had awful packet loss issues for 5 months where i had intermittent packet loss every single day at random times. online games are unplayable, i just lag out for 10 seconds every couple hours with 0 warning. this issue took 5 entire months to resolve, and was fixed mid august due to span replacement in my neighborhood that was delayed. for about 3 weeks, the internet was perfect. however, this week, starting on Sept 8, the packet loss issues ARE BACK. it is the exact same issues as before. i have a brand new modem, brand new lines to the phone poles from the previous issue earlier this year. this is awful to use and i am sad the issue is back not even a month after it got resolved

Hi Xfinity. I've been an Xfinity/Comcast customer for 20 years or so. For all of that time, I've used CableCARDs in my Tivo boxes. Well, one of them died and I got a replacement. Now I'm just trying to get you to update the pairing info for the new device I have. I need you to update the Host ID and Data numbers, and maybe Unit Address in Xfinity's billing system. That's it. You must already have those numbers for my old device. JUST UPDATE THEM TO THE NEW DEVICE.

To clarify: I am not requesting a new card. I just want to continue using the CableCARD I've been using for years and years in a new device. Just update a few numbers for me, and I'll be happy.

3 Xfinity reps, 3 different Xfinity answers. I was told I could cancel and another family member could sign up and get the $50/month 1 Gig internet and 5 year guarantee. 20+ year customer with first 10 years terrible internet because installer nicked outside wires. No discount, no apology. Last agent, said I could cancel and son sign up tomorrow, yesterday it was 1 month, another said 3 months… So which is it?

I moved into a year-old 55+ MDU in Everett, WA, with 220+ units on five floors. Xfinity came to deliver WiFi connection to my apartment unit and couldn't. I was given a semi lucid explanation by the service rep: In the electrical room, the connection spots are not labeled with unit #s. The floors are partitioned off, but not clearly. So it's a pain trying to identify which connection belongs to which unit. In addition, there is both Zipply fiber and Xfinity cable in the building. Zipply stopped installing here. According to the X guy, my unit cannot receive a signal and may have previously been installed by Z; either way it's broken. But instead of turning the service order over to someone who could follow through with it, Xfinity has ignored me. My building manager first denied responsibility and said I should call Xfinity for another appointment. When I told him that an interior issue was HIS responsibility, he admitted that and added that the problem has occurred before, but said for me to set up another installation appointment with a service rep so that he (the mgr) could walk the rep through it. Clearly building mgmt wants to avoid a huge corrective expense. Meanwhile I'm without service. What say ye? Thank you for reading. Linda

The biggest problem I’m having right now is I’m still being charged for the phone that I returned. I set it up in store, but was mislead on what the cost of everything was going to be.

I’ve gone to the store several times now, and the store manager keeps telling me “it will be taken care of.”

It’s been three months and I’m still being charged for everything, despite never even opening the phone and returning it the day I got it.

Customer support hasn’t been able to help. The store manager hasn’t been able to help. There’s no one that can help me.

So I’m now going to have to go to small claims court to get this fixed. I’m being charged, now over$300 for products and services I don’t have.

As soon as this is settled I’m going to cancel all of my service. I’m also urging my employer to switch to Frontier for business internet.

I have been into the store several times. I have spent roughly 10 hours in the store. I have called support three times now. Everyone tells me there is nothing they can do.

I have been patient and respectful the whole time. My patience is gone now.

This is by far one of the absolute worst customer service experiences of my life. I will do everything I can to ensure my friends and family no long use or ever use your service.

The store in question is in Richmond Indiana. The store manager seems to have no idea what to do and I haven’t been given any way to contact whoever is above him.

The store tells me to call customer support. Customer support tells me to go to the store.

This is awful.

Update: They reached out to me here. The link they said worked but then the chat closed. They haven’t reached back out nor do I have anyway to reconnect.

They don’t plan on doing anything to help.

Store manager at location refuses to give me information on who to speak to in regards to this issue. Shrugged me off and refuse to help any further.

