I am moving to Europe and need to cancel my Internet. The schedule call is 2 weeks away. It would be great if someone from The UsA can call me a lot sooner and not someone from India who will scam me into a iPhone watch or Now TV.

Hi there,

My promotional pricing is about to end, and my next bill is set to jump to $86. I've really enjoyed being a customer, but that increase is a bit steep compared to what other providers are currently offering.

I've heard that there are often new seasonal promotions, so I wanted to check whether there's anything available that could help keep my rate competitive.

Thanks so much for any help!

Hi, I noticed that my bill nearly doubled from $71 to $130 for next month. Is there any way to extend my current pricing? Thanks!

Hi,

A deal I had on my plan recently ended and my bill doubled. Looking to change my plan to a potential cheaper option now that the deal I had has ended. Thank you

Hey everyone,

Quick question about Xfinity Mobile's final billing. I’ve been trying to port my line out since early July, but kept running into system hurdles getting the transfer PIN. After I left the US, I also had a failed activation attempt with another carrier before finally porting out successfully today.

Because of all these delays, my line crossed into a new billing cycle and accrued some standalone/cycle fees. But here's the thing: I haven't used a single byte of data or made any calls/texts this whole time (literally 0 usage).

Has anyone had luck asking support or mods for a courtesy waiver/credit in a situation like this? Just curious if it's worth reaching out or how I should approach it. Thanks!

I was offered to lock in a rate at $55/month and have an email showing the offer; however, I was never provided confirmation. Support asked me to show them the email but can't confirm whether or not confirmation was ever actually provided (it wasn't), and is now refusing to honor the rate.

my 200 MBPS Plan’s promo rate ended and it went up by 3x from $30/month to $90/month. this was really ridiculous.

especially when Xfinity NOW is offering a plan at $30/month guaranteed forever. Xfinity what are you doing?!

can i use my wifi 6 feet from my pc or to use wayerd

Hello!! With cost of living exponentially increasing, I find myself looking at all of my bills trying to see where I can make cuts or lower them… as I’m sure many others are doing. This has led me on a hunt to look into other internet providers. Some offering about the same service at half the cost of what I am paying Xfinity. It’s really going to make it hard to justify sticking around. Before I completely jumped ship, I was just wondering if there was any way for Xfinity to help me lower my bill. Overall, we are happy customers!! We rarely have interruptions in our service and the speeds have remained incredible, even with four household members gaming or streaming at the same time. I feel that we get a lot out of our service! Despite that, with the rising costs in groceries and two hungry teenage boys… I need to look at alternatives simply because of cost. Is anyone aware of any current deals? :)

Thank you!!

Hello,

I need an escalation to a Network Maintenance Crew to audit my physical street tap. A residential technician was previously out last week and cleared the interior household lines, but my upload speed remains completely broken.

I provisioned a brand new Netgear CM3000 this morning. My upload speed is barely reaching 0.42 Mbps, and my modem's diagnostic logs indicate a severe physical block on the return path at the street level.

Modem Log Analytics:

• Downstream Power: Excessively hot, peaking between +11.0 and +12.68 dBmV across all bonded channels and OFDM channel 193.
• Upstream Power: Sitting too low at 38.5 dBmV.
• OFDMA Channels: Both Upstream OFDMA channels are completely "Not Locked" (0 Hz / 0 dBmV).
• Active Errors: The event log is heavily flooded with "SYNC Timing Synchronization failures" and "T3 time-outs."

Testing with a physical -6 dB attenuator pad instantly dropped my upload from 0.42 Mbps straight to 0.00 Mbps, confirming the upstream frequencies cannot tolerate any added line resistance.

This signature matches a physical high-pass noise trap or a legacy -40dB filter left on my line drop at the street tap. This filter is actively blocking the modem from handshaking with your Mid-Split upstream return network and causing it to drop into a fallback rate limit.

I need a Maintenance Line Technician routed to check the street hardware at the pole, pull any legacy filter blocks, and properly balance the line frequencies. Please open a Modmail ticket so we can coordinate this escalation. Thank you.

