The absolute first thing Xfinity users need to do when they have the WiFi error “Connected, no Internet”, is to restart the router via th ase App, not the gateway device.
The Xfinity error that shows connected but no internet access on your app or wifi is almost always caused by a firewall or Xfinity issues, which are typically outside your control. Luckily, the solution is the same for each:
What are the steps to fix an Xfinity connection error? You can fix the Xfinity “Connected, but no Internet access” error by using the Xfinity App on your phone to restart your Wi-Fi Router.
If the issue still persists, then you’ll need to clear your cache. Finally check your Xfinity My Account Tab for any alerts you may not be aware of that could also unknowingly contribute to the problem.
Further in this post I will show you how to properly power cycle the router so Xfinity Wi-Fi can connect properly.
However, focusing on the solution, which is a proper gateway restart will almost always solve this issue. If it does not- then it’s time to call Xfinity (though, we have a few more tricks up our sleeve in this article).
If a restart via the Xfinity ‘My account’ app does not work, a chat via the My Xfinity app or support should be considered well before you decide to unplug and plug in the router power source.
It will take 8-10 minutes on average to fix the “connected but no internet” when following this guide.
Once you get you’re internet back on – It’s possible Xfinity is Throttling – you can see why your Xfinity internet is so slow in our guide.
- You may want to consider a third party router if you’re using the one Xfinity provided you with.
- If you need internet right this moment (Example: work, school, or critical meetings) you will want to try connecting to a mobile hotspot instead.
If a restart does not work, there are several alternative approaches we will provide in this article to fix the connected but no internet error for Xfinity Wifi via the Gateway (router and modem).
What is the error “Connect but no internet” on Xfinity App?
There are times when the Xfinity Gateway is connected and hooked up properly, but you don’t actually receive the internet.
A message on the Xfi Mobile app will say: “connected but has no internet access”. This indicates that your Xfinity network connection is functioning, however your particular gateway is incapable of providing internet to smart devices.
One of the main causes is largely outside of your control: existing servers have poor connection. Here are all the reasons why the “connected but has no internet access” occurs on Xfinity Wifi:
- Network issues from the service provider (most common and outside your control)
- DNS compatibility issues
- IP related issues
- Firewall failure from the service provider side
- Cache is not cleared
Whether you have one of these issues or all of them does not matter, because the solution is the same as you’ll see further in this post. Last resort options include replacing or upgrading the Xfinity Gateway as well as using a third-party route. However, this article will cover what else you can do so that those are your last options.
How to fix it when Xfinity WiFi is connected but has no internet access
Unbeknownst to many, the Xfinity Gateway is actually a very advanced device. It is a combination of a modem and router that is provided by Comcast Internet subscribers as a rental to access the Web.
You can begin by ensuring there’s no power outages, then moving onto restarting the Gateway device (the modem/router) through the Xfinity mobile app called ‘my account. If the issue still persists, then you’ll want to tap on the troubleshoot option which will automatically guide you through but Xfinity believes the problem and solution is.
The Xfinity app on your phone will show you right away if there are outages. Once you’ve confirmed sure that this isn’t the case, you’ll need to restart your Wi-Fi through your iPhone or Android app.
Whether your internet is 2.4 GHz or 5, it doesn’t matter –the solution is the same –because Xfinity combines both of these wifi into one connection unless you have it requested to be split
If the problem still occurs after the restart, then there are a few additional fixes that we’ll examine further in this article to try and fix the WiFi connection issue..
|Solution||Effective For||Time Needed|
|Restart your Xfinity Wifi two times||Router Malfunction||10 minutes|
|Ensure there are no Power Outages||Power outages (e.g. weather related)||A few minutes to a few hours|
|Clear the Cache||Oversized browser cache, DNS cache, and cache storage||5 minutes|
|Power Cycle WiFi Router||Router Malfunction||2 minutes|
|Disable any security software||security software malfunction||10 minutes|
|Check your wires and hardware connections||cord, splitter, cable or any other hardware malfunction||10 minutes|
|Run a ‘TraceRoute’ test||specific smart device or service malfunction||5 minutes|
|Replace and upgrade your Xfinity gateway (router or modem)||Router malfunction (can’t be fixed)||A few days|
|Use a Mobile Hotspot||Problem outside of your control||Instant|
|Run a Ping Test||Router troubleshooting method||5 minutes|
|Ensure your service is active (paid for)||Expired Xfinity WiFi subscription||10 minutes|
1. Restart your Xfinity Wifi two times
WiFi connectivity issues typically require restarting the Xfinity Gateway for the most immediate result. However, there is more than one way to restart a Xfinity gateway.
