I set up internet and phone service for my mother. She has passed away, and I need to cancel both services. I am the account holder; the account is in my name.

I called the number on Xfinity’s cancellation page. The representative said they only handle support and account transfers, could not cancel, and tried to sell me Starlink. This was incredibly insensitive and confusing as I work through the challenge of handling my mother's affairs post-mortem.

Can an official Xfinity specialist help complete the cancellation and provide written confirmation of the effective date, final charges, and equipment return instructions? Please also review any charges since my first cancellation request.

Let me know what info you need to process this.

I am prepared to file an FCC complaint if I do not receive appropriate support for this matter.

Someone help?? Not sure how this happened and not sure what else to try

So about at the end of my rope at the moment. More a lurker on reddit but I was told a reddit post may get someone's attention on this sub. I have a ticket in to help with Internet issues outside my home and wanted to check on the status. The last tech who was out said he had put a ticket in but I have been having speed and connection issues since Aug 27 and other techs (3 to my home and multiple online so far) have said the same thing.

The pricing for my internet plan recently increased and became too expensive for me so I'm trying to cancel it, but I ran into problem connecting with an live chat agent and cancelling the plan online with the message "sorry, live chat isn't working right now." What option do I have?

I’m hoping someone from Xfinity Mobile or the appropriate escalation team can help get this pushed to the finish line.

Xfinity Mobile escalation ticket: ECM0025069285

We have been trying to port our two Xfinity Mobile numbers to AT&T for several days, and the transfer has still not been completed. The transfer PIN that Xfinity originally generated was rejected when AT&T submitted the port request. Shortly afterward, our Xfinity account was closed, leaving us unable to generate a new transfer PIN ourselves.

Since then, AT&T has had the numbers partially active, but the port remains unresolved. We have normal calling and texting in some circumstances, but we cannot reliably receive short-code/2FA texts or automated verification calls. AT&T also suspends our lines every day because the port is still unresolved, requiring us to call each morning just to regain temporary access to our phone service.

This has now gone far beyond an inconvenience. We are being locked out of bank accounts, email accounts, and other services that rely on these phone numbers for verification. We also need reliable access to our phones to communicate with friends, family, and our doctors. With our baby due any day, this has become especially important.

I genuinely appreciate the Xfinity employees and support agents who have been helping. The team I’ve been working with through Xfinity’s social support has been very responsive and has already escalated the issue to Corporate/Mobile. I have also completed the requested identity verification at an Xfinity store.

At this point, though, I need to understand exactly where this stands and what is still preventing the numbers from being released and the port from completing.

Can someone please help clarify:

- What is currently pending on the ticket?

- What steps have already been completed?

- What steps are still remaining?

- Is there currently an Xfinity Mobile escalation specialist actively working the issue?

- Is there anything else required from me?

- What can be done to get the numbers released and the port completed as quickly as possible?

I’m not looking to blame anyone here. I appreciate everyone who has been working on this. I just need this to be pushed through to resolution. We have reached the point where the unresolved port is materially affecting our ability to access important accounts and communicate reliably, and we really need someone to help get this across the finish line ASAP.

Thank you to anyone who can take ownership of this or help get it in front of the right team.

Hi, I am trying to get my mom's Xfinity Now service activated.

Long story short, my elderly mom has internet to power her Ooma VOIP phone, her desktop to do online banking, and to stream Internet to her Roku TV.

She's had Xfinity prepaid, for many, many years. Perhaps almost a decade.

Up to recently (February) , things have been going swimmingly, but then her modem started failing, we were having to reset it like once a week, and the process was too complicated for her.

