Support

Setup & Activation
How do I activate my account?

If you purchased your Xfinity Prepaid Starter Kit or Modem Kit in a retail store, please wait 48 hours after purchasing before attempting to activate your service at my.xfinityprepaid.com.

If you purchased your Prepaid Starter Kit or Modem Kit online or by phone, when it arrives, please visit my.xfinityprepaid.com to activate.

Note: The service included with your Prepaid Starter or Modem Kit expires 30 days from the time it is activated.

How do I connect and power up?

First, connect the coax cable from your cable wall outlet to the Cable In/RF In connection on the back of your Wireless Gateway (modem and router in one). Make sure the connections are secure, but to avoid damaging the connectors, do not over-tighten.

Then, connect the power cord into the back of your Wireless Gateway and plug the other end into the electrical outlet. Wait until the Online light is solid for at least 1 minute on the Wireless Gateway. Use the Network Name and Password printed on the bottom (or side) of your Wireless Gateway to connect to your wireless network. Finally, activate your account at my.xfinityprepaid.com to enjoy your Xfinity Prepaid Internet service.

What if I can't access the Internet?

Please refer to the troubleshooting tips in the Getting Started Guide included with your Prepaid Starter Kit or Modem Kit.

If you’re still having issues with your connection, there could be a network outage. Visit the Xfinity Status Center to check outage maps and get an estimated timeline for when your connection will be restored.

Xfinity Status Center
Pricing
How much does it cost?

The Prepaid Starter Kit or Modem Kit includes a Wireless Gateway, all necessary cables, and a user guide. Prepaid Internet is $45 for the first 30 days. After that, additional service refills cost $15 for 7 days or $45 for up to 30 days.

How do I refill my service?

There are a few easy ways you can refill your service:

For your privacy, our Customer Care representatives can no longer accept refill payments over the phone.

To keep your service active without refilling manually, you can use a credit, debit or prepaid card to set up AutoRefill online at my.xfinityprepaid.com.

Technical
Do I need a computer?

You will need to provide a WiFi enabled device such as a computer, smart phone or tablet. The Internet Xfinity Prepaid Starter Kit or Modem Kit includes a Wireless Gateway (modem and router in one), coax cable, Ethernet cable and power cord. To establish a direct connection, rather than using WiFi, use the Ethernet cable to get a wired connection.

Can I use my existing Wireless Gateway?

No, Xfinity Prepaid Internet service can only be accessed through the Wireless Gateway included in your Starter Kit or Modem Kit.

What type of Internet speed will I get?

Xfinity Prepaid Internet service offers up to 50 Mbps of download speed and up to 10 Mbps of upload speed. Actual speeds may vary and are not guaranteed.

How can I improve my WiFi network performance?

As of March 2021, your Xfinity Prepaid Internet service now provides up to 50 Mbps of download speed and up to 10 Mbps of upload speed. To enjoy this recent speed update, you must restart your modem. You can restart your modem manually by unplugging the power cable, waiting one minute, and plugging the power cable back in.

You can check your Internet speed with a free service from Xfinity to see how long it should take you to download and upload data. To get started, visit Speed Test from Xfinity.

Internet performance may slow if congestion or interference is particularly high in your neighborhood, or your device has too many applications running. Learn more.

If you are having performance issues, visit the Xfinity Status Center to troubleshoot your modem online or check for local outages.

What if I can't access the Internet?

Please refer to the troubleshooting tips in the Getting Started Guide included with your Prepaid Starter Kit or Modem Kit.

If you’re still having issues with your connection, there could be a network outage. Visit the Xfinity Status Center to check outage maps and get an estimated timeline for when your connection will be restored.

Xfinity Status Center