Welcome to XFINItY

Welcome to XFINItY
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thank you for
choosing xfinity.®
What does it mean when you have XFINITY®? It’s TV, Internet,
phone and home management, all working together and constantly
improving to give you instant entertainment and connection —
anywhere, anytime, on any screen. It’s having your favorite TV
shows and movies with you wherever you go. It’s news, sports,
funny videos — anything you can think of, as fast as you can
think of it. It’s connecting with friends and family in new, more
personal, ways. With XFINITY, you have the ultimate entertainment
experience at your fingertips.
Chances are you’re exploring things already, but we’d love to
show you around your new services to help point you in the right
direction. Take a look at the Quick Start Guide for easy, how-to
instructions. And the Take Your Service to the Next Level section
is filled with information on apps and extras that heighten your
XFINITY experience even further. We know you’ll love being a part
of XFINITY — and we guarantee it. For a complete online resource
visit comcast.com/welcome.
To stay plugged into the latest,
Like us on facebook.com/xfinity.
Services and features vary based upon service level.
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The Comcast Customer Guarantee.™
1. We will give you a 30-day, money-back guarantee on our video, voice or
high-speed services.
If you’re not satisfied with these services and wish to cancel for any reason, you
can do so in the first 30 days and get your money back. Simply return all equipment
in good working order and we’ll refund the monthly recurring fee for your first 30
days of service and any charges you paid for standard installation.
2.We will always be on time within your 2 hour appointment window or we’ll
credit you $20 or give you a free premium channel for three months.
As a courtesy, we will call you before we arrive at your home. And if we fail to arrive
for a scheduled visit during the appointment window, we will credit you $20 or give
you a free premium channel for three months.*
3. We will resolve routine issues in one visit or we’ll credit you $20
or give you a free premium channel for three months.
After the first visit to your home, if we do not satisfactorily complete installation or
can’t resolve a routine issue, we will credit you $20 or give you a free premium
channel for three months. Additionally, we won’t charge you for a service visit that
results from a Comcast equipment or network problem.*
4.We will treat you and your home with courtesy and respect.
Our technicians will display their Comcast identification clearly when they arrive at
your home. They will be trained and equipped to complete the job on the first visit.
Our Customer Account Executives (CAEs) will be courteous and knowledgeable
when you contact us.
5. We’re here for you, 24 hours a day, 7 days a week to answer questions at
your convenience.
You can contact us regarding any service-related issue by calling 1-800-XFINITY or
in any of the following ways: online via Ask Comcast; Live Chat online with a
Comcast technician; Online Community Forum; send us an email and receive a
response within 24 hours.
6.We will offer easy-to-understand packages and provide you with a clear bill.
Our packages are designed to be straightforward. A call or visit to our website
makes it easy to find a package that’s right for you. We aim for the same clarity
with our bills. You can view your monthly statement and service details anytime by
visiting xfinity.com.
7. We will continually offer the best and most video choices.
We’re working hard to bring more choices to our customers instantaneously by
using the full power of our advanced network and decades of television experience.
We will use XFINITY On Demand™ to bring you dramatically more content choices,
including more movies, more sports, more kids programs, more network TV shows
and more HD than anyone else.
*$25 credit provided in Comcast systems in Illinois.
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Quick Start Guide
11 Troubleshooting
XFINITY® Internet
Take Your Service to the Next Level
XFINITY On Demand™, Skype™ on XFINITY®
Premium Channels, XFINITY Streampix™
22 XFINITY ™ Home, XFINITY ™ Signature Support
2 3-24
• Get details on XFINITY TV, XFINITY
Internet and XFINITY Voice.
• View your local channel lineup.
CHAT WITH US comcast.com/chat
• Learn how DVR (digital video
recorder) works.
• Get info on Constant Guard™ (online security and protection features).
• Manage your voicemail and email.
• Sign up for Ecobill .
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Remote Control
TV Power: Turns on or off your TV.
All Power: Turns on or off your TV
and set-top box.
Exit/Stop: Returns you to the last
channel you were watching or stops
the On Demand or DVR program.
