XFINITY® Internet User Guide

Welcome to XFINITY® Internet

Welcome! You've made a great choice with XFINITY® Internet, offering the fastest Internet in the nation according to PC Magazine. Enjoy thousands of movies and TV shows online, check your email and voicemail anywhere with XFINITY Connect, and get started at xfinity.com.

You also receive the most comprehensive online protection with the Constant Guard™ Protection Suite, which includes Norton™ Security Suite and identity theft protection at no extra cost. XFINITY Internet provides up to 7 Comcast email addresses. Important announcements and updates will be sent to your email regularly.

Quick Start Guide

Username and Password

Keep your username and password handy, received during the Internet installation process, to access XFINITY service features.

Primary Username: ____________________ @comcast.net Password: ____________________

Additional Username: ____________________ @comcast.net Password: ____________________

Additional Username: ____________________ @comcast.net Password: ____________________

Additional Username: ____________________ @comcast.net Password: ____________________

Additional Username: ____________________ @comcast.net Password: ____________________

Additional Username: ____________________ @comcast.net Password: ____________________

Additional Username: ____________________ @comcast.net Password: ____________________

Xfinity.com – Get the Most from Your XFINITY Service

Xfinity.com is your central hub for email, voicemail, TV Listings, online security, photos, music, news, entertainment, and sports.

SECURITY: Stay safe online and protect your computer with Norton™ Security Suite at no additional cost.

TV LISTINGS: Find out what's on TV, in high definition and On Demand.

PHOTO CENTER: Share your photos and create custom photo gifts.

SECURE BACKUP & SHARE: Receive 2GB of storage space to protect valuable files and share them from any internet connection.

Set Your Home Page

• Open Internet Explorer.
• Click Tools > Internet Options.
• Type http://www.xfinity.com into the home page address box.

On the Go

• Check email, news, and weather on your mobile phone (requires internet access).
• Direct your mobile browser to m.comcast.net.
• Find apps at xfinity.com/mobile.

Need Help?

• Call 1-800-XFINITY.
• View FAQs at xfinity.com.
• Chat with a representative via the support link.

Safe and Secure

Constant Guard™ from XFINITY

XFINITY Internet includes Constant Guard, a comprehensive suite of online protection valued at $360, at no extra cost. It protects your passwords and personal information, offering secure one-click access to your online accounts.

• Norton™ Security Suite: Award-winning security with virus protection, firewall, Parental Controls, and more. Powered by Norton 360™ technology, it's a $160 value, downloadable for up to 7 computers.
• Norton Online Family: Use Parental Controls to help keep kids safe online by supervising and controlling their online activity and limiting internet content access.
• IDENTITY GUARD®: Identity theft protection, including Lost Wallet Protection, unlimited ID recovery services from ITAC®, and financial tools.
• Secure Backup & Share: Provides 2GB of free automatic backup protection for your files, photos, and documents, accessible from any internet connection.
• Network Protection: Receive notifications if your computer is controlled by a malicious BOT, which can steal information. Trained experts will notify you of attacks.
• Customer Security Assurance: Trained experts are available for security questions and concerns, assisting with viruses, BOTs, SPAM, phishing attacks, and more.
• XFINITY Toolbar: Protects against phishing attacks and identifies unsafe websites. Download for added security.
• DNS Security Extensions (DNSSEC): Ensures website addresses are not tampered with, providing a safe web-browsing experience.

Learn more at xfinity.com/profile.

Constant Guard™ Protection Suite

Download the Constant Guard™ Protection Suite to safeguard personal information, encrypt online activity, and protect against cyber threats. It serves as a central control center for your online security, offering one-click access to products like Norton™ Security Suite and IDENTITY GUARD.

The Constant Guard Protection Suite interface includes sections for ONLINE ACCOUNT PROTECTION (Add Comcast Bill Pay, Add Financial Account, Add Other Account), and ADDITIONAL SERVICES INCLUDED (Norton Security Suite, IDENTITY GUARD, Secure Backup & Share, XFINITY Toolbar).

To download Constant Guard Protection Suite, visit xfinity.com/constantguard.

Norton™ Security Suite

Provides superior protection and fast performance. Helps protect your computer without slowing it down. Defends against viruses, secures your home network, and finds and fixes computer problems. Speeds up computer startup time.

Learn more at xfinity.com and search: NORTON. Also available for Mac users.

Norton™ Online Family

Tracks your child's website visits, allows setting time limits on computer use, monitors Instant Messages, and notifies you of inappropriate activity.

Learn more at xfinity.com and search: PARENTAL CONTROLS.

Secure Backup & Share

Provides an easy way to store and share files like photos, music, video, and documents. Get 2GB of free online storage with your Internet subscription. Protects against file loss and allows sharing from any internet connection, including mobile phones.

• Quick and Easy Backup: Download once for automatic backup on PC and Mac. Restore files easily to save time and avoid using external storage.
• Secure, Reliable Protection: Protects against hackers with advanced encryption technology. Copies valuable files to a secure, always-available location.
• Remote Access and Sharing: Get a personalized website for sharing files with family and friends. Access files remotely via any internet connection on a compatible mobile phone.

