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Quality Internet, Cable TV and Telephone Services

Comcast Xfinity FAQ

COMCAST FREQUENTLY ASKED QUESTIONS (FAQS)

Prepare for Your Installation

Get ready for your XFINITY service visit with this checklist.

Please see the installation checklist for our XFINITY Home service.

Prepare for Your Appointment

To be ready for your installation, make sure that:

  • All TVs and computers are in your home at the time of the installation.
  • All cable outlets are accessible, or you know where you want them installed.
  • Someone 18 years or older will be present for the duration of the installation.
  • All equipment you already have (e.g., wireless cards, modems, routers) is available to the technician.
  • All computers meet minimum system requirements.
  • Television sets and/or entertainment centers are at least three to five feet away from the wall.
  • The installation generally takes between two and four hours.

Need to reschedule your appointment? Sign in to My Account.

Even before your new XFINITY service is installed, you can use your XFINITY username and password to access XFINITY WiFi hotspots, start watching programs on our XFINITY Stream app and portal, view your account settings and more. Get more information about pre-installation benefits.

Underground Wiring (Cable Line) Install or Replacement

If during your installation, the technician determines that your underground wiring (or cable line) needs to be installed or replaced, your local utility companies must be notified. Learn more about what to expect in this scenario.

Contact Us

Get answers with our online support section or chat with an agent 24/7.

From our products to our people, we’re committed to delivering the best experience possible so you can do more and enjoy more of what you love. It’s all a part of our Commitment to you.

Thank you for being an XFINITY customer.

Reschedule Your Comcast Appointment in My Account

You can view your Comcast service appointment details online in My Account and reschedule it, if needed.

How to Reschedule Your Service Appointment

  1. Sign in to My Account
  2. On the My Account overview page, you will find your appointment information underneath the Bill Payand Common Solutions Click Manage appointment.
  3. Your current appointment information, including your preferred contact phone number, will be displayed at the top of the page.
  4. To reschedule your appointment, select an available date and time from the calendar, then click Confirm. (Note:You can only click Confirm once a new date and time has been selected.)
  5. A confirmation message will appear.

 

What’s Included in an XFINITY Self Installation Kit

Comcast offers a variety of options to self-install your services. Each Self Installation Kit package comes with everything you need to quickly and easily set up your devices and activate your services. Choose the appropriate link below to learn more about the contents of each XFINITY Self Installation Kit:

Features

Each Self Installation Kit contains the following:

  • “Fold-over” cover with overview instructions
  • Environmentally-friendly materials
  • Simple instructions in a Quick Start Guide
    • For PDFs of the documentation, see the Setup Guides section of How To Install Your Self Installation Kit Devices
    • Two easy steps – connect and activate
    • Spanish version on reverse side
  • Prepaid UPS shipping label along with a letter explaining all your options for returning Comcast equipment

FAQs

Do I need any tools to set up my XFINITY devices?
You do not need any tools to connect your devices. XFINITY Self Installation Kits come with the devices and connection wiring to set up your XFINITY services in just a few fast and easy steps!

How do I activate my services?
You can activate your XFINITY services through a click of the mouse or by a simple phone call! Once you have set up and connected all of your devices, you can activate online at www.xfinity.com/activate or call 1-855-OK-BEGIN.

When do I activate my services?
For most orders, activation can be done any time between the day the equipment arrives and up to seven days after the requested completion date on the order, to avoid failure of the order. You should receive your Requested Completion Date when you set up your order through a Comcast agent. For XFINITY Voice orders with a ported phone number, the XFINITY Voice service must be activated on the Firm Order Commitment (FOC) date (also received at the time you place your order). Failure of an XFINITY Voice order can result in loss of dial tone and/or the phone number.

All Self Installation Kits include activation information. You can find it in your red XFINITY folder. For more information, see How to Activate Your Self Installation Kit Devices.
Pricing Information

Shipping and handling charges apply and may vary by area. Self Installation Kit fee may apply and vary by area.

