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Thursday, August 10th, 2017 12:00 PM


ANSWERED: How to Troubleshoot Your Xfinity Internet Connection

​​Find out how to fix common issues with your internet and WiFi connection.

Before you start troubleshooting, make sure your device is connected to your in-home WiFi network and not the Xfinity WiFi Hotspot.


If you have an xFi Gateway, start by running a full network test in the Xfinity app. If you have an older Gateway,performing a restart of your Xfinity Gateway is the most common way to fix internet-related issues. If our system detects an issue that can't be fixed through online troubleshooting, you'll have the option to schedule an appointment with one of our technicians.

Note: If you purchased your own approved modem, press the equipment’s restart button. You can also quickly reset your modem using the Xfinity app (download our Xfinity apps).

If the gateway/modem restart process doesn't solve your issue, try one of the following sections below, or get help connecting to the network for the first time.

Troubleshoot internet through the Xfinity app

Customers with xFi Gateways can troubleshoot connectivity issues using the Xfinity app. Select Run a test from WiFi. Follow the on-screen prompts to determine if there is a connectivity issue and how best to fix it. If the option to run a test is not available, try updating to the latest version of the app.

Customers with older Xfinity Gateways or who own their own modems can use the Xfinity app to run a speed test and restart their modem/gateway.

Troubleshoot internet through

  1. Go to the Devices page in your account. (You may be asked to sign in using your Xfinity ID and password.)
  2. Scroll down to Run Diagnostic Check and click Get Started.
    The Run Diagnostic Check page is displayed.

  3. It will scan your system to see if there are any issues.
    • If everything looks good, but you’re still experiencing issues, restart your modem by scrolling further down the page to the Internet & Voice section, where your modem should be listed.
  4. Click on Restart Modem to begin your modem restart. This can take up to seven minutes. Your home internet will be offline during this process.
    The Internet & Voice page is displayed with the Restart Modem button at the bottom center.

Troubleshoot internet and network issues

If the issue is affecting multiple mobile devices, perform the following steps:

  • Check several apps or websites to make certain the connection issue is not specific to one in particular.
  • Check for local outages using theXfinity Status Center Outage Map.
  • Confirm the equipment cables are plugged in and the coaxial cable has been tightened as much as possible using your fingers to both the wall outlet and your equipment.
  • Unplug your equipment, wait one minute and then plug it back in.
    • This method, known as power cycling or rebooting, can fix many connection problems.
  • Make sure your account is up to date on payments by going to the Billing tabin your account.
    • You may be asked to sign in using your Xfinity ID and password first.
  • If there's an area in your home with limited or no internet connectivity, consider adding WiFi Boost Pods to extend WiFi coverage.

Troubleshoot connectivity affecting individual devices

The section above focuses on solving network-level issues. If you're having connection problems with a specific mobile device, the best way to troubleshoot is with the Xfinity app.
  1. Log in to the Xfinity app.
  2. Select theWiFitab.
  3. Select the specific device having issues.
  4. Scroll down and select Troubleshoot Device.
  5. Follow the prompts to determine what the problem may be and how to fix it.

Resolve other common WiFi issues

Tips to improve your WiFi connection

For optimal WiFi coverage and strength, ensure your gateway is:

  • Placed in a central area of your home.
  • Elevated (off the floor) and in an upright position.
  • In an open space, free of obstructions.
  • Using one WiFi Name and Password for your home network.

To minimize interference with your WiFi signal, place your gateway away from:

  • Walls and furniture.
  • Metal surfaces (including computer cases).
  • Halogen/fluorescent lighting.
  • Microwaves and refrigerators.
  • TVs and computer monitors.
  • Most cordless phones.
  • Baby monitors.
  • Large amounts of water (like aquariums and water heaters).

Other factors that can impact WiFi connectivity

  • The number of WiFi devices connected to your network.
  • Interference from neighboring WiFi networks, especially during peak hours.
  • Limitations of mobile devices.
  • The distance between your gateway and a mobile device.

Additional information

Visit our Online Support Center to find common solutions and self-help options, troubleshoot or manage your account and more.

The easiest way to manage and troubleshootyour Xfinity experience is with the Xfinity app! Download it for free from Google Play or the App Store, or text "APP" to 266278.​ ​ ​​

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