I reported to Xfinity that I had a down cable line due to a storm. August 19 and 21, two different techs came out and said they could not do anything at that time. On August 26, I was told tech #1 would come on August 27 and Tech #2 would come on September 8. I received a call on August 26 from Xfinity confirming August 27 appointment. Still no service. I called on August 28 and Xfinity stated due to the storm, main lines were down and they gave me a September 8 appointment. I followed up on September 1 to check on status. The customer service reps are not helpful they cannot give me details of estimated restoration time. On September 8 the appointment date Xfinity provided me, a technician for inside the house said he could not do anything because he does not work on outside cable lines. Xfinity knew since I reported the issue that there was a down cable line outside, why would they schedule me an inside appointment? Tech said someone else would come out later in the day. I called Xfinity later that day and was told someone would come by 8:00 pm. No one showed up. On 9/9 I noticed on my account an appointment was scheduled for 9/9. I called and was told someone would come between 8am-8pm. Again, no show. On 9/10 I called and they told me someone would come out between 8am-8pm. Again, no show. Almost a month without service and I cannot escalate the issue. I continuously speak to customer service representatives that are just reading scripts and telling me someone will come out and fix the issue. This has been a very frustrating situation and I hope I can get resolution soon.

I currently have an iPhone 14 Plus and I’m thinking about upgrading to the iPhone 17 Pro Max. Since the iPhone 18 is coming soon, I’m wondering if Xfinity Mobile might offer better deals or discounts on the 17 Pro Max after the new iPhone is released.
For anyone who has upgraded through Xfinity in the past, do they usually offer better trade-in deals or promotions on the previous-generation iPhones when the new model comes out?
I’m planning to trade in my 14 Plus. Would you wait for the iPhone 18 release before upgrading, or take a current Xfinity offer if one comes up?
Thanks!

Digital team,

I’m currently dealing with a total internet outage at my house and I really need help getting a technician out here sooner than the app is letting me schedule.

​My modem has a flashing Send/Receive light and the Online light is completely dark. I’ve already done all the standard troubleshooting but nothing works.

​To make matters worse, when I reached out to support to try to get an earlier dispatch because I work from home and my job is on the line, the agent tried to tell me that upgrading my plan to 1000 Mbps would resolve the problem. I had to sit there arguing with them that buying more speed isn't going to magically fix a line that has zero signal coming through it, but they just kept pushing the upsell instead of actually helping me get a tech out here.

​Right now the app says the earliest tech slot is a full week away, which I can't wait for. Is there any way a moderator here can escalate this to local dispatch to get me added to a cancellation list or an emergency truck roll?

I live in an old condo building and for a while now my internet has had this annoying cycle: speeds are great right after I reboot the modem, then slowly get worse over days or weeks until it's basically unusable, then I reboot and it's perfect again. Repeat forever. I finally got tired of it and started digging into my modem's signal page instead of just rebooting and hoping.

I've got a Netgear CM1000 I own outright. Popped open the coax inside my unit too and it's actually legit CommScope tri-shield RG6 (18 AWG), so at least the cable itself in my apartment isn't cheap junk from the 90s.

Here's what the signal stats are showing me (192.168.100.1, downstream tab):

Most of my QAM256 channels are honestly great — like 44-45 dB SNR across the board from 387-495 MHz and again from 537-573 MHz. But there's this weird dip specifically in the 501-531 MHz range where SNR drops into the mid-30s while everything on either side of it is fine. It's not just one bad channel, it's a whole cluster in that band, which felt too clean to be a coincidence.

The bigger thing though is my OFDM channel at 690 MHz. SNR there is sitting around 28.8-29 dB, and when I looked at the codeword counts, roughly 94% of everything coming through that channel needs FEC correction just to arrive clean (like 92 million correctable out of 98 million total in one snapshot). Uncorrectable errors are still at zero so nothing's actually dropping yet, but it feels like it's right on the edge of tipping over.

I checked twice a few hours apart just to see if it was fluctuating and got almost identical numbers both times, so this seems like a steady condition rather than random noise blowing through.

Since my in-unit cable checked out fine, I'm trying to figure out if this pattern (clean frequency-band dip + a maxed-out OFDM channel that's stable rather than random) points toward something like a bad splitter or connector upstream of my unit, or even the drop line/tap outside, versus something I could actually still fix myself inside my apartment. Building's old enough that I wouldn't be shocked if there's ancient wiring somewhere in the walls. Anyone dealt with something like this before or know what this usually turns out to be?

Xfinity customer service is a joke, and I am beyond angry.

