Internet

This article provides you with some tips for troubleshooting your XFINITY Internet connection

This article explains what XFINITY On Demand is and how to use it

How to connect to an Xfinity WiFi Hotspot

This article explains how to disable the XFINITY WiFi Hotspots on your Comcast modem

Many factors may impact WiFi connectivity in your home. Take the following into consideration for better WiFi performance: Check Gateway/Router Placement Place your Gateway, modem or router in the most central location of your home, preferably on the main floor instead of the attic or basement. Make sure it is at least a couple of feet off of the floor and confirm that the coax cable connection is finger tight. Avoid putting your Gateway or router in cramped spaces or next to anything that can block the WiFi signal. The best position is in an open space away from thick surfaces (e.g., concrete walls) and other household electronics that may cause interference with the WiFi signal, such as baby monitors, cordless phones, microwave ovens, refrigerators and Bluetooth-connected devices. **Note**:   Consider adding Xfinity xFi Pods to help extend your home WiFi coverage throughout your home. To learn more and purchase, go to   xfinity.com/xfipods. Regularly Reboot Your Equipment Rebooting (or restarting) your Gateway, modem or router is good for the device's health and for your home WiFi performance. Doing this allows the device to update its software, if necessary, which can help optimize your connection and speed. Learn   how to restart your WiFi equipment. Confirm Your WiFi Network Sometimes you may be connected to your Gateway's public WiFi hotspot network (xfinitywifi) or secure hotspot network (XFINITY), which can limit your WiFi speed. Go to the WiFi settings of your device to make sure you're connected to your personal in-home WiFi network. Connect High-Bandwidth Devices via Ethernet Whenever possible, plugging stationary devices directly into your Gateway or router using an Ethernet cable may provide optimal connectivity. For example, it's ideal for desktop computers, gaming consoles and video streaming devices to be connected with an Ethernet cable instead of connecting wirelessly, since activities on those devices use a lot of bandwidth (e.g., graphic-rich online gaming, movies or TV shows). Check Bridge Mode and Antennae for Third-Party Routers If you use your own router along with your Gateway, make sure the Gateway is in bridge mode. Learn more about   bridge mode. You'll also want to position the antennae of your router so that one is pointing vertically (12 o'clock), and the other one is pointing horizontally (either 3 or 9 o'clock) to broadcast the strongest signal. Consider a Different Speed Option If many devices access your home WiFi network at the same time, you may want to consider a higher speed tier to improve your network's performance. We offer several speed options to serve your needs. Visit My Account to see which level of Internet service you have and the upgrade options that are available. Other Factors That May Impact WiFi Connectivity: Technical limitations of personal devices (e.g., an older phone that can't handle faster speeds, out of date operating systems, etc.) The distance between personal devices and your Gateway/modem/router Older devices which could be consuming bandwidth and slowing down your network       Additional Resources For more information, refer to   Xfinity's in-home WiFi tip sheet. For details about staying connected to your home WiFi network, see how to   troubleshoot Xfinity Internet or WiFi connection. If your Gateway is several years old, it may be time to upgrade. Find out more about   upgrading your wireless network equipment. For additional information, refer to Improving your Xfinity WiFi.

In order to keep your Wifi network secure you may need to change your Xfinity Wifi password. Here are a couple of different ways to get that completed. 