If you have a newer model Xfinity gateway, then the process shouldn’t take longer than 5 to 7 minutes.
- You can restart your Xfinity Wi-Fi Router using the Xfinity WiFi app on iPhone or Android phone.
- If you have a PC or Mac, you can login to your Xfinity account and restart the Gateway using your browser
- If neither of these work, use the ‘trouble shoot’ guide which is located within your Xfinity app.
- You can use Xfinity support chat to get help from an official Xfinity technician.
- Some users find unplugging the Xfinity gateway and plugging it back
- Comcast support phone support is many users last resort, but I’ve found results work best when I contact a local Comcast location rather than the global phone number.
It’s important to note that you won’t lose any data by doing this through Xfinity app or your browser. The above methods are far more effective than simply unplugging and plugging in the power source, which has caused me some issues in the past.
Use the ‘My account” Xfi app to restart your Comcast Xfinity Gateway to solve the “connect, but no internet” error
Here’s how you can restart your Comcast Xfinity Gateway Modem or Router via the My Account app:
- Using your smartphone, download and open the Xfinity My Account app, then login.
- At the bottom of the initial dashboard on the app you will need to locate the Internet option. You’ll see more than one device here typically.
- Once you have chosen your modem you can choose ‘Restart this device’. You’ll need to wait 5-10 minutes and you won’t be able to use other devices that require the internet.
I found the Xfinity app and the troubleshoot option with-in the app works incredibly well as it guides you through all possible restart options and you can access support afterwards if it doesn’t provide what you need. I’ve tested this and found you may need to do this once or twice before it begins working
Use a web browser to restart the Xfinity gateway through your online account
Log in to your account at xfinity.com/myaccount using your Xfinity ID and password.
- Navigate to the bottom and locate & select the ‘Manage Internet’ option.
- Click ‘Restart’ to get started with the process
- From this screen, choose ‘start troubleshooting’ to start the gateway reboot. This will take between 5 to 7 minutes – keep in mind you won’t have the internet available for use during this time.
- If the issue still persists, unplug the power cable of the gateway for 5 seconds, then Plug it in again. This is not recommended in most cases.
Restarting an Xfinity router or modem without clearing your settings
To restart your Comcast Xfinity gateway (router or modem), simply unplug it and leave it unplugged for at least 25-35 seconds, then plug it back in.
To reset your Comcast router, use the following steps:
You can also completely reset your router by looking for a yellow or orange button on the back of the device, which is very different from restarting your router. The difference is that a reset will clear out your configurations which can be a disadvantage for some users.
Alternatively, here’s how you can reset your router and clear any configurations:
- Locate the reset switch on the back of the Xfi gateway. The reset button is a different color (usually yellow or orange), and it will be very small. It will also look like a pinhole.
- The factory reset button on the back of the modem is recessed to prevent accidental configuration clearing.
- Press and hold the reset button until the lights on the back of the computer turn off. If you see the lights turn off, then you’ll know it’s time to release the button.
- After a few moments the lights will reappear. It may take 5-10 minutes for your wireless network to show up on the app or wifi devices.
At this point you’ll need to completely set up your Wi-Fi network settings again as the reset will clear them. This is why its best to check for outages or start with the other options such as a restart or troubleshoot procedure via the Xfi app first.
2. Ensure there are no Power Outages
You’ll want to check that there are no power outages in your area, this is normally displayed on the Xfinity app via your phone. If your phone does not show this as soon as you open the app, then a power outage it’s likely not the issue.
- Power outages can be caused by a number of factors. The most common cause is weather related, such as storms and hurricanes.
