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Xfinity Troubleshooting Guide

We’ll show you how to solve common Xfinity Wi-Fi, TV, and internet problems.

Is it taking longer than normal to check emails or watch the latest episode of Bridgerton? Your Xfinity internet or TV service may be having problems, but we’ve found the best ways to fix your most common performance issues. If you’d like additional Xfinity TV or internet help, you can talk with Xfinity customer service.

Troubleshooting your Xfinity Wi-Fi

Your Xfinity Wi-Fi is the backbone of your home internet setup, supporting everything from laptops to those fancy refrigerators with the built-in cameras that watch your food. If your Wi-Fi connection frequently cuts out, these tips are a starting point to restore your connection without having to wait for Xfinity’s internet support.

Check your network connection

“Are your cables plugged in?” might be an obvious question, but it’s still a good first step when troubleshooting your Xfinity internet.

On the front of your modem, router, or xFi Gateway, look for LEDs that aren’t lit up. Make sure that the cables on your Xfinity hardware are secured. For example, the plastic locking clip on older Ethernet cables occasionally breaks or comes loose. When this happens, cables can look like they’re inserted without making a firm connection.

Find your Xfinity Wi-Fi network name and password

Disconnecting and reconnecting your device to your Wi-Fi network can help determine if your Wi-Fi problems are from network or hardware issues. But if you can’t remember your network name or the gibberish that’s your Wi-Fi password, you’re not alone.

On the bottom of your xFi Gateway, you’ll find the device’s network name and password. If you’re using your own router, this information can also be found on the bottom of the device.

Reboot your Xfinity modem and Wi-Fi router

Modems and routers are built to provide uninterrupted service, but like any tool, they can always use a break. Rebooting can be a potential solution if your Xfinity Wi-Fi isn’t working. 

To do a reboot, unplug your modem and router’s power adapters from the wall outlet, wait one minute, and then plug them back in. This process refreshes your Xfinity modem and router’s internet connection and clears out hardware issues. On many newer Wi-Fi routers, you can schedule automatic daily or weekly reboots. 

If you need to fix network problems when you’re out of the house, you can also perform a modem reset in the My Xfinity Account app. Modems connect Xfinity to your home and, as with Wi-Fi routers, benefit from occasional reboots.

On your mobile device, click the Internet tile in the My Xfinity Account app and scroll down to your account modem. Go to Restart this device to start the reboot process.

Troubleshooting your Xfinity internet service

If your Wi-Fi is still dropping out or you’re experiencing slow download speeds despite resetting your equipment, it’s time to move onto the next step: checking your Xfinity connection.

Restart your internet-connected devices

Sometimes, slow internet performance can be slow computer performance in disguise. Once you give your device a quick reboot, it’ll perform regular maintenance to get back to normal. If you’re still experiencing connectivity problems, consider checking your internet speed.

Take an internet speed test

By checking your Xfinity internet performance with a speed test, you can confirm if your actual download speeds are much lower than what you’re paying for. Internet performance depends on a lot of factors (home network traffic, time of day), but a few common culprits for consistent speed problems include the strength of your Wi-Fi router and the age of your laptop, smartphone, or tablet.

Your internet performance will generally go down the farther away you are from the router. Extenders like the Xfinity xFi Pod can expand your network’s range and provide consistent performance throughout your entire house. Older tablets or laptops can’t take advantage of current Wi-Fi standards, but if upgrading isn’t an option, consider using an Ethernet cable to connect your devices to the internet.

If your internet speed is still bad despite having the latest and greatest Wi-Fi hardware, maybe it’s time to get a new internet provider.

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Reset your Xfinity internet equipment

A routine reboot will clear up most internet problems, but if your Xfinity internet still isn’t working or you’ve lost the Wi-Fi password, it might be time for a full hardware reset.

Unlike a reboot, a reset wipes your router’s memory and settings. While a full reset can create extra work if you previously customized your network setup, it also sets up a fresh internet connection that clears out any conflicting router issues.

How to reset your Xfinity gateway

  1. Locate the reset button on the back of your Xfinity gateway. Depending on your gateway model, it will be located near the top of the router or below the coaxial cable connector.
  2. Hold down the reset button for 30 seconds.
  3. Wait until the LEDs on the front of the gateway flash off.

