WELCOME TO XFINITY MPK_X1_1013.indd 1
2 Thank you for Choosing XFINITY. What does it mean when you have XFINITY? It s TV, Internet, phone and home security and control, all working together and constantly improving to give you instant entertainment and connection anywhere, anytime, on any screen. It s having your favorite TV shows and movies with you wherever you go. It s news, sports, funny videos anything you can think of, as fast as you can think of it. It s connecting with friends and family in new, more personal, ways. With XFINITY, you have the ultimate entertainment experience at your fingertips. Chances are you re exploring things already, but we d love to show you around your new services to help point you in the right direction. Take a look at the Quick Start Guide for easy, how-to instructions. And the Take Your Service to the Next Level section is filled with information on apps and extras that heighten your XFINITY experience even further. We know you ll love being a part of XFINITY and we guarantee it. For a complete online resource visit comcast.com/welcome. To stay plugged into the latest, Like us on facebook.com/xfinity. Services and features vary based upon service level. MPK_X1_1013.indd 2
The Comcast Customer Guarantee 3 1. We will give you a 30-day, money-back guarantee on our video, voice or high-speed services. If you re not satisfied with these services and wish to cancel for any reason, you can do so in the first 30 days and get your money back. Simply return all equipment in good working order and we ll refund the monthly recurring fee for your first 30 days of service and any charges you paid for standard installation. 2. We will always be on time within your 2 hour appointment window or we ll credit you $20 or give you a free premium channel for three months. As a courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled visit during the appointment window, we will credit you $20 or give you a free premium channel for three months.* 3. We will resolve routine issues in one visit or we ll credit you $20 or give you a free premium channel for three months. After the first visit to your home, if we do not satisfactorily complete installation or can t resolve a routine issue, we will credit you $20 or give you a free premium channel for three months. Additionally, we won t charge you for a service visit that results from a Comcast equipment or network problem.* 4. We will treat you and your home with courtesy and respect. Our technicians will display their Comcast identification clearly when they arrive at your home. They will be trained and equipped to complete the job on the first visit. Our Customer Account Executives (CAEs) will be courteous and knowledgeable when you contact us. 5. We re here for you, 24 hours a day, 7 days a week to answer questions at your convenience. You can contact us regarding any service-related issue by calling 1-800-XFINITY or in any of the following ways: online via Ask Comcast; Live Chat online with a Comcast technician; Online Community Forum; send us an email and receive a response within 24 hours. 6. We will offer easy-to-understand packages and provide you with a clear bill. Our packages are designed to be straightforward. A call or visit to our website makes it easy to find a package that s right for you. We aim for the same clarity with our bills. You can view your monthly statement and service details anytime by visiting xfinity.com. 7. We will continually offer the best and most video choices. We re working hard to bring more choices to our customers instantaneously by using the full power of our advanced network and decades of television experience. We will use XFINITY On Demand to bring you dramatically more content choices, including more movies, more sports, more kids programs, more network TV shows and more HD than anyone else. *$25 credit provided in Comcast systems in Illinois. MPK_X1_1013.indd 3
4 CONTENTS Quick Start Guide 5-11 XFINITY TV 11 Troubleshooting 12-13 XFINITY Internet 14-17 XFINITY Voice Take Your Service to the Next Level 18-19 XFINITY Apps 20 XFINITY On Demand 21 Premium Channels, Streampix 22 XFINITY Home, XFINITY Signature Support 23-24 Self-Service HELP & SUPPORT XFINITY TV, XFINITY Internet and XFINITY Voice. local channel lineup. DVR (digital video recorder) works. Constant Guard (online security and protection features). voicemail and email. Ecobill. NEED HELP? comcast.com/help CHAT WITH US comcast.com/chat CALL US 1-800-XFINITY xfinity.com/x1 welcome.comcast.net/x1 MPK_X1_1013.indd 4
