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Support XFINITY Home XFINITY Home TouchScreen Has Lost Its Network Connection

Introduction

If your XFINITY Home system or TouchScreen has lost network connectivity or is in offline mode, certain features of your XFINITY Home service may not fully function.

Follow the steps below to restore your connection as soon as possible. If the below steps do not resolve your issue, make sure your TouchScreen is plugged in and in its originally-installed location so that it does not go offline. You can also view Troubleshoot Your XFINITY Home for further troubleshooting steps or call us at 1-877-298-0874 and select the options to speak with an XFINITY Home Technical Support representative.

Restore your Network Connectivity

In order to restore your network connectivity, you will need to locate the devices in your home that may include Wireless Gateway, Cable Modem, Wireless Router and/or your XFINITY Home Router. Please see the pictures below for examples of what each piece of equipment may look like.

Wireless Gateway
Wireless gateway device

Cable Modem, Wireless Router, XFINITY Home Router:
A cable modem, wireless router and XFINITY Home Router device

Reset your Wireless Gateway

  1. Locate the Reset button on the rear panel of the Wireless Gateway.
  2. Insert a thin object into the slot labeled Reset.
  3. Press the button for two to five seconds and release to restart the Gateway.
  4. Go to Reboot your TouchScreen section.
     The Reset button is located above the USB port on the back panel of the Wireless Gateway

Reset your Cable Modem, XFINITY Home Router and/or Wireless Router

  1. Unplug your XFINITY Home router and wireless router first. Then unplug your cable modem.
  2. If your modem has a backup battery, remove it.
  3. Wait one minute.
  4. Place your backup battery back into the cable modem, then plug your cable modem back in. Wait for the lights to come back on.
  5. Where applicable, plug your XFINITY Home router back in and wait for the blue Wi-Fi light to come on.
  6. Where applicable, plug your wireless router back in.
  7. Then move on to Reboot your TouchScreen.

Reboot your TouchScreen

  1. Go to your TouchScreen.
  2. Select Settings.
  3. Enter Master Code.
  4. Go to Advanced Settings.
  5. Reboot TouchScreen.
    • Select Re-boot TouchScreen.
    • Re-enter your Master Code.
    • Your XFINITY Home TouchScreen will re-boot.
  6. Once everything comes back up, confirm connectivity using the steps below.

Confirm Connectivity

  1. Go to your TouchScreen.
  2. Select Settings.
  3. Enter Master Code.
  4. Go to Advanced Settings.
  5. Then Connectivity.
  6. And Test Connectivity.
  7. Select Next.
  8. If you are connected, you should see a green checkmark by Testing Broadband Connectivity.
    TouchScreen Settings screen. Green checkboxes confirm a successful Connectivity Test.

If there is no checkmark or if you have any questions, please call us at 1-877-298-0874 and select the option to speak with an XFINITY Home Technical Support representative.

Find this article at:

http://customer.comcast.com/help-and-support/home-security/xh-offline/