Learn how to use the Xfinity app or Xfinity Home app to troubleshoot your camera or video doorbell when it's offline or has problems connecting to WiFi due to poor connectivity. 
Troubleshoot your camera or video doorbell's WiFi connection
Xfinity Cameras and Video Doorbells use your home WiFi to connect to the internet.
Note: If you’re using an Apple device (iOS 14+) from home, you must allow your device to access your home WiFi network for the best live video streaming experience. To do this:
- On your Apple device, select Settings.
- Select Privacy.
- Select Local Network.
- Select the switch for the Xfinity app or Xfinity Home app.
Follow these steps to bring your camera or video doorbell back online:
- Make sure your camera is plugged into a working power outlet not controlled by a wall switch.
- Restart your camera.
- If your camera uses a power adapter, unplug the camera from the power outlet.
- Wait 10 seconds and then plug it back in.
- The camera will restart, which takes about three minutes.
- If your video doorbell is hardwired, reset it by removing the trim plate and inserting a pin into the reset pin hole then gently pressing the button and immediately releasing.
- Remember to put the trim plate back on the video doorbell.
- Note: Pressing and holding the pinhole button for over 10 seconds will factory reset the video doorbell and will require a technician to fix your device.
- Remember to put the trim plate back on the video doorbell.
- The camera should be no more than three rooms away from the wireless gateway/router.
- If your camera uses a power adapter, it should be plugged directly into a power outlet and not blocked by furniture.
- If your camera uses a power adapter, unplug the camera from the power outlet.
- Make sure that your WiFi is working and connected to the internet.
- Using another device, connect to your gateway over WiFi and attempt to load a webpage, such as xfinity.com.
- The gateway should be in a central location, off the floor and not blocked by furniture or objects.
- Restart your wireless gateway/router.
- If you're an Xfinity Internet customer, learn how to restart your gateway/router.
- Otherwise, unplug the gateway/router from the power outlet, wait about 10 seconds, then plug it back in.
- The restart will take about 10 minutes.
- Check that you have the latest version of the Xfinity app or Xfinity Home app.
- We're always looking for ways to improve your camera experience.
- You can download the latest update for free from the App Store or Google Play.
- We're always looking for ways to improve your camera experience.
- Restart your touchscreen (Xfinity Home only).
- Make sure you have enough internet bandwidth.
- You need at least two Mbps of download speed on the device accessing the camera in order to have optimal video playback.
- You can find out your download speed by running a speed test.
- You need at least two Mbps of download speed on the device accessing the camera in order to have optimal video playback.
- Check for WiFi interference.
- WiFi interference can be caused by other connected devices.
- Streaming video through connected devices can impact WiFi performance.
- Disconnect all connected devices from WiFi; then, reconnect them one at a time, checking camera connectivity after each addition.
- Still having issues? Troubleshoot here.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.