Question   Need to turn off the 5gz Wifi network and only run the 2.4gz so I can install my security cameras (Zmodo), how do I do this?   Answer   Your Xfinity Wireless Gateway broadcasts an additional “xfinitywifi” network signal, creating an extension of the Xfinity WiFi network right in your home. We designed this feature for you and this service is completely separate from your secure, private home WiFi network and allows guests to sign in and connect without sharing your secure network password. Your Home Hotspot is included with your service at no additional charge. To learn how to enable or disable your Xfinity WiFi Home Hotspot, please read the instructions below. Notes: Xfinity WiFi hotspots are available at no extra charge if you rent an Xfinity Gateway, including the xFi Advanced Gateway (model numbers TG3482G, CGM4140COM), xFi Gateway (model numbers DPC3939, DPC3941T, TG1682G), and Xfinity Gateway 2 (model numbers Arris TG852G and TG862G, Technicolor TC8305C). Find your Gateway make and model by looking at the UPC seal located on the bottom or back of your device. We encourage you to keep the Xfinity WiFi Home Hotspot feature enabled, as it allows more people to enjoy the benefits of Xfinity WiFi.     Enable or Disable the Xfinity WiFi Home Hotspot Feature in My Account Go to   https://customer.xfinity.com/#/settings/security/hotspot. Sign in to your account using your Xfinity username and password. Click   Turn Off   or   Turn On   to disable or enable your public hotspot. (Note:   Your default hotspot status is enabled.) Confirm your selection. A confirmation message will appear.   **Note**:   If you are presented with information about Xfinity WiFi but do not see the option to   Turn On   or   Turn Off, you have a device that is not eligible for the feature and is not broadcasting a public hotspot signal. To learn more about the home hotspot feature, to find a hotspot near you, or to download the Xfinity WiFi Hotspots app, visit   xfinity.com/wifi.     Hiding or Disabling Your In-Home WiFi Network in the Local Admin Tool Begin by connecting to your WiFi network and accessing 10.0.0.1 from a web browser. Navigate to   Gateway > Connection > Wi-Fi, where you will see your private WiFi network name(s) displayed.   If you would like to hide your WiFi network from broadcasting (this will prevent your WiFi name from being visible in a list of networks), uncheck the   Enabled   box in the   Broadcast Network Name (SSID)   field at the bottom of the page. If you would like to disable the radio that transmits your WiFi network's signal (this will disable your WiFi), select   Disable   in the   Wireless Network   field. To complete either change, click   Save Settings   at the bottom of the page.   To complete either change, click   SAVE SETTINGS   at the bottom of the page.     Hiding Your In-Home WiFi Network in Xfinity xFi Visit   www.xfinity.com/myxFi   or open the Xfinity xFi app and sign in with your Xfinity username and password. Navigate to the   Network   section, where you will see your WiFi name(s) displayed at the top of the page.   If you would like to hide your WiFi network from broadcasting, select   Edit   next to your   WiFi   name. A new dialog window will appear. Uncheck   Broadcast WiFi Name   and select   Apply Changes   at the bottom of the dialog window. ​ **Note**:   You cannot disable your WiFi network in Xfinity xFi.     Learn More Read more about turning your Xfinity WiFi Hotspot On or Off. Read more about hiding or disabling your in-home WiFi Network. Read about the most common   Xfinity WiFi Home Hotspot questions. See   Xfinity WiFi Home Hotspots   to learn more about the nation's largest and fastest WiFi network.