Go to xfinity.com and search: BACKUP. Secure Backup & Share is also available for Mac users.

Connect and Communicate

Visit XFINITY Connect to access your email, voicemail, personal or family calendar, and a Universal Address Book.

Calendar

Use the enhanced calendar to track important dates, get reminders, and share your schedule. View home DVR recordings and add favorite sports teams and TV shows to your schedule from any computer with internet access.

Voicemail

Check voicemail online from any computer with internet access. Forward messages via email, receive notifications for new voicemails, listen in any order, review call history, and more.

Readable Voicemail

Enable readable voicemail in XFINITY Connect to convert home voicemails to text and email them to your chosen address.

Spam Protection

As a Comcast subscriber, benefit from advanced anti-spam filtering and protection for all your email accounts.

Extra Features

• Drag and Drop emails into folders.
• Right-click emails for options like reply, forward, and delete.
• Mouse over photo attachments to preview them.
• Auto Complete email addresses in your address book.
• View Facebook and Twitter feeds on the XFINITY Connect home page.

Quick Access

1. Go to xfinity.com.
2. Click Connect, or the Email or Voice button.
3. Log in using your Comcast ID and password.

Email

Get up to 7 email accounts with 10GB of storage for photos, files, and communications. Add secondary accounts via My Account on xfinity.com.

EasyChange

Transfer your email, contacts, and more from other accounts to your comcast.net email at comcast.net/easychange.

Universal Address Book

Combine contacts from various sources into one Universal Address Book. Send e-cards directly from your address book.

Manilla.com

Manilla is a free service that retrieves, organizes, and stores all your Comcast bills, statements, and online accounts in one place.

Take it on the go – xfinity.com/mobile.

Comcast will send important service-related emails to your email account.

Manage Your Entertainment

Your Guide To Entertainment

Xfinity.com is your online destination for your XFINITY subscription.

Watch TV Online

XFINITY® TV offers thousands of TV shows and movies available to watch online anytime, anywhere.

• TV & Movies: Enjoy over 60,000 shows and movies online.
• Control your TV: Change channels or start On Demand programs from your computer.

Mobile Apps

Get more from your subscription with XFINITY mobile offerings. The XFINITY™ TV app and XFINITY™ Mobile app keep you connected on the go. Find more information at xfinity.com/mobile.

XFINITY TV app

• Watch TV on your iPad®, iPhone®, and iPod touch®.
• Remote Tune: Change TV channels or tune to On Demand programs.
• Remote DVR Scheduling: Schedule your DVR from anywhere.
• Enhanced Search: Navigate thousands of TV shows and movies.
• Available devices: iPad®, iPhone®, iPod touch®, and Android™.

XFINITY Mobile app

• Email and Voicemail: Unified inbox for email and XFINITY visual voicemail on iPad®, iPhone®, iPod touch®, Android™, and BlackBerry™ devices.
• Universal Caller ID®: See who's calling your home number on iPad®, iPhone®, and iPod touch®.
• Call Forwarding: Forward home phone calls to your iPhone®, iPod touch®, Android™, and BlackBerry™ devices or other numbers.
• Account Management: View bill summary, make payments on iPad®, iPhone®, iPod touch®, and Android™ devices.
• Universal Address Book: Sync device contacts with your online Universal Address Book.

Troubleshooting Your Hardware and Software

Need Help With Your Computers or Home Network?

XFINITY offers multiple installation and support options for your XFINITY Internet service.

Support Options

• Core Support: Included with your XFINITY Internet service for equipment support and a fast, reliable connection.
• XFINITY Signature Support: Expanded tech support for computers, home networks, and devices. Offers 24/7 live, remote support with plans starting at $4.95/mo. Visit xfinity.com/signaturesupport to learn more.

How Can We Help?

*Must have XFINITY-provided wireless device for Core Support related to wireless network.

Learn more about XFINITY Signature Support at xfinity.com/signaturesupport.

The Comcast Customer Guarantee

Since 1963, Comcast has been dedicated to providing exciting products and unparalleled choice in video, high-speed Internet, and phone services. Comcast strives to exceed customer expectations with a consistently superior customer experience. Issues are resolved quickly and professionally.

Guarantees to Customers:

• 30-day, money-back guarantee: On video, voice, or high-speed services. Return equipment in good working order for a refund of the monthly recurring fee and standard installation charges.
• On-time appointment guarantee: Credit of $20 or a free premium channel for three months if an appointment window is missed. A courtesy call will be made before arrival.
• One-visit resolution guarantee: Credit of $20 or a free premium channel for three months if routine issues are not resolved in one visit. No charge for visits resulting from Comcast equipment or network problems.
• Courtesy and respect: Technicians display Comcast identification and are trained to complete jobs on the first visit. Customer Account Executives (CAEs) are courteous and knowledgeable.
• 24/7 support: Available via phone (1-800-XFINITY), Ask Comcast online, Live Chat, Online Community Forum, or email (response within 24 hours).
• Clear billing and packages: Easy-to-understand packages and bills. View monthly statements and service details at xfinity.com.
• More video choices: Offering more content, including movies, sports, kids programs, network TV shows, and HD content.