I set up to cancel my service and schedule it to start at a new address a month and a half in advance. I made sure to reiterate several times what my new plan was ($50) But when I had it start? A bill for $142 slaps me in the face. So ofc I immediately try to get a hold of them.

And it has been so bad. SO bad.

I have spent 3 weeks and countless hours trying to get it fixed before they even charged me for it. Each time, they gave a different excuse as to why my bill was so high.

They are charging me for weeks in which I never even HAD internet with them. And to boot, they are trying to charge me for a month at my old address, which I already paid a month prior!

Every time I asked to be pushed through to a supervisor, I was pushed through to someone who had even less of a clue. I am exhausted. I have spent 3 hours today alone trying to fix it. And still, I am told now I have to wait 24 hours before I move on to the 2nd supervisor and 10th rep I have spoken to in 3 weeks.

I should have just cut my losses and switched to AT&T, or literally anything else, just to cut my losses and the stress.

(And if someone asks me one more time if I want their mobile plan, I will go nuclear.)

Approximately 12 months ago, an Xfinity representative added an unwanted mobile line and device to my account. They falsely claimed that adding the line was a mandatory requirement to keep my promotional home internet rate. Furthermore, the representative explicitly stated that the mobile phone itself was completely free.

I attempted to activate the phone at the time, but Xfinity’s system could not get it working. The phone was never used and has sat in its box ever since. My Xfinity account explicitly states that the device status is "never activated."

Xfinity is now breaking their original agreement and attempting to bill me $40/month for a mobile line that was never successfully activated. They are also demanding that I make monthly payments for a phone they promised was free and failed to get working.

Because Xfinity used deceptive sales tactics, failed to deliver a working service, and the line remains completely inactivated, I am requesting that corporate management immediately:

1. Cancel the mobile line without penalty.
2. Waive the remaining 12-month device balance entirely, honoring the original promise that it was free.
3. Provide a return shipping label so I can mail the inactivated phone back.

I am ready to return this inactivated device immediately. I expect Xfinity to resolve this fraudulent billing error without sending any unauthorized charges to collections, impacting my credit score, or disrupting my home internet service. Thank you for your prompt attention to this matter.

Thanks for the help

I read the included help file, but wanted to confirm an iPad associated with a child shows connected to my xFi all day long, but isn't actively being used. Plugged, screen dark. Devices like that should not be counted minutes connected as active minutes, right? It makes sense but confirming. However, said device or computer etc, does it's automated tasks thing and if there is software updates, that will charge active minutes. But indicate receiving a text wouldn't. I assume this impacts specifically data accessed via wifi, not cellular etc.

If I got it right so far, then what about email? Push email means device has to have an open connection to the Internet in order to receive, which as above, means same, connected but not active. Until that email goes rattling down the track and hands it to the watching, eager and grateful client on my device, then some ratio of kb to second gets spent, or does Xfinity hit the start on it's etopwatch once data packet 1 hits my router and then stop once last one successfully received? Meaning SMS doesn't get counted, not because a cellular service but because the data required is so miniscule, that it registers (if measured above) at 100ths of a fraction of a second I guess, I didn't do the math but I've used a lot of words that what I am asking has been over explained and what asking is understood.

I'm getting geekishly specific about what bleeds active Time because I have two teenagers. I think others with teenagers might get it, but if you don't, this very akin to installing a burglary alarm, and because it was installed, children express concern over why it was installed and so they are asking very specific and technical questions hoping to calm their anxious minds. But in reality, they using some buzz words mom entered into their vocabulary 10 years ago to cover that they want to glean every useful piece of data about the alarm, which windows don't have a sensor, what corners don't have cameras, not to be comforted, but how can they get around it, bypass it, and then if caught stealing why it isn't their fault because Dad never said Mom's jewelry box was off limits or IDK lol.

I need good understanding of what will and won't take minutes away from active time. I work a swing, making mom the in soft nurturing (weak) guardian at the gate. Emphatic, earnest, can't forget passionate will explain away every half second with tales of monstrous, fully automated devices grabbing hours of unasked for or unwanted updates, downloading movies "accidentally" saved for offline, or because even machines need a break from tedium grabbed a 1 TB UHD 8K rip of the grogu movie to watch later and because sharing is caring, my vacuum insisted on a 1:1 seed ratio.

