Your Xfinity® User Guide

Your Xfinity® User Guide
Get started with your new XFINITY services.
The Voice available at
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The Blacklist available at
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A Better Entertainment
Experience Starts Now
Welcome to XFINITY.® We’ve created this guide to help you set up your
devices and explore the special features that help you enjoy your movies,
shows and more on the X1 Entertainment Operating System.® Discover all
that X1 can do for you.
Table of Contents
XFINITY Internet
The Comcast Customer Guarantee™
Account Information and Support
To stay plugged in to the latest, like us on
Important notice for phone customers
in VA and WV on page 13.
For additional questions, we’re always just
a click away at
Services and features vary based upon service level.
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It’s Never Been Easier to
Manage Your Account
Manage all of your XFINITY services anytime, anywhere, from any device.
Set Up Your Account
Visit 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 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.
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Meet Your New X1 Remote
Main Menu
The XFINITY button
takes you to the Main Menu so you can access Guide, Saved (DVR),
On Demand, Search, Apps and Settings. Rewind/
Rewinds or fastforwards. Plus jumps 24
hours within the Guide.
Schedule a show
or series to record.
Displays live TV listings.
Press Guide twice to
see guide views and
filter options.
Shows previous
channels, programs or
screens or takes you to
the last menu viewed.
Type the first few letters of an actor, title or genre and get instant results across live TV, XFINITY On Demand™ and your DVR. Setup
Programs your remote
to control your TV.
Page Up/
Page Down
Moves you up or down
in menus or forward
or backward while
watching a show.
Display Video window
while browsing menus.
Sports app
Delete a recording,
cancel a scheduled
recording or clear
history from Last
Need help? Just press on your remote
or visit to learn more.
Services and features vary based on service level and equipment. An additional monthly fee applies to DVR service. Your remote control may vary slightly from the one pictured above, but the basic functions should remain the same. Some features may not be available in all areas. For a complete list of Comcast remotes go to
remotes for more details. Only DVR set-top boxes can pause or rewind live TV.
*Not available on all set-top boxes.
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Your On-Screen Menu
XFINITY® TV on the X1 Entertainment Operating System® gives you a
one-of-a-kind interactive TV experience that makes finding what you’re
looking for faster and easier. Press the
button for the Main Menu.
Channel Lineup
& Listings
On Demand
Library of TV
Shows, Movies,
Kids’ programming
and more, available
Saved (DVR)
DVR Recordings,
Purchased and Recommendations
Sports, Weather
and more
Search across
live TV,
On Demand
and DVR at
the same time
Preferences, Help,
Device Settings &
Parental Controls
Want to know more about your X1 features?
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Guide – View Your Channels and Listings
Selecting Guide brings up
your channel lineup and
listings so you can see what’s
airing up to two weeks out.
You can filter programs by
HD, Movies, Kids, Sports and
more. Hit Info on your remote
to learn more about a specific
TV show or movie.
You can also mark TV shows, movies, actors and sports teams as favorites
to easily keep track of what you like.
Saved – Your Home for DVR Recordings,
Bookmarked Favorites and More
Choose Saved in the main menu to access the following:
For you: Find shows that have been recently recorded, recently watched
or recommendations based on what you’ve watched. Also displays
favorite channels and recently accessed apps.
DVR: Record up to 4 shows while watching another TV show live. Press
on your remote to record one program or the entire series.
View upcoming recordings under Scheduled.
Watch shows under Recordings. See your recordings to manage
your storage capacity. To delete a recording, highlight and press
your remote. You can restore a deleted recording from the Recently
Deleted folder.
Favorites: A shortcut to your favorite movies, programs, series,
personalities or sports teams.
Purchases: Locate a movie or TV series you purchased from
XFINITY On Demand™ and watch anytime you want.
