XFINITY Internet or WiFi Connection Troubleshooting

Updated on August 14, 2017 at 2:51 PM

Introduction

When troubleshooting an issue with your modem, you may need to restart the device. You can do so online with a modem restart.

If the modem restart doesn't work, below are some solutions you can try if you have a problem connecting or staying connected to XFINITY Internet:

Connecting to the Internet
Connecting Your Devices to WiFi
Connecting to the Wireless Network for Windows 7 and Mac
Improving Your Connection or WiFi Signal Strength

Connecting to the Internet

If you are prompted to create a WiFi name and password for your home WiFi network while browsing the Internet, follow the instructions provided on-screen. Learn more about personalizing your WiFi name and password during activation.

If you have no Internet connectivity at all, begin by trying these basic troubleshooting methods to restore your connection:

Have you activated your new device or your service for the first time? If so, read about activating a Wireless Gateway.
Check a few apps or websites to make sure the connection issue is not specific to one particular app or site.
If all apps and sites can't connect to the Internet, first, make sure the cabled connections for your modem or Wireless Gateway, including the power supply, are secure. Next, you can check for outages on your mobile phone with the XFINITY My Account app.
You may not have access to the Internet if your account is past due. Make sure your account is up-to-date on payments by using the XFINITY My Account app.
If you have tried each of these basic troubleshooting steps and are still unable to connect, unplug your modem or Wireless Gateway, wait a minute, and then plug it back in. This is called powercycling and can resolve most connection issues. If you have a Wireless Gateway, you can also restart it remotely using the XFINITY My Account app. Sign in and tap Internet and then Restart Device. To confirm if you have a Wireless Gateway, read an overview on Wireless Gateways. Reviewing instructions on rebooting a router, modem, or Wireless Gateway may also be helpful.

Connecting Your Devices to WiFi

If you have attempted the basic troubleshooting steps and are still unable to connect, it may be due to a more specific issue. If you have no Internet connectivity:

Because you forget your WiFi network name (sometimes called an "SSID") or password, then:
- You can retrieve this information on the XFINITY My Account app if you have a Wireless Gateway. Sign in, tap Internet and then Show WiFi settings.
Because you can't connect a wireless device (e.g., smartphone, tablet) to your network, then:
- Make sure you are connecting to the optimal network broadcast by your Wireless Gateway. The newest Gateways have two radio bands (2.4 GHz, 5 GHz) that broadcast SSIDs, and the Gateways can optimize the band to which you are connected if you make the bands' network names (also called SSIDs) the same. You can customize your WiFi networks to bear the same name in the XFINITY My Account app. Learn more about the features and properties of the Wireless Gateway 2 and Wireless Gateway 3.
- You might be accidentally connected to an XFINITY WiFi public access point (xfinitywifi or XFINITY) instead of your in-home WiFi network. You can learn how to prioritize networks by visiting the Connecting Your Devices page.
Because you are setting up a gaming console (such as a PlayStation or an Xbox) or Smart TV that can't connect to the Internet, then:
- You may need to configure some advanced settings to make sure your device can properly communicate with your Wireless Gateway. Your Wireless Gateway's default firewall settings will enable it to interact with your gaming console; however, if you have changed your firewall settings, you will need to unblock certain ports to make sure your Gateway can communicate with your device. To do this, you can configure port forwarding or port triggering in the Admin Tool. Learn more about port forwarding and port triggering on the XFINITY Wireless Gateway.
Because you are setting up a new, stand-alone WiFi router that can't connect, then:
- Make sure your Wireless Gateway is in bridge mode in order to successfully connect to the Internet. To enable bridge mode, visit your Wireless Gateway's Admin Tool (http://10.0.0.1) and log in using admin as the username and password as the password (both values are case-sensitive). Read about enabling and disabling bridge mode on a Wireless Gateway.
Because you don't see your WiFi network's name as an available option to connect, then:
- Make sure you can connect to the network even if it is not broadcasting its network name.
- For specific instructions on connecting to a network for Windows 7 and Apple computers, please see the Connecting to the Network for Windows 7 and Mac section.
And your connection problems impact your XFINITY Home service, then:
- Read the troubleshooting steps for a Touchscreen Controller that lost network connection.

Connecting to the Wireless Network for Windows 7 and Mac

To make sure you can connect to the network even if it is not broadcasting its network name:

On a Windows 7 computer or laptop:
Please refer to https://support.microsoft.com/en-us for older versions of Windows.

Open the Network and Sharing Center by clicking the WiFi icon in the tray at the bottom right of your desktop screen and then Open Network and Sharing Center.
Click Set up a new connection or network and Manually connect to a wireless network.
Enter the network name, set the security type, enter the key (password) and be sure to check the box labeled Connect even if the network is not broadcasting so that it displays in your queue of available WiFi networks in the future.

On a Mac computer or laptop:

Open your network preferences by clicking the WiFi icon in the tray at the top right of your desktop screen and then clicking Join Other Network or Create Network.
Enter in the network name, set the security type, enter the key (password) and be sure to check the box labeled Remember this network so that it displays in your queue of available WiFi networks in the future.

Improving Your Connection or WiFi Signal Strength

If your connection has slowed or seems to have stopped, or if your WiFi signal keeps dropping:

First, confirm that the cabling for your modem or Wireless Gateway is secured correctly. Make sure the coaxial cable is tightly connected to the wall outlet and to the jack on the back panel of your device. This will help resolve any potentially degraded signal being fed into your broadband device.
Next, test more than one connected device (e.g., smartphone, tablet) from the area in your home where you experience the poor or dropped WiFi signal.
- If all devices lose the signal, the issue likely lies with your device. Disconnect the modem or Gateway's power supply, wait a minute, then plug it back in and attempt to access the Internet once more.
- If only one device loses the signal, the issue is likely with that device itself. Disconnect this WiFi-capable device from the Internet, reboot and reconnect to WiFi. Make sure your device is running the latest software update available for your client device's operating system to ensure best performance.
Be sure to limit interference with your Wireless Gateway by placing your Gateway in an open area away from walls, furniture, metal surfaces, halogen/fluorescent lighting, microwaves and refrigerators, TVs, cordless phones, baby monitors and water heaters. Additionally, place your Wireless Gateway centrally in your home, elevated (off the floor) and in an upright position for best results. See some helpful tips for achieving a better WiFi network performance.
If you have a dual-band Wireless Gateway, make sure your Wireless Gateway's SSIDs have the same name, so that the Gateway can seamlessly connect you to the network with the better range and stronger signal.
Check to make sure you are not connected to an XFINITY WiFi Hotspot (xfinitywifi or XFINITY) instead of your in-home WiFi network. If you are accidentally connected to an XFINITY WiFi Hotspot, visit the Connecting Your Devices page to learn more about how to prioritize your networks.
For very large homes, you can consider purchasing an extender to boost your WiFi signal. A wireless range extender takes the signal from your modem or Gateway and rebroadcasts it to create a greater range of wireless network coverage. If you wish to access the Internet on your WiFi network while at a significant distance from your modem or Gateway, getting a WiFi extender may be a helpful option. These devices are available for purchase at many retailers.

Still Need Help?

Visit xfinity.com/internetsupport for more information.
Contact us to call or chat with a customer support representative.

Find this article at:

http://customer.xfinity.com/help-and-support/internet/internet-connectivity-troubleshooting/

Elyssa D. D. Durant

Research & Policy Analyst

Monday, October 9, 2017