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How to Update Your Xfinity Equipment Online Over time, Internet and TV equipment must be updated to keep up with the latest technology. If you rent equipment from Comcast, you are eligible for an update - on us! If you own your equipment, please see   more about updating your modem   for instructions on how to find a modem compatible with your services. Whether you own or rent, we will contact you when it is time for an update. Customers who rent equipment and are eligible for a Self-Install Kit can order their new equipment at   xfinity.com/equipmentupdate. To see these instructions in a different language, check out: How to Update Your Xfinity Equipment Online (Chinese) How to Update Your Xfinity Equipment Online (Portuguese) How to Update Your Xfinity Equipment Online (Russian) How to Update Your Xfinity Equipment Online (Tagalog) How to Update Your Xfinity Equipment Online (Vietnamese)     Updating Equipment Online via Self-Install Kit Click the   Update Now   button in the email provided   or   navigate to   xfinity.com/equipmentupdate. You will be prompted to login using your Xfinity ID and password.   Click the   Get Started   button.   Review the details in the   What You Have   and   What You'll Get   fields to make sure the equipment listed is correct. Click the   Continue   button when you're ready to proceed.   Review your shipping and delivery address details. Then, click the   Submit Order   button to complete the process.   A confirmation message will appear, and we'll send a tracking number to the preferred email address on your account so you can monitor your shipment.   If you are not eligible for a Self-Install Kit, you can   Schedule a Callback   for a representative to assist you with the installation process.   Once you schedule the callback, you will receive a confirmation message.         How to Upgrade Your Modem Get the most from your wireless home network by upgrading your equipment and updating firmware. Overview Because outdated equipment and firmware can slow down what would otherwise be a fast connection, you'll want to make sure your network setup is always up-to-date to get the most out of your Xfinity Internet service. Like computers and mobile devices, new WiFi equipment models are released regularly. While you don't need to immediately update your equipment to keep your home network running, you could be missing out on improved services if you continue to use older models.           Upgrade Your Owned Modem If you want to enjoy our faster Internet speeds, such as Blast!, a DOCSIS 3.0 or above modem is required. You can rent one of our DOCSIS 3.0 Xfinity xFi Gateways, or you can buy an approved modem at a retail outlet near you. If you own your equipment, be sure to check   mydeviceinfo.xfinity.com   to find out if your equipment is compatible with your Internet speed. If you rent equipment through Comcast and have been notified that you are eligible for an equipment upgrade, please visit   www.xfinity.com/equipmentupdate. Before purchasing a new modem, be sure to check   mydeviceinfo.xfinity.com   for compatible devices. Benefits of Renting from Us One advantage of renting an Xfinity xFi Gateway is that we regularly update our firmware automatically, so you don't have to check for new updates. Gateways also support the fastest Internet speeds over WiFi to ensure you're getting optimal performance and coverage throughout your home. Learn more about the   benefits of renting an xFi Gateway. Using a Modem and Router If you don't have an Xfinity xFi Gateway, you'll need to periodically check for firmware updates. Generally, you can check for these updates through your router's administration site. For specific instructions, please see your router's user guide.       Replacing Your Equipment FAQs Why am I being asked to replace my equipment? Over time, Internet and TV equipment must be updated to keep up with the latest technology. If you rent equipment from Comcast, you can get an update - on us! Learn more about the importance of upgrading your equipment. How much will my new equipment cost? If you rent equipment and install the new TV Box and/or modem yourself, there's no charge for exchanging. We can also schedule a professional installation, but an additional fee may apply. What do I need to do with the old equipment once I receive my new device(s)? There are three options for returning your rented equipment: By mail:   Use the return label in your Self-Install Kit. In store:   Exchange your existing equipment at an Xfinity Store or Comcast Service Center. By appointment:   If your new equipment is professionally installed, your technician takes your existing equipment.   Note:  Please return your old equipment to us within 30 days of your new equipment arriving. There is a  charge  for unreturned equipment. How quickly will I get my new equipment? If you choose to have your equipment mailed to you, you should receive your new equipment in three to five business days. When confirm an email address with you, you'll receive a tracking number. If you have any additional questions,  contact us  and mention "equipment update."          Additional Resources https://www.xfinity.com/support/articles/update-your-xfinity-equipment-online https://www.xfinity.com/support/articles/upgrade-modem https://www.xfinity.com/support/articles/replace-your-xfinity-equipment ... View more

As of 04/25/18, you will notice new Xfinity Forum badges. These badges will be in addition to our existing badges and will be awarded for performing new actions within the community.   Knowledge Base Badges: Our Knowledge Base is an area in the community where our most active, well written posts live. The Knowledge Base is important for the community as it collects the best forum posts in one place so they are easily accessible and searchable (similar to a library of curated content). You will be able to easily identify these articles in the community as they have the word ANSWERED at the beginning of the title.   These articles come directly from posts in the community and can be authored by any registered forum user. For every article you help author, you will listed as a contributor right on that article. The more articles you contribute to, the more badges you will receive.   Unified Badges: Unified badges are our most exciting badges yet. They require you to complete all of our most important forum actions to receive them. This means that you must be actively posting, replying to others, having your replies marked as the Best Answer on a post, receive kudos from the community, and contribute to Knowledge Base articles.   These badges will be a little more difficult to receive than other badges, but they are much more rewarding. We welcome you to actively participate in the community in different ways so you can be awarded these new badges.   Good Luck!! ... View more

In certain On Demand menus included in the Xfinity X1 On-Screen Guide, you can filter and sort programs to narrow your choices or customize your view. Just follow the instructions below: Filter Your X1 On Demand Menu Press the   xfinity   button on your remote. Use the   right arrow   or   left arrow   button to navigate to   On Demand, and press the   OK   button on your remote. Navigate to the category in the   On Demand   menu that you wish to view. For example,   On Demand > Movies > Top 50 New & Most Popular   or   On Demand > Networks > HBO > Movies > View All. If you have browsed down the page, use the   Page Up   button to return to the top row of programs. Press the   up arrow   button to highlight   Filter   and press   OK   on your remote.   Use the   up arrow   and   down arrow   buttons to navigate to the desired filter. Once you have reached the desired filter, use the   left arrow   and   right arrow   buttons to toggle through the available filter options. Then press   OK   on your remote to activate a filter. You can filter by: Content Type:   Choose the   HD   filter and then choose   All   or   HD only. Free or Pay - Free to Me:   Filter for only those programs included in your subscription. Choose   All   or   Free to Me. New Only:   Filter for programs added in the last seven days. Choose   Off   or   On. Closed Captioning:   Filter for only those programs that include Closed Captioning (CC). Choose   Off   or   On. (To learn more, see about   accessibility features for X1.) Language:   Filter for programming in English, Spanish or French. Choose   All,   English,   Spanish   or   French. SAP, Video Description:   Filter for only those programs that include Spanish Secondary Audio (SAP) or Video Description (DVS). Choose   Off,   SAP   or   DVS.   You will now see programs included in the filters selected. These filters will persist in this menu for the duration of your session (four hours). To sort On Demand programs, scroll up to   Sort   and press   OK   on your remote. You can sort by: Popular Most Recent A-Z (Alphabetical) Rotten Tomatoes: Sort by Rotten Tomatoes'   Critic Score   or   Audience Score   Select the sort you want to use and press   OK   on your remote once more. Programs will now be sorted based on your selection. The sort will also persist in that menu for your session (four hours).       Additional Resources: https://www.xfinity.com/support/articles/x1-filtering-on-demand ... View more

Customers can now pay their bill online using Apple Pay in the Safari web browser with a compatible Apple device. To use Apple Pay, you must first add a credit or debit card to your Apple Wallet.   To learn about device compatibility and how to set up and use Apple Pay, visit http://www.apple.com/apple-pay/     Go to   https://customer.xfinity.com/#/billing/payment   in the Safari web browser using an   Apple Pay compatible device. Sign in to your account using your Xfinity username and password. On the bill pay page, choose your payment amount from either the full current balance due or another amount. (Note:   You can't schedule a payment in advance using Apple Pay, so make sure to pick today’s date as the   Payment Date.)   Under   Payment Method, select   Apple Pay. Click   Continue. Review your Apple Pay card and billing and contact information. Touch your finger on the home button to   Pay with Touch ID.   A confirmation message will appear.     Apple Pay is compatible with these devices   Per Apple's website, Apple Pay is currently available on the following devices:   "iPhone iPhone models with Face ID iPhone models with Touch ID, except for iPhone 5s Identify your iPhone model to see if it supports Apple Pay. You can use Apple Pay with a compatible iPhone for purchases and payments: In stores 1 Within apps On the web in Safari 2 Within transit systems in some countries and regions 3 Person to person 4 At some schools with your student ID 5 In Business Chat 6   iPad iPad Pro, iPad Air, iPad, and iPad mini models with Touch ID or Face ID You can use Apple Pay with a compatible iPad for purchases and payments: Within apps On the web in Safari 2 Person to person 4 In Business Chat 6     Apple Watch Apple Watch Series 1 and 2 and later Apple Watch (1st generation) 7 You can use Apple Pay with a compatible Apple Watch for purchases and payments: In stores 1 Within apps Within transit systems in some countries and regions 3 Person to person 4 At some schools with your student ID 5     Mac Mac models with Touch ID Mac models introduced in 2012 or later with an Apple Pay-enabled iPhone or Apple Watch   You can use Apple Pay with a compatible Mac for payments on the web in Safari 2  and in Business Chat .6       To use Apple Pay for purchases in stores in Japan, you need an iPhone 8 or later, or an Apple Watch Series 3 or later. You can also use an iPhone 7, iPhone 7 Plus, or Apple Watch Series 2 that was purchased in Japan. Learn how to tell whether your device was purchased in Japan. In China mainland, you can use Apple Pay on the web in Safari only on compatible iPhone and iPad models using iOS 11.2 or later. In the Netherlands, you can use Apple Pay on the web only on a compatible iPhone or iPad. Not all iPhone and Apple Watch models are compatible with transit systems in Japan, and in Beijing and Shanghai, China mainland. United States only. Sending and receiving money with Apple Pay and the Apple Cash card are services provided by Green Dot Bank, Member FDIC. Learn more about the Terms and Conditions. Not all Apple Watch models are compatible with student ID cards in the U.S. Business Chat is currently in beta. In some countries, Business Chat will become available on a rolling basis. In Japan, Apple Watch (1st generation) can't be used for rewards programs." ... View more

***Created by our Community Experts***  If you think your computer is infected. The first thing to do is scan your computer completely with your Antivirus and Anti Spyware programs. Be sure to save the logs. They are valuable if further help is needed.    Communities that can assist with virus/malware removal are:   https://forums.malwarebytes.com/topic/9573-im-infected-what-do-i-do-now/   http://www.geekstogo.com/forum/topic/2852-malware-and-spyware-cleaning-guide/   https://forums.whatthetech.com/index.php?showtopic=106388   https://www.malwareremoval.com/forum/viewtopic.php?f=11&t=47959   https://www.bleepingcomputer.com/forums/t/34773/preparation-guide-for-use-before-using-malware-remov...   http://www.techsupportforum.com/forums/f50/new-instructions-read-this-before-posting-for-malware-rem...   http://www.spywareinfoforum.com/topic/79038-instructions-for-posting-requested-logs/   http://spywarehammer.com/post-here-for-malware-removal/(new-instructions!)-what-do-i-do-first/   Each of these updated links provides precise steps you need to take to get help from a trained malware removal expert for FREE.   Be advised that there are many "rogue" programs that offer to scan for free, but charge for removal. Most are easily removed. If you think you have one installed, then check here for complete removal instructions: http://www.bleepingcomputer.com/forums/topic171335.html   Finally, you can get help for Windows Problems here:  http://answers.microsoft.com/en-us/default.aspx ... View more

  What is the Regional Sports Fee? The Regional Sports Fee is an itemized charge that you'll see on your bill. This charge is not a government-mandated fee and will increase from time to time. It's based on our costs of providing the regional sports networks that we carry on our cable systems in each area. These costs include the fees that regional sports networks charge us to carry them on our cable systems, which are among our largest increasing costs. The Regional Sports Fee is not included in our promotional pricing or pricing under your minimum-term agreement and can increase during your promotion or minimum-term. You'll receive advance notice before an increase takes effect.   Where is the Regional Sports Network Fee located on my bill? The Regional Sports Network Fee is located in the  Service Fees  section of your monthly billing statement for most customers. Is the fee you charge the same as your actual cost to carry these channels? The Regional Sports Network Fee is based on our costs of providing regional sports programming in each area. As these costs have increased, so too have our fees. We try to set our fees to recover these costs as fully as possible, and to control these costs so we can carry the broadcast programming customers want in a way that reflects the value of these networks in a very competitive marketplace. Do competitors charge this type of fee? Yes. These fees have become common in our industry. Indeed, all providers are affected by rising programming costs, and other providers have implemented similar fees to help offset these costs, including Verizon Fios, DirecTV, Cablevision/Altice, Cox, and WOW. Why is the Regional Sports Network Fee increasing again this year? The costs to Comcast associated with carriage of regional sports programming - including the amounts that Comcast pays to regional sports networks to be able to deliver their programming to you - continue to increase significantly. The Regional Sports Network Fee is based on the increasing costs of providing this programming. Is this fee the same everywhere? No. The amount of these fees can vary by location. The Regional Sports Network Fee is based on our costs of providing regional sports programming in each area. Why do all customers have to pay for regional sports channels as part of their Xfinity TV service with this fee, even if they don't watch them? Our digital channel lineups include a variety of programming that appeals broadly to our customers' interests, including general entertainment, news and sports programming. Under the current distribution model, we offer these very popular regional sports networks on our most widely distributed levels of service. Accordingly, all customers receiving the bundle of channels that includes regional sports networks pay the associated Regional Sports Network Fee. I thought I was in a fixed-price contract. Why did my bill increase with this fee? I understand it’s concerning to see your bill increase when you’re in a contract. When you sign up, we do disclose that these fees are outside the fixed contract price. What are my lower-priced options? If you’re interested in paying less for TV, we have some great options for you to consider, including  packages that don’t include sports channels . Are you interested in hearing about some of these options? Will the Regional Sports Network Fee increase each year? As the costs to Comcast associated with providing regional sports networks continues to rise, it is possible that further fee increases will be necessary. Comcast owns several regional sports networks. Aren't you charging double with the Regional Sports Network Fee? We aren't able to disclose information about fees and payments to any network, but the costs associated with carriage of NBCUniversal-owned regional sports networks represent a portion of the total Regional Sports Network fees, and we have to pay market rates for them. Why is there not an additional fee for cable sports networks like ESPN? This only covers regional sports networks at this time; therefore, ESPN and other cable sports networks are not included.   Have other questions about the Regional Sports Fee or other items on your bill? Feel free to post those on our Billing Board.      Additional Resources https://www.xfinity.com/support/articles/most-common-taxes-fees-surcharges-on-your-bill   ... View more

Keep in mind there are advantages to using an Xfinity Wireless Gateway, including access to value-added services such as xFi, our WiFi management platform, and usage of a home-based Xfinity WiFi hotspot. Prior to making a decision to use your own equipment, review all that the Xfinity Wireless Gateway has to offer, including coverage, features, speed, and exclusive Xfinity services.     Determine If Your Equipment Is Approved and Compatible with Xfinity Services Before purchasing your own equipment, use the   My Device Info   website to easily determine if your device is approved for Xfinity Internet and/or Voice service. My Device Info   provides a database of all approved cable modems. You can also use this site to ensure that your modem or router supports your selected Internet speed tier. After referencing this website for approved retail devices, visit   xfinity.com/learn/offers   for up-to-date information on the Internet speeds and other offers available in your area. If you don't know your level of service, learn by reviewing   your Xfinity services.     Identifying Approved Retail Devices Before purchasing a retail device through a third-party retailer, visit the My Device Info page to better understand which devices are approved by Comcast. For more details, see the Frequently Asked Questions below. To get a personalized experience, visit   mydeviceinfo.xfinity.com   from your web browser, and click the   Sign In   button. Then, sign in using your Xfinity username and password. **Note**:   If you don't sign in or are not an Xfinity customer, you'll need to enter your   ZIP Code   and select a   Download speed   from the drop-down menu. Then, click the   Find equipment   button to display all equipment compatible with the download speed selected.   Search for the specific retail device brand or model that you are considering purchasing. If the product is not listed, it may not be supported by Comcast.   Click the   View details   link under the thumbnail image of a particular device. You can narrow search results by using the filters available on the left-hand side of the screen. Filtering options include: Download Speed Voice/Telephone Enabled Show Unsupported Devices Note:   This filter only appears if your search is performed via the   Search for equipment   field. Built-in WiFi Brand DOCSIS Channels DOCSIS Version If the device is compatible with your Xfinity Internet and/or Voice service, you'll see green text under a thumbnail image of the product along with other details about the product, including Device Type and Download Speed.   Only supported devices will be presented, non-supported devices will not appear on the site.     Definitions Modem: This is the basic device you need to connect your home network to Comcast. A modem will provide a single ethernet connection. Most people connect the modem to a   router in order to have more than one wired device and WiFi service. Some modems provide voice capabilities.   Gateway: Many people don't want to deal with a separate modem and router. A gateway device is a combination modem and router. They typically allow four wired connections and provide WiFi. Some gateway devices also provide voice capabilities.    Channels:   These are communication paths. The more channels the better. This is expressed as   downstream channels x   upstream channels. So a device that is labeled "32x8" has 32 downstream channels and 8 upstream channels. Higher speed tiers require modems with more channels. Each channel can handle ~25Mbps, therefore an eight channel modem would be capable of ~200Mbps.       Expert-Created Content/Videos   ***Created by our Community Experts*** Below is a list of Comcast/Xfinity approved retail modems and gateways that can be used in lieu of rental equipment.   This is not an official list but is compiled and maintained by the community.  Please visit https://mydeviceinfo.xfinity.com to verify that a specific device will work with your service.  If you find an error or information that needs to be updated, please feel free to send me a private message. Thank you!   Definitions Modem:   This is the basic device you need to connect your home network to Comcast. A modem will provide a single ethernet connection. Most people connect the modem to a   router in order to have more than one wired device and WiFi service. Some modems provide voice capabilities.   Gateway: Many people don't want to deal with a separate modem and router. A gateway device is a combination modem and router. They typically allow four wired connections and provide WiFi. Some gateway devices also provide voice capabilities.    Channels:   These are communication paths. The more channels the better. This is expressed as   downstream channels x   upstream channels. So a device that is labeled "32x8" has 32 downstream channels and 8 upstream channels. Higher speed tiers require modems with more channels. Each channel can handle ~25Mbps, therefore an eight channel modem would be capable of ~200Mbps.    To find your speed tier v isit  https://mydeviceinfo.xfinity.com . After you log into your account, your speed tier will be displayed on the left-hand side of your screen. Alternatively, you can   view the speed tier to which you are subscribed here . Sign in and scroll down to the data usage graph area.   The List Arris CM820A 8x4 modem Arris SB6141 8x4 modem Arris SB6183 16x4 modem Arris SB6190  32x8 modem Arris SBG6400 8x4 gateway Arris SBG6580 8x4 gateway Arris SBG6580-2 8x4 gateway Arris SBG6700-AC 8x4 gateway Arris SBG6782-AC 8x4 gateway Arris SBG6900-AC 16x4 gateway Arris SBG6950AC2 16x4 gateway Arris SBG7400AC2 24x8 gateway Arris SBG7580-AC 32x8 gateway Asus CM-16 16x4 modem Asus  CM-32_AC2600 32x8 gateway Belkin DPC3008 8x4 modem D-Link DCM301 8x4 modem Linksys CG6350 16x4 gateway Linksys CG7500 24x8 gateway Linksys CM3008 8x4 modem Linksys CM3016 16x4 cable modem Linksys CM3024 24x4 modem Motorola MB7220 8x4 modem Motorola MB7420 16x4 modem Motorola MB7621 24x8 modem Motorola MG7310 8x4 gateway Motorola MG7315 8x4 gateway Motorola MG7540 16x4 gateway Motorola MG7550 16x4 gateway Motorola MG7700 24x8 gateway Netgear C3000-100NAS 8x4 gateway Netgear C3000v2 8x4 gateway Netgear C3700-100NAS 8x4 gateway Netgear C3700v2 8x4 gateway Netgear C6220 8x4 gateway Netgear C6250-100NAS 16x4 gateway Netgear C6300 16x4 gateway Netgear C6900 24x8 gateway Netgear C7000-100NAS 24x8 gateway Netgear C7000v2 24x8 gateway Netgear C7500 24x8 gateway Netgear C7800 32x8 gateway Netgear CBR40 32x8 gateway  (Orbi) Netgear CG3000DV2 8x4 gateway Netgear CM400 8x4 modem Netgear CM500-100NAS 16x4 modem Netgear CM600 24x8 modem Netgear CM700 32x8 modem Netgear CMD31T-100NAS 4x4 modem TP-LINK Archer CR700 16x4 gateway TP-LINK Archer CR500 16x4 gateway TP-LINK CR1900 24x8 gateway TP-LINK TC-7610 8x4 modem TP-LINK TC-7620 16x4 modem TP-LINK TC-W7960 8x4 gateway TP-LINK TC7650 24x8 modem ZoomTelephonics 5341 4x4 modem ZoomTelephonics 5341J 8x4 modem ZoomTelephonics 5345 8x4 modem ZoomTelephonics 5350 8x4 gateway ZoomTelephonics 5352 8x4 gateway ZoomTelephonics 5354 8x4 gateway ZoomTelephonics 5360 8x4 gateway ZoomTelephonics 5363 8x4 gateway ZoomTelephonics 5370 16x4 modem   DOCSIS 3.1 Devices   (required for gigabit speeds) Motorola MB8600 32x8 modem   (DOCSIS 3.1) Arris SB8200 32x8 modem   (DOCSIS 3.1) Netgear CM1000 32x8 modem (DOCSIS 3.1) Netgear CM1000-100NAS 32x8 modem   (DOCSIS 3.1)  Netgear CM1100 32x8 modem  (DOCSIS 3.1) Netgear C7800 32x8 gateway   (DOCSIS 3.1) Netgear CM1150V 32x8 telephony (DOCSIS 3.1)   Voice Capable Devices Arris SVG2482AC 24x8 gateway telephony Arris TG862G 8x4 gateway  telephony   (Same as TG862G-CT, TG862G/CT) Arris TG862R 8x4 gateway telephony Arris TM722G 4x4 modem telephony Arris TM822G 8x4 modem telephony Arris TM822R 8x4 modem telephony Arris SBV3202 32X8 modem telephony Netgear C7100V 24x8 gateway telephony Netgear CM500V 16x4 modem telephony Netgear CM1150V 32x8 gateway telephony (DOCSIS 3.1) Motorola MT7711 24x8 gateway telephony            Frequently Asked Questions  Can I bring my own equipment to Comcast? You can purchase your own retail modem for use with your Xfinity Internet and/or Voice service as long as the equipment is certified to work on our network. Before making a purchase at the retailer of your choice, please visit  mydeviceinfo.xfinity.com  to find certified retail equipment that supports your Internet speed tier. If you are an existing customer and need to know your level of service, see which  level of Xfinity services you subscribe to . Then, once you have purchased compatible retail equipment, install and activate it and begin enjoying your service. To learn more, see more about  installing and activating your purchased modem with Xfinity service . What are my responsibilities when purchasing and using my own equipment with Xfinity service? You are responsible for ensuring that your retail device is secure, certified and supports your Xfinity Internet service speed, and for upgrading your equipment when we increase speeds. Visit  mydeviceinfo.xfinity.com  for compatibility. We recommend that you remain aware of new developments in technology to better understand when replacing your retail device may be necessary. You will be responsible for troubleshooting device-related issues using the manufacturer's user manual if we have confirmed that your Xfinity Internet or Voice service is functioning properly. You will also be responsible for configuring your wireless network's security settings, if applicable. How do I find the right retail equipment? If you are currently an Xfinity Internet or Voice customer, you can find compatible retail equipment automatically. Just visit  mydeviceinfo.xfinity.com , and sign in for a personalized experience. Once you've signed in, information about your existing device, download speed (if applicable) and all retail equipment certified and compatible with your existing service will be automatically displayed. You can further customize the results by adjusting filters such as Download Speed, Built-In WiFi, and Voice/Telephone-enabled. If you are not currently an Xfinity customer, you can still find compatible retail equipment using your ZIP code and your desired Internet service speed. What does it mean if my equipment is not supported and how do I determine that a piece of equipment is not supported? If a device is not supported, it's not certified for use on our network and will not be activated as new or replacement equipment. You can determine if a piece of equipment is not supported using  mydeviceinfo.xfinity.com . (Note that uncertified and end-of-life equipment will not display on  mydeviceinfo.xfinity.com .) For existing Xfinity Internet or Voice customers, if you attempt to use a piece of equipment that's not supported, the equipment will automatically display with a yellow indicator and notification once you sign into  mydeviceinfo.xfinity.com . To learn more about why devices become unsupported or end-of-life, please see  why upgrading your devices is important . What should I do if my older retail equipment is not supported? To get the most out of your service, you should consider replacing your retail equipment if it has been identified as not supported. You have the option to replace your older retail device by renting a Wireless Gateway, or by purchasing a certified and compatible device found on  mydeviceinfo.xfinity.com . To learn more about the Wireless Gateway from Xfinity, see about  renting an Xfinity Wireless Gateway . When can I use retail equipment (cable modem/gateway) that I already own or want to purchase with my Gigabit Internet service? Gigabit Internet service is currently rolling out across the Comcast footprint. There are third-party, Comcast-certified retail cable modems and gateways that support the service. However, even though you can purchase a device that is Comcast-certified and supports Gigabit download speeds, you cannot actually receive Gigabit speeds until the service is available in your local market. For availability details, please visit  www.xfinity.com/gig-offer  and  view our rollout plan .       Read more about purchasing third-party equipment ... View more