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On Demand – Thousands of Choices Available Instantly
Enjoy the best selection of current TV shows, hit movies and kids’
programming with XFINITY On Demand™ — most are available to watch for
FREE. Plus, the latest episodes of the top 100 shows are preloaded and
ready to watch when you are.
Press the
button and use the arrows to highlight On Demand to
browse through the library of programs.
Shows are easy to find with poster artwork that is organized by category,
network and genre. Narrow your search even more with filters. Go to the
top of your screen, press OK while highlighting Filter or Sort. Filter by:
• Free for Me or All
• Most Recent
• New Only
• HD or 3D
• Popular
• Closed Caption and
Video Description
• For You
XFINITY On Demand™ programming requires subscription to TV service package with XFINITY On Demand
programming. XFINITY On Demand selections subject to charge indicated at time of purchase. Not all services
available in all areas. Pricing and services subject to change. Limited Basic Service subscription required to receive
other levels of service. Call for restrictions and details.
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Search – A Better Way to Find What You Are Looking For
Using the number buttons on your remote, start typing in the corresponding
letters of an actor, channel, title or genre and get instant search results
across live TV, XFINITY On Demand™ and your X1 DVR.™
The Blacklist available on NBC and with XFINITY On Demand
By pressing the LAST button, you can seamlessly flip to your most recently
watched shows, DVR recordings and XFINITY On Demand programs while
watching TV.
Settings – Set Viewing Preferences and Parental Controls
in the Main Menu to manage the following:
• Menu Preferences include changing the background darkness level and
auto-tuning to HD channels.
• Help provides access to tutorials to learn more about X1.
• Device Settings include options for closed caption, video resolutions,
audio settings and light brightness of your set-top box.
• Parental Controls allow you to restrict viewing on your TV.
Visit for more information.
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Our Favorite Apps
Get the most out of your XFINITY® services with a variety of great apps.
Mobile Apps
Download from iTunes or Google Play.
XFINITY TV Go — Watch thousands of XFINITY On
Demand™ TV shows and movies, plus stream over
50 of your favorite networks live.
XFINITY WiFi — Find nearby hotspots when you’re
out on the town.
XFINITY Connect — Use your home phone to stay
connected on the go with unlimited nationwide talk
and text, Readable Voicemail and Advanced Call
XFINITY My Account — Pay your bill, manage your appointments
and check your connection status right from your mobile device.
Apps Right on Your TV
Discover apps available on your TV by pressing
then selecting APPS.
Sports — Use the sports app to track multiple games at
once and check the latest scores and standings, all while
watching another game.
Pandora — Listen to your music channels.
The Weather Channel — Check your local forecast.
Tips and Tricks — Get updates on the latest X1 features
and shortcuts.
My Account — Pay your bill, manage your appointments
and more with the My Account app right on your TV.
Some apps, such as Pandora, require initial setup online.
Go to to connect these apps to your TV.
XFINITY mobile apps are available from iTunes and Google Play. XFINITY Connect app requires subscription to
XFINITY Voice Unlimited or Unlimited Select Plan. Programming and services vary based on service level. Standard
data charges apply. Check with your carrier. NBCU celebrity endorsement not implied. All networks are divisions of
NBCUniversal. © NBCUniversal Media, LLC. All Rights Reserved.
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Speed at Home
Your new XFINITY® Internet service comes with reliably fast in-home WiFi
with the most coverage for all rooms, all devices, all the time. Plus millions of
hotspots nationwide.
Set Up Your Network
Tel 1
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
Cable Wall
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 to get started.
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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
Sign in with your Comcast
email or username and
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
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.
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More Ways to Stay Connected
Set Up Your XFINITY Voicemail
1. Dial Õ99 from your home phone.
2. Follow the tutorial to set it up and create a password.
3. To change your Voicemail PIN,
4. To access your voicemail, you can dial Õ99 from
your home phone, connect online at
or use the XFINITY Connect app.
Download the XFINITY Connect app to easily access
email and voicemail, enjoy unlimited, nationwide talk
and text* and see who’s calling your home phone.
