Fix connection issues with your Xfinity Camera or Video Doorbell

If your camera is offline, won’t connect to WiFi, or shows a blinking amber light, try the steps below.

Most issues are fixed by restarting the camera. If resetting doesn't work, please contact us for help.

Before you start

• Make sure your camera is plugged into a working power outlet and not controlled by a wall switch.
• If your video doorbell is hardwired, confirm it has power.
• If your video doorbell uses batteries, make sure the batteries work.
• Video doorbell camera options are only available in theXfinity app.

Step 1: Restart the camera

A restart:

• Turns the camera off and back on.
• Fixes common issues like being offline or slow to connect.
• Keeps all settings the same.

You can restart the camera using the Xfinity app, Xfinity Home app, or by unplugging the power adapter.

Restart using the Xfinity app (option 1)

1. Sign in to the Xfinity app with the Primary user ID and password.
2. Select the Home tab.
3. Scroll down and select your camera or video doorbell.
4. Tap the gear icon in the top right corner.
5. Select Restart Camera.
6. Tap Restart now to confirm.

The device will restart. Select OK to return to the previous screen.

Restart using the Xfinity Home app (option 2)

1. Sign in to the Xfinity Home app.
2. Scroll down and select the camera you want to restart.
3. Tap the More Options icon (•••) in the top right corner.
4. Select Reboot Camera.
5. Tap Reboot to confirm.

The camera will reboot. Select OK to return to the previous screen.

Restart manually (option 3)

1. Unplug the power adapter from the wall outlet.
2. Wait 10 seconds.
3. Plug it back in.

Your camera should restart and reconnect to WiFi in about 3 minutes.

Important: Do not press the button on the power adapter. That button does not restart the camera and may cause more issues.

Step 2: Reset the camera

A reset:

• Puts the camera back to its setup state.
• Should only be used if restarting doesn’t work.
• Clears the camera’s connection to WiFi.
• Requires you to pair the camera again.

For video doorbells, see how to reset the Xfinity Video Doorbell below.

If you just manually restarted the camera, you don’t need to unplug the power adapter again. Skip to Step 3.

Safety first

• Reset the camera only if you can safely reach it.
• If the camera is mounted too high or out of reach, do not try to remove it. Contact us for help.

How to reset the camera

1. Unplug the camera’s power adapter from the wall.
2. Wait 15 seconds, then plug it back in.
3. Wait for the camera to turn on and show a blinking light.
4. Find the reset button on the back of the camera (not on the power adapter).
   o You may need to rotate the camera stand to see it.
5. Press and hold the reset button for 15 seconds, or until the camera light turns off.
6. Release the button and wait for the light to blink blue or white.
7. Pair the camera again:
   
   • xCam3 and xCam2: Use the Xfinity app.
   • xCam1 and iCam2: Use the touchscreen.
8. If the camera still won’t reconnect, contact us for help.

Need help finding the reset button or camera model? See Identify your Xfinity Camera or Xfinity Video Doorbell.

Step 3: Reconnect to WiFi

1. Sign in to the Xfinity app.
2. Go to Home.
3. Select the camera or video doorbell.
4. Tap the gear icon in the top-right corner.
5. Select Update Wifi Connection and follow the steps.

If your camera or doorbell still won’t connect:

• Restart your wireless gateway.
• Confirm the device is connected to your WiFi network.
• Reduce WiFi interference from other devices.
• Restart the touchscreen.

If connection issues continue, try moving the camera closer to the gateway or use WiFi Extenders to improve coverage.

How to reset the Xfinity Video Doorbell

1. Remove the trim plate.
2. Use a non-metal object (such as a toothpick) to gently press the reset pinhole.
3. Hold for five seconds or until the light turns off, then release.
4. Replace the trim plate.
5. Pair the doorbell using the Xfinity app.

Note: Holding the button longer than five seconds will factory reset the doorbell and require a technician visit.

When to contact us

Contact us if:

• Resetting the camera doesn’t fix the problem.
• The camera or video doorbell won’t connect to WiFi.
• The device won’t pair after you follow the steps.
• You can’t safely reach the camera to reset it.

We’re here to help if you still have trouble.

Additional information

Visit our Online Support Center to find common solutions.

The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.

Need additional support? Ask Xfinity Assistant.