Xfinity xFi Complete — FAQs

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FAQs

General FAQs

What is xFi Complete?
xFi Complete is our best in-home WiFi experience and includes the following benefits:

• Have peace of mind doing everything you love online with unlimited data, if you’re enrolled in our 1.2 Terabyte (TB) internet data usage plan.
  • Note: This isn't available in our Northeast markets.
• Get Advanced Security on the go, which provides safe browsing and data protection to your mobile devices when you're not at home.
• Enjoy wall-to-wall WiFi coverage throughout your home, with an WiFi Boost Pod included if recommended.

Am I required to activate and use the Xfinity Gateway included with xFi Complete?
Yes. Your xFi Complete package includes an Xfinity Gateway, which must be activated and used in order to be eligible for xFi Complete and access all its benefits and features.

If I have Xfinity Internet, how can I get xFi Complete?
If eligible, you can add xFi Complete by contacting us or by signing up.

If I’m new to Xfinity, how can I get xFi Complete?
If eligible, you can sign up for Xfinity Internet and add xFi Complete by contacting us or by signing up.

Does xFi Complete come with unlimited data?
Yes, in most areas. xFi Complete includes unlimited internet data if you’re enrolled in our 1.2 TB internet data usage plan.

What if I have xFi Complete and move to a new home?
If you have xFi Complete in your previous home, you’ll get a new account number when you move. Also, the Whole Home WiFi evaluation will run again when you activate your gateway at the new home.

Advanced Security on the go

What is Advanced Security on the go and how does it work?
Advanced Security on the go provides safe browsing and data protection to your compatible iOS (iOS14 or later) or Android (Android 10 or later) mobile devices when you’re connected to an unsecured WiFi network away from your home network. Safe browsing helps prevent you from accessing risky websites whenever and wherever you access the Internet on your device.

Data protection will automatically enable a secure and encrypted tunnel, protecting your device and data whenever you connect to an unsecured WiFi network (a WiFi network that doesn’t require a password to join).

How do I get Advanced Security on the go?
Advanced Security on the go is available to all xFi Complete customers with a compatible mobile device (iOS 14 or later, Android 10 or later).

If you decide to downgrade from xFi Complete, Advanced Security on the go will be disabled on your device(s) and your Xfinity VPN profile won't work.

How do I enable Advanced Security on the go?
Advanced Security on the go is a device-specific feature available through the Xfinity app on compatible iOS and Android mobile devices.

To enable it:

1. Open the Xfinity app.
2. Go to the Security tab.
3. Tap Advanced Security.
4. From the Advanced Security on the go page, select I Agree.
5. The first time it’s enabled on a device, the app will walk you through installing the Xfinity VPN.

If you’re using an Android, you also need to allow the Xfinity app to have location permissions to detect network changes and automatically enable the VPN. Your location is never collected, used or shared by Comcast.

For more information on the device settings needed for Advanced Security on the go, see using Advanced Security on the go.

Note: Advanced Security must first be enabled on your network for Advanced Security on the go to be enabled on a device. See Using xFi Advanced Security for more information.

Can I use my phone’s original VPN settings to turn Advanced Security on the go on or off?
No. Advanced Security on the go needs to be turned on or off through the Xfinity app on your device.

I enabled Advanced Security on the go. How do I know it’s working?
You can confirm Advanced Security on the go is working by looking for the VPN icon to appear on your mobile device’s screen when you’re connected to any network outside of your home network. On iOS devices, you’ll see the letters “VPN” on the screen, and for Android devices a key symbol will appear on the screen; this means the feature is enabled.

As your device connects to different out-of-home networks, you’ll be protected against risky websites. As you connect to unsecured WiFi networks, a secure and encrypted connection will be established to protect your data and device.

If you don’t see the VPN icon appear, you might not be connected to the Internet. In that case, we’ll turn the feature off and turn it back on again when you reconnect.

Can I enable Advanced Security on the go on all my devices?
Yes, it can be enabled on any compatible iOS (iOS14 or above) or Android (Android 10 or above) mobile devices that have the Xfinity app downloaded and is logged into by the primary account holder or a manager user.

Note: This is a device level setting and needs to be enabled through the Xfinity app on each device individually.

Why is a certain website blocked by Advanced Security when I’m not connected to my home network?
Advanced Security on the go helps protect you from accessing risky websites on your device regardless of what connection type it has (cellular data network, public WiFi). To access a blocked website, open the Xfinity app and go to Security > Advanced Security. From the security risk dashboard, locate the blocked website you want to access and select “Allow Access” to unblock the site for one hour.

If you’re trying to access a website you think is being mistakenly blocked by Advanced Security, submit a request for re-assessment at spa.xfinity.com. We'll review your request and typically provide an update within three business days.

Will Advanced Security on the go impact my connectivity speeds out of the home?
It depends on the type of Internet connection you’re using outside of the home.

If you're connected to an unsecured WiFi network (no password required), then data protection will be enabled. If you're connected to an unsecured WiFi network and are experiencing severe Internet connectivity issues, try turning off the feature and see if your connectivity improves.

If we detect your phone is connected to a slow WiFi network, or if it has a very weak signal, data protection will be turned off. This reduces the impact of using a VPN on a slow network. Safe browsing will stay on to prevent you from visiting risky websites.

Note: Since Advanced Security on the go will be turned off when you’re on your home network, it won’t impact the Internet speeds to your device when connected to your private in-home WiFi network.

How do I turn off Advanced Security on the go?
You can disable Advanced Security on the go two ways:

1. Using the device that has the feature enabled, open the Xfinity app and navigate to Security > Advanced Security > Gear icon on top right corner > tap Advanced Security on the go and turn the feature off.
2. If you can’t access the Xfinity app at the time but want to disable the data protection, you can delete the Xfinity VPN profile. For directions on how to do this, see Using Advanced Security on the go.
   

Note: Turning the VPN off (or on) through your device’s original settings won’t work.

What information is collected while using Advanced Security on the go?
This feature has been designed to protect your device and information when you’re connected to an unsecured WiFi network outside of the home. To offer data protection, the following data points are collected and used by Comcast: the VPN server used, bytes and minutes of usage, location country code (e.g., US), device OS information, device hardware information and the last usage date and time. This information is temporarily stored by Comcast for the safe browsing feature and then deleted from our systems.

The following information is collected to offer Advanced Security on the go, but never stored by Comcast: VPN server list, VPN connection port number, domain name, DNS servers and the encryption key.

For more information about Comcast’s commitment to privacy, visit the Xfinity Privacy Center.

Can I use Advanced Security on the go along with another VPN on my device?
No. You can use Advanced Security on the go or another VPN client. If you decide to use Advanced Security on the go, we recommend uninstalling other VPNs from your device.

Additional information

Visit our Online Support Center to find common solutions.

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