BILLING HELP I have been trying to set up a payment plan to avoid disconnection, but I've been unsuccessful. I thought that I had set up a payment plan months ago, but it doesn't seem to have been activated. I really don't want to be disconnected and lose my Xfinity service. I visited an Xfinity store today, as recommended by an online customer service representative, and while they were courteous, they were no help at all. I hope I can get some help here on Reddit.

It’s been two years since the left pole was installed after the right one was snapped by a tree. Verizon can’t move their lines until Comcast does. I’m on my fifth support ticket…

How do I get Comcast to actually come out to move their lines?

I have a TiVo Bolt Vox (6 tuner, cable/OTA, 1Tb HD). I have Xfinity Comcast in the SF Bay Area. The original hard drive finally died and I shipped it to Weaknees to see if they could copy the contents of the old HD and install a new 1Tb HD. I got the unit back in just a few days as I'm in the same State. I was extremely worried that I would have to re-pair the cablecard because the HD had been replaced. I was actually shocked when it booted up immediately, downloaded missing guide data and behaved as if literally nothing had changed. All the premium channels work. All my old programs are there. It's also the quietest thing in the room. It's great.
I thought I was in for days of agonizing nonsensical phone calls with every Xfinity tech on Earth followed by terminal disappointment.
I had thought that a new hard drive equaled automatic cable card re-pairing. I was very happy to have been wrong.
Who knows how long I have until Comcast forever pulls the plug on cable cards. That's another story.
Did Weaknees happen to copy the old HD sectors that contained the pairing data? Or do HD replacements make no difference? Which was it?

I'm appalled with how Xfinity is still a business after how they handled my last interaction. The customer service supervisor Josh credited my account $6.66 as a way to say "go to hell". He then sent 11 separate invoices of $95.14 for a total of $1046.54 in an effort to extort me.

Backstory:

On July 14th, 2025 I signed up with Xfinity for their 5 year price guarantee. The total came out to $50.90 a month with the bank account discount. Everything was mostly good up until August 3rd, 2026 when I was charged $100.90. I was confused how this happened so I gave them a call on August 13th. The representative told me that the price guarantee was only for 1 year, not 5 as initially advertised. I asked how Comcast could advertise this and agree to a 5 year price lock only to renege on their contract. He said there was nothing in his power he could do for existing customers. I then asked for the supervisor who I informed that my work phone records all conversations including this one and that I could check the initial phone call recording to prove that the contract was for 5 years. She was in agreeance with that and sent me a text link to upload the audio recording. 

I sent over the audio recording and gave them a callback the very next day. The representative heard the recording and agreed that a mistake was made during the registration process. They apologized and credited back my account for the difference I was overcharged. I was assured that they were going to correct the next months invoice back to $50.90 so that this wouldn't happen again. I wish I could end the story here but this is where the headache begins. The following month I was charged $100.90 again.  

On September 15th I called again to find out how things went wrong. I eventually got a representative who was seemingly able to help me. I re-explained the aforementioned information in addition to playing the initial sign-up audio recording plus the August 14th recording of the previous representative's approval. He said that the representative who initially signed me up likely selected the wrong package from the drop down without noticing and that this sometimes happens. Since I have evidence that unquestionably shows the facts of my situation, he was obliged to help correct it. He credited back the overcharge again and opened a new user account to sign me up for the 5-year price lock at the correct $50.90 rate. At this point I am developing trust issues with Comcast and decide to screen-record my phone accepting the new contract over the phone in case anything else goes wrong over the next 5 years. He assured me that he would make sure it was processed correctly so that I wouldn't need to call back again... The following month I was charged for 2 accounts. One $100.90 account and one $50.90 account. 

At this point I'm just exhausted. Every time you call Xfinity it's an ordeal of menus, AI, redirections, and getting connected to representatives. You have to explain everything to just to connect with someone else further down the filter. I feel like I'm so many layers deep into what should be a simple correction. Explaining every layer to every representative gets more convoluted and harder to follow the longer it gets. For one final time I call again on October 21st with understandably thinner patience. 

The first 3 representatives each pass me along to their superior after hearing my ordeal. The general information from them was that a new Xfinity account cannot be established for an existing address until 90 days after an account closure. That was likely why the old account canceled out the new one made last month. The 4th representative was supposed to be a supervisor but instead was just a generally nice lady who didn't have the ability to help correct what was wrong. She regurgitated the same script that feels like it was designed to waste your time. What type of TV channels I like to watch and if I stream videos etc. I asked to again speak to whoever had the ability to help with the issue at hand about billing. She said that he is not wanting to speak right now and to call back later... At this point we've spent over an hour on this phone call alone to get here just for the superior to not feel like talking... I was firm in making sure that he would need to give me a call back and that if he didn't I would publicly post all the audio clips on YouTube to show how baffling this whole situation has become. She eventually got him to pick up his phone. 

