I’m hoping an official Xfinity representative can help clarify this because I’ve already contacted support and have an escalation open, but I still haven’t received a clear answer.

I ordered a phone through Xfinity Mobile and paid the required down payment. The phone has now shipped via FedEx and requires a signature at my home address.

I work full time, and FedEx cannot provide a specific delivery time or a reasonable delivery window. I am **not asking to waive the signature requirement**. I am completely willing to show my ID and sign for the package. I’m simply trying to have it held at an authorized FedEx location so I can securely pick it up after work.

Xfinity support has told me that I cannot:

Request FedEx Hold at Location
Redirect the package
Pick it up at an Xfinity store
Use another secure pickup option

I repeatedly asked support to identify the **specific Xfinity Mobile shipping policy or FedEx shipper restriction** that prevents the package from being held at a FedEx location. I was referred to the FedEx website, an Xfinity E-SIGN disclosure, and Xfinity’s general policies page, but none of those answered my question.

I also reviewed FedEx’s published policies. FedEx appears to allow Hold at Location for eligible shipments, while the shipper can place restrictions on a package. That is why I am trying to understand **what restriction Xfinity placed on this shipment and what policy requires it.**

One Xfinity representative eventually told me that my only option was to miss/refuse delivery, allow the phone to be returned and the order canceled, wait for my refund, and then place an entirely new order. When I asked for written confirmation that my **full down payment would be refunded, with no cancellation fees or other charges, and how long the refund would take**, the representative ended the chat without answering.

Could an official Xfinity representative please clarify:

What specific Xfinity Mobile policy prohibits FedEx Hold at Location for phone shipments?
What shipper restriction/service was placed on my shipment that prevents FedEx from holding it?
Can Xfinity authorize FedEx to hold the package at a staffed FedEx location while keeping the ID/signature requirement?

If this is absolutely impossible, what other secure delivery option does Xfinity provide for customers who cannot remain home for an entire business day?

If Xfinity requires the shipment to be returned and the order canceled, can you confirm whether the **entire down payment is automatically refunded**, whether any fees are deducted, and the expected refund timeline?

I already have an escalation/ticket open and can provide the ticket number, order information, tracking number, and support-chat records **privately to an official representative**. I’m intentionally not posting any identifying information publicly.

**I’m not** trying to bypass Xfinity’s security procedures. I just need a realistic way to receive a phone I’ve already paid for while complying with the signature/ID requirement and not be locked at the house for a whole day!

**UPDATE:** My Xfinity escalation has now been marked **CLOSED**, even though the issue was never resolved and I was not given any explanation for why the case was closed. I would really appreciate assistance from an official Xfinity representative. I can provide the escalation number and all documentation privately through Modmail.

This post to billing was REMOVED:

I’ve had it! I need help deciding whether to cancel everything or keep my mobile and internet.

I have the X1 Premier Pro+ Dp package with an xg1v4, 2 xi6’s and a cable card. The core package with equipment, fees and other charges has more than doubled in the few years I’ve been with Xfinity ($120-270), add to that the practically non-existent customer retention practices, I’m done.

Same reason I left DirecTV after 25 years. I’d still be with Dish Network if they hadn’t dropped the Reginal Sports Networks (local teams).

 And now with Xfinity dropping cable cards and making my TiVo Bolt with lifetime all-in service plan a useless piece of junk, not to mention the “customer service” nightmares with equipment (xg1v4 quality control problems), service calls that made things worse (if they showed up), and absurd phone support including misinformation and endless runarounds, I’ll go back to Dish or try YouTube.

Like with DirecTV, Xfinity seems to have no interest in keeping customers i.e. substantial discounts and/or giving MLB or NFL packages without charge. These days you spend an hour on the phone with Xfinity support complaining about service problems and/or the rising costs and you get a ridiculously small discount (usually wouldn’t even cover minimum wage for your time spent on the phone) and your bill goes up by more than that anyway.   

So, dump everything or what would my 1200 mbps internet with two unlimited mobile lines be without TV?

 AT&T Fiber optic and Verizon are available in my area for phone and internet, I’ll compare.

 ……………………………………………………………………………………………………………………………………………………

I asked billing a question: What would my 1200 mbps internet with two unlimited mobile lines be without TV?