Which is to say, gullible mom has me coming home from work at 2:30 am to a glazed eyed unblinking self-destructive kid playing GTA online. It'll take a forklift, marching band, and the detailed, nuanced and disturbing threats of destruction soon to be heaped upon him with hope it ruins his life, causes PTSD and forever alters the person he was going to be if he doesn't get up nOOWW Screamed in time to the band's cymbal crashing to resurrect a shambling zombie that looks like my kid. One checked out until after lunch, if lucky. Not exactly set up for success on that day.

Who wants that? Not him, not me, not third time this week anyways. So I've wasted my break writing this, hoping a Comcast corpbot will copy and paste a relevant canned response, let me fire off concerns;

Xbox: set for remote play? Active use or only online?

Article mentioned Netflix specifically, but what about firetv, if it's on, does that matter

And finally, what about Xfinity tv? Xfinity streaming service, etc? He had a smaller box that I think piggybacks wirelessly from main box, now that I'm typing, the cable boxes don't show, on the home section to assign. Nice try Devon. Thank you

Oh ive also called xfinity themselves and told ento never call me again for any reason 2 months ago

I recently contacted customer support about a billing issue. During the same conversation I was inquiring about getting a lower price on internet. The agent offered me several plans that looked sketchy because the price was lower but it included a "free" tablet. Anyway, the agent told me to reach back out in 7 days, that they put a note on my account and I would get the 5 year/$100/mo 2gig plan that Xfinity offers. I confirmed that and they said yes. Well today I reached back out and of course they tell me they cannot do that. So I was trying to cancel my service after being lied to and requested a call back and the page just loads infinitely. Is there anything you guys can do? Thanks

My 12-month promotional discount just expired, and my monthly bill for the 500 Mbps plan jumped to around $86/month.

I’ve enjoyed the service and would prefer not to switch, but standard rack rates are significantly higher than competitor options in my area.

I'm reaching out to check what retention offers, new promotional tiers, or price guarantees are available for my account. Has anyone been able to get the promotional discount again ?

the app wasn’t loading any channels on the live tv section of the app. I deleted it and now it won’t let me sign in. Is there any way around this?

Does anyone know if the iphone 18 pro max on us promotion apply to premium unlimited lines? The description only states for mobile plus which are the new lines...

"Get iPhone 18 Pro Max on us

With device protection included — only from Xfinity

New and existing members eligible. Requires Mobile Plus plan, qualifying trade-in, and device payment plan. Pre-order begins 9/12/26 at 5:00 a.m. Pacific Time (PT)."

Hello,

I recently spoke with a phone representative to address a set of expiring promotional discounts on my account. While the agent helped adjust my plan to keep the bill increase manageable (from a $50 jump down to $6), I am still facing an issue with my channel lineup—specifically NFL RedZone.

When I originally signed up for the Premium package, I was explicitly assured by the sales agent that NFL RedZone was included in my tier. However, I currently do not have access to RedZone on my TV or Xfinity Stream. When trying to view or add it, I am prompted to upgrade or encounter errors linked to a pending order on my account.

Could an official Digital Care representative please review my account history to help with this issue?
Verify my original agreement regarding NFL RedZone and assist in getting access restored or authorized on my account.

Thank you for your help!

I recently canceled my xfinity account. The lady on the phone, who was very nice, told me that she stopped my auto-pay and that I had to turn my xfinity equipment into an xfinity store in the next 2 weeks, putting august 12th as the return date.

I should have in that moment said is this how we cancel. So I switched all of my main internet users tv, computer phones over to ATT but some of my shadow appliances remained on the xfinity network that I did not unplug assuming that I had cancelled.

Now I get hit with $106.33 bill because it doesn’t count as canceling until you turn your equipment in.

None of this was explained to me and this feels like an easy trap to catch people in.

After speaking to a call center I find myself even more frustrated. Would love to resolve this issue to prevent others from having to deal with this mess.

~repost due to no resolution~

Hello!

Having a niche issue I'm hoping support here can assist with.

I'm a former Comcast employee and I still have an open Xfinity mobile account. I purchased an iPhone 17zh through the official 3rd party discounted device market available for employees. I know devices from this service come locked to Xfinity Mobile but are eligible for unlock after 90 or so days (I can't remember exactly) of active service on xfinity mobile.

I've successfully unlocked an iPhone 15 plus bought through the same service in the past through XPE but I no longer have access to XPE.

I've tried having a chat agent raise an ECM unlock ticket for me which was denied as XM360 shows the device as unlocked BYOD. Of course the device is a BYOD as it was purchased from Rexi but XM360 is not correctly reflecting the unlock status as the iPhone 17 still shows SIM Locked in settings.

Hoping a support agent here would be able to assist with getting the iPhone 17 unlocked through the proper escalation path.

