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XFINITY XFI COMPLETE — FREQUENTLY ASKED QUESTIONS

Have a question about xFi Complete? We can help!


FREQUENTLY ASKED QUESTIONS

GENERAL FAQS

What is xFi Complete?
xFi Complete expands the Xfinity Internet experience and gives you all the great
features of xFi, plus:

 * Whole Home WiFi, which automatically evaluates your network performance to
   get the most WiFi coverage throughout your home.
 * Unlimited Data (not available in all areas).
 * An upgrade to your Gateway after three years at no extra cost for a better,
   more reliable connection for your home.
 * Advanced Security on the go, which provides safe browsing and data protection
   to your mobile devices when you're not at home.
   
   

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 xFi and add xFi Complete by contacting us or by
signing up.

Does xFi Complete come with unlimited data?
Yes, xFi Complete includes unlimited data. Note that unlimited data isn’t
available in all areas.

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).

Connection TypeSafe BrowsingData ProtectionVPN Icon
Data Network – 4G, 5G, LTE, etc.OnOffOnSecured WiFi NetworkOnOffOnUnsecured WiFi
NetworkOnOnOnUnsecure Xfinity Hotspot – xfinitywifiOnOnOnSecure Xfinity Hotspot
– XFINITYOnOffOnInflight WiFi or Car WiFiOffOffOffSlow NetworkOnOffOn


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, open the Xfinity app, go to the Connect tab, and then tap Advanced
Security. From the Advanced Security on the go page, select “I Agree." 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 native 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
Connect > 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 Connect > 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 native 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.

TECH UPGRADE

What is Tech Upgrade and how does it work?
Only Xfinity will upgrade your Gateway after three years at no extra cost for a
better, more reliable connection for your home. Tech Upgrade is a new program
that makes sure your leased equipment stays up to date and continuously provides
you the best Internet experience.

Who can take advantage of this Tech Upgrade program?
You’re eligible for a tech upgrade if you:

 * Are a current Xfinity post-pay Internet residential customer (excluding
   Internet Essentials) with xFi Complete and have a current and active
   Xfinity account in good standing with no past due balances;
 * Lease an Xfinity Gateway;
 * Are 18 years of age or older and a legal resident of a state where this
   program is available; and
 * Have maintained the Xfinity xFi Complete and leased Xfinity Gateway
   (“Qualifying Services”) for a continuous three years after activating the
   Qualifying Services.
   
   

If you receive Xfinity services through bulk or similar accounts, agreements or
arrangements through which services are paid by a third party, you aren’t
eligible to participate in the program unless you have an individually billed
account that satisfies the eligibility requirements referenced above.

Tech Upgrade is subject to the Tech Upgrade terms and conditions.

What if something happens to my Gateway before three years?
We’ll still take care of it by helping fix what’s wrong with your Gateway,
including swapping it out for new equipment if needed, regardless of the
three-year mark.

Will my Tech Upgrade timeline reset if I move to an address where xFi Complete
is available?
If you keep the same services and move your equipment yourself, your device
timeline won’t reset.

If you’re given the option to upgrade/add equipment or receive a Getting Started
kit, your device timeline will reset.

If you have a professional installation of your device, the timeline may reset
if new equipment is installed.

How will I know when my Gateway’s eligible for a Tech Upgrade?
You can check the Xfinity app and My Account to see when your Gateway will be
eligible for a Tech Upgrade.

Note: This feature will be available in late 2022.

I’ve been an xFi Complete customer for more than three years. Why can’t I get an
upgrade now?
The Tech Upgrade program launched on March 8, 2022 for all new and existing xFi
Complete customers. First-time customers will be eligible for a new Xfinity
Gateway as part of this program in March 2025. The program was created with an
eye toward the future and the pace at which technology evolves. However, if at
any point before your Tech Upgrade eligibility date your Xfinity Gateway stops
working or isn’t supporting the speeds of your current Internet plan, we’ ll fix
the problem or swap your equipment.


RELATED ARTICLES

How To Return or Exchange xFi PodsUsing Xfinity xFi Advanced SecurityUsing
Advanced Security on the GoOverview of Xfinity GatewaysxFi Complete Tech Upgrade
Terms and Conditions


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