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Friday, February 25th, 2022 5:17 PM


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

​Is your Internet not working? You can check its status, try to fix it yourself or request a call back from one of our agents for help - all on the Xfinity My Account app on your mobile device.​

​Download the App​

​First, download the Xfinity My Account app for​​ ​​Apple​​ ​​or​​ ​​Android​​, and sign in using your Xfinity ID and password.​

​Restart Your Device (Gateway/Modem)​

​Restarting your modem can fix a lot of common problems.​

  1. ​When you open the app, tap​​ ​​Internet​​ ​​on the​​ ​​Overview​​ ​​screen.​
    Overview screen with Internet option on the bottom.
  2. ​Choose the device that has technical issues.​
    Devices option on the middle of the screen.
  3. ​Tap​​ ​​Restart this device​​ ​​if you’re on an Apple device. If you’re on an Android device, tap the​​ ​​Troubleshoot​​ ​​option instead.​
    Android screen with Troubleshoot option on the bottom, under Support.
  4. ​It’ll take five to seven minutes to scan your system, restart your modem and check its performance. Tap​​ ​​Start Troubleshooting​​ ​​to start the scan.​
    Troubleshooting screen with Start Troubleshooting option on the bottom.
  5. ​We’ll connect to your device for the scan.​
  6. ​You’ll see the message: "Restarting your device should take less than 10 minutes. This will not erase any of your settings or change your Wi-Fi name or password. If you have XFINITY Voice, we won't restart until all in-progress calls are finished." Confirm that you’d like to restart by tapping​​ ​​Restart Device​​.​
    Restart device screen with message.
  7. ​After the restart begins, wait about 10 minutes, and then check to see if your Internet is working. If it’s fixed, tap​​ ​​Yes​​. If not, tap​​ ​​No​​.​
    Did restarting your modem fix your Internet message, with yes and no options below.
  8. ​Tapping​​ ​​Yes​​ ​​will show: "Glad to hear it all worked out!" and a green confirmation checkmark.​

    ​Tapping​​ ​​No​​ ​​will show a few options for what to do next, including a page for​​ ​​common problems and solutions​​, tweeting us at​​ ​​@XfinitySupport​​ on Twitter, or scheduling a call so we can help.​

​Common Problems and Solutions​

​Tap​​ ​​Common problems & solutions​​ ​​from either the screen above or the screen that shows your modem to see helpful frequently asked questions (FAQs).​
Modem screen with support options on the bottom.

Common problems and solutions screen.

​Additional Resources​



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