Rec: Press to record any program
with one touch.
XFINITY Menu: Access the
Main Menu: Guide, DVR, XFINITY
On Demand,™ Apps, Search and
Guide: Displays TV Listings in
multiple guide views.
OK: Selects a highlighted item.
Info: Displays detailed program
Last: History of previous channels
or programs.
: Provides shortcuts for
sort, filter, search and more.
Setup: Programs your remote to
control your TV.
Services and features vary based on service level. An additional monthly fee applies to DVR service. Your
remote control may vary slightly from the one pictured here, 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
comcast.com/remotes for more details.
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On-Screen Guide
XFINITY TV on the X1 Platform is a more
personalized TV experience that makes it easier
to manage, access and share the entertainment you love.
Need to see what’s on TV? Do you want to get to your DVR recordings?
Each press of the
button on your X1 remote control will cycle you
through the Main Menu.
• Guide: Shows you every program on every channel airing within the
next two weeks.
• DVR: View and modify your DVR recordings and favorite programs,
people, channels and sports teams.
• XFINITY On Demand™: Enjoy the best selection of current TV shows
and hit movies, available on any screen, all included with your XFINITY
• Apps: Check local weather and traffic, get the latest sports scores,
listen to tunes on Pandora® or share with friends on Twitter® and
• Search: With X1, just one simple search let’s you see what’s on live TV,
XFINITY On Demand and your DVR.
• Settings: Adjust device settings like audio and picture resolution and set
Parental Controls. You can also find helpful tutorials on commonly used
functions and features.
Want to know more about your X1 Platform features? Visit xfinity.com/x1.
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XFINITY On Demand™
How to ENJOY XFINITY On demand™
There’s two ways to do it.
on your X1 remote control three times or go to Channel 1 to
browse through the library of programs.
• XFINITY gives you the latest episodes from all the major networks.
Catch up and keep up with your favorites.
• Ninety percent of XFINITY On Demand™ choices are free.
• Watch the latest movies 28 days before they arrive at Netflix®
or Redbox®.
• New movies are released on XFINITY On Demand on Tuesdays.
• Movies and shows move with you with AnyRoom® On Demand. Start
a movie on the couch, finish it on your pillow.
XFINITY On demand™. anytime. anywhere.
Watch anytime on TV, on your laptop at xfinity.com/tv or on your tablet
or smartphone with the XFINITY™ TV Player app.
2.Visit xfinity.com/tv to get XFINITY On Demand movies and shows
anytime, anywhere.
• If you subscribe to HBO®, STARZ® or SHOWTIME® these shows are
On Demand as well.
• Receive alerts when your favorite movies become available.
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.
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DVR Controls
Watch what you want, when you want,
and never miss your favorite programs.
Schedule your DVR to record a favorite series automatically or record a
great movie or event, then watch it when you want.
1. From the Guide, highlight a show then press
on your X1 remote
control to start recording immediately. Or, while you’re watching a show,
on your remote to launch the Info panel.
twice to get to the DVR from the Main Menu and select
RECORDINGS to see the list of your recorded shows.
3. Select a program to play.
• You can schedule DVR recordings online! Go to xfinity.com/mydvr,
or download the XFINITY™ TV apps to your tablet or smartphone,
and sign in. Check the TV Listings, then set your DVR to record your
choices, including currently airing programs.
did you know?
• You can record a series by highlighting RECORD from the program’s
Info panel and pressing
on your remote. Then, choose RECORD
SERIES and press the
• Record up to two shows at once and watch a third at the same time.
• Record a show featuring a certain person or sports team.
• Change your recording preferences at any time.
Want more details? Visit xfinity.com/x1.
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Parental Controls
Parental Controls let you set the rules when
it comes to what your family can watch.
What kind of shows can your children watch?
You have the ability to prevent your kids from seeing programs
or channels you don’t want them to watch.
• To review which Parental Controls you have enabled, press the
button on your remote and select Settings. If you don’t have Parental
Controls in place, you are directed to the PINs Manager screen, where
you can choose a PIN and setup Parental Controls.
