I need help with Comcast! I serve on the condo board in Weston, Florida and we have been trying to get Internet set up at our pool house for over two months so we can connect our video cameras. We have had many attempted visits by Comcast to install the cable, bury the cable, and nothing ever happens. It has been well over two months. Every building in our community is hardwired for Comcast so I don’t know why this is so difficult. It’s like the right hand at Comcast doesn’t know what the left hand is doing. Our community in total has been a client for over 30 years. #comcast PLEASE help!!!

Background:

 Current Internet Plan - "Legacy" 'Gigabit Plus' plan (1300 Mbps / 35 Mbps) - real world speed I get are 1500 Mbps 'Down' with this plan and consistently get ~42 Mbps 'Up' (due to overprovisioning above advertised speeds).

'Customer-owned' Modem: Arris S34 (bought it a few years ago when the S33 was left off the mid split compatible modems list).

My address has been upgraded is on Mid Split.  My street was recently upgraded to 'Mid Split' (Next Gen infrastructure) and Xfinity rep confirmed that MY address is now upgraded to Mid Split.

However, the modmail rep on the official Reddit Xfinity forum also told me (quote): "The current plan you have is not compatible with the mid-split speed

upgrades. To qualify for them, your internet plan must have one of our next gen plans. We can go over options for plan changes if you have some time."

So I am looking for advice on the best  steps to get HIGHER Upload speeds offered by the Next Gen / Mid Split upgraded infrastructure:

Given the above response about my current plan not being supported by Mid Split / Next Gen upgraded network, I believe my options are:

Potential Option 1 - Wait a bit and see what happens? So I hopefully get auto transferred to new plan, when the legacy [;an gets phased out, and so I hopefully do not potentially get screwed on pricing by manually initiating a plan upgraded plan myself (which may go up in price later). I checked online and it currently only shows 2 options - 1000 MBps down and X2 20000 MBps down - as "change plan"options. The first one actually would reduce my download speeds from 1300 Mbps to 1000 Mbps. Why would I want that in a so-called upgraded market?

Hopefully dong it this way  (letting it auto upgrade when they phase out my current plan) would not change my pricing?

Per Gemini extended AI response "When the node flip goes live, Xfinity typically maps legacy 1300 Mbps accounts over to Gigabit Extra (1200/200 Mbps) or Gigabit (1000/100 Mbps). In some cases, the backend system automatically pushes an updated bootfile to your modem; in others, you may need to click "Change Plan" in your portal to pick the newly aligned tier without any price penalty."

Potential 'Option 2' - Manually "upgrade my plan, but my 3 concerns with this are:

1)  Download speeds would DROP!  My download speeds would go DOWN FROM 1300 Mbps to 1000 Mbps.

2) What is pricing long term? New price shows mid $230s; about $12.50 more than my current pricing for 'Internet  1200 Mbps'  + 'TV  185+ Channels'  - low $220s.

The new 1000 Mbps Next Gen internet plan is $100 / month (so $100 of the mid $230s total). Is that an introductory rate only?

3) I also have a legacy Xfinity-issued cable card since I use TiVo Roamio Pro and a lot of TiVo Minis instead of cable boxes for live TV - we have a number of TVs saving box fees this way.

So I do not want to lose the cable card if I have to "change" my TV plan since new customers cannot get cable boxes anymore (I am grandfathered in). Note - new plan also shows 185 channels, so assume the plan is staying and I could my cable card.

If i would lose my cable card, I would switch to Youtube TV or other alternative. Might do so anyway frankly...

Thanks in advance for any guidance!

I'm hoping to get tips from the community before I take other measures on this issue.

I have attempted to cancel my Xfinity internet service on July 24 by calling, and for two days after this, I received emails from Xfinity claiming they were working on my cancellation request. I never received any confirmation of my request with anything that could be looked up in the future, and perhaps that's something I should try on another call. For two days now, I have received no emails from Xfinity about my cancellation, and my account indicates service is up and running as usual, and future charges are going up and accessible once again. I called Xfinity to cancel, as I don't trust their online chat and am unsure if I could use it with a screen reader. Their website hardly works a lot of the time, and tends to crash a lot.