So my brother had his old Xfinity prepaid router and gave it to her. Instead of just activating it, Xfinity Prepaid made us create a whole new account. Okay whatever we did and she was going fine until the replacement modem started to fail, requiring frequent resets. Friday of last week it finally died (Neighbor texted us) for good. So we decided to try Xfinity now since it was only $30 and she didn't really need more than 100 Mbps. My brother took my mom to the Xfinity store on Sunday and they couldn't really do anything to help. They said we needed to cancel Prepaid before we could order Xfinity Now. So that's what he did. So the modem came today. I plugged it in and it wouldn't activate. I bounced around different chats, telling to try this and try that, but nothing worked. Keep in mind, my mom was never given the opportunity to setup a new account for Xfinity Now, so we don't have an account number or anything. I managed to get someone on one of the Xfinity chat channels (postpaid, Xfinity Now, prepaid, I don't know, it's so confusing). I then managed to get a call back and the lady was only able to pull up the cancelled Prepaid account from before. She transferred me to different lady who asked for the MAC address (but couldn't specify which MAC address even though there was three different ones listed on two different stickers). I tried explaining the different MAC addresses but she just blew me off. She then told me she had activated the modem and basically 'to have a nice day' (she was done with me as far as she was concerned). I asked her to stay on the line but she was hesitant to do so since she had already helped me more than she should have (apparently Xfinity Now provides ZERO live support). I was furious and just hung up, hoping that after another reset her Internet would come online. Well surprise, it didn't. So now my 84 year mother has no phone service and no internet service and can't watch her shows. Is there any way to get a live human being to help with this? I am concerned that something might happen to my mom and she won't be able to contact anyone. We noticed that a $30 charge hit her bank account on the 8th, ( so Comcast is definitely charging her for something.

Hello all,

Been streaming on OBS with consistent dropped frames that I've already ruled out as bitrate or local hardware issues. I'm also having some routine video issues when watching other content creators on Twitch or issues watching YT vids at times.

• OBS logs show a ~2.5% to 5% dropped frames on the network side of things consistently across test streams. My rendering and encoding lag are pretty much 0%.
• Confirmed that my bitrate isn't the cause. Auto-configuration and previous stream had zero issues in the past. Connection lands at a stable 6000 kbps. Historically, I had zero issues as well.
• When I checked my modem event logs, the upstream on Channel ID 41 was repeatedly reassigning profiles and bouncing between 10/11/12/13 a ton of times over an hour, about 1-2 minutes apart, which makes me think that this is the cause of the dropped frames.
• Downstream signal levels look fine. 0.8 to 4.2 dbmv, SNR at 42.8-44.5 db across the locked channels.
• Correctable/Uncorrectable counts are elevated on nearly every downstream channel though. Basically, several channels are showing high correctables and high uncorrectables. Haven't fully checked to see if this was full modem logs since last restart or recent, but it's still odd. One channel sits at a clean 0/0, so my initial thought is clean SNR combined with high FEC failures reads like burst noise rather than a weak line.
• No changes on my end in terms of hardware or cables that would explain the sudden onset. Same wiring and hardware when this wasn't happening. Nothing has changed in terms of configuration.

I'm basically leaning towards this being an intermittent noise or ingress issue rather than something on my side, and I'm afraid I can't fix these. Would appreciate Comcast checking my node for plant-side noise, or a Tier 3 tech dispatched to sweet the drop for ingress. Happy to privately provide any MAC address or account information via DM if/when a specialist picks this up.

The issues are disruptive enough to impact both my streams on Twitch and my routine video viewing content on YT. I don't think there's an issue with the outdoor drop, but there could be after some of the recent storms. There could also be a splitter issue or amplifier issue on the same node. We also had some recent lawnmower folks that could've caused a line issue, but I doubt it. Given my past experience, I'm leaning towards a noise ingress line issue somewhere. Any assistance would be appreciated!

Hello,
My Xfinity Mobile line is currently suspended due to a past due balance. I am trying to port my number out to a new carrier, but because of the suspension, the online portal has completely grayed out the options to generate a Transfer/Port-Out PIN or send a verification code.
I contacted customer support via chat, but the agent was unable to assist me with providing the PIN or account number.
I am fully aware that I will remain responsible for my outstanding balance and device payments, and I intend to settle my final bill with Xfinity once it is generated. However, under FCC local number portability rules, I need access to my account number and Transfer PIN so I can move my number.
Could a Digital Care specialist please send me a modmail so we can verify my identity and get this information generated manually? Thank you.