• You can also setup controls for xfinity.com/tv by visiting
• For more information, go to xfinity.com/parentalcontrols.
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TV Setup Guides
Cable Wall Outlet
Electrical Outlet
Cable Wall Outlet
Coax Cable
HDMI Cable
Component Video/
Composite Audio
Coax Cable
Power Cord
Cable In/RF In
Set-Top Box
Power Cord
Set-Top Box
Cable Wall Outlet
Cable In/RF In
Electrical Outlet
Electrical Outlet
Cable Wall Outlet
Electrical Outlet
Cable In/RF In
Coax Cable
Coax Cable
Power Cord
Coax Cable
Composite Cable
Power Cord
Cable In/RF In
Cable In/RF In
Set-Top Box
Set-Top Box
TV Reception Information
The cable we have installed in your home is approved by the Federal
Communications Commission (FCC), and 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. Comcast and the TV manufacturer are not
responsible for damage that occurs due to acts of nature.
2. Your set-top box operates on 110 volts, so take all the precautions
you would for any small appliance — such as checking to see that the cord is not
worn or damaged.
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3. For your own safety, do not attempt to open or otherwise tamper
with your set-top box.
4.If you have someone other than Comcast install the inside wiring
in your home, or if you do it yourself, ensure that it complies with
applicable governmental regulations (such as the FCC signal-leakage
rules) and does not interfere with the normal operations of the cable
system and other communications systems (such as radio used by
the police and fire departments) and devices.
Need help with the remote control?
• Visit xfinity.com/remotes for remote control programming support,
code lookup tools and frequently asked questions.
Forgot or don’t know your COMCAST ID?
• For a reminder, go to mycomcastid.com.
Unable to get online?
• Check all your power and cable connections.
• Turn the modem off and on.
No dial tone?
• Make sure all phones are on the hook and that cordless phone batteries
are charged.
• Try to plug a working corded phone into different jacks to find out if the
problem is isolated to one phone or one jack.
Not receiving calls?
• Check the ringer on your phone to make sure it is turned on.
• If the phone rings a half ring on incoming calls, Call Forwarding may be
For even more troubleshooting tips, visit comcast.com/welcome.
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Access everything in one convenient place: it’s as easy as 1-2-3.
1.Visit xfinity.com and sign in with your comcast id
• Your Comcast ID is the fastest way to sign in.
• Forgot or don’t know your username? For a reminder, go to
2.CLICK ON THE Connect TAB to setup your email
• Click on the EMAIL tab to import email accounts and address
books from other providers in one convenient place.
• Create up to 7 email accounts.
3.Download Constant Guard™ Protection Suite,
included with XFINITY® Internet
• Includes top-rated Norton™ Security Suite and IDENTITY GUARD.®*
• Helps protect sensitive information as you type it online.
• Complete Security Suite with anti-virus, firewall and computer
performance tools.
• Network Bot Detection and Notification.
• Identity Theft protection: Victim Assistance and Lost Wallet
• For more information, go to xfinity.com/constantguard.
*Norton™ is a registered mark of Symantec Corporation. IDENTITY GUARD® is a registered mark of
Intersections Inc. Constant Guard® not available with Macintosh systems. For details about Constant
Guard® for Macintosh, visit xfinity.com/CGMAC.
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XFINITY® Connect gives
you one simple online hub
for convenient access to
your email, voicemail,
contacts and calendar
from anywhere.
Internet Setup Guide
Cable Wall Outlet
Electrical Outlet
Coax Cable
Cable In/RF In
Ethernet Cable
Power Cord
For a complete XFINITY® Internet resource, visit comcast.com/welcome.
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More Ways to Connect
With XFINITY® Voice, you now have more ways than ever to stay
connected to your friends and family, whether at home or on the go.
setup your voicemail
XFINITY Voicemail can be setup in three easy steps.
1. Dial *99 from your home phone.
2. Follow the tutorial to set it up and create a password.
3. To change your Voicemail PIN, visit customer.comcast.com/help-and-support/
free texting & Voice 2GO*
• Unlimited nationwide talk and text at home and on the go.
• Save on your wireless calling and texting plans.
