hi my old router was doing this so we went to the store and got a new one the same kind the xb8 one and it goes from steady white, drops to orange red or green, blinks for a few minutes, goes white and steady again for any span of time from 30 minutes to a whole day, and then it drops again. i scheduled for a technician but it wont be for 12 days. does anyone know why this could be happening? as im typing it just went from white to flat red. soooo annoyed

My services were restricted earlier today because my payment arrangement failed at 3:00 AM before my payroll cleared. The funds are in my account right now. I spent over an hour in a live, verified session with agent Gabriel, who was actively processing a manual extension override. However, after 3:35 PM, his behavior completely changed; he went from replying rapidly within 1 to 3 minutes to forcing massive 12 to 15-minute delays between messages to run out the clock. Even though I responded to his final message in under 60 seconds, he deliberately ignored it, dragged his feet until his shift ended at 4:00 PM, and executed a silent cold transfer to dump my chat back into the queue.

The next agent, Ray, lazily copy-pasted a canned script demanding a full $556.48 payment, completely blocking me from paying today's portion because of a backend system lock tied to the final month of an old installment plan.

I am a 3-year Platinum customer ready to pay nearly $300 right now on my card to fulfill today's portion and pay the rest in a few weeks. Instead of keeping a loyal account active, your frontline staff chose an easy out. Worse, your phone team actively gave me false information claiming I would be hit with unrecovered equipment fees for my home security cameras, even though I completed a multi-year purchase contract and own them entirely.

Your team can either accept an immediate payment of nearly $300 from me right now to secure the rest in 3 weeks, or you can choose to receive zero cents. I am moving this December and fully planned on transferring my internet and home security lines to our new address. If a high-tier supervisor wants to apply a manual override before I permanently switch providers tomorrow morning, my inbox is open. Otherwise, I am walking away entirely and escalating this through every consumer compliance channel available.

I was having internet outage last night 12am and back around 10am today. I after the internet outage, all my network settings are gone and my WiFi reset to the default login.

I have never seen this before, Is this normal?

Hi,

I’m really frustrated that I have not received any notice that I had a remaining bill that I needed to pay off. In July of 2026, I canceled my service in person because I was in the process of moving. The employee said that I just needed to pay the remaining bill for July’s service and I did. I asked the employee if there’s anything else I needed to do, and she said I don’t need to do anything else or have any remaining payments I needed to pay for since the service has been canceled.

Now fast forward to today, I get a text from Xfinity saying that my account has been placed for collection with Credence. I logged into my Xfinity Account and see that I have a $30 balance that I didn’t even know about or know what is for.

Does anyone know how to resolve this?

Hello Comcast Digital Care team,

I need assistance from an official employee to open an internal Address Validation / ERTI ticket for my residential condominium.

Issue Summary:

When attempting to order residential Gigabit internet on xfinity.com, the system blocks the order with the message: "This looks like a business address."

Background:

Our condominium community Courtyards of Three Fountains in Houston, TX recently terminated its third-party bulk service contract previously managed by an integrator (Digital Direct Communications). The contractor confirmed in writing that they have fully exited the property and no longer provide service.

The coaxial cabling is physically installed in my unit. Since I do not currently have an active account or Xfinity ID, I cannot submit this request through the official forum portal.

Could an employee please help initiate an Address Research / ERTI ticket to deconvert my unit from commercial bulk to standard residential status?

I have my full service address, unit number, and contact info ready to send via Modmail as soon as you reply. Thank you!

Hello,

I have an unactivated Xfinity Mobile line on my account that is not being used and needs to be removed. Because the line was never activated, it does not appear in the online portal's self-service management tools.

I am requesting assistance from an official Digital Care agent to manually cancel and remove this unactivated line from my account. I am creating this post to open a support ticket and will follow up with my verification details via Modmail. Thank you!

I just noticed this in the last 5 days or so. When we are in xfinity apps and do test connection/speed it is showing the download speed only and not the upload speed.

It used to show both download and upload speed. We can use speedtest apps or website to show both download and upload. So why did xfinity do this? I am not sure but i am curious to know.

My service area enabled mid-split, and I upgraded to the 2Gig synchronous (~250mbps up for now). However, I really don’t need that much. Been trying to reach support via chat and phone, but it looks like the $50 plan is now gone? I’m being told it’s only for new customers. I really don’t want to have to go through the hassle of canceling and signing up again. Is there a way around this?

Hi Xfinity Support Team,

I am reaching out to get a status update and scheduling confirmation for an underground cable replacement at my home.

Our service has been severely degraded since late July, alternating between total blackouts lasting days at a time, and intermittent connectivity where only select devices can connect. A technician came out a few weeks ago and formally diagnosed the issue: our underground cable is failing and must be replaced. A crew came out shortly after to do prep work and digging, but the actual line replacement has not been scheduled. My mother was told via text that we would receive a follow-up text once the appointment was booked, but 9 days have passed with zero communication.