  This article outlines how to activate your Xfinity Internet/Xfinity Voice service if you rent an Xfinity xFi Gateway (Arris 1682G, Cisco 3941T, Arris 3482G, Technicolor CGM4140COM or Cisco DPC3939). 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.   If you do not have an xFi-compatible Gateway, please see the activation instructions for other Wireless Gateway devices.       Activation Instructions Before you start: Download the Xfinity xFi app for free from the Apple App Store or Google Play. Launch the Xfinity xFi app and sign in using your Xfinity username and password. (You must be the primary or an unrestricted secondary user to access.) Select   I'm setting up my Wireless Gateway. After activation you can continue to use the Xfinity xFi app to manage your home network. Select   Get Started   to begin the process of setting up your Gateway. The entire process should not take longer than 20 minutes.   Select   Use Camera   to scan the QR code on the side or back of the device. The QR code should contain all of the information needed to begin activation. You may also be prompted to grant the Xfinity xFi app permission to access your smartphone's camera.   Note:   If your device does not have a QR code to scan, you will need to enter the 12-digit CM MAC number found on the side or back of the Gateway. Select   Enter Code Manually   and follow the on-screen prompts. You may also be prompted to enter the CM MAC number even if your device has a QR code if we need additional information. Your smartphone's camera will open within the Xfinity xFi app. Find the QR code and focus the camera on it. Once the QR code has been successfully scanned, you will see a green check mark. Note:   Keep your smartphone as steady as possible. If the camera has trouble focusing on the QR code, try slowly moving your smartphone away from and towards the QR code. The app will then take you through the necessary steps to set up your Gateway (modem/router) and activate your Xfinity Internet/Xfinity Voice service. For the best WiFi coverage, set up the device in the most centrally located place in your home where there is also a cable outlet. Also, avoid placing the device in your basement or attic as this can interfere with your WiFi signal. Keep it out of cabinets or closets, and make sure it is off of the floor. Select   Next   to proceed through these tips. Once you've found the best spot for your Gateway, follow the instructions to connect the coaxial cable and power cord. The lights on the front of your Gateway will flash and blink as the device prepares for activation. Select   Ready to Go!   to continue.   Now that your Gateway is connected, it's time to personalize your home WiFi network name and password. Enter a WiFi name and password that is easy to remember and secure. Select   Next. Confirm the WiFi name and password you entered are correct. If you need to make changes, simply select the back arrow in the top left-hand corner of the screen. If you are also activating Xfinity Voice, you will see your phone number on this screen. Select   Confirm and Finish Up. Note:   For customers swapping an existing xFi Gateway with a new one, you may be presented with the WiFi name and password associated with your previous device. You can choose to keep them the same, or create a new WiFi name and password. If you change the name/password, you'll need to reconnect all your devices using the new information. Your home network setup will now begin. This can take up to 10 minutes to complete. You will also be prompted to enable push notifications to be alerted when activation is complete. Once your Gateway is activated and your WiFi is ready to go, you'll be presented with instructions on how to connect to your new WiFi network. Two shortcuts are provided to make this process even easier. Simply copy your WiFi password to your clipboard by selecting   Copy   and then   Go to Settings. From there, go to the WiFi settings on your device, wait for your new WiFi name to show in the list of available networks, join the network and then paste your password to connect. Remember, you'll need to connect all of your WiFi-enabled devices using the WiFi name and password you created. Select   Continue to XFINITY xFi   to access home network personalization and control features, for example the ability to see who's most active on your network, troubleshoot any connection issues, and block inappropriate content and network threats. To learn more about xFi features, see the   overview for Xfinity xFi Web Portal and Mobile App. ... View more

Turn Bridge Mode On and Off on Your Wireless Gateway Typically, two pieces of equipment are required to connect to the Internet and the WiFi network in your home: A   modem   connects your home to an Internet Service Provider's (e.g., Comcast's) network. A   router   connects your wired and wireless devices to your modem. The Xfinity Wireless Gateway puts the technology of a modem and router into one piece of equipment, creating the fastest, most reliable in-home WiFi. We understand, however, that there may be times when you may want to use your own router. When Bridge Mode is enabled, you will not be able to use Xfinity xFi and xFi Pods ( Learn the advantages of xFi ). If you are a customer with xFi Advanced Security, you will not be able to access this feature if you choose to enable Bridge Mode on your Gateway. ( Learn more about xFi Advanced Security .) In addition, if you have already activated xFi Pods, you will not be able to enable Bridge Mode. Learn more about  network settings required with xFi Pods . Enabling Bridge Mode does not disable the Xfinity WiFi Home Hotspot feature (available on some Gateways). Learn more about  turning your Xfinity WiFi Home Hotspot on or off .     Toggle Bridge Mode On/Off   Using a device connected to your home network, open a web browser and go to the   Admin Tool   at   http://10.0.0.1. If you are disabling bridge mode, this device must be connected to your Gateway with an Ethernet cable. Enter the default username and password: Username:   admin Password:   password   (case sensitive) **Note**: If you previously changed your   Admin Tool   password, use the new password to log in.   From the left-hand column, select   Gateway > At a Glance. Next to   Bridge Mode, click   Enable. A message appears stating "WARNING: Enabling Bridge Mode will disable Router functionality of Gateway and turn off the private Wi-Fi network. Are you sure you want to continue?" Click   OK   to confirm. **Note**: Your Wireless Gateway may reboot/restart.   You can now use your own router in place of the Wireless Gateway's router capabilities. Click   Logout   at the top right. Connect your personal router to any of the Ethernet   ports on the Xfinity Wireless Gateway. If you would like to use your Gateway's router capabilities in the future, log into the   Admin Tool   and navigate to   Gateway > At a Glance. Set the   Bridge Mode   field to   Disable.     Read more about Using Bridge Mode on Your Xfinity Wireless Gateway ... View more

Question   What are Xfinity Wifi Hotspots and how to connect to them?   Answer   The Xfinity WiFi hotspot network provides millions of Xfinity hotspots throughout Comcast’s geographical footprint so you can always stay connected. These hotspots deliver fast, convenient WiFi access without any additional fees to customers who subscribe to our Performance Internet package or above. Performance Starter, Internet Essentials and Prepaid Instant TV customers have access to 40 hours of Xfinity WiFi hotspots every 30 days. ( Find out your level of Xfinity service. ) For users who don't subscribe to Xfinity Mobile or to an eligible Xfinity Internet package, hourly, daily, weekly and monthly Xfinity WiFi On Demand Passes are available for purchase. Qualifying customers can register up to 20 WiFi-enabled devices with our automatic sign-in feature. This eliminates the need to sign in every time you're on-the-go.   **NOTE**:  If you wish to turn on or off a hotspot broadcasting from your own residential Xfinity Gateway, here’s  how to do it .     Availability To find an Xfinity WiFi Hotspot, check the hotspot location map online at  wifi.xfinity.com , or download the Xfinity WiFi Hotspots app from the  App Store on iTunes  or the  Google Play store .   Visit   wifi.xfinity.com. Click on the   Find a Hotspot   tab near the top of the page. Enter an address, city, state or ZIP code to find a nearby hotspot. You may also look for   xfinitywifi   or   XFINITY   in the list of available networks on your WiFi-enabled devices as you travel around town.     Minimum System Requirements You can connect to Xfinity WiFi from any WiFi-enabled device such as a mobile computer, mobile phone or tablet and from other mobile devices, such as an iPod Touch, Kindle, Nook, etc. Devices without built-in browsers are currently not supported.     How to Connect To automatically connect at Xfinity WiFi Hotspots and get the best possible experience, install the security profile on your device. To sign in manually when you are at a hotspot: Using your WiFi-enabled device, connect to the Xfinity WiFi network (network name:   xfinitywifi) and launch your browser. The browser will redirect you to the Xfinity WiFi sign-in page. If you don't see the sign-in page, enter a different URL, like   www.xfinity.com, in your browser to be redirected to our sign-in page. Sign in using your Xfinity username and password and register your device. You can use your primary or secondary username and password to sign in. Don't remember your Xfinity username and password? Let us help you   find your Xfinity username   or   find your password. **Note**: Once you've signed in and registered your device, you may be prompted to install the Xfinity WiFi secure profile, which enables you to take advantage of enhanced security features at many hotspot locations. The installation process varies by operating system, so please follow the on-screen prompts.     Secure Xfinity WiFi Secure Xfinity WiFi Hotspots (" XFINITY ") are now available at many outdoor locations and small businesses with additional locations always being added to the network. Once you have connected and authenticated at a secure hotspot, the data traveling over WiFi between the client device and the access point will be encrypted and secure. In order to access the secure network, you must have a security profile on your device. For non-iOS devices, the profile is part of the Xfinity WiFi Hotspots app.  View our FAQs  for details. Once you load the secure profile onto your device, it will automatically authenticate and connect to the secure SSID. Downloading the secure profile is required to connect to the XFINITY SSID automatically, but is optional for the  xfinitywifi   SSID.     Secure Xfinity WiFi Device Support The following devices support connections to secure Xfinity WiFi Hotspots: iOS devices running version 10.0 or later Android devices running version 4.4 or later MacBooks running OS X 10.7 or later Microsoft Windows 10 or later **Note**: Blackberry, Chromebooks, Linux PCs and other devices such as Kindles are not supported at this time.     Connection Duration Xfinity WiFi will disconnect you from the network after you have left the hotspot (typically after five minutes), or after a prolonged period of inactivity. However, once you have successfully signed in using a WiFi-enabled device, your device will be registered for Automatic Sign-In and you will not be required to provide your Xfinity username and password to connect to the Xfinity WiFi network using the same device. These measures are designed for your security and to ensure a better WiFi experience.     Automatic Sign-In Automatic Sign-In is a feature that identifies devices that have successfully signed in to the Xfinity WiFi service previously, and allows these devices to connect to the network in the future without the need to sign in, as long as the account remains active and in good standing. Similarly, your device will automatically authenticate and connect to secure Xfinity WiFi if you are using the Xfinity WiFi Hotspots app or if you have installed the secure profile on your device. If you change the password for the account being used to access secure Xfinity WiFi Hotspots, your secure profile will need to be re-installed. Automatic Sign-In is  not  supported in the following scenarios: At certain partner network hotspots. Check the hotspot location map to identify these locations. If you are not an Xfinity Internet customer. For customers using a pre-activated Xfinity username: Once your account is fully active, you will be able to use Automatic Sign-In. To use Xfinity WiFi and Automatic Sign-In on multiple devices, you will have to sign in on each device to register them individually. To access the most up-to-date security features, the secure Xfinity WiFi profile must be installed on each device.     Troubleshooting General Xfinity WiFi Connectivity A number of factors can affect WiFi connections, including but not limited to your proximity to the WiFi hotspot, device signal strength being hindered by buildings, trees or other structures and even the device type. If the network name   xfinitywifi   is not in the list of available networks, you are probably not at an Xfinity WiFi Hotspot. Check the hotspot location map at   wifi.xfinity.com   or in the Xfinity WiFi Hotspots app for iOS and Android. If the   xfinitywifi   network name is in the available network list, and you still can't connect, check your WiFi-enabled device to see how many signal bars are present. If there are only one or two bars, you may need to move closer to the source of the signal. Moving closer to the center of the hotspot will increase the quality of the connection.     Troubleshooting Secure Xfinity WiFi Connectivity If the SSID or network name XFINITY   is not in the list of available WiFi networks on the device, you are probably not at an Xfinity WiFi Hotspot that supports secure connections to Xfinity WiFi. If you are using the Xfinity WiFi Hotspots app and are unable to connect to Secure Xfinity WiFi, ensure that you have the security profile installed on your device. For iOS/Mac users try selecting the option   Sign in as a different user   in the app settings menu to re-configure your device for Secure Xfinity WiFi access. If you change the password for the account, you will have to sign in again to the Xfinity WiFi Hotspots app, or you will have to re-install the security profile at   wifi.xfinity.com   to connect again to secure Xfinity WiFi.     Access Through Managed WiFi Premium Xfinity WiFi now provides free WiFi for both customers and non-customers in Wawa convenience stores as part of Managed WiFi Premium. Managed WiFi Premium is a turnkey public WiFi solution targeted at Fortune 1000 companies that have more than 100 locations and more than 2,500 visitors per month per store with the majority of stores in the Comcast footprint. Wawa is a chain of convenience store/gas stations located along the East Coast of the United States. It operates in Pennsylvania, New Jersey, Delaware, Maryland, Virginia, and Florida.     Terms of Service See the Xfinity Wireless terms of service for  customers  and  non-customers .     Additional Resources Xfinity WiFI Hotspots Overview Manage or Remove Devices Registered to Your Xfinity WiFi Hotspot Account How to Turn Xfinity WiFi Hotspot On or Off in Your Home Xfinity WiFi FAQs ... View more

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.    **Note**:  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.     Getting Started 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 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.   For additonal help changing your Xfintiy WiFi Network Name and Password online at xfinity.com/myaccount see here: https://www.xfinity.com/tips/change-wifi-name-password#online       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.   For additonal help changing your Xfintiy WiFi Network Name and Password with the Xfinity My Account app see here: https://www.xfinity.com/tips/change-wifi-name-password#wifi-app     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.       For additional assistance viewing/changing your Xfinity Wifi Network Name and Password see here: https://www.xfinity.com/support/articles/view-change-wifi-password   ... View more

***Created by our Community Experts***     EXPORT   Identity Safe Data If you use Identity Safe, before you uninstall NSS you will want to go into Settings > Identity Protection > Log into Identity Safe by clicking on Configure (if not already logged-in) You will be interested in the Export Data option - you can click on Configure and will be permitted to browse your system for a location to save the data to.  You can create an Identity Safe BU folder in my Documents or on your desktop - but the choice of location is yours.  Select a location you will remember.   IMPORT   Identity Safe Data. Once NSS is installed, go back to the Identity Protection Settings page (above) and Select Import Data by clicking configure.  If you set a password when you saved the data, enter that password, the location of where you saved the data and then click OK.  Your Identity Safe data should be restored to what you had before you uninstalled Norton. ... View more

***Created by our Community Experts***     **Note**:  These instructions should also be followed if changing from one Norton product to another. ie a paid/trial subscription from Norton to the Comcast version, or a version upgrade of NSS which is more than one upgrade old.   If you use Identity Safe, backup your Identity Safe data (See Export instructions here-   http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p...     Uninstall NSS via normal removal procedures. (Add/Remove programs )   After it is uninstalled, run the Norton Remove and Reinstall Tool following the instructions here:  http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&selected_nav=partner&pvid=&docurl=20...   After running the Removal Tool, reboot, and download and install a fresh copy of NSS from here:  http://constantguard.comcast.net/norton?cid=NET_33_601   Once the installation is complete, open NSS and manually Run LiveUpdate (located on drop-down under PC Security on the left side of the main page of NSS) as many times as necessary for it to respond "no more updates available". If a reboot is requested, reboot and then continue to Run LiveUpdate until it responds "no more updates available" and then reboot one last time.  Your installation should now be up to date definition wise and ready for use.   After installation and update, complete the Import portion of the instructions here for Identity Safe Data here -   http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p... ... View more

***Created by our Community Experts***     If you use Identity Safe, backup your Identity Safe data See Export instructions here  http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p...     Uninstall NSS via normal removal procedures. (Add/Remove programs ) Please Note:  During the uninstall of NSS, you should select the top option "I plan to reinstall a Norton Product in the future.  Please leave my settings behind."  The reason for the backup (Export/Import of ID Safe data) is a safety factor.     Follow the instructions found here:  http://constantguard.comcast.net/norton?cid=NET_33_601 to download and install a fresh copy of NSS.   Once installation is complete, open NSS and manually Run LiveUpdate (located on drop-down under PC Security on left side of main page of NSS) as many times as necessary for it to respond "no more updates available". If a reboot is requested, reboot and then continue to Run LiveUpdate until it responds "no more updates available" and then reboot one last time.  Your installation should now be up to date definition wise and ready for use.   After installation and update,if your Identity Safe data was not reinstalled, complete the Import portion of the instructions here for Identity Safe Data   http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p... ... View more

***Created by our Community Experts***     For those of you who have an anti-virus/security program/suite installed on your system, it is important to remove those programs prior to installing NSS.  It is recommended that the programs first be removed via Control Panel > Add/Remove Programs.  Once the program is removed, do a search for a Removal Tool for that program.  Many programs have removal tools available and ensure a more thorough removal of the old program and a better chance of a clean install of NSS.   Here is a suggested link to assist with the removal: http://support.kaspersky.com/us/consumer/tools-utilities?_ga=1.54697835.1371605271.1460378651   Ensure your Windows Firewall is turned on.   Turn off all your remaining anti-malware tools (except Windows Firewall) and reboot.   The Norton Security Suite is available only for Comcast High-Speed Internet customers.  You can go to the “Get Comcast Norton”  page   http://constantguard.comcast.net/norton?cid=NET_33_601 and confirm each of the prerequisites listed there and the minimum system requirements on subsequent pages. You may be required to logon with a Comcast.net Identifier that you use for Comcast Email or for this Forum before you download.   Please follow the instructions for installation and view the video for more clarification.   Once installation is complete, open NSS and manually Run LiveUpdate (located on drop-down under PC Security left side of main page of NSS) as many times as necessary for it to respond "no more updates available". If a reboot is requested, reboot and then continue to Run LiveUpdate until it responds "no more updates available" and then reboot one last time.  Your installation should now be up to date definition wise and ready for use.   If any problems/questions feel free to start a new thread on the Anti-Virus Software & Internet Security Board and we'll provide assistance. ... View more

