that, you can contact us for help.

If the light is Flashing Green, the modem can receive the signal from the Rogers network and is trying to establish a return connection. If this light pattern is constant:

• First, unplug the Rogers Xfinity Gateway from power, wait 10 seconds, then plug it back in to force it to reboot. Wait at least 5 minutes to see if the light returns to Solid White.
• Make sure that any unnecessary splitters or self-installed amplifiers are removed from the coaxial cable connection and confirm both ends are at least finger tight to the connections. These can weaken or block the signal from the gateway as it tries to reach the Rogers network controllers.
• If the light pattern is still Flashing Green, you can contact us for help.
• If you still don’t have internet connectivity, but you’re getting a different light pattern now, try troubleshooting for the new light pattern you’re getting.

If the light is Flashing Amber, the modem is trying to receive the signal from the Rogers network. If this light pattern is constant:

• First, make sure that the coaxial cable is finger tight to the wall connector (if it doesn’t come straight in) and the Rogers Xfinity Gateway.
• Next, unplug the Rogers Xfinity Gateway from power, wait 10 seconds, then plug it back in to force it to reboot. Wait at least 5 minutes to see if the light returns to Solid White.
• If connecting the cable and rebooting the gateway doesn't fix the issue, visually inspect both ends to make sure that the pin isn't bent, broken off or so short that it won’t reach into the wall outlet or the gateway. The pin should extend straight up the middle just a little bit past the edge of the top of the connector. If the pin is damaged, replace the coaxial cable and see if this allows the gateway to connect.
• Lastly, you can check for any unnecessary splitters or self-installed amplifiers and remove them from the coaxial cable connection. These can weaken or block the signal from the network as it tries to reach the gateway.
• If the light pattern is still Flashing Amber, you can contact us for help.
• If you still don’t have internet connectivity, but you’re getting a different light pattern now, try troubleshooting for the new light pattern you’re getting.