- Other causes include downed power lines or poles, vehicle accidents and malfunctioning equipment.
- Power outages can affect your Xfinity Internet service in a number of ways. For example, your wireless router, gateway or modem may lose power and reboot amongst other intermittent issues.
If the core issue is a power outage then, then the solution is outside of your control.
Solving the “connected but no internet” Wifi Xfinity message that is due to a power outage will cause you to wait anywhere from a few minutes to a few hours. The reason you want to check that there are no power outages is to exclude other solutions that can be frustrating and time consuming
All you have to do now is wait for the outages in your area to clear up. So, instead of restarting your device and troubleshooting through the Xfi app or calling customer support, all you will do is give it some time rather than cause further frustrations for yourself.
Xfinity App will now show you the power outages, but in the past you had to visit a site such as downdetector or fast.com to see if your internet provider is giving network outage issues for multiple users and not just you.
- Checking through this method is still useful if you don’t trust in the Xfinity mobile app for Wifi issues.
I personally do this on most of my streaming devices as well, for example, I run a third party Roku speed test; which is similar to the method mentioned above.
By logging into your account with Xfinity and clicking on their outage section, you can report in and issue to Comcast. An outage map shows locally and globally where exactly the Wi-Fi network regions have interruption.
3. Clear the Cache
When Xfinity app automatic updates occur there are errors such as “connected, no internet” that appear, which is very confusing.
Cache files are then created when there’s a lack of memory for a specific task.
This is confusing for Xfinity customers with little tech knowledge as its possible to clear the cache on multiple devices and apps such as:
- A router, modem, or gateway
- Your phone,
- Your internet browser (e.g. Roku Web Browser),
- The Xfinity My Account app
Xfinity gateways have their own way of handling browser cache, DNS cache, and cache storage… which is a way to fix problems that are related to wireless connectivity.
So which cache do you clear and how do you clear it when Xfinity says: “connected but no internet”?
- First, clear the cache on whichever smart device you are using through the settings option > search > cache
- Next, clear the cache on Xfinity My Account app by locating your device’s settings, then xfinity app.
- Finally attempt the troubleshoot option Xfinity app, if it requires you to restart your gateway or modem please do so once again.
Your configuration settings will be reset to default, so keep that in mind. The whole point of clearing the cache is to clear out any bugs, glitches or errors related to the app.
You should only perform a cache clear when the other options on this list have failed.
These include utilizing the troubleshooting option on the Xfinity app as well as restarting the device as mentioned earlier in this expert guide.
4. Power Cycle WiFi Router
What is a power cycle on a router? It is a resetting of the Xfinity router, but is done by utilizing the power source or reset buttons, not through the app
On most routers, you can do this by holding down your router’s power button for 30-60 seconds and then releasing it. This will reboot the modem, which will in turn reboot your router.
Xfinity gateways are built differently since they combine the modem and router into one device. However, the method is still the same and is an alternate approach to solving the connect but no internet wifi problem:
- For Xfinity gateways, you will need to unplug the gateway for 60 seconds
- Next, you will plug it back in.
- This is a power cycle of the gateway and will reboot your modem, which in turn reboots the router.
This is not the first route I would choose, but it has solved my connection but no internet problem in the past before I was aware of the alternate options.
5. Disable any security software
If you have the issue of Wi-Fi showing it is connected but there’s no internet, possibly the issue is with the security software that you have running.
Security software can cause problems, so disabling a VPN, security software, or firewall can help unblock certain connections and spontaneous network connection issues.
This could be directly on the smart device or if you have a router with the security system setup. Here’s how to check if a security software it’s causing the connected but no internet issue:
- If you have an advanced security set up, be sure to disable it for a brief troubleshooting session.
- The more advanced your firewall or security system you have set up, the more likely you are to have this issue.
- You may want to disable a VPN on your smart device that’s not getting the internet to see if the error stops displaying.
- If you have a VPN set up on the router level then disabling will help you check whether you still get the Xfinity Wi-Fi problem “connected but no internet” or not.If you are using a VPN such as Nord VPN or Expressvpn, you will need to disable it.