Self Installation Kit Installation Overview Videos and Guides

No matter which service(s) you have elected to receive through self-install, you can watch a quick video that outlines how to set up, connect and activate your service(s) all in a few easy steps. Or, you can download one of our easy-to-use XFINITY Self-Install Setup Guides below. Soon you’ll be on your way to enjoying your XFINITY services!

Setup Videos

Click on the link below to open each Self-Install video:

Setup Guides

XFINITY TV

XFINITY Internet and XFINITY Voice

TV, Internet and Voice Connection Types for Your XFINITY Service

Comcast TV Boxes and modems have a number of built-in connection ports, providing you multiple ways to connect to your television, home theater or audio system, or to connect your computer and telephone to your modem.

Click on the links below to see different connection types and find which one is best for you:

Cable TV

Internet and Voice

Cable TV Connections

Coaxial Cable:
A type of connection that consists of a center wire surrounded by insulation and then a grounded black shield of braided wire, which minimizes electrical and radio frequency interference. Coaxial cable must be connected from an active wall port or splitter to your TV Box in order to receive a video signal. Coaxial cable can also be connected from your TV Box to your TV in order to receive a picture.

Component Video:
A component video connection is a video connection in which the signal is transmitted via separate cables from a source, such as a TV Box, to a video display device such as a TV or video projector. This connection is represented by three RCA* cables with red, green, and blue connection tips. Additional red and white RCA cables, which are usually paired with the component cables, provide an audio signal.

*RCA stands for “Radio Corporation of America”

Composite Video:
Composite video is the most common analog video connection for televisions, delivered by a yellow RCA cable that provides the video signal from your TV Box, game console, VHS player or DVD player. Red and white RCA cables, which are usually found alongside the yellow cable, are used for the audio signal.

Digital Video Interface (DVI):
DVI transmits data digitally for a crystal clear video signal, but it does not carry an audio signal. Before High-Definition Multimedia Interface (HDMI), DVI was the primary connection type for HDTV, Enhanced Definition TV (EDTV) and other high-end displays.

FireWire (IEEE-1394* connection, iLink):

  • Because of its very fast transmission speeds, FireWire is most commonly used with audio and video equipment such as camcorders, digital cameras, and other portable devices. The FireWire can transmit data at speeds of up to 800Mbps.
  • Although FireWire transmits both video and audio, it does not support the On-Screen Guide display from your digital TV Box.
  • There are different types of FireWire connections: 4Pin, 6Pin, and 9Pin. You’ll have to check your device to see which one it supports.
  • The differences between 4-pin, 6-pin, and 9-pin FireWire connections are:
    • 4-pin is mostly found on camcorders or laptops. It transfers data at up to 400Mbps.
    • 6-pin is found on desktops, laptops, external drives, etc. Transmits data at up to 400Mbps.
    • 9-pin is found on some high-speed devices and computers. It can transmit data at up to 800Mbps.
      • This connector is backward compatible with the 6-pin and 9-pin connectors, but data transfer would be limited to 400Mbps.

*IEEE stands for “Institute of Electrical and Electronics Engineers”

High-Definition Multimedia Interface (HDMI):

  • A digital interface for audio and video that provides a single-cable solution for home theater and consumer electronics equipment. One HDMI cable may replace up to 11 existing cables (depending on the previous connection type) when connecting devices such as TVs, DVD players, TV Boxes and Audio/Video receivers.
  • An HDMI cable is required for viewing of 3D content.
  • HDMI supports eight channels of 24-bit uncompressed audio at 192kHz and video resolution up to 4096×2160 (HDMI 1.4).

S-Video* (mini-DIN):
An encoded video signal that separates the brightness from color data. S-video can improve the picture when connecting TVs to any high-quality video source such as a DVD player. S-video cables do not carry an audio signal.

*Also known as Separate Video or Super-Video

Internet and Voice Connections

Coaxial Cable:
A type of connection that consists of a center wire surrounded by insulation and then a grounded black shield of braided wire, which minimizes electrical and radio frequency interference. Coaxial cable must be connected from an active wall port or splitter to the coaxial, CATVCable, or Cable TV input on your modem in order to receive an Internet signal.

