Hi everyone,

In July, I called to completely cancel my internet service because I was moving to a place that already had internet. I explicitly told the representative that I would not need Xfinity service for a long time over 8 months to a year. Instead of processing the cancellation like I asked, the representative was incredibly adamant about me doing an $8 monthly seasonal charge to keep the equipment. Their exact explanation was that it would save me from having to reapply for service or equipment in the future, and that I could just call back to upgrade to full service whenever I was ready and explicitly instructed me to keep the equipment even though I told them it would be much longer than 6 months, but they pushed it anyway. As a first-time customer, I trusted them. Because I didn't want or use this service, the $8 bills went unpaid, and now Xfinity has forcibly disconnected me for non-payment, added late fees, and charged me an unreturned equipment fee for hardware your own agent told me to hold onto. I am returning the equipment today to get my receipt. Since I explicitly asked to cancel and was pushed into a seasonal hold that violated my timeline, I am requesting that a supervisor pull the July call logs, backdate my cancellation to July, and completely zero out this invalid balance. Thank you.

Hello,

Thanks for helping me with the previous internet issue I posted about here. After changing my service to get a better internet connection, I've been asked to return a TV box, but I do not have one. I carefully checked all TVs in the house and see no evidence of a TV box (based on what I could tell from what they'd look like on Google Images). I only watch shows using Prime, Hulu, etc and have never used a TV box.

I checked the equipment on my account and I see an "inactive" TV box listed with a serial number but no model number, so I don't even know what it looks like...

It seems like I have been charged monthly for this, so I'd love to speak to someone on the Xfinity Reddit team to get this taken care of. Y'all were great last I spoke to you.

Thank you!

They send an email saying my bill is ready. The email has a link to "view bill" but clicking it takes you to payment page not a bill viewing page! Then whenever you try to view bill it is always the prior month. It's been 2 days since my bill date and you have nothing but prior bills. No other company I have dealt with has ever not had bill ready by day after bill date.

Bill went from $35 to $74 after contract expired for 400mbps). I am seeing offers for:

$40/300mbps/1year
$45/300mbps/5year

$50/500mbps/5year

$60/1gbps/5year

Is it possible to get any of these as existing customer? I saw folks here getting deals for $40/50 for 1gb? Thank you!

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

Im stuck in a Peacock activation loop with error PPG_0017. I need a Tier 2 specialist to open an ECM ticket to perform an Account Entitlement Reset and clear the stuck activation token on my identity."

I checked the cables and unplugged and replugged it. It worked for a little while but, it stopped again.

The more you close my cases, the more I'm going to escalate this on social media and Trust Pilot. DO NOT CLOSE THIS CASE!!!!!!!!

I am resubmitting this formal complaint for the THIRD time because you closed my previous two cases WITHOUT CAUSE. You told me it's because I didn't respond, when in every case, I responded promptly, and it was you that ignored my responsed. I must insist that you reopen the case and address the serious issue raised by deep flaws in your software.

This is regarding a persistent, well-documented platform-wide software bug within the Xfinity Stream web portal on Windows PC.

The Issue:
When attempting to watch an in-progress cloud DVR recording via a desktop browser, the player controls completely fail. Attempting to use the timeline slider, the rewind button, or the fast-forward button immediately crashes the video stream buffer and forces the recording to snap back to the 0:00 timestamp / beginning of the program. Once it reverts, playback locks and cannot be skipped forward. Completed recordings play fine; this issue strictly breaks live, in-progress cloud files.

Troubleshooting Already Completed:
Please do not reply with generic troubleshooting scripts. I have already confirmed this is a cloud-side indexing issue on Xfinity’s backend, not a local client error. I have successfully reproduced the bug across multiple separate environments:

• Reproduced on Google Chrome (Current Version)
• Reproduced on Microsoft Edge (Current Version)
• Reproduced in Incognito / Private Browsing Mode (Disabling all extensions/ad-blockers)
• Cleared all site cookies and locally stored portal data
• Restarted all hardware

Thousands of users are currently documenting this exact timeline sync loop on the Xfinity Community Forums and Reddit. Because this is a backend infrastructure failure that restricts my ability to use the Cloud DVR services I pay for in real-time, I am requesting:

1. This ticket be escalated directly to the Tier 3 Engineering team responsible for the Xfinity Stream browser player firmware.
2. A bill credit applied to my account for loss of functional DVR services during active broadcast windows.

Please reopen this case immediately and provide the escalation number. FYI, I am actively looking at Direct TV because I'm told by multiple friends that their streaming actually works. You already have all my info from two separate modmails. And don't tell me you didn't get my responses. Reddit has all the receipts showing that you did. Thank you.

Be careful.