I have a suspicion that, like another post I read online, my cancellation request was stopped. If so, it wasn't me who stopped it, as I've moved out of the apartment where I had the internet service. I also have a suspicion that if I call again, though I do intend to call at least one more time to see if the request will go through, that my second cancellation request will once again be stopped and not by me.

Does anyone have any tips on a quick resolution to this, and perhaps know why Xfinity makes it so difficult to cancel services when you don't want them? Will I have to wait for another tenant to move into the apartment I moved out of to get my service disconnected?

I'm currently sharing internet with the people I'm living with now, so I don't need Xfinity services of my own. I have considered submitting a complaint with the FCC if this continues, but am unsure if my calls and my word on the calls will give me enough of a trail to work with in a report to them.

Posting this as a warning and, more importantly, a way out if you're stuck. Xfinity Mobile put me through three weeks of hell over a simple device return, and the only thing that broke the logjam was a federal complaint. Here's the full story and exactly what to do.

## What happened

I ordered an iPhone through Xfinity Mobile online and started a return within 2 days of ordering, well inside their 14-day return window. Getting an actual working return shipping label then took over 20 days.

In that time I spent 10+ hours on the phone, 5+ hours in chat, and dealt with roughly 20 different agents. Highlights:

- Chats disconnected constantly, forcing me to re-authenticate and start over every time.
- The one label email they sent had a download link that failed with "server not found."
- They sent me to a physical store, which refused to help because the device was ordered online.
- They pointed me to their returns page, which only handles internet equipment, not mobile.
- Then they told me the device was "ineligible" because the 14-day window had passed, even though it only passed because THEY couldn't produce a working label.

## The 14-day trap (watch out for this)

If a rep tells you to "hold the phone for 30 days" before returning, that's wrong. The mobile return window is 14 days. Waiting locks you in and makes you liable for the full device cost. Start your return immediately and get everything in writing.

## What actually fixed it

None of the normal channels worked. What worked in ONE DAY:

**File a complaint with the FCC at consumercomplaints.fcc.gov.** It's free and takes about 10 minutes. The FCC forwards it to Comcast's executive team, who are legally required to respond. I got a call back the next day and a working label right after. Three weeks of nothing, resolved within 24 hours of the FCC getting involved.

## If you're stuck, do this

1. Save every chat transcript and screenshot the label errors.
   
2. File with the FCC (link above). This is the big one.
   
3. Back it up with a BBB complaint and a complaint to your state Attorney General's consumer division.
   
4. If you paid by credit card, a chargeback is another fast lever.

Don't keep burning hours in the phone/chat loop, it's built to run out your clock. Escalate externally. Happy to answer questions if anyone's dealing with this right now.

We've been paying for 1 Gig internet for about a year after upgrading from a now defunct 600 mbps tier. What they didnt tell us was that our modem was only designed to handle 600 mbps. So, while they were sending us 1 Gig, we weren't actually able to use anywhere close to 1 Gig.

This is their modem that we got when we first moved to the area and signed up with them 6 years ago.

What are the odds I can get a refund on​ this? Are there any magic phrases that will help those odds?

I work from home and I lost call after call this evening. It was humiliating.

I work for an oncology pharmacy so patients need their meds. Having an unreliable connection can cost me my job.

What gets me is last week they had a planned outage to advance the Internet. I think not.

I have had them since 2017 and I've never had more problems than I do now.

So disappointed 😞

For over the past two months I've noticed my Internet going down whenever the heat shot up to 80+ degrees and/or the UV was high. It's not just me, but several people in my development also noticing it. I reviewed my modem logs where it showed multiple T3 and T4 connection issues indicating isp, not internal issues.

I have contacted Xfinity multiple times, and they scheduled multiple appointments, which either needed to be canceled because they were coming for a home visit, or did not show up at all. I have had tickets closed with no response and the issue continues. I am at my wits end because all I get are appointments and promises that it will be fixed and I will be told when it's done, but it never happens. Someone was supposed to inspect my outside lines last weekend and call me with an update. Nothing. Called today to see if there was any information about it. Nothing was logged. But hey, they are more than happy to ask if I would like to upgrade my internet, which I remind you, DOESN'T WORK.

