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.

Before trying any fixes yourself, please see How to Check for a Comcast Service Outage.

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

Displays a message with the Alert symbol in a triangle indicating "Action Required: Lost Network Connection"
No broadband or cellular 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:

Troubleshoot the TouchScreen

These steps should be followed when both broadband and cellular connections are offline and your TouchScreen is displaying the message: ACTION REQUIRED: LOST NETWORK CONNECTION.

  • The ACTION REQUIRED message scrolls in the upper-right corner of the TouchScreen when both broadband and cellular connections are offline and disappears when a connection has been reestablished.
    The ACTION REQUIRED message displays with an alert symbol. On the left side of the screen are the icons for Security, Cameras and Settings.
     
  • The screen below appears when you press the ACTION REQUIRED notification. Press OK for more instructions.
    The Troubles screen displays. The OK button is found on the far right side of the ACTION REQUIRED notification.
     
  • Please read the on-screen message about the impact of being offline, and press Next to perform troubleshooting tests on your TouchScreen. This screen includes a URL (www.comcast.com/restart) for accessing more troubleshooting steps, including a YouTube video.
    Troubles/Broadband Connection Diagnostics screen displays. In the bottom right corner of the screen are from left to right, the Back and Next buttons.
     
  • First, your router/gateway connection will be tested. If this test passes, you will see a green check mark and your TouchScreen will automatically proceed to the next troubleshooting step.
  • If you see a red X, please follow the on-screen instructions and press Reboot Touch Screen.
    Troubles/Broadband Connection Diagnostics screen displays. Reboot Touch Screen button is at the bottom of the screen.
     
  • Next, your internet connectivity will be tested. If this test passes, you will see a green check mark, and your TouchScreen will automatically proceed to the next troubleshooting step.
  • If you see a red X, please follow the on-screen instructions, and press Reboot Touch Screen.
    Troubles/Broadband Connection Diagnostics screen displays. The green check mark or red X appears in the middle of the screen.
     
  • Lastly, your server connectivity will be tested. If this test passes, you will see another green check mark.
  • If there is a red X, please follow the on-screen instructions, and press Reboot Touch Screen.
    Troubles/Broadband Connection Diagnostic screen displays. The green check marks and/or red X appear mid-screen.
     
  • If all tests pass, press Reboot Touch Screen or call 1-800-XFINITY for additional assistance. To leave troubleshooting, press Next.
    Troubles/Broadband Connection Diagnostics screen displays. The green check marks appear in the center of the screen.

Find this article at:

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