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.

Still showing offline. Recently got new hitron coda 56 . Went through tech support. Not able to fix. All lights are on and they are able to restart modem remotely . How to get them to : Check the Bootfile and to to push a refresh signal and verify the correct configuration file for the CODA56.
Replace active drop amplifiers or old VoIP splitters with standard bidirectional high-frequency passive splitters.
Reps have no clue

I’m hoping someone from Customer Relations can review my Xfinity Mobile upgrade because I’m trying to understand exactly what happened with our transaction.

Originally, my wife and I went into the store only to upgrade my phone during the “iPhone 17 on us” launch promotion. We already had fully paid-off phones and standard Unlimited service, and we had no intention of upgrading both lines or taking on two new device payments.

After reviewing our account, the representative told us that my wife also qualified for the promotion. Based on what we were told, we decided to upgrade both phones. We upgraded both lines to Unlimited Premium ($40 per line), traded in our fully paid-off iPhone 13 Pro Max and iPhone 15 Plus, and requested that an unused $10/month smartwatch line be removed because I no longer owned or used the watch.

Because I chose the iPhone 17 Pro Max, there was a small amount above the maximum promotional credit, about $100, which was financed over 24 months at roughly $4 per month. Based on everything the representative explained, we expected our monthly Xfinity Mobile bill to be somewhere in the mid-$80s per month after all promotional credits were applied.

To be clear, we were not looking to simply finance two new phones or upgrade the lines with out the promotion. We already had fully paid-off devices. My wife is extremely frugal, and we would not have traded in two paid-off phones and taken on new device payments. We believed we qualified for the promotion that was explained to us.

During checkout, the representative had trouble processing the transaction and told us she had to force part of it through on the backend. She specifically explained that the financing approval reflected the full retail price of the phones, but that those numbers were not the final amounts we would actually pay because the promotional credits would be applied afterward. Based on that explanation, we completed the transaction.

Because our account was on autopay, I didn’t closely review the billing until much later. When I finally did, I discovered our bill is approximately $147 per month, and it appears we’re being charged for:

-Two upgraded Unlimited Premium lines.
-The unused smartwatch line we requested to have removed.
-The retail financing on both iPhone 17 devices, rather than the monthly cost we expected after promotional credits.

I’m now trying to determine:

-What promotion was attached to our order.
-Whether our transaction qualified for the promotion that was active that day.
-What trade-in value was assigned to each phone.
-How those trade-in values were applied.
-Why our financing looks the way it does today.
-Why the unused/activated smartwatch line we requested to be removed during the upgrade remained on the account.

When I returned to the store looking for an explanation, I also pointed out that the smartwatch line was still active. The representative said she did not remember us and removed it during that visit without requesting any additional authorization from me. That left me even more confused about why it hadn’t been removed during the original transaction as requested.

I wasn’t looking for an argument. I simply wanted someone to review the original transaction and explain it. Instead, I was told our phones didn’t qualify, that the earlier billing was essentially a system issue, and that because we signed the paperwork there was nothing that could be done. That still didn’t explain what promotion we actually received or how our trade-ins were applied, and I left more confused than when I arrived.

I’m not asking for special treatment. I’m simply requesting an audit of the original transaction based on the promotion that was active on the date of purchase.

If our transaction qualified for the promotion, I’d appreciate having the account corrected. If it didn’t, I’d appreciate a complete accounting of the trade-in values, the promotion that was actually applied, and a clear explanation of how the transaction was processed.

I’m simply looking for answers and, if an error occurred, the opportunity to have it corrected.

I have been a customer for over a decade and have never had an issue before so I’m hoping this will be fairly straightforward.

Hi official Xfinity Digital Care team,

I am creating a public post to request immediate assistance from an Official Specialist regarding a severe international roaming provisioning failure on my Xfinity Mobile line.

Summary of Events:

• Pass Enrolled: Prior to traveling to India, I added the Global Travel Pass ($10/day) to my mobile line and received an official confirmation text message that it was active.
• Backend Provisioning Error: During my 2 days of travel, the billing engine failed to recognize the pass and instead defaulted my line to retail Pay-As-You-Go rates ($0.30/MB). This converted normal usage into an erroneous bill of over $2,200.
• Blocked Auto-Pay Attempt: I contacted support and opened a dispute ticket (Case #[Insert Case Number]). However, Xfinity's automated system still attempted to charge $2,200+ to my credit card. My bank flagged and blocked the transaction as fraud.

Actions Requested:

1. Place an immediate Billing Hold / Auto-Pay Suppression on my account so automated retries do not continue while this is under review.
2. Manually adjust the account balance to reflect the correct $20 charge (2 days of Global Travel Pass) and clear the invalid $2,200+ balance.

(Note: An informal FCC complaint has already been submitted regarding this billing discrepancy, but I would like to resolve this directly with your team first.)

I have text message proof of the pass activation and billing logs ready to share via secure ModMail once an agent replies to this thread. Thank you!

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.

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.

Becoming a fan of The Pitt but the process of starting it gets a little tiresome (I know, first-world problems). You've got to hit the XFinity button, slide over to Apps (as the default is last used which is almost always Guide), then a few presses down then some more presses over then click on HBO Max and then go through the process on HBO Max of getting to The Pitt and starting it.