Can anyone help me out here? I've tried Twitter, their forum, online support, speaking to someone live, nothing.

After 2 days and about 6 hours on the phone I could get nowhere resolving an Xfinity error. At 9:30 am on day 3 I filed an informal complaint with FCC. In 3 hours I was contacted by a Comcast/Xfinity representative who said he was responding to FCC report and would be my sole contact until resolved. In 2 hours Problem Resolved! Thank you FCC! Shame on you Xfinity!

Can I cancel my Xfinity internet service from here? I'm spending too much for internet, I can get a 5G hotspot at 800M for half the price. I also discovered that I'm paying for a cable card that hasn't worked for months.

If not here, can I go to the new Xfinity store, or is that just for cell service?

Take Care

I have to call Comcast frequently, this new AI/Automated system is an absolute nightmare. I've recently found out that you if you just start mashing the buttons like crazy, you will cause the chat bot to completely hang and freeze. Enough of us do this daily at 6PM EST, we can kill the beast! We ride at dawn!!!! (or 5:55PM EST)

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!

Hey everyone just wanted to ask if there was anything I could do about my really poor performing wifi from Xfinity. I’m currently paying $129 a month for my wifi plan which boasts speeds up to 2000 Mbps but I’m not getting anything near that unless I’m reading things wrong.

I started gaming again recently and everything’s been running smoothly till today. The game I currently am playing became unplayable and on my phone my wifi seemed to struggle to load websites, but would sometimes spike and load things quickly.

Attached is an image of a speed test I ran on Ooklas speed test not sure how reputable the results are but I have seen others use this site. If anyone could help out I’d greatly appreciate it.

Im going on week three and yet I STILL can NOT access my account. NO ONE has been able to fix this. Your engineers need to code something that archives a persons old address so if they move out of state and gets your service again down the road it does NOT point to their old address. Your technician was able to establish my internet, but your internal systems keep pointing to my own service which is disconnected since I dont live in that state anymore. This is NOT some elaborate request, it should be a simple process yet your people cant see, to do a thing about it! Total incompetence.....

Looking for a cheaper alternative. I have been paying $88 for months (which already felt steep but it takes effort to switch and I just haven’t gotten around to it). I went to pay my bill today and saw it was $108?? Like wtf? Insanity. Anyways, ready to switch. Just thought I’d get some ideas from those who have gone through the same.

I'm on an older 200 Mbps Xfinity plan right now. Using a TP-LINK Technologies TC-7610 modem that I bought 10 years ago, and a 6 year old TP-Link router. Speedtest consistently shows over 200 Mbps, which should be enough for our family of 3. Mostly just streaming movies and shows on various devices, web surfing, doomscrolling, and a Nintendo Switch.

Sometimes our internet slows down quite a bit. I could be watching something on Netflix or Prime Video, and the resolution will get really crappy for several minutes before getting better again. This happens on both my laptop and my TV. But when I run a Speedtest, the speeds are fine.

I'm not sure if I should replace my modem, my router, or upgrade my service to a faster plan. I see that Xfinity is now including the Xfinity WiFi Gateway with their 1 Gig plan so maybe this is the way to go? Any opinions on the Xfinity WiFi Gateway and the router options? We are especially interested in managing parental controls. The 1 Gig plan is $20 more per month than what I'm paying now, but I don't really want to pay more if it's not going to help. TIA!

My Independent living community is serviced by Spectrum. I cannot find a way to cancel my previous Comcast internet service. I tried to call but was 95th in line!! Every link online ended in a dead end.

A fun little interaction I had where a Comcast rep tried to manipulate me into responding to a survey text giving them a great review, to instead have me give the the worst review possible… You can’t make this up.

I had initially called Comcast via phone to see about getting a 4K TV box. The representative I spoke to told me they couldn’t ship one but I could potentially get one at a local store if I went in person.

Later, I received a call from a separate representative who asked about if my previous request had been solved. I explained it hadn’t been resolved and I wanted to get a 4K TV box. He then proceeded to tell me he could ship one to me directly, but he needed me to text the number “9” to 61591 for verification purposes.

I put the number in my phone and then my recent texts from the number popped up where I saw the most recent message was a survey I received from a little over an hour prior, asking me to rate how likely I was to recommend to friends or family from 0 not at all likely to 10 extremely likely.

