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

Follow the troubleshooting tips below if you experience issues with your Xfinity Internet or WiFi connection. 

Using the Xfinity app from your mobile device, the Xfinity Assistant, or accessing xfinity.com from your computer provides the same troubleshooting a customer service agent does, but without the wait on the phone. Our online experience can help you effectively troubleshoot and, if required, schedule any necessary technician appointments.

If you’re using your own modem, verify it’s compatible with Xfinity Internet service. If it’s not, consider upgrading to an Xfinity Gateway.  

Xfinity customers who rely on non-verbal communication can access dedicated customer support services through our ASL Support Center.

Troubleshoot using the Xfinity app

You can troubleshoot connectivity issues using the Xfinity app.

1. Select WiFi and click the Troubleshoot option.
   • If the option to run the test isn’t available in the Xfinity app, try updating to the latest version.
2. If our system detects a problem we can’t fix online, you’ll have the option to schedule a technician visit.
3. Refer to the additional troubleshooting tips below if you’re still having an issue.

Troubleshoot using Xfinity Assistant

If you can’t download the Xfinity app, use the Xfinity Assistant to troubleshoot your internet device remotely.

1. You will be asked to sign in using your Xfinity ID and password.
2. Select Troubleshooting help from the available options.
3. Choose the Internet option and follow the prompts.
4. If your issue can’t be resolved, you’ll be connected with a live chat agent.
5. Refer to the additional troubleshooting tips below if you’re still having an issue.

Troubleshoot using xfinity.com

If you can't download the Xfinity app or use the Xfinity Assistant, try troubleshooting on xfinity.com.

1. Visit the Status Center to view your connection status, fix service issues, and check for local Comcast outages.
   
   • You may be asked to sign in using your Xfinity ID and password.
2. If the Restart option presents itself, it can take up to 12 minutes to complete the restart.
   
   • Your home internet will be offline during this process.
3. Refer to the additional troubleshooting tips below if you’re still having an issue.

Tips for troubleshooting internet and network issues

• If the issue affects multiple personal devices, use the Xfinity Assistant to identify outages, perform diagnostics, and troubleshoot.
  • Choose the option for Troubleshooting help.
• Make sure your account is up to date on payments by visiting Manage Billing on the Xfinity app or the Billing tab on xfinity.com. 
  • You may be asked to sign in using your Xfinity ID and password first.
• Check multiple internet-capable devices to see if the problem is with one device or the entire network.
  • Single device issues are often resolved by updating network settings or restarting your personal device.
• Check several apps or websites to ensure the connection issue isn’t specific to a single app or website.
  • If it’s specific to one app or website, the problem isn’t with the gateway or router.
• Check the device WiFi settings to ensure WiFi is on, and you’re connected to your in-home WiFi network.
  • Sometimes a new device will try to join an Xfinity WiFi hotspot (xfinitywifi or XFINITY). Connect to your in-home WiFi network instead.
• Check to see if the WiFi network name and password were changed, and update your personal device WiFi settings to the new name and password, if necessary.
• Confirm the equipment cables are plugged in and the coaxial cable is tightened as much as possible to both the wall outlet and your modem/gateway.
• Make sure you are within a reachable WiFi coverage area from the gateway or router.
  • If there's an area in your home with limited or no internet connectivity and you’re renting an Xfinity Gateway, consider adding WiFi Boost Pods to extend WiFi coverage.
• If you’re using your own router in addition to your gateway, make sure the gateway has bridge mode enabled.
• If you’re using your own modem, verify it’s compatible with Xfinity Internet service. Unplug the power from your modem or gateway, wait one minute, and then plug it back in.
  • Consider upgrading to an Xfinity Gateway.

Resolve other common WiFi issues

• Forgot your WiFi name and password?
  • Visit View and change your WiFi password.
• Network running too slow?
  • Multiple family members and devices using your WiFi at the same time can affect network performance. Explore our speed and equipment options.
• Accidentally connecting to an Xfinity WiFi hotspot instead of your in-home WiFi network?
  • Learn how to prioritize networks by visiting Connecting your devices.
• Setting up a gaming console (PlayStation/Xbox) or a Smart TV that can't connect to the internet?
  • Learn how to connect an online gaming system to your home WiFi network.
• Want to test the download and upload speeds to a single device?
  • Perform an online speed test to test your device.