Troubleshoot XFINITY WiFi connectivity

Updated 6/2/2014 5:39:06 PM by Comcast Expert
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Introduction

If your patrons and guests are having trouble connecting, staying connected or experiencing issues with your XFINITY WiFi hosted hotspot, utilize these troubleshooting recommendations to resolve the issue. These recommendations cover both single-device (Business Wireless Gateway) and multiple-device (modem + access point) XFINITY WiFi hotspots.

Note: Comcast Business Internet customers can log into any XFINITY WiFi hotspot with their Comcast Business Online Account email address and password.

Basic troubleshooting

1.    Verify that your devices are plugged into a working outlet and are receiving power.  

a. For a single device WiFi hotspot (BWG) – ensure that the power cable is securely connected between the device and the outlet / verify the device is receiving power by checking the power light on the front of the device.
b. For a multiple device WiFi hotspot (modem + access point) – ensure that the power cable is securely connected between the device and the outlet for both devices / verify both devices are receiving power by checking the power lights on the front of the devices.


2.    Ensure that all physical connections are attached and secure.

a. For a single device WiFi hotspot (Comcast Business BWG) – ensure that the coax cable is securely connected into the back of the BWG device.
b. For a multiple device WiFi hotspot (modem + access point) – ensure that both the coax cable is securely connected into the back of the modem and that the Ethernet cable is securely connected between the modem and the access point.

Rebooting your Comcast Business device(s)

Powercycling (rebooting) your Comcast Business device(s) will solve most connection issues. To powercycle your device(s)s, follow these steps:


For the Business Wireless Gateway:

  1. Power off the BWG by unplugging it from the power outlet. (Note: When powering off the device, do not press the reset button.)

  2. Power on the BWG by plugging it back into the power outlet. Wait two minutes until it is completely restarted before moving on to the next step.

  3. Look for the xfinitywifi network name on your WiFi enabled device.

  4. Connect to the xfinitywifi network and open your web browser.

  5. If you are able to connect to the Internet or if your browser is redirected to the following screen, your service is running correctly.

For a modem and access point:

  1. Power off the modem by unplugging it from the power outlet (Note: When powering off your modem, do not press the reset button)

  2. Power off the access point by unplugging it from the power outlet.

  3. Power on the modem. Wait two minutes until it is completely restarted before moving on to Step 4.

  4. Power on the access point. Wait two minutes until it is completely restarted before moving on to Step 5.

  5. Look for the xfinitywifi network name on your WiFi enabled device.

  6. Connect to the xfinitywifi network and open your web browser.

  7. If you are able to connect to the Internet or if your browser is redirected to the following screen, your service is running correctly.

Desktop sign-in pageMobile sign-in page

If you are still unable to connect to the “xfinitywifi” SSID, follow the steps listed below to reset your device(s).

Resetting your Comcast Business device(s)

Resetting your Business Wireless Gateway

  1. Hard reset the BWG by using a small object (paper clip or pin) to hold in the reset button on the back of the device.

  2. Hold the reset button for 2-5 seconds only and release to restart the device. (Note: When resetting your BWG, do not hold the reset button for more than 15 seconds. Holding the button for more than 15 seconds will perform a factory reset and will restore all factory default settings.)

  3. Wait two minutes to allow the BWG device to completely restart before moving on to the next step.

  4. Look for the xfinitywifi network name on your WiFi enabled device

  5. Connect to the xfinitywifi network and open your web browswer

  6. If you are able to connect to the Internet or if your browser is redirected to the following screen, your service is running correctly.


Resetting your modem and access point

  1. Hard reset the modem by using a small object (paper clip or pin) to hold in the reset button on the back of the modem

  2. Hold the reset button for 30 seconds until all the LED lights power off and wait two minutes

  3. Hard reset the access point by using a small object (paper clip or pin) to hold in the reset button on the back of the access point

  4. Hold the reset button for 30 seconds until all the LED lights power off and wait two minutes

  5. Look for the xfinitywifi network name on your WiFi enabled device

  6. Connect to the xfinitywifi network and open your web browswer

  7. If you are able to connect to the Internet or if your browser is redirected to the following screen, your service is running correctly.

Desktop sign-in pageMobile sign-in page

If the above troubleshooting steps do not resolve your issue, contact Business Customer Support at 800-391-3000.


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