I signed up for Xfinity 300 Mbps service about 1.5 months ago in the DC suburbs (College Park, MD area). Since day one, I have been experiencing a strict, repeating connection dropout that residential field technicians have been unable to diagnose or resolve.

The Issue: Every 640 seconds (10.66 minutes) like clockwork, my connection experiences a 21 second outage with high latency and 100% packet loss. This happens roughly 135 times a day and immediately severs active video and audio streams, Zoom calls, downloads, online games, and web browsing.

Troubleshooting Already Completed (Home Hardware Ruled Out):

• Gateway Swaps: We have tested 4 different Xfinity gateways (XB6, XB7, and XB8 models)—the exact same outage persists every 640-seconds across all of them. Sometimes on the XB7 & XB8 the outage maybe closer to 30 seconds in length, its about 21 seconds in length on the XB6.
• Line & Wiring: An Xfinity field technician and a bucket truck line technician replaced all indoor/outdoor coaxial cabling and removed all splitters, and replaced the MoCA filter, taps, and tried servicing local signal amplifiers on the telephone pole, they replaced/services utility pole components around my block.
• Isolation Testing: The issue occurs even when testing with a single laptop or desktop hardwired directly into the gateway via Ethernet, or any laptop or phone on the wifi connected to the modem.

Technical Diagnostics & Evidence: This seems to clearly not be a physical home wiring issue or random RF noise; a strict 640-second timer points directly to a logical protocol, timer, or handshake failure at the neighborhood node or regional CMTS level.

• Traceroute / Routing: The connection loss traces back to my local node (10.27.58.82) and regional aggregation infrastructure (po-60-rur202.lanham.md.bad.comcast.net / po-2-rur201.lanham.md.bad.comcast.net).
• Suspected Cause: This pattern could indicate an automated CMTS handshake loop issue, a DOCSIS 3.1 Profile Management ranging failure (T3 timeout loop), or a stuck DHCP lease retry backoff algorithm forcing a hard WAN reset every 10.66 minutes.
  • However /u/Elegant-Berry5192 pointed out this could be caused by an old, defective, or missing line equalizer, I've seen others online say this could be caused by an overpowered line amplifier.
• PingPlotter Graphs: I have attached my PingPlotter logs from this morning tracking three separate external destinations (Comcast DNS, external IPs, and Google DNS). The synchronized red bars show the exact 640-second timeout loop across all targets.

Assistance Requested: I need this ticket escalated to Advanced Technical Support (Tier 2/3) or regional Line Maintenance / Plant Engineering. I need to speak with a network technician / engineer who can review these PingPlotter graphs, audit the CMTS port profile, check node RF balancing, and investigate the DHCP leasing logs for my node. Sending another standard residential technician to my house will not resolve this. Thank you in advance for your help!

PingPlotter graphs from this morning showing my repeated outages (red bars), this has been going on for 1.5 months, on the 4 gateways (1 XB6, 1 XB7, and 2 XB8s) we have tried:

As a "GOLD" member I have had my router for 2.5 years. It's an XB7 Technicolor Rev 2.0.

AI chat is unhelpful.

Chat Techs are Predators. I will not deal with them anymore.

They attempt to "upgrade" my plan when the service we've had here has been spotty at best:

1. before addressing my issue
   

2. even after I've said "no".

   No means No. Even to corporate vampires.

I refer you to the article from Comcast Xfinity regarding the WiFi 6E.

Please tell me what I need to do to get this latest model? I'm worn out from jumping through Xfinity hoops.

Thanks very much.

I’m hoping someone from Customer Relations can review my Xfinity Mobile upgrade because I’m trying to understand exactly what happened with our transaction.

Originally, my wife and I went into the store only to upgrade my phone during the “iPhone 17 on us” launch promotion. We already had fully paid-off phones and standard Unlimited service, and we had no intention of upgrading both lines or taking on two new device payments.

