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Support XFINITY Home Troubleshoot Your XFINITY Home

Introduction

If you’re having problems with your XFINITY Home service, it might be due to Internet connection trouble. To fix it, get started with the basic information here.

If you haven’t already checked for reported outages, be sure to do that before trying any fixes yourself.

Did you receive a communication from us stating your XFINITY Home is offline? If so, please view the additional troubleshooting information on XFINITY Home TouchScreen has lost its network connection. If you did not, please follow the troubleshooting steps listed below in this document.

Power Outage

Your system's primary power supply has a battery backup – so you're connected, even in a power outage.

However, if your cable service is out, your high-speed Internet service will be out as well, and this will affect your home system.

System and Zone Trouble

System and zone trouble appears in the upper right of the Subscriber Portal and TouchScreen. It displays when:

  • There is a connectivity (cellular, broadband, etc.) or power problem with the TouchScreen.
  • A sensor is inoperable (for example, due to a battery failure).
  • A sensor is being tampered with (such as the cover being opened).
What the specific messages mean:

A message indicating that communications to the system are lost is displayed
No cell signal

A message indicating that communications to the system are lost is displayed
No Wi-Fi signal

A message indicating that communications to the system are lost is displayed
No connectivity

Alerts

An alert message indicating that there has been a power failure is displayed
Power failure

An alert message indicating that there has been a sensor failure is displayed
Critical sensor failure

An alert message indicating that there are multiple troubles is displayed
Multiple troubles

Troubleshoot Internet Connectivity

Check the power, connections, and installation status

  • Make sure the plugs for the devices haven’t come loose, the outlets are working, and a fuse hasn’t blown.
  • Check that all the connections are secure.
  • Confirm that your account is up to date on payments. Late payments can cause an interruption of service.
  • If you were recently installing software, make sure the installation successfully finished.
  • If you’ve recently changed or upgraded your firewall and/or antivirus software, disable them. If this resolves the issue, contact the software manufacturer.
  • If you upgraded to Windows XP, make sure the Windows firewall isn't running. If it is, disable it.
     
Reset your cable modem
Press the reset button for five seconds. If it doesn't have a reset button, try rebooting it.

Reboot your cable modem
This will temporarily shut down your cable modem in order to restore its functionality.
  1. Shut down your computer.
  2. Turn off your modem and unplug it from the power outlet.
  3. Turn off the wireless router by pressing the power button in the back.
  4. Plug the modem in and turn it on. Wait two minutes until it’s completely restarted before moving on to Step 5.
  5. Turn on the wireless router. Wait two minutes until it's completely restarted before moving on to Step 6.
  6. Turn on the computer.
If you are experiencing problems besides Internet connectivity, or these solutions do not work:

Find this article at:

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