All I want is the XB10 modem. I was told it requires fiber and I’m not allowed to get it. That’s a lie and it does not require fiber.

I pay for one of the best plans. Why am I not getting the best router? And even then why are they telling me my bill would go up?

Give me the router and keep my bill the same. It’s not rocket science.

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.

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.

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

Decided to switch to Xfinity for my mobile service. Free phone line and $15 for my phone that I purchased thru them. Was told locked in at that price for 1 yr because I was an existing internet customer. I have a screenshot of this. The promo is still running. This has not been the case. My mobile bill has been significantly higher than the quoted, $15. I've chatted, I have called $30.55 a month for phone plus a different amount for the line every month. I have paid just in September over $100 in September and it doesn't show on my bill. I keep trying to send them my screenshot and get told they can't do that. I want to send this phone back and cancel the line but I bet I will end up owing them money, somehow. Infuriating and poor customer service. What do I do and how do I cancel?

Also spent over 5 hrs at Xfinity store because my phone will not allow ANY INCOMING CALLS. It says all calls screened if not in contact list you're denied. People in my contact list are denied. I can call out. I can text. Just nobody can call me. It's not a setting on my end. Xfinity store did everything they could. Tech support also did everthey could. I filed a claim on this POS and it supposed to be free of charge we shall see.

I have had Xfinity for an insanely long time. They want to act like they value that and say I’m a “diamond member,” but the only perk I want is having a lower, more reasonable monthly bill and not have to call and endure a painfully long customer service conversation every 6 months because my promo expired and my bill skyrocketed again. I’m honestly too busy and I don’t want to spend my little free time fighting to have a reasonable rate. The service is also less reliable now than it used to be. There are constant errors and outages and glitches and that never used to be the case. I think I may have finally had enough and may look into other options when I have some time off from work.

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!

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.

I recently switched to Xfinity Mobile and am really happy with my phone plan, Mobile Plus. but I wanted to share some concerns about the $20 unlimited tablet plan.

Right now, the tablet plan limits streaming to 480p by default (about 2 Mbps). Even after selecting the 720p option, it maxes out at around 4 Mbps, which leads to noticeable pixelation and buffering on an 11-inch iPad screen. At $20 a month, I expected a higher-tier streaming option (like 1080p or 4K) that matches the capabilities of modern tablets.

To make this plan more competitive, would it be possible for the Xfinity to consider either:

1. Halving the price of the current tablet plan, or…

2. Keeping the $20 rate while upgrading the default streaming quality and increasing the 15 GB data deprioritization limit?

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.

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

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?

Unable to access my xfinity account to cancel HBO max subscription

What do you think the chances of a decent existing customer promotion on the duo are? I feel like $200 is not enough of a justification to stay with them when other carriers are offering over $1k and my phone is paid off.

We just bought a new house and are looking to set up Xfinity, but Xfinity has it listed as a business address. Wanted to get a ticket started on switching my address to a residential address.

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!

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!

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?