Question   My Comcast Internet services were just installed, how do I find my WiFi network?     Answer   The following instructions are for Xfinity Wireless Gateways only. If you use an approved third-party modem or router for your Internet services, please refer to its user manual.   Your Xfinity Gateway comes with a default WiFi network name and password. If you have never personalized your WiFi network name and password, you can retrieve your default WiFi information on the side or bottom panel of your Gateway:     If you change your password from default settings (strongly recommended), you can access the information several ways: Xfinity My Account Online Xfinity My Account App for Mobile Devices Xfinity xFi X1 TV Box (View Only) Xfinity Wireless Gateway Admin Tool Any time you change a WiFi name or password, you must reconnect all your WiFi-enabled devices by entering the updated network name and password under the device's WiFi settings. **Note**:   Xfinity Gateways provide dual-band (2.4 GHz and 5 GHz) functionality and the ability to broadcast two networks. If you have an xFi Gateway (Arris 1682G, Cisco 3941T, Arris 3482G, Technicolor CGM4140COM, Cisco DPC3939 or Arris X5001), we strongly recommend using the   same network name and password for both bands. Doing so allows the device to optimize network traffic and improve connectivity. Xfinity My Account Online To access your WiFi information via My Account using a web browser your desktop, laptop or mobile device: Log into   My Account If you do not remember your Xfinity username and password, please   reset your password. Click   Settings   on the top of the page. (You can also click   Manage Settings   on the right-hand side or scroll down and select the   Manage Internet   tile.) Click   WiFi Network & Password. Click   Edit. From here you can change your WiFi network's name and password. Xfinity My Account App for Mobile Devices The Xfinity My Account app for mobile devices allows you to manage your Xfinity services and account settings on-the-go. Download for Apple devices Download for Android devices Log into the Xfinity My Account app. Click   Internet   on the bottom navigational menu. Click on the image of the individual Gateway you wish to edit. Click   Show WiFi settings   to view your WiFi information. Click   Change WiFi Settings   to modify these settings. If you have created an xFi account to manage your home WiFi, you will be directed to the   xFi portal.     Xfinity xFi xFi provides Xfinity customers the ability to personalize and control their home WiFi experience. To access and manage your WiFi information: Login at   www.xfinity.com/myxFi   or via the Xfinity xFi app (Download   Apple   /   Android). At the top of the   Overview   page, your WiFi name(s) is displayed. To see your password, touch or click   Show Passwords. To make changes, touch or click   Edit WiFi. Select   Apply Changes   after making any updates. Note:   To access Xfinity xFi, you must be an Xfinity Internet customer with an xFi Gateway. For additional information, please see   our Xfinity xFi Overview. X1 TV Box (View Only) For xFi Users If you have created an xFi account, the X1 TV Box offers perhaps the fastest way to access your WiFi network name and password. Using the X1 Voice Remote, press the microphone button and ask, "What's my WiFi password?" or "What is my WiFi information?" The password(s) and network name(s) will appear on the screen. You can also access your WiFi information via X1 TV Box's menu. Press the   xfinity   button on your remote control and select the   Apps   icon. Scroll down to the   Xfinity   row and then select the   Xfinity xFi app. Select   Show Wifi Password. Note:   You can navigate to the   People   and   Devices   sections to view all the connected devices in your home and pause WiFi access for a specific device or group of devices. For Xfinity Internet Subscribers without xFi Press the   xfinity   button on your remote. Scroll to the right in the menu provided and select the   gear   icon. Scroll down in the menu and select   Help. Scroll to the right and select the   WiFi tile   located under the   Troubleshooting   section. Your WiFi network name(s) and password will be displayed. Xfinity Wireless Gateway Admin Tool While many find that My Account, xFi and X1 are their preferred tools for accessing WiFi information, you may also wish to use the Xfinity Admin Tool if you are a more advanced user. Connect a laptop, computer or mobile device to your home Internet network either by WiFi or an Ethernet cable that is connected directly to your Wireless Gateway. Open a web browser and go to the Admin Tool (http://10.0.0.1). This is the wireless gateway's administration site. The default settings to access the Admin Tool are: Username: admin Password: password (case-sensitive) Click   Login. **Note**:   If you previously changed your Admin Tool password, you will need to use your new login information. If you don't remember your Admin Tool password, you will need to factory reset your Wireless Gateway. On the left navigation menu, select   Gateway, then   Connection   and then   WiFi. Under Private WiFi Network, you'll see the Name (SSID) of your WiFi network. Click Edit. If two network names display, click edit for both 2.4 GHz and 5GHz bands to view each band's settings. Check the box next to   Show Network Password   and the password will be displayed. After making changes, click   Save Settings.   How to Find Your WiFi Information on an Approved Modem and/or Router If you don't have an Xfinity Wireless Gateway but use an approved modem and/or router with your Xfinity Internet service, you can retrieve your WiFi network name and password by consulting your equipment manufacturer's user manual. Visit  MyDeviceInfo  and click on the link specific to your equipment to see more product/technical support information.     Additional Resources Manage Your Home WiFi with xFi Discover how easy it is to personalize and manage family WiFi. Share Your Network and Password information with Friends and Family It's easy to share your WiFi information with your friends and family. Having trouble staying connected to your WiFi network? Check out how to troubleshoot Internet connections. Connect Your Devices For step-by-step instructions, including a brief video, on how to connect different kinds of devices, read about connecting to a WiFi network.   How to View and Change Your WiFi Network Name and WiFi Password Instructions for viewing and changing your WiFi Name and Password for Wireless Gateways.

