Learn how to use the Xfinity app or Xfinity Home app to troubleshoot your camera when it's offline or has problems connecting to WiFi due to poor connectivity.

Troubleshoot Your Camera WiFi Connection

Xfinity Cameras use your home WiFi to connect to the Internet.

Note: If you’re using an Apple device (iOS 14+) from home, you must allow your device to access your home WiFi network for the best live video streaming experience.

On your Apple device, select Settings.
Select Privacy.
Select Local Network.
Select the switch for the Xfinity app or Xfinity Home app .

Follow these steps to bring your camera back online:

Make sure your camera is plugged into a working power outlet not controlled by a wall switch.
Restart your camera.
- Unplug the camera from the power outlet. Wait 10 seconds, then plug it back in. The camera will Restart, which takes about three minutes.
- The camera should be no more than three rooms away from the Wireless Gateway/router. The camera's power adapter should be plugged directly into a power outlet and not blocked by furniture.
Make sure that your WiFi is working and connected to the Internet.
- Using another device, connect to your gateway over WiFi and attempt to load a webpage such as xfinity.com.
- The gateway should be in a central location, off the floor and not blocked by furniture or objects.
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 about 10 minutes.
Check that you have the latest version of the Xfinity app or Xfinity Home app.
- We're always looking for ways to improve your camera experience. 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.
- You need at least two 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.
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 still having problems, please contact us.