User manual | Your XFINITY® user GuIde

Your XFINITY®
User Guide
Get started with your new XFINITY Internet service.
The Blacklist available at xfinity.com/tv
Thank You for Choosing
XFINITY® Internet
Your new XFINITY Internet service comes with reliably fast in-home WiFi.
Plus, with Performance Internet service or above, enjoy access to millions of
WiFi hotspots nationwide. Use this guide to manage your account and set up
your network.
Table of Contents
4-5
XFINITY Internet
6
Troubleshooting
7
The Comcast Customer Guarantee™
8
Account Information and Support
To stay plugged in to the latest, like us on facebook.com/xfinity.
For additional questions, we’re always just
a click away at comcast.com/help.
Services and features vary based upon service level.
2
It’s Never Been Easier to
Manage Your Account
Manage your service anytime, anywhere, from any device.
Set Up Your Account
Visit comcast.com/myaccount to set up your account, create a user profile
and manage your settings. With your Comcast ID you can:
• Download and use XFINITY apps.
• View and pay your bill online.
• Sign up for Auto Pay so you never miss a payment.
• Register for Ecobill® to save time.
Access your account on any mobile device.
Download the XFINITY My Account app from
iTunes or Google Play to pay your bill, manage
appointments, check for outages and more.
Get Text & Email Alerts
Sign up at comcast.com/alerts for helpful service alerts delivered via text
message or email. Once registered, text any of these commands to 266278
and we’ll text you right back.
LOC: Provides address of closest service center
BAL: Provides your latest balance information
OUT: Tells you if you are currently in a service outage
NOAPPT: Cancel a scheduled service call
STOP: Unsubscribe from Comcast text alerts
HELP: Get additional service information
COMMAND: See a list of available features
XFINITY My Account app is available from iTunes and Google Play. Standard data charges apply to text/email
alerts, app download and usage. Check with your carrier.
3
Speed at Home
Learn how to easily set up your home network, stay safer online and get
connected on the go.
Set Up Your Network
Ethernet
XFINITY
Wireless
Gateway
Desktop
—Or—
Ethernet
Laptop
Tel 1
Coax
Telephone
Cable/RF In
If you have an XFINITY
Wireless Gateway, many are
enabled with the XFINITY®
WiFi Home Hotspot feature.
This creates an extension of
the XFINITY WiFi network for
guests right in your home.
To learn more about the
XFINITY WiFi Home Hotspot
feature, visit comcast.com/
wifi/neighborhood.
Power
Cable Wall
Outlet
Power
Electrical
Outlet
Connect Your Devices to Your Wireless Network
1. Find your router’s SSID and default password located at the bottom of
the wireless gateway.
2. On your personal devices turn on your WiFi and choose the router’s SSID.
3.Use the router’s default password to connect.
For your security and convenience, you can customize the default login
information to your in-home WiFi.
Stay Safer Online with Constant Guard®
Constant Guard® provides unmatched online protection against identity theft,
viruses and more with the top-rated Norton™ Security Suite, all included at
no additional cost. Visit comcast.com/constantguard to get started.
4
XFINITY ® INTERNET
Speed on the Go
Ready to watch your favorite programs, check email, surf the web and more
— all while you are away from home? With Performance Internet service or
above, you get access to XFINITY WiFi hotspots around town to connect for
FREE and save on your wireless plan.
Connect to Millions of
XFINITY WiFi Hotspots Nationwide
Sign in once and you will automatically connect the next time you are near
an XFINITY WiFi hotspot.
Enable WiFi on your
wireless device.
Select “xfinitywifi” in
your list of available
networks.
Sign in with your Comcast
email or username and
password.
Download the XFINITY® WiFi app from iTunes
or Google Play to easily locate XFINITY WiFi
hotspots near you.
Learn how to set up your WiFi, manage your
settings and troubleshoot Internet issues at
comcast.com/internetsupport.
XFINITY WiFi app is available from iTunes and Google Play. Restrictions apply. Hotspots claim based on June 21,
2013 study by Allion Test Labs, Inc. XFINITY WiFi is only included with XFINITY Internet Performance and above.
Requires compatible WiFi-enabled laptop or mobile device. Hotspots available in select locations only.
XFINITY ® INTERNET
5
Troubleshooting Your
Internet Service
Try these quick tips for general service issues:
Comcast ID Recovery
• If you have forgotten your Comcast ID, visit mycomcastid.com.
Trouble Getting Online
• Check all your power and cable connections.
• Turn the modem off and on.
6
TROUBLESHOOTING
The Comcast
Customer Guarantee™
The Comcast Customer Guarantee™ is our promise that we will always
provide a superior customer experience. We will make the following
guarantees to our customers:
• We will give you a 30-day money-back guarantee on our video, voice
and high-speed Internet services.
• We will offer two-hour appointment windows.
• We will always be on time within your appointment window or we’ll give
you a $20 account credit or a free premium channel for three months.*
• We will resolve routine issues in one visit or give you a $20 account
credit or a free premium channel for three months.*
• We will treat you and your home with courtesy and respect.
• We’re here for you, 24 hours a day, 7 days a week, to answer questions
at your convenience.
• We will offer easy-to-understand packages and provide you with a
clear bill.
• We will continually offer the best and most video choices.
*$25 credit provided in Comcast systems in Illinois.
Learn more about the
Comcast Customer Guarantee at:
comcast.com/customerguarantee.
© 2015 Comcast. All rights reserved.
GUARANTEE
7
Quick Reference
Account Information
Visit comcast.com/myaccount 24/7 to set up your account, create a
user profile and manage your settings.
Questions about your bill or services?
Call 1-800-XFINITY or visit comcast.com/support.
Fill in Your Account Information
for Quick Reference
COMCAST ID
Primary username _______________________________ @comcast.net
Password _____________________________________________________
Additional username _____________________________ @comcast.net
Password _____________________________________________________
XFINITY® Internet
In-home WiFi Network name ____________________________________
In-home WiFi Network password _________________________________
Don’t know your Comcast ID?
Retrieve it by visiting comcast.com/myaccount.
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