Check for a local outage, restart equipment safely, and narrow down where the connection problem is happening. These general steps may help you narrow down the issue before contacting the service provider.
Before you start: Keep your equipment model and any error message handy. Never share your password, one-time verification code, or full payment details with someone who contacts you unexpectedly.
Steps to try
- Check whether the issue affects one device or every device in your home. If only one device is affected, toggle its Wi-Fi off and on, then reconnect.
- Check the official Xfinity service status or account tools for an outage in your area.
- If there is no reported outage, unplug your modem/router power cable, wait about 30 seconds, reconnect it, and allow several minutes for it to restart.
- Check the modem/router lights and cables. Make sure the coaxial or Ethernet cable is firmly connected and not visibly damaged.
- Test again near the router. If service remains down, use official Xfinity support to check your account or equipment.
Good to know: Avoid repeatedly factory-resetting your modem; a factory reset can erase network settings.
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