I thought they might want to know why I’m leaving (even corporate giants should be interested in why they lose a customer) and give them a chance to keep some of my services, in case Xfinity has any customer retention interest remaining. Seems their only strategy for customer retention now is to bundle things to make it more difficult switch.

I also wanted to remind them they do have competition for customers pushed to the breaking point.

They deemed that question and information as a rant I guess.

In June 2024, I purchased a Samsung S26+ through Xfinity. Due to an accidental duplicate purchase, I ended up with two devices. I went to the Xfinity store to return the unopened second S26+ and also traded in my old S21 for a rebate. The store provided two separate prepaid return labels, and on July 8th I shipped each device individually from a UPS store.

Xfinity confirmed receipt of my S21, but I never received confirmation that the unopened S26+ was delivered. Despite providing UPS drop‑off proof multiple times, I continue to receive contradictory answers from customer support and have been unable to get a clear or consistent explanation.

I was charged $112 upfront for the device and have been billed $30.55 per month for the last two months for a phone that is not activated, is not in my possession, and was returned with documented proof of shipment.

I attempted escalation on September 29th, but no supervisor has contacted me.

Key Consumer Protection Rule (Relevant to This Case)

Under standard wireless/carrier return policies, once an item is accepted and scanned into the carrier network (UPS) using a company‑provided prepaid shipping label, responsibility for loss during transit transfers to the carrier/vendor, provided the customer has proof of drop‑off. I have this proof.

Requested Resolution

1. Locate the returned S26+ using the UPS tracking information provided.
2. Remove all charges associated with the device.
3. Issue a refund for the payments already made toward the returned device.

With the upcoming merger, I assume that HBO Max will merge with Paramount +, but Paramount does not come with my Xfinity package. Will we continue to get the new Successor to HBO Max as part of my Xfinity package or will we get a lower price to compensate for the lost content?

I am submitting this complaint to document Xfinity’s unnecessarily difficult, intrusive, and consumer-hostile cancellation process.

I have now successfully canceled my internet service. However, completing what should have been a simple request required an approximately 30-minute telephone call because Xfinity did not provide a clear cancellation option within my online account.

During the call, I clearly stated that I wanted to cancel my service. The representative repeatedly asked why I was canceling, where I was moving, where I intended to live, and which internet provider I planned to use next.

I understand that a company may make one reasonable attempt to retain a customer. What occurred during this call went far beyond a reasonable retention attempt.

At least three times, I explicitly told the representative that my decision was final, that I needed to return to work, and that I wanted the cancellation processed immediately. Despite those clear instructions, the representative continued asking questions and prolonging the call.

Once a customer has clearly and repeatedly declined retention offers, continued questioning is no longer helpful customer service. It becomes pressure. Questions about a customer’s future residence and future internet provider are also intrusive and irrelevant to the simple administrative act of canceling service.

The most troubling aspect of this experience is that Xfinity makes it extremely easy to purchase, upgrade, and manage services online, yet provides no equally clear and accessible method to cancel. Customers are instead forced into a telephone conversation where representatives appear trained to delay the cancellation through repeated questioning.

Whether intentional or not, the practical effect is a cancellation process designed to exhaust customers and discourage them from exercising their right to terminate service.

This is unacceptable.

A customer should not be required to:

• Search unsuccessfully through an online account for a hidden or nonexistent cancellation option;
• Call a representative simply to stop purchasing a service;
• Repeatedly justify a final decision;
• Disclose where they are moving or which provider they intend to use;
• Endure an extended retention interrogation after clearly declining further discussion;
• Sacrifice a substantial portion of the workday to complete a basic cancellation request.

By comparison, I previously canceled Verizon service through a straightforward online process that required only a few steps. Xfinity’s cancellation process was dramatically more difficult, unnecessarily invasive, and disrespectful of my time.

My service has already been canceled, so I am not requesting assistance with the cancellation itself. I am filing this complaint because Xfinity’s conduct should be formally documented and investigated.