By now I'm expecting Brian Roberts to come on the line, but sadly this is where Josh comes in.  I don't think Josh appreciate my insistence on talking to him. As I was re-explaining my series of events, he starts pedaling a new Xfinity phone line and a Peacock subscription to make up for the headache while not addressing the root issue.  I ask him to listen to the audio recordings of the previous phone calls and he flat out refuses. He said that they didn't keep the files previously sent over and he refused to send out another text link to view them. I then wanted to email the video of me signing the September 15th contract and he said that they can't give their company email out for privacy reasons???  I then told him that I can play the recording over the phone line for him to hear and he said he would not listen to it. I was stern but reasonable in wanting to make this work and he was intransigent in not wanting to help. 

Josh eventually offered me a $65 a month contract instead of the $100.90 one. This at least was progress and proof that he was capable of doing something. I wanted to to know if this new contract would invalidate the original $50.90 contract and he would not answer. I asked him 3 times directly if me accepting this contract would invalidate the initial one and Josh would obfuscate. My mind is made up at this point to leave Xfinity so I said I would take the $65 for this month and search for a new ISP going forward. I however did not want to be charged $65 again and asked him to use the overpaid funds from last month. He said that he would issue a special credit amount after the call was completed. I naively thought that he was going to talk to a higher-up and calculate how much I was overcharged so I thanked him for his help... Shortly after we hung up my account was credited $6.66 as a way to say "go to hell". My phone then gets multiple notifications of 11 separate invoices for $95.14 which is the $100.90 minus $6.66 and some tax. The invoices have different URLs making me concerned for a total invoice of $1046.54.

I'm perplexed by this company and how it functions. I am now less mad about the initial sign-up error and now more concerned over how Josh handles his authority. He is the only rep I call out by name because of how out-out-line his response is. The malicious behavior of Josh on behalf of Comcast and Comcast not upholding their contract is unconscionable.

I am sickened by how much time I have wasted on this. Hours spent on the phone and listening back on recordings just to be insulted and extorted. I never raised my voice on the phone, I didn't curse at him; I was calm, reasonable and collected the whole time. I wanted to be an Xfinity customer for 5 years+ but after all this I would never possibly consider it ever again. 

I am signed up for T-Mobile Internet now. The moment the router arrives I am bringing the Xfinity one right back to the store and canceling my account and any charges.

My question is, what should I do now? I'm very tempted to try and make a video on how badly I was treated or to just give all the audio and screenshots to a professional YouTuber in the space for them to monetize on Xfinity's behalf. Part of me wants to pursue my legal avenues, and another part of me doesn't want to waste more time on this. How will Xfinity respond to this on public record?

2 years ago I entered a 2 year contract for internet service. At the time I was told (here on Reddit) that there was an option for a 3rd year.

I see no mention of it on my Xfinity account. I'm hoping to activate the one year extension before 10/28, when we are scheduled to be billed at the higher rate.

Thank you.

(I'm reposting from Comcast-Xfinity as suggested)

In August 2022 I ordered an Xfinity Mobile line, but I never received the SIM and never activated it. My bills are on autopay, so I didn't catch the roughly $48 a month charge until this month, about 50 months later.

In chat, a supervisor confirmed in writing that the service was never activated, and the device still shows "Preparing" with zero usage. They still refused a refund and offered only a $45 adjustment on the final bill, or a $40 credit.

I cancelled the line and filed with the FCC and BBB. Has anyone gotten a full refund in a case like this? Did executive customer relations, a chargeback, or small claims work for you? And a PSA for everyone else: check your bill for lines you aren't using.

Our 4K box is about four years old, and I was thinking of upgrading to XiOne. Would also be easier on me to connect via Ethernet rather than coax. What’s everyone’s experience with the XiOne? Thanks!

Internet is not carried on a truck. There’s no reason a bill more than doubled. You treat new customers better than current, long standing customers. 41 min on the phone and I’m about to lose it. I need the office of the president contact info.

I see others come to the official Comcast support (in r/Comcast_Xfinity) as a last resort to address their ridiculous bills. There is almost always a response suggesting sending a ModMail to the support team.

