Find out if it's a network outage or something you can control.
by Chili Palmer
May 22, 2024 Share
Brand Guides
Xfinity home internet is usually fast and reliable, but unexpected outages and slowdowns can really wreck your day. Sometimes you can fix your connectivity problem by checking your equipment, cables, and account.
If that doesn’t work, we’ll give you a few ways to check your network status. You’ll also learn where to report outages and how to get back online. Then, we’ll cover what causes Xfinity outages and offer some insider info on recent upgrades to Xfinity tech.
Is your Xfinity internet down again?
If you are tired of frequent problems with Xfinity home internet service, it may be time to switch providers.
Jump to: Troubleshooting tips |Refund information |Get online without Xfinity Fiber |Leave a review |What other Xfinity customers say | Xfinity TV outages | Xfinity mobile outages |Compare Xfinity fiber cable internet | Xfinity X-Class | Xfinity outage FAQ
Jump to:
- Troubleshooting tips
- Refund information
- Get online without Xfinity Fiber
- Leave a review
- What other Xfinity customers say
- Xfinity TV outages
- Xfinity mobile outages
- Compare Xfinity fiber cable internet
- Xfinity X-Class
- Xfinity outage FAQ
How to find out if Xfinity internet is down
The first sign your internet is down is a page or app not loading. You might get an error box, a spinning circle of death, or a smart speaker that says, “Sorry, your device is offline.”
When this happens, don’t panic. Instead, follow the steps below to troubleshoot and get back online as quickly as possible.
Step 1: Check other sites, apps, browsers, or devices
If you can’t load a certain webpage, try navigating to a different one. We love news sites for this, because they’re updated often, so your browser won’t accidentally load a cached version of the page. If that second page works, you know it’s a problem with the original site and not your connection. Try clearing your cache and updating your browser.
If you can’t get any page to load, try using a different browser. If you’re in Chrome on a PC, for example, try Firefox. If you’re in Safari on a Macbook or iPhone, try Chrome.
If no browsers are working on your device, try switching devices. Devices like desktop computers or gaming consoles that are hardwired via Ethernet are best. If you don’t have that option, try any device over Wi-Fi. You may not have a second laptop to try, but you probably have a smart home device or gaming console that might work.
If any of these steps fix your problem, you’ve got an issue with your home connection rather than a widespread outage. Check out these resources for helpful tips.
- How To Fix Internet Connection Issues
- How To Fix Common Wi-Fi Problems
- Why Your Xfinity Internet Is Slow (and How to Improve It)
Step 2: Check lights
If you can’t get Wi-Fi or Ethernet working, head to your gateway or modem and router and take a look at the lights. If you’re using Xfinity gear, you can also check your account to see what equipment you have and see what the lights mean. If you’re using your own gear, there might be an app from your manufacturer that can help you decode the lights.
Check out this equipment resource from Xfinity and this guide on modem and router lights from our expert library.
This step is also a good time to make sure all your cords, plugs, and ports are in good condition. Because no matter how good the internet is when it gets into your home, it can easily run into connection problems from a worn out cable or bent wire inside a coax plug.
Step 3: Reboot or power cycle all your gear
You’ve heard it before, and you’ll hear it again. If you have an internet connection problem, try turning off all your devices and then turning them back on again. This will clear out a lot of unresolved errors in the software and give you a fresh start. Most router apps (and the Xfinity app itself) will let you restart your Wi-Fi gear remotely.
If a simple restart doesn’t work, perform a complete power cycle: Disconnect your device, modem and router combo, or gateway from electrical outlets and batteries. Then, wait 60 seconds before reconnecting everything and powering it back on.
Pro tip: Avoid the reset button
Unless you’re a home networking pro, don’t use the manual reset buttons on your equipment. It’ll restore factory defaults, meaning you’ll have to set up your whole network again. If rebooting your equipment doesn’t work and you’re using gear from Xfinity, call customer service or get help in the app.
Learn when to reset your equipment
Step 4: Check the app or online outage trackers
If your router or gateway isn’t connecting, your internet provider could be down. To make sure, you can check whether an outage has been reported. If you don’t have the Xfinity app on your smartphone already, you can get it from Google Play or the App Store, or by texting “APP” to 266278.
You could also check the Xfinity Status Center or online outage trackers such as Downdetector by Ookla or Is The Service Down?
