Follow these troubleshooting tips if you’re having some issues with your Xfinity Internet and WiFi connection on your third-party modem or router. Using the Xfinity Assistant from your computer or the Xfinity app from your mobile device provides the same troubleshooting a customer service agent does, but without the wait on the phone.
Following diagnosis, Xfinity Assistant or the Xfinity app can efficiently schedule any necessary technician appointments on your behalf if it’s required. Simply start by asking Xfinity Assistant for troubleshooting support and tap on the options that fit best.
Xfinity customers who rely on non-verbal communication have access to dedicated customer support services through our ASL Support Center.
Troubleshoot internet connectivity
- Verify your modem is compatible with Xfinity Internet service.
- For information on Comcast-supported devices, refer to MyDeviceInfo.
- Make sure your personal device is connected to the correct network (e.g. laptop, mobile device, router).
- Sometimes a new device will try to join an Xfinity WiFi hotspot (xfinitywifi or XFINITY). Connect to your in-home WiFi network instead.
Internet and network troubleshooting
If the issue is affecting multiple personal devices, use Xfinity Assistant to identify outages, perform diagnostics, etc. If you can’t access 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 in your account.
- 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 modem or router.
- Check the device WiFi settings to ensure WiFi is on.
- Confirm the equipment cables are plugged in and the coaxial cable has been tightened as much as possible using your fingers to both the wall outlet and your modem or gateway.
- Make sure you are within a reachable WiFi coverage area from the modem or router.
- If there's an area in your home with limited or no internet connectivity, consider upgrading to an Xfinity Gateway where you can add WiFi Boost Pods to extend WiFi coverage.
- See if the WiFi network password had been changed and update your personal device WiFi settings to the new name and password.
- If you are using your own router in addition to your gateway, make sure the gateway has Bridge Mode enabled.
- Unplug the power from your modem or gateway, wait one minute, and then plug it back in. You can also do so remotely if your modem is responsive by performing a restart.
- Check for local outages using the Xfinity Status Center Outage Map.
Network running 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.
Still need help?
- Perform an online speed test to test your Internet speed.
- Chat right now with a customer support representative.
- For additional walkthrough on connecting popular smart devices, see Connect gaming consoles, smart TVs, and wireless devices to your home WiFi network.
- To activate your gateway, download our Xfinity app.
- If you would like to learn how it works, see Activate your own modem using the Xfinity app.
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.