You can also try turning off your firewall and then reconnecting to the Wi-Fi network. If that doesn’t work, turn on your firewall.
Some believe that using a VPN can actually help stop this problem, however I have not personally found this to be the case when I tested it.
If none of the above fixes work, you may need to contact Comcast Support and have them assist you in turning off your firewall or security system for a short period of time. In most cases Xfinity does a good job with working around security software and receiving Internet for their customers.
6. Check wires and hardware connections
Not all Xfinity wifi issues require a complicated process. A common misconception is that there’s something wrong with the app or setting. However a simple hardware connection check will prevent a lot of issues.
Ensuring that the connection is stable through making sure each cord, splitter, cable or any other hardware that connects from your device to make it work is essential.
You don’t have to check the hardware often, but if the other fixes mentioned on this list don’t work (and the support can’t figure it out), then checking the actual cables and how secure they are is warranted.
HDMI coaxial firewire DBI and other TV box related cables are not of concern here.
You want to be focusing on the ethernet and any other cable that your Xfinity Gateway or router connects directly from.
Here’s how to check the cables that are required to be secure when you have the error connected but no internet on The Wireless Gateway 2 and Wireless Gateway 3:
- First insure on the back panel that the ethernet port, cable connector, power connector and any telephone connectors bar fully connected to the Gateway
- Next check the front panel and see if the power, online, 2.4 GHz and 5 GHz lights appear the same way they were when the Gateway and internet was working previously.
- If you’re still having trouble checking the hardware when you have the connected but no internet problem
Finally, if you’re sure its not the hardware, then you may want to check the admin tool which lets you view and change network settings of your router. This is done by typing 10.0.0.1 into an internet browser.
7. Run a ‘TraceRoute’ test
At this point you still haven’t solved the ‘connected but no internet’ Wi-Fi Interruption, then you’ll want to run something called a trace route test on your Xfinity Gateway.
A traceroute test is typically warranted for network connection issues on Xfinity when you’ve exhausted all your other options and you believe that the problem is only with one specific smart device or service
A traceroute test is a series of Internet Protocol (IP) packets sent from your computer to another location on the Internet. Moreover, traceroute is a great solution to solving this kind of problems without changing your network’s behavior (source).
To do this methods are different for Windows 10 and 11 compared to Mac OS.
For Windows users there are four steps:
- Open CMD.
- Input tracert www.comcast.net and press Enter .
- When it finishes, you’ll see a message that says complete. Right-click on, then move & copy it over.
- Hit Enter again to cut, paste.
For Mac users there are only three steps:
- Locate Applications, then select Utilities, and click on Network Utility. From here, select ‘TraceRoute’.
- Enter an address like Xfinity.com and start the process.
- Copy and paste this result and share it elsewhere for help from others.
You’re having connected but no internet problems still, then a trace route could potentially help determine whether there are any network issues that might be causing problems with the websites you visit.
8. Replace and upgrade your Xfinity gateway (router or modem)
At this point if you’re still having the connected but no internet message displaying on your Wi-Fi connections, you’ll want to replace your router or upgraded
The reason you want to replace your Xfinity Gateway when you have this issue is because outdated equipment and firmware can slow down a fast network connection.
An updated router will have newer technology that will enable a smooth connection so that you don’t get as many frequent errors that are similar to the ‘connected but no internet access’ message.
You have two options here:
- Upgrade your current Gateway: These are normally rented to you by Xfinity and work very well with the entire system. Advantage to this option is that if you have any problem Xfinity support is very easily able to help you
- Use your own third party router: You have to make sure that it is compatible with Xfinity by reaching out to Comcast support or checking online
To replace and upgrade your current Xfinity gateway to a newer model, ensure you have an older version and then visit: is it www.xfinity.com/equipmentupdate
You can find a proven, third-party router by visiting xfinity.com. This is one of the most difficult, yet effective methods to fix the issue.
However the process is much more complicated and likely not necessary. It is smart to attempt a full reset on the modem and router for going this route.
