How To Reboot Your Wireless Gateway

Rebooting (or restarting) your wireless gateway, modem or router is good for the equipment’s health and for your in-home WiFi performance because it allows your equipment to update its software and optimizes your connection and speed, all while retaining your saved settings. This is similar to how rebooting your computer, laptop, smartphone or tablet is essential for maintaining performance as well.

In addition to being helpful for maintenance and performance, you should reboot your equipment:

  1. If you’ve received an XFINITY Internet upgrade. Rebooting will allow your equipment to run your upgraded service.
  2. If you’re experiencing trouble with your XFINITY Internet connection. Rebooting is one of the easiest ways to resolve connection issues.

You can try one of two simple techniques to reboot your wireless gateway, modem or router: a manual restart or a remote restart.

Note: If you have an XFINITY Voice modem or wireless gateway with a backup battery, you may do so online with a modem restart.

Manually Restarting Your Wireless Gateway, Modem or Router

A manual restart will temporarily shut down your wireless gateway, modem or router in order to restore its functionality. Any saved settings will be retained during this process. To perform a manual restart:

  1. Shut down the device you are using to connect to the Internet (e.g., a computer, laptop, smartphone, tablet, etc.)
  2. Unplug your wireless gateway, modem or router from the electrical outlet and leave it unplugged for at least 10 seconds.
  3. Plug it back into the electrical outlet and wait 30 seconds.
  4. Turn your computer (or other device) back on.

Remotely Restarting Your Wireless Gateway

If you have an XFINITY wireless gateway, rather than unplugging and plugging it back in to reboot, you can restart your wireless gateway remotely using the XFINITY My Account app. Again, any saved settings will be retained during this process.

  1. Download the app from Apple iTunes or Google Play; you can also search your mobile device’s app store for “XFINITY My Account”.
  2. Sign in using your XFINITY username and tap Internet at the bottom of the home screen.
  3. Tap Restart device on the XFINITY Internet screen and tap it again to initiate the restart process for your wireless gateway.
  4. You will see a message confirming that a restart signal was sent to your wireless gateway. You also have the ability to indicate whether or not the restart resolved your connection issue.
  5. Choosing Yes displays a message to conclude the restart flow; tap Done to exit. Choosing No displays a page providing you with additional resources; tap one of the options listed or tap Done to exit.

Learn More About XFINITY Internet or WiFi Connection Troubleshooting

When troubleshooting an issue with your modem, you may need to restart the device. You can do so online with a modem restart.

If the modem restart doesn’t work, below are some solutions you can try if you have a problem connecting or staying connected to XFINITY Internet:

  • Connecting to the Internet
  • Connecting Your Devices to WiFi
  • Connecting to the Wireless Network for Windows 7 and Mac
  • Improving Your Connection or WiFi Signal Strength

Connecting to the Internet

If you are prompted to create a WiFi name and password for your home WiFi network while browsing the Internet, follow the instructions provided on-screen. Learn more about personalizing your WiFi name and password during activation.

If you have no Internet connectivity at all, begin by trying these basic troubleshooting methods to restore your connection:

  1. Have you activated your new device or your service for the first time? If so, read about activating a Wireless Gateway.
  2. Check a few apps or websites to make sure the connection issue is not specific to one particular app or site.
  3. If all apps and sites can’t connect to the Internet, first, make sure the cabled connections for your modem or Wireless Gateway, including the power supply, are secure. Next, you can check for outages on your mobile phone with the XFINITY My Account app.
  4. You may not have access to the Internet if your account is past due. Make sure your account is up-to-date on payments by using the XFINITY My Account app.
  5. If you have tried each of these basic troubleshooting steps and are still unable to connect, unplug your modem or Wireless Gateway, wait a minute, and then plug it back in. This is called powercycling and can resolve most connection issues. If you have a Wireless Gateway, you can also restart it remotely using the XFINITY My Account app. Sign in and tap Internet and then Restart Device. To confirm if you have a Wireless Gateway, read an overview on Wireless Gateways. Reviewing instructions on rebooting a router, modem, or Wireless Gateway may also be helpful.