XFINITY TV Remote Control 5 TV Power: Turns on or off your TV. All Power: Turns on or off your TV and set-top box. Exit/Stop: Returns you to the last channel you were watching or stops the On Demand or DVR program. Rec: Press to record any program with one touch. XFINITY Menu: Access the On Demand, Apps, Search and Settings. Page Up/Page Down: one page up or down in lists, and also jumps you 5 minutes forward or backward when watching a program. Guide: Displays TV Listings in multiple guide views. OK: Selects a highlighted item. Info: Displays detailed program information. Last: History of previous channels or programs, or previous menu viewed. : Provides shortcuts for sort, filter, search and more. Setup: Programs your remote to control your TV. Services and features vary based on service level. An additional monthly fee applies to DVR service. Your remote control may vary slightly from the one pictured here, but the basic functions should remain the same. Some features may not be available in all areas. For a complete list of Comcast remotes go to comcast.com/remotes for more details. MPK_X1_1013.indd 5
6 XFINITY TV On-Screen Guide XFINITY TV on the X1 Platform is a more personalized TV experience that makes it easier to manage, access and share the entertainment you love. MAIN MENU Need to see what s on TV? Do you want to get to your DVR recordings? Each press of the button on your X1 remote control will cycle you Guide: Shows you every program on every channel airing within the next two weeks. Saved: View and modify your DVR recordings and favorite programs, people, channels and sports teams. XFINITY On Demand : Enjoy the best selection of current TV shows and hit movies, available on any screen, all included with your XFINITY subscription. Apps: Check local weather and traffic, get the latest sports scores, listen to tunes on Pandora or share with friends on Twitter and Facebook. Search: With X1, just one simple search let s you see what s on live TV, XFINITY On Demand and your DVR. Settings: Adjust device settings like audio and picture resolution and set Parental Controls. You can also find helpful tutorials on commonly used functions and features. Want to know more about your X1 Platform features? Visit xfinity.com/x1. MPK_X1_1013.indd 6
XFINITY TV 7 XFINITY On Demand HOW TO ENJOY XFINITY ON DEMAND There are two ways to do it. 1. Press on your X1 remote control and use the arrows to highlight On Demand, or go to Channel 1 to browse through the library of programs. Catch up and keep up with your favorites. choices are free. or Redbox. On Demand. Start a movie on the couch, finish it on your pillow. XFINITY ON DEMAND : ANYTIME. ANY SCREEN. Watch anytime on TV, on your laptop at xfinity.com/tv or on your tablet or smartphone with the XFINITY TV Player app. 2. Visit xfinity.com/tv to get XFINITY On Demand movies and shows anytime, anywhere., STARZ these shows are On Demand as well. XFINITY On Demand programming requires subscription to TV service package with XFINITY On Demand programming. XFINITY On Demand selections subject to charge indicated at time of purchase. MPK_X1_1013.indd 7
8 XFINITY TV DVR Controls Watch what you want, when you want, and never miss your favorite programs. DVR SERVICE Schedule your DVR to record a favorite series automatically or record a great movie or event, then watch it when you want. on your X1 remote to launch the Info panel. Or while you re watching a show, press on your remote to start recording immediately. 2. Press 3. Select a program to play. DID YOU KNOW? Info panel and pressing on your remote. Then, choose RECORD SERIES and press the button. DVR service. You can even start watching in one room and finish in another. apps on your tablet or smartphone. Check the TV Listings, then set your DVR to record your choices, including currently airing programs. xfinitytv.comcast.net/tv-listings to schedule recordings. xfinitytv.comcast.net/mytv/dvr to manage or delete recordings. Want more details? Visit xfinity.com/x1. MPK_X1_1013.indd 8
