Comcast and Xfinity are the same service — Xfinity is just Comcast's consumer brand. If your Comcast internet stopped working, this guide covers every fix from quick restarts to signal-level diagnostics.
Fix 1: Check for Comcast/Xfinity Outage
- Open Xfinity app on your phone (using mobile data)
- Go to Account → Internet → Check for outages
- Or visit status.xfinity.com or downdetector.com/status/comcast-xfinity
- If outage confirmed → wait for Comcast to fix it
- You can sign up for text notifications when service is restored
Fix 2: Restart Your Equipment
- Unplug the Xfinity gateway (or modem + router)
- Wait 60 seconds
- Plug back in → wait 10-15 minutes
- Or use the Xfinity app → Internet → Restart Gateway
- The app method sends a reset signal from Comcast's servers — more thorough
Fix 3: Check Cables
- Coaxial cable: Tight at wall and gateway. No kinks, bends, or damage
- Ethernet cable: If using separate router, check modem-to-router cable
- Power cable: Try different outlet — avoid power strips for the modem
- Replace any old or damaged cables
Fix 4: Check Comcast Account Status
- Log into xfinity.com/myaccount
- Check for overdue payments — service can be suspended for unpaid bills
- Check for data cap usage (1.2 TB default)
- Verify gateway is listed as active on your account
Fix 5: Run Xfinity App Diagnostics
- Open Xfinity app
- Go to Internet → Troubleshoot
- The app will automatically check signal levels, gateway status, and network health
- It can send a refresh signal to your modem
- Follow any recommended steps
Fix 6: Bypass Router — Test Modem Directly
- Connect a computer directly to the modem/gateway via Ethernet
- Restart the modem
- If internet works → your router is the issue
- If still no internet → modem or Comcast signal issue
Fix 7: Check Signal Levels
For Xfinity gateways, log into 10.0.0.1 (admin/password) and check signal levels:
| Signal | Good Range | Problem If |
|---|---|---|
| Downstream Power | -7 to +7 dBmV | Outside this range |
| Upstream Power | 35 to 49 dBmV | Above 50 dBmV |
| SNR (Signal-to-Noise) | Above 33 dB | Below 30 dB |
If signal levels are bad, a Comcast technician needs to check the line. This could be a bad splitter, damaged cable, or neighborhood node issue.
Fix 8: Replace Equipment
If your Comcast modem/gateway is old (3+ years), request a replacement. Visit a Comcast/Xfinity store or call 1-800-934-6489. Ask for the XB8 gateway (latest, WiFi 6E). If you own your modem, make sure it supports DOCSIS 3.1 for best speeds.
Frequently Asked Questions
Is Comcast the same as Xfinity?
Yes — Xfinity is the consumer brand name for Comcast's internet, TV, and phone services. Comcast is the parent company. When you search 'Comcast internet not working,' you're troubleshooting the same service as 'Xfinity internet not working.' The equipment, support numbers, and troubleshooting steps are identical.
Why is my Comcast internet not working?
Top causes: (1) Service outage — check status.xfinity.com, (2) Gateway/modem needs restart, (3) Coaxial cable issue, (4) Account suspended due to payment, (5) Overloaded gateway during peak hours, (6) Firmware update in progress. The Xfinity app can diagnose most issues automatically.
How do I check if Comcast has an outage?
3 ways: (1) Xfinity app → Account → Internet → Check for outages (use mobile data), (2) Visit status.xfinity.com or downdetector.com/status/comcast-xfinity, (3) Call 1-800-XFINITY — the automated system will tell you if there's a known outage. Outages during storms are common.
How do I get Comcast to fix my internet?
Options: (1) Run diagnostics via Xfinity app first — it can restart equipment remotely, (2) Call 1-800-934-6489, (3) Chat at xfinity.com/support, (4) Schedule a technician visit (free if the issue is on Comcast's end). If you've been having repeated issues, ask about credits on your bill.
My Comcast modem keeps resetting — what do I do?
Frequent modem resets indicate: (1) Overheating — ensure proper ventilation, (2) Signal issues — weak or noisy signal from the cable line, (3) Failing hardware — request a replacement from Comcast, (4) Firmware bug — Comcast pushes firmware updates that sometimes cause issues. Call and ask for a signal level check.
Comcast Still Not Working?
Our technicians can diagnose Comcast connection issues remotely.