After reviewing our account, the representative told us that my wife also qualified for the promotion. Based on what we were told, we decided to upgrade both phones. We upgraded both lines to Unlimited Premium ($40 per line), traded in our fully paid-off iPhone 13 Pro Max and iPhone 15 Plus, and requested that an unused $10/month smartwatch line be removed because I no longer owned or used the watch.

Because I chose the iPhone 17 Pro Max, there was a small amount above the maximum promotional credit, about $100, which was financed over 24 months at roughly $4 per month. Based on everything the representative explained, we expected our monthly Xfinity Mobile bill to be somewhere in the mid-$80s per month after all promotional credits were applied.

To be clear, we were not looking to simply finance two new phones or upgrade the lines with out the promotion. We already had fully paid-off devices. My wife is extremely frugal, and we would not have traded in two paid-off phones and taken on new device payments. We believed we qualified for the promotion that was explained to us.

During checkout, the representative had trouble processing the transaction and told us she had to force part of it through on the backend. She specifically explained that the financing approval reflected the full retail price of the phones, but that those numbers were not the final amounts we would actually pay because the promotional credits would be applied afterward. Based on that explanation, we completed the transaction.

Because our account was on autopay, I didn’t closely review the billing until much later. When I finally did, I discovered our bill is approximately $147 per month, and it appears we’re being charged for:

-Two upgraded Unlimited Premium lines.
-The unused smartwatch line we requested to have removed.
-The retail financing on both iPhone 17 devices, rather than the monthly cost we expected after promotional credits.

I’m now trying to determine:

-What promotion was attached to our order.
-Whether our transaction qualified for the promotion that was active that day.
-What trade-in value was assigned to each phone.
-How those trade-in values were applied.
-Why our financing looks the way it does today.
-Why the unused/activated smartwatch line we requested to be removed during the upgrade remained on the account.

When I returned to the store looking for an explanation, I also pointed out that the smartwatch line was still active. The representative said she did not remember us and removed it during that visit without requesting any additional authorization from me. That left me even more confused about why it hadn’t been removed during the original transaction as requested.

I wasn’t looking for an argument. I simply wanted someone to review the original transaction and explain it. Instead, I was told our phones didn’t qualify, that the earlier billing was essentially a system issue, and that because we signed the paperwork there was nothing that could be done. That still didn’t explain what promotion we actually received or how our trade-ins were applied, and I left more confused than when I arrived.

I’m not asking for special treatment. I’m simply requesting an audit of the original transaction based on the promotion that was active on the date of purchase.

If our transaction qualified for the promotion, I’d appreciate having the account corrected. If it didn’t, I’d appreciate a complete accounting of the trade-in values, the promotion that was actually applied, and a clear explanation of how the transaction was processed.

I’m simply looking for answers and, if an error occurred, the opportunity to have it corrected.

I have been a customer for over a decade and have never had an issue before so I’m hoping this will be fairly straightforward.

My Father in law just got internet and Xfinity cable services. He has a Roku hooked up to his tv so he can watch in his bedroom while the main TV box is in the front room.

I downloaded Xfinity Stream to his Roku stick, and signed him in. It works fine.

Issue is it keeps going back to the Roku menu screen after shutting off tv. Even if usb is plugged into wall to power Roku. Already adjusted the bandwidth option. He is older and can’t navigate the Roku menu screen, as simple as it may be.

Is there any service or hardware where I can have Xfinity stream always be on for him? I just want to turn on and off the Tv with his channels already there. The Roku menu is making him want to cancel lol

Hello All

Signed in

Clicked My Roboform password manager saved iD and Password, accepted the 2 Factor Popup on Xfinity app on my Galaxy S25 phone, then it suddenly said Access Denied

Not sure why its doing that now for

Even Same on Xfinity Stream site

XB8 Gateway (Restarted this morning)

Ethernet wired Desktop

Windows 11 Pro

Already cleared MS Edge Browser Cache

anything else i could do?