Ethernet Cable:
A cable used to connect your computer to your modem, router, or wireless gateway. The cable connectors on each end (known as RJ-45* connectors) resemble the connectors for a wire connecting a telephone to the wall but are larger. The Ethernet cable connects to an Ethernet port on your modem or wireless gateway (some have multiple ports, while others do not). Please note that the color of the cable will vary.

There are different “categories” of Ethernet cables, which are capable of different speeds:

  • Cat 5 cables support 10/100 Mbps speeds (Fast Ethernet) at up to 100 MHz bandwidth.
  • Cat 5e cables support 1000 Mbps speeds (Gigabit Ethernet) at up to 100 MHz bandwidth.

*RJ stands for “Registered Jack”

Phone Cable:
A cable used to connect your cordless phone to the Tel or Telephone port on your modem or wireless gateway. This is also known as an RJ-11 cable. Please note that the color of the cable will vary.

Power Cord:
Provides electrical power to your modem or wireless gateway. Power cords may vary in appearance. Consult your device’s user manual for specifics on the power cable that is associated with your modem.

For instructions on connecting your modem or wireless gateway to your computer, see your device’s user manual. To get started with a home network, see What is Home Networking?.

Set Up Your Wireless Gateway and Connect Your Wireless Network

For best WiFi coverage, try to place your wireless gateway close to where you most frequently use your WiFi-capable devices. For best WiFi reception and minimal interference, place your wireless gateway in an open area away from items such as exterior walls, metal surfaces, microwaves and windows. Once you’ve ensured the Comcast wireless gateway is in the best location in your home, it’s time to plug it in and power it up.

Note: If you are replacing a modem currently connected in your home, be sure to unplug that device from the cable or coaxial outlet and plug the new modem into that same outlet. If you do not have an existing modem set up, simply plug your new modem into the main cable or coaxial outlet in your home.

Overview

Once you set up your network, you can wirelessly access the Internet and other XFINITY services from your computer, laptop, game system and more. Your wireless gateway or wireless router makes it easy to set up your network and adjust your settings. Before you begin, you can find out more information about wireless networking at What is Home Networking?, or you can find out how to set up a wireless network with these simple steps.

These steps are specific to customers with the following equipment:

  • Wireless Gateway 1 (model numbers TG852G, TG862G, SMCD3DNV, or TC8305C)
  • Wireless Gateway 2 (model number DPC3939)
  • Wireless Gateway 3 (model numbers DPC3941T and TC8717)
  • Other routers may have some variations

Connect Your Wireless Gateway

Before you can access XFINITY services or the Internet through your wireless gateway, you’ll need to make sure it’s properly connected. Please check that:

  1. Your wireless gateway is connected to the Internet through the Cable connectoron the back panel with a coaxial cable.

Wireless gateway back panel features are:

  • Reset button for resetting the wireless gateway
  • USB host connector [for future use]
  • Tel1 connector for analog phone line
  • Tel2 connector for analog phone line
  • Gigabit Ethernet (1-4) connectors for use with a computer LAN port
  • Cable connector for the coaxial cable
  • Power connector for the power cord
  1. Your wireless gateway is plugged into a power source through the Power connectorwith the provided power cord.
  2. The Power, US/DS, and OnlineLED indicators on the front panel are steadily lit. This may take several minutes after plugging in your wireless gateway.

Now you are ready to activate your Comcast services and your wireless gateway. See How to Activate Your Wireless Gateway for more information. Install and Activate Your XFINITY Self Installation Kit

This document provides resources to walk you through installation and activation of the equipment and services included in your XFINITY Self Installation Kit.

Installation

To install your services, begin by learning about the equipment included in your XFINITY Self Installation Kit. Then you can watch quick videos that will walk you through the set-up process.

Activation

We provide you with a step-by-step guide to activating your services. To get started, learn the different ways to activate your Self Installation Kit devices.

Installation and Activation After a Move

Are you a current XFINITY customer who recently moved? Did you take your equipment with you? If so, you’ll need to follow the step-by-step instructions on how to get your equipment and services back up and running.  Learn how to install and activate your services after you move.

