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Support XFINITY Internet Troubleshoot XFINITY Internet Connectivity Issues

Introduction

If you're having problems connecting or staying connected to XFINITY Internet service or the wireless gateway, there are some solutions you can try.

Connectivity Troubleshooting

If you haven’t already, check for reported outages before trying any fixes. If there is an outage in your area, your XFINITY Internet service will not work. To learn how to check for outages, please see What to Do if Your Cable or Internet is Out.


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.
  • Try to access more than one website to be sure that the problem is not related to a specific site.
  • 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 have not been keeping your computer’s software up-to-date, check for and install any recommended updates.

Resetting your connection

Most Internet connectivity issues can be resolved by resetting your connection.

For cable modem users:
Try resetting your cable modem by pressing and holding down the Reset button for five seconds. The button is located on the front or back of your modem. If there’s no Reset button, then power cycle your modem. To do this:
  1. Shut down your device.
  2. Unplug the cable modem from the electrical outlet.
  3. Wait 10 seconds, then plug the cable modem back into the electrical outlet.
  4. Wait 30 seconds, then turn your device back on.

For wireless router users:
  1. Unplug your router.
  2. Wait one minute.
  3. Plug your router back in.
  4. Attempt to connect to the Internet.
For wireless gateway users, please check out Resetting Your Wireless Gateway.

Sometimes the Issue Lies with the Device

If the solutions above did not work, there is a possibility that the issue may lie with the Wi-Fi 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.

Release and Renew your IP address

You may need to release and renew your IP address to restore your Internet connection if:
  • You hook up a new device, hard drive or a reformatted hard drive to your modem.
  • You have numerous devices in a network all sharing the same IP via a router.
  • You see the error Limited or No Connectivity or Network Cable Unplugged even though your Ethernet or USB cable is not unplugged.
  • The device connected to the cable modem isn’t configured to DHCP. You’ll need to obtain DHCP configuration instructions for your router from its manufacturer. Check out DHCP configuration instructions for all supported Windows operating systems.

Need to know how to release and renew your IP address? See Release and Renew Your IP Address.

Other factors affecting connectivity:
  • Frequency interferences: If your router is near any other appliances that emit wireless signals on the same frequency (i.e. microwave ovens, baby monitors, home automation equipment, cordless telephones, etc.) it may cause a disruption in your connection. Move your router away from these appliances.
  • Physical obstructions: Do not place your router against physical obstructions such as walls and large metal objects.
  • Check your computer for viruses, spyware or a full hard drive: Your Internet connection may be impacted by viruses, spyware, or a hard drive that’s reached its full capacity.
  • Your Internet usage could be at capacity: If you are streaming several videos simultaneously, for example, it could cause your connection to slow down.

To learn how to optimize your connection, see Get the Most From Your XFINITY Internet Service.

Still Need Help?

Find this article at:

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