Other customers may also be able to help. Sometimes, they report outages faster than internet service providers (like Xfinity) report them. If you’re having an issue with your Xfinity home network, check out r/Comcast_Xfinity on Reddit, @XfinitySupport on X (formerly Twitter), or the Xfinity page on Facebook. Local Reddit threads and Facebook groups may also have up-to-the-minute info.
Step 5: Take a look outside
Even if no outages have been reported, you could still have an outage at your address. If you suspect that’s the case, step outside and look for construction crews. You might see an Xfinity crew working on a problem already, or notice a construction crew that may have cut an important cable.
You could also ask your neighbors who have Xfinity if their network is down.
Pro tip: Try the Xfinity hotspot hack
If you don’t know your neighbors (or just don’t want to chat with them), you can still find out if they have service. Just look for the Xfinity hotspot network in your device’s Wi-Fi list.
This works because the default settings for Wi-Fi gear from Xfinity automatically create guest networks other Xfinity customers can use. If you can find and sign into one of those networks, you are probably looking at a problem at your residence and not a network outage.
Get more details about guest networks from Xfinity.
Step 6: Call Xfinity customer service
If nothing else works, call in. The number to report Xfinity outages is 1-800-Xfinity. You can also sign up for text message updates by adding your phone number to your Xfinity ID.
If you really don’t want to hop on your phone, you can try the Xfinity online chat feature. Be ready with your Xfinity login info, or you won’t get far.
With any of the methods listed above, it’s a good idea to check the status of your account. Sometimes your autopay stops working or there’s a billing mistake that has resulted in your service being turned off. If that’s the case, you’ll probably need to get a live human on the phone to help restore service.
Refunds for Xfinity outages
Xfinity does not provide refunds for weather-related home internet outages, but you may get a refund if the outage was due to something like network maintenance or a technical error caused by Xfinity personnel.
To find out if you’re due, pull up your bill by signing in to your account. You’ll see a “bill credits” section on page 3.
Since Xfinity provides service in dozens of states, the rules that apply to your account depend on where you live. This guide to Xfinity legal docs can help you find what applies in your situation.
How to get back online in an Xfinity outage
If you discover Xfinity is down at your home address, you have a few options to get back online. First, try using your smartphone as a Wi-Fi hotspot or tethering using a USB cable or Bluetooth. Mobile hotspots work well too, but not everyone has one.
If you can’t use your mobile network to get online and you have access to transportation, look for free public hotspots or an Xfinity hotspot in a different neighborhood. Libraries are a good place to start—they even have computers, and many let you check out mobile hotspots. You can also try restaurants, coffee shops, transit stations, and government buildings.
Tips for using public Wi-Fi safely
- What Are Hotspots and How Do They Work?
- How To Find Free Public Wi-Fi Hotspots
- Mobile Hotspots vs. Phone Tethering
- How To Turn On Your Phone’s Wi-Fi Hotspot
- How To Use the Internet in a Power Outage
Tell us what you think about your Xfinity service
If you’re an active Xfinity customer, we want to hear from you! Sharing your experience helps us improve our recommendations and helps other customers decide whether it’s time to switch internet providers.
Write an Xfinity Review | Read Xfinity Reviews
What other Xfinity customers say
Xfinity used to have a less-than-stellar reputation for customer experience, but it seems to be improving. When we asked customers about their Xfinity service in 2023, responses were mixed. Most folks were happy with the service, many were pleased with its reliability, and almost all had good things to say about their internet speeds.
Among internet providers overall, Xfinity landed smack in the middle as a solid 7 out of 15. Xfinity scored higher than fellow cable internet giants Spectrum and Cox, but it scored lower than many of the most well-known fiber internet providers like Google Fiber and Verizon. It tied with fiber internet provider AT&T (one of its biggest competitors).
Xfinity customer survey scores*
| Provider | Overall Satisfaction | Speed | Price | Reliability | Customer Service |
|---|---|---|---|---|---|
| 3.9 | 4 | 3.5 | 3.9 | 3.7 | |
| 3.9 | 3.9 | 3.7 | 3.8 | 3.8 | |
| 4.1 | 4 | 4.1 | 3.9 | 4.1 | |
| 4.3 | 4.3 | 4 | 4.3 | 4.2 |
*Ratings based on a five point system used in our Customer Satisfaction Survey. Higher is better.
In addition to asking customers to rate Xfinity, we asked them for their honest reviews of the service.
Quotes from customers
There have been a few outages of an hour or so.The other problem was a faulty cable the problem was resolved same day. All around the service has been good.
They could provide better speed and reliability. Often the internet will go out for no reason for up to 10–15 minutes. Other times it will become very slow.