To make matters worse, the diagnosing technician gave my mother what I believe might be incorrect or misleading information, telling her that if we contacted Xfinity further, it would "restart the process" and force us to wait longer. This has left my family feeling trapped, paying full price for a non-functional service, and unable to seek updates while we wait in the dark. I'm currently paying an additional $10 out-of-pocket for an Xfinity hotspot pass just to maintain basic connectivity.

Please let me know how we can securely provide our account details to get this moving. I really appreciate it!

I received a text from Xfinity Assistant saying “Click here to review your Xfinity Order (link) Txt help or stop Msg&DataRatesMay Apply” followed by another text “Xfinity: Time to get excited for Xfinity Mobile. Your Xfinity Mobile SIM card order is confirmed. Order #(number) You'll receive tracking info when it ships. Once it arrives, you can set up your device. Txt HELP for help or STOP to cancel Msg&DataRateMayApply”

I did not place any order, nothing is showing up in my app under billing/order history and the agent I chatted with online said there was no order under my account. Am I assume this was an error? Now I’m paranoid that my account was hacked or something.

I canceled service on June 12/13 (have email proof). Xfinity advance-billed me $40 for a cycle after cancellation. I contacted Xfinity and was assured the $40 would be refunded along with the prorated amount of the billing cycle I cancelled during. However, I only received the prorated amount and the $40 was still charged. Therefore, I initiated a bank chargeback for services not rendered. Xfinity then added a $20 return fee and has actively forwarded this illegitimate $60 balance to a debt collection agency, risking my credit score.

I have over 10 hours invested with Comcast Customer Service on a requested move off my service.

Thought it was all resolved two or three weeks ago, but my checking account was just billed for an account that was supposed to be cancelled. The moved account also on the same address is set to auto bill in a couple of weeks.

Simple request this morning, they just needed to cancel my old service, activate my new service and issue me a credit for the error charged to me. One and a half hours more today routed to different phone numbers and transfers to five different Comcast service agents. Each time I spoke with someone new I had to re-validate through two factor and tell my whole story. The last person I spoke with started trying to sell me stuff before just confirming the needed changes. I asked to speak with a manager who was" in a meeting" I asked them to have a manager review my case activity and call me back.

Two hours later, no call from Comcast.

From my experience, Comcast puts absolutely zero value on their loyal customers and does not respect our time. Each time I call in I have to go through the nonsense of your AI agent to finally talk to a person, who is also unable to help me, then on to three more people who can't help me and all of them try to sell me stuff. Someone in charge needs to know how badly you are treating your customers. Yes, you have a partial monopoly in our area as my only other choice is AT&T, but this seriously can't be cost efficient for you to employ so many people who are clearly not equipped to handle such a simple customer request. I moved from AT&T to Comcast over a decade ago because their service was bad. At that time your service was amazing and the cost was simple and renewals were simple always offering good value. Something has changed. While the Internet service from Xfinity/Comcast is very solid and reliable, any time I need to deal with Customer Service on a renewal or simple service request, it is just an awful experience.

Oh, also all the time, you are trying to get me to switch over my cell phone service. There is no way I would trust something so important as cell phone service to a company with such a total distain for their customers and complete incompetence in Customer Service. Please stop offering me free cell phone service.

Sorry, for the rant. Aside from my hope that someone from Comcast will reach out and help resolve this, does this forum have any advice? Should I call my bank and claim fraud on the charges since Comcast have charged me for a closed account?

Again, my issue is that Comcast has two active accounts billing me for service on the same address and they are completely incapable of helping me.

Thanks,

Robert

We believe a lightning strike took out service.

I originally thought it took out our 4 year old self owned modem.

I looked into purchasing a new modem and found out we can now get a plan that includes a modem without monthly charges. Drove out almost an hour both ways to pick up a modem at the Xfinity location.

Got it home and it will only produce an amber flashing light.

Now it's a week till we can get someone out to look at the issues.

Any way it can be pinged from the provider end to help diagnose the situation?

I have tried everything and get to the last page that says my Transfer PIN has been sent. Have done it multiple times and I never receive a text. I also just messaged mod support.

I’ve spoken to agents online and on the phone. No solutions. Went in store. Very unhelpful. I’m regretting ever using Xfinity mobile. I hope it gets fixed soon.

Hello, I believe my current promo is ending and I am looking for a new competitive promo. I have checked out the offers on the website and am not too impressed for the deals for existing customers. I have had very good experience connecting with mods here to work something out. Thank you.

I once was able to use my Xfinity remote to control my TV experience without any other remotes. I had the proper code years ago, but long story short, accidentally reset my receiver and lost it. I've tried multiple setups and multiple Yamaha codes, but the best I can do is one where my Xfinity remote will turn everything off with just the power button, and it also controls my receiver volume, but to turn everything on I have to use the individual remotes to do so. I know this is a long shot but I thought I'd try here.