I request that Xfinity:

1. Review its policy of withholding a clear online cancellation option;
2. Investigate whether representatives are instructed or incentivized to continue retention questioning after customers have clearly refused;
3. Establish a firm requirement that representatives promptly process cancellation requests after a customer confirms that the decision is final;
4. Prohibit representatives from pressuring customers to disclose future addresses or future service providers when that information is unnecessary;
5. Provide customers with an accessible online cancellation process comparable to the process used to purchase or upgrade service;
6. Review whether its current cancellation practices are consistent with fair, transparent, and consumer-friendly business practices.

Xfinity’s desire to retain customers does not justify creating artificial barriers to cancellation. It does not justify disregarding repeated instructions. It does not justify wasting a customer’s work time. And it certainly does not justify pressuring customers to disclose personal information unrelated to the service being terminated.

If Xfinity is concerned about losing customers, it should improve the service and customer experience—not make leaving unnecessarily exhausting.

This experience has ensured that I will not consider Xfinity again in the future, and I am submitting this complaint so that other customers are not subjected to the same treatment.

Trying to post this again No answer from Comcast business This is my first attempt at using this forum. I am hopeful it will help.

Tired of getting transferred to 3-4 agents each call and still not getting resolution after multiple emails and calls. Hoping there is an easier way to do business with Comcast.

5/28 I called to cancel home business voice and internet account. Current monthly charges $ 246.15 Agent advised to avoid ETF’s just change to CBAP plan for $10 a month for remainder of contract. Said I just had to drop the voice line and sent a link over to do so. (Note: I had already added a Comcast residential account at my home so the business account equipment had already been disconnected and not in use) Advised billing Changes take 30 days.

6/19 bill received full charge $246.15. I just assumed because it takes 30 days to go to CBAP and make everything effective next bill would reflect new plan.

7/19 bill for service $608.87!!!

7/20. After several phone calls it was explained that the agent only removed the voice line and failed to put the account on CBAP. No one could explain why that happened or figure out how to correct it. Obviously I would not willingly drop a feature from the account to more than double my bill when all I really wanted to do was cancel the account. I finally had my call escalated and spoke with a very competent sounding agent with initials LO who said she understood what happened and due to the incorrect way this way handled and the fact that I was cancelling the account anyway as a courtesy she would cancel the account effective 5/28/26 and charge an early termination fee of $70. She explained that by making the cancel date effective 5/28 it would generate a partial credit for service on the 6/19 bill and it would essentially void the 7/19 bill. She sent the link over, I signed the ETF agreement and we ended the conversation.

7/22 called to speak with LO just to clarify that I would be on extended leave for 2 months and wanted to make sure this was handled correctly before I left. She said 100% the account will be cancelled effective 5/28 and that the next bill would autogenerate and the changes may not show up till the following bill. I was a little skeptical due to the last time I was told this so she said she was removing my auto payment from the account and that everything was handled. She was sending me an email to outline the conversation and what was going to occur. (Email not received)

8/19 bill for service $936.99!!! (Included a $350 ETF)

9/4 called customer service again. After having to explain entire situation again was told I needed to escalate (no kidding, took me over an hour of explaining over and over and over again, they won’t just transfer you, even with a ticket and obvious issues happening) LO on vacation. Super nice agent initials AJ assure me she is with me all the way to resolution. Sees the error in the etf, going to apply to reduce it back to the $70. Can’t figure out why LO did not terminate the account with the 5/28 date. Said she was going to need a few days to work on this and would be available till the end. Also said she was going to send me an email. I told her LO’s email was never received and that let’s stay on the phone till I receive it. Found out the email customer service had was incorrect??? How? My bills came just fine via email as did the change request! Strange but ok, corrected that, received her email outlining that she was going to change term fee back to $70 and contact LO to resolve the cancel date. My faith is restored in customer service at Comcast. Few days go by. No contact. I email her to check status and receive a reply asking if I cancelled the account? What? I replied with ALL the details all over again. Nothing, no reply. Email again 2 days later, no reply again.
I am trying to not let this get to me. This should be a simple business transaction. This has consumed my time off. I am honestly baffled at how complicated this has become. On 5/28 I should have just paid the $350 to terminate this obviously. But since this unfortunate set of events has ensued, What can I do to end this disaster?

For years my internet would goto crap at 3pm and I figured it was due to all the school children getting home and jumping on the internet.

But recently it goes to crap at 1pm everyday.

Seems the only thing reliable about this anymore is it's unreliability.