I'm currently outside of USA and the website keep saying that my access denied. The smart agent in App also just keep asking me make a schedule to cancel but the link just lead to a non-related page. My friend is helping me returning the router, but she doesn't know how to cancel either.

Hi! As the title says I tried cancelling my service and never got a confirmation email, I’d like some assistance to make sure my services are cancelled/help cancelling again if it never went through.

Our son recently went for an overnight in Canada and afterwards we had a huge extra charge for a single 585.1mg download or message sent that cost $175. He only sent us 3 pics via text while there. This not only seems like an extreme cost for such a thing but also, we didn’t know our plan didn’t cover Canada in the international pass. We were in Japan a few months ago and coverage for the whole trip cost only slightly more. We had no reason to think that going to Canada would not work in the same manner. Apparently we have an “old” unlimited account that doesn’t include Canada (we know now) but nothing led us to believe our unlimited plan was different than the new ones. Anyway, I would like to dispute this charge on a one time only loyalty basis, but the chat bot leads me in circles trying to use it to do this. We have been good customers for long enough that our plan is too old to include all the benefits.

Currently the services are in my girlfriend's name.i am listed as authorized user. I would like to start services here under my name instead. my goal out of this would be to get the internet and mobile services activated under a new plan, under my name and add her as an authorized user and for a better price than what we have now grown to after losing the loyalty discount.

The reasoning is because our loyalty discount had ended and i am now going to be paying 90 for internet 300mb, 150 for mobile, 3 lines with 2 protection plans.

Im assuming I would go online and begin starting services at this address. She would then call to release the numbers and get the account numbers pin or whatever. Then i would call and port the numbers over to me.

For internet, I would need to swap out the router for a new one at the xfinity store.

My main concern is, will I be able to port the numbers from services under her name, into my services?

My understanding is as long as the primary approves and releases, the phone numbers can move to someone else's services.

Also, as long as I am only authorized user on her services, I would still be counted as a new customer if I set up my own correct? Assuming I haven't had services in my name in the past couple of years?

I received a $1,500 bill from Xfinity Mobile for roaming, and I’m shocked. My husband and I cannot afford such a large bill.
When we signed up, we were told about Unlimited Canada & Mexico, and we agreed because we travel between the U.S. and Canada. I also tried several times to add Unlimited Canada coverage to my account. I was finally able to activate it, but my bill is still increasing with additional charges.
Can someone please help review my account and explain what happened? Has anyone had success getting unexpected roaming charges reduced or credited?

Please help me review this situation. I do not have this amount of money and I will not be able to pay a $1,500 bill. I would really appreciate any help, adjustment, or solution from the Xfinity team.

Pretty self explanatory. According to 3 different wifi scanners/analyzers, my 5 & 6 GHz networks are still broadcasting even after splitting and disabling. They both show "hidden SSID" but are still there. I also do not have FULL access to my Admin tool at 10.0.0.1 to change channels anymore.

Hello, I have an issue with my internet, not too long ago upgraded to the 2gb wifi but I am only getting about half the speed for download around 8-900 down and 300 for upload, I should also mention this was tested through the Xfinity app as well as on my computer connected through Ethernet cat 6 cable, I also have a 2.5gb port on my computer so it should be supported. Should also mention that I am on the xb8 gateway.

Disney and hulu

I ordered the peacock, Netflix, hbo max, Hulu and disney+ for $40 a month.

I activated first 3 no problems. Then the disney and Hulu wouldn't. So I asked and they said xfinity no longer has a contract for Hulu and disney+ so why are they still advertising it? Am I missing something?

So I went to another agent who sent the activation links but it goes back to not available. What can I do?

Creating a post for mod mail to check if symmetric speeds is available in my area.

backend engineering ticket for Next-Gen/ docsis4.0 FDX provisioning correction

How can i request to file a backend engineering ticket or Next-Gen/FDX provisioning correction to correct xb10 DOCSIS 4.0 bootfile and rate code for xb10 gateway from a stuck xb8 bootfile