XFINITY TV 9 Parental Controls Parental Controls let you set the rules when it comes to what your family can watch. WHAT KIND OF SHOWS CAN YOUR CHILDREN WATCH? You have the ability to prevent your kids from seeing programs or channels you don t want them to watch. button on your remote and select Settings. If you don t have Parental you can choose a PIN and setup Parental Controls. xfinitytv.com and your XFINITY Player smartphone and tablet applications by visiting xfinitytv.com/mytv/settings. xfinity.com/parentalcontrols. MPK_X1_1013.indd 9
10 XFINITY TV TV Setup Guides COMPOSITE CABLE CONNECTION COMPONENT VIDEO/COMPOSITE AUDIO CABLE CONNECTION XFINITY Set-Top Box (Back) Actual device may vary. XFINITY Set-Top Box (Back) Actual device may vary. Cable In/RF In Output Power Cable In/RF In Output Power Coax Composite Cable Power Coax Component Video/Composite Audio Cables Power Input Input Cable Wall Outlet TV Electrical Outlet Cable Wall Outlet TV Electrical Outlet HDMI/COAX CABLE CONNECTION XFINITY Set-Top Box (Back) Actual device may vary. Cable In/RF In HDMI To TV/RF Out Power Coax HDMI Coax Power HDTV Or Non-HDTV Cable Wall Outlet Electrical Outlet TV Reception Information The cable we have installed in your home is approved by the Federal Communications Commission (FCC), and is safe and reliable for carrying cable TV signals. Here are a few tips to keep it that way: 1. During severe electrical storms, you should unplug your TV set and set-top box to avoid damage. Comcast and the TV manufacturer are not responsible for damage that occurs due to acts of nature. 2. Your set-top box operates on 110 volts, so take all the precautions you would for any small appliance such as checking to see that the cord is not worn or damaged. MPK_X1_1013.indd 10
XFINITY TV 11 3. For your own safety, do not attempt to open or otherwise tamper with your set-top box. 4. If you have someone other than Comcast install the inside wiring in your home, or if you do it yourself, ensure that it complies with applicable governmental regulations (such as the FCC signal-leakage rules) and does not interfere with the normal operations of the cable system and other communications systems (such as radio used by the police and fire departments) and devices. Troubleshooting NEED HELP WITH THE REMOTE CONTROL? xfinity.com/remotes for remote control programming support, code lookup tools and frequently asked questions. FORGOT OR DON T KNOW YOUR COMCAST ID? mycomcastid.com. UNABLE TO GET ONLINE? NO DIAL TONE? are charged. problem is isolated to one phone or one jack. NOT RECEIVING CALLS? activated. For even more troubleshooting tips, visit comcast.com/welcome. MPK_X1_1013.indd 11
12 XFINITY INTERNET xfinity.com Get the fastest in-home Wi-Fi for all rooms, all devices, all the time. Access everything in one convenient place: it s as easy as 1-2-3. 1. VISIT XFINITY.COM AND SIGN IN WITH YOUR COMCAST ID mycomcastid.com. 2. CLICK ON THE CONNECT TAB TO SETUP YOUR EMAIL books from other providers in one convenient place. 3. VISIT COMCAST.COM/CONSTANTGUARD TO DOWNLOAD CONSTANT GUARD PROTECTION SUITE, INCLUDED WITH XFINITY INTERNET provider a $360 value included at no additional cost. * and credit cards for greater peace of mind when shopping and banking online. mobile app, you can protect your smartphones and tablets for safer online banking and shopping on the go *Norton is a registered mark of Symantec Corporation. IDENTITY GUARD is a registered mark of Intersections Inc. Constant Guard not available with Macintosh systems. For details about Constant Guard for Macintosh, visit xfinity.com/cgmac. MPK_X1_1013.indd 12
XFINITY INTERNET 13 XFINITY Connect gives you one simple online hub for convenient access to your email, voicemail, contacts and calendar from anywhere. Internet Setup Guide Cable/RF In Coax Ethernet Cable Wall Outlet Desktop Or Ethernet Laptop Power Power Electrical Outlet XFINITY Modem (Back) Actual device may vary. For a complete XFINITY Internet resource, visit comcast.com/welcome. MPK_X1_1013.indd 13
