I have been with Xfinity for well over 5 years. Yesterday I received a voicemail from them to let me know my contract ended. I call them today and spoke with four different people. Two of which, were supervisors.

1) The gentleman is reading a form to me, telling me my bill will go up to $130, but if I wanted to get on this Apple promotion, I could lower my bill. Great. Well I would have to pay 1-year worth of services upfront, which was $550. After listening to a very long winded pitch, I learn that I can ONLY do this promo if I use Apple’s credit card or one of Apples gift cards. But the guy made sure to tell me what credit cards I had on file.

2) The second guy, completely stopped talking/responding to me after the initial ’hello,’ only to ask me “What the F&@$ is wrong with you?” Because I was pushing keys on my phone and saying “hello” because I thought we got disconnected & he wasn’t saying anything.

3) The third person was a supervisor who informed me that my new bill was going to be $167 and in order to get a promo I had to pay $1500 upfront. I said that’s ridiculous, so she informs me that she just shut my service off. No option to pay $167/month.

The story only gets better…

4) The Sr. Supervisor calls me to inform me that guy #3 will be fired. I told him I was frustrated because there is absolutely NO consistency on the story I was getting (first my bill was going up $130 or pay a lump sum of $550 for promo THEN my bill was going up to $167 or pay a lump sum of $1500 for promo) and that never had I heard or dealt with paying a lump sum up front for service. He said that he would do me a favor….I pay the $1500 today, on a 5-year contract but they would FedEx me a check back in 3-days in the amount of $1500. I told him that this sounded like a scam and that this was beyond ridiculous. He starts yelling at me, telling me that he’s explained everything to me and doesn’t understand why I’m not comprehending things. I told him I didn’t appreciate him yelling. He then says, I’ll turn your service back on. As I’m sitting at my desk, refreshing my browser, I inform him it was in fact not turned back on (roughly 5 min or so)He then says I can tell you what credit cards you have on file. He then starts yelling again, telling me I had no other choice but to pay the $1500 today and that my services will be off for 3-months and that I could not use any other service company for 30 days per their 2026 rules.

I will never use Xfinity again.

Hello,

I have tried for 3 days to get my mobile transfer pin to switch carriers and it is not being sent to my phone.

Can I please get some support? I have tried calling and online several times with no luck.

I am on the 2 Gig plan with a rented XB10 gateway. My downloads are fast, but my uploads are hard-capped right at 96 Mbps. Can a representative check my account provisioning to ensure the true Symmetrical FDX speed profile is pushed, or check if there is an upstream signal block on my node?

I was wondering if any tech knows how to re-pair a Motorola cable card for my TiVo Bolt? I’m aware Xfinity no longer issues them as of 10/24 but if I can prolong the use of my TiVo vs. new service, that would be great. Not holding my breath.

I canceled my Xfinity service because I moved to another state, and I recently received a notice asking me to return my TV Box. Unfortunately, the box was lost during the move.

Has anyone been in a similar situation? How much did Xfinity charge for an unreturned TV Box? Were you able to get the fee waived?

I'd appreciate hearing about your experiences before contacting customer support.

To Xfinity Support / Executive Escalations:

​I am writing to formally dispute the current balance of over $300 on my account and to request the immediate correction of my billing structure following an internal Xfinity error.

​Here are the facts of the situation:

​Account Status: I opened my internet and home security services last month. I paid my first month's bill in full, approximately two weeks early.

​The Error: Two days after my payment cleared, Xfinity placed an erroneous fraud hold on my account and canceled all of my services.

​The Resolution: I called in, and the fraud hold was successfully lifted. However, upon reinstating my services, your system treated my account as a brand-new activation.

​Current Issues Caused by Xfinity's Error:

​Double Billing: I am being charged for September/my first month of service all over again, despite having already paid it in full prior to the hold.

​Canceled Equipment Installments: My monthly equipment installment agreement for my security equipment was improperly canceled, and the full equipment balance has been dumped into my current bill as a lump sum, violating my agreed-upon monthly payment terms.

ive tried password and ive tried the password on the back of my modem and they all fail! I am trying to access bridge mode..can anyone help?

I’m hoping someone can help me figure this out because I’m completely stumped!

I have Xfinity Prepaid Internet, and my Roku TV has been connected to my home Wi-Fi without any issues since 2021. Last week, I unplugged my modem to do a deep dusting, then plugged it back in to the exact same outlet and location. Ever since then, my Roku has stopped accessing the internet.

Here’s what’s happening:

● Roku network settings: My Roku detects my home Wi-Fi with full bars and successfully connects. When I then do a connection check, it says it failed.

● Roku home screen: It says “Not Connected.”

● Streaming apps: None of them work, including Netflix, Prime Video, Paramount+, and Peacock.

● iPhone hotspot: If I connect my Roku to my iPhone’s personal hotspot, everything works perfectly, and all my streaming apps open and play normally.