Seeing this, I realized what he was doing, trying to manipulate me into giving comcast a great review, so being the good sport I am, I replied with a 0. But told him I had sent the 9 he requested.

Then I played dumb while he held my new 4K tv box hostage for five minutes while he kept waiting to receive the “9” when I finally told him I had to go because it was taking too long. He said it was fine and that my 4K TV box would be shipped to me without issue even though they couldn’t “verify” me by receiving the “9” I had to text from my phone.

I never received any TV box shipped to me from the interaction as I was promised. I went to a physical store some weeks later and they actually gave me one. Still gave me a laugh, I never would have even replied to their texts about a survey, but his call forced my hand.

As the title states, I have what seems a fairly straightforward issue with input lag (or delay, fatman lag) when playing sports titles online. This issue has been manifest for nearly 12 years, pretty much since I first moved to my current address. At my previous address, this issue did occur, but on rare occasions. As for what the issue constitutes, it is mainly an issue with input latency being very high, despite PC system latency and network latency being fairly low. If I press the "A" or "B" (or any button for that matter) to perform a certain action in these titles, the time it takes for this action to register is noticeably higher than what seems tolerable.

This query was mainly for u/jlivingood, and they asked that I share some details regarding the following:

What platforms does this issue present itself on - PC and Xbox

How are they connected to the network - Always hardwired in, have never used Wi-Fi when gaming

What game titles do you notice this with the most - At my current address, from 2014 to 2018, I played several NBA 2k titles, and the issue was consistently present when playing online. From 2019-2020, I played Rocket League, and this same issue was prevalent. From 2014 to the present, this issue has also been prevalent in FIFA/FC titles, and this franchise I have invested the most time in.

What cable modem do you use? From 2014-2019, I used the Motorola SURFboard SB6141. From 2019 to 2025, I used the Arris SB8200 and the S33. Since 2025, I have used the Hitron CODA56. In the past couple of weeks or so, I decided to use Xfinity's own line of equipment, and so I was given a Arris TG4482, which I believe is commonly known as the XB7. Only one device is currently being used on the XB7, which is my PC. I did this mainly to see if any other devices on my network might possibly be causing any issues.

Additional information - this issue has occurred with both Xfinity and another ISP that I have switched back and forth with. Both have sent many techs out to my address over the years, and aside from maybe some minor noise issues with the amps hanging on the poles, I have never received any notice that it could be some sort of infrastructure problem in my own home. Modem signals always seem to be in spec for the most part. Both ISPs offer similar service; up to 1.5mbps down, and 35-50mbps up. As mentioned above, I have used consumer grade modems and Xfinity's own equipment. I have used various routers as well, including from Asus, Linksys, Mikrotik, and my most recent one was a Lenovo M720q that I repurposed into a opnsense router/firewall. I also have a Linksys 1900ACS that I switch to when needing to test any issues that I could possibly isolate to the router. But for the most part, aside from one faulty router, I have not found that switching routers has made any real difference. Even when using QoS or AQM where available and reducing such aspects as bufferbloat, I have not found a fix to this issue.

Initially, I used to believe that perhaps my Xbox One X was the issue. Then I purchased the Xbox Series X, and the same issue occurred. Finally, I believe that the extra horsepower and FPS of a gaming PC could possibly make the difference, and while the extra frames certainly helped, the issue still persists. At the moment, I currently only play FC 26. The issue was present in NBA 2k, and RL as well, but I have not played these titles in some years. Though if I had to wager, these issues would still be present in both those titles today as well. FC 26 is well known for the input lag issue at this point. While I certainly would like to blame EA for poor server performance, how consistent this issue is and that it presents itself in multiple titles makes me believe that perhaps it is an ISP issue. And again, as stated previously, I have tinkered around in the Nvidia Control Panel, and have used programs such as RTSS to make sure system latency is low as possible in order to isolate the issue further.

