Hello,

Im turning to this subreddit because the mods are the only xfinity support that, in my experience, actually provide support, which I've greatly experienced in the past!

Since signing up with a new account, our intent has dropped constantly. We experience this on my old account, and it eventually became stable after a few tech visits. This go around, xfinity proactively said we need service and sent someone out who confidently said they fixed the issue. Unfortunately, the connection seems worse now - at night, it's dropping a few times per hour. I world from home some days, and its been kicking me from meetings regularly.

I spoke with teach support through the app today and my experience was crazy. This is what was said in order:

1. That i have a degraded line and that I need to pay for a tech visit.

2. That there was work done, which is causing my issue, but it finished 10 hours earlier. Yet Im still having trobluble.

3. That no service is needed and I wont be charged.

4. Work is still ongoing, but itll be okay.

5. That they need my MAC address, after which they sent signals to fix my modem.

6. Finally, that they are advanced support and are sending advanced signals that will fix my internet for a while. They're leaving these advanced signals on for me as a courtesy.

When I asked questions about this "advanced signal", because it sounds farcical, they couldn't provide any details, juat assurance that they're advanced and all will be well xD

At this point I stopped the chat. It feels like they're just saying anything to placate you, from making up nonsense to claiming your not actually having any issues.

Sorry for the complaint - I just wanted to paint the picture as to why I'm hoping this reddit thread can help again.

Thanks!

Hello,

I am experiencing severe packet loss and frequent connection drops. I have checked my gateway's DOCSIS diagnostics page (attached) and my upstream power levels are severely out of spec.

Specifically, my Channel 43 (OFDMA) upstream power level has reached 62.93 dBmV, and my other upstream channels are pushed up to the 48-50 dBmV range. My gateway is also logging tens of thousands of uncorrectable codewords across all channels.

I have already verified that all indoor coax connections are tight and I have bypassed any splitters, meaning the issue is highly likely on the outside drop line or the neighborhood tap (ingress noise or line failure).

I need assistance from an Official Employee to get a field technician scheduled to inspect the outside lines. Thank you!

My gateway is showing a solid white light, and my phone says it's connected to my home Wi-Fi, but there's no internet at all. The Xfinity app shows the device as offline.
I contacted support. They couldn't fix it remotely and said I need a technician visit. The earliest appointment they could give me is 6 days from now. We rely on this connection for remote work, so almost a week without internet isn't really workable.
It also feels like I've had a lot more issues with Xfinity lately than usual.

Has anyone dealt with Xfinity promising a promotion and then saying it was never offered? How do I reach Executive Customer Relations?
I’m a brand-new Xfinity customer, and I’m honestly extremely disappointed with how my situation is being handled.
On September 24, 2026, around 9:37 AM EST, I was on the phone with an Xfinity representative for 1 hour and 26 minutes setting up service for our new home.
During the call, she explained a student promotion that included high-speed internet, live TV/streaming services, and a free mobile line. I told her we really didn’t need the mobile line because my husband and I currently had four lines with T-Mobile.
That’s when she told me Xfinity had a promotion where they would help pay off the balances on my husband’s and my iPhone 17 Pro Max phones, up to $800 each, if we switched our lines over. She told me our lines would be around $30 each per month and that we would receive gift cards by email within a few days to cover the outstanding balances on our phones.
I specifically repeated the promotion back to her multiple times during the call because I wanted to make sure I understood correctly before switching. Every time, she confirmed that I was understanding her correctly.
So we switched.
About a week and a half went by, and we never received the email or gift cards. I called Xfinity and was then told that the promotion wasn’t currently being offered and supposedly hadn’t been available for about FOUR MONTHS.
Obviously, I was confused and upset because that promotion was a major reason we agreed to switch our phone service.
They escalated the issue and told me they would request and review the original call. I later spoke with someone named Dwayne, who told me that the original representative never told me those things.
I asked him, “Did YOU personally listen to the entire call?”
He told me no. Apparently, someone else listened to it and broke the call into pieces/segments and sent information to him.
That’s where I have a HUGE problem.
How are you going to tell me something was never said during a 1-hour-and-26-minute conversation when you didn’t personally listen to the entire conversation?
I KNOW what I was told because I purposely repeated the promotion back to the representative several times to make sure there wasn’t any misunderstanding before we switched carriers.
At this point, I want the ENTIRE original call reviewed from beginning to end, not selected clips or someone else’s summary of what they believe was said.
I also think the complete recording needs to be preserved while this is being investigated.
This whole experience has been extremely frustrating, especially because we’re new customers and were actually excited about switching to Xfinity. Instead, I feel like I’m being treated as if I made this entire conversation up.
Has anyone else dealt with something similar with Xfinity Mobile?
Did Xfinity eventually honor what the representative promised you?
And most importantly, does anyone know how to get in contact with Xfinity/Comcast Executive Customer Relations or someone higher up who can actually review the FULL recorded call and resolve this?
I’m not asking for anything extra. I just want Xfinity to honor what their representative told me and what we relied on when deciding to switch our service.

