Basic Self Installation Troubleshooting

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Having some trouble installing your XFINITY services after you've moved or received an XFINITY Self Installation Kit? Here, you can learn more about basic troubleshooting to get your XFINITY services up and running.

General Troubleshooting Steps for All XFINITY Services

  1. Ensure the device connections are "finger tight", including the coax cable from the wall to the back of the device.
  2. Verify all power cords are connected and plugged into a working outlet or power strip.
  3. If your devices are all correctly connected, please make sure you activate your services by going online or by phone to enjoy your XFINITY services. Learn how to activate at Ways to Activate Your Self Installation Kit Devices. Note: X1 Video service cannot be activated online - if the on-screen activation does not work, you will need to contact Comcast.
Note: To prevent interruptions in planned services, it is important to activate your equipment at your new home within seven days of the move-in date originally scheduled with Comcast. For new customers, activation is particularly important for orders that include XFINITY Voice, since waiting too long may result in loss of dial tone or loss of the phone number. Activate all your equipment promptly for best results.

XFINITY TV

  1. Check that your TV and TV Box are plugged in and turned on.
  2. Remember to place batteries in your remote.
  3. For HD TV and HD TV Boxes, ensure your TV input is set to HDMI or Component depending on the cables used to connect the TV Box to the TV.

XFINITY Internet

  1. Make sure you're connected to the network, either by signing in with your WiFi network name and password or by using an Ethernet cable.
  2. If you're connected properly, rebooting your modem will often restore Internet connectivity - the easiest way to do this is by simply unplugging your cable modem for two minutes. Once the cable modem is plugged back in, wait for it to restore connectivity (up to five minutes). See below for modems including phone service. You can also restart your modem remotely using the XFINITY My Account app. Sign in and tap Internet and then Restart this device. For more information on restarting your modem, see Reboot Your Wireless Gateway, Modem or Router.
  3. Finally, you may need to restart the device you're using to access the Internet. If this does not restore your service, check out Troubleshooting Issues with Your XFINITY Internet or WiFi Connection for more information.

XFINITY Voice

For XFINITY Voice customers, try rebooting the modem by pressing the Reset button located on the back of the modem. Press the Reset button until you see the lights go off on the front of the unit. Release the Reset button and wait for all of the indicator lights to come back on.
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Find this article at:

https://www.xfinity.com/support/phone/self-install-basic-troubleshooting/

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