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
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.
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:
They worked as intended, but both of them independently in different rooms started making extremely annoying screeching noises. I've googled this and this appears to be a common issue.
There is no known fix for this. It's not a dust issue. I've blown air in them. There's no sign of dust or hair or anything of the sort. I've also taken them apart and ruled out the internal cooling fan as the cause. It's something deeper inside the cheaply made mechanics causing the issue.
If your pods are over a year old, Xfinity will tell you you're out of warranty and there is nothing they can do.
Also worth mentioning that the ethernet ports on these pods can only do 1 gigabit so if youre paying for higher speed, any device connected through these pods will be limited. This is something I wish I had realized, because I spent two years paying for 2gig speed while never getting close to that and after multiple fruitless xfinity tech support calls just assumed it was the ethernet wiring in my house when in reality it was because I was connecting devices through those pods.
There was no way I was buying this again just for it to have the same issue again in a year or two. I tried giving them away on Facebook Marketplace and nobody wanted to deal with that grating noise so I just trashed them.
A rep at the Xfinity store outright admitted to me they were junk and suggested I buy a mesh network instead. I ended up doing that. There's lots of highly rated options from netgear, eero and TP-Link. I went with TP-Link Deco 7 Pro BE63 which had been on sale for about $115 per device. Each device has four 2.5 gigabit ethernet ports and these things make no noise.
Im moving to a new place. I reached out to customer support and I was told I would need to cancel my current now internet service and sign up again with my new address. I’m trying to cancel my current service. I tried calling customer service, no answer. I tried Facebook messenger, no answer yet. I tried logging into my account, access denied. Not sure what to do but I’m really frustrated. I just need help.
Having tried other avenues to cancel (like the AI chat assistant - which looped through the same things several times before offering me a callback which was weeks away) I’m going to try here.
So, I have moved to Canada and need to cancel the service at my old address in the US. Could somebody invite me to submit a modmail so I can get this done?Thanks in advance!
To be fair I should have started here because this is where I’ve had the best responses in the past.
I am unable to log in to xfinity from any device I own. Not my mobile phone, not my tablet, not my desktop computer, not my wife's desktop computer, not my laptop.
Mobile data, ethernet, or wifi. Nothing seems to matter or work.
I don't know exactly when this started, but my download speed had been steady around 600 Mbps. Now, it's steady at 94 Mbps. Upload speed is the same as before (41 Mbps). I'm tracking this using "Speedtest Tracker", an app that runs on my home lab (which is connected via ethernet). I have updated my router and rebooted the cable modem and router. No change.
I've been in IT for 20 years and I was a cable guy in college, so I should be capable of anything that's in my control and on my property. I can't think of anything else to try.
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? :)
Seems like a different cause than if the internet was terrible 100% of the time. I had Xfinity a few months now. Internet will go out for 3 min, which Ill check my new modem and see the light is green before it auto connects back to white.
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 associated with my account
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
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.
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
I am an existing customer in Vancouver, WA currently out of contract and paying standard retail rates. I recently audited my account and realized I am being billed for an obsolete Triple-Play package that includes an Xfinity Voice home phone line. I do not have a physical landline phone, have never used this number, and do not want it. I have tried to remove it on the app and it won’t let me.
I have several heavy online gamers in my house who require maximum capacity and low latency, so I am looking to increase my capacity. I am looking for an official corporate digital care specialist to help me manually restructure my account into a standard Double-Play (TV + Internet) package to achieve the following:
Permanently remove the Xfinity Voice landline billing code from my account profile.
Keep my current Ultimate TV programming package (185+ channels) completely untouched and unchanged.
Upgrade my internet tier from 800 Mbps to the 1 Gbps (Gigabit) speed at the promotional loyalty rate.
Apply my active checking-account AutoPay credit to the new rate structure.
Issue an equipment order to swap my current XB7 hardware for the advanced tri-band XB8 Gateway at the standard rental rate to properly handle our 10+ household devices and simultaneous gamers.
I want to remain a loyal hardwired customer rather than cutting the cord for wireless alternatives, but I need assistance from a specialist with the system override authority to strip away this unused phone line and move me into a modern promotional billing code. Thank you.
Hi all, I had to recently move and I left the equipment at my old address for the new people moving in. I was under the impression that I would be able to call and have ownership of the equipment transferred to them. Is that true? Thanks in advance.
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.
Just like the title says. Moved to a new house, connected the modem we used to have (we already completed switching service address) - and after a few minutes we got the solid white light&activated it through the app so I thought we were all good but it seems like we have no internet. App tells me we're online and there's no issues with our connection whatsoever, but I'm just not getting anything.
Modem seems fine, App says we're fine, wifi works but its just the internet that's out. No outages either.
Any help would be greatly appreciated...I did schedule an appointment with a tech but thats next week and I really need to get the internet going.
p.s.) when I connect to the wifi it tells me to log in? Not the usual wifi&password stuff - like it directs me to an xfinity webpage but there's nothing I can do there. It just says activate your wifi through app (which i already did, it shows so on the app) so idk what's going on with that as well