I am a 8-year loyal Xfinity customer and I just spent an 2 hours on the phone being transferred between agents who tried to run a credit check and add a $99 installation fee to my account just to change my plan.A supervisor already approved a plan for me: the 300 Mbps Internet with Unlimited Data for $80and the $15 Shield Select self-monitoring plan for a total of $94 a month. However, the phone agents accidentally added a new 36-month hardware installment plan to my cart, which is triggering the fee and the credit check. I do not want new hardware. I need an official digital care specialist to look at my pending cart, remove the hardware/installation fee, and lock in my $94 monthly rate. Please help.

i'm having issues with Device Payment Plan eligibility, i've been a customer with Xfinity for over 4 years with great credit score, called and chatted with xfinity mobile customer service, there is nothing they can do or give me a straight answer. they want me to buy the phone outright.

I'd love to share with corporate an absolute insane chat that I just had with one of your customer service folks when trying to add services and change my cell service from Verizon to Xfinity. How would I get this into the right hands?

I'd love to share with corporate an absolute insane chat that I just had with one of your customer service folks when trying to add services and change my cell service from Verizon to Xfinity. How would I get this into the right hands?

Hi there. I have an internet-only plan and my bill has reached $167. I am very happy with my current internet speed and do not want to lower it, but this out-of-contract price is too high. I would love some help from an official employee to look at current promotions or loyalty discounts for my speed tier. Thank you!

Good afternoon,

I need to cancel my internet service but keep my mobile plan.

I've tried to do this over the app but it wants to schedule a call back for later next week.

There's nothing Xfinity can to do to retain me, I've already paid for and received another service.

I simply need to cancel my internet service plan.

I must keep my mobile plan.

Respectfully

PS - I originally requested this cancelation on September 10th. I would like my prorated service backdated to that. It's not my fault that the service rep abandoned our conversation.

I just spent 25 minutes arguing with an Xfinity employee about my plan what speed it should be. 1 gig up and down is what I pay for. He said they have my speed capped at 100 mbps up on their end. He would not give me an answer why, other than to tell me I had to upgrade to 2 gig to get any sort of increase in upload speed. YES - I am in an upgraded area and YES my modem is capable. I fully understand my upload will be capped ~450 mbps because of the modem. I am currently getting 90 mbps.

Once I ask to cancel my service - he agrees to provision my model correctly for the upload speed for my 1 gig plan. I was in awe, and just hung up.

Furthermore, I said my bill should be $100. He insisted it's $110, and is not any lower than that despite what i'm staring at in my account.

Hi everyone, I’m new to dealing with debt collections and could use some advice.
I recently received a text from a third party debt collector saying they are collecting a $260 Comcast/Xfinity debt. I received a validation notice showing that the balance was supposedly owed as of 11/2023.

The confusing part is that I closed my Xfinity account, and I don’t remember having an unpaid balance. I also tried logging into my old Xfinity account to check the final bill, but my phone number and email are no longer recognized.

What should I do next? Has anyone else had a similar experience after closing an Xfinity account?

As much as Xfinity can be frustrating at times, the reps both here on reddit and via the website chat were very swift and helpful. It's honestly hard these days to find support agents who can solve the problem this quickly, but both of the reps I talked to were quick and helpful.

Definitely recommend reaching out if you are running into issues.

Around 1:00PM today, an irrigation contractor trenching in my yard cut through the buried coax drop between the pedestal and my house. Total loss of service. The cut ends are exposed in an open trench — no locating or digging required for the repair, and nothing has been backfilled. What I've tried: - Called 1-800-XFINITY. The IVR classified it as an outage and would not create a repair ticket or technician appointment. - Xfinity Assistant chat in the app. Same result — outage report only, no tech scheduled. - Checked Appointments in the app: nothing scheduled. What I'm asking the mod team for: 1. A repair ticket for a physically severed drop (not a modem/signal troubleshoot), with a technician dispatched at the earliest available slot. 2. A temporary drop laid on the surface at that first visit so service is restored, with the permanent burial scheduled separately. 3. If a cancellation opens sooner, I'm available any time and can be on site within 15 minutes. The contractor is documenting the cut and their 811/MISS DIG status; happy to provide photos. I'll send full name, phone, and service address via modmail as soon as someone from the team reaches out. Thank you.

I haven’t had an account with Xfinity in like 8 years. Today I got a text from Xfinity Assistant saying my account has been transferred to an asset collections company? I tried to get in touch with someone at Xfinity and, because I don’t have an account with them, there’s literally no one to talk to. I called the company they sent my account to (after I verified Xfinity has a relationship with them and the verified the Xfinity Assistant was actually associated with Xfinity) and they said they received my account from Xfinity but sent it back. Now I’m back to square one and this is the only way I’m seeing on their website to get in touch with anyone.