Connecting Your Devices to WiFi

If you have attempted the basic troubleshooting steps and are still unable to connect, it may be due to a more specific issue. If you have no Internet connectivity:

  • Because you forget your WiFi network name (sometimes called an “SSID”) or password, then:
    • You can retrieve this information on the XFINITY My Account app if you have a Wireless Gateway. Sign in, tap Internet and then Show WiFi settings.
  • Because you can’t connect a wireless device (e.g., smartphone, tablet) to your network, then:
    • Make sure you are connecting to the optimal network broadcast by your Wireless Gateway. The newest Gateways have two radio bands (2.4 GHz, 5 GHz) that broadcast SSIDs, and the Gateways can optimize the band to which you are connected if you make the bands’ network names (also called SSIDs) the same. You can customize your WiFi networks to bear the same name in the XFINITY My Account app. Learn more about the features and properties of the Wireless Gateway 2 and Wireless Gateway 3.
    • You might be accidentally connected to an XFINITY WiFi public access point (xfinitywifi or XFINITY) instead of your in-home WiFi network. You can learn how to prioritize networks by visiting the Connecting Your Devices page.
  • Because you are setting up a gaming console (such as a PlayStation or an Xbox) or Smart TV that can’t connect to the Internet, then:
    • You may need to configure some advanced settings to make sure your device can properly communicate with your Wireless Gateway. Your Wireless Gateway’s default firewall settings will enable it to interact with your gaming console; however, if you have changed your firewall settings, you will need to unblock certain ports to make sure your Gateway can communicate with your device. To do this, you can configure port forwarding or port triggering in the Admin Tool. Learn more about port forwarding and port triggering on the XFINITY Wireless Gateway.
  • Because you are setting up a new, stand-alone WiFi router that can’t connect, then:
    • Make sure your Wireless Gateway is in bridge mode in order to successfully connect to the Internet. To enable bridge mode, visit your Wireless Gateway’s Admin Tool (http://10.0.0.1) and log in using admin as the username and password as the password (both values are case-sensitive). Read about enabling and disabling bridge mode on a Wireless Gateway.
  • Because you don’t see your WiFi network’s name as an available option to connect, then:
    • Make sure you can connect to the network even if it is not broadcasting its network name.
    • For specific instructions on connecting to a network for Windows 7 and Apple computers, please see the Connecting to the Network for Windows 7 and Mac section.
  • And your connection problems impact your XFINITY Home service, then:
    • Read the troubleshooting steps for a Touchscreen Controller that lost network connection.

Connecting to the Wireless Network for Windows 7 and Mac

To make sure you can connect to the network even if it is not broadcasting its network name:

On a Windows 7 computer or laptop:

  1. Open the Network and Sharing Center by clicking the WiFi icon in the tray at the bottom right of your desktop screen and then Open Network and Sharing Center.
  2. Click Set up a new connection or network and Manually connect to a wireless network.
  3. Enter the network name, set the security type, enter the key (password) and be sure to check the box labeled Connect even if the network is not broadcasting so that it displays in your queue of available WiFi networks in the future.

On a Mac computer or laptop:

  1. Open your network preferences by clicking the WiFi icon in the tray at the top right of your desktop screen and then clicking Join Other Network or Create Network.
  2. Enter in the network name, set the security type, enter the key (password) and be sure to check the box labeled Remember this network so that it displays in your queue of available WiFi networks in the future.

Improving Your Connection or WiFi Signal StrengthIf your connection has slowed or seems to have stopped, or if your WiFi signal keeps dropping:

  • First, confirm that the cabling for your modem or Wireless Gateway is secured correctly. Make sure the coaxial cable is tightly connected to the wall outlet and to the jack on the back panel of your device. This will help resolve any potentially degraded signal being fed into your broadband device.
  • Next, test more than one connected device (e.g., smartphone, tablet) from the area in your home where you experience the poor or dropped WiFi signal.
    • If all devices lose the signal, the issue likely lies with your device. Disconnect the modem or Gateway’s power supply, wait a minute, then plug it back in and attempt to access the Internet once more.
    • If only one device loses the signal, the issue is likely with that device itself. Disconnect this WiFi-capable device from the Internet, reboot and reconnect to WiFi. Make sure your device is running the latest software update available for your client device’s operating system to ensure best performance.
  • Be sure to limit interference with your Wireless Gateway by placing your Gateway in an open area away from walls, furniture, metal surfaces, halogen/fluorescent lighting, microwaves and refrigerators, TVs, cordless phones, baby monitors and water heaters. Additionally, place your Wireless Gateway centrally in your home, elevated (off the floor) and in an upright position for best results. See some helpful tips for achieving a better WiFi network performance.
  • If you have a dual-band Wireless Gateway, make sure your Wireless Gateway’s SSIDs have the same name, so that the Gateway can seamlessly connect you to the network with the better range and stronger signal.
  • Check to make sure you are not connected to an XFINITY WiFi Hotspot (xfinitywifi or XFINITY) instead of your in-home WiFi network. If you are accidentally connected to an XFINITY WiFi Hotspot, visit the Connecting Your Devices page to learn more about how to prioritize your networks.
  • For very large homes, you can consider purchasing an extender to boost your WiFi signal. A wireless range extender takes the signal from your modem or Gateway and rebroadcasts it to create a greater range of wireless network coverage. If you wish to access the Internet on your WiFi network while at a significant distance from your modem or Gateway, getting a WiFi extender may be a helpful option. These devices are available for purchase at many retailers.

Get Better WiFi Network Performance

Once you have WiFi in your home, you’ll want to make sure you’re getting the most out of your connection. Always be mindful of the three main things that can impact the quality of your WiFi network:

  1. The placement of your WiFi equipment (your wireless gateway or router) in your home
  2. The performance of your WiFi equipment
  3. The devices that are connected to your WiFi network.

For more information, you can refer to XFINITY’s in-home WiFi tip sheet, or check out the rest of this article below.

  • Printable version of the in-home WiFi tip sheet.
  • Web-view version of the in-home WiFi tip sheet.

Wireless Gateway or Router Placement

You’ll want to find the ideal place for your wireless gateway or router to broadcast the strongest WiFi signal in your home. Make sure to place your wireless gateway or router in a central location of your home, preferably on the main floor instead of the attic or basement – near where you plan to spend the most time with your WiFi-connected devices. The closer you are to your wireless gateway or router, the better the WiFi quality can be.

Next, position your wireless gateway or router so that it is elevated (off of the floor) and upright. Keep it away from thick surfaces (e.g., concrete floors and walls) and other household electronics that may cause interference with the WiFi signal, such as baby monitors, cordless phones, microwave ovens, refrigerators and Bluetooth-connected devices. Also, try to avoid crowded areas, such as inside or behind furniture, like an entertainment console.

Wireless Gateway or Modem Performance

Rebooting (or restarting) your wireless gateway, modem or router is good for the equipment’s health and for your in-home WiFi performance. Doing this allows your equipment to update its software and optimizes your connection and speed, all while retaining your saved settings. This is similar to how rebooting your computer, laptop, smartphone or tablet is essential for maintaining performance as well. See instructions on how to restart your WiFi equipment.

Sometimes you may be connected to your wireless gateway’s public WiFi network (xfinitywifi), which can limit your WiFi speed. It’s helpful to confirm that you’re connected to the correct network, which you can easily check in a few different places. For more details, learn how to find or change your WiFi password.

If you happen to use a separate router along with your wireless gateway, make sure the wireless gateway is in bridge mode. Learn more about turning bridge mode on your wireless gateway on and off. You’ll also want to position the antennae of your router so that one is pointing vertically (12 o’clock), and the other one is pointing horizontally (either 3 or 9 o’clock) to broadcast the strongest signal.

Tips for Connected Devices

Whenever possible, plugging stationary WiFi-capable devices directly into your wireless gateway or router creates a more optimal experience for your other connected, handheld and mobile devices. For example, desktop computers, gaming consoles and video streaming devices make sense to be connected via Ethernet cable instead of wirelessly, especially when activities on those devices are taking up a lot of bandwidth (e.g., graphic-rich online gaming, movies or TV shows).

Older devices connected to your in-home WiFi network may slow down the Internet speed experienced on your other devices. As a result, you may want to disconnect or turn off older devices to improve overall WiFi performance. Newer devices connected to your network should be updated with the latest operating system or application versions.

Additional Tips

For details about staying connected to your in-home WiFi network, see how to troubleshoot XFINITY Internet or WiFi connection.

If you think your WiFi equipment is outdated, you can find out more about upgrading your wireless network equipment.