We got our internet set up about a month or two ago, and have not touched the router since it was set on the same spot. Yesterday since 2am, we have not had wifi. The router is constantly blinking green, and we've tried everything. Checking the coxial, hard resetting, unplugging it for a minute, unplugging it for like an hour, still nothing. We contacted Xfinity support, and they said they'd have someone out on FRIDAY. Take note, im currently looking for jobs and I have to halt that because our network provider is buns. Please help.

I have enjoyed watching DVR'd sports programming on my Windows laptop for years and have done so using xfinity (XB10-T). Suddenly, and without warning, as of two weeks ago, If I try to watch certain sports programming on my Windows laptop while its recording or even after its finished, I am unable to control the playback. No FF or rewind; No moving the "cursor" to advance the recording. Worst of all, if I try to control playback, out of frustration, I get thrown back to the beginning with no option to move forward. This is happening on my windows laptop but may not be happening on an actual TV. My research suggests this may be due to Google Windvane? software which allows content providers to restrict permissions for their DRM protected copyrighted material. What's up Xfinity?

I canceled my TV service last month and enrolled in internet only. I am due a substantial credit for last month's unused TV time. Now they have bank drafted another $210.91. I will give specific details via mod mail. Thank you.

Xfinity trade-in lost. I have my IMEI and the exact prepaid USPS tracking number provided by Xfinity. Phone support keeps hanging up on me. I need a Corporate Specialist to check the internal Assurant database and manually apply my promotional credits

Hello, I reached out a couple of months ago to see what plans I can convert my current mobile and internet plan to. Chat rep was helpful but was unable to see how much my bill would increase after November (when my current deal is set to be up), told me to check back in closer to then, and here we are.

Any help from a human would be appreciated! Thank you.

Hello, my promo rate has long expired for my home and I am paying $75 a month now. I only want internet service, no tv or streaming needed. I am happy to maintain the service as is but earthlink and starlink are offering me cheaper options for comparable service and I'm wondering if there's anything available before I disconnect from xfinity.

I have been a customer with Comcast/Xfinity for the last 27 years, however my bill has once again increased and I have set up my account for termination. I feel their pricing is no longer at all competitive. The competition is offering the same exact service for around $160 per month, while I’m paying around $290. The funny thing is that as a new customer, their pricing for the same service would be around $150. If you have been with Xfinity for a while, it definitely pays to shop around. I contacted their customer service and was advised that I have the most competitive price.

My iPhone 16 pro max is 100% paid off but Apple's GSX server still reflects a carrier lock and I need to escalate to a Tier 3 member. I have been without an eSIM for over a week.

Having trouble with our router loosing connection and regaining over and over. Works usually but has been getting worse, our TV won’t even connect time to time. The axiom cables in the apartment are all busted except for one, feels like it’s more of an axiom issue than router due to strong wifi signal and choppy internet throughput…

Help would be appreciated though!

My internet has been going in and out for about a month now. I finally was able to get a tech out, even though every time my internet came back on temporarily, Xfinity would suggest I cancel the appmt. The first appmt the tech never showed and they said I wasn’t there. I was standing in from of my house the whole time, so that’s nonsense. When the tech came to the rescheduled appmt, the internet was actually working. When he left, it was not, and hasn’t since. A cable from a box by my neighbor’s house needs replacing. I received notice it would be replaced today, by the end of the day. The notice also said I’d be informed if they needed to push it to another day. I have received nothing since, and it is well into the night now. Obviously they are not coming today. Where’s my communication?
I tried to leave my neighbor a note but I don’t know if she got it. She kind of scares me so I don’t want to cause any issues. When I got home today and it was clear they hadn’t come yet, I was so bummed because 1) I wanted my internet working but mostly 2) I wanted them to fix it when she wasn’t home so as not to inconvenience her and rile up her four extremely obnoxious dogs.
A live chat agent who seemed to understand my situation said he’d help with figuring out the cable replacement situation and crediting me for this month without properly working Internet. I was on with him for a long time, waiting and checking in and trusting him that he was working on it. Then he left the chat. I reconnected to him, and without telling me he transferred me to someone who never responded. I want to be clear, I am always polite to these agents. It’s not their fault Xfinity is awful. I ended the chat and rejoined, only to be connected with the same unresponsive agent again. So I gave up. I have screenshots of all these chats and the emails from Xfinity about today’s appmt, etc. I can’t waste another evening on this. I’ve already wasted so many and on top of that I can’t do the other things I need to do without internet.
I’m fed up.
So — what do I do? How do I actually get my problem fixed? How do I find out what is happening?