Xfinity is very good at keeping our internet working. If there is an outage, they quickly repair it and get us back online.
Xfinity has failed to deliver in many ways. The service is very poor, with outages and slow speeds being the norm. In addition, customer service has been poor, with unhelpful troubleshooting that fails to resolve problems.
Sourced from customers in all regions of the United States as part of the 2023 Customer Satisfaction Survey. We did not collect names or personal info.
Customer-reported outage and slowdown info
Xfinity doesn’t publish info about overall network uptime, but we know some neighborhoods have more outages than others. We figured out average downtimes by asking folks around the country how often outages occurred for them.
Customer data on Xfinity outages
*Sourced from the 2023 Customer Satisfaction Survey.
Customer data on Xfinity internet slowdowns
We also gleaned some data about real-world slowdowns. This metric is important for cable internet providers like Xfinity because they are more prone to congestion-related troubles. Here’s what we learned.
*Sourced from the 2023 Customer Satisfaction Survey.
Read Our Expert Xfinity Review
Xfinity TV outages
If your Xfinity internet is down, your Xfinity TV will be down too. That’s because Xfinity internet and cable TV use the same technology. If you have just Xfinity TV, you can check for an outage using the same troubleshooting steps we listed above.
Different rules around cable TV outages apply in each state, but there’s good news for folks in Connecticut, Maine, and New York. If you lose your video service, you may be eligible for a prorated refund.
Xfinity mobile outages
Xfinity bundles its home internet and cable television service with mobile phone service. However, its mobile services use a different tech type to get you online. That means there’s a good chance you will still be able to connect via 4G LTE or even 5G if your home internet and TV are down.
If you can’t connect with your home internet, TV, or Xfinity mobile phone, your problem is most likely a billing issue. Call 1-800-Xfinity or find an Xfinity store near you for help.
Do you have another option for internet service?
How Xfinity compares
Xfinity is the largest cable internet provider in the US, reaching more than a third of all homes and businesses in the country. That means it competes with many different internet providers. What’s available to you depends on where you live.
AT&T vs. Xfinity
You might get a choice between in some of the nation’s biggest cities, including San Francisco, Houston, Miami, Memphis, Nashville, Atlanta, and Jacksonville, Florida. AT&T offers faster speeds and unlimited data, but we like Xfinity’s cheaper plans for small households.
CenturyLink vs. Xfinity
CenturyLink sells fiber internet under the Quantum Fiber name in some areas that overlap with Xfinity cable internet service areas, mainly in New Mexico, the Wasatch Front, Denver, Florida, and Minnesota. In rural areas, CenturyLink DSL is the more likely Xfinity alternative.
In almost all cases, we recommend Quantum Fiber over Xfinity and Xfinity over CenturyLink. Among the three options, monthly pricing for good-enough speeds is about even.
Verizon vs. Xfinity
Verizon Fios internet—the company’s fiber offering—is exclusive to states in the Northeast, including Pennsylvania, Maryland, Washington, Virginia, Philadelphia, New Jersey, New York, and Massachusetts.
In some of those areas, Verizon Fios and Xfinity compete head-to-head. Xfinity is cheaper, but Fios is better if you can get it. We recommend taking advantage of Fios unless you are a light user (think just emails, streaming in HD and browsing) and you can get away with one of Xfinity’s cheapest plans.
Frontier vs. Xfinity
In most areas where Frontier competes with Xfinity, you’re looking at Frontier DSL versus Xfinity cable. If that’s your situation, Xfinity is more budget friendly, a lot faster, and more reliable—but Frontier has the perk of unlimited data. Xfinity will almost always be a better choice than DSL.
If you can get fiber internet from Frontier, you’re in luck! In that case, we would opt for Xfinity if you’re a light user, because prices are lower. If you have a big home or need fast upload speeds, though, go with Frontier.
Google Fiber vs. Xfinity
Google Fiber has a tiny footprint compared to Xfinity, but there’s some overlap in Utah, Georgia, Texas, and Missouri. GFiber beats Xfinity for better customer ratings, but it has no true budget options. That said, GFiber’s speed, reliability, and free equipment can’t be beat.
| Provider | Customer rating* | Cheapest plan | Max download speed | Internet type | Order online |
|---|---|---|---|---|---|
| 8 | $20.00/mo.† | 100Mbps | Cable | ViewPlans for Xfinity | |
| 8.1 | $55.00/mo.‡ | 300Mbps | Fiber |
| |
 | 7.3 | $30.00/mo.§ | 200Mbps | Fiber | ViewPlans for CenturyLink |
 | 8.3 | $49.99/mo.‖ | 300Mbps | Fiber | ViewPlans for Verizon Home Internet |
| 7.3 | $49.99/mo.‖# | 500Mbps | Fiber | ViewPlans for Frontier | |
| 9.3 | $70.00/mo.** | 1,000Mbps | Fiber | ViewPlans for Google Fiber |
Data as of Feb. 22, 2024. Max download speeds listed apply to lowest-priced plans, but higher-priced plans may offer faster speeds.