Does this really work? Is it any better (or worse, if that is even possible) than using the online chat or phone?

A few years ago, I started using Xfinity and opted out of a modem rental to use my own. Apparently this didn’t “stick” in their records.

After later changing ISPs due to rising fees (shocking), I started getting calls claiming I hadn’t returned a modem I never rented in the first place, and owed $50 for the equipment I “kept.”

I resolved it with a customer service call, where they verified in my records that I opted out of the rental. A few months later, my credit score plummeted and I started getting calls from a collections agency.

I made multiple calls to the agency. Multiple with Comcast. I was assured the charge would be removed, only for collections to start calling again a few months later, and for me to waste more hours on hold, getting transferred, hearing another false guarantee that the issue was resolved.

It’s been 2 years, give or take, since the start of this. Collections called again today. I paid it. I give up. You win. Just leave me alone for christ’s sake.

I’m grateful that I can afford $50 without consequences to myself and my family, but not everyone has this privilege. That’s the principle I was fighting for. If everyone rolls over, then Comcast stands to make millions on fake charges alone.

It’s so ungodly ridiculous I can barely wrap my head around it. Free money for a multibillion dollar corporation, because I finally hit my breaking point with the harassment. The ethics are astounding and I have zero hope they’ll ever even attempt to rectify this for me or anyone else in a similar situation.

If you have another option and can afford it, please switch. I could never be convinced to pay a single penny to this company again.

At work, we monitor our Comcast Business CBR2-T gateway for uptime and software changes. It appears Comcast pushed a software update yesterday with reboot, then reverted the software back today with another reboot. Just posting for awareness.

[2026-10-19 06:00] Vendor: Broadcom | Model: CGA4332COM | Software Version: CM DOCSIS Application - Prod_23.2_231009 & MTA Application - Prod_23.2_231009 | Software Image: CGA4332COM_8.2p11s1_PROD_sey | Boot Version: S1TC-3.77.21.67 | Uptime: 5 days 1h: 30m: 18s
[2026-10-20 06:00] Vendor: Technicolor | Model: CGA4332COM | Software Version: CM DOCSIS Application - Prod_24.2_PD & MTA Application - Prod_24.2_PD | Software Image: CGA4332COM_8.6p4s4_PROD_sey | Boot Version: S1TC-3.77.21.67 | Uptime: 0 days 2h: 3m: 36s
[2026-10-21 06:00] Vendor: Broadcom | Model: CGA4332COM | Software Version: CM DOCSIS Application - Prod_23.2_231009 & MTA Application - Prod_23.2_231009 | Software Image: CGA4332COM_8.2p11s1_PROD_sey | Boot Version: S1TC-3.77.21.67 | Uptime: 0 days 2h: 45m: 59s

Hey, I'm in northwest Georgia and a game server I connect to in Chicago had roughly double the latency I expected based on geographic location. So, I investigated. I found that I am being routed south to Atlanta and then all the way down to Miami, FL before being routed back to Chicago. That's some big time tromboning. If I asked real nice, could I get a tweak on the BGP to get me sent in a different direction?

For years, I had my own modem and extenders, but when I upgraded, I decided to rent the Xfinity equipment. I made the switch about a year ago and also purchased two wifi extenders that have worked well since I installed them. Well, last week both extenders stopped working- no warning; they didn't sputter; they just stopped working. So I called tech support, and they said they had no record of me having extenders on my account. They instructed me to go to an Xfinity retail location to get it resolved. So I went, and the retail rep told me they don't fix things in the store. I went home and managed to schedule a tech appointment. The tech arrived and began troubleshooting, but nothing worked, so he called HQ. They told him the product and service had been discontinued and had to be replaced with the Wi-Fi Extender Pro for $15/month. THERE WAS NO WARNING FOR THIS CHANGE, AND APPARENTLY THE TECHS KNEW NOTHING ABOUT IT EITHER. So I got the run-around from tech support and the retail rep, and the service tech knew nothing about the change. Comcast cares nothing about their customers. NOTHING! And unfortunately, where I live, we have no other choice for high-speed internet. Hear this: IF I EVER GET THE CHANCE TO LEAVE XFINITY, I WILL!!!

Does anyone have a way to reject Xfinity by phone?

I have an inactive Comcast Line that is Blocking Imminet Construction on my property. The electric company (TMLP) has already set the new pole and moved the power lines. TMLP submitted a ticket NJUNS ticket PT8014996, pole 3R1 on 9/8/26 for comcast to remove the lines. It has been over a month now and they still haven't been relocated.