***Created by our Community Experts & Community Users***   The Xfinity Forums are a  peer-to-peer help community . This means that you are mostly talking to other paying customers just like you. T here is an outstanding team of Official Employees  assisting in these forums, but they are primarily here to help with things that other users (customers) may not be able to help with.    Although our users and Official Employees work very hard to answer questions in a timely fashion, forum employee support   is not real-time.   Employee response time varies by staffing and workloads. We ask, please don't send private messages directly to any user including employees, moderators or Experts unless specifically asked to do so by that user. We will not be able to provide assistance in this manner.   Rather, ask for help in the proper public forum and await a response.    When posting please let us know what your exact problem is and what you would like for a solution.  We understand that you may be frustrated, and we want to help.   Clear and concise information is imperative to getting a solution as quickly as possible. If we need to ask for clarification, it can increase the time it takes to resolve your issue.    Threats, name-calling, and abusive behavior is unhelpful and contrary to the forum  guidelines and the forum acceptable use policy.   Remember, your written words are read by real people, all deserving of respectful communication. Before you press "post" ask yourself, "Would I be okay with this if someone else had written it?"   If you need immediate assistance you can always contact us directly in the following ways:   Phone: 1-800-XFINITY (1-800-934-6489) Schedule a Call Back: https://www.xfinity.com/support/schedule-callback Chat: https://support.xfinity.com/chat Facebook: https://www.facebook.com/comcast/  Twitter: https://twitter.com/comcastcares or by using @ComcastCares     Xfinity Mobile Contact Info Phone:  1-888-936-4968 Text:  1-888-936-4968 Chat: https://www.xfinity.com/mobile/support  (click "Chat" at the bottom of the page) Facebook: https://www.facebook.com/xfinitymobile/ Twitter: https://twitter.com/xfinitymobile or by using @XfinityMobile   These methods will provide you with immediate contact with one of our knowledgeable Comcast support staff   Thank you for visiting our community!   ... View more

***Created by our Community Experts***    You can find out more about Comcast's usage plans (data caps) here: https://www.xfinity.com/support/internet/data-usage-plan/   This guide is meant to help you understand some basics about data usage.    The Comcast usage meter If you are the primary or self-managed secondary account holder, you can view your current usage and usage history by signing in to your   Usage Meter   page. You will need to enter your XFINITY username and password.    You can also download the   Xfinity Usage Meter Desktop Application   If you are interested in a technical survey of the meter's accuracy you may want to read the   report by NetForcast. (pdf file)   Your data consumption Streaming video commonly uses the most data for many households. Streaming HD content uses around 3 GB per hour while streaming 4K content uses about 7 GB an hour. Some services like Netflix allow you to   adjust video quality to reduce data consumption.   Activities like torrenting, large game downloads, video conferencing and uploading can also use significant data.   Other activities like gaming, web surfing, VoIP services, music, and email communication   don't   typically consume large amounts of data.    The   Comcast data calculator may help you estimate your usage.     Meter accuracy Keep in mind that the meter is not in real time, there is a lag between a traffic event and when the meter will actually display it. Also, the meter operates on universal time (UT or GMT). This means that the "new month" which will show a meter reset to zero appears in the evening of the last day of the month across the US. For example, Eastern Time is typically 5 hours behind UT or GMT.   (Source: NetForcast report)   You may be interested in NetForcast's   Third Accuracy Assesment of Comcast's Internet Usage Meter. (pdf)   A good way to test the usage meter is to schedule a period of "digital silence". Power your network equipment completely off and monitor the usage meter. If the meter still shows usage, then there is a problem outside of your control. If it shows no usage, then you can concentrate on resolving the issue on your network.     If you see a large discrepancy between your estimated usage and the Comcast meter: 1)   Make sure to run a virus scan and a malware/adware scan on all of your computers. These types of programs can run in the background and even turn your computers into   zombie machines. 2)   Secure your WI-Fi network! Make sure your neighbor isn't leaching off of your account and consuming your data. If you need help with this, the folks in the   networking forum would be happy to help you. 3)   Contact Comcast's Customer Security Assurance Team:  1-888-565-4329, 6:00am - 2:00am EST, 7 days a week. They may able to help you figure out why your usage is not what you expect.      *** FYI: If you exceed your data threshold, Comcast   DOES NOT THROTTLE   your speeds. ***   Last updated 4/06/17 ... View more

Setting PINs in Parental Controls Press the   xfinity   button on your remote control. Using the   right arrow   button, scroll over to highlight   Settings. Press the   OK   button.   Use the   down arrow   button to highlight   Parental Controls. Press   OK.   Use the   down arrow   button to highlight   Parental Control PIN. Press   OK   to select   On.   Enter a four-digit   Locks PIN   of your choosing.   Re-enter the Locks PIN to confirm.   Press the   Exit   key to return to regular TV viewing.   Turn Purchase Protection On and Off Press the   xfinity   button on your remote control. Using the   right arrow   button, scroll over to highlight   Settings. Press   OK. Use the   down arrow   button to highlight   Purchase PIN. Press   OK. Toggle the Purchase PIN on or off. After turning the Purchase PIN option on, enter the new Purchase PIN in the   Enter PINsection of the   Create a Purchase PIN   screen. Verify and re-enter your Purchase PIN number. Press   Exit   to return to standard TV viewing. Or, press the   Last / Back Arrow   button to return to the   Settings   menu.     Below you will find details about how Parental Controls work, including the difference between a Locks PIN and a Purchase PIN for the Xfinity X1. Parental Controls Parental Controls allow you to limit the content viewable on your TV, including live TV, Xfinity On Demand, recorded programs and applications on X1. Parental Controls let you restrict access to content based on TV/Movie Ratings, Channels, Titles and Services. You can also select days and times to "lock" access to your TV. Parental Controls are distinct for each TV Box in the home and must be programmed individually. For details on enabling or disabling Parental Controls, read about the   Locks PIN and Parental Controls for X1.   Locks PIN If Parental Controls are enabled, the viewer will be prompted to enter the   Locks PIN   to watch restricted content as setup by the user in the various 'lock' sections in theParental Controls   section. This includes any content that has been recorded or has been recently viewed via Xfinity On Demand. The X1 DVR will record a program regardless of Parental Control settings. The DVR and any Non-DVR TV Boxes will also list that program in the   Recordings   menu. However, you will not be able to see or hear a locked program without first entering the   Locks PIN. The Locks PIN also controls access to the Xfinity TV apps. To hide program titles and images, utilize the   Safe Browse   feature. For details on setting up a Locks PIN, see,   Locks PIN and Parental Controls for X1.   Purchase PIN If   Purchase Protection   is enabled, the viewer will be prompted to enter the   Purchase PIN   in order to make Xfinity On Demand purchases. The   Purchase PIN   is not required for free Xfinity On Demand content. For details, see above.     Learn more about Xfinity Purchase PIN with the links below: Turn Purchase PIN On and Off for Your X1 TV Box - https://www.xfinity.com/support/articles/x1-parental-controls-turn-puchase-protection-on-off What's the Difference Between an X1 Purchase PIN and Locks PIN - https://www.xfinity.com/support/articles/x1-parental-controls-understanding-parental-controls-and-pins Set Up Your Locks PIN and Turn Parental Controls On and Off for X1 - https://www.xfinity.com/support/articles/x1-parental-controls-turn-on-off ... View more

Question:   How do I see if I am eligible for seasonal billing? If I am eligible, how do I set it up?   Answer:   The Seasonal Convenience Plan Enrollment Site is designed for seasonal residents in select markets. You can put your Xfinity TV, Internet and Voice on hold while you're away - for just a low monthly fee. And, enrollment is free! Plus: No disconnect, reconnect, or installation charges No need to drop off or pick up equipment Your home phone number and email address stay the same Enjoy automatic service reconnection - without a service call   Enrollment is free - there's just a low monthly fee depending on your service.       Frequently Asked Questions What is the Seasonal Convenience Plan? Our Seasonal Convenience Plan is designed for customers who have seasonal homes. It allows you to put your Xfinity services “on vacation” while you’re away – with most services at reduced rates. Keep your Xfinity equipment in your home Keep your home phone number Keep your Comcast.net email address and access it anywhere with an email only Internet connection or upgrade to the Seasonal Internet Access connection to enable you to control home smart devices remotely. No changes of service can take place while your account is enrolled in the Seasonal Convenience Plan   How does the Seasonal Convenience Plan work? You can put your Xfinity services on hold with no reconnection charge and no service call needed when you return — availability and plans vary by location. This is one of the great benefits of the Seasonal Convenience Plan. You’ll enjoy the convenient, no-waiting, hassle-free method of having your Xfinity services activated at no extra cost before you return.You can even keep your equipment in your home while you’re away. And, there’s no need to contact us to resume your service, making it one less thing to do when you return.   How do I pay for the Seasonal Convenience Plan? You pay reduced rates based on your service level. Payment can be made by phone, online or by enrolling in our EcoBill paperless billing program. You can receive statements electronically or choose to continue having monthly statements mailed to you.   What if I don’t want to put my equipment on the Seasonal Convenience Plan? The advantages of the Seasonal Plan is that you get to keep your equipment in your home while you are away. If you place your services on the Seasonal Convenience Plan, that will apply to your equipment as well. There is no charge for leased equipment while in Seasonal Status. If you no longer would like services with Comcast including your equipment, then please call 1-800-Xfinity and a representative will assist you.   I’m currently paying a promotional discounted rate for service. Will that rate continue when I return? You can keep your promotional rate as long as it does not expire during the time you are on the Seasonal Convenience Plan. The expiration date of your promotion remains the same and will not be extended while you are on the Seasonal Convenience Plan.   Can I access my smart home devices while I’m away? Now you can stay connected and control devices like a smart thermostat or security cameras from afar with Seasonal Xfinity Internet Access.   What happens to my Netflix subscription while I'm in a Comcast Seasonal Convenience Plan? If you have a Netflix subscription through Xfinity, you can continue to enjoy your Netflix service during the seasonal period. You can get Netflix via any Internet connected device with the Netflix app; however, you won’t be able to access the Netflix app on your TV Box while you’re enrolled in a Comcast Seasonal Convenience Plan. Applicable rates apply. How do I pay for my Netflix subscription while I'm in the Comcast Seasonal Convenience Plan? It's free to enroll in the Comcast Seasonal Convenience Plan. We'll continue to send monthly statements to your address on file and you pay the applicable rates based on your Netflix plan. I enrolled in a Comcast Seasonal Convenience Plan. Why do I see Netflix on my bill? If you have a Netflix subscription through Xfinity, you can continue to enjoy your Netflix service during the seasonal period. You can get Netflix via any Internet connected device with the Netflix app; however, you won’t be able to access the Netflix app on your TV Box while you’re enrolled in a Comcast Seasonal Convenience Plan. Applicable rates apply for this continued access to Netflix. Netflix is currently included in my Xfinity package, but I don’t want access to Netflix while I'm in a Comcast Seasonal Convenience Plan. How do I cancel Netflix service? To remove Netflix from your Xfinity package,  contact us . You’ll need to end your enrollment in the Comcast Seasonal Convenience Plan and choose an Xfinity package that doesn’t include Netflix. Once you’ve changed your package, you may not be able to re-enroll into the Seasonal Convenience Plan during the same seasonal period.   How do I enroll in the Seasonal Convenience Plan? Visit https://comcastseasonal.com/   to enroll.     Restrictions apply. Not available in all areas. Limited to residential customers. Not all services eligible. Availability and plans vary by location. Xfinity services will move from suspend to active status on the date requested and monthly recurring charges for those services will then apply. Expiration dates for promotions are not changed or extended by the Seasonal Convenience Plan. If a promotion expires during the time services are on the Seasonal Convenience Plan, regular rates will apply when services are moved from suspend to active status. Pricing subject to change.  Internet:  Seasonal Internet Access is limited to download speeds up to 3 Mbps. Actual speeds vary and are not guaranteed. For factors affecting speed visit  www.xfinity.com/networkmanagement .  TV:  Netflix retail rate applies during Seasonal Convenience Plan period.  Flex  customer services during the period covered by the Seasonal Convenience Plan will be in a suspended status.  Voice:  During the period covered by the Seasonal Convenience Plan, service is limited to toll-free and local calling and international calling is blocked. Applicable charges apply to nationwide calls outside local calling area. If there is a power outage or network issue, calling, including calls to 911, may be unavailable. ©2020 Comcast. All rights reserved.               Additional Resources https://comcastseasonal.com/ https://www.xfinity.com/support/articles/netflix-seasonal-convenience-plan-faqs   ... View more

Question:     What is Video Description and how do I turn it on/off?     Answer:      The talking guide for Xfinity X1 is a Voice Guidance feature that allows customers with visual disabilities the freedom to independently explore thousands of TV shows and movies. It "speaks" what's on the screen and includes details such as program descriptions to help you decide what to watch. Voice Guidance is available for the  Main Menu ,  Guide ,  Saved ,  On Demand ,  Settings ,  Mini Guide ,  Channel Info  and  Channel Collection  sections of the X1 on-screen menu, as well as the  X1 Sports App . **Note**:  The talking guide is available in both English and Spanish.   As you browse the guide on your TV, the information for each program will note whether video description is available, indicated by the video description logo: If enabled, voice guidance will announce the availability of video description as you explore the program's information in the guide. (Get more information on the   X1 talking guide voice guidance feature.) Video Description Indicator Programs available with the video description option will appear with a   D))   indicator or icon for quick and easy identification. From the Guide: Select   Info   and view the right column of the screen to determine if the   D))indicator is displayed. From On Demand: Select   Watch options   or a specific show to determine if the   D))   indicator is displayed. Note that in the   Watch options, not all programs will display the   D))   indicator. Press the   down arrow   on your Xfinity remote to find the program option with the   D))   indicator. Note:   Video description indicators will display whether you are in English or Spanish menu navigation.     Enable Video Description Using Voice Control with the X1 Voice Remote The easiest way to turn video description on or off is to use voice control. While watching full screen video, press and hold the   voice control button   on your X1 voice remote and say "video description." The voice control button is the third button up from the   OK   button in the center of the remote. It is a slightly indented rectangle. If video description is available on the program you're watching, it will begin playing immediately. If you hear another language or no audio at all, press and hold the voice control button and say "video description" again to turn video description off. Change the Speech Rate of Voice Guidance Turn on   Voice Guidance. Press the   B   key - the square shaped key above the number   2   on your Xfinity remote - to get to the   Accessibility Settings   screen. In   Accessibility Settings, press the   down arrow   key until you hear "Voice Guidance Options" and then press   OK.   You'll hear "Voice Guidance Speech Rate" followed by which rate is currently selected. Press   OK   again to bring up Speech Rate options. From there you can use the   up   and   down arrow   keys to choose from   Regular,   Fast   or   Fastest   speech rate, then press   OK.   Press   Exit   to return to your program. Now, as you explore X1's on-screen menus and options, Voice Guidance will use the new speech rate you have chosen. To change the speech rate, repeat the steps above. Deactivate Voice Guidance When you're done using Voice Guidance, simply tap the   B   key on your remote to open the   Accessibility Settings   screen again. Tap   B   again to reopen the   On/Off   menu. (You can also get here at any time just by holding down the   voice control   button and saying "Voice Guidance.") Press   OK   to turn Voice Guidance off.     Configure a Video Description Shortcut on Your Remote Press and hold the   voice control   button on your remote and say “accessibility” to reach the   Accessibility Settings   menu. You can also press the   B   button on your X1 Voice Remote. If your X1 Voice Remote is flat on each end, the   B   button is located just above and to the left of the number   2   button. The   voice control   button is two rows up from the   OK   button in the center of the remote. If your X1 Voice Remote is angled at each end, the   B   button is located above the   right arrow   button on the directional arrow pad. The   voice control   button is directly below the   down arrow   button on the directional arrow pad. Use the   down arrow   button to navigate to   Remote Shortcut, then press   OK.   Use the   up   and   down arrow   buttons to select the function that you want to assign to the Accessibility Shortcut (Closed Captioning, SAP, Video Description or Voice Guidance), then press   OK. By default, the shortcut is set to Voice Guidance.   You’re all set! Now you can simply press the   B   button on your X1 Voice Remote twice to use your Accessibility Shortcut. Enable Video Description Using the Transport Bar While watching full-screen video, press the   down arrow   on your Xfinity remote. The transport bar will pop up on the lower third of the screen. Press the   left arrow   twice to highlight the video description on/off option on the screen (the video description logo). Press   OK   to turn video description on or off.     Enable Video Description via the Accessibility Settings Menu Press the   xfinity   button on the remote control from any screen to bring up the X1 main menu. The   xfinity   button is rectangular and is located above the   up arrow   key. Use the   xfinity   button or the   up/down arrow   buttons to navigate to the   Settings   menu, represented by the   gear icon   on the right-hand side of the menu. Press the   OK   button in the center of the arrow keys to enter the menu.   Once in the   Settings   menu, use the arrow buttons to navigate to   Accessibility Settings. Press   OK   to select it. From   Accessibility Settings, use the arrow buttons to navigate to   Video Description. Press   OK   to toggle video description   On   or   Off.   You can now press   Exit   to return to viewing your program. If the program has a video description track, you will now hear video description. Note:   You won't hear video description when a commercial is being broadcast. You also may not hear video description during scenes primarily featuring dialogue, since there may not be much on-screen action to describe. To turn off video description, simply repeat these steps from the   Accessibility Settingsmenu.   For Non-X1 Customers   Enable Video Description on a Standard Definition TV Adapter with a TV Adapter Remote: Press the   LANG   button on your TV Adapter remote to bring up the   Set Audio Languagescreen. The   LANG   button is a round button located in the center of the remote, at the bottom, just below the   MUTE   button.   On the   Audio Language Settings   screen there will be a list of available languages. If only English is available, you won't see any other options. If Spanish or video description are available the list will show an audio track labeled   SPA. The number keys on your TV Adapter remote also function as a directional arrow pad. The   5   key is your   OK   key and the numbers that surround it are the arrow keys (2   is up,   6is right,   8   is down and   4   is left.) Press   up (2)   or   down (8)   to move through the list of available secondary audio programs. If available   SPA   is the second item in the list, so you'll press   down (8)   once to highlight it then press the   OK (5)   key to enable it.   If video description is available on the show you're watching, you will hear a narrator describing the key visual elements of the program. If video description is not available, you may hear Spanish or no audio at all. In that case repeat the steps to turn the Audio Language back to English. Note:   The SPA audio track is used for video description and Spanish audio. The program provider decides whether to include Spanish, video description or no secondary audio. Only one secondary audio language at a time can be offered on the SPA audio track.   Enable Video Description on an SD TV Adapter with an XR2 Remote: Press the   xfinity   button to display the menu. The   xfinity   button is a rectangular button situated in the center of the remote above the   up arrow   button. Press the   down arrow   key once to highlight   Audio Language. Press   OK. Use the   down arrow   key to highlight   Spanish Audio   (typically second in the list)   Press   OK   to accept the change. The   OK   button is a square button situated in the center of the remote in the middle of the four   arrow   buttons. If video description is available on the show you're watching, you will hear a narrator describing the key visual elements of the program. If video description is not available, you may hear Spanish or no audio at all. In that case repeat the steps to turn the Audio Language back to English. Note:   The SPA audio track is used for video description and Spanish audio. The program provider decides whether to include Spanish, video description or no secondary audio. Only one secondary audio language at a time can be offered on the SPA audio track.   Enable Video Description on a High Definition TV Adapter: Press the green diamond-shaped   D   button located just above the number   3   on your XFINITY XR2 Remote. If available, both Spanish and English language options will be presented. Press   D   again to toggle between available secondary audio programs.   If video description is available on the show you're watching, you will hear a narrator describing the key visual elements of the program. If video description is not available, you may hear Spanish or no audio at all. In that case repeat the steps to turn the Audio Language back to English. Note:   The SPA audio track is used for video description and Spanish audio. The program provider decides whether to include Spanish, video description or no secondary audio. Only one secondary audio language at a time can be offered on the SPA audio track. Press   EXIT   to return to full screen video..   Enable Video Description on a TV Box with an XFINITY Universal Remote or an XR2 Remote: Note:  By default, the  D  button on an XR2 Remote will enable or disable video description on a non-X1 TV Box in Motorola markets only. Learn more about  configuring this button in Motorola markets . Press the   Menu   button twice on the XFINITY Universal Remote Control. The   Menubutton is the red oval button located to the right of the center of the remote. Find the   right-facing arrow   button and move your thumb to the right and then down. If using the XR2 Remote Control, press the   xfinity   button twice instead of the   Menu   button. Use the   arrow   buttons to navigate to   Setup   in the menu and press   OK/Select   on the remote.   Use the   arrow   buttons to navigate to   Audio Setup   and press   OK/Select.   The   Default Audio Track   option,   Channel Default, is always the channel's main audio track (unless you changed it previously).   Press the   down arrow   on your XFINITY Remote once to highlight   Descriptive Video Service, then use the   right or left arrows   to turn it on or off. Note:  Video description (Descriptive Video Service) can only be heard if the program provider or cable channel is providing that additional audio option. Press the  Exit  button on the remote (above the  Volume  button on the XFINITY Universal Remote, and next to the  xfinity  button on the XR2 Remote) to resume program viewing.   ... View more