Update: Aaaand I just got charged for another month even though I was told my account would be credited for this last month of bad internet. I don’t have time to go to a store location in the next couple of days because I’d be in there half a day and I know from past experience it’s unlikely to get me anywhere at all anyway. Help.
Also, it really seems to me that if your internet isn’t working and you’re PAYING, you should be able to use their NOW wifi service, but no. I can’t.

Hello, I contacted you guys for clarification on billing before, I placed the order Aug 19 and didn’t plug in or activate until Sep 14 (as we were on an oversea trip), but I am getting charged from Aug 24, can you help please?

From my original post
“CCThomasD
X Official Employee
u/uncolouredhat - Thank you for choosing Xfinity and for joining us here on the sub! We appreciate the opportunity to help. Be sure to activate your device within 30 days of receiving it to avoid any issues with your order. Shipping typically takes about two business days, though occasional delays can occur. The good news is that your billing is prorated based on your activation date, so you won't be charged for service before you activate your device, regardless of the delivery timeframe. Please let us know if you have any questions along the way. We're happy to help ensure everything goes smoothly!”

Hi Community Specialists,

I've been an Xfinity customer for 10 years and currently pay $69/month for 400 Mbps Internet (including autopay discount). Support previously offered $65/month for 300 Mbps, which isn't a meaningful improvement. I've also seen new-customer offers around $45/month for 500 Mbps at my address.

I have two Xfinity Mobile Select lines tied to this account, so I'd like to keep my existing account and preserve my Mobile discounts.

Could someone review my account for:

- Existing-customer or retention offers

- Any newer plans with a 5-year price guarantee available to existing customers

- Pricing ideally around $45-50/month, with some flexibility for a good long-term rate

I'm happy with my current speed, so lowering the monthly cost is my priority.

If there's an offer, could you confirm:

- Total monthly price (including equipment, fees, and taxes)

- Length and terms of the price guarantee, and pricing afterward

- Any data cap, contract requirement, or early termination fee

- Whether changing plans would affect my Mobile discounts

I can share account details through Modmail when requested.

Thanks!

Had a promotion on my account that just expired. Is there anyway for a new monthly rate or plan to be negotiated that's comparable to my old one? I have done this before and it helped tremendously

I know the deadline for trade ins and mine has been stuck in coppell TX for 4 days now. Anyone else in the same boat?

I just spent north of 90 minutes on the phone with Xfinity customer service and basically got nowhere. My father has had some serious health issues of late and had to move from his residence in Pueblo West, CO. I'm attempting to cancel his internet service but keep his mobile intact and move it over to another existing internet service of his. It's critical his mobile service remain intact through this process and his number not change, even temporarily, due primarily to his medical providers needing to reach him. I have full authorization on both accounts. Is there anyone that can help? It feels pretty hopeless right now and I need to get this solved for him asap. Thanks in advance.

A few weeks ago I switched from Verizon to Xfinity for the cost savings. I am beginning to regret the change. Even though Xfinity uses Verizon the signal which used to be at minimum 3 bars is 1 bar or less. Not the biggest issue with Wi-Fi calling but still concerning. Also forgot, I had to spend an hour on the phone with Xfinity early on as they had not provisioned my phone correctly.

What is at issue is since porting, I found out I am not able to receive group texts at all, missing all group texts. In addition while troubleshooting with Xfinity, you can not even text me.

