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

***Updated 3/10/2026***

Try these tips if you have problems with your Xfinity Internet or WiFi connection.

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

Xfinity customers who use non-verbal communication can get help through our American Sign Language (ASL) Support Center.

Troubleshoot using Xfinity Assistant

1. Open Xfinity Assistant.
2. Sign in using your Xfinity ID and password.
3. Select Troubleshooting help from the available options.
4. Choose the Internet option and follow the prompts.
5. Connect with a live chat agent if your issue can't be fixed.
6. Check the tips for troubleshooting below if you still have issues.

You can also access the Xfinity Assistant from the Service tab in the Xfinity app. Navigate to Xfinity App > Services > then scroll to the bottom of the page to access Ask Xfinity Assistant.

Troubleshoot using the Xfinity app

1. Open the Xfinity app and sign in using the Primary Manager or Member’s Xfinity ID and password.
2. Select WiFi and click Troubleshoot.
   • If you can't run the test, update to the latest version.
3. Schedule a technician if our system finds a problem it can't fix online.
4. Check the tips for troubleshooting below if you still have issues.

Troubleshoot using xfinity.com

1. Go to the Support page.
2. If you are in an outage, the Support page will alert you of this. While in an outage, you won’t be able to troubleshoot. You can check the status of the outage anytime on the Outage Map.
3. Sign in with your Xfinity ID and password.
4. Click Troubleshoot to begin.
5. Check the tips for troubleshooting below if you still have issues.

Tips for troubleshooting internet and network issues

• If the issue affects multiple personal devices, use Xfinity Assistant to find outages, perform diagnostics, and troubleshoot.
  • Choose Troubleshooting help.
• Confirm your account is up to date on payments by going to Manage billing on the Xfinity app or the Billing tab on xfinity.com.
  • You may need to sign in using your Xfinity ID and password first.
• Check multiple internet-capable devices to see if the problem is with one or the entire network.
  • Single device issues are often fixed by updating network settings or restarting your personal device.
• Check some apps or websites to confirm 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 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 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 WiFi Boost Pods to extend 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. 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. Check 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 going to 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 download and upload speeds to a single device?
  • Run a speed test on your device.