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 ( 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.


Cybersecurity Tips from GCHQ

Yes, you’ve scared us. Now what do we do?’ That’s the question GCHQ’s director general of cybersecurity, Ciaran Martin, has found himself facing a lot, as the agency expands from protecting government and military assets to advising British businesses on how to protect themselves.

Accept the inevitable

The first thing to accept is that you can never stop all attacks. “The sheer scale of hostile activity on many organisations means that, eventually, some will get through,” Martin says. “What’s important is how you manage those.” That goes even for the most security-sensitive of institutions: between 2010 and 2013 the Ministry of Defence suffered 3,892 security breaches, both physical and cyber-related.

GCHQ’s own website, which suffers frequent DDoS attacks, was on one occasion taken down for several hours. “You need a playbook ready for how you will react when an incident occurs,” says Martin. “You may not be able to hold off a breach but, by having procedures in place, you can quarantine them, isolate the damage and keep the organisation running.”

Protect what’s really important

Bearing in mind that breaches are inevitable, it’s important to decide what can be sacrificed. “I’ve been a government official for 20 years and when I started the culture was about protecting absolutely all information,” Martin says. “Now we have to take a much more risk-based approach, figuring out what is important and why.” He points to the takedown of GCHQ’s website as an example. “Although I’d prefer that hadn’t happened, it is not business critical to this organisation,” he says. “That was very far from a disaster. There are risks in my organisation that could have much more impact, so I spend much more attention, much more money and employ far more people on those.”

Guard your interior

The fundamental weakness of any wall, whether in the physical world or the cyber, is that it still needs to allow legitimate traffic in and out. “Perimeter defence is just about rising the barrier for entry into your system so that you’re not an easy target,” Martin says. But as all walls can be breached, so relying on perimeter defence alone is insufficient. “You need both perimeter defence and active internal monitoring to look for spikes, or unusual patterns of activity,” he continues. “In some of the most well-known compromises, something as simple as monitoring the use of power on a network could have caught them.”


A tactic private companies are increasingly adopting from intelligence agencies is to attempt to use data collection and analysis to predict attacks before they occur. But to access the data needed for real, useful insight, collaboration will be essential. “There needs to be information sharing between companies who are normally competitors.” Martin says. “The financial sector has made great strides because they face a measurable financial threat every day, so they’ve set aside commercial rivalries to pool their data. And because they’re of a sufficient size they’ve been able to build systems that can process all this. Once you have access to this data, having systems actually able to make use of it is a key constraint.”

An organisation’s greatest weakness is increasingly not technological, but human. “System administrators are your key vulnerability,” Martin points out. “If they’re compromised then systems like encryption offer no further protection.” Yet malicious insider activity is less of a threat than accidental breaches. “People need to upskill significantly in cyber security, so being punitive isn’t always the best response ” Martin says. “It’s more important to focus on making procedures simple and accessible. We estimated that if you took all the advice about complex passwords, for the average number of systems that a person needs access to, it’s the equivalent of asking them to remember 660 digits every month. It’s better to design systems that may be mathematically less secure in the abstract, but are a lot more likely to actually be implemented to a decent standard.

Make Wifi More Stable At Home

Stable, strongWiFi at home is a covetous thing. A reliable internet connection is no longer a frivolous wish, but an increasingly necessary tool for many people’s professional and personal lives. And, of course, it’s just plain frustrating to pay a hefty monthly fee for a mediocre connection. So what can you do if your home WiFi is pretty lackluster? Luckily, you don’t necessarily need to pay more for a premium internet package to improve your current connection.

A number of factors beyond our control affect our WiFi signals, such as the area you live in (rural vs. urban, for example), available service providers, and even geographical features like mountain ranges or valleys. But while those issues are hard to change, you can make some changes at home to improve what you have. You might even live in an area with typically sturdy WiFi, but have accidentally sabotaged your own connection by giving your router a less than ideal set-up.

StarHub created a video with a short list of five simple tips and tricks to boost your home WiFi connection’s range orsignal strength.Here are the tips themselves, and you can check out the actual video below the list!

1. Get your router high

…No, not like that. People’s favorite place to put their router— on the floor, in the corner of their living room or home office— is actuallypretty terrible. You know how people sometimes hold their cell phones above their heads to try and get a stronger signal?They’ve got the right idea. Your router should be mounted somewhere high off the ground, and in the center of your house to reach all ends equally.

2. Personal space

Think of your router like you woulda person who doesn’t like their personal space being invaded. Keep clutter away from the router (this will be easy if you do the suggestion above!). You also might want to see if any other devices or appliances near or next to your router are causing signal disruption. Microwaves, home phone sets, and even wires can interfere with your WiFi signal strength.