Comcast employees are dedicated to meeting commitments and exceeding expectations. Share feedback at xfinity.com.

How to Read Your Bill

Your Comcast Bill and Paperless Options with Eco bill

You will receive a monthly bill for your XFINITY service(s). Payments are due on the date indicated. Choose paperless billing with Comcast's Ecobill® by signing up at comcast.com/ecobill.

Understanding Your Bill

Key features of your Comcast bill are detailed in the diagram.

Understanding Your Payment Options

• Set up recurring payments or choose one-time payment options at comcast.com/ecobill.
• Pay directly from your bank account via your bank or credit union's website.
• Mail payments using the pre-addressed return envelope or pay in person.

Payments are due before the due date to avoid late fees. Visit comcast.com/welcome for 24/7 online support or call 1-800-XFINITY.

1 "One-Stop-Shop" Box: Contains important information like account number, amount due, and due date.

2 Contact Us: Chat and email support available 24/7.

3 Monthly Statement Summary: Shows your payments and new charges.

4 New Charges Summary: Breakdown of new charges for the current billing period.

5 News From Comcast: Important account, product, and service information.

6 Savings Information: Details promotions and discounts applied.

7 Payment Coupon: Tear off and mail with check/money order, or sign up for automatic payments at comcast.com.

8 Service Details: Details of all new charges for the current billing period.

9 Partial Month Charges and Credits: Shows charges/credits for services added or changed during the billing cycle.

Frequently Asked Questions

How can I set my home page to xfinity.com?

In Internet Explorer, go to Tools > Internet Options and type http://www.xfinity.com in the home page address box.

How many email addresses come with my xfinity.com subscription?

You can create up to seven email addresses. Add them via My Account on xfinity.com under Email Settings.

What should I do if I misplaced my Comcast username or password?

Contact 1-800-XFINITY. For password resets, go to https://login.comcast.net/forgotpwd.

Where can I find online help with my XFINITY Internet service?

Visit the Learning Center on xfinity.com or call 1-800-XFINITY for assistance.

What is the difference between comcast.com and xfinity.com?

comcast.com: For purchasing/learning about XFINITY products, managing accounts, and general company information (investors, diversity, careers, support).

xfinity.com: For checking email/voicemail, finding TV listings, news, videos, movies, games, and online photo sharing.

What is a One-Click Fix?

One-Click Fixes perform common tasks like clearing history or temporary internet files quickly. Web controls may need to be downloaded and installed once.

How do I increase the speed of my connection?

Contact Comcast at 1-800-XFINITY or visit xfinity.com to explore high-speed Internet options.

What should I do if I am having trouble connecting to the Internet?

1. Check Power and Connections: Ensure power strips are on and computer has power. Verify coax cable is tightly connected to the wall outlet and computer. Ensure Ethernet cable is secured to the computer and cable modem.

2. Power Cycle Modem: Unplug the cable modem from the electrical outlet for 2 minutes. Plug it back in and wait for the online connection light to become solid (up to 5 minutes). Test connection. For eMTA devices, use the Reset button on the back.

3. Check Network Issues: If using a router, connect the Ethernet cable directly to the computer. If this restores the connection, the issue is with your router or configuration.

4. Restart Computer: If service is not restored, call 1-800-XFINITY for technician assistance.

Internet Connection

Connect & Power Up

1. Connect the coax cable from your cable wall outlet to the Cable In/RF In on the back of your modem.
2. Plug one end of the Ethernet cable into your computer's Ethernet connection and the other end into the modem's Ethernet connection.
3. Plug the modem's power cord into an electrical outlet. Turn on the modem if it has a Power button.
4. Wait for the online connection light on the modem to stop flashing and remain solid (this may take up to 10 minutes).
5. If you have other kits to set up, do so now. Otherwise, proceed to activation on page 17.

Diagram: Shows connections: Cable Wall Outlet > Coax Cable > Modem (Cable In/RF In); Computer > Ethernet Cable > Modem (Ethernet); Electrical Outlet > Power Cord > Modem (Power).

Alternate Connection Using a Splitter

1. Unplug all devices from the electrical outlet.
2. Disconnect the coax cable from your existing device at the cable wall outlet.
3. Connect the coax cable from the wall outlet to the single-connector side of a two-way splitter.
4. Connect a 3-ft. coax cable from one port of the splitter to the Cable In/RF In on your existing device.
5. Connect a 20-ft. coax cable from the other port of the splitter to the Cable In/RF In on your new device.
6. Ensure all connections are secure.
7. Plug all devices into an electrical outlet.

Internet Activation

Activate

If you have other kits to set up, do so now, then begin activation.

1. Have your Activation Information from your red XFINITY folder ready.
2. Go online; you will be automatically connected to the XFINITY Activation Web page.
3. Follow the on-screen instructions.

Alternatively, activate your XFINITY Internet service by phone by calling 1-800-931-0790.

Diagram: Shows a computer screen with an activation progress bar and a document labeled "XFINITY Activation Information".