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Fri, Feb 25, 2022 5:17 PM

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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.

  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

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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