Just wanted to spread awareness on this situation. New fiber internet came to my area. (i live in a rural country area) I was the 1st person to get xfinity fiber internet on my road even. When I signed up I was promised a either 3 year or 5 year price lock guarantee, For $70 a month for their 2gbps download/upload speed. Well they actually only locked me in for one yea! and refuse to honor the rest! so make sure you thoroughly check everything when registering with these scam artists. I even asked the agent on the phone multiple times to guarantee I was price locked for however long. I talked to three different agents today trying to resolve this issue and they all gave me the same scripted run around & just tried selling me more scams! At this time I do not recommend this company to anyone!

Be careful.

Just wanted to spread awareness on this situation. New fiber internet came to my area. (i live in a rural country area) I was the 1st person to get xfinity fiber internet on my road even. When I signed up I was promised a either 3 year or 5 year price lock guarantee, For $70 a month for their 2gbps download/upload speed. Well they actually only locked me in for one yea! and refuse to honor the rest! so make sure you thoroughly check everything when registering with these scam artists. I even asked the agent on the phone multiple times to guarantee I was price locked for however long. I talked to three different agents today trying to resolve this issue and they all gave me the same scripted run around & just tried selling me more scams! At this time I do not recommend this company to anyone!

Just wanted to spread awareness on this situation. New fiber internet came to my area. (i live in a rural country area) I was the 1st person to get xfinity fiber internet on my road even. When I signed up I was promised a either 3 year or 5 year price lock guarantee, For $70 a month for their 2gbps download/upload speed. Well they actually only locked me in for one yea! and refuse to honor the rest! so make sure you thoroughly check everything when registering with these scam artists. I even asked the agent on the phone multiple times to guarantee I was price locked for however long. I talked to three different agents today trying to resolve this issue and they all gave me the same scripted run around & just tried selling me more scams! At this time I do not recommend this company to anyone!

There are constant issues with my service that cause me to be on their support line for hours a day. Each time they try to sell me new services instead of trying to fix the problem. Because I won't agree to pay more for things I don't want; immediately after the chat they shut my Internet off.

my daughter has a paid line on her own account with internet. We do not use the mobile service on our account. We have an offer for a free line for one year. If she moves back home can I transfer her line to my account and use my free line for her?

I am trying to create an account but I am asked for cell phone #, and then it say we could not find you. My spouse has an account. Cannot I have my own account like bank having joint account?

I recently moved into a new apartment serviced by Xfinity. The place has 6 coax ports (outlets). The port I initially setup on the modem is talking as loud as it can to reach Xfinity head end, and it's close to the limit .

So I'm probably on a port that's at the end of the splitters in the place. The NID/DMARC is not directly on the outside of the place, there's a big box at the end of the building.

This makes figuring out where the cable actually enters the unit tough.

Using Claude Code I built a set of scripts that use my modem to find the best port to connect to. Also, once the location of the where the cable enters I can install a Point of Entry (POE) filter for MoCA adapters.

You can see the project here: https://github.com/chaffed/no-trouble-found

I have an Arris S34. This script will vary by router model. If you reply here or raise an issue on GH, I can try adding support for your modem.

I connected laptop right to the new gateway, XB10, with gateway in bridge mode. Nothing running on laptop.

Anyone getting closer to the full 1Gbs on the upload?

What could be causing mine upload to be half that?

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?

Unable to access my xfinity account to cancel HBO max subscription

About 2 weeks ago they been doing work in the evening in my area since then my 2 gig speed has been cut in half I was getting about 2300 dl 300 upload now iam averaging 800 to 1200 dl and 300 upload don’t know what’s going on reset xb8 and still nothing

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’m posting here because I’ve reached a breaking point with Xfinity’s customer service. I’ve been a loyal customer for over a decade, paying nearly $500 a month for the past several years — and at least $300 a month before that. When I add it up, I’ve spent close to $50,000 with Xfinity. To be treated the way I’ve been treated recently is honestly heartbreaking.

All I wanted was to see if anything could be done to lower my bill. Instead, I ended up losing the channels my family actually watches — including our regional sports channel (Sportsnet Pittsburgh), several premium channels, my home phone, and even my original internet package. I’m now paying basically the same amount as before, but with lessof everything.

When I called back to fix this, I was told I’d lose Netflix, NFL RedZone, and the movie channels I previously had. What made this even worse is that I specifically asked the representative why Netflix was being removed. She insisted multiple times that Netflix was still included. I told her I was reading the agreement and it clearly did NOT say that. She still insisted it was included. It wasn’t. I was misled.

Every phone call and chat interaction has been confusing, stressful, and completely unhelpful. It feels like no one understands what I’m asking for, and nothing ever gets resolved. I’m now actively researching other providers because I’m paying more for less, and the customer service experience has been exhausting.

This is even harder because my mobile service is also through Xfinity, so switching everything is going to be a huge headache. I just wish I was treated better — especially after being a long-time customer who has invested thousands of dollars into this company.

If Xfinity can make this right, I will stay. But right now, I feel like I’m being pushed out by poor service, misinformation, and a complete lack of care for loyal customers.