*Requires subscription to XFINITY Voice Unlimited or Unlimited Select Plan.
Home Phone Features
CALLER ID BLOCKING – Ensure that your
name and number are marked as “private.”
deactivated after call
CALL SCREENING – Create a list of up to
12 numbers that will receive an announcement
that you are not currently accepting calls.
SPEED DIALING – Dial your frequently called
numbers with a few buttons.
CALL TRACE – Protects you against harassment
from another caller by tracing their number.
CALL REJECTION – Automatically rejects calls
from numbers with Caller ID blocked.
EcoListing: One-Stop Search for Phone Numbers
Perform Directory Listing searches quickly and easily using our online
directory listing website. Go to to start searching.
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Account Security
To help make sure your account is secure, Comcast will provide you with a
randomly generated security PIN, which is needed to access your Comcast
account information. Visit to request, view or
change your security PIN. Within My Account, you will be able to view your
PIN or request it via an automated phone call, email or postal mail.
911/711/611/411 Services
Dial 911 for emergencies.
Dial 711 for Telecommunications
Relay Service for the hearing
Dial 611 from your home phone for
XFINITY Voice tech support.
Dial 411 for directory listings, movie
theater showings, driving directions
and more.**
** Charged on a per-call basis.
Backup Battery
A battery backup and battery monitoring are not provided free of charge to
new XFINITY Voice customers. A backup battery (including monitoring) can
be purchased to insert into your XFINITY Voice modem to provide additional
hours of service during a power outage. If you do not have a battery backup,
you will not be able to use this service, including the ability to make emergency
911 calls during a power outage. Backup batteries are not available for
purchase from Comcast by Unlimited Select and Local Select customers.
Please call 1-888-972-1261 to purchase a backup battery.
For additional details, please visit
Unlimited Select and Local Select Customers in
Virginia and West Virginia Only
• Calls to 911 will not be completed if there is a problem with network
facilities, including network congestion, network/equipment/power failure
on our network or another technical problem. 911 calls may be interrupted
during a power outage to your home where power to Comcast’s network
remains available.
• For information about Alarm Systems, Medical Monitoring Devices,
Personal Emergency Alert Devices and Home Detention Devices, go to
• For information about Unlimited Select and Local Select service areas, go
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Troubleshooting Your
XFINITY Services
Try these quick tips for general service issues:
Comcast ID Recovery
Trouble Getting Online
• If you have forgotten
your Comcast ID, visit
No Dial Tone
• Check all your power and
cable connections.
• Turn the modem off and on.
Not Receiving Calls
• Make sure all phones are on
the hook and that cordless
phone batteries are charged.
• Check the ringer on your
phone to make sure it is
turned on.
• Try to plug a working corded
phone into different jacks
to find out if the problem
is isolated to one phone or
one jack.
• If the phone rings a half
ring on incoming calls, Call
Forwarding may be activated.
TV Reception Information
The cable we have installed in your home is safe and reliable for carrying
cable TV signals. Here are a few tips to keep it that way:
1. During severe electrical storms, you should unplug your TV set and
set-top box to avoid damage.
2. Make sure the electrical cord is not worn or damaged.
3. Do not attempt to open or otherwise tamper with your set-top box.
4. If someone other than Comcast installs the inside wiring in your home,
make sure it complies with applicable governmental regulations and
does not interfere with the normal operations of the cable system and
other communication systems.
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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:
© 2015 Comcast. All rights reserved.
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Quick Reference
Account Information
Visit 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
Fill in Your Account Information
for Quick Reference
Primary username ______________________________
Password ____________________________________________________
Additional username ____________________________
Password ____________________________________________________
In-home WiFi Network name ___________________________________
In-home WiFi Network password ________________________________
Voicemail Password ____________________
Security PIN __________________________
Don’t know your Comcast ID?
Retrieve it by visiting
MPK X1 0115
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