All knowledge base posts in Xfinity Help and Support Forums

ANSWERED: How to get iHeartRadio on Xfinity X1

ComcastJessie — Wed, 02 May 2018 16:35:10 GMT

This article explains iHeartRadio on Xfinity X1

ANSWERED: How to upgrade your devices when you receive an upgrade letter from us?

ComcastJessie — Tue, 24 Apr 2018 14:51:01 GMT

This article describes how to upgrade your modem and television equipment if you received an upgrade notice from Comcast

ANSWERED: How to filter the On Demand Menu on X1

ComcastJessie — Fri, 13 Apr 2018 15:09:54 GMT

In certain On Demand menus included in the Xfinity X1 On-Screen Guide, you can filter and sort programs to narrow your choices or customize your view.

ANSWERED: How to use Apple Pay on xfinity.com?

ComcastJessie — Fri, 13 Apr 2018 14:42:07 GMT

This article discusses how to use Apple Pay and the compatible devices for xfinity.com

ANSWERED: How to find/request a specific television channel on your Xfinity TV?

ComcastJessie — Mon, 02 Apr 2018 21:28:49 GMT

How to find/request a specific television channel on your Xfinity TV?

ANSWERED: Where to seek Malware Removal Assistance

ComcastJessie — Wed, 18 Apr 2018 14:22:02 GMT

This article provides information and links if you think your computer is infected.

ANSWERED: Xfinity Regional Sports Fee Frequently Asked Questions

ComcastJessie — Wed, 07 Mar 2018 16:47:47 GMT

This article includes the most frequently asked questions about the Xfinity Regional Sports Fee

ANSWERED: Finding a compatible modem to go with your Xfinity Internet service

ComcastJessie — Wed, 18 Apr 2018 14:20:59 GMT

How to find a compatible modem with your Xfinity Internet service

ANSWERED: Activating your Xfinity Wireless Gateway

ComcastJessie — Tue, 06 Mar 2018 21:50:00 GMT

Activating an Xfinity Wireless Gateway

This article guides you through the steps to install and activate your Xfinity Gateway. If you are replacing a device that is currently installed in your home, be sure to disconnect that device before following the steps below.

Place Your Gateway

Find the cable and power outlets most centrally located in your home.
Place your Gateway off of the floor and in an open area away from exterior walls, metal surfaces, microwaves, and windows. Avoid cramped spaces and anything that can block the device from broadcasting freely.

Plug in Your Gateway

Plug the power cord into your Gateway and then into an electrical outlet.
Screw one end of the coaxial cable into the Cable In/RF In port on your Gateway and the other end into the cable wall outlet. Make sure the connections are finger tight.
If you subscribe to Xfinity Voice service, connect your telephone to the Tel 1 connection on your Gateway using a telephone cord.

Wait for Your Gateway to be Ready

Your Gateway may reboot, and it could take up to 20 minutes for it to be ready to activate. Make sure the lights appear as described below before moving on to the next step. Do not unplug your Gateway during this process.

If your Gateway has multiple lights on the front, the Power, US/DS, and Online lights should remain solid for at least one minute and the WiFi light(s) should start blinking.
If your Gateway has only one light, it should remain solid white for at least a minute.

Establish a Temporary Internet Connection to Activate

If you prefer to use a smartphone, tablet, or laptop with WiFi connection:

Look for the Network Name (SSID) and Password printed on the side, back, or bottom of your Gateway (the name should look like Home-XXXX or XFSETUP-XXXX).
Select the name from the list of available networks on your WiFi-enabled device and enter the password when prompted. If you're prompted to enter a PIN instead of a password, click the Connect Using a Security Key link to enter the password found on the Gateway.

If you prefer to use an Ethernet connection:

Plug the Ethernet cable into one of the open ports on your Gateway until it clicks. Plug the other end into the Ethernet port of your computer. The Ethernet port will light up when successfully connected.

Activate Your Gateway

Once you've established a temporary Internet connection, if you're not automatically presented with a welcome message to begin setup, open a web browser and navigate to xfinity.com/activate. Follow the on-screen prompts to verify your Xfinity account and complete the activation process.
When you've finished activation, your Gateway may reboot. It may take up to 10 minutes after activation before you can connect to your home network.

Connect to Your Home Network

After the Gateway has been activated and after a possible reboot, you may need to connect your devices to your home network if you changed the network name and password.

Go to the WiFi settings on your WiFi-enabled devices (e.g., smartphone, smart TV, laptop).
Select your home network WiFi name and connect with the password. If you changed this during or after activation, be sure to use the new one you set up.
Note: The Xfinity WiFi home hotspot may take up to 24 hours to broadcast. For more information, please see Questions about the Xfinity WiFi Home Hotspot.