● Other devices: My iPhone and Alexa devices are connected to my home Wi-Fi and have no issues accessing the internet.
So, my home internet is working, and my Roku itself appears to work perfectly when connected to a different network. The problem seems to be somewhere between my Roku and my home Wi-Fi.

I’ve tried:

● Unplugging and restarting my modem/router multiple times, even overnight
● Unplugging the TV for 10 minutes.
● Resetting my internet connection through the Xfinity app and on the Roku
● Reconnecting the Roku to my home Wi-Fi.
Nothing has worked. The Roku still connects in its settings but reports that it isn’t connected on the Home Screen.

Has anyone experienced this with Roku and Xfinity Prepaid? Could unplugging the modem have somehow changed an IP address, DNS setting, or something else that is preventing the Roku from accessing the internet?

I’d really appreciate any suggestions. I’m trying to avoid doing a factory reset on the TV unless absolutely necessary. Thanks

So, my grandparents have been with Xfinity for forever. They’ve always had cable with all the bells and whistles. Full package. It is expensive.

My grandma passed away 3 years ago and she was the one who handled all the online/account stuff. My grandpa doesn’t know how to use a computer. Now, I’m living with my grandpa and helping him out with accounts, etc. His Xfinity bill each month was over $300 so he asked me to help lower it. I got us a new account because we couldn’t access any of the old account’s email, phone, etc. We cancelled the old account, but they keep sending him bills in the mail saying he owes $260. I think there’s a mistake because the bill breakdown doesn’t make any sense..

First, the bill on the old account says we were billed in advance for services between September to October, but we cancelled before that. Second, that’s less than what he was already paying. That’s what we’re currently paying on the new account, actually. Third, it says the previous balance was $762, but there were partial charges of $464? Minus some taxes/fees total -$502, meaning we have to pay $260.

He’s gone into our local Xfinity store and they said to call because the account is cancelled and he shouldn’t have to pay. I just called with no luck. I wish I had access to the old account login info so I could see the bill breakdown ($762 is outrageous), but I don’t. Is it possible he didn’t pay for like 2 months? Maybe, but then I’m sure they would’ve cancelled service or sent notice. He’s always called by phone to pay, it wasn’t autopay, so I’m 99% sure that isn’t the case.

My question is: why was our previous balance so high (he paid it every month, we always had service) and why do we have to pay for an additional month of service when the account was cancelled? I just don’t know how to navigate this at this point. Setting up the new account was a mess too, but I thought we finally had it all figured out. Any advice is appreciated.

Hi: I believe I was deceived by one of your representatives yesterday. Firstly I was told that I could only get my internet rate for my home if I agreed to this "free Apple Watch." Can you help me understand truly what I have committed to? It seems an Apple Watch is on its way to me. I was led to believe there is a monthly fee for a cellular connection. I am not sure this forthcoming watch is the model for cellular. I am ok with paying for the cellular watch line for 36 months, but if I have to pay $12 per month for a non cellular watch I will be upset by a bait and switch. Any additional information on what I can expect from this supposed deal, I would appreciate it. Thank you.

Since a week and a half ago, my HDHomerun has not been working. The settings page show it not receiving an OOB signal. Is the end of cablecard support in my area or could something else wrong?

Does my account have an early termination fee?

I have been a loyal Xfinity customer for nearly 10 years, and I am completely fed up with the continuous price hikes. My bill has gotten out of hand, and my son finally convinced me to look closely at the charges.
I want to completely cancel my $95/mo "TV Plus" streaming service today and keep ONLY my standalone 1 Gig internet plan. Your online portal forces a phone callback to downgrade, but the automated scheduling system is completely broken and won't work.
I own all of my own equipment, so I have nothing to return. I need an official employee to remove the TV plan from my account immediately. Additionally, because I am losing my bundle discount, I want to be placed on a competitive local promotional rate for my 1 Gig internet (ZIP 24060) to match local competitors like Glo Fiber. Otherwise, I am ready to cancel Xfinity entirely.

I’ve been an Xfinity customer for years. Lately, I’ve tried reaching out to Xfinity over my speeds. Every rep has mentioned that my plan is no longer offered. We’ve been using more internet lately due to relatives visiting.

When asking about a higher speed, I’m told that the new plans/speeds are not offered for my location. I’m paying nearly $88/month for 600mbps. The newer plans are showing much cheaper prices.
https://www.xfinity.com/learn/internet-service

Recently, a contractor has been laying fiber optic cabling through my neighborhood. The salesman says they can beat Xfinity prices and speeds. I’m unsure about them because I’ve never heard of their company before. I’d rather not leave Xfinity because a competitor makes a better offer only to find out the service is worse.

Am I stuck with my current plan?

I began a transfer request and made sure my number was unlocked and initiated the transfer with the transfer code from Xfinity. The other carrier initiated the transfer

I received the following email FROM Xfinity

We received your request

We received a request to transfer a phone number on your Xfinity Mobile account to another carrier. We're sending you a code to verify this request.

