Your Xfinity internet has stopped working, and you need to get connected again. Start with a restart through the Xfinity app or a one-minute power disconnection. If you need to erase the gateway’s settings, use the factory reset instructions for your specific model below.
Choose between a restart and a factory reset
First, know what you’re resetting. A restart cycles your equipment without erasing customized settings. A factory reset erases those settings and restores the gateway’s defaults.
Start with a restart for connection troubleshooting, and allow up to 12 minutes for it to finish. Home connectivity and Xfinity Voice, including 911 calling, are interrupted during the restart.
Save a factory reset for when you intend to restore defaults. The button procedures below apply to Xfinity gateways. For a modem you bought separately, use the manufacturer’s model-specific factory reset instructions.
Restart through the Xfinity app
This restarts a supported rented Xfinity gateway without erasing your settings.
Sign in to the Xfinity app with your Xfinity ID and password.
Select WiFi.
Open Troubleshoot.
Choose Restart your Gateway.
Allow up to 12 minutes for the restart to finish.
Disconnect power when a remote restart cannot reach your modem
An unreachable modem cannot receive a remote restart request.
Disconnect the gateway’s power cable.
Wait one full minute.
Reconnect the power cable.
Allow up to 12 minutes for the restart to finish before trying your connection again.
This method also applies to most separately purchased modems and routers. Older gateways with backup batteries need model-specific handling.
For a battery-equipped gateway, ask Xfinity for the restart instructions for your model.
Factory reset using your gateway’s button
Choose the procedure that matches your gateway model before starting.
For an XB2 or XB3, Xfinity’s factory reset article says to use a paperclip or pin to hold the rear Reset pinhole button for 30 seconds.
Release the button.
Wait for the lights to flash and then stabilize.
Reconnect using the default WiFi credentials on the bottom label.
Xfinity’s Admin Tool article gives a longer XB2 or XB3 sequence for when you have forgotten your network name and password, cannot sign in to the Admin Tool and other options have not worked. Unplug the gateway’s power, hold Reset for at least 15 seconds and release it, then plug the gateway back in and hold Reset for another 30 seconds. Wait for the gateway to restart, then sign in with the password on its label.
For an XB6 or another newer gateway equipped with a recessed Reset button, use a nonmetallic pointed object to hold that rear button for 30 seconds, until the indicator lights turn off.
Release the button.
Allow the gateway to restart.
For an XB7 or XB8 with a combined WPS/reset control and no separate Reset button, hold WPS for at least 30 seconds.
Allow the gateway to restart.
For an XB10, hold its Reset button for approximately 30 seconds, until the lights flash and the reset begins.
Use the full hold time for your model, because a short WPS press does not perform a factory reset.
Get more help when the modem still will not cooperate
Open Xfinity Assistant in your browser and select Start troubleshooting. Enter “I need to restart my modem.”
Complete the account authentication and equipment-specific prompts in the conversation. A remote restart requires the modem to be reachable.
Your account website offers another route: sign in to the Devices page, locate your modem, and select its troubleshooting or restart option. Available actions depend on your equipment and account.
If automated troubleshooting does not resolve the problem, use the live-agent option when the conversation offers it to request help restarting or resetting your specific model.
Frequently Asked Questions
Can I test my connection before restarting the gateway?
Yes. On a compatible rented gateway, open the Xfinity app and select WiFi > Troubleshoot > Test your whole home network. Follow the resulting recommendations. The test excludes DPC3939 and X5001 equipment; that restriction concerns the network test, not all restart methods.
Can I get modem-restart help by text message?
Yes. Text your question to Xfinity Assistant at 266278, explain that you need modem-restart help, then follow the troubleshooting prompts.
Will the Restart or System Refresh option on my X1 TV reset my modem?
No. The Restart and System Refresh controls in the X1 Help menu concern television equipment. For internet troubleshooting, press A while watching full-screen TV, then select Xfinity Assistant under Tools. Request internet troubleshooting. The Assistant feature is not supported on the RNG150.
Does enabling Admin Tool access reset my gateway?
No. Enabling Allow Admin Tool access only enables local administration. On XB6, XB7, XB8, and XB10, first-time setup asks you to create an access password. The username admin with the password password is not a universal current login.