If you're activating an Xfinity xFi Gateway (models Arris 1682G, Cisco 3941T, Technicolor CGM4140COM, or Arris TG3482G), you can use the steps below or download the Xfinity xFi app on the Apple App Store or on Google Play for an easy, guided setup process. To determine the type of Gateway you have, check the make and model information located on the bottom of your device. You can also check this information in My Account.

Activating an XFINITY xFi Gateway with the XFINITY xFi App

Activation Instructions

Launch the XFINITY xFi app and sign in using your XFINITY username and password. (You must be the primary or an unrestricted secondary user to access.)
Select I'm setting up my Wireless Gateway. After activation you can continue to use the XFINITY xFi app to manage your home network.
Select Get Started to begin the process of setting up your Gateway. The entire process should not take longer than 20 minutes.
First, we'll need to identify your Gateway. Select Use Camera to scan the QR code on the side or back of the device. The QR code should contain all of the information needed to begin activation. You may also be prompted to grant the XFINITY xFi app permission to access your smartphone's camera.
- Note: If your device does not have a QR code to scan, you will need to enter the 12-digit CM MAC number found on the side or back of the Gateway. Select Enter Code Manually and follow the on-screen prompts. You may also be prompted to enter the CM MAC number even if your device has a QR code if we need additional information.
Your smartphone's camera will open within the XFINITY xFi app. Find the QR code and focus the camera on it. Once the QR code has been successfully scanned, you will see a green check mark.
- Note: Keep your smartphone as steady as possible. If the camera has trouble focusing on the QR code, try slowly moving your smartphone away from and towards the QR code.
The app will then take you through the necessary steps to set up your Gateway and activate your XFINITY Internet/XFINITY Voice service. For the best WiFi coverage, set up the device in the most centrally located place in your home where there is also a cable outlet.

Also, avoid placing the device in your basement or attic as this can interfere with your WiFi signal. Keep it out of cabinets or closets, and make sure it is off of the floor. Select Next to proceed through these tips.
Once you've found the best spot for your Gateway, follow the instructions to connect the coaxial cable and power cord.

The lights on the front of your Gateway will flash and blink as the device prepares for activation. Select Ready to Go! to continue.
Now that your Gateway is connected, it's time to personalize your home WiFi network name and password. Enter a WiFi name and password that is easy to remember and secure. Select Next.
Confirm the WiFi name and password you entered are correct. If you need to make changes, simply select the back arrow in the top left-hand corner of the screen. If you are also activating XFINITY Voice, you will see your phone number on this screen. Select Confirm and Finish Up.

Note: For customers swapping an existing xFi Gateway with a new one, you may be presented with the WiFi name and password associated with your previous device. You can choose to keep them the same, or create a new WiFi name and password. If you change the name/password, you'll need to reconnect all your devices using the new information.
Your home network setup will now begin. This part of the process can take up to 10 minutes to complete, during which time you will see status updates at the top of the screen. You will also be prompted to enable push notifications to be alerted when activation is complete.
Once your Gateway is activated and your WiFi is ready to go, you'll be presented with instructions on how to connect to your new WiFi network. Two shortcuts are provided to make this process even easier. Simply copy your WiFi password to your clipboard by selecting Copy and then Go to Settings. From there, go to the WiFi settings on your device, wait for your new WiFi name to show in the list of available networks, join the network and then paste your password to connect.

**NOTE**: Remember, you'll need to connect all of your WiFi-enabled devices using the WiFi name and password you created.

ANSWERED: How To Turn Bridge Mode on and off on Xfinity modem

ComcastJessie — Tue, 06 Mar 2018 19:54:08 GMT

How to turn Bridge Mode on and off on Xfinity modem

ANSWERED: Comcast Consumer Privacy

ComcastJessie — Tue, 06 Mar 2018 19:48:53 GMT

Congressional Review Act (CRA) Bill- Comcast Consumer Privacy

ANSWERED: How to Connect to an Xfinity WiFi Hotspot

ComcastJessie — Tue, 06 Mar 2018 18:38:14 GMT

How to connect to an Xfinity WiFi Hotspot

ANSWERED: How to change Xfinity Wifi password

ComcastJessie — Tue, 06 Mar 2018 17:10:16 GMT

In order to keep your Wifi network secure you may need to change your Xfinity Wifi password. Here are a couple of different ways to get that completed.

ANSWERED: How to Export/Import NSS Identity Safe Data

ComcastJessie — Fri, 02 Mar 2018 17:22:11 GMT

EXPORT Identity Safe Data

If you use Identity Safe, before you uninstall NSS you will want to go into Settings > Identity Protection > Log into Identity Safe by clicking on Configure (if not already logged-in)

You will be interested in the Export Data option - you can click on Configure and will be permitted to browse your system for a location to save the data to. You can create an Identity Safe BU folder in my Documents or on your desktop - but the choice of location is yours. Select a location you will remember.