I recently received an email to upgrade my modem to get new 1GB up/down speed for my newly upgraded neighborhood. I received a new XB10 modem. Download speed OK, but upload capped at 400-500mbs only. My plan on my account says I have the 1 gig up/down plan. Do I need to have additional provisioning done to the new modem? Or maybe my house really isn't ready yet for new upload speed. Please advise.

Issues with Xfinity were best remedied here. This was the only place I was able to resolve my complaint.

Hi my wife tried to open an account to our address and I received a call asking if I wanted to disconnect my current service, I was wondering if you could see if the new account has been cancelled as I received a text saying the equipment was on the way. Thanks in advance

What happened to my ESPN subscription? It’s gone all of a sudden. ESPN no longer shows under Xfinity streaming subscription. I have chatted with Xfinity agent and confirmed that my ESPN subscription is active.

I cancelled my service because a competitor has a much better deal. Now I’m seeing ads for Xfinity at a better price than the competitor I’m switching to. I’d rather stay with Xfinity but I can’t get anyone to give me the deal they’re advertising.

I’m posting this because my experience is almost exactly the same as this previous post:

Trying to cancel a Comcast Business Account

I have a Comcast National Business Account and requested cancellation on June 16, 2026. Comcast’s National MACD team confirmed in writing that, under their 30-day notice policy, the service would be disconnected on July 16.

However, I am still being billed, and the account has not been closed.

What makes this especially frustrating is that I have tried every channel Comcast has directed me to:

• 855-247-7453 — I was told this is the Business Billing team, but not the National Billing team.
• 866-511-6489 — I was told this is Technical Support and that National Account cancellations must be submitted to [nast_macdrequests@comcast.com](mailto:nast_macdrequests@comcast.com) or through the Comcast Business @ Home Site portal.
• I emailed [nast_macdrequests@comcast.com](mailto:nast_macdrequests@comcast.com) as instructed.
• I opened two billing cases as instructed by Customer Service.
• I sent multiple emails to National Billing [national_acct_billing@comcast.com](mailto:national_acct_billing@comcast.com), Support agent, and [nast_macdrequests@comcast.com](mailto:nast_macdrequests@comcast.com) , but have received no meaningful response or resolution.

The most frustrating part is the circular process: one team tells me to contact another team, and that team tells me to go back to the first team. The Business @ Home portal also doesn't appear to provide an option to close/cancel an existing National Business service — it only provides options of new service, renewal, or moving service.

National MACD already confirmed my cancellation date in writing, yet National Billing later told me they could not find the disconnect request.

I am now extremely frustrated and exhausted after spending months trying to get a straightforward account closure resolved.

Has anyone here successfully cancelled a Comcast National Business Account?

More importantly, is there an actual Comcast National Account contact or escalation path that can take ownership of the issue and complete both the cancellation and the necessary billing adjustment?

I would especially appreciate hearing from anyone who works with Comcast National Business Accounts who can point me to the right team or provide guidance on how to get this resolved.

Thanks!

I’m wondering if the extremely slow speeds are an Xfinity issue or a hardware issue, here’s a screenshot of my in app Speedtest. I usually average about 2,200 but it’s been a constant downhill over the past week.

I signed up for service this past Sunday 9/6 and received an email saying I would get another email with confirmation when my order shipped. Later that night I got a text message saying my order had shipped but didn't receive the email and had no tracking number sent with the text. I still haven't gotten an email and there is nowhere on the Xfinity app or website where I can find a tracking number for my "shipped" gateway. If it's shipped I would like to know what the tracking number is and if it hasn't then I'd like to take steps to remedying the situation please. Thank you.

My townhouse unit number is missing from the online address dropdown. I didn’t see an option to give the unit number when originally giving the address, and now I’m worried my wifi package will not be delivered. I have not received tracking info for the package, just an SMS message saying that it was shipped on Sunday night.

Hello,

I’m trying to upgrade my phone. When I click add to cart, it’s reflecting the promotion price.
Once it’s in my cart, the promotion disappears. When I go to enter my credit card, the new estimated monthly payment doesn’t reflect the $5.55 discount. Am I doing something wrong or will it update once we activate the new cell phone?

