You can find troubleshooting tips below when you encounter problems connecting a device to WiFi. Using the Xfinity Assistant or the Xfinity app can provide the same troubleshooting a customer service agent can, but without the wait on the phone.
If Xfinity Assistant isn’t able to solve your issue, it can efficiently schedule any necessary technician appointments on your behalf if it’s required. Simply start by asking Xfinity Assistant for troubleshooting help and select the option that fits best.
Xfinity customers who rely on non-verbal communication have access to dedicated customer support services through our ASL Support Center.
To get started with connecting a new device
- Make sure your device is connecting to the correct network.
- Sometimes a new device tries to join a Xfinity WiFi hotspot (xfinitywifi or Xfinity). Connect to your in-home WiFi network instead.
- To find your WiFi name and password, see How to view and change your WiFi network name and password.
- For an additional walkthrough on connecting popular smart devices, see how to Connect gaming consoles, smart TVs, and wireless devices to your home WiFi network.
- Connecting guests is easier than ever. To learn more, see Help guests access your home WiFi.
Can’t see service set identifier (SSID) WiFi name
- Make sure your gateway is online.
- Launch the Xfinity app or Xfinity Assistant.
- For other options, see Xfinity Internet and WiFi connection troubleshooting.
- Check the device WiFi settings to ensure WiFi is on.
- If you exchanged your modem or gateway recently but haven’t activated it yet, your old SSID won’t be available on the new device.
- To get started, simply activate your gateway using the Xfinity app.
- If you would like to learn how it works, see Activate an Xfinity Gateway with the Xfinity app.
Device lost internet connectivity
You might get errors about:
- Internet connectivity.
- Offline messages.
- This site can’t be reached.
- No internet access.
- Other similar errors on a specific device.
Use Xfinity Assistant to troubleshoot network issue or the Xfinity app to view, manage and troubleshoot individual devices connected to the network. For other self-service options, review Xfinity Internet and WiFi connection troubleshooting.
If these options don’t apply:
- Check and update the WiFi name and password in your smart device WiFi settings to see if they changed.
- Visit View and change your WiFi password to verify your current WiFi credentials.
- If other internet-dependent applications or websites aren't experiencing the same issue on the same smart device, it's possible the problem is with the specific app or website. Remember to check if any updates are available where applicable.
- It's important to consider the distance between the device and the wireless gateway.
- Review Xfinity Internet and WiFi connection troubleshooting for more tips.
- When it comes to smart devices, particularly if other devices in the household can connect to the internet without issue, the problem may lie with the smart device itself.
- Make sure the smart device isn’t blocked or paused in the Xfinity app.
- Learn how to unpause the device by reviewing Personalize and control your home network with Xfinity xFi.
One or some devices have slow or intermittent connectivity
Use Xfinity Assistant to troubleshoot network symptoms. Additionally, to view, manage, and troubleshoot individual devices connected to the network, use the Xfinity app. (Download our Xfinity app.) For other self-service options review Xfinity Internet and WiFi connection troubleshooting.
Can’t connect a new device on a 2.4 GHz network
- If you're setting up a WiFi enabled smart device that only supports 2.4 GHz WiFi, you might not find your network listed during setup or you could get an error when trying to connect.
- Follow Connect gaming consoles, smart TVs, and wireless devices to your home WiFi network to temporarily split your network. Then reconnect your smart device to the 2.4 GHz to establish connectivity.
- For help with reconnecting some third part devices, review Troubleshooting when connecting third-party devices to your WiFi network.
- For other options to test and diagnose your network, review Xfinity Internet and WiFi connection troubleshooting.
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.
