User guide

40
XFINITY
®
Community Handbook
To order services, visit comcast.com/xfinity
To print a copy of this page, visit comcast.com/communityhandbook
Tr OuBlESHOOTIN g
CONNECTIVITY ISSuES
HOW TO TrOuBlESHOOT CONNECTIVITY ISSuES FOr YOur
XFINITY
®
SErVICES.
If more than one of your XFINITY services is not working, check to see if there is an outage in your
area by using your mobile device and following the steps below:
• Go to comcast.com and click on My Account.
• Tap My Connection Status.
• Sign in. Your device will display information about your connection status.
If you’ve registered your mobile phone number to receive Text Alerts and you are experiencing an
outage, you may also text OUT to 266278 (COMCST).
Please Note: If your XFINITY services are not working before or after a major storm, or if you
have signed in to My Account on comcast.com and an outage has been reported in your area,
it means that Comcast is already aware of the matter and technicians are working to resolve it. So
there’s no need to contact Comcast.
• If there are no outages in your area, confirm that your account is up to date on payments, as late
payments can cause interruption of service. You can access this information at My Account.
• Ensure the device connections are “finger tight,” including the coax cable from the wall to
the back of the device.
• Verify all power cords are connected and plugged into a working outlet or power strip.
• If your devices are all correctly connected, ensure your services are activated by either going
online or by phone.
TrOuBlESHOOTINg FOr XFINITY INTErNET CONNECTIVITY.
If you are having trouble accessing your XFINITY Internet services, try the following:
• Try to access more than one website to be sure that the problem is not related to a specific site.
• Make sure all plugs for the devices are connected and secure, not loose, and that outlets
are working.
• Make sure the Ethernet cable is connected to both your computer and cable modem.
• Check for and install any software updates that your system has recommended that have
not yet been installed.
• Power-cycling your modem will often restore Internet connectivity – the easiest way to do
this is by simply unplugging your cable modem for two minutes then plugging it back in.
Once the cable modem is plugged back in, wait for it to restore connectivity (up to
five minutes).
• If you are using a wireless network, try connecting directly to your modem using your
Ethernet cord. If you still cannot access the Internet, your home wireless network may
be disconnected.
• Restart your computer. If this does not restore your service, contact Comcast.