3. DIY modify

You can also try a simple do-it-yourself modification using a soda can. Cut the bottom of an empty soda can off, then cut the can lengthwiseto the top. Then, cut around the top in one direction and then in the opposite direction, leaving a little bit connecting the top to the can’s (now unfurled) body. Stick the router’s antenna through the hole in the top used to drink out of, and arrange the cut-out body so it looks a bit like a sail.

Keep in mind that people have reported varying levels of success with this trick, with some people claiming it had no perceivable effect. Still, it’s worth a shot for a small increase in signal strength.

4. Extend it

Not into DIY? Buy your way to farther-reachingWiFi. You can purchase WiFi extenderswhich will increasethe range of your signal. It does this by picking up your router’s signal and then rebroadcasting it, thus artificially extending its range. However, doing so usually decreases the strength of the signal, sothis is a solution for people who have a strong signal but a short range.

5. Go 2 for 1

There are some instances where more does not equal better, but happily this isn’t one of them! Having not one, but tworouters in your home will indeed increase the amount of signalsaround you and potentially solve your WiFi woes. Since there are plenty of affordable WiFi routers out there, this solution is both simple and low-cost.

Secure Those IoT devices

As more and more Internet-connected devices find their way into our homes and businesses, it’s important to remember that they represent a security risk. The Internet of Things (IoT) is growing rapidly, and in the rush for convenience, our privacy and safety is often an afterthought. Leaving them unsecured is the digital equivalent of leaving the back door unlocked.

There are 5.5 million new things getting connected every day in 2016, as we head toward more than 20 billion by 2020, according to Gartner. That’s an awful lot of devices. They might bring all sorts of handy new features, but, whether it’s the latest cutting-edge baby monitor or a wireless doorbell camera that links to your phone, it’s also a network-connected computer and should be treated as such. Here are eight tips to help you secure those IoT devices.

1. Don’t connect your devices unless you need to.
The first step is to consider what functionality you need from the device. Just because your TV or fridge can connect to the internet, doesn’t mean you definitely want to hook it up. Take a good look at the features it offers and learn exactly what internet connectivity brings before you connect.

2. Create a separate network.
Many Wi-Fi routers support guest networking so that visitors can connect to your network without gaining access to shared files or networked devices. This kind of separation also works well for IoT devices that have questionable security.

3. Pick good passwords and a different password for every device.
It’s very important to pick strong passwords, but you must also make sure that you pick a different password for every device. If a hacker manages to get one of your passwords, they will typically try it with other services and devices. Reusing passwords is not a good idea. Use a password manager to keep track of all your passwords.

4. Turn off Universal Plug and Play (UPnP). Sadly, UPnP can make routers, printers, cameras and other devices vulnerable to attack. It’s designed to make it easier to network devices without configuration by helping them automatically discover each other. The problem is that hackers can also potentially discover them from beyond your local network because of vulnerabilities in the UPnP protocol. Is best to turn UPnP off completely.

5. Make sure you have the latest firmware.
If you want to make sure you have the latest security patches and reduce the chances of a successful attack, then you need to keep your firmware fully updated. Vulnerabilities and exploits will be fixed as they emerge, so your IoT devices and your router need to be regularly updated. Automate this wherever possible or set a schedule to check for updates every three months or so.

6. Be wary of cloud services.
A lot of IoT devices rely on cloud services, but the requirement for an internet connection in order for something to function can be a real problem. Not only will it not work when the network is down, but it may also be syncing sensitive data or offering another potential route into your home. Make sure you read up on the provider’s privacy policy and look for reassurances about encryption and data protection.

7. Keep personal devices out of the workplace.
Don’t take your personal IoT devices to work. There are lots of potential security concerns for wearables. Every enterprise should have a clear BYOD policy, and it’s often a good idea to prohibit personal IoT devices from connecting to the network, or at least limit them to a guest network.

8. Track and assess devices.
Businesses need to track everything connected to the network and monitor the flow of traffic. Devices need to be assessed to determine the level of access they should have, to keep them fully patched and up to date, and to protect data end-to-end to preserve its integrity. Unknown devices should flag an alert. Understanding which devices are connected and what they’re doing is a prerequisite for proper security.

If you’re dealing with sensitive data or you’re concerned about privacy, then make sure you have a long hard look at the IoT devices you’re considering. What security protocols do they support? How easy are they to patch? Do the providers have a proper privacy policy? It’s not safe to assume they’re secure because all too often they simply aren’t.