IMPORT Identity Safe Data.

Once NSS is installed, go back to the Identity Protection Settings page (above) and Select Import Data by clicking configure. If you set a password when you saved the data, enter that password, the location of where you saved the data and then click OK. Your Identity Safe data should be restored to what you had before you uninstalled Norton.

ANSWERED: How To Uninstall/Reinstall Norton Security Suite after a problem with Norton program

ComcastJessie — Fri, 02 Mar 2018 17:21:11 GMT

Please note: These instructions should also be followed if changing from one Norton product to another. ie a paid/trial subscription from Norton to the Comcast version, or a version upgrade of NSS which is more than one upgrade old.

If you use Identity Safe, backup your Identity Safe data (See Export instructions here- http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p...

Uninstall NSS via normal removal procedures. (Add/Remove programs )

After it is uninstalled, run the Norton Remove and Reinstall Tool following the instructions here:

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&selected_nav=partner&pvid=&docurl=20...

After running the Removal Tool, reboot and download and install a fresh copy of NSS from here:

http://constantguard.comcast.net/norton?cid=NET_33_601

Once installation is complete, open NSS and manually Run LiveUpdate (located on drop-down under PC Security on left side of main page of NSS) as many times as necessary for it to respond "no more updates available". If a reboot is requested, reboot and then continue to Run LiveUpdate until it responds "no more updates available" and then reboot one last time. Your installation should now be up to date definition wise and ready for use.

After installation and update, complete the Import portion of the instructions here for Identity Safe Data here - http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p...

ANSWERED: How to Uninstall/Reinstall Norton Security Suite under normal/upgrade conditions

ComcastJessie — Fri, 02 Mar 2018 17:18:53 GMT

If you use Identity Safe, backup your Identity Safe data See Export instructions here http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p...

Uninstall NSS via normal removal procedures. (Add/Remove programs )

Please Note: During the uninstall of NSS, you should select the top option "I plan to reinstall a Norton Product in the future. Please leave my settings behind." The reason for the backup (Export/Import of ID Safe data) is a safety factor.

Follow the instructions found here: http://constantguard.comcast.net/norton?cid=NET_33_601 to download and install a fresh copy of NSS.

After installation and update,if your Identity Safe data was not reinstalled, complete the Import portion of the instructions here for Identity Safe Data http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p...

ANSWERED: How to Initially Instal Norton Security Suite?

ComcastJessie — Fri, 02 Mar 2018 16:57:24 GMT

For those of you who have an anti-virus/security program/suite installed on your system, it is important to remove those programs prior to installing NSS. It is recommended that the programs first be removed via Control Panel > Add/Remove Programs. Once the program is removed, do a search for a Removal Tool for that program. Many programs have removal tools available and insure a more thorough removal of the old program and a better chance of a clean install of NSS.

Here is a suggested link to assist with the removal:

http://support.kaspersky.com/us/consumer/tools-utilities?_ga=1.54697835.1371605271.1460378651

Insure your Windows Firewall is turned on.

Turn off all your remaining anti-malware tools (except Windows Firewall) and reboot.

The Norton Security Suite,is available only for Comcast High Speed Internet customers. You can go to the “Get Comcast Norton” page http://constantguard.comcast.net/norton?cid=NET_33_601 and confirm each of the prerequisites listed there and the minimum system requirements on subsequent pages.

You may be required to logon with a Comcast.net Identifier that you use for Comcast Email or for this Forum before you download.

Please follow the instructions for installation and view the video for more clarification.

Once installation is complete, open NSS and manually Run LiveUpdate (located on drop-down under PC Security left side of main page of NSS) as many times as necessary for it to respond "no more updates available". If a reboot is requested, reboot and then continue to Run LiveUpdate until it responds "no more updates available" and then reboot one last time. Your installation should now be up to date definition wise and ready for use.

If any problems/questions feel free to start a new thread on the Anti-Virus Software & Internet Security Board and we'll provide assistance.

ANSWERED: How to contact Comcast?

ComcastJessie — Fri, 09 Mar 2018 16:10:29 GMT

This article provides information on the different ways to contact Comcast if you need immediate assistance.

ANSWERED: Xfinity Internet Data Usage Guide

ComcastJessie — Wed, 14 Feb 2018 17:21:27 GMT

This article is a guide to help you understand some basics about Xfinity data usage

ANSWERED: How To Turn Purchase Protection On and Off for Your Xfinity X1 TV Box

ComcastJessie — Fri, 09 Feb 2018 16:23:06 GMT

This article provides details on how to turn the Purchase Protection feature on/off with the Xfinity X1 On-Screen Guide.