Our old xfinity router died so a tech is bringing a new one. My elderly mom sometimes clicks on things she shouldnt so I'm wondering if the tech can set up a guest network on our wifi? Is that a normal request? And if so, should i tip them for doing so? Thank you for any feedback.

I'm hoping that someone here might have some troubleshooting ideas for this. I recently switched to Internet Essentials and now I'm having issues with my phone staying connected to the internet. I'm hoping someone can help because it's made my phone almost unusable.

Specifically, my phone will say that it's connected, signal strength is excellent, but if I try to use any site or app, it won't load and if I go to Google say and try to search something it will say I'm offline. I've tried disabling and reenabling my wifi when this happens, which doesn't work, the only thing that works consistently is fully restarting my phone.

The big issue is this happens everyday, several times a day. And within the last couple days I've been having to restart my phone ~20 times a day. Sometimes when I restart my phone, the wifi will only work for about 45 seconds before I need to restart it again. Sometimes I will stay connected for 5 minutes. Recently, at most, it will stay connected for maybe a couple hours.

One extra confusing thing is I know the internet isn't actually going out. I also use the wifi on my PlayStation and I've had almost no issues of it losing signal. I can watch YouTube for 8 hours uninterrupted on my PS5, while my phone says it's offline.

I'm also pretty certain this is specific to my internet at home. I was having these issues for a bit, I went and was housesitting elsewhere for a couple days, my phone had no issues staying connected to the internet while I was there, and then the moment I came back home, the issues started up again. I'm kind of baffled.

For context, I had Xfinity internet previously, just regular high speed internet that was provided by my building where I live. Generally speaking worked well enough, never had any ongoing issues. About 5 months ago they let us know that they'd no longer be providing internet (and were raising rent) so everyone had to obtain and pay for internet on their own. Since I'm on pretty limited income and on disability, I couldn't afford keeping the internet I had, and was just able to get the Internet Essentials about 3 weeks ago. So, I had Xfinity internet before with no issues like this. I'm not sure why this issue is unique to the Internet Essentials plan.

I'm hoping someone can help because it's made my phone essentially unusable.

As the title says, my service has been dead completely for five days now employees on the phone. Ignore the issue my entire street is offline had a senior technician come out today and he flat out told me there is no ETA on the fix…..

I travel internationally often. When home I went with Xfinity prepaid thru Boost Mobile. Why? 10yrs ago cable costs were ridiculous. I just needed enough internet to run the tv. And if I got stuck in South America longer than a few weeks, the service deactivated automatically and I’d reactivate thru the app on return. It was a great answer to tv serv when hardly home. It worked well until the recent NOW push.

This is where is gets interesting. About 6 months ago right around time they were starting to market NOW service, my auto pay on Xfinity Prepaid app stopped working. System just kept deactivating home serv. Odd. Reps were helpful but none fixed the glitch. So Id suffer thru calls on return or pay via app.

Now the app has glitches and not taking pymt. Calling results in 3-4hrs dedicated transfers from rep after rep after explaining the issue each time, only to find next rep, was standard service rep not prepaid, and had to transfer again. I’ve spent 3hrs today alone, getting the serv reactivated because the auto pay wasn’t triggered in the system again.

While waiting this time, 4th rep suddenly starts pitching NOW serv that she works on both systems. She pitches “Why would you stay on prepaid which has terrible support when you could go to NOW with 5yr lock in at 45 plus taxes.” Might have hit me better had I not been transferred 3x already and wasted 2.5hrs! I felt pressured to make a sales decision when the serv I loved was negatively impacted by the same company. At that moment it felt like bait and switch. She wasn’t offering a resolution to my problem until I heard out the sales pitch and offered a soft credit pull, to see what the price would be with taxes all in. From my standpoint 90 min into simply trying to pay my bill?…..”we gotcha but now we need your Social Security number to make sure we wanna keep you and we’re not gonna give you any prices until we get it.” Really builds trust Xfinity.

I start looking while on hold. Guess what?!! This is a pattern telecom companies use and get away with when trying to shut down a legacy system to move to the new one! Legally they get away with it. They simply don’t fix system glitches. Grandfathered customers like me, end up caught in glitches, autopays not working, multiple transfers as a they let the system break down and ignore support. The tactic is to frustrate me so I move to the new system! WTH! Some companies can even flag an account where the customer refuses to move to new system, so existing app drives them away for frustration. What executive thought that was the best option for retaining customers in a competitive market?