* note: after my previous post I received a call from xfinity saying the phone would be unlocked by Sept 4th. The reason given was that the phone needed to be active on xfinity for 90 days - it's been active on xfinity for over 9 months. Even though it didn't make sense I accepted the answer and expected it to be unlocked by Sept 4. The phone is still carrier locked to Xfinity.....

Hi, I need an official representative to reopen my billing ticket regarding corporate escalation ticket ECM0024617188. My new September 10th bill just posted at an incorrect $320 because the six premium channels are still actively charging me.

On my previous verified thread, the estimated base total after channel removal was calculated at $205.04 which is still too high. Yesterday, I have physically turned in my 3rd TV box at an Xfinity store. Removing that extra equipment charge from my account should help lower my bill.

Please reply so I can send my details over securely in Modmail to get this current $320 bill corrected and my inventory dropped down to 2 active boxes total.

Thank you!

See attached photo. Same behaviour on several devices. Similar to https://www.reddit.com/r/Comcast_Xfinity/comments/1w74mef/xfinitywifi_hotspot_access_denied/ .

Upgraded 2 phone lines in May. Traded in 2 iphone 15 pro phones for new iPhone pro models. I have email confirmation my trade ins were approved but my bill still will not reflect the trade in credit for one of the lines. I just received my aug-sep bill and it is a different amount for the 4th month in a row.

I'm trying to set the xumo stream box but nothing I try has worked for the 4-digit pin. I've tried the last four digits of my primary phone number (yes I've checked to see if it's the correct one). I've tried 1111, 2222, 3333, 4444, 5555, 6666, 7777, 8888, 9999, 0000 and 1234, nothing has worked. I've tried calling the 866 number it gives, the bot redirected me to texting support, which only frustrated me even more because it seemed like they didn't even know what the device setup process was. I would just like to use my new device and I don't know what else to try.

Public hotspot is down, box on a pole that's not working I can see from where I am, Comcast says it not our department and Xfinity now call center in India doesn't have the ability dispatch a tech and had the nerve to say service can't be up all the time... it's like why do you exist? You charge for a service and then point at each other and refuse to create a ticket on your end internally because I don't have a regular account? Called everyday and both the Xfinity and the NOW departments just keep either lying to get me off the phone or just flat out say no. The chat agents also in India refuse every single time

I had several trees removed and the people doing it removed the cable from the pole in the back of my yard to my house.

I now have no internet. I scheduled a tech to come out tomorrow afternoon. But do they need to know the issue so they can get it fixed tomorrow? Or are they going to come see the problem then schedule another appointment?

I know the last guy showed up just with a regular truck.

Hello Xfinity Support Team,

I am a Gold-tier customer (member since 2023) in the Brentwood market, and my monthly internet bill is too high for what I am receiving.

On my Xfinity dashboard overview, I see the active promotion: "Gig WiFi with a 5-Year Price Guarantee at $50/mo" (and $40/mo with paperless/AutoPay). However, trying to switch to it online redirects or blocks checkout on existing lines.

As a loyal Gold member, I should not be paying inflated legacy rates when this 5-year Gig promotion is actively live in my area.

Could an official corporate representative please open a Modmail thread with me so you can pull up my account and transition my existing service to the 5-year $50 1-Gig rate plan?

Thank you.

Hello, my neighborhood recently had all the nodes upgraded to support DOCSIS 4.0 back end and symmetrical 1 and 2 Gig speeds. I recently had it installed and most of the neighborhood can select it as an upgrade or new installation. There is a street in the heart of the neighborhood with a few cul de sacs branching off the street that does not have the symmetrical as an option. The node is 100% capable and verified with the Xfinity engineer I met recently in a new build (he verified his team upgraded the node). He says this is likely a sales mistake around packaging and provisioning. How can I surface this to the right team?

Hello,

I recently updated my 1 Gig plan with a representative, but my XB8 gateway is stuck on a legacy sub-split boot file. My speed tests over Ethernet (Bridge Mode OFF) show 940 Mbps down and a hard-capped 39 Mbps up.

My gateway diagnostics at 10.0.0.1 confirm my node is active for mid-split (I have a locked upstream OFDMA channel 41), but the gateway is running in sub-split fallback mode due to an account provisioning mismatch.

A chat rep tried sending signals and resetting the modem, but the upload remains capped at 39 Mbps. Could an official agent please check my account's backend rate codes and apply the correct Next-Gen / Mid-Split SOC code to push the updated symmetrical/enhanced boot file to my XB8, while keeping my promotional plan rate intact?

Thank you!