14 XFINITY VOICE More Ways to Connect, More Ways to Save With XFINITY Voice, you now have more ways than ever to stay connected to your friends and family, whether at home or on the go. SETUP YOUR VOICEMAIL XFINITY Voicemail can be setup in three easy steps. 1. Dial *99 from your home phone. 2. Follow the tutorial to set it up and create a password. 3. To change your Voicemail PIN, visit customer.comcast.com/help-and-support/ phone/change-voicemail-password. UNLIMITED NATIONWIDE CALLING AND TEXTING* ipads and ipod touches, at home or on the go. (included at no extra cost). ADVANCED CALL FORWARDING* Never miss a call forward calls from your home phone right to your mobile device. Visit comcast.com/voice2go to get started. ACCOUNT SECURITY To make sure your account is secure, you ll receive a letter with a randomly generated security PIN, along with important information about how Comcast is protecting your privacy. Please read and save the letter, as you may need this PIN to access your Comcast account information. Visit comcast.com/help to change your PIN. For a complete online resource for XFINITY Voice, visit comcast.com/welcome. MPK_X1_1013.indd 14
THREE WAYS TO ACCESS VOICEMAIL ANYWHERE You can access your messages whether you re home or out. 1. Traditional Calling Method XFINITY VOICE 15 begins, then enter your password. 2. Voicemail Online xfinity.com Internet, log on with your username (Comcast ID) and password. voicemail password. 3. Readable Voicemail** anytime access on the go. xfinity.com/readablevoicemail to get started. FOR INTERNATIONAL CALLS*** Visit comcast.com/welcome for details. xfinity.com/voice to learn more. ECOLISTING directory listing website. ecolisting.com to start searching.**** OPERATOR ASSISTANCE Need an operator to help you place a call? We re always here. live operator.** *Requires subscription to XFINITY Voice Unlimited or Unlimited Select Plan. **Requires XFINITY Internet subscription. ***Subject to additional charges. ****Ecolisting may not be available in all areas. MPK_X1_1013.indd 15
16 XFINITY VOICE 911/611/411/711 SERVICES Voice tech support. and more.***** BACKUP BATTERY A battery backup and battery monitoring are not provided free of charge to available for purchase. Please call 1-888-972-1261 for pricing and details. XFINITY Voice uses the electrical power in your home. If you do not have a battery backup, you will not be able to use this service, including the ability to make emergency device. This battery will provide additional hours of service during a power outage. calls, during a power outage. your phone service. For pricing and additional details on purchasing a battery backup, call 1-888-972-1261. UNLIMITED SELECT CUSTOMERS customer.comcast.com/help-and-support/phone/xfinityvoice-unlimited-select *****Charged on a per-call basis. MPK_X1_1013.indd 16
Caller ID XFINITY VOICE 17 You can see the number and, if available, the name of the incoming caller on your TV, PC, laptop, tablet and phone. Home Phone Features Caller ID, Call Forwarding, Call Waiting. The list goes on and on. Visit comcast.com/welcome to learn more. HERE S A QUICK GUIDE TO ACCESSING SOME FAVORITE FEATURES: FEATURE TO ACTIVATE TO DEACTIVATE CALL FORWARDING *72 *73 CALL WAITING Automatically activated *70 CALLER ID BLOCKING *67 CALL SCREENING *60 *80 CALL RETURN *69 *89 REPEAT DIALING *66 *86 SPEED DIALING *74 n/a CALL TRACE *57 n/a CALL REJECTION *77 *87 Automatically deactivated after call CALLER ID Allows you to see the number and, if available, the name of the incoming caller on your phone. To learn more about Caller ID to your TV and PC visit xfinity.com/callerid. CALL FORWARDING Forward your incoming calls to another local or domestic long-distance number. CALL WAITING Receive another incoming call without having to disconnect the first. CALLER ID BLOCKING Ensure that your name and number are marked as private or anonymous. CALL SCREENING Create a list of up to 12 numbers that will receive an announcement that you are not currently accepting calls. CALL RETURN incoming call. REPEAT DIALING Will redial a busy number until it is available. SPEED DIALING Dial your frequently called numbers with a few buttons. 3-WAY CALLING Talk to two people in different locations on one call. MPK_X1_1013.indd 17