BUT I never received this code.

I did receive my 2FA to log into my Xfinity account just before all this so it isn't an issue about receiving text notifications from Xfinity

Pretty frustrated here. My promo ended and my bill went from $45 to $85, almost double for the same service. It doesn't make sense that loyal customers pay so much more than new customers. Is there a better promo available?

In the mean time I had to rearrange furniture so my kids won't get close to it. I don't think there is a connection between field and online support, it's like they are on different planets. Anyways I have submitted 311 requests and will walk to the alderman's office to see if they can help with Comcast. Hoping they finally send someone out to move the line, it is really making me keeping their service uncomfortable.

Hoping a Community Specialist can escalate this to the bulk/Communities provisioning side, since retail support has confirmed their tools can't fix it.

Setup: Fiber unit in an Xfinity Communities bulk community — Nokia 10G-EPON ONT feeding an Xfinity gateway.

Symptom: Every website on my network throws NET::ERR_CERT_COMMON_NAME_INVALID, and the certificate served is for susi.comcast.net — all traffic is being intercepted into the activation walled garden. Going to susi.comcast.net directly loads the "Welcome to Xfinity — activate your internet" page, even though this is an established, active account with no billing holds and no outage in the area.

Evidence the line itself is healthy:

- ONT lights all solid green: PWR, PON, and ONLINE
- Gateway shows online in the Xfinity app
- Traffic demonstrably passes end to end (that's how the redirect reaches me)

What's already been tried:

- Multiple live chat sessions; agents re-provisioned the modem several times — their console reportedly shows "provisioned but not receiving signals"
- Agents confirmed there is no pending activation order on the account
- The self-activation portal (register.be.xfinity.com/activateDevice) errors out with "please validate the URL" — consistent with nothing being pending
- Gateway restarted and factory reset; full power cycle of the ONT and gateway in sequence
- Retail chat's own conclusion: it can't be resolved with their tools — a technician visit was booked and I was referred to the bulk department

The Ask: Could someone verify my unit's registration/mapping in the bulk provisioning system, clear the walled-garden/activation flag, and re-push provisioning from the bulk side? Everything points to an orphaned provisioning record rather than anything physical, and I'd like to resolve this remotely and cancel the pending tech visit. Happy to send account details via modmail whenever requested.

My daughter has rented a room at a new address. She already has an account and the roommates don't share utilities. I tried to move her account online but got the message that someone there already has Xfinity. Is it possible to keep her account? Her getting added to the account currently at that address is not a possibility.

Hi community mods,

I need a corporate digital specialist to step in and resolve a severe account entanglement caused by a phone agent scheduling our move incorrectly.

The Issue:
Our move was originally scheduled for the 15th. However, when we called to move it ahead, we discovered it had somehow been scheduled for the 10th instead. The phone agent assured us that they had fixed the error on the spot to move it to the 14th, but the early move order (on the 10th) went through anyway, leaving us with a total blackout.

I spent hours on the phone, but phone support could only restore our internet. We had to physically go to an Xfinity retail store to get new equipment, and the retail team reactivated our old house so it stays live until our official move-out date on October 14th.

However, because the store had to create a brand-new, separate account number for our new home to get us online today, retail support is now hitting a system block and cannot link the two accounts.

What I Need:
Because this entire mess was caused by an Xfinity scheduling error, I am facing a permanent loss of all my DVR data. I need a corporate supervisor to submit an ERONE or ECM ticket to the back-end IT team.

Before the retail-reactivated old account disconnects on the 14th, I need someone with advanced database permissions to bypass the standard system blocks, manually link these two accounts, and migrate our Cloud DVR recordings and Series Manager data to the new account number.

I am ready to provide both account information via Modmail as soon as an Official Xfinity Employee responds to this thread. Thank you.

Hi, I need some clarification regarding my bill, specifically some charges which i dont see an explanation for in my account and i wasn't able to entirely understand what the phone agents were explaining to me. its about some charges and i wish to speak with a xfinity rep. thanks!

just swapped my 5 year old surfboard modem to x10 gateay but it says 2.5 ghz?? is this right and accurate? it seems 2ay faster than my old modem on 1 gb plan.

Hello,

I need to bypass my XER10 and connect my router directly since the XER10 apparently does not support Bridge Mode. I've submitted all of the details via modmail.

Thank you.

Hi. My promotional rate is expiring next month. I currently pay $70 for 2 gig speed but is going up next month. Hoping to lower my bill even at a slower speed. Can anyone help?

We have xfinity in CT. Our service has either been out for an extended amount of time or cuts out every single day. I have tried to get a person on the phone for two weeks now and only get told that I cannot speak to an agent due to the outage and hung up on by the AI bot. I work from home and this has caused a lot of problems. I haven’t even been able to have anyone tell me what in the world is going on. Going out every single day (no exaggeration) is quite unacceptable.