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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.
- When you open the app, tap Internet on the Overview screen.
- Choose the device that has technical issues.
- Tap Restart this device if you’re on an Apple device. If you’re on an Android device, tap the Troubleshoot option instead.
- 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.
- We’ll connect to your device for the scan.
- 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.
- 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.
- 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).
Additional Resources
https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting
https://www.xfinity.com/support/articles/my-account-app-apple-faqs
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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.
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