Additional Resources

Below are some additional resources that will help you use your XFINITY services and manage your account:

 

Self Installation Kits and What to Know Before You Order One

Comcast offers a variety of XFINITY Self-Install products. Learn more about what kit is right for you by browsing the services and eligibility requirements below.

Self Installation Kit Expectations

  • Shipping of your Self Installation Kit can take three to five days for standard shipping and one to two days for expedited shipping (excludes Sunday).
  • You will need the account number and phone number on file in order to complete your activation. This information can be found within the kit or provided to you at a point of sale at an XFINITY Store location.

Self Installation Kit Information

XFINITY TV
Enjoy your favorite programming anytime, anywhere with first class customer service that only comes with XFINITY. With the XFINITY TV service, you can choose from thousands of XFINITY On Demand options, from hit movies to primetime shows streaming online or on your television. With XFINITY Self-Install, get your XFINITY TV by having any of the following kits shipped to your home today. Choose from Standard, HD, or HD/DVR Digital TV Boxes.

XFINITY Internet
XFINITY is the fastest Internet service provider in the nation! XFINITY Internet service from Comcast gives you download speeds of up to 105 Mbps: way faster than DSL. You can enjoy everything the Web has to offer, including downloading HD movies, uploading photos, streaming TV shows or simply surfing for fun. With XFINITY Self-Install, you can decide what level of the Internet you want from modems to wireless routers or wireless gateways.

XFINITY Voice
Make unlimited local and long distance calls in the US, Canada, and Puerto Rico from your home phone. Comcast offers you twelve great calling features, including Call Waiting and 3-Way Calling, and gives you cutting-edge advancements like voicemail you can check online and Caller ID on TV. If you’re looking to get a new home phone service, or if you want to switch your landline service, choose XFINITY Voice and make Comcast your home phone service provider.

Self Installation Kit Eligibility
Are you (or someone in your home) comfortable connecting a DVD player or connecting to a wireless network in your home? If so, you probably have all the technical skill necessary to install and activate XFINITY service. But there are a couple of requirements we want you to know before ordering your Self Installation Kit.

  • You must be a current Comcast customer, or your address must have had Comcast service in the past.
  • All of the outlets in your home must be located where you need the service (both cable and electrical outlets) – Self Installation Kits do not allow you to add additional outlets in your home, you need a technician to help you with that.
  • Your home must be “tap ready,” meaning it is already set up to connect Comcast services. Your Comcast agent will tell you more about this at the time of your order. In some cases, a technician will be sent to your home prior to you proceeding with the self-installation, or professional installation will be offered if further work is necessary at your home.
  • You must be installing fewer than four devices for the best self-installation experience.

XFINITY TV Self-Install Requirements
The coaxial cable included in your Self Installation Kit is six feet in length, so the outlet in your home must be within six feet of where you would like to place your TV Box.

XFINITY Internet Self-Install Requirements
The coaxial cable included in your Self Installation Kit is 15 feet long, so the outlet in your home must be within 15 feet of where you would like to connect your modem.

XFINITY Voice Self-Install Requirements

  • The coaxial cable included in your Self Installation Kit is 15 feet long, so the outlet in your home must be within 15 feet of where you would like to connect your voice modem.

The XFINITY Voice Self Installation Kit allows you to connect your services through a cordless phone system in your home and does not provide service through the existing phone wall jacks in your home. For that reason, if you have a home alarm, health monitoring system or a direct security connection to buzz guests into the building via the telephone, professional installation is required. Benefits of Installing Your Own Service with a Self Installation Kit

Learn about the benefits of using an XFINITY Self Installation Kit

It’s Easy with XFINITY

Comcast is one of the few providers that allows you to self-install your television, Internet and phone service via an XFINITY Self Installation Kit from the convenience of your home!

  • You can pick up a Self Installation Kit at your local Comcast Service Center, or you can have all the equipment shipped right to your doorstep.
  • Why wait for a technician? With a Self Installation Kit, all the equipment you need is ready for installation within five business days of your service order.
  • No need to wait on hold. Self Installation Kits can be activated without ever speaking to an agent. We offer both online and automated phone activation. (And if you’re a new customer ordering XFINITY X1 via a Self Installation Kit, your service can be activated directly on your TV screen!)