Learn how to use the Xfinity app or Xfinity Home app to troubleshoot your camera or video doorbell when it's offline or has problems connecting to WiFi due to poor connectivity.
Troubleshoot your camera or video doorbell's WiFi connection
Xfinity Cameras and Video Doorbells use your home WiFi to connect to the internet.
Follow these steps to bring your camera or video doorbell back online:
- Make sure your device is connected to power.
- Camera: Your camera should be plugged into a working power outlet and not plugged into a power strip. Make sure the power outlet is not controlled by a wall switch.
- Video doorbell
- If your video doorbell is hardwired, confirm there is power to the doorbell.
- If your video doorbell is battery powered, make sure it has working batteries.
- Restart your device.
- Camera: Unplug the camera from the power outlet.
- Wait 10 seconds and then plug it back in.
- The camera will restart, which takes about three minutes.
- Video doorbell
- If your video doorbell is hardwired, reset it by removing the trim plate and inserting a pin into the reset pin hole then gently pressing the button and immediately releasing.
- Note: Pressing and holding the pinhole button for over 10 seconds will factory reset the video doorbell and will require a technician to fix your device.
- Remember to put the trim plate back on the video doorbell.
- If your video doorbell is battery powered, reset it by removing the battery for five seconds and then replacing it back in the unit.
- If your video doorbell is hardwired, reset it by removing the trim plate and inserting a pin into the reset pin hole then gently pressing the button and immediately releasing.
- Camera: Unplug the camera from the power outlet.
- Make sure your WiFi is working and can connect to the internet.
- Using another device, connect to your gateway over WiFi and attempt to load a webpage, like xfinity.com.
- The gateway should be in a central location, off the floor, and not blocked by furniture or objects.
- Your device should be no more than three rooms away from the wireless gateway/router.
- Restart your wireless gateway/router.
- If you're an Xfinity Internet customer, learn how to restart your gateway/router.
- Otherwise, unplug the gateway/router from the power outlet, wait about 10 seconds, then plug it back in.
- The restart will take up to 10 minutes.
- Make sure that you have the latest version of the Xfinity app or Xfinity Home app.
- You can download the latest update for free from the App Store or Google Play.
- Restart your touchscreen (Xfinity Home only).
- Make sure you have enough internet bandwidth on your mobile device or computer.
- You need at least 2 Mbps of download speed on the device accessing the camera in order to have optimal video playback.
- You can find out your download speed by running a speed test.
- You need at least 2 Mbps of download speed on the device accessing the camera in order to have optimal video playback.
- Check for WiFi interference.
- WiFi interference can be caused by other connected devices.
- Streaming video through connected devices can impact WiFi performance.
- Disconnect all connected devices from WiFi; then, reconnect them one at a time, checking camera connectivity after each addition.
- If you're using an Apple device, make sure your iOS software is up to date and your device has access to your WiFi network. To do this:
- Go to Settings.
- Select Privacy.
- Select Local Network.
- Select the switch for the Xfinity app or Xfinity Home app.
- Still having issues? Xfinity Assistant can provide additional troubleshooting help. Troubleshoot here.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.