Troubleshoot XFINITY WiFi connectivity

Updated 4/8/2014 8:56:59 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.

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 the modem and access point are plugged into a working outlet and are receiving power.

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

·     Coax cable into back of the modem

·     Ethernet cable from modem to access point

Rebooting your modem and access point

Powercycling (rebooting) the modem and access point will solve most connection issues. To powercycle the devices, follow these steps:

  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 the modem and access point.

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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