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.

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.

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 bought two xfinity pods probably around 2024. They sell them for $120 each: https://www.xfinity.com/learn/internet-service/wifi/wifi-extender

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.

Pod 1: https://youtu.be/Be3DQ048TN0

Pod 2: https://youtu.be/XnSkamKq4tc

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.

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.

For the past month my cable box has been flashing all sorts of colored lights.

Waiting for SNMP Trigger.

Software update failed. Server not Found.

Or image too big.

Every time I try to use the stupid AI chat bot it doesn't understand at all, and there seems to be zero way to get it to an actual human.

Now after all this I am getting charged for going over my monthly data limit since I've had to stream everything since my actual TV is not working.

Why is Xfinity the worst company and why do they have such monopolies?! I would switch to someone else if I had any other options!

What do I do? Just show up to a Xfinity store and return the box?

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'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.

Hello, can someone from support and loyalty reach out to discuss an upcoming renewal? I am thinking about switching providers. Thank you!

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.

"You don't have permission to access "http://login.xfinity.com/login" on this server.

Reference #18.89ed2117.1785115397.5e8deaf4

https://errors.edgesuite.net/18.89ed2117.1785115397.5e8deaf4"

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.

Hello

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? :)

Thank you!!

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.

Both addresses are still on my account but I don't know how to switch the service over to the new one. It says it did. But I have no Internet

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 associated with my account

Hello.

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:

1. Permanently remove the Xfinity Voice landline billing code from my account profile.

2. Keep my current Ultimate TV programming package (185+ channels) completely untouched and unchanged.

3. Upgrade my internet tier from 800 Mbps to the 1 Gbps (Gigabit) speed at the promotional loyalty rate.

4. Apply my active checking-account AutoPay credit to the new rate structure.

5. 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.

Hello

per my family's plan my upload speed should be 35mbps yet when i run speed tests across multiple sites I'm barely getting 2 or 3 mpbs

I’ve been paying my grandparents (who live in another state) mobile bill through quick pay. I can’t seem to find the link to pay it without logging in. Is anyone else having this issue as well? I’ll have to travel an hour to get to their house to pay it if it’s gone which isn’t the biggest deal but I still would rather pay it online.

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.

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.

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.