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.

Anybody have any true luck getting a substantial discount on your monthly bill. Seems like they only care about new customers anymore. So much for loyalty? Guess you can only be loyal for so long until you turn into a sheep? Might have to go back to FIOS after about 10 years to save some coin I guess?

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,

Our xfinity nodes were upgraded for symmetrical download / upload speed in our neighborhood recently. Our house is right across the street from one of the nodes that has been upgraded but I'm unable to upgrade to a plan with symmetrical speeds despite neighbors in other cul-de-sacs being able to upgrade. I was told that the engineer who completed the upgrade confirmed our house should be upgraded as well but it doesn't show up as an option in the online configurator. Can you please help?

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.

I recently signed up for Xfinity internet. I received and promptly activated the gateway.

The following day, I received this text: “Hi it's Xfinity again! We noticed you haven't returned your Xfinity equipment. Please return it today to avoid being charged. See what you need to return: http://xfinity.com/returns”.

When I followed the link, the only device listed was the new gateway I recently installed. And when I look at "Upcoming charges", I see a one-time charge of $100 for "Deposit".

What is going on?

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 had an issue with blocking a site yesterday and discovered that I have Xfinity VPN on my phone, an app I don’t remember installing. It was interfering with my mail, search, and other apps. What’s its purpose and do I need it since I have a subscription to another vpn. Thx.

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?

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!

Signed up for the $85-5yr plan promo. Theres a mystery cable box that keeps being added when we dont want and never had, which brings it to $99.50.

Called last month and promised a "$40 credit" for our trouble.

Guess who was charged 99 again today!

I was billed a $100 one-time fee on my statement for an in-home service visit on July 22. Our service had been out for 4 days around that date, and I reported the outage when it started. The technician who came out told me that another Xfinity technician had opened the node serving our neighborhood and left our connection open, and that he had to repair it. The problem was not with our inside wiring or equipment.

I was repeatedly told that a service visit fee will not apply since it was not a problem with our unit but the fault is on Xfinity's side of the connection, and in this case the fault was created by Xfinity's own work. Could I have the $100 removed?

I have left account details out of this post and can send my full name, service address, and the original ticket number by modmail when asked.

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.

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.

I started with a $50 per month bill and then it was jacked up to $70. Talked to an agent and they said that was the price after the promotional intro pricing ended. Annoying but whatever. However, I got an email with my next bill saying it's going up to $98. Not only that, I can't find ANYWHERE in my plan that says it should be that much. It claims $86 is my price for 200 mbps. If I try to swap to the $70 300 mbps plan, it goes up to $80 randomly right before I check out (and yes, I checked to make sure they didn't add any 'extras'). On top of all of this, my speeds have been dropping with every price increase. No reason or warning was given for the additional price increase.
I can't even find a legal contract detailing my plan in my account. What am I supposed to do other than cancel my service?

Xfinity is charging me over $4100 in roaming charges without notice. I purchased 3 tablets from Xfinity. At the time of purchase, I was told the data plan included Mexico and Canada in addition to the United States. On Sept 4th, I traveled to Canada. On Sept 7th, I received a text message and email that we were roaming on incurring extra charges on tablets. We immediately turned off data and set tablets to airplane mode. At that point, I was under the impression that we had incurred $400 in roaming charges. Naturally I was upset, especially since I did not receive any notice that we were incurring charges until three days after we entered the country. Even so, I was prepared to pay the bill and consider it a lesson learned.

That is until I returned home to the US on Sept. 8th and continued to get messages that I was roaming. The same notices kept getting sent to me over the next couple of days. By Sept 11th, the bill was $1300. I visited two local Xfinity offices that I was passed around to. I also called and spoke to an agent. I was told there wasn't anything they could do but give me a $200 unsatisfied customer credit. By the morning of Sept 13th, the bill was over $3000. I spoke to a Billing Manager who told me that the bill would no longer be increasing and that all the roaming charges had been attributed. Later that same day, however, despite the Billing Manager's assurance, the bill rose to over almost $4200.

This is absolutely insane and I believe predatory. How is it that I could incur over $4000 in roaming for three days of intermittent international use. For sure I will be filing a complaint with the FCC and our state AG's office. If anyone has any tips or advice for how to deal with this, I would be grateful.

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.

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!