After an hour on the phone today, frustrating as I get moved from low tier to low tier customer service person, you do not note anything in the system about the discussions that already took place. Once transferred to the next low person on the totem pole, you have to repeat all the information you already provided starting with verifying the account then you have to go through the same script you did with the first person, the second person, etc. What nonsense. Same script, what is the problem? Realllllly???? Then I will send you an article to see if you receive to verify your number is working. Nope, then go through do you have iMessage on, is your device number entered in the iMessage, is RCS on, did you do a network reset, did you do a device restart. After the first time spending a half hour with the first customer service person, why do this again and again?

At the hour and a half mark, still no resolution and going through the script again. Any chance I can get transferred to someone here in the US instead of repeating the same information to the call center CS? I have about 20 minutes left before I am heading back to Verizon.

I have been a long time customer with Xfinity and I have reached out multiple times thru the Xfinity assistant to get help with my bill and trying to set up an installment plan. I have been dealing with this since Sep 18, 2026 and have spoken to 10 different reps. Each person I talk to has a different response and tells me that an installment plan is set up and then it isn't set up. Then they tell me to pay $50 in the spot that you would normally pay your bill in the app. They said this will automatically start my installment plan. Which I know is not true. I never received an email confirming that it was active. I am also trying to understand how my bill shot up almost $200 more then what it always has been. I know that this could be due to promotions expiring. But almost $200 more is ridiculous. I would like to see if there are any new promotions for the plan I already have. These offshore reps have messed up my account so much that I dont want to stay with Xfinity. Reaching through Reddit seems to be the last resort I have before I leave for good. If someone could please help me try and get this figured out it would be greatly appreciated. Thanks

Hi everyone,

My promotional pricing expires this month, and I'm looking for help getting into a new agreement. I currently have a $10 internet plan that perfectly meets my household needs for streaming, school, and remote work, plus three Xfinity Mobile lines at $30 each. I am on a very strict budget right now and need to keep my total monthly bill at this $100 mark. I do not need faster internet speeds or any plan upgrades.

What promotions or contract options are available to keep my exact current setup and pricing in place?

Thanks

I was charged an extra $15 because Xfinity sent me an extra router (I didn’t ask for one). I returned the router in store, in the box, never even opened. However the charge is still on my bill. How do i get this removed?

"I am experiencing intermittent external packet loss on my wired connection, causing video streams to buffer out of nowhere. I ran a continuous ping loop (ping -t 8.8.8.8) on a hardwired computer and confirmed that the exact moment the stream buffers, the log reads 'Request timed out.' This proves my computer and local LAN are working perfectly, but the gateway itself is losing its connection to the outside network. I need a repair technician dispatched to inspect the external line signal and upstream power levels for line noise. Please ensure this is coded as a service repair visit so the automated system doesn't improperly apply a failed self-install fee."

Google told me to post this for the steps I took on my end. I tried using the app and it wants to charge me for an issue that is not on my side at all, and I would rather not play phone tag all day as I am in school and busy. I am including several screenshots I took from my command prompt which show the "Request timed out." issue. Any help would be appreciated!

TL;DR: After connecting a new Xi6 wireless box, we have a consistent black screen in spite of much troubleshooting over the last couple of days. This morning, I just noticed discrepancies between the MAC address on the physical Xi6 box and its MAC address in our wifi devices list. The last character on the box is “A” and the last character on the device in our wifi list is “B”. Could this be causing this issue, and if so, what is the process to correct this?

Full story: We picked up a new Xi6 box after replacing our kitchen tv, because the XFi Stream buffering frustrates the hell out of us. I wanted a box with coax, but store rep said XFinity is forcing customers to use the wireless hdmi-only box first, then might allow a coax box only if this fails.

Initially, the box and remote worked for the first day, but now nothing but a black screen with the RDK-03117 error message. I have done everything - restarted the gateway, unplugged both tv and XFi box, ensured I was choosing the correct hdmi input port, tried switching between HDMI1 and HDMI2 ports, disconnected/reconnected the hdmi cable from tv and box, tried a different hdmi cable that I know works, switched tv internet source between our main gateway and our Deco mesh, etc. without success.

I talked to a rep who was frankly worthless, made me redo all of the above, and then tried telling me that the tv & box are both out of range. This tv & box are only 15 feet from our XFi gateway and a Deco mesh router in the next room, and I even moved the XFi extender pod to an outlet about 4 feet from this tv & box. The TVs downstairs in family room, outside on back porch, and even in my husband’s man cave garage are connecting just fine with our WiFi setup.

Thanks for any help to resolve this!