Question:     How do I turn on/off closed captioning?   Answer   On non X1 TV boxes:   The best way to turn on the Closed Captioning feature depends on what kind of Comcast device and TV you have. We've outlined a few of the different setups to help point you in the right direction. *Note:  Audio connections are not shown in the illustrations below.     Standard Definition TV with Standard Definition TV Boxes or DTAs: You’ll need to use the Closed Captioning features built into your TV. It is likely that the standard definition TV box or DTA is unable to send and receive Closed Captioning.     Standard Definition TV with High Definition TV Boxes (with or without DVR): You can use either the TV box or the TV to turn Closed Captioning on or off. If you accidentally turn Closed Captioning on in both, you'll see a double layer of captions.     High Definition TV with High Definition TV Boxes (with or without DVR): You will need to use the TV box. Closed Captioning should be turned off on your TV to avoid the chance of double layers of captions.     On High Definition TV with a CableCARD: You’ll need to use the CableCARD device to turn Closed Captioning on or off.       Steps to enable and disable Closed Captioning on non-X1 Motorola HD Set Top Boxes:   Turn STB off and leave TV on Press   Menu   on STB or remote control Using the down arrow, navigate to   Closed Captioning Press the right arrow to select   Enabled   or   Disabled         If you have a Scientific Atlanta or Cisco branded cable box:     Access the Main Menu by hitting the "Menu" button.  Using the arrow keys, navigate to   Setup   and press   OK/Select   on the remote control. Navigate to  Closed Captioning Setup  using arrow keys and press  OK/Select . (On some TV boxes, this may be called  Subtitle Setup  instead. You may have to press the down arrow to navigate to the second menu screen to find this item.) Using the remote control, modify the Closed Captioning and Background settings as needed, and press OK/Select to confirm the settings. Please refer to the TV manufacturer’s instructions if this does not activate Closed Captioning.   If this does not activate Closed Captioning, try the following:   To access user settings (where you can manage Closed Captioning), turn OFF your set-top box; it will remain in standby mode. Press (Guide) on your remote while the set-top box is in standby mode. OR press Channel Up + Channel Down simultaneously on the front panel of the set-top box. Using the down arrow, navigate to   Closed Captioning.   Press the right arrow to select   Enabled   or   Disabled     For more information see here:     On X1 TV boxes:    Press the   Down arrow   button on the remote control to launch the Trick-play bar.  Scroll to the left to highlight and select the   CC soft key to enable/disable Closed Captions.   OR   Press the   Xfinity button on the remote control while viewing any screen to go to the   Main Menu. Highlight Settings (Gear icon) and press   OK.                                                                                                  Highlight Accessibility Settings and press   OK.                                                                                                Highlight   Closed Captioning.                                                                                                                                                                                            Press   OK   to toggle the feature   On   or   Off. If choosing   On, then proceed to   Closed Captioning Options   and select your preferred settings (font size, color and formatting).                                                                                                                                                                                                 If you would like to choose your own font, background and window styling options, select   Custom   in the   Closed Captioning Style   field. If you wish to receive the Closed Captioning style chosen by the programmer for easy reading, switch the style to   Auto.                                                                 Press   Exit   when finished. You must change the channel for the changes to take effect.   OR   Closed Captioning (CC) can now be turned on or off using the voice remote from XFINITY. Simply press and hold the microphone (Mic) button, and say "Turn on Closed Captioning" or "Turn off Closed Captioning.”   ALSO   Turn Closed Captioning On or Off While Watching a Program:   Every time the playback functionality options appear on-screen, a list of the accessibility settings currently enabled will be visible underneath the transport bar.   You can also check the status of accessibility settings directly from the playback controls. Reach the accessibility buttons by pressing down, and then the right or left arrows to reach the button of your choice.   If those options are collapsed, simply select the collapsed button, and it will expand to show all three accessibility buttons:   Video Description (D), Secondary Audio Programming (SAP) and Closed Captioning (CC).     For more information see here: ... View more

Xfinity Gateways and xFi Gateways are all-in-one devices that deliver Internet and Voice connectivity, whole-home WiFi coverage, network control and speed for the ultimate connected experience. General features of our latest devices, the xFi Advanced Gateway and xFi Gateway 3rd Generation include: Secure wireless home network Secondary Xfinity Hotspot network Exclusive WiFi management tools and Parental Controls (xFi) Extended whole-home coverage with the xFi Advanced Gateway and xFi Pods Up to 1 Gigabit speeds with xFi Advanced Gateway and up to 2.5 Gigabit speeds with the xFi Gateway 3rd Generation Internet connectivity through Ethernet connection (two or four ports) Connection for one to two phone lines Regular automatic updates to improve speed, coverage, control and security Find out more about the   benefits of renting an xFi Gateway. Xfinity Gateway Models We are always improving our equipment, and we recommend updating your device every two to three years in order to get the most out of your Xfinity Internet subscription. For specific details on all of our available Gateway models, please see below. Note:   Looking for your Gateway model number? Review the equipment’s bottom panel or visit your Internet Service page on   My Account   or xFi. xFi Gateway 3rd Generation Our xFi Gateway 3rd Generation offers a new colorway (white/gray) to compliment your home decor, a less disruptive LED light, the fastest speeds, more ports, the widest coverage, exclusive WiFi management tools, Parental Controls and xFi Pods for extended coverage.   Model Numbers: CGM4331COM Friendly Model Name: XB7 Gigabit Ethernet Ports: 4 Dual-Band WiFi Option: Yes Maximum Data Throughput: 2.5 Gbps WPS (WiFi Protected Setup): Yes Gateway/ Network Management Tool (http://10.0.0.1) : Yes Xfinity xFi Eligible: Yes Xfinity xFi app Activation: Yes Two Total Telephone Ports: Yes (separate Alarm Port) Battery Backup Capability (Xfinity Voice Only): No Link Cordless Phones (CAT-iq 2.0*): Yes Home Hotspot Capable: Yes Compatible with Xfinity Home: Yes xFi Advanced Gateway Our xFi Advanced Gateway offers up to 1 Gigabit speeds, wide coverage, exclusive WiFi management tools, Parental Controls and xFi Pods for extended coverage. Its attractive design lends itself to being positioned in a central open area for best broadcasting.   Model Numbers: TG3482G and CGM4140COM Friendly Model Name: XB6 Gigabit Ethernet Ports: 2 Dual-Band WiFi Option: Yes Maximum Data Throughput: 1 Gbps WPS (WiFi Protected Setup): Yes Gateway/ Network Management Tool (http://10.0.0.1) : Yes Xfinity xFi Eligible: Yes Xfinity xFi app Activation: Yes Two Total Telephone Ports: Yes Battery Backup Capability (Xfinity Voice Only): Yes Link Cordless Phones (CAT-iq 2.0*): Yes Home Hotspot Capable: Yes Compatible with Xfinity Home: Yes xFi Wireless Gateway Offers the speed, coverage, WiFi management tools, Parental Controls and xFi Pods for extended coverage.   Model Numbers: DPC3939, DPC3941T, and TG1682G Friendly Model Name: XB3 Gigabit Ethernet Ports: 4 Dual-Band WiFi Option: Yes Maximum Data Throughput: 700 Mbps WPS (WiFi Protected Setup): Yes Gateway/ Network Management Tool (http://10.0.0.1) : Yes Xfinity xFi Eligible: Yes Two Total Telephone Ports: Yes (separate Alarm Port) Battery Backup Capability (Xfinity Voice Only): Yes Link Cordless Phones (CAT-iq 2.0*): Yes (excluding TC8717) Home Hotspot Capable: Yes xFi Fiber Gateway This WiFi gateway/MTA solution provides complete home connectivity and coverage at high speeds at   our Fiber-to-the-Unit properties.   Model Numbers: Arris X5001 Friendly Model Name: XF3 Gigabit Ethernet Ports: 4 Band WiFi Option: Yes Maximum Data Throughput: 1 Gbps WPS (WiFi Protected Setup): Yes Gateway/ Network Management Tool (http://10.0.0.1) : Yes Xfinity xFi Eligible: Yes Xfinity xFi app Activation: No Two Total Telephone Ports: Yes Battery Backup Capability (Xfinity Voice Only): Yes Link Cordless Phones (CAT-iq 2.0*): No Home Hotspot Capable: Yes Compatible with Xfinity Home: Yes   Xfinity Gateway (1/2/3) These are old Wireless Gateways limited speeds and functionality.   Model Numbers: TC8706C, TG852G, TG862G, TC8305C, TC8717 Friendly Model Name: XB2 Gigabit Ethernet Ports: 4 Dual-Band WiFi Option: Yes Maximum Data Throughput: 275 Mbps WPS (WiFi Protected Setup): Yes Gateway/ Network Management Tool (http://10.0.0.1) : Yes Xfinity xFi Eligible: No Xfinity xFi app Activation: No Two Total Telephone Ports: Yes (separate Alarm Port) Battery Backup Capability (Xfinity Voice Only): Yes Link Cordless Phones (CAT-iq 2.0*): Yes Home Hotspot Capable: Yes Compatible with Xfinity Home: Yes     Wireless Gateway Device Comparison The following table compares all Gateways. Product Features Wireless Gateway 1 Wireless Gateway 3 xFi Fiber Gateway xFi Wireless Gateway xFi Advanced Gateway xFi Gateway 3rd Generation (Model Numbers: TG852G, TG862G, TC8305C) (Model Number: TC8717C) (Model Number: Arris X5001) (Model Numbers: DPC3941T, DPC3939, TG1682G) (Model Number: TG3482G, CGM4140COM) (Model Number: CGM4331COM) Four Total Gigabit Ethernet Ports Yes Yes Yes Yes No (2) Yes Dual Band WiFi No Yes Yes Yes Yes Yes Maximum Data Throughput 150 Mbps 700 Mbps 1 Gbps 700 Mbps (275 Mbps for DPC3939) 1 Gbps 2.5 Gbps WPS (WiFi Protected Setup) Yes Yes Yes Yes Yes Yes Gateway and Network Management Tool (http://10.0.0.1) Yes Yes Yes Yes Yes Yes Xfinity xFi Eligible No No Yes Yes Yes Yes Xfinity xFi app Activation No No No Yes Yes Yes RDK-B No No Yes Yes Yes Yes Two Total Telephone Ports Yes Yes (separate Alarm Port) Yes Yes (separate Alarm Port) Yes Yes (separate Alarm Port) Battery Backup Capability (Xfinity Voice Only) Yes Yes Yes Yes Yes No Eligible for an Xi5 Device No No Yes Yes (excluding DPC3939) Yes Yes Link Cordless Phones (CAT-iq 2.0*) No Yes No Yes Yes Yes Home Hotspot Capable Yes Yes Yes Yes Yes Yes Compatible with Xfinity Home Yes Yes Yes Yes Yes Yes * CAT-iq 2.0:  Cordless Advanced Technology (CAT). CAT-iq 2.0 is a digital communication standard, used primarily for cordless phone systems. CAT-iq 2.0 handsets can be paired with the Wireless Gateway.     Using Third-Party Equipment Alternately, some Xfinity customers may wish to purchase and use third-party cable modems and Gateways. However, you will miss out on the full suite of Xfinity services. Note:   Before purchasing your own equipment, confirm it is approved for use with Xfinity services and can achieve the maximum capability of your subscribed speed tier. Visit  https://mydeviceinfo.xfinity.com .       Additional Information XB7 Getting Started Guide for Installation XB6 Getting Started Guide for Installation Arris X5001 Installation Guide TG1682G Quick Start Guide DPC3941T User Guide TG1682G User Guide DPC3939 User Guide TG852G User Guide TC8717 User Guide TG862G User Guide SMCD3GNV User Guide TC8305C User Guide     Additional Resources https://www.xfinity.com/support/articles/broadband-gateways-userguides https://www.xfinity.com/support/articles/wireless-gateway-3 https://www.xfinity.com/support/articles/wireless-gateway-1 View updated open source license information for certain Gateway models ... View more

 There have been some recent requests to understand and set up port forwarding. This article will explain what port forwarding is and how to use it on your in-home network.    How Does Port Forwarding Work? Similar to a wall in your home, your Wireless Gateway keeps out potentially harmful risks from the Internet while opening doors or "ports" for safe Internet traffic. Some applications require a designated port in order to work properly, and that's where port forwarding comes in handy. Port forwarding is also commonly used for: Video games Some email application ports, like POP3 Instant messaging Video conferencing Peer-to-peer file sharing Remote computer access Phone service that leverages voice over IP technology   What is a port number?   All incoming traffic will include a network port number to identify the type of traffic being sent. To find the port number of the traffic you're looking for, contact the service developer or search online. Common port numbers are Port 80 (web servers) and Port 443 for Secure Socket Layer traffic.   What is an IP address?   Every device connected to your home network is assigned an IP (Internet Protocol) address. Your Wireless Gateway communicates with your network devices by automatically assigning local addresses or IP address, such as 10.0.0.1.     xFi Users: How to Add a Port Forward Visit   xfinity.com/myxFi   or open the Xfinity xFi app and sign in with your Xfinity username and password. Select   Network   from the   Overview   section. Select   Advanced Settings   under   More Options. Select   Port Forwarding   from the menu. Select   Add Port Forward. Note:   If you've previously set up a port forward from your Gateway's Admin Tool (http://10.0.0.1), you should see it listed in the Port Forwarding Settings. Choose the household device for the port forward you are setting up from the drop-down list of connected devices. Note:   If you don't see the device listed, it may not be connected to your home network. Choose from the list of common applications to use a recommended, preset configuration (e.g., Xbox or PlayStation) or select   Manual   Setup   to enter specific port numbers, ranges and/or protocols. Select   Apply Changes   to complete the setup of the port forward. The device you set up for this port forward can now use these settings. Note:   If you are unsure what port settings to choose, reference the device manual or the application you are trying to use. Opening unnecessary ports is not recommended, as it may pose a security risk.     How to Edit or Delete a Port Forward Go to   xfinity.com/myxFi   or open the Xfinity xFi app and sign in with your Xfinity username and password. Select   Network   from the   Overview   section. Select   Advanced Settings   under   More Options. Select   Port Forwarding. All existing port forwards will be listed here. Select   Edit   next to the port forward you wish to edit or delete. Select   Delete this Port Forward   at the bottom of the screen if removing, or   Apply Changesafter making edits. Note:   Port forwards without an associated device can’t be edited. If you want to use an existing port forward that doesn’t have an associated device, you’ll need to delete it, then create a new one by selecting   Add Port Forward.     Advanced/Admin Tool Users: How to Set Up Port Forwarding We recommend xFi for most subscribers, but more advanced users can alternately use the Gateway’s Admin Tool. **Note**:  Once you access port forwarding, Bedtime Mode or pause/unpause a device through xFi, you will no longer be able to access similar features (port forwarding, block or scheduled block) through the Gateway's Admin Tool ( http://10.0.0.1 ).   Go to   http://10.0.0.1   using a device that is connected to your network. Log in to the Admin Tool: Username:   admin Password:   password Note:   You will be prompted to change your password the first time you access. Please change the password and if required login to the admin tool with the new password. Select the   Advanced   menu in the left pane, then click   Port Forwarding. Select   Enable. The button will turn green. Click   +ADD SERVICE   in the   Port Forwarding   box. The   Add Service   page will appear. Select the appropriate option (FTP, AIM, HTTP, PPTP), from the   Common Service   drop-down menu. Selecting one of these options will automatically populate the start and end ports below the   Common Service   field. For a service not listed, select   Other   and type   Service Name   in the field. The start and end ports will populate only if you selected one of the four Common Services. If not, enter the port numbers that are required for the game or service for which you want to add the port forwarding rule. Select the   Service Type. The Service Type is the protocol used for sending data over the Internet. The default is   TCP/UDP. Click   CONNECTED DEVICE   to select the device on your network and populate these fields for the   IPv4 Address   or   IPv6 Address   fields. If the   CONNECTED DEVICE   button doesn't appear on the page: Open a new browser window, follow Steps 1 and 2 from above, and go to   Connected Devices > Devices. Click the name of the device for which you want to add the port forwarding rule under   Online Devices' Host Name. Highlight and copy the   IP address. Return to the previous browser window and paste the   IP address. Click   Save. You have created a port forwarding rule on your home network, but before you log out of the   Admin Tool, take note of your WAN IP address under   Gateway > Connection > XFINITY Network   menu in the left pane. You'll need this information to begin using the game or service.     How to Set Up Port Triggering Open a web browser, type in   http://10.0.0.1   to go to the Admin Tool, and sign in. If you haven’t changed your login, the default settings are: Username:   admin Password:   password (case sensitive) If you have not changed your password for the Admin tool, you will be asked to change it. Please change the password and, if required, log in to the Admin Tool with the new password. Navigate to   Advanced > Port Triggering   on the left side of the page. Ensure that port triggering is   Enabled. Click the   ADD PORT TRIGGER   button on the right side of the page. Consult your gaming console manufacturer's guidelines for assistance in entering values for the fields on this page (or visit these   Xbox   and   PlayStation   pages for additional information); the below values are for illustrative purposes only. **Note**:   The trigger and target port numbers you enter will need to be different from each other for each port trigger rule you add. Once you know which ports are required to communicate over your WiFi network, enter values for the fields on this page, including: Service Name:   Enter a name for the port triggering rule you are creating. Service Type:   Set the format for the port, where you can choose from options of   TCP,   UDP   or   TCP/UDP. Trigger Port From/To:   Enter the inbound port range for the port trigger. Target Port From/To:   Enter the target port range for the port trigger. When finished entering these values, click   ADD   to complete the process.     More Resources View and Change Your WiFi Password Internet and WiFi Troubleshooting Manage Your WiFi with xFi: Advanced Settings Set up Port Forwarding on you Xfinity Gateway What is Port Triggering on the Xfinity Gateway and how to set it up ... View more

Question   How do I forward my email message to a text message on my XFINITY Mobile phone?   Answer ***Created by our Community***   There are two ways to text an email to Xfinity phones besides plain old phone number texting.   using: "[phone number]@vtext.com" works for straight text ONLY.  Also, a character limit is in place.   using: "[phone number]@mypixmessages.com" works for text, photos, etc.  Characters are not limited to 140.   ... View more

Question   How do I log into my Xfinity modem so I can manage my home network?     Answer   With a computer, phone, or tablet that’s connected to your network, open a web browser and go to the Admin Tool at   http://10.0.0.1. If you’ve already changed your Admin Tool ID and password, log in with your information. Pro tip:   This username and password aren’t the same as your WiFi name and password. If you haven’t changed the username and password, log in with: Username:   admin Password:   password If you changed your ID or password but don't remember it, you can do a  factory reset (See Factory Reset Note below) .   Then, click   LOGIN. Note:   Your screen might not look exactly like this - it depends on which gateway you have. But the steps are the same.     Factory Reset Note:   A factory reset restores your Gateway to its original default settings, including your WiFi name and password. A factory reset requires using a small object, such as a paper clip or pin, to hold in the  Reset   button on the back of the Gateway for 30 seconds until all the LED lights power off. If prompted, you’ll be required to create a custom WiFi name and password and reconnect devices to your home network using this information. ... View more

Question   How do I return my leased equipment back to Xfinity?   Answer   How to Return Your Xfinity Equipment Whether you're moving, upgrading devices, or canceling a service, we can help! Visit our Digital Return Center at   xfinity.com/returns   and follow the on-screen instructions for the device you'd like to return to us. If you don't see your device, simply follow the return options below. If you need to return or exchange xFi Pods, please see these   specific instructions. For help moving, just tell us a bit about your move at   xfinity.com/moving   and we'll take care of the rest so you can move in about a minute.       To see these instructions in a different language, see: Chinese Portuguese Russian Tagalog Vietnamese     Simple Options to Return Xfinity Equipment Should you need to return your rented equipment, there are four ways to do so: Initiate your return online (recommended) Sign in   and visit the   Equipment Return   page. (Note:   You must have an active Xfinity profile to process your return online. If you don't, you can head directly to a UPS Store near you). Already submitted a return request?   You can track your return at the   Pending Return Status   page. Check off the device(s) you'd like to return and select   Continue. When returning your device(s), check the serial number on the device to ensure that it matches your selection. Note:   If you're returning a TV Box, you can click   Identify Device, which will send a signal to that specific TV and display an on-screen message to let you know that this is the correct TV Box. Choose a reason for return and press   Continue. Select a return option, follow the listed instructions, and press   Confirm.   Stop by a local UPS Store Visit   theupsstore.com/tools/find-a-store   to find a UPS Store near you. You may either bring your equipment to the store and a UPS representative will pack and ship your equipment back to us, or you may package the equipment yourself using a cardboard box and the prepaid UPS shipping label you printed at home. If a UPS Store representative packages the equipment for you, you will receive a physical receipt with your tracking number so that you can track the progress of your return at   xfinity.com/returns   or on   UPS.com. Otherwise, you may reference the tracking number on the return label to monitor your package. Please allow up to two weeks for the return to process and your account to reflect these changes. Stay in the Know:   If you have an email address on file, you will also receive a confirmation email letting you know that the equipment was received and the date that the return was processed.   Update your email address.   Visit us at a Comcast Service Center or Xfinity Store Find a   Comcast Service Center or Xfinity Store location   near you - we'd love to see you. Drop off your equipment at any Comcast Service Center or Xfinity Store. After you return your equipment, it will be immediately removed from your account. Our team at the Xfinity Store will provide you with a receipt confirming your return details. Send your equipment back with a prepaid UPS shipping label Once you have followed the instructions online at   xfinity.com/returns   and confirmed the device(s) you are returning, choose   UPS Prepaid Shipping. A prepaid shipping label will be prepared for you. Click   Print Shipping Label   to print the label for your package. Put the equipment being returned into its original box, and place your UPS prepaid shipping label on the outside. Keep the top portion of the label with the tracking number included, as this will be your receipt. Drop the package off anywhere that UPS shipments are accepted. Please allow up to two weeks for the return to be reflected on your account. *If you have already contacted Comcast to disconnect your account and still need to return your equipment, you can use the Comcast Service Center/Xfinity Store or UPS Store drop-off options for your return.       Returning Equipment During COVID-19 In response to travel and safety concerns, we are making equipment returns even easier with free UPS at-home pickup. Visit our   Digital Return Center and select the devices you would like to return. Then box up the equipment, print your UPS return label and call 1-800-PICK-UPS to schedule the pickup. As always, you can also package up your devices and hand them off to your local UPS driver or take them to a UPS store and they will package up your return for you. Be sure to visit theupsstore.com for the most up-to-date locations and store hours.   To return an Xfinity Mobile phone, visit   xfinitymobile.com/myaccount, select the phone you wish to return, and follow the steps provided. After you package up your phone and secure the mailing label, call 1-800-GO-FEDEX, select the option   I’m using a label, and follow the voice prompts. You can also drop off your boxed-up device with the attached return label at your nearest FedEx shipping center. For the most up-to-date locations and store hours, visit   fedex.com.   Learn more   about returning other Xfinity Mobile devices.   Returning or Exchanging xFi Pods To initiate a return or exchange, visit   xfinity.com/xfipodsreturns. Once the return/exchange form is completed, you will receive an email confirmation with next steps on how to return the equipment, as well as details on how your refund or exchange will be processed. Please note, you'll need to return your xFi Pods within 30 days to receive a full refund; however, xFi Pods can be exchanged within one year under the hardware warranty. Learn more about the   limited warranty for Xfinity xFi Pods. Need help with your xFi Pods? Check out these   frequently asked questions about xFi Pods.     Additional Resources https://www.xfinity.com/support/articles/returning-your-equipment https://www.xfinity.com/returns https://www.xfinity.com/support/articles/return-exchange-xfi-pods https://www.xfinity.com/xfipodsreturns https://www.xfinity.com/support/articles/returns-and-exchanges https://www.xfinity.com/prepare ... View more