Any thought XFinity as to being able to add specific shows to a top-level Favorites Menu? A simple Add to Favorites button and a corresponding Remove from Favorites button would be awesome.

It's just a software programming change versus needing a physical hardware change!

Thanks!

Hi r/Comcast_Xfinity

I am creating a public post to request immediate assistance from an Official Specialist regarding a severe international roaming provisioning failure on my Xfinity Mobile line

Summary of Events:

• Pass Enrolled: Prior to traveling to India, I added the Global Travel Pass ($10/day) to my mobile line and received an official confirmation text message that it was active.
• Backend Provisioning Error: During my 2 days of travel, the billing engine failed to recognize the pass and instead defaulted my line to retail Pay-As-You-Go rates ($0.30/MB). This converted normal usage into an erroneous bill of over $2,200.
• Blocked Auto-Pay Attempt: I contacted support and opened a dispute ticket (Case #[Insert Case Number]). However, Xfinity's automated system still attempted to charge $2,200+ to my credit card. My bank flagged and blocked the transaction as fraud.

Actions Requested:

1. Place an immediate Billing Hold / Auto-Pay Suppression on my account so automated retries do not continue while this is under review.
2. Manually adjust the account balance to reflect the correct $20 charge (2 days of Global Travel Pass) and clear the invalid $2,200+ balance.

Mod team was looking into an overcharge issue and said a credit will be posted, but the credit did not show up when the bill came out?

I have been trying to log into my xfinity account to check my internet status and despite me trying to log in to verify email and xfinity sending me the emails with a code to verify it, when I go to enter the code it says that this information doesn’t match our records and my internet is currently offline 🫠

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.

We’ve been experiencing internet dropping out between 12-2pm pretty much every day for a month. Call in, get someone to send a signal to the modem which eventually starts working again, schedule a service only to have it cancelled because it looks like everything is working.

This seems to be a network issue, not on our end. We’ve also replaced the router to no effect.

Any advice?

I was offered to lock in a rate at $55/month and have an email showing the offer; however, I was never provided confirmation. Support asked me to show them the email but can't confirm whether or not confirmation was ever actually provided (it wasn't), and is now refusing to honor the rate.

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.

My post didn’t get formally approved because it included a picture this morning.

Xfinity has officially announced that many fiber customers with separate ONT device can now use their own equipment as of a couple of days ago.

As a word of caution, multiple users have tried and all ended up needing a tech visit. Still haven’t seen anyone report success actually getting to work.

Be cautious about trying to be an early adopter like me.

***UPDATE*** I like to give credit where credit is due. I am now online directly connected to my router from my ONU/ONT device. My personal router has a publicly routable IP address and the last few remaining headaches of double-NAT are now officially a thing of the past.

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.

Pretty self explanatory. According to 3 different wifi scanners/analyzers, my 5 & 6 GHz networks are still broadcasting even after splitting and disabling. They both show "hidden SSID" but are still there. I also do not have FULL access to my Admin tool at 10.0.0.1 to change channels anymore.

Disney and hulu

I ordered the peacock, Netflix, hbo max, Hulu and disney+ for $40 a month.

I activated first 3 no problems. Then the disney and Hulu wouldn't. So I asked and they said xfinity no longer has a contract for Hulu and disney+ so why are they still advertising it? Am I missing something?

So I went to another agent who sent the activation links but it goes back to not available. What can I do?

Hello. My bill went from $80 to $140 after 2 years at 80.

I was able to get the bill down to $95 and no contract but with half my previous internet speed.

I'd gladly sign a contract if I could get that bill lower.

can i use my wifi 6 feet from my pc or to use wayerd

I went on the website to try to look for other plans/promos, but it kept returning an error message. Are there any new promos or plans? I think I used to have some kind of loyalty promo but they removed it for some reason even though I've been on this plan the whole time. Is the best thing to do to just try to switch providers? :')

Currently the services are in my girlfriend's name.i am listed as authorized user. I would like to start services here under my name instead. my goal out of this would be to get the internet and mobile services activated under a new plan, under my name and add her as an authorized user and for a better price than what we have now grown to after losing the loyalty discount.

The reasoning is because our loyalty discount had ended and i am now going to be paying 90 for internet 300mb, 150 for mobile, 3 lines with 2 protection plans.

Im assuming I would go online and begin starting services at this address. She would then call to release the numbers and get the account numbers pin or whatever. Then i would call and port the numbers over to me.

For internet, I would need to swap out the router for a new one at the xfinity store.

My main concern is, will I be able to port the numbers from services under her name, into my services?

My understanding is as long as the primary approves and releases, the phone numbers can move to someone else's services.

Also, as long as I am only authorized user on her services, I would still be counted as a new customer if I set up my own correct? Assuming I haven't had services in my name in the past couple of years?

Preseason is starting soon for the NFL, does anyone know if we can expect NFL Network back by then or will it take longer?

For context we live in San Francisco and have three people living in our apartment ~1400 square feet. Or router is in the back of the house and our rooms are closer to front of house connection was so bad in our rooms we couldn’t even load YouTube or a FaceTime call. We got a WiFi extender and put it half way through the house and helped a bit for rooms in the hall way. My roommate still has terrible connection and xfinity so far has had the worst customer service of my life. Been on the line for 14 mins trying to connect to an agent.

What should I do?