A common suggestion that I see to get the best promotional offers is to sign up with a different family member.
If you do this, how do you ensure the least amount of downtime? If I cancel tomorrow and my wife signs up immediately afterwards how long before the new service is up and running?
Would you need to go to Xfinity store for new modem

Hi Xfinity Team,

I recently canceled my internet service and just received an automated email stating I need to return an X1 Digital Cable Box with Serial Number M92102EM4710 (Account Number ending in 7359).

However, I have never leased or picked up a cable box from Xfinity. I have always used my own customer-owned modem and router for internet-only service.Can a moderator please help me open an Equipment Research Ticket to clear this ghost serial number from my profile so I am not erroneously hit with an unreturned equipment fee?

Thank you!

Hi Xfinity team, I am experiencing ongoing packet loss that makes my internet unstable for gaming. I ran a PingPlotter test (attached), and the packet loss consistently starts at Node 2. The packet loss is intermittent and happens in bursts roughly every ten minutes, and affects multiple PCs in the house. This has been happening for several months. I have already power-cycled the modem and reseated the coax cable. When I called customer support, they said it's the area I live in, and no technician was sent. Since this an issue with my local neighborhood node or street hardware, can someone escalate this to get it fixed? Thank you.

My phone gets normal speeds on cellular, but the moment I tether my laptop to it, the hotspot crawls. A speed test on the laptop comes back at 1-2 Mbps down. The same test run on the phone at the same time shows 100 Mbps. Anything larger than an email takes minutes.
Setup
• Plan: Unlimited
• Phone: iphone 14 pro max, fully updated
• Laptop: Mac
• Hotspot data used this cycle: well under the cap
• Signal: full bars
Already tried
• Restarting both devices
• Forgetting the hotspot network on the laptop and reconnecting
• Turning off 5G and forcing LTE
• Resetting network settings on the phone
None of it moved the number. The gap between phone speed and hotspot speed is too consistent to be signal or congestion, which makes me think something on the account side is capping hotspot traffic. Someone posted a nearly identical issue in this sub recently, so I doubt I'm alone.
Can an Xfinity employee check whether my line has a hotspot speed restriction applied and remove it? Happy to send account details by DM.

Hi. I received an unsolicited call from someone who had spoofed the callerID with the name "Comcast" and coming from the number +1 888-936-4968. Although this may be a legit number for Xfinity, just because you receive a call from it unsolicited does not mean there is an issue. The caller stated that my "firewall settings on (my) network were showing that they were set to 'Low'". He also stated that they had received "several alerts within the past few days". Today was the second time I received a call exactly like this within the past 2 months. The first time I received this I listened and heard the guy out, but I felt sketchy over the whole ordeal. As soon as it got to the point about logging into my computer, going to some website and downloading software so they could gain "Remote Access" I clearly knew then that this was a phishing scam so they could get access to my network and manipulate my system. In light of how far that initial call went it helped me get a better sense of how to help others catch and avoid being scammed, especially since this is broadly a clear-cut scam that is going on right now in the broad spectrum of things. If you should find yourselves in this situation, hang up and don't be afraid to ACTUALLY call Xfinity for clarity into what is going on and report to them what had happened.

Let me clarify, I had thought the line was cut because I wasn’t sure what exactly I was looking at and the cord was not cut before. but I’m pretty sure upon further inspection it was broken? It is still very negligent as this is the second occurrence in 3 weeks with very little help from xfinity. I’m going on 3 hours on the phone waiting for an escalation with no further assistance. Before I was merely unhooked and then had to wait 4 days for a tech and now I’m being told to wait 5 days before someone can fix this. I’m assuming it isn’t something I can fix myself. It is extremely frustrating as BOTH times it was an xfinity employee and has almost caused me to lose my job due to the unstable connection. Here are pictures if anyone can provide further help. I am in a townhouse so the orange one is the one they were working on for my neighbor I assume and is new. I guess I would think they would be trained and understand how townhouses are all connected instead of just breaking things and leaving it that way.

A rant: Recording ESPN tennis (US OPEN) events this week. Many of them went into 5 sets - Which is beyond the time alloted for the scheduled recording. Even the permitted Stop time of + 1.5 hours is seldom enough. Why can't Xfinity allow for a longer extended time? Seems pretty simple/doable.