Xfinity Internet and WiFi Connection Troubleshooting

Find out how to fix common issues with your Internet and WiFi connection.

Before you begin troubleshooting your WiFi connection, confirm your device is connected to your in-home WiFi network and not the Xfinity WiFi Hotspot.

Try this first: Performing a restart of your Xfinity Gateway is the most common way to fix Internet-related issues. If our system detects an issue that can't be fixed through online troubleshooting, you'll have the option to schedule an appointment with one of our technicians.

Note: If you purchased your own approved modem, press the equipment’s restart button. You can also quickly reset your modem using the Xfinity My Account app or the Xfinity app (download our Xfinity apps).

If the Gateway/modem restart process does not solve your issue, try one of the following sections:

Help me troubleshoot through My Account.
Help me troubleshoot through the Xfinity My Account app.
Help me troubleshoot overall network connectivity.
Help me troubleshoot issues affecting individual devices.
Help me connect to the network for the first time.

Troubleshoot Internet through My Account

Go to the Internet Service tab in My Account (you may be asked to sign in using your Xfinity ID and password).
Scroll down to Devices. Find the modem and select Restart Modem.
Select Start Troubleshooting to begin your modem restart. This can take up to seven minutes. Your home Internet will be offline during this process.

Troubleshoot Internet through the Xfinity My Account app

Open the Xfinity My Account app (available for Apple & Android).
Scroll down and select the Internet tile.
Select your modem, and then press Restart this device. This can take up to seven minutes. Your home Internet will be offline during this process.

Troubleshoot Internet and Network Issues

If the issue is affecting multiple mobile devices, perform the following steps:

Check several apps or websites to make certain the connection issue is not specific to one in particular.
Check for local outages using the Xfinity Status Center Outage Map.
Confirm the equipment cables are plugged in and the coaxial cable has been tightened as much as possible using your fingers to both the wall outlet and your equipment.
Unplug your equipment, wait one minute, and then plug it back in. This method, known as powercycling or rebooting, can fix many connection problems.
Make sure your account is up to date on payments by going to the Billing tab in My Account (you may be asked to sign in using your Xfinity ID and password first).
If there's an area in your home with limited or no Internet connectivity, consider adding xFi Pods to extend WiFi coverage.

Troubleshoot Connectivity Affecting Individual Devices

The section above focuses on solving network-level issues. If you're having connection problems with a specific mobile device, the best way to troubleshoot is with Xfinity xFi.

Note: Alternately, if your Internet isn't working, you can perform troubleshooting using the Xfinity My Account app.

Log in to xFi through the Xfinity app or website.
Select the Connect page.
Select the specific device having issues.
Scroll down and select Troubleshoot Device.
Follow the prompts to determine what the problem may be and how to fix it.

Note: The Troubleshoot a Device feature is not currently available if you have xFi Pods on your account or if you purchased your own approved modem.

For additional details, visit Troubleshooting Your Home WiFi Network with Xfinity xFi.

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Resolving Other Common WiFi Issues

Forgot your WiFi name and password?
- Visit View and Change Your WiFi Password.
Network running too slow?
- When several family members and multiple devices use your WiFi network at the same time, it may affect network performance. Explore our speed and equipment options.
Accidentally connecting to an Xfinity WiFi hotspot instead of your in-home WiFi network?
- Learn how to prioritize networks by visiting Connecting Your Devices.
Setting up a gaming console (PlayStation/Xbox) or a Smart TV that can't connect to the Internet?
- Learn how to connect an online gaming system to your home WiFi network.

Tips to Improve Your WiFi Connection

For optimal WiFi coverage and strength, ensure your Gateway is:

Placed in a central area of your home.
Elevated (off of the floor) and in an upright position.
In an open space, free of obstructions.
Using one WiFi Name and Password for your home network.

To minimize interference with your WiFi signal, place your Gateway away from:

Walls and furniture.
Metal surfaces (including computer cases).
Halogen/fluorescent lighting.
Microwaves and refrigerators.
TVs and computer monitors.
Most cordless phones.
Baby monitors.
Large amounts of water (like aquariums and water heaters).

Other Factors that Can Impact WiFi Connectivity

The number of WiFi devices connected to your network.
Interference from neighboring WiFi networks, especially during peak hours.
Limitations of mobile devices.
The distance between your Gateway and a mobile device.

Still Need Help?

Perform an online speed test to test your Internet speed.
Learn the value of regularly resetting your Gateway.
Chat right now with a customer support representative.
Comcast Customer Service supports TTY/TTD. Call 711 for Customer Service if you're deaf, hard of hearing or have a hearing or speech disability. You can also visit xfinity.com/ASL for additional support.