• Add up to 4 personal phone numbers.
• Make free WiFi calls from your mobile device — even iPads® or iPod touches® —
with the XFINITY™ Connect app. Go to comcast.com/voice2go to learn more.
Never miss a call — send calls made to your home number right to your mobile
device. Visit customer.comcast.com/help-and-support/phone/advanced-callvorwarding-voice-2go to get started.
account security
To make sure your account is secure, you’ll receive a letter with a randomly
generated security PIN, along with important information about how Comcast is
protecting your privacy. Please read and save the letter, as you may need this PIN
to access your Comcast account information. Visit comcast.com/help to change
your PIN.
For a complete online resource for XFINITY® Voice, visit comcast.com/welcome.
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Three Ways to Access Voicemail Anywhere
You can access your messages whether you’re home or out.
1. Traditional Calling Method
• If you’re at home, dial *99.
• If you’re out, dial your number from any phone, press # when your greeting
begins, then enter your password.
2. Voicemail Online
• Just visit xfinity.com and click on VOICEMAIL.
• If you have XFINITY® Internet, log on with your username (Comcast ID) and
• If you don’t have XFINITY Internet, log in with your 10-digit phone number and
voicemail password.
• Listen to voicemails in any order, send a voicemail in an email and more.
3. Readable Voicemail**
• Converts your XFINITY Voicemail messages to text and emails them to you for
anytime access on the go.
• Go to xfinity.com/readablevoicemail to get started.
for international calls***
• Dial 011 + the country code + the number.
• You can block calls and restrict toll and international calls from your phone.
Visit comcast.com/welcome for details.
• Perform Directory Listing searches quickly and easily, using our new online
directory listing website.
• Go to ecolisting.com to start searching.****
operator assistance
Need an operator to help you place a call? We’re always here.
• Just dial 0 or 00.
• When you reach the automated system, dial 0 again to reach a
live operator.**
*Requires subscription to XFINITY Voice Unlimited or Unlimited Select Plan. **Requires XFINITY Internet
subscription. ***Subject to additional charges. ****Ecolisting® may not be available in all areas.
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911/611/411/711 Services
• Dial 911 for emergencies.
• Dial 611 from your home phone for XFINITY® Voice tech support.
• Dial 411 for directory listings, movie theater showings, driving directions
and more.*****
• Dial 711 for Telecommunications Relay Service for the hearing impaired.
Backup battery
A battery backup and battery monitoring are not provided free of charge to
new XFINITY Voice customers. Backup batteries (which include monitoring) are
available for purchase. Please call 1-888-972-1261 for pricing and details. XFINITY
Voice uses the electrical power in your home. 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 an electrical power outage. Backup batteries are not available for
purchase from Comcast by Unlimited Select customers. An XFINITY Voice Backup
Battery can be purchased at an additional cost, for you to install in your Voice
device. This battery will provide additional hours of service during a power outage.
• Provides up to 8 hours of battery life in the event of an electrical outage.
• Maintains your ability to make and receive phone calls, including emergency 911
calls, during a power outage.
• Prevents interruptions with security systems and other devices that work with
your phone service.
• Includes notifications for when your battery needs to be replaced.
For pricing and additional details on purchasing a battery backup, call
Unlimited select customers
• 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, if a battery backup in the
associated voice/data modem is not installed or is exhausted.
• For information about Alarm Systems, Medical Monitoring Devices,
Personal Emergency Alert Devices and Home Detention Devices,
go to customer.comcast.com/help-and-support/phone/xfinityvoice-unlimited-select.
*****Charged on a per-call basis.
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Caller ID
You can see the number and, if available, the name
of the incoming caller on your TV, PC, laptop and tablet.
• A banner display on the screen lets you know who’s calling.
• Answer or send to voicemail. It’s your choice.
Home Phone Features
Caller ID, Call Forwarding, Call Waiting. The list goes
on and on. Visit comcast.com/welcome to learn more.
