What do I do if my Xfinity TV or internet is out?

Can't figure out why your cable or internet from Xfinity isn't working? Follow these steps to check for a service outage and we'll help you get it back up and running.

Jeff Whelpley is the editor / author responsible for this content.
Jul 9, 2019

If you are having problems with your Xfinity TV or internet, it is possible to resolve them in a few simple steps. Before you attempt to fix them or contact Xfinity for help, you must ensure that there is no problem in your area. If there is a service outage in your area, you have to wait it out. If there is a red status in your area, it means that there is a service outage and Xfinity is working to resolve it. If you are sure that there is no problem in your area, you can follow these steps to fix the problem.

Using the Outage Map to Check for Service Issues

Service issues in your area may occur due to regular upgrades and maintenance. The outage map makes it possible for you to know if there are any service problems in your area. Use your Xfinity username and password to sign in to the Comcast Outage Map and Xfinity Center.

The map shows the status of your service areas and outages in the nearby areas. The map does not display the status of other areas. It will only display the status of your area. From the map, you can identify if you are in an outage, the estimated time of resolving the problem, and the outage type.

Check Your Power and Connections of Your Devices

This is an obvious step so it is easy to forget. Ensure that all your devices are plugged in properly and that the outlets are working well. The fuse should not have been blown.

If you have hooked your TV to a DVD player, VCR, or TV Box, ensure that it is on the right channel.

Late payments may be another reason for the problem. Ensure that your payments are always up to date.

Do not forget to put batteries in your remote.

Restart Your Devices

Restarting your devices may help you fix the problem. If all your devices are connected, restarting them may improve your internet connection.

Gather Information

If your attempts to fix the problem are futile, you may need to contact Xfinity support team for help. Before contacting them, you must have all the necessary information.

If you are using a TV Box, ensure that the channel number is lit on your channel window. If there is a '0' in the channel window of your digital TV Box, the box is unable to receive information.

If you have other TVs, check if they also have the same problem. If your Xfinity TV does not work on all of your TVs, you may need to report the problem.

Trouble-Shooting Xfinity Internet Problems

Before contacting the support team for help, consider basic troubleshooting tips at home. You may be able to solve the problem without their help. Troubleshooting tips include the following;

  1. Ensure that you are connected to the network. You can do that by signing name using your WiFi information or using an Ethernet cable. If you are asked to create a unique WiFi name and password, you will be provided with a guideline.
  2. If your connection is strong, reboot your modem by unplugging the capable and plugging it back in after a few minutes. Your connectivity should be restored in a few minutes. You may also reboot your modem using the Xfinity My Account app.

If you are unable to solve your Xfinity TV or internet problems, you may need to contact the Xfinity support team. If there is no service outage in your area, they will help you identify the cause of your problem and come up with helpful solutions.

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Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.
What do I do if my Xfinity TV or internet is out?

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