If one or more of your Xfinity services is not working, check to see if there is an outage in your area.
How to check for a service outage
If your services are out due to a major storm, or if you see an outage status in your area via My Account or on your TV box, it means we are already aware of the problem and are working to resolve it as quickly as possible.
There are 3 easy ways that you can check for a service outage at any time.
- Xfinity My Account app (iPhone® or AndroidTM)
- xfinity.com on any mobile device or computer
- Self-service feature on Motorola and Cisco TV boxes
Troubleshoot Xfinity Internet connectivity issues
If there are no reported outages, but you are having problems with your service:
Check the power, connections and installation status.
- Check several apps or websites to make certain the connection issue is not specific to one in particular.
- Confirm the equipment cables are plugged in and the coaxial cable has finger-tight connections to both the wall outlet and your equipment.
- Unplug your equipment, wait one minute, and then plug it back in. This method, known as powercycling or rebooting, can resolve many connection problems.
- Make certain your account is up to date on payments by logging into My Account.
Reset your connection.
Most Internet connectivity issues can be resolved by resetting your Xfinity Gateway.
Visit our support page for more information about how to reset your Xfinity Gateway.
Sometimes the issue lies with the device.
Try restarting your device, then attempt to reconnect to your home network. If you’ve recently installed a firmware update on the device that you are attempting to connect, contact your device manufacturer to be sure that it is not affecting your connectivity. If the solutions above do not work, there is a possibility that the issue may lie with the WiFi device.
Troubleshooting your wireless network signal
Strengthen your connection.
If you think your connection is too slow, there are a few simple placement changes you can make to potentially boost the wireless signal. Here are some helpful tips to ensure that you’re receiving the strongest wireless signal possible.
Place routers carefully.
The location of your wireless gateway or router can greatly affect your wireless network’s performance, as some common household features such as walls can block the signal. Follow these guidelines when choosing the right spot:
- Place in a central area of your home.
- Place in an elevated (off the floor) location and in an upright position.
- Place in an open space, free of obstructions.
- Use one WiFi Name and Password for your home network.
Reduce electromagnetic noise.
Your router can be affected by noise from nearby electronic sources. Place your wireless gateway or router away from:
- Walls and furniture
- Metal surfaces (including computer cases)
- Halogen/fluorescent lighting
- Microwaves and refrigerators
- TVs and computer monitors
- Most cordless phones
- Baby monitors
- Large amounts of water (like aquariums and water heaters)
Troubleshooting for Xfinity TV remote control non-response
If your Xfinity remote control is not responding, try this:
- Press the Cable button on the remote and then try to change channels.
- If your remote does not have a Cable button, then press the Power button to see if your TV turns on or off.
- Check the batteries.
- Make sure your remote is programmed correctly for your TV. For help programming your remote, please visit xfinity.com/remotes.
- If available, press the arrow button on the front of your TV box. If the channel changes, you may have a faulty remote that needs replacing.
- For HD TV and HD TV boxes, ensure your TV input is set to HDMI or Component, depending on the cables used to connect the TV box to the TV.
Visit our support page for more information about troubleshooting remote control.
Troubleshooting for Xfinity Voice Unlimited connectivity
Having an issue with your Xfinity Voice Unlimited service? Use the Xfinity My Account app on your Apple or Android mobile device to troubleshoot your service.
If your home phone has no dial tone, try this:
- Make sure all phones are on the hook and cordless phone batteries are charged.
- Try to plug a working corded phone into different jacks to find out if the problem is isolated to one phone or one jack.
If your home phone is not receiving calls, try this:
- Check the ringer on your phone to make sure it is turned on.
- If the phone rings a half ring on incoming calls, call forwarding may be activated.
Visit our support page for more information about troubleshooting Xfinity Voice.