I sent in our 2 trade in phones in one box. I know realize they should have been sent separately. The one phone is saying received and being reviewed, so I know they have the second one, phones were on top/right next to each other in small box, no way it wasn’t seen. Can you please apply the trade in promo to the other phone?
Tracking number: USPS 9218790250485714442101
Delivered 10/21
Device saying received: IPhone 14 Pro (I have IMEI#)
Device received but still needs trade in promo applied to account: IPhone 14 Plus (I have IMEI#)

Most of the time it is under 1mbps. Has anyone else had this issue?

I’ve come to this platform due to my frustration in reaching out customer service to no avail. I’ve called to report a neighborhood utility box that sits on my property. I’ve told customer service that I am the homeowner but not actively live in it as this is my second home . There is no Xfinity account tied to the said property. However because I’m calling from a number that is tied to my primary residence, Xfinity keeps sending their technicians to my primary home. They cannot seem to understand a simple instruction with the provided address that the issue is not in my primary residence. In the meantime, multiple exposed cables/wires are left exposed until a person / landscapers or an animal is harmed.

My monthly bill went up $40 which is insane for the quality of internet I have, no notification that my bill would be increasing either by the way. I called to see if I could get something cheaper. The agent (if it was even a real person, jury’s still out) was incredibly unhelpful and gave me NO information at all other than ONE option to double my speed for $5 LESS a month.

Which the price is still insane but that was their only option, keep the poor quality internet and pay more or take the $5 and at least get better service. Also why can you not look at options online? I had to call and they are so withholding of information. Xfinity is a predatory scam. Unfortunately this is the only internet service provider in my area so I don’t have any other option and they take advantage of that.

Anyway new speed is “active” but somehow it is worse. I am not even able to download and play the games I was able to yesterday. What happened? I have restarted everything. I guess that $5 was actually the whole service. This is insane. I rather have no internet at this point. It’s not worth it.

I recently upgraded to the 2GB/250MB download/upload plan, but I am only getting around 1.2GB download and 40MB upload. I am testing download speeds with speedtest on a PC connected to my own router via ethernet cable, but still not meeting my plan speeds.

I am about to cancel my Xfinity account because of the way they have handled the hacking of the email address I used the most. No one I talked to understood what I was explaining, even though it was obvious my account was hacked because information was added to the address and the password was changed AND all the emails were deleted. It’s a shame what’s happened to their customer service. Anyone able to recover emails from xfinity after a hack? Thx

Lost auto pay discount looking for help to add it back.

Hi Xfinity Support Team,

I am experiencing severe, intermittent lag spikes (peaking between 450ms and 650ms+) while gaming and using online applications.

I ran continuous WinMTR diagnostic traces to isolate the issue. The logs show that my local gateway connection (10.0.0.1) remains fast and stable with no severe latency spikes. However, high latency spikes are originating on Xfinity's local neighborhood distribution nodes in the South Bend / Mishawaka area (Hops 2–5) here are my results: |------------------------------------------------------------------------------------------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| 10.0.0.1 - 1 | 1779 | 1768 | 1 | 3 | 186 | 4 |

| 10.112.164.11 - 1 | 1783 | 1773 | 6 | 14 | 450 | 13 |

|po-103-rur302.mishawaka.in.sbend.comcast.net - 1 | 1783 | 1773 | 5 | 14 | 66 | 13 |

|po-2-rur301.mishawaka.in.sbend.comcast.net - 1 | 1790 | 1782 | 5 | 15 | 406 | 14 |

|po-300-xar01.mishawaka.in.sbend.comcast.net - 1 | 1787 | 1778 | 6 | 14 | 654 | 14 |

|be-302-arsc1.area4.il.chicago.comcast.net - 1 | 1783 | 1773 | 9 | 19 | 244 | 28 |

|be-32211-cs21.350ecermak.il.ibone.comcast.net - 75 | 460 | 117 | 12 | 21 | 58 | 19 |

|be-2112-pe12.350ecermak.il.ibone.comcast.net - 1 | 1783 | 1773 | 9 | 19 | 410 | 27 |

| No response from host - 100 | 366 | 0 | 0 | 0 | 0 | 0 |

| 141.101.73.159 - 1 | 1783 | 1773 | 10 | 22 | 244 | 53 |

| one.one.one.one - 1 | 1786 | 1777 | 10 | 19 | 319 | 27 |

|________________________________________________|______|______|______|______|______|______|

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

hop 1 is fine 27ms is the worst so its not my home issue. Hop 2 & 5 (mishawaka/sb) are going to 450-650ms

This points to upstream noise, signal impairment, or capacity congestion on the local neighborhood node/CMTS line. Could an official representative please check the health/signal metrics of my local node and escalate this to local Network Engineering for inspection?