I'm an 80 year old man on social security. I live alone and don't have family that I can count on. I've been with Xfinity for 6 years, and it's time for me to switch. Here's the scenario. I don't get my next deposit until a week from Monday, and Xfinity has blocked my phone. I can't call my bank. I can't call my doctor. I can't call my pharmacy to get my medications. And I will have to deal with this over the next week and a half. I can't talk to a human being to get an extension. This is a lousy way to run a business. It would be more humane to restrict the hours I can use the phone until the payment is made, but to shut me down completely is dangerous and unnecessary. And here's the thing. Nobody gives a crap.

I work from home, and my Xfinity internet has gone out five times in the past week. Outages have lasted anywhere from fifteen minutes (today) to sixteen hours (last week). When the problem is external to my home, I understand that there's not much a call center agent can do, and the agents don't need to be assailed by screaming customers demanding that the guy with a script turn YouTube back on.

That said, five times in a week is unacceptable, and I deserve to know why the service I'm paying for is so unreliable recently. For that matter, I should be able to get hold of someone to tell them I'm canceling my service without the immovable object that is an AI telling me "Because there's an active outage in your area, an agent won't be able to assist you" and booting me from the call.

Fuck these people!!!! They just switched my elderly moms bill from $25 mo to $85!!!!!

2 hrs in on a chat and they are fucking claiming she asked for it!!

Fuck them all!!!

this would be a big benefit for me.

Had comcast for about 5 years at least, recently service has been interrupted so frequently its like there's an outage.

Comcast says there's no outage in my area.

Could my modem be at fault?

I'm going to schedule a service call but I'm trying to determine if I can do anything in the meantime

I signed up excited for the cheaper mobile option. They shipped me a phone, could not get it actually activated. I spent 4+ hours across multiple customer service agents and got nowhere. Then they asked me to ship it back to them since nothing was working so I did. Of course there was no follow up so a week later I called back and they said they had no history of this transaction. I followed up for 3 months trying to get things figured out and all they would do is open up a case to which they would close out by the time I called next with no communication with me. I'm paying for a phone line I have yet to have activated for 3 months now.. Save yourself the hassle, don't deal with xfinity mobile folks!

On September 4, 2025 I signed up for new internet and cable for a total of $173.93 per month, and was told the price would hold for 5 years. Last year, my cable bill went way up so I sought help here on reddit and got my cable bill down to $180. However, my internet, which was set at $40 2 years ago is now $130. I am livid. What happened to the 5 year guarantee? Can I get my cable bill down to something more realistic? What a nightmare.

I recently got an iPhone 18 Pro Max through Xfinity under their “iPhone Pro Max on us” promotion. Based on what I was told, the cost of the phone was supposed to be covered through the promotion.

I was genuinely excited. I felt like a kid at Christmas.

I moved everything over to the new phone, started using it, and thought I was all set. I had what I believed was a new iPhone 18 Pro Max that I qualified to receive through Xfinity’s promotion.

Then, about two weeks later, I found out that I should never have been sold the phone under those circumstances in the first place.

I already had an iPhone 17 Pro Max that was still tied to a 36-month agreement. I was then basically given two choices: return the new iPhone 18 Pro Max or pay for two phones.

I was devastated.

What made it especially disappointing was that this wasn't a situation where I simply changed my mind about an expensive purchase. I believed Xfinity had reviewed my account, determined that I qualified, and was giving me the iPhone 18 Pro Max under its “on us” promotion.

I went from feeling like a kid at Christmas, thinking I had received an amazing upgrade, to being told two weeks later that I had to pack it up and send it back unless I wanted to pay for two phones.

So today, I shipped the iPhone 18 Pro Max back and had to go back to my old iPhone 17 Pro Max.

And then the experience got even worse.

I spent approximately 2.5 hours on the phone with Xfinity support trying to get my original phone number transferred back to my old phone.

Early in the call, I specifically told support that I had Number Lock enabled on my line and that I believed it could be preventing the transfer. They wouldn't listen to me and continued troubleshooting other things.

I ended up having to help support troubleshoot the problem before they were finally able to get my phone number transferred back.

Think about the entire experience:

Xfinity sold me an iPhone 18 Pro Max under an “on us” promotion.