18 TAKE YOUR SERVICE TO THE NEXT LEVEL Here are More Ways to Access and Enjoy What You Love This section is full of information about XFINITY apps and extras that take your XFINITY experience to an even higher level. The XFINITY TV Player app turns your mobile device into a TV screen, wherever you are. And XFINITY Home is a new total home security and control solution that lets you stay connected to your home and family from anywhere. Get remote video monitoring, lighting, thermostat controls and more all right from your mobile device or PC. To name a few. Take a minute to explore the many ways you can do more with your XFINITY service. XFINITY Apps Bring XFINITY with you and stay connected on the go. XFINITY TV PLAYER APP Watch thousands of your favorite XFINITY On Demand TV shows and movies on your tablet or smartphone. Plus, you can download your mobile device and watch them anytime, anywhere even when you re offline. Download now from: itunes Google Play Amazon Appstore XFINITY TV REMOTE APP Use your smartphone or tablet as a remote control to change channels, search XFINITY On Demand and TV listings or even schedule your DVR when you re away from home. Download now from: itunes Google Play Windows Phone Store MPK_X1_1013.indd 18
19 CONSTANT GUARD MOBILE APP Help protect your smartphone or tablet on the go with onetap login for safer online banking and shopping. XFINITY CONNECT APP You now have more ways than ever to stay connected to your friends and family, whether at home or on the go. your wireless plan.* Visit xfinity.com/mobile-apps for details. XFINITY WIFI APP Download the XFINITY WiFi app to find hotspots near you, get directions to hotspots in your area and create a list of your favorite hotspots. Learm more at xfinity.com/wifi. XFINITY HOME APP Look after your home, family and valuables while on the go with the XFINITY Home app. Find out more about XFINITY Home on page 22. Dallas available on XFINITY TV app App Store is a service mark of Apple, Inc. Android is a trademark of Google, Inc. Use of this trademark is subject to Google permissions. The TNT logo is a trademark of Turner Broadcasting System, Inc. a Time Warner Company. All rights reserved. Requires your mobile device to be connected to the Internet. *Requires subscription to XFINITY Voice Unlimited or Unlimited Select Plan. MPK_X1_1013.indd 19
20 XFINITY TV Anywhere XFINITY ON DEMAND XFINITY TV gives you more ways to get more entertainment. With XFINITY On Demand, enjoy the best selection of current TV shows and hit movies, anytime, on any screen and all included with your subscription. Explore XFINITY On Demand from the comfort of your living room or on the go, from your laptop, tablet or smartphone. XFINITY.COM/TV No matter where you are, you can enjoy many of your favorite XFINITY On Demand, or STARZ, you can watch their On Demand choices online as well. XFINITY and Verizon Wireless With XFINITY and Verizon Wireless teaming up, now you can enjoy the best at home and on the go plus exclusive savings and features. Get the smartphone or tablet of your choice, and watch your favorite XFINITY On Demand shows and movies over 4G LTE, only with Verizon Wireless. Visit comcast.com/wireless to learn more. XFINITY On Demand programming requires subscription to TV service package with XFINITY On Demand programming. XFINITY On Demand selections subject to charge indicated at time of purchase. 4G LTE is available in 500 markets in the U.S.; see vzw.com. Data charges may apply. Samsung and Galaxy S are registered trademarks of Samsung Electronics Co., Ltd. MPK_X1_1013.indd 20
21 Premium Channels Popular originals like Game of Thrones plus blockbuster movies. Acclaimed series like House of Lies, plus sports and Hollywood hits. A lineup of first-run movies and hit original series like Spartacus. Sherlock Holmes: A Game of Shadows plus originals, with a focus on mature themes in the evening. Streampix With Streampix, enjoy unlimited access to thousands of hit movies and entire past seasons of TV shows all for a low monthly fee of $4.99. Watch as much as you want, as many times as you want on your TV, laptop, tablet or smartphone. shows like Lost and Ugly Betty. Plus, a deep catalogue of award winning films like Message in a Bottle, Meet Joe Black and The Green Mile. from one provider so you won t need an additional subscription service. On Demand, online at xfinity. com/streampix or with the XFINITY TV Player app. Lost available on Streampix For information about XFINITY policies and terms of service, go to