Your home Gateway (such as the Xfinity xFi Gateway) broadcasts two radio bands to ensure an optimal in-home WiFi experience— one band focused on speed, and one focused on coverage.   These bands work best when they’re operating on a simple, personalized network. Simplifying and customizing your network will make it more secure and provide your devices with better connectivity, and we can help you get there.   Some Background: Understanding the 2.4 GHz and 5 GHz Bands The 2.4 GHz band offers better WiFi coverage, but is prone to more congestion due to heavy network traffic. The 5 GHz band offers less range, but delivers faster speeds thanks to less congestion and wider channels.     Understanding how xFi Gateways work Xfinity xFi Gateways are all-in-one devices that deliver whole-home WiFi coverage, fast Internet speed and the ability to control your home network - for the ultimate connected experience. xFi Gateways are "dual band," meaning that they broadcast two separate radio bands for their WiFi network - a 2.4 GHz band and a 5 GHz band. Historically, you were encouraged to use a different WiFi name and password for each band. You then had to choose which band your devices should connect to. Knowing which would provide the best connection and performance was guesswork. That’s now changed. With the advanced intelligence of xFi Gateways, using the same name and password for the 2.4 GHz and 5 GHz bands lets the Gateway sort out which one will provide a better connection at any given time. You will still have both bands and all the associated functionality, channels and range. However, by using the same WiFi name and password for both, devices will connect seamlessly to the most optimal band at any given time. This is called "band steering." If you have an xFi Gateway (Arris 1682G, Cisco 3941T, Cisco DPC3939, Arris 3482G, Technicolor CGM4140COM or Arris X5001), you should simplify your WiFi and switch to using a single SSID - that is, use the same WiFi name and password for both your 2.4 GHz and 5 GHz bands, so you can take advantage of this seamless connection to the best network. Changing your WiFi name and password To get started using the same WiFi name and password across your entire home network, you can login to the   xFi mobile app   or Website. Once you’re logged in, look for the Network menu. Once you’ve located it, select the Edit WiFi option. From there, you can update your WiFi name and password—it’s that simple.   **Note**: You may need to reconnect some of your devices when using these new settings. Once it’s all said and done, your devices can choose between the best in-home WiFi connection at all times.   You can also automatically simplify to one name and password by selecting the Simplify Your WiFi tile under the Just for You header in the Overview section of xFi.   **Note**: If  you have installed xFi Pods, the option to have split 2.4 and 5 GHz bands   is disabled.   Added benefits of using one WiFi name and password for your network include fewer connectivity issues, a more secure home WiFi experience, and less troubleshooting. If you’re ready to get the most out of nation’s fastest Internet,   log in to xFi today   and get started.      Frequently Asked Questions I only see one in-home WiFi name now and I used to see two - what happened? When you have a single name and password for your 2.4 GHz and 5 GHz bands, you will only see one option to connect. Please be assured that the second WiFi band is still working in the background to optimize your connection. What action do I need to take? If you aren't already using the same WiFi name and password for the 2.4 GHz and 5 GHz bands, you should update your WiFi name and password. The easiest way to update your settings is to select  Simplify Your WiFi  from the  Overview   section of the  xFi website  or mobile app. You can also update your WiFi name and password by selecting  Edit WiFi  from the  Network   section of the Xfinity xFi app or website.  Learn more about xFi network settings . We'll take care of the rest in the background to optimize your network How do I know if I have an xFi Gateway with this feature? This is eligible on Gateway models Arris 1682G, Cisco 3941T, Arris 3482G, Technicolor CGM4140COM, Cisco DPC3939 and Arris X5001. To determine the type of Gateway you have, check the make and model information located on the bottom of your device. You can also log in to My Account and select  Devices   to view the make and model of your Gateway. What is band steering and how does it work? Band steering means the xFi Gateway determines which WiFi network band (the 2.4 GHz band or the 5 GHz band) is most optimal for a device's WiFi connection at any given time. It seamlessly changes to the best band based on signal strength and WiFi congestion thresholds. To enable band steering, the 2.4 GHz and 5 GHz bands must have the same WiFi name and password. What happens if the 2.4 GHz and 5 GHz WiFi network band names and passwords are different? If the WiFi network names and/or passwords are different, you will not be able to take advantage of band steering and will need to manually manage which WiFi network band each device connects to. This may lead to slow and intermittent connectivity issues. For example, if a mobile device is connected to the 5 GHz band and loses connection due to distance, you may need to manually reconnect to the 2.4 GHz band. With the same name and password, that process will occur automatically.     Additional Resources For more information refer to  Benefits of Using One WiFi Name and Password for Your Home Network For additional assistance with your Xfinity WiFi see  How to improve your Xfinity Wifi For additional assistance with troubleshooting your Xfinity WiFi see How To Troubleshoot Your Home WiFi Network with XFINITY xFi