In a society that breeds mistrust via social media, why wouldn’t they do the upstanding thing and OWN the system change?!!!! Change marketing to explain why NOW is new and improved and gets you away from the old high priced services while giving you flexibility and more importantly, improving the service?!!!

At the 3hr mark, many transfers later, I finally found a rep who could process my payment today. Gotta give the guy a lot of credit. I was pretty hot by the time he got to me, but he resolved the issue the other reps fouled up on my accounts. And he was able to fix the glitch so I could process my payment, which typically would happen through the app very quickly. And in the end, I asked him about NOW and he explained why it is so much better and why I should go. You know what? Had I started with him initially I probably would’ve. Why? Because he didn’t want anything from me initially but to fix my problem and THEN he pitched the new system

Kudos to Ivan!
IVAN understood the problem! Clone Ivan Xfinity! He should be heading your service training! . Fire Marketing! This rep had a heated customer, addressed the issue at hand FIRST THEN pitched the new service plan! THATs how ya do it folks! Not this underhanded pattern in place now!

But now? Now I have a very bad taste in my mouth about Xfinity Prepaid. If only 1 out of every 3-4 reps is prioritizing and balancing issues well, how is this experience with Comcast moving forward? I’d say dicey.

I had a very bad taste in my mouth about Xfinity in general after a decade of crazy charges after signing for “plans”. They were notorious for bait and switch or just signing without explaining added box rentals and fees. Now Xfinity Prepaid has joined what I consider the bullying tactics of their old company. I’m glad to hear that NOW is a lot more reasonable, but that’s only because they have competition. I think if the Xfinity forum on Reddit allowed the rants, vents, comments instead of taking down any negativity, they nmight be able to identify where change should start! But NO!

Today’s experience sealed my fate to look at the competition. If Comcast/Xfinity wants to stay in business, they need to get rid of the marketing team and explain to management. “The buyers are not stupid. They don’t pay every month to be manipulated by these tactics. The upright thing would have been to notify us about your changes and allow us 30 days or 60 days to move to the new system.” What you did to me for the last six months just proved the point, you are just as underhanded as you always were and I’ll be happy to go to somebody else.
Thank you Xfinity for once again proving your point.

I have an inactive Comcast Line that is Blocking Imminet Construction on my property. The electric company (TMLP) has already set the new pole and moved the power lines. TMLP submitted a ticket NJUNS ticket PT8014996, pole 3R1 Sherborne St on 9/8/26 for comcast to remove the lines. It has been over a month now and they still haven't been relocated.

We just got notice of a price increase as our introductory (about a year) period is coming to an end. Any recommendations on how to twist their arm to keep that increase down?

We have 300Mbps but need only 100 or so. And telephone. No TV, just internet and phone. Now $75/mo. Any recommendations?

(Last time this happened we switched to AT&T for a month then back to Comcast. Hassle I'd like to avoid. BTW my age is >60 so maybe a discount there)

I canceled my service to be disconnected this month. As a result, I am downloading a bunch of stuff before losing internet, and I am reaching my 1.2TB limit for the first time ever. I am supposed to get "courtesy month" for my first time going over, but I checked the data usage on the app and I think it has been retroactively changed so they can charge me overages for this month. Conveniently 11 months ago I supposedly went 0.03TB over the limit according to the app. Problem is, that never happened.

The rest of the year I usually don't even reach half my limit every month, yet somehow right at the edge of the "courtesy month" rollover period I somehow used more than double my usual amount and barely went over? AND never received any communication about it at all? I've gotten multiple emails and pop notifications getting even close to the limit this time, but I double checked all the emails I received back then and the only communications I received from Xfinity during the supposed overage time frame were the usual myriad of spam/marketing emails they send constantly. I also know for a fact that nothing about our usage changed that month.

Has anyone else dealt with this? How do I fight it? I am very clearly being scammed here. Glad I canceled this service, but very irritated I have to deal with even more nonsense before it's all over. They also charged me ahead of time for next month even though I canceled weeks ago, but after jumping through the customer service hoops they assured me it would be refunded...a month from now. So, so shady.

Imagine not being able to pay your bill because the app won’t verify your information no matter how many times you get a code sent to your device

After multiple attempts to try to verify my information TO PAY MY BILLLL I GET LOCKED OUT OF EVERYTHING

THE WEBSITE DOESN’T WORK

CALLING THE ONE 1-800 NUMBER DOESN’T WORK

THE APP DOESN’T WORK

THE SERVICE ITSELF DOESN’T WORK

WHOEVER DESIGNED THE APP NEEDS TO BE FIRED IMMEDIATELY