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Friday, February 25th, 2022 5:17 PM

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ANSWERED: How to fix your Xfinity Internet connection using the Xfinity App

Xfinity Internet and WiFi connection troubleshooting


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

TRY THIS FIRST

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.

How To Restart Your Xfinity Gateway

Many common WiFi connectivity issues can be solved by restarting your Xfinity Gateway (our all-in-one WiFi modem and router). The process takes about 10 minutes, and you won’t lose your home network settings. If our system detects a problem that isn’t fixable using our online troubleshooting experience, we’ll offer the option to schedule an appointment with a technician.


What Happens During a Restart

During the restart process, you won't be able to use your home network. If you have Xfinity Voice , you won’t be able to make or receive calls, including emergency 911 calls, from your home phone until your gateway is back online. If you have Xfinity Home, you will not have access to cameras and any connected home automation devices. Security sensors will not be affected.

Note: If restarting your Xfinity Gateway does not solve your connectivity issue, see Internet and WiFi Connection Troubleshooting for additional recommendations on improving your equipment’s performance.

Restart Your Xfinity xFi Gateway

If you rent an xFi Gateway, you can use the Xfinity app, which is available for free on the App Store and Google Play, and sign in using your Xfinity ID and password.

In the Xfinity app, scroll down to Connection Trouble and select Restart Gateway.



Additional Resources

https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting

https://www.xfinity.com/support/articles/troubleshooting-your-cable-modem

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