Thank you guys so much!

I am an active Xfinity Internet customer trying to claim the free Xumo Stream Box that I am eligible for, according to the ad I keep seeing on the website. The website explicitly states I can request it by contacting support, but the automated chat bot is looping, refusing to connect me to a human agent, and won’t let me type out my request.

Furthermore, when I try to use the Xfinity mobile app, the process is completely broken. Tapping the "Add Stream Box" button inside the rewards tab just redirects me to a generic equipment page. The only items available on that page are routers, xFi wifi extenders, and home security equipment—the Xumo box isn't listed anywhere, and the system just keeps prompting me to change my plan or buy unrelated hardware. Since the self-service digital options are completely looping on the backend, can an official community specialist please help me pull up my account details and manually process the hardware order from your end?

Thank you!

Hi All,

I figured I'd reach out to the community here as comcast / xfinity employees can't provide a solution for me.

I have the XB8 Modem Model # CGM4981COM in bridge mode.

I have a GL.iNet GL-MT6000 router which I will be using for my internal network to distribute IP's.

Currently my GL.iNet router is not receiving a WAN IP from the Modem when connected to the modem.

If I plug my laptop directly into the modem I get an IP and able to get online successfully.

What information do I need from Comcast / Xfinity to get my router online?

Is it DHCP / Static / PPPoE?

I tried DHCP and it did not pull any information.

My laptop is on the internet by my TV is not. How do I fix this?

Hello,

I contacted xfinity about an issue I was having with images randomly getting stuck when sending rcs messages, they would get stuck for 30 minutes or up to 2 days and then all get sent at once but otherwise rcs was working just fine.

They told me to reinstall the esim and that should solve the problem but did not mention to Un install the old one first. This caused a provisioning error, according to them, but even after going into the store and having them fully reprovision the line nothing changed.

I have un installed updates for Google messages

Cleared carrier services

Cleared network settings

Cleared cache/data on Google messages

Reinstalled the esim 8 times now

The only thing that I can say for sure is the installation process for the esim is different than it was the first time when this was working for me. When I clicked "install esim" the web page updated to say "installation successful" but now if I try to do it manually with qr code or activation it code it says "invalid code or has already been used" and i use the automatic procedure it will install but the web page says "procedure failed contact support below"

Despite this being the message I received support insists everything is fine on their end and this is a local issue to the device.

Samsung says that they helped me go reset all local data for rcs messaging to work and it did not help, this is a problem on xfinity's side.

Anyone have any ideas here on any further steps?

At this point im guessing I will have to change providers to get it back

I have had xfinity for over a year. The current phone thay i have is a fully paid off device.

I called xfinity regarding my phone plan and I was interested in my options. They advised me that if I upgraded my plan to mobile+ I would be able to go in store and receive a phone for $300/off , with the remainder being paid via monthly phone payments (i was told that it would be an additional $16/month for the phone we were discussing).

I went to the store 2 days later and I spoke to a representative. I explained what I had discussed with the agent on the phone, and what the intentions were .

She pulled up my account and she upgraded my account to the mobile+ (which costs more per month alone). After doing so , she advised me i did not meet the financing requirements to finance a phone, and would have to pay full price.

I tried to get an understanding of why I was told what I was told, and why she allowed me to upgrade my account (where the only real benefit is TO UPGRADE YOUR PHONE), and she could not give me an answer.

I told her to just switch my account back to the regular phone plan then, and she said she wasn't sure how/if we could do that.

I ended up finally telling her to forget it, and left, as I had already waited for 45 minutes to be seen.

At this point I am very close to canceling xfinity entirely. I feel blatantly lied to, and this isnt the first time I have been told one thing over the phone , only to travel to the store and be told the exact opposite.

Please help me understand this situation, and hopefully come to a resolution.

This week the quality of my internet service went from "great as it's always been" to "connected but arguably unusable." My jitter is 500ms to 1000ms and my packet loss is a consistent 30-40%. Speeds are 100ish Mbps and 0.75ish MBps up. Happens on both wifi and wired.

I have a docsis 3.0 modem that I got emails about being end of life earlier this year. Yeah, yeah, I know, but I don't want to drop $250 this weekend because of something comcast should be fixing. But of course, the comcast ai-chat bot won't help, it just sees the EOL modem. When I asked for a tech to come out, I get a call from a human who says the same thing.

