You can find troubleshooting tips below for your Xfinity Internet and WiFi connection. Using the Xfinity Assistant online or through the Xfinity app provides similar troubleshooting a customer service agent, but without the wait on the phone.
Xfinity Assistant and/or the Xfinity app can help you effectively troubleshoot and schedule any necessary technician appointments if required. Start by asking the Xfinity Assistant for help troubleshooting or select the WiFi button in the Xfinity app for troubleshooting help.
Xfinity customers who rely on non-verbal communication have access to dedicated customer support services through our ASL Support Center.
Troubleshoot internet through the Xfinity app
- You can troubleshoot connectivity issues using the Xfinity app.
- Select WiFi and click the Troubleshoot option.
- If our system detects a problem we can’t fix online and a visit is required, you have the option to schedule a technician visit.
- If the option to run the test isn’t available in the Xfinity app, try updating to the latest version of the app.
Troubleshoot internet through xfinity.com
If you’re not using the Xfinity app, xfinity.com is a great way to troubleshoot your internet device remotely.
- Go to the Devices page in your account. (You may be asked to sign in using your Xfinity ID and password.)
- Scroll down to the Devices section and click the recommended option.
- If the restart option presents itself, it can take up to 12 minutes to complete the restart.
- Your home internet will be offline during this process.
Troubleshoot internet and network issues
If the issue is affecting multiple personal devices, use the Xfinity Assistant to identify outages, perform diagnostics, etc. If you can’t access the Xfinity Assistant, you can also manually perform some of the steps below.
- Make sure your account is up to date on payments by going to the Billing tab.
- You may be asked to sign in using your Xfinity ID and password first.
- Check multiple internet-capable devices to see if the problem is with one device or the entire network.
- Single device issues are often resolved with updating network settings or a restart of your personal device.
- Check several apps or websites to make certain the connection issue isn’t specific to one.
- If it’s specific to one, the problem isn’t with the gateway or router.
- Check the device WiFi settings to ensure WiFi is on, and you’re connected to your in-home WiFi network.
- See if the WiFi network name and password was changed and update your personal device WiFi settings to the new name and password.
- Confirm the equipment cables are plugged in and the coaxial cable is tightened as much as possible using your fingers to both the wall outlet and your modem/gateway.
- Make sure you are within a reachable WiFi coverage area from the gateway or router.
- If there's an area in your home with limited or no internet connectivity, consider adding WiFi Boost Pods to extend WiFi coverage.
- If you’re using your own router in addition to your gateway, make sure the gateway has bridge mode enabled.
- Check for local outages using the Xfinity Status Center Outage Map.
Resolve other common WiFi issues
- Forgot your WiFi name and password?
- Network running too slow?
- When several family members and multiple devices use your WiFi network at the same time, it may affect network performance.
- Explore our speed and equipment options.
- Accidentally connecting to an Xfinity WiFi hotspot instead of your in-home WiFi network?
- Learn how to prioritize networks by visiting Connecting your devices.
- Setting up a gaming console (PlayStation/Xbox) or a Smart TV that can't connect to the internet?
Additional information
Visit our Online Support Center to find common solutions and self-help options, troubleshoot or manage your account and more.
The easiest way to manage and troubleshoot your Xfinity experience is with the Xfinity app! Download it for free from Google Play or the App Store, or text "APP" to 266278.
Have a quick question? Ask Xfinity Assistant.
Need additional support from us? Chat with an agent.