Here’s a quick guide to
accessing some favorite features:
To Activate
To Deactivate
Automatically activated
deactivated after call
caller id
Allows you to see the number and, if
available, the name of the incoming caller on
your phone. To learn more about Caller ID to
your TV and PC visit xfinity.com/callerid.
call forwarding
Forward your incoming calls to another
local or domestic long-distance number.
call waiting
Receive another incoming call without
having to disconnect the first.
caller id blocking
Ensure that your name and number are
marked as “private” or “anonymous”.
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call screening
Create a list of up to 12 numbers that will
receive an announcement that you are not
currently accepting calls.
call return
Missed a call? Automatically dial the last
incoming call.
repeat dialing
Will redial a busy number until it is available.
speed dialing
Dial your frequently called numbers with a
few buttons.
3-way calling
Talk to two people in different locations on
one call.
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Here’s More Ways to Access
and Enjoy What You Love
This section is full of information about XFINITY apps and extras
that take your XFINITY® experience to an even higher level. The
XFINITY ™ TV app turns your mobile device into a TV screen,
wherever you are. Skype™ on XFINITY® brings family and friends
onto your big screen. And XFINITY ™ Home keeps your family safe
and connected with the latest technology. To name a few. Take a
minute to explore the many ways you can do more with your
XFINITY service.
Bring XFINITY with you and stay connected on the go.
XFINITY™ TV Player App
With the XFINITY™ TV Player app,
you can turn your tablet or smartphone
into a TV screen to watch your XFINITY
On Demand™ shows and movies
anywhere. Available for both Android
and Apple devices. Learn more at
Dallas available on
App Store is a service mark of Apple, Inc. Android is a trademark of Google, Inc. Use of this trademark is
subject to Google permissions. The TNT logo is a trademark of Turner Broadcasting System, Inc. A Time
Warner Company. All rights reserved. Requires your mobile device to be connected to the Internet.
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You now have more ways than ever
to stay connected to your friends and
family, whether at home or on the go.
• Check email and voicemail
in one spot.
• Pay your bill, set call
forwarding and more.
• Send and receive text
• Get unlimited nationwide talk
and text on the go without
using your wireless plan.*
Visit xfinity.com/mobile-apps
for details.
XFINITY™ Home Mobile App
Stay in control of your home’s security while on the go with
the XFINITY™ Home Mobile app. Find out more about XFINITY™
Home on page 22.
*Requires subscription to XFINITY Voice Unlimited or Unlimited Select Plan.
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XFINITY® TV Anywhere
Enjoy your favorite programming anytime, anywhere. With
digital TV service from XFINITY®, you can watch thousands
of hit movies, primetime shows and more — on your
television and streaming online.
XFINITY On demand™
In addition to the live channels you love, XFINITY puts a ton of content
at your fingertips with the world’s greatest collection of On Demand TV
shows, movies, and more, available on your TV, and streaming online,
ninety percent of which is free
No matter where you are, you can enjoy many of your favorite XFINITY
On Demand™ programs for free online. If you subscribe to HBO®,
SHOWTIME® or STARZ®, you can watch their On Demand choices online
as well.
Skype™ on XFINITY®
XFINITY brings HD video calling
to the big screen — a new way to
communicate with family and
friends combining the comfort of
your couch with the lifelike quality
of your TV. It’s like you’re there.
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. Skype™ on
XFINITY ® requires XFINITY Triple Play, HD service, TV with HDMI connection and Skype account (free).
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Premium Channels
Popular originals like Game of Thrones plus blockbuster movies.
Acclaimed series like House of Lies, plus sports and Hollywood hits.
A lineup of first-run movies and hit original series like Spartacus.
Great movies like Sherlock Holmes: A Game of Shadows plus originals,
with a focus on mature themes in the evening.
XFINITY Streampix™
With XFINITY Streampix™, enjoy unlimited access to
thousands of hit movies and entire past seasons of TV
shows — all for a low monthly fee of $4.99. Watch as
much as you want, as many times as you want on your TV,
laptop, tablet or smartphone.
• Watch entire past seasons of
shows like Lost and Ugly Betty.
Plus, a deep catalogue of
award winning films like
Message in a Bottle, Meet Joe
Black and The Green Mile.