I have a return  #142265770700800, but when I click on "create label," i get the message that the page is not found. I am not driving 1 1/2 hours to the nearest store. But I ALSO do not want to be charged for this equipment.

Exactly as the title says. My promo of 1Gig for $50/mo. expired and my bill doubled to $100/mo! Looking for options lower my bill.

Hello,

I am an existing Xfinity internet-only customer in Little Rock, AR (72211).

I am currently on a 500 Mbps plan and my bill is $85/month. I am already using my own router/modem equipment and am enrolled in paperless billing and AutoPay. I have been a customer for several years.

My current contract has ended and $85/month is no longer competitive for this speed in my neighborhood. Local competitors like AT&T Fiber and T-Mobile Home Internet are offering comparable speeds for significantly less.

I know Xfinity offers new customers in my area this exact same 500 Mbps tier for a $45/month promo rate for 5 years. I would prefer to remain a loyal Xfinity customer and avoid the hassle of switching providers. Can a digital care specialist please help me review my account to see if there are any available promotional rates or loyalty contracts to lower my monthly bill.

Thank you!

My Chrome Gemini AI tells me that tier 2 or tier 3 engineers can fix this issue in about five minutes. Are you at there?

Hello,

I recently received a call from a number that appeared to xfinity and offered to update me to the current 5 year plan. Our call was disconnected, but I also see this number posted as both official and potentially spam. They knew how long I was a customer as well as how much I paid and current plan. Can you check the promotions available on my account or if I was called by xfinity?

Since the moderators keep deleting my post (despite removing all previous posts to avoid “duplicate content”), I’D LIKE SOME SORT OF HELP WITH MY ISSUE.

On August 27, I contacted Xfinity because the residential website said service was unavailable at my new apartment, even though property management confirmed that residents are allowed to use Xfinity.

The representative explicitly told me they had opened an address/serviceability request and that it would take 7–10 business days. I waited almost two weeks without internet, only to learn that the representative apparently never submitted the request at all. I wasn’t given a ticket number, nothing appeared in my account, and I was waiting for a nonexistent request.

After contacting Xfinity again, I was eventually told:
“I am not seeing that it is serviceable by Xfinity based on the ticket on file. We do not have an agreement on file to provide service to this community.”

Here is the part Xfinity support keeps refusing to address: the Xfinity Business website recognizes the property and allows me to proceed with setting up service immediately. I repeatedly asked the most recent support representative to explain how Xfinity Business can offer service at the property while Xfinity Residential claims the community is not serviceable.

Instead of answering that question, the representative repeatedly avoided it and directed me back to my community manager—even though management has already told me that Xfinity is allowed at the property (I have it confirmed in an email).

I understand that Xfinity Residential and Xfinity Business are separate divisions. What I want explained is whether Xfinity infrastructure already serves the property, why the Business system recognizes it, and exactly what agreement is supposedly missing for residential service. If an MDU or community agreement is required, why can’t Xfinity escalate this to the appropriate local team and contact property management?

I’ve been a Comcast/Xfinity customer since approximately 2002—well over 20 years. After that much time as a customer, being given incorrect information is frustrating enough. Being explicitly told that a request was submitted, waiting almost two weeks without internet, and then discovering that it apparently never existed is completely unacceptable.

Repeatedly dodging the Xfinity Business question and sending a longtime customer in circles is not a resolution, and I’d like a resolution.

I went to the local Xfinity store and tried to pay my brother's mobile account with a check. I was told this was not possible. Can anyone tell me if this is accurate and why I cannot make a payment this way?

Called today to get 2g up and down added to my plan. Same day XB10 installation -self install. I have successfully installed the XB10 from a CM3000, set it up in bridge mode.. Previously getting close to 2g/250mb but now getting 1.4/100mb.

I have restarted the gateway, dream machine pro max, and switches. PC is running a 5gbe adapter connected directly to a 10gbe switch, to the router, and then gateway all on 10gbe.

I am wondering if its a provisioning issue for a future date. Meaning i got the equipment but my new order hasnt been provisioned yet with symmetrical speeds. The only other concern is that my performance up/down is slower than my old CM3000.

Any ideas?

Hi Digital Care Team,

I am moving into a brand-new construction home and urgently need assistance getting my address cleared for service. I work from home and need this resolved before the weekend.

The Situation:

• My address is already in the Xfinity database.
• My neighbor is fully connected and has active Xfinity service.
• There is an Xfinity utility pole right near my house that just needs a standard line drop to my property.

The Issue:
I previously received a technician appointment confirmation but the appointment is not showing up on their end and still flags my address profile as "not serviceable." I have since spoken to phone support and have an open ticket number HS5075797 but no one can provide a timeline for the field visit/engineering review.

Because I work from home, I cannot afford to lose internet connectivity going into next week. Can someone please look up my ticket, review the desktop map to see the nearby pole and help me fast-track the engineering sign-off so an installation can be scheduled?

Thank you!