comcast.com/policies. Not all services available in all areas. Pricing and services subject to change. TV: Basic Service subscription required to receive other levels of service. On Demand selections subject to charge indicated at time of purchase. Call for restrictions and details. HBO, Cinemax and related channels and service marks are the property of Home Box Office, Inc. SHOWTIME and related marks are registered trademarks of Showtime Networks Inc., a CBS Company. STARZ and related channels and service marks are the property of Starz Entertainment, LLC. Lost ABC Studios, Inc. All rights reserved. Additional charge may apply to Streampix depending on level of service. MPK_X1_1013.indd 21
22 XFINITY Home XFINITY Home gives you a total home control solution that simplifies your life. Look after your home, family and valuables from anywhere. Enjoy peace of mind with a secure network and 24/7 professional monitoring. Get real-time text and email alerts when doors and windows are opened and live video monitoring in and outside your home. Remotely adjust your lighting and thermostat and save up to 10% on your energy bill. Now introducing EcoSaver a new technology that learns your heating and cooling preferences to save energy while keeping you comfortable. XFINITY Signature Support Spills happen! Protect your computers, laptops, tablets, e-readers, gaming systems, flat-panel TVs and more. One simple plan covers multiple devices. 24/7 premium tech support for help with PC tune-ups, wireless networking, virus removal, online security and more. signaturesupport.xfinity.com/welcome or call 855-829-2958. Minimum term contract required for XFINITY Home. Early termination fee applies. Actual energy savings may vary based on usage and other factors. Visit http://www.energysavers.gov/your_home/space_heating_ cooling/index.cfm/mytopic=12720 for details. State License Numbers: AL: 12-1484, 12-1504, AR: E2012-0030, AZ: 280515, CA: ACO 7118, Contractors #974291, CT: 1040196, ELC. 0198688-L5, ELC.0189754-C5, DC: ECS902687, DE: FAL-0299, SSPS LIC# 11-123, FL: EF0000921, EF20001002, GA: 10037332, LVU406303,-406264,-406190, IL: PACA #127-001503, LA: F 1691, MD: 107-1776, ME: LM-50017039, MI: 3601206217, MS: 15018010, NC: 2335-CSA, NJ: 34BF00047700, NM: 373379, NY: Licensed by the N.Y.S. Department of State #12000305421, OH: 53-89-1732, OR: CCB 192945, SC: SCBA-13497, SCFA-13440, TN: ACL 1597,-1604, TX: Comcast Security-B-02571, ACR-1818, Xfinity Home-B-16922, ACR- 1672104, UT: 8226921-6501, VA: DCJS 11-7361, 2705145289, VT: Type S-ES-2366, WA: COMCABS892DS, WV: LV2128157360212, WV049211. MPK_X1_1013.indd 22
SELF-SERVICE 23 How to Help Yourself Manage everything from anywhere. MY ACCOUNT You can visit comcast.com/myaccount to setup your account, create a user profile and manage your settings. to save time. MOBILE Anytime, anywhere, you can use your smartphone or mobile device to manage your Comcast account. Pay Your Bill: Take a photo of your credit card from your mobile phone. Connection Status: Log in from your phone to see whether it s your connection or a system-wide outage. Equipment Reset: Reset your Internet modems right from your mobile phone. comcast.com/help for more information. ALERTS At comcast.com, you can sign up for helpful service alerts via text message or email. Once registered, text any of these commands to 266278 and we ll text you right back. LOC: Provides address of closest service center. BAL: Provides your latest balance information. OUT: Tells you if you are currently in a service outage. NOAPPT: Cancel a scheduled service call. STOP: Unsubscribe from Comcast text alerts. HELP COMMAND: See a list of available features. MPK_X1_1013.indd 23
Manage Your TV, Internet and Voice Accounts Setup a user profile and manage your account with us. It s simple! QUESTIONS ABOUT YOUR BILL? comcast.com/help. comcast.com/welcome. LEARN ABOUT OFFERS Keep up-to-date on the latest news about your service as well as XFINITY offers comcast.com/preferences, enter your email address and let us know what you want to hear about. IMPORTANT INFORMATION XFINITY Internet Primary username @comcast.net Password Additional username @comcast.net Password XFINITY Voice Voicemail Password Security PIN 2013 Comcast. All rights reserved. MPK_X1_1013.indd 24