If you have a non-Xfinity router, look for a small reset button on the device’s backside. While your router is on, use a small-tipped object like a staple or pencil to hold down the reset button until your router’s lights flash.

Confirm an Xfinity internet outage

Xfinity outage maps are viewable through the Xfinity Status Center and Xfinity My Account mobile app. These maps show outage locations and the estimated number of affected subscribers. If your phone number is registered with Xfinity, you can also text OUT to 266278 for outage updates. 

Troubleshooting your Xfinity TV device

When your TV connection is dropping out, there are easier fixes than climbing up on the roof to whack the satellite dish. Stay on ground level with our tips. 

Check your cables and connections

On the back of your cable box, Xfinity Flex, or Xfinity X1, start by doing a routine cable check. Are all your cables securely attached and in good condition? Even if a cable is plugged into your TV device, a loose or broken cable will degrade your picture quality.

Refresh the signal to your Xfinity TV device

For older Xfinity cable boxes, manually unplug and replug the power cable to refresh your TV signal. It’ll take between 15 to 45 minutes for the box to fully refresh your signal and programming guide. During the refresh, your cable box will create a new connection with Xfinity that will flush out most TV signal issues.

If you have an Xfinity X1 or the Xfinity My Account mobile app, you can even refresh the TV signal without getting off the couch:

How to refresh the TV signal on your Xfinity X1

  1. Press your remote’s A button or go to Help in the Settings tab.
  2. Click System Refresh.
  3. Wait 10 minutes for the refresh process to finish. During this time, you won’t be able to access TV shows or recordings.

How to refresh the TV signal through Xfinity My Account app

  1. Click TV on the Overview page.
  2. Under Devices, click the TV box you’d like to refresh.
  3. Click Troubleshoot. On the next page, click Continue.
  4. Wait for the troubleshooting scan to finish.
  5. Click System Refresh and press Continue. After around 20 minutes, the refresh process will be complete.

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Troubleshooting your Xfinity TV app

With the Xfinity Stream mobile app, you can still watch TV when you’re not at your couch (and we won’t judge where that happens to be). Here is what you’ll do if the app is acting up.

Update your Xfinity TV app

Xfinity regularly pushes out updates to improve performance and features for the Xfinity Stream app. If your phone or tablet doesn’t automatically install updates, check the Xfinity Stream listing on the App Store or Google Play Store.

Uninstall and reinstall your Xfinity TV app

When mobile apps aren’t working correctly, a full uninstall can clear out most problems. Delete the Xfinity Stream app and go to your device’s app store to reinstall the service.

Check your parental controls

Want to make sure your kid doesn’t accidentally watch Showtime when they’re looking for Sesame Street?

Click Settings in the app to access Parental Controls. On this page, you can enable a safe browsing mode that censors program names or descriptions and blocks content based on its title, channel, or rating.

None of this helped? Time to contact Xfinity customer support

If you’ve taken your Xfinity setup apart, put it back together, and are still experiencing problems, it’s a safe bet that your home internet or TV setup isn’t the issue. That means it’s time to reach out to Xfinity itself.

You can chat with agents and schedule phone callbacks through Xfinity’s support contact page. To learn more about Xfinity customer support hours and the best ways to speak to Xfinity tech support, check out CableTV.com’s Xfinity Customer Service page.

Xfinity troubleshooting FAQ

Why is my Xfinity internet not working?

Your home Wi-Fi router or Xfinity modem might be having performance issues and need a reset. On Xfinity’s end, internet issues could also be caused by high network traffic, installation issues, or a local outage.

How do I reset my Xfinity TV device?

You can reset your Xfinity cable box by unplugging and replugging the device’s power cable or using the Xfinity My Account app. On the Xfinity X1, you can reset the device in the Settings menu.

Is Xfinity having an outage?

Information on Xfinity outages is available through the Xfinity Status Center or the Xfinity My Account app. If your phone number is registered with Xfinity, you can also text OUT to 266278.

How do I fix my Xfinity TV or internet service?

Rebooting your TV box or internet hardware will solve most common service issues. If a reset doesn’t fix your Xfinity problems, you may need to have an Xfinity technician inspect your installation. On CableTV.com’s Xfinity Customer Service page, you can find out the best ways to get in touch with an Xfinity representative and schedule a technician appointment.

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