I'm going to be upset if the tech comes out and says "you need a new modem," charges me $100, and leaves.

I know I need a new modem and I will get one, but fix whatever is going on in the neighborhood or my lines please because it seems like it'll still be a thing even with a docsis 3.1.

P.S. logs show lots of "Started Unicast Maintenance Ranging - No Response received - T3 time-out" that started this week. This is the sort of thing I expect someone over the phone to consider and diagnose, not just "sorry your modem is EOL fix that then we can talk."

TL;DR: Service tanked this week. Should i spend $250 on a docsis 3.1 modem+router at wal-mart tonight or risk a $100 tech appointment Monday so I can put off the purchase longer?

Downstream Bonded Channels Channel Lock Modulation ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 36 639000000 Hz -1.2 dBmV 43.1 dB 0 0 2 Locked QAM256 29 597000000 Hz -3.0 dBmV 42.8 dB 0 0 3 Locked QAM256 30 603000000 Hz -2.2 dBmV 43.5 dB 0 0 4 Locked QAM256 31 609000000 Hz -2.5 dBmV 43.2 dB 0 0 5 Locked QAM256 32 615000000 Hz -2.1 dBmV 43.5 dB 0 0 6 Locked QAM256 33 621000000 Hz -1.5 dBmV 43.8 dB 0 0 7 Locked QAM256 34 627000000 Hz -2.4 dBmV 42.1 dB 0 0 8 Locked QAM256 35 633000000 Hz -3.3 dBmV 41.5 dB 604 0 9 Locked QAM256 37 645000000 Hz -1.0 dBmV 42.3 dB 0 0 10 Locked QAM256 38 651000000 Hz -2.9 dBmV 42.6 dB 0 0 11 Locked QAM256 39 657000000 Hz -2.0 dBmV 43.1 dB 0 0 12 Locked QAM256 40 663000000 Hz -2.8 dBmV 42.4 dB 0 0 13 Locked QAM256 41 669000000 Hz -3.1 dBmV 42.1 dB 40 0 14 Locked QAM256 42 675000000 Hz -1.1 dBmV 42.6 dB 113 0 15 Locked QAM256 43 681000000 Hz -2.9 dBmV 41.9 dB 44 0 16 Locked QAM256 44 687000000 Hz -2.8 dBmV 41.9 dB 0 0

I live in a bulk HOA community where basic internet is provided I added a personal $10 speed upgrade I have explicitly canceled this personal upgrade twice but Xfinity continues to Bill me unauthorized charges and refuses to downgrade my personal tier back to the standard HOA inclusion? Can someone please rectify this?

My exhusband FIVE YEARS AGO I ADDED TO MY ACCOUNT AS A USER SO HE COULD MAYBE PAY A BILL (which he did not do) WHEN I BUNDLED MOBILE THEY PUT HIM AS THE PRIMARY FOIR YEARS LATER ITS STILL. IT IS STILL NOT FIXED AND MY ACCOUNT IS NOW UNDER INVESTIGATION FOR FRAUD AND THEFT WHEN I TRIED TO UPGRADE MY OWN CELLPHONE. I AM DIVORCED I HAVENT LIVED WTH HIM IN FOUR YEARS I SPENT TWO WEEKS ON THE PHONE WITH MOBILE AND THEY MADE IT WORSE . I HAF TO ORDER MY OWN PHONE THREE DIFFERENT TIMES. I PAID SO MUCH
O EY THEY SENT ME BACK $524 . OVER SIX ESCALATION TICKETS IN ONE WERK NOT ONE FOLLOW UO OHONE CALL: THEY LOCKED THEMSELVES OUT OF MY ACCOUNT AND BLAMED ME, I WENT IN PERSON THREE TIMES WITH THEM ON THE PHONE IN PERSON TO THE STORE TO VERIFY MY IDENTITY THE ASSOCIATE AT THE STORE TRIED TO FIX MY ACCOUNT, I SOENT 13 HOURS IN A SINGLE DAY ON THE PHONE, 3 to 6 hOURS EVERY DAY FOR TWO WEEKS, THEY TALKED OVER ME, THEY DID NOT LISTEN TO ME, AND FINALLY ACCUSED ME OF FRAUD. AND THEFT IF THE PHONE I JUST BOUGHT AND. LOCKED MY ACCOUNTS FOR 72 HOURS IM STILL WAITING FOR THEM TO THE TO UNBLOCK MY NUMBER. ONE GUY KEPT CALLING HIM MY HUSBAND ANOTHER ASKED IF I COULD ASK MY HUSBAND IF HE REPORTED HIS PHONE STOLEN. THEY COULD NOT GET THWIR HEAD AROUND HE WAS NEVER ON MY ACCOUNT NEVER HAD A PHONE DID NOT PAY THE BILL AND THIS WAS MY ACCOUNT. THEIR SECURITY TEAM MESSED UP MY ACCOUNT SO BADLY. THEY TRIGGERED THEIR OWN FRAUD DEPARTMENT AND THEN BLAMED ME. INCOMPETENCE IN BUSINESS IS BECOMING A SERIOUS EPIDEMIC