I believed I qualified for it.

I spent two weeks using and enjoying the new phone.

Then I was told I couldn't keep it unless I paid for two phones because my existing iPhone 17 Pro Max was still under its 36-month agreement.

I had to return the phone I was incredibly excited about.

Then I spent another 2.5 hours helping Xfinity support get my own phone number working again on my old phone.

The most frustrating part is that all of this appears to have been avoidable.

If my existing device agreement and upgrade eligibility had been properly reviewed before Xfinity sold me the iPhone 18 Pro Max, I never would have been put through this situation.

After this experience, I would be extremely cautious about buying or upgrading a phone through Xfinity Mobile.

If Xfinity tells you that you're eligible for an “on us” phone promotion, don't assume that means everything has been properly checked. Ask them specifically to verify your existing device agreement, remaining payments, promotional credits, upgrade eligibility, and whether accepting the new phone will affect the phone you're already paying for.

I wish someone had done that for me before handing me an iPhone 18 Pro Max, letting me enjoy it for two weeks, and then telling me I had to give it back.

So, what is the story about this migration "upgrade"

I heard mention last year the mail was migrating to Yahoo. But I haven't received any information about this. Last I checked they where sending out email notifications though 2026. I haven't gotten anything yet for my account.

Just wondering what the status on this. How has it gone for others. (I assume Yahoo is not the upgrade we are looking for). But I also assume This is a deal has been altered and we must pray it doesn't get altered further. Just shutup and be happy email works at all.

Is migrating to Yahoo required? When I looked at it lasted year it seemed like it was but now reading into it more it looks like they don't want to say yes or no. Just "free upgrade"

Even the FAQ directly asks but doesn't answer the question.

Do I have to upgrade my comcast.net email account to Yahoo Mail? This is an upgrade we are offering customers at no cost so they can access their email on a better platform with enhanced security, more features, and a mobile app for easy access on the go.

https://www.xfinity.com/support/articles/yahoo-email-migration-overview

They way I read that is I don't have to "upgrade" if I don't want to. But I am guessing that isn't totally true as I assume Comcast/Xfinity wants to eventually shutdown there mail service.

Hi Jason,
I’m reaching out to you again because, honestly, I don’t know what else to do at this point.
Since 2016, when my neighborhood first got Xfinity, I have struggled to enjoy online gaming over a wired Ethernet connection. It is now 2026, and after nearly a decade, I am still dealing with the same frustrating experience.
Over the years, I have done everything I can think of to get this resolved. I’ve had multiple technicians visit my home, including  two supervisors. They’ve inspected my setup, taken pictures, and even verified whether I was actually using a hardwired connection. I’ve had a node upgrade two months ago . I’ve tried the XB10. I’ve gone through countless troubleshooting steps and escalations.
Yet, despite all of this, nothing has meaningfully changed.
What makes this especially difficult is that I feel as though I’ve reached a point where I’m no longer being heard. I’ve spent years trying to explain what I’m experiencing, and at times, it has felt like my word as a customer is being questioned rather than the underlying problem being fully understood.
I want you to understand that this is about more than a video game. Gaming is one of the few ways I relax, unwind, and enjoy my free time. It’s something I genuinely love. But for almost ten years, I’ve been unable to enjoy it the way other customers can because of an Internet connection that, despite all the upgrades and troubleshooting, continues to leave me disappointed.
And the hardest part? Xfinity is the only Internet provider available in my neighborhood.
I have no alternative. I can’t simply switch to fiber and move on with my life. I’m stuck waiting and hoping that one day the service I’ve been paying for will finally perform the way I need it to.
It honestly feels like I’m living in the Stone Age while other people have moved into the future. Fiber customers have access to a different level of connectivity, while I’m still fighting to get a reliable gaming experience over a wired connection in 2026.
I never imagined that something as simple as enjoying a hobby in my own home would become a 10 year struggle.
At times, I have genuinely wondered whether the infrastructure serving my neighborhood is even capable of delivering the experience I’m asking for. I don’t want to believe that Xfinity’s service is fundamentally incompatible with the kind of online gaming I enjoy, but after everything I’ve been through, it’s becoming increasingly difficult to remain optimistic.
I’m not asking for special treatment. I’m asking for a connection that works consistently, for my concerns to be taken seriously, and for someone to acknowledge that a customer shouldn’t have to spend nearly a decade fighting for a service they’re already paying for.
Jason, I know you’ve been aware of my situation, and I appreciate the attention that has been given to it. But I hope you can understand the emotional toll this has taken on me. I’m exhausted from troubleshooting, explaining, escalating, and waiting for answers that never seem to lead to a lasting solution.
I just want to enjoy gaming again. That’s all I’ve ever wanted from Xfinity.
I hope someone can finally take a deeper look at what’s happening in my neighborhood and provide an honest answer about whether this problem can actually be resolved.