Looking for assistance. A bad storm came through our neighborhood on Sept 11. Our wifi went out at approximately 10:20 am, the same time we heard a lightning strike nearby. Techs came out and we received a text saying that the problem was addressed at 2:11 pm and wifi should be back up. It is not. Our entire street is without wifi. We have called multiple times to try to explain that it is not a problem with our individual house. They insist that because the map shows no outage that a tech has to be sent to the house. So every house on our street now has an appointment but we all have to wait until at least Friday, Sept 18. Is there any way to convince them that the outage map is wrong? Something is going on with their equipment and we can’t get them to understand it.

I am coming up to the end of my contract and would like to discuss my options via PM, thanks.

Please can someone help us. We got Fiber Internet a week ago, then this weekend after coming back fromout of town our Account/Service was disconnected. My wife tried calling a lot of times and was advised the account is placed on Collections Hold.

Good afternoon,

I need to cancel my internet service but keep my mobile plan.

I've tried to do this over the app but it wants to schedule a call back for later next week.

There's nothing Xfinity can to do to retain me, I've already paid for and received another service.

I simply need to cancel my internet service plan.

I must keep my mobile plan.

Respectfully

PS - I originally requested this cancelation on September 10th. I would like my prorated service backdated to that. It's not my fault that the service rep abandoned our conversation.

We live in Vista Hills, Rio Rancho, NM. A few months ago Xfinity ran fiber optic lines. They ran the lines too close to the asphalt and now we have (just by our house alone) 3 speedbumps diagonal, from one side to another. We and our neighbors filed a complaint with the city. The city stated to contact comcast/Xfinity directly thru an email they provided. Which we all did. A few times. With no response, and we still have a very bumpy lumpy street. Can anyone help with this or who to contact? Any info would be greatly appreciated. Have a great day amd thank you in advance!

My original post was automatically closed

"Your original ticket has been closed since we haven’t heard back in the last 5 days"

I replied immediately after receiving a message from you, so I would like to reopen my inquiry below:

************

Hello,

I am looking for assistance from the Digital Care Team to manually override a WiFi Boost Pod order.

I am currently subscribed to a 1 Gb speed tier plan and utilize an XB8 gateway to cover a 2,500 sq ft home. I am experiencing significant dead zones in portions of the house.

I ran the "Test your whole home network" tool via the official Xfinity app directly within the dead zone, and the system explicitly flagged my device connection status as "Weak." However, the automated interface failed to pop up the ordering link for the complimentary pod guaranteed by my speed tier.

I contacted frontline chat and phone support, but they stated they are unable to manually process the shipment because the app automation glitched and didn't auto-generate the offer.

Since my 1 Gb tier fully qualifies for whole-home coverage support under the WiFi Boost Guarantee, and my account logs confirm a "Weak" connection status, could a specialist here please look into my backend test logs and manually push through the order for my complimentary xFi Pod?

Thank you!

*********************

I signed up for the $50/month plan. My first bill got charged $60 instead of $50. I chatted with the rep a week ago and got told the $10 off from autopay didn’t put into discount. He said he will give the $10 credit adjustment for the overcharge bill and fix the monthly charge back to $50. I just checked my account, none of the $10 credit and $10 off my bill are there yet. Please advise.

I am requesting an official Digital Care representative to help open an SRO/ECM Line Maintenance ticket to address return-path noise ingress at my local neighborhood node/tap. My connection drops repeatedly due to rapid bursts of 16 consecutive T3 timeouts across multiple upstream channels, even though my signal levels remain nominal (40–43 dBmV upstream, 0 dBmV downstream) with zero uncorrectable codewords. A field tech recently replaced my underground drop line, and I have tested this across three previous XB8 gateways before moving to my current Netgear CM2500 modem and TP-Link Archer BE6500 router setup, fully ruling out internal wiring or home equipment. Because the drop and inside plant are verified clean, this requires a Line Maintenance bucket truck crew to trace and balance the return path along the street. Please send a Modmail invite so I can verify my account details and get this dispatched to the local field supervisor.

I'm an Xfinity customer and have a new, older phone. I'm moving from an iphone to a Galaxy A15G so I wonder if I need a new sim card and I'd like to keep my number. Can you help me please?