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Mon, Aug 14, 2017 10:00 AM


ANSWERED: How To Troubleshoot Your Home WiFi Network with XFINITY xFi

For an overview of the XFINITY xFi web portal ( and app for mobile devices, see our web portal and mobile app article. For tips on managing your home network, see personalizing your home network with XFINITY xFi.


How To Troubleshoot Your Home WiFi Network with XFINITY xFi



xFi Gateway Restart

If you are experiencing home WiFi connectivity issues, you can restart your Gateway from the Overview sections of the xFi web portal, mobile app and the xFi app on X1.
  • In the xFi app on X1, select Restart Gateway from the main overview screen.
  • On the web portal, scroll down to Troubleshooting and select Restart.
  • In the xFi mobile app, scroll down to Connection Trouble and select Restart Gateway.
You can also restart your Gateway from the More section of the xFi web portal and mobile app. Select More > Help, then select Restart next to Restart Your Gateway.

It can take up to 10 minutes to restart your Gateway. During this time, you won't be able to use your home network, connect to the Internet or stream video on certain TV Boxes. If you have Xfinity Voice, you will not be able to make or receive calls, including emergency 911 calls, until your Gateway is back online.

Troubleshoot a Device

If you are having issues with one of the devices connected to your home network, select that device from the Devices section of the xFi web portal or mobile app. Scroll down on the device page and select Troubleshoot Device.

You can also troubleshoot a device by navigating to the Network section in the xFi web portal or mobile app. Scroll down to Troubleshoot a Device and select the device that is experiencing connection issues. Follow the prompts to determine what the issue may be and get tips on how to fix it.

The tool will run several health and diagnostic checks to assess whether the connectivity of the device is strong enough to support the function you are trying to perform (surfing the web, streaming video, etc.).

If the test reveals that there may be a problem with the connectivity of the device, you will be given relevant troubleshooting tips to improve the connection and signal.

Note: The Troubleshoot a Device option is not available if you have xFi Pods on your account
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