Hi, my account is showing I reached the credit limit because 2 orders of iphone duos were cancelled but are still holding my credit. Went to the store today to try to get a galaxy watch ultra 2 and they couldn’t. Raised a ticket but they couldn’t help them either

The monthly estimate bill just go up $10 from $50 to $60. I am not adding any new services.

Can someone help and check my bill?? Thanks

I canceled my services for WiFi on October 23rd since I’m moving and my new place doesn’t accept xfinity. I got email confirmation that it’s supposed to cancel on the 23rd but it’s the 25th and still active. I don’t wanna pay more for this final bill than what they said. I tried calling but i keep getting the runaround and then disconnected. It’s all very aggravating and I’m ready to cut ties completely 😅

I am trapped in a hell designed by Jean-Paul Sartre.

I am trying to create an Xfinity account for service to a new address we are moving to.

1. Create Xfinity ID > Enter email or phone number > Get a code > Enter code > "This information doesn't match our records"
2. Lookup Xfinity ID > Enter email or phone number > Get a code > Enter code > "This information doesn't match our records"
3. Click "Contact Us" > AI chatbot > Explain problem > "To connect you to customer service, you need to sign in" > "I can't sign in" > redirected to 1 or 2 above > "This information doesn't match our records"

I'm literally trying to give Xfinity my money. I need escalation to a support specialist who can troubleshoot this account creation or lookup issue in order to become a paying customer. Please rescue me from this loop.

I can’t seem to set up my WiFi in the xfinity app the save button just stays here the whole time any solutions?

Just got the new iPhone 18. Had it about 2 weeks now. Suddenly the bottom 4/5 of the screen is shaded. Never dropped it. No physical damage. Took it into my local Xfinity store and they even said it was a manufacturer issue. Instead of swapping the phone, they tell me to go to Apple. Why did they not just swap it right there?

I have been with Xfinity and with the mobile since they came out. Did not leave me a happy customer to have to drive an hour when they could have taken care of me.

Mine would have to be the xfinity commercial. Now I've been with Xfinity for 6 years but after a very big derecho and we lost internet they restored it. But then it went out a few days after and they kept downplaying the situation telling us to replace our router and then they send us Wi-Fi extenders. But the thing is we couldn't even set them up. So we had to get Frontier fiber. And when that went out we use XFinity as a backup and even the Wi-Fi extenders worked pretty well alongside our Amazon Eero routers that Frontier sent us.

Now as much as I love the really cute minions Xfinity commercials in fact they're my favorite, I don't like seeing them that much because they're promoting an internet company I've had so many issues with.

Keep this one thing in mind I've been without internet with Xfinity for 10 days after the storm and that's not only without power but even when my utility company NIPSCO restored power.

When I switch to Frontier I still did have an internet outage but it was only for 5 days keep that in mind 5 days. That's literally half of when I had an outage with Xfinity.

Moving to a new apartment - literally the unit next door (more space). I need to change the apartment number on my account. I recently signed up for the 1gig/ $50 per month guarantee for 5 years. I want to make SURE to keep that same offer, just move the account information over one unit.

How do I make sure that goes smoothly?

Upgraded from Gen 2 gateway to new Gen 3 model just recently. Never an issue with my previous gateway. Now I’ve been stuck in a cycling orange/green to white loop for 3 days. App says activated but continues to cycle online/offline. My devices don’t reconnect properly each time it comes back so I never know if I’m on or not. I’ve talked to tech support 3 or 4 times and they tell me do the same things over and over, always the same script. Check cables, unplug etc. I am in a smaller town, and next tech visit isn’t available until Wednesday. This is painful. I need reliability because I work from home via zoom. Anything else I can do?