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Support XFINITY Internet Troubleshooting Your Home Network

Introduction

If you’re having trouble connecting to your wireless network or the Internet, here are basic troubleshooting steps you can try.

Connectivity Problems

Check Plugs

Make sure that all plugs are properly connected. Please ensure that:

  • All your devices are plugged into a power source and turned on.
  • Your Wireless Gateway 1 (model number TG852G, TG862G, SMCD3DNV, or TC8305C) or Wireless Gateway 2 (model number DPC3939) or modem is connected to the Internet with a coaxial cable.
  • Your router is connected to your modem with an Ethernet cable (if you don’t have a Wireless Gateway 1, Wireless Gateway 2 or other gateway).
  • Any necessary wireless adapters are properly plugged into your computer or laptop.
    Diagram of Wireless Home Network configuration

After checking all plugs, restart your computer and re-test your connection by opening a browser and entering a valid URL like http://www.xfinity.com.

Connect Directly to Your Modem

If your wireless network uses a modem and a router, try connecting your computer directly to the modem. Simply unplug the Ethernet cable from your router and plug it into an Ethernet port in your computer or laptop.
Diagram of wireless router with ethernet cable

If you can connect to the Internet, then the problem is probably caused by your router's configurations. If not, you may be experiencing a more complex problem.

Reset Your Wireless Gateway or Router

If checking your plugs and adapters doesn't solve your problem, your next step should be to reset your router or wireless gateway.

You can find detailed instructions on how to reset the wireless gateway by visiting Resetting Your Wireless Gateway.

Don't have a wireless gateway? Steps to reset other routers may vary, so for specific directions, refer to your device's documentation. The following is a general set of instructions to get you started.
  1. Locate your Reset button, usually on the back panel of routers.
  2. For routers with external Reset buttons, press and hold for about 10 seconds, or until the power light blinks.
  3. For routers without external Reset buttons, use a sharp object such as a pen or a pointed, non-metallic object to press and hold the Restore Factory Settings button for about 20 seconds.
  4. Release the Reset button and wait for the router to reboot.
  5. Open your preferred browser and perform an Internet connection test by entering a URL like http://xfinity.comcast.net/ into the address bar and tapping the Enter or Return button.

Lost or Forgotten Login Information

Network Login Information

Can't remember your Network Name (SSID) or Network Password (Key) to connect a device to your network? Here's what to do.

First, see Wireless Gateway Username and Password to learn how to find your default settings. If you did not change these settings, you can use the information located on the bottom label of the wireless gateway. If you did change these default settings, you can log into the online Admin Tool and look at your current login information.

Admin Tool Login Information

Here's the default Admin Tool Login:
  • Username: admin
  • Password: password

If you changed this information, unfortunately, you'll have to perform a Factory Reset on your wireless gateway. See the user guide for information on Factory Resets.

If you don't have a wireless gateway but need to restore your router's factory settings, please refer to your device's documentation.

Find this article at:

http://customer.comcast.com/help-and-support/internet/troubleshoot-your-home-network/