What Should I Do If My Xfinity Internet or TV Is Out?

Xfinity is one of the biggest internet service providers in the United States, but even so, sometimes the service simply isn’t running as efficiently as you may want it to. Of course, with such a large base of customers spanning 40+ states, a care network is set in place to help deal with that!

Xfinity deals with matters like these quite seriously, and their team is working around the clock to make sure that these occurrences are few and far between. There are a few reasons for this, though – it could be power outages in your area, your cable connections aren’t secure enough, or the outlet is damaged. 

Sometimes, it is also due to late payments that such hiccups occur. If you find their services, like Xfinity Internet or TV, not working, here are a few things you can do to fix it. 


Restarting your devices allows them to reset, and it is advised to do it often to allow all systems to run as smoothly and as efficiently as possible in the long-term. 


You can troubleshoot issues yourself, and to do that, you’ll need to install the free Xfinity app on your chosen device. Once that is all set, you’ll see an overview when you open the app. 

For this example, let’s pick Xfinity TV as the device that isn’t working. Once you open the app, click on the TV option that you’ll find at the bottom of the page, and you’ll see various devices linked to it. Tap on the one causing an issue and then select the ‘Troubleshoot’ option. 

You will get a list of steps to follow, and once you’ve done them all, your issue should be resolved, as this is something that solves 80% of most problems. The system will then check for potential issues, which may take a few seconds. 

Once that is completed, you’ll get a couple of options to troubleshoot, and you can either pick ‘System Refresh’ or ‘Restart a Single TV Box.’ The former will take a little longer to restart, whereas the latter will take just 5 minutes and will fix any slow performance problems. Whichever option you pick, your system should be good to go again in a short time! 

If, however, you need to troubleshoot the internet via the Xfinity app, the process is a bit different. Once you access the app on your device, scroll down to find an ‘Internet’ option. Once you’ve done that, click ‘Modem’ and ‘Troubleshoot Modem.’ Finally, you’ll be required to restart your device – which can take up to 6 or 7 minutes. 

Xfinity Customer Service

If all else fails, there’s always the 24/7 Xfinity customer service to assist and guide you. With a high rating among consumers when it comes to customer support, Xfinity’s team goes above and beyond! 

They provide not just help but also inform you of the best deals and bundles, according to your area so you never miss out on discounts. 

But in order to ensure a smoother process, here are some things to have ready, right before you place a call. 

Always have your Xfinity account number ready or memorized – you will be able to find this on your online billing statement in your Xfinity app. The other thing is your registered phone number with Xfinity as a customer representative might need to get in touch with you again for some details. 

They are available all days of the week via live chat, phone, email, and social media, so you can pick how to reach out to them. 

Report the Issue

If you don’t wish to follow any of the above methods, you can report the problem and let the professionals deal with it. 

To submit a report, visit the Xfinity Status Center and search for the ‘Check for Issues’ option. You’ll be asked to enter your phone number to get updates and then click on ‘Submit.’ Once the issue has been resolved, you’ll be notified via text. 

Maybe an Upgrade is in Order

The methods above should all help you restore your Xfinity internet or TV– but if you feel like you’re still unsatisfied, perhaps an upgrade can be considered. You can pair up your current plan with other add-ons to create a unique bundle or opt for a new one altogether. 

After all, Xfinity has many customization options and a good variety of service plans that are too good to pass up! You can contact Xfinity’s customer support to talk to an expert before deciding on a plan, or check out the various plans yourself at Xfinity’s website.  


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