Question I am given the message "one moment please with ref code s0a00". It usually occurs around prime time and on the same few channels. What does this mean?   Answer ***Created by our Community***   If you have the S0A00 error message it means your TV Box has not yet been activated or has somehow lost its activation. If the error does not go away within approximately one hour, determine if the error message is on all your TVs, or just one, and then  contact us  so a representative can assist you. Comcast support can usually just send a new signal and get it working again.   You can also try, c hecking for loose F connectors on the coax at the back of the box, the TV outlet and any accessible splitters. Excessive splitting in the home can cause signal issues like this. If there are any splitters that can be removed, that will increase the signal to those TV outlets.   Unplug the cable box from the power outlet, disconnect the cable going to the tv, wait 1 to 2 minutes, plug the cable going to the tv back into the box, and then plug back in the power cord. This has been know to help in some instances of this error.     ... View more

GSM-1 Error Message: "Unable to retrieve DiscoveryConfiguration object, failed to retrieve scan configuration from AVSDB" Explanation: AVSDB is an external database that holds all information for autodiscovery to complete. Error means that the Cardio server coud not reach the external AVSDB server Resolution: Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you.   GSM-2 Error Message: "Discovery Configuration object is null, failed to retrieve scan configuration from AVSDB" Explanation: AVSDB is an external database that holds all information for autodiscovery to complete. Error means that the Cardio server did not get a ControllerId from the Cable Card that is required to communicate with the AVSDB.  Resolution: Please validate the ControllerId is on the Cable Card for Cisco/SA VOD sites and for Motorola VOD sites. To do this follow these directions:  From live tv press the Tivo button on top of Tivo remote to enter the Tivo user interface Select settings and messages Select Remote, CableCARD and devices Select CableCARD decoder Select CableCARD options Select CableCARD menu Select CISCO CableCARD/Host ID screen Verify CTRLID - 19XX (whatever site controllerId is) If this value is missing then the cableCARD and STB need to be paired correctly   GSM-3 Error Message: "Scan Config list from AVSDB is NULL or empty" Explanation: Information in the AVSDB is empty Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you.   GSM-4 Error Message: "TSID Scan Exception" Explanation: Problem with TSIDs (transport stream id) for autodiscovery Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you.   GSM-5 Error Message: "ERROR: Controller Id/ Vct Id ERROR Response" Explanation: Problem with controllerId as VCTId is not utilized by AVSDB /Cardio anymore Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you.   GSM-6 This error code is no longer used   GSM-7 Error Message: "srvrlist is null. App Start Failure" Explanation: Problem with AVSDB not returning SGS IP Information for a VOD site Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you.   GSM-8 Error Message: "Error occurred in retrieving TSIDs from the TCD" Explanation: TCD (Tivo Cardio Device = STB )   not able to send up tsids to the Cardio server Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you. GSM-9 Error Message: "Failed to resolve tuner conflict by continuing with recording" Explanation: Turner conflict error Resolution: If either GSM-9 or GSM-10 are encountered it will indicate a very rare race condition or an incompatibility between the Cardio version and TCD firmware version. There's really nothing that can be done, though if either of them occur frequently or consistently it most likely indicates a low level bug/problem with either Cardio or the TCD firmware. Recommend customer escalate to Tivo NOC as TCD firmware comes from them. GSM-10 Error Message: "Failed to resolve tuner conflict by continuing with VOD" Explanation: Turner conflict error Resolution: If either GSM-9 or GSM-10 are encountered it will indicate a very rare race condition or an incompatibility between the Cardio version and TCD firmware version. There's really nothing that can be done, though if either of them occur frequently or consistently it most likely indicates a low level bug/problem with either Cardio or the TCD firmware. Recommend customer escalate to Tivo NOC as TCD firmware comes from them. GSM-11 Error Message: "TransportStreamIdMappingsGetAesRequest (TSID Request) timed out" Explanation: Cardio server requested TSID scan from cable card and timed out waiting for a response Resolution: Usually this is a problem with network in customer home/slow modem/slow internet. For information on how to reduce Internet slow-downs please see this article: http://forums.xfinity.com/t5/Internet/Connection-Troubleshooting-Tips/ta-p/2941127 GSM-12 Error Message: "ControllerIdVctIdAesRequest timed out" Explanation: Cardio server requested ControllerId from cable card and timed out waiting for a response. Cardio no longer uses the VCTId Resolution: Usually this is a problem with network in customer home/slow modem/slow internet.  For information on how to reduce Internet slow-downs please see this article:  http://forums.xfinity.com/t5/Internet/Connection-Troubleshooting-Tips/ta-p/2941127 GSM-13 Error Message: "JModManager initialization did not occur - timeout" Explanation: JMOD is used by Seachange on SGS servers, error indicates that it did not initialize Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you. GSM-14 Error Message: "Failed to register for tuner conflict events, exiting" Explanation: Tuner conflict error Resolution: Recommend customer escalate to Tivo, Tuner conflict would be a STB issue GSM-15 Error Message: "DNCS returned with no ServiceGroup Information" Explanation: DNCS/VSRM no responding to request for Service Group information by Cardio server Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you. GSM-16 Error Message: "Multiple DNCS IPs returned" Explanation: Indicates that cable card is communicating with more than one DNCS/VSRM Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you.   CL-14 Error Message: "Sorry you are having difficulty, please try your selection again." Explanation: Usually indicates issues with autodiscovery completing normally when Stream Setup first begins. Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you.   Err-2 or %lm2 Error Message: This is the default message when system is unable to match another error code to issue Explanation: Usually this indicates a problem with UDB recognizing account or mac address of cable card Resolution:  Please make a new post if you are experiencing this issue. Our Official Employees will get this escalated to the correct team to resolve this issue for you.   TiVo Specific Errors (Errors starting with V or S) Error Message: Various Explanation: The problem depends on the error code but generally these errors are NOT related to the cable card but to network issues or problems with the Tivo STB itself. Resolutions:    https://support.tivo.com/SupportHomePage1   This is a good support page for Tivo to type in common error codes to get specific information about errors relating to Tivo STB/network itself. ... View more

Comcast is working with equipment manufacturers to bring the Xfinity Stream app to compatible Roku devices, Samsung Smart TVs, LG Smart TVs and other Partner Devices. The Xfinity Stream app offers live broadcast channels, linear cable channels, cloud recordings and video on demand, all without having to rent an Xfinity TV Box from Comcast. The Xfinity Stream app for Partner Devices is currently offered in a "beta" version that doesn't include the full set of features and functionality that comes with the Xfinity Stream app or the web portal. Future releases of the app will include additional features and functionality, as well as improved stability and optimization. When using the "beta" app, you won't be charged an "additional outlet" service charge. Pricing may change in the future. Please note that  Xfinity X1 is the best way to watch Xfinity TV , and  not all features of X1 are available   if you choose to use a  Partner Device . See below for more information.     Frequently Asked Questions   Getting Started Am I eligible to use the Xfinity Stream app on Xfinity TV Partner Devices? You'll need to be subscribed to Xfinity TV and Xfinity Internet. All Internet speed tiers are eligible. You'll need to use a Wireless Gateway rented from Xfinity, or a retail modem that's certified to work on the Comcast network. Visit   mydeviceinfo.xfinity.com   for more information on compatible equipment. Does the Xfinity Stream app for Partner Devices have the same features as Xfinity X1? No. Currently, the Xfinity Stream app for Partner Devices doesn't support the following features: Control through the X1 Voice Remote. Movie and TV show rentals through Xfinity On Demand (Available on Roku; not available on Samsung Smart or LG TVs). Pay Per View event rentals. Xfinity apps on X1 such as Sports, Voicemail, My Account. Apps such as Pandora, YouTube and Netflix. These apps may be available through the Partner Device's platform.   Does the Xfinity Stream app work on all streaming devices? No. Currently, only certain devices have the Xfinity Stream app. We expect to add more equipment manufacturers and devices throughout 2019. For eligible device models, see the  activation information for Roku devices  and  Samsung and LG devices . Why are some models not supported? Not all device models meet the minimum hardware requirements for the Xfinity Stream app. We're working with equipment manufacturers to bring the Xfinity Stream app to more devices and models. I'm having trouble downloading and/or installing the Xfinity Stream app on my supported Partner Device. What should I do? Check that you have a   supported device model   at   mydeviceinfo.xfinity.com. Check the firmware version of your Partner Device to make sure you're using the minimum required version. To update to the latest firmware on Roku, navigate to   Settings > System > System Update   from the home screen, and press   OK   to check for updates. To update the latest firmware on Samsung Smart TVs, press the   Menu   button on your remote control. Use the   down arrow   to select the   Support   tab, select   Software Update, then select   Online. As long as your Samsung device is connected to the Internet, it will connect to Samsung servers to look for an update. If there is an update available, it will start installing automatically (unless the update setting is set to manual). To update to the latest firmware on LG Smart TVs, click the   Home   button on your remote, then click   Settings (Gear icon). Navigate to   All Settings > General. From here, check   Allow Automatic Updates. This will ensure that you have the latest LG software installed on your device. Check that your Partner Device is connected to your Xfinity Internet service. Because of the design of the Partner Device, it can't run the Xfinity Stream app unless it's connected to Xfinity Internet.   Do I need to rent an Xfinity TV Box for the Xfinity Stream app to work on my Partner Device? No. If you're a new customer, you can simply choose to use your Partner Device without renting an Xfinity TV Box from Comcast. If you're a current Xfinity TV customer and would like to use only your Partner Device instead of your rented Xfinity TV Box, you can do so, but you'll need to return your rented Xfinity TV Box by following  these instructions . You can also use a combination of both rented equipment and Partner Devices in your home. The rented Xfinity TV Box will be your “primary outlet.” For more information on the difference in features and any credits and fees associated with using a Partner Device instead of renting an Xfinity TV Box from Comcast, check out the  Credits and Fees  section below. Do I need to rent an Xfinity DVR-capable TV Box to get DVR service on my Partner Device? No. If you use a Partner Device, you can subscribe to Xfinity's DVR service without renting a DVR-capable TV Box from Comcast. You can access and manage your recordings from the Xfinity Stream app on Partner Devices. If you're a current Xfinity TV customer with DVR and you rent an Xfinity TV Box or use a Partner Device to access the Xfinity Stream app, you can set and delete your DVR recordings directly on your Xfinity TV Box and/or your Partner Device. At this time, remote recording control is not available. I already subscribe to Xfinity TV. If I return my Xfinity DVR-capable TV Box, will I still have access to the recordings that were stored on that box using the Xfinity Stream app? If you're an X1 DVR customer, you'll be able to keep some of the recordings from your Xfinity DVR TV Box in the cloud and access them through the Xfinity Stream app. Legacy (non-X1) DVR customers will lose the recordings stored on legacy TV Boxes. Can I view all my previously purchased movies and TV shows using the Xfinity Stream app on Partner Devices? What if I returned all my Xfinity TV Boxes? Yes, you can continue to view all your previous content purchases through the Xfinity Stream app and Xfinity Stream portal, even if you return your Xfinity TV Box. If I'm a new customer, how do I order Xfinity TV service without renting a TV Box from Comcast? You can order Xfinity TV online at  xfinity.com  or by calling 1-800-xfinity to order Xfinity TV without a TV Box. I just ordered Xfinity Internet and Xfinity TV without renting an Xfinity TV Box from Comcast. Will the technician who installs my Internet also set up my Partner Device? No. Partner devices, like all other customer-owned and managed devices, are installed and activated by the customer. Comcast technicians won't install supported Partner Devices. For more information about setting up the Xfinity Stream app on your supported Partner Device, check the setup guide or support web page for your Partner Device. I just ordered Xfinity TV service; can I use the Xfinity Stream app on Partner Devices before my professional installation? No, you won't be able to access the Xfinity Stream app on Partner Devices until your Xfinity Internet is activated. Why is Xfinity Internet required to use the Xfinity Stream app on a Partner Device? Partner Devices need an Internet connection to run their operating systems. Since they lack the capability to connect to two different networks at the same time, they need to connect to a single device that can deliver access to both our managed cable network and the Internet at the same time. Currently, the only way to access both is through the modem or Gateway used with your Xfinity Internet service. My Xfinity TV service is provided through the Xfinity On Campus program. Can I use the Xfinity Stream app on Partner Devices? Yes, Xfinity On Campus customers can use the Xfinity Stream app on Partner Devices while the supported Partner Device is connected to your campus WiFi network. Note:   Xfinity on Campus service is currently only available on Roku devices and Samsung Smart TVs. LG Smart TVs will be supported in a future release. I'd like to use the Xfinity Stream app, but I don't own any Partner Devices. Can I purchase a device from Comcast? No, but you can purchase these devices at many retail and online stores.     Using the Xfinity Stream App on Partner Devices Can I take my Partner Device to my friend's house, hotel or vacation home and access the Xfinity Stream app? No. The Xfinity Stream app will only work if the device is connected to your Xfinity Internet in-home network through Ethernet or WiFi. If you'd like to access your favorite content when you're not connected to your Xfinity in-home network, you can use the Xfinity Stream portal online or the Xfinity Stream app on your smartphone, tablet, or computer and watch your recordings and available content over the Internet. Does the Xfinity Stream app on Partner Devices offer parental controls? Yes, parental controls can be customized within the Xfinity Stream app settings. Please note that if you use the Xfinity Stream app on multiple devices, you'll need to set the parental controls separately in the Xfinity Stream app for each device. For parental control instructions on the Xfinity Stream app for Partner Devices, see  setting Parental Controls with the Stream app . How many Partner Devices can I use? Xfinity TV customers can stream to up to five devices at the same time, with a total of 45 devices registered on the account. The limit of five simultaneously streaming devices includes Partner Devices, mobile devices (iPad, tablets, phones), and computers. Xfinity Instant TV customers can stream to up to two devices at the same time. Does placement of the device affect my streaming experience? Yes. The WiFi signal strength at the device can affect streaming, so the device should be placed where your in-home WiFi signal is strong.     Credits and Fees Is there an additional charge for using a Partner Device? There's no additional charge for using the Xfinity Stream app on Partner Devices. All other fees associated with your service will still apply, except during the beta trial, we're waiving the "additional outlet" service charge if you use the Stream app on a Partner Device. Pricing may change in the future. If the cost of renting the first Xfinity TV Box is included in my package price, do I get a credit if I do not rent an Xfinity TV Box and use a Partner Device instead? If your package price includes the cost of the first rented Xfinity TV Box, you'll get a credit for use of a Partner Device on your primary outlet (assuming you have no rented Xfinity TV Boxes). If you're an existing customer who has an Xfinity TV Box, you'll need to return your equipment to Comcast to receive this credit. If your equipment rental is charged separately in your Xfinity TV package, you won't be charged for use of the Xfinity Stream app on a Partner Device on your primary outlet. Does streaming using the Xfinity Stream app on a Partner Device count against my Internet data usage? No. The goal of using the app on your Partner Device is to give you more options outside of our rented TV Boxes to access your full TV service within your home. The service delivered through the Xfinity Stream app is not an Internet service, so our data usage plans don't apply. However, video services that are delivered over the Internet, like TV Everywhere content accessed via the Xfinity Stream app and web portal or content from NBC.com or the NBC and NBC Sports apps, are treated exactly the same way as any other Internet-delivered services, like Netflix, Hulu, or Amazon, and are subject to any data usage plans that might apply. Additional Resources Xfinity Stream App on Xfinity TV Partner Devices FAQs ... View more