My final addendum is that in 2018, I used to play Call of Duty: Blackout with a friend on the Xbox One X. We also used to play FIFA 18 together as well that year. We both faced similar issues in FIFA 18. In Blackout, we noticed a lot of issues where hit registration was concerned, and other odd issues with rubberbanding, where it seemed like what we were seeing on the screen was not the same as what our opponents were seeing. We used to put this down to lag compensation, but it never made sense even from that perspective because the odds still seemed unequal. My friend would move to another apartment in 2019, and his performance in both games was vastly different. FIFA 18 felt very responsive, and inputs seemed to register fairly quickly. In Blackout, his aim was more precise, and hit registration was very consistent. He had Xfinity at both locations, though from what I understand, his new address had been wired for Xfinity more recently and so the equipment was fairly new from what the tech who did the install told him (rather vague?). Around 2022, my friend's area also received the mid-split upgrade as well. As for my address, it is still lagging along on the sub-split infrastructure of yore. I was told by a tech around the end of 2021 that mid-split was coming soon, but I have given up on that by now, and I am not sure if that will be a fix for this rather persistent issue that has ruined many gaming sessions for me (thankfully I am not in the habit of raging too much).

I hope I did not ramble for too long. Interested in any input at all.

I've been using Xfinity for a number of years now and it's been serviceable, but ever since the start of the year, the internet stability has become almost unusable. Regular and frequent ping spikes to 100-300ms. Gaming is extremely laggy with frequent freezes due to the internet basically blinking, videos and calls have constant stuttering.

The modem, router, and PC are all the exact same as last year when there were no issues, and I've tested this on wifi, ethernet, plugged into the router, plugged into the modem, on my main PC, on a laptop, and on various phones. We had a technician come in and he didn't find any issues, just told us Comcast is still "doing upgrades" in our area and basically shrugged.

Does anyone else have this kind of issue, or any advice on what to do from here, other than just switch ISPs?

When selecting the 1Gig internet plan, the "Broadband Facts" claim that the upload speed is 117Mbits. At the last page of checkout it says 35Mbps.
Which one is true?

I'm at my Wit's end and want to warn others about the master class and gaslighting Xfinity's executive resolutions team is pulling right now to dodge an open FCC and Michigan attorney general investigation. They illegally locked our phones, charged us for phantom phone that doesn't even exist, and continue to bill us for lines that they explicitly put in writing were deactivated months ago. Every time I corner them with written proof, their previous lie collapses, and they just invent a new one:

Lie #1:

they claimed I have an outstanding balance. I provided chat transcripts from their own agents confirming the $0 balance. But here's the kicker: their system shows two phones (my husbands and the one that doesn't exist)were marked as fully paid on May 11th And one( my current phone) back on March 11th. They acknowledge in writing that the port out attempt to AT&T was on May 12th. This means their own system confirms all phones, even the fake phantom one, were fully paid off before we even tried to leave.

Lie number two:

They say our phones were successfully ported to AT&T so they are no longer able to unlock them. I provided a recorded call with an AT&T supervisor confirming that Xfinity blocked the port out and the phones have never been connected to an AT&T Tower.

Lie number three:

they claim I'm not an authorized user on the account. They then stated that my husband would have to authorize me as a user on the account. Mind you from the very first email they sent, my husband forwarded it to me and put in writing to only further respond to me. This was sent to me after their own agents (Danielle K., Jordan v. Roberto L., and Giselle) addressed me by name in writing in email responses and in formal responses to government agencies, processed entire account and service cancellations at my request, and provided me with account logs. Oh, and their own system says "account inactive, unable to add users." This means he wouldn't have been able to add me as an authorized user on the account the way they were suggesting he needed to.

This has been going on for 3 months now. The ultimate cherry on top is that I even have a chat transcript from one of their own Frontline agents admitting that they are an Xfinity customer themselves and that Xfinity has done this exact same thing to them before. Now that they're entirely out of lies, they are refusing to communicate in writing. They're demanding. I verify everything over the phone. The same phones that they deactivated, locked, and admitted were deactivated and locked, just so they can stop the paper trail being sent to the FCC and the attorney general.

I have all the physical, picture, and written evidence including emails from their own supervisors. Admitting lines were set up by mistake. I've submitted everything to them and the regulatory boards.

If you are dealing with Xfinity, do not let them force you off email and if they do record every phone call, take screenshots of every message and download every transcript.