9. Use a Mobile Hotspot while the connected but no internet clears
If you’re getting the connected but no internet error on Xfinity Wi-Fi the quickest route to getting internet back by using and iPhone or Android as a hotspot
This is ideal only when you are having troubles connecting to or using a Wi-Fi connection.
A Mobile Hotspot is a connection to the internet which enables a cellular data connection from your iPhone, iPad, or smart device to other devices.
Here so you can set it up on iPhone:
- Open up your settings iPhone by tapping the gear icon
- Navigate to the Cellular option
- Once you’re on the screen you can tap personal hotspot, you will need to have cellular data to use this. This depends on your carrier and may have cost involved
It’s also possible to do this on an Android as well as connecting to Hotspot from a Bluetooth, USB or other device that can use the internet.
The advantage of this is that you can have internet on the fly when you get the “connected but no internet” notification that is caused by an outage, firewall, or something else that is out of your immediate control.
Xfinity users who get this error may need the internet quickly and can’t go through all the previous steps, so a mobile hotspot is the ideal instant solution we’ve tested.
10. Run a Ping Test
Another thing you can try to solve the “Xfinity no internet secured” issue is to run a ping test from your PC. Running a Ping test can help you easily restore your internet connection, or at least identify the reason why the connection is interrupted.
To run a ping test from your Windows laptop or desktop, you have to:
- Go to the Command Prompt (Start > Search > “cmd”)
- Type ping-t followed by an internet address
- Press Enter and wait for the result to run for a few minutes
- Stop the process (Ctrl+C)
- From the output, have a look at the Request timed out message and the time=(X)ms values. If the value is less than 99ms, your internet connection offers an ideal ping
This is extremely helpful if you want to solve the xfinity wifi no internet open windows 10 problem. On the flip side, for MacOS devices, the process is pretty similar. All you need to do is:
- Go to Applications > Utilities > Network Utility > Ping
- Enter an address and set the number of pings (around 99)
11. Ensure your service is active (and paid for)
Although this is not very common, you may have forgotten to renew your Xfinity WiFi subscription. If that’s the case, then this is probably the reason why you get the connection error message.
To ensure that your service is active and ready to be used, all you need to do is open the app from your mobile phone.
After enabling your data connection (if you don’t have WiFi connection), open the Xfinity app and go to Billing.
There, you can see your total balance due and easily make a payment. If you don’t have a due amount, make sure to check your transaction history and ensure that your service was recently paid.
The Xfinity app also offers 24/7 real time support that you can use if any issues occur while you reactivate your service.
Why is there no internet connection on my iPhone or Android via Xfinity wifi?
If your iPhone is not connecting to the internet or having network problems when using the Xfinity Wi-Fi there are a few steps to take.
I’ve tested this and found that location services turned off briefly works to solve the issue. IF this doesn’t work, here is a full step by step process to troubleshoot iPhone or android connection problems with an Xfinity wifi.
- Open up your account on the Xfinity app
- The Xfinity mobile app will show you any problems as soon as you open it on the front screen of the app dashboard.
- If there are no problems, you want to make sure you did not intentionally disable your Wi-Fi network connection by checking the settings.
- A common source of the no internet connection on iPhone via Xfinity wifi or hotspots is that the phone is on low-power mode or certain connections are shut off.
- Next, shut down your phone and start it up again. After this you can tap ‘forget your network’ and then log in to the wifi again.
- At this point you may want to check if your iPhone or Android requires a software update.
One of the most common issues I’ve seen is that people have location services turned on, which is not a great route to take if you want to save battery on your phone… it also does not help if your internet connection for your iPhone when using a Xfinity Wifi is having an unknown error.
Also see our guide on the Best large Android tablets here.
What is the ‘My Account” Xfinity app and how do I get it?
The ‘My Account’ Xfinity app is the latest version of Xfinity’s application that you can easily download from your mobile device. Keep in mind that you first have to activate a service plan with Xfinity to get the app. If you have already created an account with Xfinity WiFi, the process is really simple.
All you need to do is download the app and sign in with your Xfinity ID (email, mobile phone or username). Put your password and you will be automatically redirected to the Overview tab of the Xfinity app.