Comcast offers a large-button remote to Accessibility customers upon request. The large-button remote is a third-party device, offered free of charge, that delivers improved readability of the remote keys and may be easier for our elderly or visually impaired customers to use. The large-button remote is simple to program and can operate two devices at once, such as your TV Box and television. The remote is pre-programmed to work with Comcast's Motorola TV Boxes and TV Adapters. Comcast provides this device for our customers and offers help and support for using it, though we do not manufacture it ourselves. The remote control requires installation of four new AA batteries (included).     Front of Remote     Back of Remote     Requesting a Large-Button Remote Customers who are interested in ordering a large-button remote should contact the Accessibility Support Center for Customers with Disabilities.     Button Descriptions TV POWER:   Turns your TV on or off (if programmed) ALL POWER:   One button to turn the TV Box and TV (if programmed) on or off SETUP:   Used for programming the remote for control of your TV Backlight:   Turns the backlight on or off CC:   Not functional at this time (reserved for future one-touch Closed Captioning access) LANG:   Not functional at this time (reserved for future secondary audio program - one-touch access) xfinity:   Enters the On-Screen Guide menus GUIDE:   Accesses the guide REW:   Rewinds playback of an Xfinity On Demand program or DVR recording PLAY:   Plays an Xfinity On Demand program or DVR recording FFWD:   Fast-forwards an Xfinity On Demand program or DVR recording STOP:   Stops playback of an Xfinity On Demand program or DVR recording PAUSE:   Pauses playback of an Xfinity On Demand program or DVR recording REC:   Initiates recording of a program on the DVR PAGE Up/Down:   Scrolls through menu screen pages CH /-:   Selects the next-higher or next-lower channel VOL /-:   Controls the volume on the TV Box or TV (if programmed) MUTE:   Turns the sound on and off Keypad (0-9):   Selects the channel you want to view A,B,C,D: Perform different functions depending on where you are in the On-Screen Guide OK Select:   Selects the highlighted item within the guide LAST:   Returns to the previous channel menu or guide screen INFO:   Provides a program description EXIT:   Exits guide screen and returns you to TV viewing     Button Layout From top left to bottom right, the large-button remote is laid out as follows. Row one:   Closed Captioning, Rewind, Play, Fast Forward, TV Power, and All Power Row two:   Language, Stop, Pause, Record, Setup, and Backlight Rows three, four and five:   Number buttons, just like a telephone's keypad Row six:   Volume Up, the   0   button, and Channel Up Row seven:   Volume Down, the XFINITY Menu button and Channel Down Row eight:   Mute, Up Arrow, Page Up and Exit Row nine:   Guide, Left Arrow, OK, Right Arrow, A and B buttons Row ten:   Info, Last, Down Arrow, Page Down, C and D buttons     Program the Large-Button Remote to Control Your TV Box Your remote is pre-programmed to operate Xfinity TV Boxes. If you're using a Motorola or Cisco TV Box provided by Xfinity, you may need to program the remote for Motorola   or   Cisco   mode using the following steps: Turn on your TV and TV Box and ensure that the included AA batteries have been installed in your large-button remote. If the large-button remote already controls your TV Box, no further steps are required. If the remote does not yet control your TV Box, press and hold the   SETUP   button for five seconds. The LED indicator will turn from red to green. Then: Press   A   for control of an X1 TV Box Press   B   for control of a Motorola brand TV Box or Press   C   for control of a Cisco or Scientific-Atlanta brand TV Box. Press the   XFINITY   button to verify that the remote is controlling the TV Box properly. Why doesn't my remote work to control my TV Box? This remote is designed to work with Xfinity, Motorola and Cisco TV Boxes. If you have certain Motorola or Cisco TV Boxes, you need to program the remote for   Motorola   or   Cisco   mode. Follow the steps above to program the remote for control of your TV Box.     Program the Large-Button Remote to Control Your TV To program your remote for control of TV power and volume, follow the steps below: Install the remote's batteries, and make sure both your TV and TV Box are turned on. Refer to the TV   Device Codes   list included with the remote to locate your TV manufacturer. Press and hold the   SETUP   button on the remote until the status LED light changes from red to green. Enter the first code listed for your TV manufacturer. The status LED should flash green twice when the code is entered. Then press   SETUP   again. Press the   TV POWER   button on the remote. If the TV turns off, you have successfully programmed your remote. Turn the TV back on, and verify that the volume and   MUTE   buttons are controlling the TV sound properly. If the TV does not turn off, or the volume and   MUTE   buttons do not work, repeat the steps above using the next code listed under your TV manufacturer in the remote's TV Code list.   Can't find your code? If you cannot program the remote for TV control using the codes provided for your manufacturer, please follow the steps below to search through all available codes. You can also search the   Device Codes   list. Turn on your TV. Press and hold the   SETUP   button for five seconds. The LED indicator will turn from red to green. Press the   CH   button repeatedly to search through the manufacturer codes until the TV turns off. Once the TV turns off, press the   SETUP   button. The status LED light on the remote should flash green twice. Press the   TV POWER   button on the remote. If the device turns on, you have successfully programmed the remote for control of your TV.     Device Codes The TV manufacturer device code list is also included with your remote. Common Device Codes   (See second table for all remaining device codes.) Brand Set Up Codes for TV Audiovox 035, 040, 302, 655, 533, 543, 557, 589, 697, 698 Emerson 313, 688, 280, 361, 035, 689, 367, 690, 053, 489, 235, 267, 483, 281, 007, 274, 465, 001, 655, 454 GE 655, 001, 082, 333, 029, 468, 135, 175, 489, 192, 691, 116, 233, 608 Hitachi 712, 711, 689, 607, 528, 517, 516, 413, 175, 250, 481, 479, 097, 253, 001, 465, 464, 462, 089 LG 302, 499, 549, 636, 581, 694, 001 Magnavox 628, 511, 231, 514, 392, 454, 689, 635, 377, 574, 581, 495, 533, 109, 187, 106, 007, 096, 008, 105, 024 Panasonic 468, 128, 162, 486, 375, 597, 624, 116 Philips 628, 109, 511, 581 RCA 116, 691, 192, 488, 140, 135, 473, 679, 233, 608, 639, 035, 446, 465, 029, 001, 018 Samsung 231, 699, 642, 076, 535, 524, 504, 270, 497, 408, 354, 483, 464, 001, 513 Sears 233, 109, 313, 099, 053, 015, 001, 146, 478, 159, 168, 007, 192, 566, 689 Sony 061, 200, 273, 492, 538, 600, 620, 662, 678, 679, 689, 693 Toshiba 313, 001, 076, 008, 128, 478, 519, 537, 606, 614, 665, 360, 099 Vizio 001, 550, 380, 376 Zenith 463, 361, 001, 040, 462, 689, 655 All Remaining Device Codes Brand Set Up Codes for TV 3M 089, 649, 653 A-Mark 302 Abex 464 Accurian 683 Action 556 Admiral 475, 361 Advent 362, 581, 579 Adventura 079 Aftron 364 Aiko 040 Aiwa 512, 692 Akai 397, 076, 231, 067, 509, 576, 446, 660, 663, 376, 664, 360, 513 Alaron 007, 483 Albatron 302, 541 Ambassador 274 America Action 035 Ampro 523 Anam 035 Anam National 468 AOC 231, 645, 377 Aomni 650 Apex Digital 364, 561, 565, 017, 099 Archer 302 Astar 384, 581 Aurora Systems 532 Aventura 053 Belcor 001 Bell & Howell 313, 462 BenQ 376, 598 Bradford 035 Brillian 566, 582, 583 Brockwood 001 Broksonic 280, 361 Bush 276 Byd:sign 596 Cadia 588 Candle 231, 079, 001, 106 Canon 132, 617 Carnivale 231 Carver 109, 292 Casio 506, 575 CCE 483, 354 Celebrity 061 Celera 099 Changhong 099 Cinego 702 Citizen 076, 231, 040, 079, 001, 106, 235, 503, 656, 657, 658, 655 Clarion 035 Classic 701 Coby 707, 384 Commercial Solutions 233 Compaq 522 Concerto 001 Contec 035 Craig 035 Crosley 109 Crown 035 Curtis Mathes 109, 313, 655, 475, 076, 513, 231, 089, 166, 462, 001, 319, 192, 233, 608 CXC 035 CyberHome 527 Cytron 383, 705 Daewoo 040, 001, 055, 470, 474, 085, 509, 655 Daytron 001 Dell 585, 109, 001, 621 Delta 614 Denon 089, 502 Denstar 035 Diamond Vision 682, 703 Digistar 451 Digital Lifestyles 673, 684 Digital Projection Inc. 629, 668, 167 Dream Vision 595 Dumont 463 Durabrand 361, 035, 001, 053 Dwin 475, 020, 192 Dynatech 049 Dynex 361, 457 Eiki 132 Electroband 061 Electrograph 363, 650 Electrohome 361, 446, 641, 360, 658, 060, 061 Element 381 Emprex 626, 638, 673 Envision 231, 534, 377 Epson 572, 592 Erae 578 ESA 513, 053, 454 Fisher 313, 159 Fujitsu 007, 106, 510, 547, 382 Funai 035, 053, 007, 689, 454, 586 Futuretech 035 Gateway 363, 001, 376 Gibralter 463, 231, 001 Go Video 563, 581, 446 GoldStar 231, 011, 001, 464 Goodmans 494 Gradiente 496 Grundig 510 Grunpy 035, 007 H & B 613 Haier 569, 001, 364, 567 Hallmark 001 Hanns.G 677 Hannspree 609, 669, 677 Harley Davidson 466, 007, 689 Harman/Kardon 109, 471 Harvard 035, 305 Havermy 475 Helios 551 Hello Kitty 655 Hewlett Packard 631, 633, 570, 377, 571 Hisense 364, 442 Hyundai 545, 375, 593 I-Inc 670 iLo 370, 398, 053, 661 Infinity 109 InFocus 519, 520, 521, 526 Initial 392, 398 Insignia 053, 457, 361, 374, 383, 634, 454, 446 Inteq 463 IX 559 Janeil 079 JBL 109 JCB 061 Jensen 362, 004, 581, 579 JVC 467, 008, 056, 480, 518, 610, 580 Kamp 483 Kawasho 483, 490 Kaypani 052 KDS 381 KEC 035 Kenwood 231, 001 KLH 099 Kloss 024, 079, 471 Knoll Systems 526 Konka 035, 355, 508, 236, 446, 695 Kost 584, 581 Kreisen 558, 581 KTV 035, 231, 483 Lloyd's 689 Loewe 477 Logik 462 Luce 540, 568 Luxman 001 LXI 233, 109, 313, 099 Magnin 691 Majestic 015, 462 Onwa 035 Optimus 313, 166, 128, 689 Optoma 564, 609, 659 Optonica 475, 049 Orion 280, 361, 007, 690, 367 Penney 233, 099, 076, 001, 231, 116, 691, 192, 309, 478, 135, 110, 464, 333, 082 Petters 381 Philco 109, 231, 001, 021, 105, 096, 302 Pilot 231, 001 Pioneer 166, 679, 066, 465, 268, 618 Planar 632 Polaroid 709, 099, 700, 676, 675, 674, 672, 451, 637, 381, 446, 109, 602, 376, 383, 599, 581 Portland 040, 001 Prima 362, 581, 579, 589, 457, 109 Princeton 302, 515 Prism 116 Proscan 001, 608, 319, 192, 233 Proton 001, 302, 320, 052, 319 Protron 379, 601 Proview 381 Pulsar 463, 001 Puneet 638 Pvision 578 Quasar 468, 049, 128, 219, 116 RadioShack 233, 313, 035, 001, 231, 049 Realistic 313, 035, 231, 049, 464, 001 RevolutionHD 650 Rhapsody 483 Runco 463, 231, 167, 109 Sampo 231, 464, 052, 100, 110, 363 Sansui 361, 623, 689, 367, 360 Sanyo 313, 472, 146, 159, 103, 484, 132, 529, 530, 691 Sceptre 560, 017, 611, 646 Scimitsu 001 Scotch 001 Scott 280, 035, 001, 007, 309, 666 Seleco 089, 595 Sharp 475, 048, 049, 495, 647, 398, 501, 546 Sharper Image 696 Sheng Chia 475 Sherwood 619 Shogun 001 Signature 462 Signet 531, 542, 584 SIM2 Multimedia 595 Simpson 106, 187 Skyworth 681 Solarism 577 Sole 534, 568, 613, 615, 636, 650, 581 Soundesign 035, 001, 007, 106 Sova 379, 698 Soyo 638, 670, 319, 685, 686, 687, 446 Spectricon 302, 137 Spectroniq 381 Squareview 053 SSS 035, 001 Starlite 035 Studio Experience 541 SunBrite 625, 627 Superscan 475, 550 Supre-Macy 079 Supreme 061 SVA 504, 364, 551, 553, 554, 555 Sylvania 688, 109, 231, 586, 021, 105, 469, 096, 581, 053, 454 Symphonic 035, 053, 689 Syntax 573, 001, 648 Tandy 475, 485 Tashiko 588 Tatung 302, 049, 468, 571, 370, 590, 591, 612, 076, 376 Technics 128, 116 Technol Ace 007 Techview 544, 706 Techwood 116, 302, 001 Teknika 109, 035, 579, 076, 040, 462, 001, 482, 007, 106, 312 Telefunken 513, 001, 476 Telemagic 132 Tera 320 Thomas 689 Thomson 476, 484, 507 TMK 001, 274 TNCi 463 TruTech 667, 710 TVS 361 Ultra 000, 601 Universal 333 US Logic 370 Vector Research 231 Venturer 001 VEOS 566 Victor 467 Video Concepts 067 Vidikron 109, 487, 618, 652 Vidtech 001, 008 Viewsonic 363, 109, 517, 525, 528, 365, 550, 380, 603, 605, 643, 651 Viking 079, 312 Viore 576, 661, 011 Visart 604 Wards 109, 231, 462, 021, 082, 333, 105, 029, 001, 096 Waycon 099 Westinghouse 655, 380, 373, 565, 587, 061 White Westinghouse 361, 655 WinBook 370, 076 Wyse 377 Xoceco 589 Yamaha 231, 001, 528, 622 Zonda 302   To learn more about the Xfinity Large Button Remote see here: https://www.xfinity.com/support/articles/large-button-remotes ... 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Question: How to clear your Internet browser history?     Solution: ***Created by our Community Experts***     Firefox: Click ‘History’ from browser menu Click ‘Clear Recent History’ Set ‘Time range to clear’ as `Everything` Check Cookies & Cache Click ‘Clear Now’ button Load the app and login   Safari: Click ‘History’ from browser menu Click ‘Clear History’ Select ‘All History’ Click ‘Clear History’ button   Internet Explorer: Go to Settings Click ‘Internet Options’ On the ‘General’ tab, click ‘Delete’ button Check - Temporary Internet Files and website Files, Cookies & Website data, Form data Click “Delete” button Click ‘Apply’ and then ‘OK’ button   Edge: Click on the three dots (on the top right) Click on Settings   Chrome: Type chrome://settings into the Address Bar and press Enter.  Scroll down to Advanced and click the drop down arrow beside it. Scroll to the bottom on the Privacy and Security section to Clear Browsing Data and click the arrow on the right. Select which items you want to clear, then click Clear Data. ... View more

Xfinity is your home for the most live sports, giving you access to the sports you love when and where you want. As an Xfinity TV customer, you can enjoy more sports your way - live in HD on your TV, streaming online and even through Xfinity On Demand! It's important to remember, however, that sometimes sports can be subject to  blackout restrictions. A blackout is when sports teams and leagues (or schools and conferences) prohibit certain games from being seen on certain channels due to ticket sales or games being carried on other channels.   Learn more about  finding your favorite sports games and teams  on Xfinity TV.     National Football League (NFL) Preseason While select preseason games might appear exclusively on the national networks (CBS, FOX, NBC and ESPN), most preseason games are televised live only on local broadcast stations or regional cable networks. NFL Network (available in the Xfinity Digital Preferred and Sports Entertainment Packages) carries every pre-season game on either a live or delayed basis. On occasion, Xfinity may be required by the NFL or a local team to black out the NFL Network's feed or a pre-season game because a local broadcast station is airing the same game. In this case, you may just need to  change the channel  to find the game you're looking for. Regular Season The local stations upon which regular season games appear are decided by the NFL. Typically, games where the road team is from the National Football Conference (NFC) are shown on FOX, while games where the road team is from the American Football Conference (AFC) are shown on CBS. Normally, the local team is shown on the home team's local FOX or CBS affiliate station whether they're playing at home or away. A local NFL team can also enforce a blackout of its home games under the NFL's blackout policy if the game is not sold out. This generally occurs in very few markets. In addition, six teams play stand-alone, nationally-televised prime time games on Thursdays (CBS and/or NFL Network), Sundays (NBC) and Mondays (ESPN). The Monday and Thursday night games shown on ESPN and the NFL Network are also shown on a local station in the home markets of the participating teams. During the first half of the regular season, Thursday night NFL Network games are also shown live on CBS Xfinity offers  NFL RedZone  in our Sports Entertainment Package. This channel appears only on Sundays during the regular season, and it provides live "look-ins" of all games and extensive highlights so you can see all the big plays, no matter where you are. Postseason All NFL Playoff games are televised nationally, and early-round playoff games are subject to the NFL's blackout policy if a game is not sold out.     Major League Baseball (MLB ) Preseason Few Spring Training games are televised locally or nationally. In the event that the same pre-season game is televised nationally and locally, the national network is blacked out because the game is shown on another channel in the local market. Regular Season Over the course of the MLB's season, nationally-televised games may appear on FOX, ESPN, FS1, FS2, TBS and the MLB Network. Local blackouts of national networks are common because virtually all games are televised in each team's local market either on a local broadcast station or regional cable network. These local/regional airings are never blacked out. This means you will rarely miss your home team games. You may just need to  change the channel  to find the game you're looking for. For an additional fee, you can purchase the  MLB EXTRA INNINGS  pay per view (PPV) package, a collection of most of the televised games from other markets. The only games in the MLB EXTRA INNINGS package that are subject to blackout are those also carried by your local station/regional cable network. Postseason All MLB Playoff games are televised nationally, and they are not subject to any blackouts. The schedule is sometimes not determined until the last minute, as one day's television schedule sometimes depends on the outcome of the previous day's game(s).     National Basketball Association (NBA) Preseason Very few preseason games are televised locally or nationally, and none are subject to blackouts. Regular Season Over the course of the NBA's season, nationally-televised games may appear on ABC, ESPN, TNT and NBA TV. All games on ABC will not be shown on any other local broadcast station or regional cable network and are not subject to blackouts. Only some games shown on ESPN and TNT are exclusive to those networks, while others are subject to blackouts because they will be shown on a local station or regional network instead. In addition, all games on NBA TV are subject to blackouts.  Note:  Local and regional airings are rarely blacked out. Usually, you may just need to  change the channel  to find the game you're looking for. For an additional fee, customers can purchase the  NBA LEAGUE PASS  pay per view (PPV) package, a collection of most of the televised games from other markets. The only games in the NBA LEAGUE PASS package that are subject to blackout are those also carried on a local station or regional cable network. Postseason The NBA Playoffs consists of four rounds of games. Games during the first two rounds may be televised locally, regionally or nationally. During these first two rounds, games televised nationally may be blacked out on the national network and shown on a local station or regional network. Games during the third round are shown exclusively on ESPN or TNT, and the NBA Finals are shown exclusively on ABC. Games in the final two rounds are not subject to any blackouts. The schedule is sometimes not determined until the last minute, as one day's schedule sometimes depends on the outcome of the previous day's game(s).     National Hockey League (NHL) Preseason Very few preseason games are televised locally or nationally, and none are subject to blackouts. Regular Season Over the course of the NHL's season, nationally-televised games may appear on NBC, NBC Sports Network (NBCSN) or NHL Network. No games on NBC are subject to blackouts, and they will not be shown on any other local broadcast station or regional cable network. However, only some games on NBCSN are exclusive, which means that others are subject to blackouts when shown on local stations or regional networks. In addition, all games on NHL Network are similarly subject to blackouts.  Note:   These local/regional airings are never blacked out. You'll just need to  change the channel  to find the game you're looking for. For an additional fee, customers can purchase the  NHL Center Ice  pay per view (PPV) package, a collection of most of the televised games from other markets. The only games in the NHL Center Ice package that are subject to blackout are those also carried on a local station/regional cable network. Postseason The NHL Stanley Cup Playoffs consists of four rounds of games. Games during the first round may be televised locally, regionally or nationally. National television coverage includes the same networks as the regular season with the addition of CNBC, NBCU and USA. During this opening round, games televised nationally may be blacked out on the national network when they are aired by a local station or regional network. Games during the second, third and final rounds are shown exclusively on NBC, NBCSN and CNBC and are not subject to any blackouts. The schedule is sometimes not determined until the last minute, as one day's schedule sometimes depends on the outcome of the previous day's game(s).     College Sports In recent years, specific schools and college conferences have established their own networks (e.g., Pac 12 Networks, Big 10 Network (BTN) and most recently, the Southeastern Conference's SEC Network). The University of Texas and the University of Notre Dame also have established their own unique television presence on the Longhorn Network and NBC/NBCSN, respectively. The three conference networks experience a logjam of football games on certain Saturdays, and may require an  overflow channel  in order to accommodate simultaneous live games.     More About Finding Your Favorite Sports Games & Teams Overflow Channels   - In many larger markets, the number of games being played at the same time frequently exceeds the number of available channels/networks. When this occurs, the second (or third) simultaneous game will be televised on a part-time, extra channel. To find out what channel a particular game is going to be on or when and where to catch coverage of your favorite team, we recommend that you check the local listings on your on-screen guide or visit team, league, school and conference websites for the most up-to-date information (weather and post-season scheduling can change frequently). Get more information on   accessing sporting events online. ... View more

***Created by our Community Users***   Issue:   Cannot Log Into Xfinity Mobile--Primary User Issue  I recently signed up for Xfinity Mobile after already being an Comcast TV and Internet customer. I have not been able to log into my Mobile account since even before signing up (had to sign up over the phone). I kept being told "Are you the primary user? Only primary users can accesss...." No one at Mobile could help me with this issue; they were clueless.   Solution:   The issue ended up being that I had two Comcast users/accounts associated with my TV and Internet account. I've moved a couple times, so they must have created a new username when I moved. In any event, when I logged into my TV and Internet account, I went to "manage users." It only had one listed, and it was called "Unrestricted Secondary." No primary was listed. So, I must have been paying/viewing my bills as a secondary user all these years. I called the COMCAST REP--not the Mobile rep--and asked them to update my account to make sure the right user was the primary user. This took them 5 seconds, and I was instantly able to log into my Mobile account. So, if you receive a "primary user" error when logging into Mobile, contact the Comcast reps here by replying to that thread and ask to confirm the proper primary user is listed.  ... View more

Pair and Install a Camera with Xfinity Home Learn how to use your Xfinity Home touchscreen to connect and install a Camera in your Xfinity Home system. Did You Know?   The Xfinity Home app includes an easy-to-use wizard that will walk you through   pairing and installing an Xfinity Home Camera. What You'll Need Xfinity Home The complete kit for the Camera you want to install Access to your security router or gateway device Access to your touchscreen Your Master Keypad Code Difficulty Medium     Pairing and Installing a Camera The Xfinity Home touchscreen provides guided steps to help you pair and install a Camera. The process involves five main steps: Identify Your Camera Prepare and Test Your System Assemble and Connect Your Camera Pair Your Camera Install Your Camera Did You Know?   You can only pair one Camera at a time. You'll need to repeat this process for each Camera you want to pair. Identify Your Camera The new Xfinity Camera can only be paired using the Xfinity Home app. Take a look at the back of your Camera and the power adapter. If they look like the picture below, use   these instructions to pair the Camera. For all other Cameras, go to the next step. Prepare and Test Your System Make sure your router and touchscreen are both connected to your in-home network. If you've lost network connectivity, see how to   reset your touchscreen. What does your touchscreen look like? If your   Home   screen looks like the one below, tap the   gear icon, then tap   Devices. Continue with step 3.   If not, tap the   Settings   icon and continue with step 3.   Enter your Master Keypad Code. On the   Categories   screen, tap   Home Devices. On the   Home Devices   screen, tap   Cameras. On the   Cameras   screen, tap   Add a Camera. If this is the first time you're adding a Camera, tap   Next   to run a network test. Tap   Skip   to continue without running the test.   When the network test is finished, tap   Next.   On the   Hardware Setup   screen,   do not   tap   Next. It's time to   assemble your Camera. Assemble and Connect Your Camera Assemble and Connect Your Xfinity Camera Review the Camera kit to make sure you have all the necessary parts.   Connect the Y-cable to the XW3 unit (WiFi/power adapter) and the yellow cable to your gateway device (port 2 on XB6 Gateways, port 4 on XB3 gateways) or the WNR 1000 security router (all ports are active). Plug the Ethernet cable attached to the Camera into the   CAMERA   port of the Y-cable. Plug the XW3 WiFi/power adapter into a power outlet that is not controlled by a light switch. Wait for the Camera to power up, which can take up to three minutes. When the light on the front of the Camera is blinking blue, your Camera is ready for pairing. Assemble and Connect Other Camera Models Review the Camera kit to make sure you have all of the parts, including an optional antenna if your Camera comes with one.   If your Camera has a stand, attach it to the back of the Camera.   If your Camera has an antenna, attach it. If your kit has a splitter cable, attach one end of the Ethernet cable to the Camera, and attach the other end to the splitter cable labeled   Camera. If your kit does not have a splitter cable, attach one end of the Ethernet cable to the Camera.   If your kit has a splitter cable, connect the splitter cable to an available port on the back of your WNR 1000 security router (all ports are active) or gateway device (port 4). Connect the splitter cable's power adapter to the Camera's black power cable. If your kit does not have a splitter cable, connect the other end of the Ethernet cable to an available port on the back of your WNR 1000 security router or gateway device. Connect the Camera's black power cable to the power port on the back of the Camera.   Plug the Camera's power adapter into a power outlet that is not controlled by a light switch. Wait for the Camera to power up, which can take up to three minutes. When the lights on the front of the Camera stop blinking and remain solid, your Camera is   ready for pairing.   Pair Your Camera Once you've assembled and connected your Camera and the light on the front of the Camera is blinking blue, you can return to your touchscreen, and pick up where you left off in the   Prepare and Test Your System   section. If you haven't prepared your system yet,   go back to that step, and do so now. On the   Hardware Setup   screen, tap   Next.   When the system locates the Camera, tap   Accept.   The system pairs the Camera and checks for firmware updates, which can take up to 20 minutes. Having Problems?   If your Camera won't pair with your touchscreen, see   Camera troubleshooting steps. When the system has finished pairing the Camera, tap   Next.   On the   Edit New Camera   screen, name the Camera's intended location, such as "Front Door Camera." If you have a Sercomm RC8021 Camera, you can   change the video quality. Tap   Next. Congratulations! You've paired your Camera. Now it's time to   install it.   Install Your Camera Plug in your Xfinity Camera to its Power Supply Disconnect your Camera from the router or gateway device. Unplug the Y-cable from the Ethernet cable, the security router or gateway device, and the power cord. The Y-cable isn't used during normal Camera operation, but keep the cable in case you ever need to reset and re-pair the Camera. Connect the Camera Ethernet cable to the LAN port of the XW3 unit (WiFi/power adapter). Plug in Other Camera Models If your Camera has a splitter cable: Disconnect your Camera from the router or gateway device. Disconnect the splitter cable from the Ethernet cable, the security router or gateway device, and the black power cord. The splitter cable isn't used during normal Camera operation, but keep the cable in case you ever need to reset and re-pair the Camera.   If you're installing the Camera outdoors, remove the Ethernet cable from the Camera, slide the weather seal over the end of the cable, and reattach the cable to the Camera. Slide the weather seal down so it's tight against the Camera back.   One end of the Ethernet cable should still be connected to the Camera. Connect the other end of the Ethernet cable to the black adapter cable. Then, connect the adapter cable to the Camera power cord.   If your Camera doesn't have a splitter cable: Disconnect your Camera from the router or gateway device. If you're installing the Camera outdoors, remove the power cord from the Camera and connect it to one end of the power cable extender. Slide the weather seal over the other end of the extender and attach the extender to the Camera. Slide the weather seal down so it's tight against the Camera back. Remove the Ethernet cable from the Camera and the security router or gateway device. Take the Camera to the location where you want to install it. Plug the power cord into a power outlet that is not controlled by a light switch.   Wait for the Camera to power up, which can take up to three minutes. When the light(s) on the front of the Camera stop blinking and remain solid, return to the touchscreen. On the   Camera Wi-Fi Connection Test   screen, tap   Verify Camera.   When the system has located the Camera, tap   Next.   Verify that the image from the Camera appears on the touchscreen.   Place the Camera on a flat surface or mount it to a wall using the provided screws and anchors. If you're mounting your Camera outside,   learn about some useful tips. After placing or mounting the Camera, adjust its angle to your desired view. When you're finished, tap   Next   on the   Adjust Camera   screen. Congratulations! You have successfully paired and installed your Camera. You can now view live video from the Camera from the   touchscreen. Did You Know? 24/7 Video Recording continuously records video and bookmarks video clips when your Camera detects motion. Visit   Xfinity 24/7 Video Recording   to learn more.   Additional Resources https://www.xfinity.com/support/articles/secure-pairing-installing-camera ... View more