*Ratings based on a 10-point system used in our 2024 Customer Satisfaction Survey. Higher is better. Plan availability varies by location.
See disclaimers.
Xfinity tech upgrades: X-Class and Storm-Ready WiFi
Xfinity is a massive cable internet provider, but it’s facing fierce competition from fiber-to-the-home options such as and 5G internet options like T-Mobile. To keep up, Xfinity is making some big changes on the back end. Customers will still have a coax cable from the street to their house, but tech behind the scenes is getting a major makeover.
If all goes as planned with the Xfinity X-Class rollout, customers may see short outages during neighborhood upgrades over the next few years. When it’s all done, though, they’ll benefit from multigigabit upload and download speeds that rival what fiber can offer. It will be a lot faster and more reliable than 5G, too.
Sign up for planned outage updates from Xfinity.
More about cable internet tech
- What is Xfinity C-Class?
- Xfinity 10G Internet Is Coming. Here’s How To Get It.
- 5G Home Internet vs. Cable: Which Is Right for You?
- DSL vs. Cable Internet: Speeds and Plans
- Cable vs. Fiber: Which One Is Better?
FAQ about Xfinity
Why does Xfinity keep having outages?
Xfinity outages can be caused by bad weather, power outages, cut fiber lines in the wider network, and much more. Multiple short but frequent outages, however, are likely caused by one of two things: Network upgrades in your neighborhood or faulty equipment or wiring at your home.
If the outages are related to upgrades, check your My Xfinity app for more info. If you don’t see any outage notifications there, call customer service to see if you can get a technician to check your cable lines or replace your Wi-Fi equipment.
How long do Xfinity outages last?
The length of an Xfinity outage depends on its cause. Fiber line cuts in your neighborhood, for example, can take eight or more hours to repair. If the power went out during a storm, you’ll have to wait for power restoration plus the return of safe conditions before Xfinity crews can start repairs. If the problem is just an account issue or upgrade-related outage, though, the problem could be resolved quickly. You can get updates from Xfinity in the My Xfinity app or via text message by adding your phone number to your Xfinity ID.
How can I repor an Xfinity outage?
The best way to report an Xfinity outage is to call the company’s customer service line at 1-800-Xfinity. You can also use the Xfinity online chat feature. Either way, keep your Xfinity login info within reach because that’s the first thing the rep or chatbot will need.
Disclaimers
Xfinity
† For 12 months. No term contract. Taxes and equipment not included. Includes $10/mo automatic payments and paperless billing discount. Prices may vary by location.
AT&T
‡ Price after $5/mo Autopay & Paperless bill discount (w/in 2 bills). Plus taxes & fees. Monthly State Cost Recovery Charge in TX, OH, NV applies. One time install chrg may apply. Ltd. avail/areas. Call or go to www.fiber.att.com to see if you qualify.
CenturyLink
§ Service is not available everywhere. Offer is available to qualifying customers only. Limited time offer. Paperless billing required. Additional taxes, fees, and surcharges apply.
Verizon
‖ Price per month with Auto Pay & without select 5G mobile plans. Fios plan prices include taxes & fees
Frontier
# w/ Auto Pay & Paperless Bill. Max wired speed 500/500 Mbps. Wi-Fi, actual & average speeds vary. One-time charges apply.
Google Fiber
**Plus taxes and fees. Upload/download speed and device streaming claims are based on maximum wired speeds. Actual Internet speeds are not guaranteed and may vary based on factors such as hardware and software limitations, latency, packet loss, etc.
Xfinity vs. Frontier: Which Internet Provider Is Best for You?
Author - Chili Palmer
Chili Palmer covers breaking news, satellite internet, mobile connectivity, and streaming services for HighSpeedInternet.com. Previously writing under the name Rebecca Palmer, Chili is passionate about providing accurate and accessible information any time you're trying to connect … whether you already speak geek or just got your first smartphone.
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