From the “My Account” app, you can easily make a payment, view your bill details and history and manage your billing preferences. Apart from that, you can check the outage information, appointments, and general info about your services (TV, Internet, Voice and Home).
Xfinity Stream app is not working or responding
If you are trying to open your Xfinity Stream app and you are getting the “Xfinity stream app not responding” message, you have nothing to worry about. This is a common issue that is usually related to the internet connection, your mobile phone or the app itself.
Thankfully, there are a few ways to get rid of this issue. Follow the steps below to fix the Xfinity Stream app that isn’t working, responding, or loading properly::
- Close and reopen the Xfinity Stream app. This will (in most cases) solve the problem if the message is related to the app.
- Next, toggle your device on and off (once).
- Log out from the Xfinity stream app and log in after a few minutes.
- Your Xfinity Stream app will now work again and begin responding.
Also, keep in mind that maybe this issue is related to the current version of the Stream app on your device. So, if none of the above works for you, you can uninstall the app from your device and reinstall its latest version.
Compatibility: Third party routers for Xfinity
Although Xfinity offers some of the most reliable and powerful modems and routers on the market, there are occasions where you might need a stronger connection for your internet service. There are numerous third-party routers that you can connect to your Xfinity service in just a few minutes.
If you are looking for an ultimately powerful router that supports Xfinity Voice and a built-in battery backup, you should opt for the latest NETGEAR Nighthawk 6. During our testing, this router dramatically improved our WiFi connection and we had no issues implementing it to our Xfinity service.
On the flip side, if you need a budget-friendly solution, we recommend the AC 1900 router by TP-Link. With less than $70, you will have a reliable router to frame and improve your WiFi connection.
Other third-party routers that you can use for Xfinity:
- NETGEAR Nighthawk X6 (budget alternative)
- Linksys EA7300 Max-Stream (mid-range solution)
- TP-Link AX5400 (premium alternative to the Nighthawk)
Can you use Xfinity without signing in?
Contrary to what many believe, you can actually use Xfinity services without signing in with Quick Pay. Via Quick Pay, you can easily create a one-time payment to your Xfinity Mobile account without the need to sign in.
To do that, all you need is an Xfinity phone number, your ZIP code and a debit/credit card. The process is pretty simple. All you have to do to use Quick Pay is:
- First, visit the Quick Account lookup page.
- Next, Enter your Xfinity mobile phone number and your ZIP code
- Finally, Enter the amount you want to pay and your card’s information. After you initiate the payment, the amount will be automatically credited to your account.
Things to avoid that can cause further connectivity issues
Apart from the issues we examined above, there are many occasions where your Xfinity connection may be slow or inconsistent. To avoid that, you can check other things that can harm your internet connection like:
- High CPU usage on your device (whether it is your mobile phone or your PC).
- High Bandwidth Usage. Tasks like large downloads (e.g. Netflix movies), demanding apps and video streaming are more likely to slow down your connection.
- Physical Issues (defective cables, connectors, etc)
- Issues with your DNS or Domain Name System (problematic configurations, latency, network failures)
- Problematic devices (for example malfunctioning router)
We know how frustrating it is to find out what to do when WiFi says no internet access. When you are getting the message “Xfinity modem not online”, you can try to restart your modem twice, solve potential outages and clear the cache.
Of course, that doesn’t mean that the “Xfinity router connected but no internet” issue will always be solved. You will probably have to troubleshoot it from time-to-time with errors where Xfinity says it’s connected, but also says there’s no internet at the same time.
Depending on the xFinity Wifi connection type and the Xfinity WiFi connections manager of your service, the helpful methods for your case won’t always be the same.
Last resort methods such as a trace route is useful. It is a diagnostic tool that can help determine whether there are any problems along the way to your destination.
Running an Xfinity WiFi connection test, a ping test and power cycling your router are also reliable solutions if your Xfinity wireless connection has issues.
In any case, understanding how the Xfinity gateway operates is a smart thing to do before following our solutions. Then, if you utilize the tips given above, you will be able to solve any upcoming connectivity issues from the xFinity Connect app or your PC.