This article guides you through the steps to self-install and activate your Internet equipment. It covers both Xfinity Gateways and third-party modems or routers. If you are replacing a device already installed in your home, be sure to disconnect that device before continuing. Ways to Activate Your Internet Equipment All Self-Install Kits include installation and activation information. You can find this in your Xfinity folder. Activate Your Equipment Using the xFi App Activate Your Equipment Online Activating a Different Gateway or Third-Party Modem/Router       Activate Your Equipment Using an App If you’re activating Xfinity xFi Pods or an  Xfinity xFi Gateway  (with the exception of the xFi Fiber Gateway, Arris X5001), you can use the Xfinity xFi app for easy activation. After setup, you can use the app for management of your home network. To determine the type of Gateway you have, check the make and model information located on the bottom of your device. You can also sign in to My Account and select  Devices . Download the Xfinity xFi app for free from   Google Play   or the   App Store. Sign in using your Xfinity ID and password. If you don’t have one, you can create one from the sign-in page. Once you are signed in, follow the on-screen prompts for easy activation. If you are activating xFi Pods, go to   More > Xfinity Device > xFi Pods. If you are activating an xFi Gateway and aren’t automatically prompted to activate, go to   More > Xfinity Device   and choose either   xFi Gateway   or   xFi Pods.     Activate Your Equipment Online If you’re activating Xfinity Internet, Voice or any TV services other than X1, you can easily activate your equipment online. Connect your Internet, Voice and/or TV equipment and turn it on. Go online to   xfinity.com/activate   for easy step-by-step activation instructions. If you’re activating your Xfinity Mobile device, go to   xfinitymobile.com/activate. For additional information, see  Self-Install Kit Installation Videos and Guides  or visit  xfinity.com/selfinstall .         Activating a Different Gateway or Third-Party Modem/Router To activate an Xfinity Gateway or third-party modem/router that is  approved for Xfinity service : Note:  These steps apply to both Xfinity equipment and approved third-party equipment. We recommend that you also consult your manufacturer’s installation guide for instructions. Place Your Gateway or Modem Find the cable outlet most centrally located in your home. Place your Gateway or modem in an open area away from exterior walls, metal surfaces, microwaves and windows (don't place it on the floor). Avoid cramped spaces and anything that can block the device signal. Connect Your Gateway Plug the power cord in to the back of your Gateway and then into an electrical outlet. Screw one end of the coaxial cable into the   Cable In/RF In   port on your Gateway or modem and the other end into the cable wall outlet. Make sure this connection is finger tight. If you subscribe to Xfinity Voice service, connect your telephone to the   Tel 1   connection on your Gateway or modem using a telephone cord. Wait for Your Gateway or Modem to be Ready Your Gateway or modem may take up to 10 minutes to be ready to activate. Make sure the lights appear as described below before moving on to the next step. Don't unplug your Gateway or modem during this process. If you have an Xfinity Gateway with multiple lights on the front, the   Power,   US/DS, and   Online   lights should remain solid for at least one minute and the   2.4 GHz   and   5 GHz   lights should start blinking. If you have an Xfinity Gateway with only one light on the top, it should remain solid white for at least a minute. If you have a third-party model, see the manufacturer instructions to see when your modem is ready to be activated. Establish a Temporary Internet Connection Next, you need to establish Internet connectivity either through WiFi or an Ethernet cable. Connect through WiFi (if your Gateway/modem supports a wireless connection) Look for the Network Name (SSID) and Password printed on the side, back or bottom of your Gateway or modem. The name may look like   Home-XXXX   or   XFSETUP-XXXX. Go to the WiFi settings on your WiFi-enabled device and select the Network Name from the list of available networks. Enter the password when prompted. If you're prompted to enter a PIN instead of a password, click the   Connect Using a Security Key   link to enter the password in the   Security Key   field. Connect through an Ethernet cable Plug the Ethernet cable into one of the open ports on your Gateway or modem until it clicks. Plug the other end into the Ethernet port of your computer. The Ethernet port will light up when successfully connected. Activate Your Gateway or Modem Once you've established a temporary Internet connection and if don't automatically see a welcome message to begin setup, open a web browser and go to   xfinity.com/activate. Follow the on-screen prompts to verify your Xfinity account and complete the activation process. Note:   When you've finished activation, your Gateway or modem may reboot, and it may take up to 10 minutes before you can connect to your home network. Connect to Your Home Network After activation, connect your devices to your WiFi name and password for your home network, if your Gateway or modem supports a wireless connection. If you replaced your Xfinity Gateway and kept the same settings during activation, your previously connected devices should automatically reconnect. Go to the   WiFi settings   on your WiFi-enabled devices. Once you see your WiFi name appear in a list of available networks, you can connect your devices to your home network. Select your home network WiFi name and connect with the password. If you changed this during activation, be sure to use the new one that you set up. Note:   Xfinity Gateways come with a built-in Xfinity WiFi home hotspot (xfinitywifi) that may take up to 24 hours to broadcast. To learn about the hotspot, see   questions about the Xfinity WiFi Home Hotspot.           Need More Help with Your Activation/Self-Installation? See videos, search FAQs and get troubleshooting support at   https://xfinity.com/selfinstall. Chat with us!   Monday - Friday (11:00 AM - 10:00 PM ET). See additional ways to   contact us. For help in Chinese, Korean, Vietnamese or Tagalog, please call 1-855-955-2212. Comcast Customer Service supports TTY/TTD. Call 711 for Customer Service if you are deaf, hard of hearing or have a hearing or speech disability. You can also visit  xfinity.com/ASL  for additional support. If you need further assistance, contact our  Accessibility Support Center .       Additional Resources: https://www.xfinity.com/support/articles/activate-internet-gateway-modem https://www.xfinity.com/support/articles/how-to-activate-your-self-install-devices https://youtu.be/5OPvo06dtq8 https://www.youtube.com/watch?v=y48beuF3IcQ https://youtu.be/ysMdTpGl0Ds ... View more

For an overview of the XFINITY xFi web portal ( xfinity.com/myxFi ) and app for mobile devices, see our  web portal and mobile app article . For tips on managing your home network, see  personalizing your home network with XFINITY xFi .   How To Troubleshoot Your Home WiFi Network with XFINITY xFi     xFi Gateway Restart If you are experiencing home WiFi connectivity issues, you can restart your Gateway from the   Overview   sections of the xFi web portal, mobile app and the xFi app on X1. In the xFi app on X1, select   Restart Gateway   from the main overview screen. On the web portal, scroll down to   Troubleshooting   and select   Restart. In the xFi mobile app, scroll down to   Connection Trouble   and select   Restart Gateway. You can also restart your Gateway from the   More   section of the xFi web portal and mobile app. Select   More > Help, then select   Restart   next to   Restart Your Gateway. It can take up to 10 minutes to restart your Gateway. During this time, you won't be able to use your home network, connect to the Internet or stream video on certain TV Boxes. If you have Xfinity Voice, you will not be able to make or receive calls, including emergency 911 calls, until your Gateway is back online. Troubleshoot a Device If you are having issues with one of the devices connected to your home network, select that device from the   Devices   section of the xFi web portal or mobile app. Scroll down on the device page and select   Troubleshoot Device. You can also troubleshoot a device by navigating to the   Network   section in the xFi web portal or mobile app. Scroll down to   Troubleshoot a Device   and select the device that is experiencing connection issues. Follow the prompts to determine what the issue may be and get tips on how to fix it. The tool will run several health and diagnostic checks to assess whether the connectivity of the device is strong enough to support the function you are trying to perform (surfing the web, streaming video, etc.). If the test reveals that there may be a problem with the connectivity of the device, you will be given relevant troubleshooting tips to improve the connection and signal. Note:   The   Troubleshoot a Device   option is not available if you have xFi Pods on your account     Learn more about Troubleshooting your Home WiFi Network with Xfinity xFi ... View more

This article provides details on the personalization and control features available with Xfinity xFi. For more information on the xFi web portal and app for mobile devices, see our   xFi portal and app overview article. For xFi troubleshooting tips, see   troubleshooting WiFi connectivity.     Devices In the   Devices   section, you can view all devices that are currently or were previously connected to your home network, as well as devices that have WiFi access currently paused.   Identifying Devices When a device first connects to your home network, the default name of the device, which is either the manufacturer-set name (i.e., hostname or MAC address) or the one you gave your device when you first set it up, will be displayed. Devices connected to the public Xfinity WiFi hotspot,   xfinitywifi, will not appear in your   Devices   list; hotspots are separate from your personal home network. If you do not recognize a device: Go to the   Devices   section. Select the device from the list, then select   Device Details   to see the manufacturer. If the device is connected to your home network, there should be a green dot indicating that it's online, which may also help with identifying what device it is. Access the hostname or MAC address in your device's settings. If the default name displayed is a long string of numbers and letters, it's likely the MAC address. For more information on recognizing devices or accessing the hostname or MAC address from your device settings, see our   xFi Frequently Asked Questions.   Personalizing and Organizing Devices You can personalize a device name for easier reference. Select the device to give it a nickname and choose an icon, then assign the device to a profile. If you have devices connected to your home network that still need to be personalized, you'll see that indicated at the top of the   Devices   section. Simply select   Personalize   to give the device a nickname and assign it to a profile.   Device Indicators A   green dot   indicates the device is currently connected to your home network.   A   pause symbol   indicates the device is currently paused and cannot access your home network.   A   crescent moon symbol   indicates the device is currently in Bedtime Mode and cannot access your home network.   A   grayed-out device   icon means the device is not currently connected to your home network.     Removing Devices You can remove a device that is not connected from the   Devices   section by selecting the name of the device either from the   Devices   section or from the profile where the device is assigned, then select   Device Details > Forget Device. This will remove the device from the   Devices section and unassign it from the profile it was associated with, if applicable. It will also permanently delete all historical network activity of this device. If the device reconnects to your home network, it will appear as a new device.   Pausing and Unpausing Devices Pausing a device blocks it from accessing the Internet when connected to your home network. In-progress activity might not stop immediately. Access to local network devices (like printers) and connections that use cellular data or other WiFi networks won't be paused. To pause an individual device, simply select the unpaused device and then select   Pause Device. You can either pause the device for a specific amount of time (for example, 30 minutes, one hour or two hours) or indefinitely until you choose to unpause the device. The   Pause   function only pauses WiFi access on your home network and does not impact access to using cellular data, a public Xfinity WiFi hotspot or other available WiFi networks. When attempting to access the Internet on a paused device, the user will see the device's default message that the site cannot be reached or that it is not connected to the Internet. To unpause a device (if the device is individually paused), select the paused device under   Paused   in the   Devices   section, then select   Unpause Device. If the device is assigned to a profile that is paused, select that profile, then select   Unpause All Devices. If the device is paused by Bedtime Mode, select the profile where the device is assigned, then select   Wake Up. This will unpause   all   devices assigned to the profile until the next scheduled bedtime. **Note**:   If you've previously set up a device block from your Gateway's Admin Tool (http://10.0.0.1), you should see the device listed with a pause icon in xFi indicating WiFi access over your home network is already paused. Once you Pause/Unpause a device or access Bedtime Mode or Port Forwarding through xFi, you will no longer be able to access similar features (block, scheduled block or port forwarding) through the Gateway's Admin Tool (http://10.0.0.1). People In the   People   section, you can organize all of your connected devices by the people who use them. Once you've created profiles, you'll be able to access additional features to manage your home network, including the ability to set Parental Controls.   Creating Profiles You can manage devices connected to your home network more efficiently by assigning them to a profile. Create a profile for an individual (e.g., John, Mom) or group (e.g., Kids), then assign their devices to that profile. You can create profiles from the   People   section by selecting   Create Profile, or during the process of naming a device in the   Devices   section. After you create a profile, it will appear in the   People   section. For all the devices assigned to that profile, you can view how active they are on your home network, see which devices are online, instantly pause WiFi access, set a bedtime, and enable Parental Controls. For your convenience, in addition to the custom profiles you can create, we've created two profiles to help you get started: Household profile:   This profile is intended for smart home devices used by all family members (e.g., Smart TV, thermostat, security system and door locks). Guest profile:   This profile is intended for visitors' devices that you'd like to keep track of. These profiles will only appear in the   People   section if a device is assigned to them and cannot be deleted.   Pause All Devices You can block a profile or group of devices from accessing the Internet when connected to your home network by selecting   Pause All. You can either pause the devices for a specific amount of time (for example, 30 minutes, one hour or two hours) or indefinitely until you choose to unpause the devices. Once a profile is paused, any new device assigned to that profile will be paused. Please note that any in-progress activity might not stop immediately.   Learn more about pausing a device.   Active Time Alerts An Active Time Alert provides awareness of how long a profile is active on your home network, to help your family promote healthy Internet usage habits. When enabled, the   Xfinity primary user will be notified when a profile’s devices have been active on the home network for the amount of time you specify. When the active time limit is close to being reached, you will receive a text message, email and/or push notification, depending on your xFi notification preferences. You can then decide if you want to take action and pause the profile’s WiFi access using your home network. The profile will not be automatically paused once the time limit is reached. To set up an Active Time Alert, visit the profile you'd like to set an alert for, select   Edit   next to   Active Time Alert, then choose   Weekdays   or   Weekends   and adjust the bar to set the active time limit. This will be the daily limit for the profile, starting at 12 am each day. Be sure you have Network Activity notifications turned on to receive these alerts.   Learn about notification preferences. Activities such as streaming music or videos, surfing, shopping, gaming and downloading books, pictures and videos, count towards "active time." Applications that you may not be actively using, but are running in the background (for example, an app downloading an update) may count towards active time. Access using cellular data, a public Xfinity WiFi hotspot, or other available WiFi networks will not count toward active time. For more information on what counts towards active time see our   xFi Frequently Asked Questions.   Bedtime Mode Bedtime Mode allows you to automatically pause WiFi access over your home network during scheduled times for all devices assigned to a profile. For example, you can pause kids' WiFi access during dinnertime or bedtime. Different schedules can be set for school nights (Sunday - Thursday) and weekends (Friday - Saturday). To set Bedtime Mode, select a profile, then select   Edit   next to   Bedtime Mode. Select the desired nights for Bedtime Mode and the   sleep   and   wake   times for all devices that are assigned to that profile. All devices assigned to that profile will then be paused during the sleep times selected. If you have a single device you'd like to set Bedtime Mode for, first assign it to a profile. Once assigned, select that Profile, and then   Edit   next to   Bedtime Mode. If any device assigned to that profile attempts to access a website, app or service outside a web browser (e.g., mobile email app) during a scheduled Bedtime Mode, the user will see the device’s default message that the website cannot be reached or that it is not connected to the Internet. Note:   If you've previously set up a scheduled block for a device(s) from your Gateway's Admin Tool (http://10.0.0.1), you should be alerted when you attempt to set up Bedtime Mode that your prior settings will be cleared. Once you access Bedtime Mode, Pause/Unpause a device or access Port Forwarding through xFi, you will no longer be able to access similar features (scheduled block, block or port forwarding) through the Gateway's Admin Tool (http://10.0.0.1).   Parental Controls Parental Controls help reduce the risk of children accessing content that is generally deemed inappropriate. To set Parental Controls, you'll need to first create a Profile and assign your child's devices to it. Once created, select that profile, then select   Edit   next to   Parental Controls. Next, select   On   to only allow access to content deemed appropriate for all ages. If you have a single device you'd like to set controls for, first assign it to a profile. Once assigned, select that Profile, then select   Edit   next to   Parental Controls   and choose   On. Content should be blocked fairly quickly once parental controls are enabled; however, content that was already accessed on a device may be cached and, therefore, may still be accessible on that device for up to 24 hours. Parental Controls only restrict access for devices connected to your personal home network. The following third-party settings are applied to profiles that have xFi Parental Controls enabled: Google SafeSearch:   On Bing SafeSearch:   Strict YouTube Restricted Mode:   On When Parental Controls are turned on, these services' protective settings help limit exposure to potentially explicit content for the associated websites as well as the Google and YouTube apps. If a device assigned to that profile attempts to access a website or app known to host inappropriate content for that level, a block page will be displayed. In the case of secure websites or mobile applications, the block page may not be displayed, but access is still prevented. Learn more about what criteria the Parental Controls feature for xFi uses to determine if content is appropriate to access     Home Network Activity In addition to viewing aggregate network activity for all profiles and devices on your home network in the   Overview   section, you can view activity for individual devices and profiles. Simply select a device or profile to view network activity over the past 24 hours and the past 30 days. For additional information about personalizing your home network with Xfinity xFi see here: https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi ... View more

Using the Self-Service feature on non-Xfinity X1 TV Boxes, you can find easy-to-use instructions on how to program an Xfinity remote to devices like TV Boxes, DVD players or audio equipment. Access the Self Help Screen To access the Self Help screen: Press the   Menu   button on your remote control. Use the arrow keys on the remote to highlight   iTV   on the Main Menu screen. Press the   OK   button. Highlight   Self Help   and press   OK.     Program Your Remote From the   Self Help   screen, scroll down to   Set Up Remote   using the arrow keys on your remote.  Press   OK. Choose the correct remote model and press   OK.   Choose the type of device that you would like to control with your remote:   TV,   DVD Player, etc.   Select the brand of your device.   Follow the step-by-step instructions to program your remote.       Additional Resources:  https://www.xfinity.com/support/articles/self-service-set-top-box-program-non-x1-remote https://www.xfinity.com/support/remotes ... View more