• All the best entertainment
from one provider so you
won’t need an additional
subscription service.
• Watch it now on XFINITY
On Demand™, online at xfinity.
com/streampix or with the
XFINITY™ TV Player app.
Lost available on
XFINITY Streampix™
For information about XFINITY policies and terms of service, go to comcast.com/policies.
Not all services available in all areas. Pricing and services subject to change. TV: Basic Service subscription
required to receive other levels of service. On Demand selections subject to charge indicated at time of
purchase. Call for restrictions and details. HBO,® Cinemax ® and related channels and service marks are the
property of Home Box Office, Inc. SHOWTIME ® and related marks are registered trademarks of Showtime
Networks Inc., a CBS Company. STARZ® and related channels and service marks are the property of Starz
Entertainment, LLC. Lost © ABC Studios, Inc. All rights reserved. Additional charge may apply to XFINITY
Streampix™ depending on level of service.
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• You can have greater peace of mind while staying more connected to
your home and family anytime, anywhere. It’s reassuring to know that
your home and family are protected — whether you’re there or not.
• Help ensure the safety of your
home and family with 24/7
professional monitoring by a
highly trained staff at our certified
central station.
• Control your lights and
thermostat instantly from any
computer or smartphone.
XFINITY ™ Signature Support
• Spills happen! Protect your computers, laptops, tablets, e-readers, gaming
systems, flat-panel TVs and more. One simple plan covers multiple devices.
• You can also get 24/7 premium tech support for help with PC tune‑ups,
wireless networking, virus removal, online security and more.
• To learn more, visit signaturesupport.xfinity.com/welcome or call
Minimum term contract required for XFINITY Home. Early termination fee applies. State License Numbers:
AL: 12-1484, 12-1504, AR: E2012-0030, AZ: 280515, CA: ACO 7118, Contractors #974291, CT: 1040196,
ELC. 0198688-L5, ELC.0189754-C5, DC: ECS902687, DE: FAL-0299, SSPS LIC# 11-123, FL: EF0000921,
EF20001002, GA: 10037332, LVU406303,-406264,-406190, IL: PACA #127-001503, LA: F 1691, MD: 1071776, ME: LM-50017039, MI: 3601206217,
MS: 15018010, NC: 2335-CSA, NJ: 34BF00047700,
NM: 373379, NY: Licensed by the N.Y.S. Department of State #12000305421, OH: 53-89-1732, OR: CCB
192945, SC: SCBA-13497, SCFA-13440, TN: ACL 1597,-1604, TX: Comcast Security-B-02571, ACR-1818,
Xfinity Home-B-16922, ACR-1672104, UT: 8226921-6501, VA: DCJS 11-7361, 2705145289, VT: Type S-ES2366, WA: COMCABS892DS, WV: LV2128157360212, WV049211.
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How to Help Yourself
Manage everything from anywhere.
My Account
You can visit comcast.com/myaccount to setup your account, create a user
profile and manage your settings.
• Easily view and pay your bill online.
• Sign up for Auto Pay so you never miss a payment.
• Register for Ecobill® to save time.
Anytime, anywhere, you can use your smartphone or mobile device to manage
your Comcast account.
Pay Your Bill: Take a photo of your credit card from your mobile phone.
Connection Status: Log in from your phone to see whether it’s your connection or a
system-wide outage.
Equipment Reset: Reset your Internet modems right from your mobile phone.
Go to comcast.com/help for more information.
At comcast.com, you can sign up for helpful service alerts
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.
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Manage Your TV, Internet and Voice Accounts
Setup a user profile and manage your account with us. It’s simple!
Questions about your bill?
• You can visit us at comcast.com/help.
• Step-by-step instructions on your service are available at comcast.com/welcome.
learn about offers
Keep up-to-date on the latest news about your service as well as XFINITY offers
and promotions. Just go to comcast.com/preferences, enter your email address
and let us know what you want to hear about.
important information
XFINITY® Internet
Primary username______________________________________________ @comcast.net
Additional username____________________________________________ @comcast.net
Voicemail Password_____________________________Security PIN__________________
© 2013 Comcast. All rights reserved.
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