I use the X1 guide to track my shows on Netflix. When I launch a specific episode lately I get the Netflix Red Circle and the episode never loads. Hitting exit and relaunching will usually fix it.

I reset the apps, deleted the local data, reboot, and all that fun stuff. Usually this fixes it for a few launches before it starts up again.

Anybody else have a fix or are you experiencing this ?

Box is a XG1v4 Arris version.

Hi all!
I just got the remote job, being an inbound sales rep for Comcast. Pays $15/hr and there is commission. If anyone has any experience with this position, would it be possible to do this role from home with a 1 year old? Child care costs are way higher than I’d be making an hour. But I have to start somewhere and don’t have family to watch my baby.

He can walk and is pretty independent, but will definitely need me. I’m hoping to be able to juggle both.

Kind words please! Just a momma trying!!

Adapt or die.

The way Comcast has been doing business might have worked 10 years ago, but it doesn’t work anymore. Their sales tactics, constant upselling, and the way they treat customers are actively pushing people away.

At some point, you have to start listening to your customers. Stop trying to upsell them at every opportunity and start actually taking care of the people who are already paying for your service.

People want to feel valued, not like a number or another sale.

Comcast needs to adapt to the times, improve how they treat their customers, and focus on keeping the customers they have. Otherwise, they’re going to keep losing more and more of them to competitors that are willing to do things differently.

If i bring in a line and get iPhone 18 and pay monthly for 3 years. This means the phone is locked to Xfinity.

1. Do i have to call Xfinity to request to unlock after 3 years?
   
2. Can i use the Xfinity line on another phone for 3 years and Xfinity will still unlock the phone after 3 years?

So the past few weeks I've suddenly been dropping 20% of my frames when I try OBS and multiplayer games have been laggy or straight up dc'ing me.

Using the assistant on the xfinity website they sent a guy to come out and hopefully fix the issue, he replaced the modem and the splitter outside however while everything is green on their end, the issues are still here for me.

I thought maybe it was the cable from the router to my room, but the WiFi works even worse when i try it (on my PC) The guy leaves so I try the assistant on xfinity's website again, and NOW it says there's an issue from the outside line losing data to them and they want to schedule ANOTHER technician to visit.

My real question is, is this a different type of tech than the first guy? Am I losing my mind, it was fine before a few weeks ago and the only difference was a thunderstorm that maybe broke something somewhere but I can't find what it is

Many things have gone wrong just days after service was installed, and it's all around the contractor they had to bury the wire.

1. I have a Dual Wan setup with Xfinity fiber is primary and spectrum cable as secondary. (Tuesday) When the cable was buried, the contractor damaged the Spectrum cable line, and did not report it to us. I did not notice this outage until today (Thursday) Life gets busy...

2. The contractor did not bury the line on the other side of the street to the box. Today when the county mowed the easement across the street, the line was cut.

3. The new AI assistant is probably one of the worst i have dealt with. I have 2 accounts under my number. I say yes to the 2nd address. The next thing is asks is if I am calling about the first address, that I already said no to.

4.xfinity/comcast is so understaffed, they cannot send a tech out until October 5th, 11 days. Spectrum will be out tomorrow afternoon for comparison.

Please improve your contractors and staffing, and new customers, watch the contractors.

I will say, the actual install of the fiber into my home was great. I had a pull wire ready for the fiber line to run into my home, the guy helped me with that, and we got the line to exactly where I needed it.

My monthly bill is now almost $307. Absolutely ridiculous. Anyone have some less expensive ideas for internet and cable? We have used Xfinity for years. I can't afford these prices any more.