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How to Troubleshoot Your Service with the XFINITY Internet Support Tool

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You can troubleshoot your XFINITY Internet in just a few easy steps with the XFINITY Internet Support Tool.

Accessing the Tool

  1. The Internet Support Tool can be accessed via the Help & Support site, or by navigating directly to http://customer.xfinity.com/help-and-support/internet-assistant.
    Once you navigate to the XFINITY Internet Support Tool, you have the option to click Get Started.
     
  2. Click the Get Started button to begin the troubleshooting process.
  3. If you haven't already, log in to My Account.
    The login screen for XFINITY My Account. You must be logged in to My Account to use the XFINITY Internet Support Tool.
     
  4. You will see the message Please wait while we retrieve your account information while the tool retrieves your account information, checks for outages in your area and device connections.
    Once the XFINITY Internet Support Tool is initiated, a message says that it is retrieving information for the account.

Using the Tool

  1. Select the Internet device that you would like to troubleshoot.
    On the Please select a device screen of the XFINITY Internet Support Tool, users select the device - such as a cable modem - that is experiencing problems.
     
  2. The tool will then ask you to perform a series of troubleshooting actions, the first of which will be to check the modem for any loose connections.
    This screen displays the Help us rule out a loose connection screen in the line of troubleshooting actions; clicking Continue moves the user to the next phase.
     
  3. After checking the modem's connections, the next step will ask that you try to reconnect the modem.
    The screen asks the user to reset the modem by disconnecting the power cord, waiting 30 seconds, and restarting the modem.
     
  4. You will then be asked if restarting your modem solved the issue.
    The screen is now asking if the resetting of the modem has solved the user's connectivity issue.
     
  5. If you select Yes, you will be presented with a Success! screen and can exit by selecting the Done button. If you select No, proceed to step 6.
    If at any stage the user answer that the Internet connection issue has been resolved, the screen will read Success!.
     
  6. If the issue is not resolved, the next troubleshooting step will ask if you are using a Wi-Fi router to connect to any computers. If you select Yes, you will proceed to additional steps to troubleshoot. If you select No, you will proceed to step 7.
    The line of questioning continues by asking the user if they are using a Wi-Fi router to connect to the Internet.
     
  7. If you do not have a router or the additional router steps did not resolve the issue, we will try to reset the router for you remotely once you select Restart device.
    The screen has a button reading Restart device - when the user clicks this, Comcast will attempt to remotely reset the Wi-Fi router or other type of router.
     
  8. You will then be asked to see if your Internet works after waiting five minutes.
    The screen asks the user to wait five minutes while the device comes back online.
     
  9. If this solves the issue, you will be presented with a Success! screen and can exit by selecting the Done button. If this does not solve your issue, a specific error message will be presented (like the one below), and you may request a call back, if needed.
    Screen says "You need an expert to to help you with this problem" and includes a button to request a call back from an agent.
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Find this article at:

https://www.xfinity.com/support/internet/xfinity-internet-support-tool/

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