Your Xfinity remote can be programmed to control your TV and AV receiver, such as a sound bar or another audio device. If you have Xfinity X1 service, you must first pair the remote with your TV Box, which allows you to control the device even when it's out of sight. Use the resources below to find programming codes online, on X1 and within the Xfinity My Account app for setting up, syncing and pairing your remote. Tip:  The model can be found on the back of the remote or beneath the battery compartment (Examples: XR-11, XR-15).   Program Your Xfinity X1 Remote To Your Xfinity X1 TV Box If you have Xfinity X1 service and the X1 Voice Remote, simply press the microphone button, and say, "Program remote." If you don't have a Voice Remote, follow these steps: Press the   A   button on your remote control. Select   Remote Setup. Follow the on-screen instructions. If you don’t have X1, you can  learn how to program your remote from your non-X1 TV Box . Program Your Xfinity X1 Remote for TV and Audio Control Using Our Online Code Lookup Tool Visit the online  Remote Code Lookup tool  and select the Xfinity remote that you currently have before clicking  Continue . Then, follow the programming instructions provided. If you can't find your code, please try the following: Open the Xfinity My Account app from your Apple or Android mobile device. Tap the   TV   icon, your relevant TV Box, and then   Setup a remote. Swipe to find the remote control model that you need to program, and tap   Continue. Select   TV   or   Audio/Other, and follow the programming instructions.     To Pair an Xfinity Remote (Without a Setup Button) **Note**:  These instructions apply to the XR15 Voice Remote. Make sure the remote batteries are installed and your TV and TV Box are powered on. Set the TV input to the input connected to the Xfinity X1 TV Box. Press and hold the   xfinity   and   Info   buttons for 5 seconds. Wait for the remote light to change from red to green. Follow the instructions by entering the three-digit, on-screen pairing code.   Once the on-screen pairing code is correctly entered, your remote is paired with the TV Box. Once your remote is paired, follow the on-screen instructions to set up power, volume and input control for your TV. **Note**:   While the TV is on, you can also press and hold the   xfinity   and   Mute   buttons on the remote for five seconds until the remote light at the top changes from red to green, then follow the on-screen instructions to pair the remote to control your TV.   To Pair an Xfinity Remote (With a Setup Button) **Note**:  These instructions apply to the following remote models: XR11 (Voice Remote), XR5 and XR2. Make sure the remote batteries are installed and your TV and TV Box are powered on. Set the TV input to the input connected to the Xfinity X1 TV Box. Press the   Setup   button on your remote until the LED at the top changes from red to green. Press the   xfinity   button on the remote. The LED will begin flashing green. (Note:   When pairing an XR2 or XR5 remote to a DTA, you may need to press the   xfinity   button up to five times). Follow the instructions by entering the three-digit, on-screen pairing code.   Once the on-screen pairing code is correctly entered, your remote is paired with the TV Box. **Note**:  If you do not see on-screen pairing instructions after pressing the  xfinity  button in step four, press the  xfinity  button again. You may need to press the  xfinity  button multiple times if there is more than one TV Box in range.     Pair the XR15 Remote to a TV To use your XR15 remote to control your TV (including power, volume and input), follow these steps: While the TV is on, press and hold the   xfinity   and   Mute   buttons on the remote for five seconds until the remote light at the top changes from red to green. Enter the first five-digit code listed for the TV manufacturer. As the code is entered, the remote light will blink on each digit entered. **Note**:   After the code is entered, the remote light blinks to indicate if the code is valid (Two green blinks = valid code; Red blink + green blink = invalid code). Aim the remote at the TV, and press the   Power   button. If the TV turns off, turn the TV back on and verify that the   Volume   and   Mute   buttons work. If the TV does not turn off, repeat the procedure with the next TV manufacturer device code. **Note**:   If none of the device codes operate the TV, find a code that works for your TV.     Remove TV or Audio Control from Your Remote You can re-program/reset your XFINITY remote to control another TV or audio device by following the steps below. Note: These instructions apply to XR2, XR5 and XR11 model remotes only.  XFINITY remotes can be identified by a model number beginning with "XR" on the back of the remote. Remove TV and Audio Receiver Control Press the   Setup   button on the remote until the LED at the top of the remote changes from red to green. Press   9-8-6. The LED at the top of the remote will blink green twice to indicate that the remote has been reset.     Frequently Asked Questions How do I use voice control? Press and hold the   Microphone   (Mic) button while speaking a command into the microphone located at the top of the Voice Remote. Be sure to speak one to eight inches away from the microphone. Release the   Microphone   (Mic) button when you have finished the command. When is the microphone on? The microphone is only on while you are pressing and holding the   Microphone   (Mic) button on your Voice Remote. A flashing light on your Voice Remote and a microphone symbol on the TV connected to your X1 TV Box let you know that the microphone is on and listening for your voice commands. What voice commands can I use? The X1 Voice Remote supports natural language speech recognition, so you can search by keyword as well as by phrase. Use voice control to change channels, search for shows, get recommendations and more. Please see   these Voice Remote tips for an extended list of available voice commands. Here are some examples of voice commands: "Watch NBC" "Find kids movies" "Launch Sports app" "Show me what's on tonight at seven" "Turn on Closed Captioning" "Show me settings"   What happens to my voice commands after I speak them into the remote? After you speak into the Voice Remote, the voice commands are sent to Comcast and its contracted service provider for processing. Comcast and its provider use these voice commands to provide the voice control service (including for quality assurance, troubleshooting, and customer support), improve Comcast's products and services and improve their voice recognition algorithms. Why doesn't the Voice Remote recognize my voice commands? If your commands are not recognized, make sure you are speaking clearly and at a natural, conversational volume. Hold the remote one to eight inches away while giving a command and hold down the   Microphone   (Mic) button until you finish speaking. If you are still having trouble, consider whether or not there are other sources of noise near you that may be interfering with your voice commands. The battery levels in your remote could also have an impact on voice commands. To check your battery level, visit the   About   section of the   X1 Settings   menu. If your battery level is red or yellow, try changing your batteries. Why won't the Voice Remote work with my other Comcast TV Boxes? Once your Voice Remote is paired to a TV Box, it is uniquely paired and will not control other Comcast TV Boxes unless paired with another box. Note:   The voice recognition feature is not supported on RNG150N TV Boxes. What Comcast TV Boxes support the Voice Remote? The Voice Remote is supported by all X1 TV Box models (except the RNG150N). The Voice Remote must be paired with the appropriate model TV Box to enable the voice control functionality. Will my Voice Remote control my TV, audio receiver and sound bar? Yes, for most models. Visit   xfinity.com/remotes   to see if the remote supports your TV, audio receiver, or sound bar, and for instructions to set up your Voice Remote to control your TV and audio receiver or sound bar, if supported. How do I get the new Voice Remote? The X1 Voice Remote is now available to new and existing X1 customers by visiting a local   XFINITY Store or Comcast Service Center   to pick one up in person or   contact us   to have one shipped to you (additional fees may apply).   I received the following error on my TV: "XRE-09013 - Your Remoted is Not Paired", what do I do?  See the instructions above about pairing your remote with your TV box.    If you continue to experience issues, please  Contact Us  using the method that is most convenient for you - chat with us online or call us to speak with a Comcast representative.       For additional assistance pairing your Xfinity remote to your tv, Xfintiy television box, or audio control see the below articles.   Pairing your remote website: https://www.xfinity.com/support/remotes/ How to Pair your Xfinity Remote: https://www.xfinity.com/support/articles/programming-your-xfinity-remote Pair your remote to control your Xfinity X1 TV box: https://www.xfinity.com/support/articles/remote-program-the-xr2-or-xr5-to-aim-anywhere? Program your remote for your Non-X1 TV box: https://www.xfinity.com/support/articles/self-service-set-top-box-program-non-x1-remote Remove TV or Audio Control from your remote: https://www.xfinity.com/support/articles/x1-remote-make-the-remote-no-longer-control-the-tv ... View more

  Access the Netflix App on XFINITY X1 Access the Netflix App on Xfinity X1 You can use your voice and say "Netflix" with the X1 Voice Remote or you can go directly to the Netflix app by clicking on the  Netflix   tile found in the  X1 apps menu . Push the   xfinity button on your remote. Scroll to and click on   Apps. Highlight the   Netflix   tile and click   OK. If you do not see the  Netflix   tile within the  X1 Apps menu , you may not have a compatible X1 TV Box. To check the compatibility of your X1 TV Box for Netflix, please see the  requirements to use the Netflix app on X1 .   Sign in to the Netflix App on Xfinity X1 Access the Netflix app on X1.   Two options will appear,   Join Free for a Month   or   Sign in. Select   Sign in.   Enter your existing Netflix username and password.   After successful login, you will be able to start streaming Netflix content and you will remain logged in until you   sign out.   If you do not see the  Netflix   tile within the  X1 Apps menu , you may not have a compatible X1 TV Box. To check the compatibility of your X1 TV Box for Netflix, please see the  requirements to use the Netflix app on X1 (see below).     How to Sign Out of Netflix App on Xfinity X1 Trying to figure out how to sign out of the Netflix app on Xfinity X1? Please see the instructions below. Sign Out of Netflix on X1 Access the Netflix app on X1. Go to   Settings.   Click   Sign Out.   Confirm you would like to sign out of Netflix by clicking   Yes   when the "Are you sure that you want to sign out?" message displays.   After you have signed out successfully, you will have the option to sign back in as another user.     Unable to Sign in to the Netflix App on X1 If you have trouble with your Netflix username and password, or if you have any issues signing into the Netflix app on X1, please go to  Netflix.com/LoginHelp  for further assistance. If you have forgotten your Netflix password or login information, see steps for  accessing or changing your email address and resetting your password (see below) . If you are not able to see the Netflix app on your X1 TV Box, you may have an incompatible X1 TV Box or you may not have Xfinity Internet service. Please see  ways to determine if your X1 box is compatible with Netflix (see below)  or  contact us  for assistance.     How do I get my Netflix Password or Login Information? Find out how to get your Netflix password and login information. If you have forgotten your password, simply go to  Netflix.com/loginhelp  or go to the Netflix app on your Xfinity X1 TV Box and click  Forgot Your Password . An email will be sent to the email address you have on file with Netflix. If you have forgotten the email address associated with your Netflix account, you can access and update your email address from your Xfinity X1 TV Box. From the home screen on the Netflix app on your TV, press the   up arrow   on your remote until you get to the menu bar, then select   Settings. Your email address will appear. To update your email address, select   Change   email. If prompted, enter your account password, then select   Next. Enter a new email address, then select   Next. Select   Back to Settings. If you do not recall the email and password for your Netflix account and are billed by Netflix, simply go to  Netflix.com/loginhelp . If you do not recall your Netflix email and password and are billed by Comcast, please  Contact Us .     Determine if your Xfinity X1 TV Box works with our OTT Streaming Partner Apps If you don't see our Over the Top (OTT) Streaming Partner Apps (like Netflix or Youtube) on Xfinity X1, take the steps below to see if your TV Box is compatible. X1 TV Box Compatibility with OTT Apps To check if your TV Box is compatible with OTT Apps please follow these steps: Press the   xfinity   button on your remote control. Navigate to and click on   Apps   from the   X1 Apps   menu. Highlight the OTT App   icon   you are trying to access and press   OK. (Below is an example of the Netflix icon.)   If your box is incompatible with X1, instead of launching the App you will be prompted with an offer to exchange your X1 TV Box for one that is compatible. Follow the on screen instructions to order a compatible TV Box. If you do not see any OTT App icon (such as the Netflix or YouTube icon) in the   X1 Apps menu, then confirm that you have one of the following X1 TV Boxes: If you have one of the TV Boxes listed above please   contact us   to learn about your options for getting a compatible X1 TV Box. Frequently Asked Questions: How can I sign up for an Xfinity package with Netflix? Xfinity packages with Netflix are only available in select markets at this time. To check availability, please visit xfinity.com or  Contact Us . How do I know if my Xfinity package includes Netflix? If Netflix is included in your X1 package, it will be listed in the "Bundled Services" or the "Regular monthly charges" section of your bill and in  My Account . I signed up for an Xfinity package that includes Netflix. How do I activate my Netflix account? Launch the Netflix app on your X1 TV Box, then follow the prompts to either link your existing Netflix account to your Xfinity package or create a new Netflix account to be linked to your Xfinity package. Note:   If you link an existing Netflix account, your method of payment for that Netflix account will transition to Comcast and you will no longer be charged a separate fee by Netflix. How do I find the Netflix app on my X1 TV Box? You can either say "Netflix" into the X1 Voice Remote or you can go directly to the Netflix app by clicking on the  Netflix   tile found in the  X1 apps menu . Press the   xfinity   button on your remote. Scroll to and press   Apps. Highlight the   Netflix   tile and press   OK.   I signed up for an Xfinity package that includes Netflix but never accessed the Netflix app on my X1 TV Box. Can I still create a new Netflix account or transfer an existing one as part of my package? Yes; however, you must open the Netflix app on your X1 TV Box to activate the Netflix service included in your Xfinity package. If you do not open the app on your X1 TV Box, Netflix has no way of associating an account with your Xfinity package. If you have an existing Netflix account and sign up for an Xfinity package with Netflix service, you will continue to be charged separately for your Netflix account until you complete the activation process by using the Netflix app on your X1 TV Box. How do I change my Netflix plan? You can change your Netflix plan at any time by signing into  Netflix.com  and visiting the  Account   page, then selecting  Change Plan  to view and select available plans. Alternatively, if you have an existing Netflix Premium plan, you can upgrade to Netflix Premium when first activating Netflix through the X1 app. Otherwise, please  contact us  to have Netflix Premium added to your account. If you upgrade to the Premium 4S plan, the new price will be reflected on your Xfinity bill. What will happen to my Netflix account if I cancel my Xfinity service or change my Xfinity package? See our  Disconnecting or Downgrading Xfinity Service with Netflix  for more information. How do I cancel Netflix? If you wish to no longer have Netflix included in your Xfinity package, please  Contact Us . Please note that the Netflix cancellation will take effect immediately. If you have a previous, valid method of payment (credit or debit card, for example) on file with Netflix, Netflix will charge your previous method of payment. Please contact Netflix to cancel your Netflix account after changing your service package with Comcast. I accidentally linked the wrong Netflix account to my Xfinity package. What should I do? If you accidentally connect the wrong Netflix account to your Xfinity package, please sign out of the Netflix app on X1 and please  Contact Us . Additional Resources: https://www.xfinity.com/support/articles/netflix-package-faqs https://help.netflix.com/en/node/51791 https://www.xfinity.com/support/articles/downgrade-xfinity-service-impact-netflix-subscription https://www.xfinity.com/support/articles/netflix-charge-on-comcast-bill https://www.xfinity.com/support/articles/netflix-password-login https://www.xfinity.com/support/articles/what-happens-to-netflix-if-i-move https://www.xfinity.com/support/articles/netflix-x1-app-requirements ... View more

If you want to give other members of your household access to your master Xfinity account, you can create up to six distinct usernames online. By adding a user, you allow him or her access to manage your Xfinity services (billing, account information, etc.) and access your subscriptions such as X1 TV viewing. You can adjust individual permissions. Each account user must reside at the premises where the Xfinity services are provided.      Add or Invite a New User to Your Account Sign in to   My Account   as the primary user. Click or touch the   Users   tab at the top of the page. Underneath the current user portals, select the option to   Add a New User. Select the   Create credentials   option and click   Continue. Alternately, choose   Send email invitation   and follow the instructions below. Fill out the form with the new user's details, including their first and last name, a unique username and a password. Click or touch   Continue. **Note**:   Passwords must be 8-16 characters with no spaces and contain at least one letter and one number or special character. Keep billing permissions toggled to   Off   to grant basic account access. Toggle billing permissions to   On   to allow the new user access to view, manage and pay your bill. After making a selection, click   Continue. Set up a secret question and answer for username/password recovery purposes, and then click   Create Account. A confirmation message will appear, showing you the newly added user along with their username and newly created email address.     Invite a New User to Your Account via Email In addition to creating an account for the new user, you can add a new username via an email invitation, which will allow the user to create their own Xfinity account. Sign into   My Account   as the primary user. Click the   Users   tab at the top of the page. Underneath the list of current users, click   Add A New User. Select   Send email invitation   and click or touch   Continue. Fill out the form with the new user's details, including their first and last name and email address. Click or touch   Continue. Select one of the verification methods (either text message or service address ZIP code) and click   Continue. This will be used by the invited user to confirm their identity. To give the new user permission to view, manage or pay your bill, toggle billing permissions to   On   and click   Invite User. A confirmation message will appear, and the new user will receive an email invitation to create their account. Next, the new user will need to accept their invitation via text message or by entering the household's ZIP code. **Note**:   After entering their mobile phone number, the new user will have 15 minutes to enter the verification code that they received via text message. Once the invited user confirms their account by text or by entering their ZIP code, they will be prompted to set up their username, password and password recovery method. Once the forms are completed, the new user account will be created. **Note**:   If no action is taken within 72 hours of the invitation being sent, the primary user of the account must make a new invitation request.        How to Suspend or Remove a User - My Account Help Removing an Xfinity ID   permanently deletes a secondary user’s Xfinity ID, and all settings and preferences for this user will be erased. When you remove a secondary ID, you'll likely lose emails, voicemails, and other information associated with the ID. Be sure to print or save copies of anything you want to keep. If the ID is linked to more than one account, it will not be deleted, and will just lose access to the account it was removed from. Note:   If this ID has made scheduled payments, those will need to be cancelled prior to removing the ID. Only primary users can remove an Xfinity ID. Xfinity xFi users can also manage access through   xFi Parental Controls.     To Remove a Secondary ID Sign into   My Account   as the primary user. Click the   Users   tab.   Locate the user you wish to remove, then click   Edit   to the right of their name. Click   Remove   to permanently delete the ID from your account.   You'll be asked to confirm if you want to remove the user. To confirm removing the selected user, click   Remove User.     Additional Resources: Learn more about How to Add and Invite Users to Your Xfinity Subscriber Account Learn more about How to Suspend or Remove a Secondary User  ... View more

***Created by our Community Experts***   If you are eligible for a rewards card, check the status here:  https://www.xfinityrewardcenter.com/   Use your account number, it will show a time line that tells you how close you are to receiving your rebate.   If for some reason the on-line reward center indicates you are not eligible for a rebate, call   800-526-3268.     If you still get no joy, post a message in the   Customer Service forums   and an employee will help you.   Please keep in mind if you are qualified for a Visa gift card, you must:   Sign up for a qualifying plan Have all three services installed within 30 days of order date Accept the 24-month agreement Maintain minimum level of services with no outstanding balances for at least 90 days from service installation (No upgrading or downgrading services) Also, account must be in good payment standing   (NO LATE PAYMENTS)   Once these requirements are met, you are fully qualified for the gift card. Your Visa gift card will be processed within sixteen (16) weeks from your completed Triple Play installation. After it’s processed, it can take an additional eight (8) weeks to be mailed. You can expect to receive the card within 20-24 weeks of installation.   [Last update 11/11/15 by nerdburg]     FAQ   How can I check my promotional item status ? Click on Status Lookup along the top of   https://www.xfinityrewardcenter.com. You can then search by Billing Address and Phone Number or Account Number to view the status* of your item. *updated weekly.   How will my promotional item be delivered ? Visa® Prepaid Cards will mail first-class to your billing address, where you receive your Comcast bills.    Who can I contact if the required time has passed since installation and I continue to receive the "No Record Found" status ? Please note that it can take a few weeks after you have ordered services for the website to show an updated status. If it has been longer than 2 weeks since your installation date, please contact 1-800-526-3268.   I believe I accepted my agreement but the status reflects differently, who do I contact ? Please contact 1-800-526-3268.   The status of my promotional item shows shipped however I have not received it, what do I do ? Visa® Prepaid Cards are shipped via USPS standard mail. Please allow 7-10 days for delivery. If you have not received your card after 10 days, please contact 1-800-526-3268.    My promotional item has been returned, how do I get it shipped out again ? Please call 1-800-526-3268 to arrange another delivery.       Additional Resources https://xfinityrewardcenter.com/ https://www.xfinity.com/mobile/support/article/faqs-visa-prepaid-card-offers https://www.xfinity.com/mobile/support/article/eligiblility-250-visa-prepaid-apple-or-samsung-device-7-29 ... View more

***Created by our Community Experts***             Don't panic! A crazed Comcast technician hasn't lost his/her marbles. The line is known as a   drop. Temporary   drops are typically orange. Techs will sometime run temporary drops so customers don't need to wait for service. The drops are not dangerous to touch, so if you need to move the drop it's fine to do so.   Temporary drops are usually buried by a special crew within 10 business days. The process may take longer in some cases, but it shouldn't be very much longer than a few weeks. If the ground is frozen where you live, Comcast won't be able to bury the drop until spring.   The actual process of getting the drop buried will very by state. In some regions the crew will just lift up your sod, place the cable underneath and replace the sod. Other installations can be more complicated. For instance, if the crew needs to run your drop under a sidewalk or driveway. You may see flags and paint in your yard before the drop burial, those indicators are required by law so the bury crew does not come in contact with other underground utilities. There is no cost to you to replace/bury a drop and your yard will be restored to its original state once the drop is buried.   Occasionally there is a mix up and Comcast forgets to bury the drop. If this has happened to you, please post in the   Customer Service forum. Title your post "There is an orange cable in my yard" or maybe "Please bury my drop". An actual Comcast employee will give you individual attention and make sure your drop gets buried.  ... View more

xfinitywifi Hotspot This article explains how to manage the Xfinity WiFi hotspot that’s available on your residential Xfinity Gateway and where it can be used. 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 Gateway 3rd Generation (model CGM4331COM), xFi Advanced Gateway (model numbers TG3482G, CGM4140COM), xFi Gateway (model numbers DPC3939, DPC3941T, TG1682G), and Xfinity Gateway 1 (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   customer.xfinity.com/#/settings/security/hotspot. Sign in to your account using your Xfinity ID and password. Click   Turn Off   or   Turn On   to disable or enable your public hotspot. (Note:   This is turned on by default.) 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. Additional Resources: https://www.xfinity.com/support/articles/disable-xfinity-wifi-home-hotspot https://www.xfinity.com/support/articles/xfinity-wifi-hotspots ... View more

Question  I have no Internet access.  I've noticed that the US and DS buttons on the modem are blinking, which they didn't do before. What does this mean?   Answer  ***Created by our Community Experts***   The modem's lights are a visual indication of its current status. It is normal for your US/DS (upstream/downstream) lights to flash briefly while establishing a connection. Continuously flashing or blinking US/DS lights indicate that the modem is unable to establish a connection due to poor or no signal.   Typical reasons for this are: There is a service outage. There is a wiring misconfiguration. The modem is defective.   If you are experiencing this condition, first check for a service interruption by: Using the  XFINITY   My Account mobile app. Logging into your   Comcast account   and clicking the   check for service interruptions   link. Visiting the   Xfinity Status Center. Calling 1-800-COMCAST (1-800-266-2278) or 1-800-XFINITY (1-800-934-6489) If you've registered your mobile phone number for  Comcast  Alerts, you can text OUT to 266278 (COMCST)   Next, inspect your wiring.   See the   troubleshooting guide.   Contact Comcast   if the issue persists. ... View more

***Created by our Community Experts***       If using Windows 10's new browser EDGE, you will need to do the following to set your homepage.   Select   More   (…) on the address bar, then   Settings. Under   Open with,   select   A specific page or pages. Choose one of the default options or select   Custom   to enter the URL of another page you’d like to see each time you open the browser. To save, select the plus button. ... View more