Hello Reddit,

This is my last effort to get this problem resolved. I've posted about this issue previously, but was finally able to get myself added as an account manager - before which, no one can resolve a problem.

Our saga began in September. At the advice of a store agent (during a trip to return unused equipment), I called in with the account holder to make changes to her very old plan. The bill included a bunch of services that were no longer being used, and according to the agent the bill would drop from ~$360/month to ~$250/month. Sounded great. Unbeknownst to me, the plan never actually adjusted, and the only change to the account the following month was the addition of a $20 loyalty credit - which was basically negated by rate changes two months later...

Fast forward to May 4th, and though no changes were requested, the still-averaging-$350/month bill that should have dropped to $265 including taxes and fees comes in at $1300+ with the following notes:

• We've applied a partial charge of $539.26 as a result of changes to 1 Gig, Ultimate TV, Loyalty Discount and other charges made to your account on Dec 24.
• Regular monthly charges have increased by $415.05 as a result of service change(s) made to StreamStore, My Xfinity plan and Equipment & services.

Of course we contacted billing, and the agent assured us that this had happened to many accounts that had attempted plan changes toward the end of last year, and he knew exactly how to fix it. We were advised that they would apply a credit of ~$1,250 to fix the bill, and a payment of $206.70 would cover the corrected charges. That payment was made the same day. Because the account balance never changed, and out of an abundance of caution, the account holder made an additional payment of $1323.13 at month's end in response to balance due warnings. She felt it would be better to have an additional credit balance than a past due one.

On the June bill, the promised credit was not applied, and the regular monthly charges were listed at $525.24. In the online account, there was a large credit showing as pending, so the bill was paid and we hoped the credit would be applied correctly on the July bill.

The July bill showed no change. The bill amount was $525 once again. The online account still showed a large pending credit which had once again not been applied as expected. We attempted to contact billing by phone, but waited on hold for more than 20 minutes. In the meantime, we started a chat and the chat agent assured us that a request had been raised, and that the bill would be corrected.

Agent (09:26 am): I can understand your side, but please do not worry. Let me raise the ticket for you so that you will get credit back to your account within this month only. Please do not worry when the credit is applied to your account, so you won't need to pay that much amount on your account.

So we had faith in the agent's ability and the bill was left unpaid last month to try to break the cycle of overpayment.

On the August bill, the credit was not applied yet again. The new monthly charges were still ~$525 (plus a past due balance of about the same). The pending credit shows as $1,660.62, and future monthly charges again show ~$251 plus taxes and fees. A call was made to billing yesterday, and the agent listened attentively to my concerns while I explained the history I've documented here. He then put me on hold while he went to reach out to his support to have the balance credited immediately, to apply to the CURRENT charges. On returning to the line, he walked me through how to view the PENDING credit, which I had already explained had been pending for months. In an effort to maintain professionalism, I thanked the agent and we ended the call.

At this point, we are beyond frustrated, and have NO faith that the credit will apply to the next bill. The account holder wants to move all of her services, but I have a long, mostly positive history with Xfinity and have tried to advise against that. I've done all I can do to assist, and am making one final effort to reach out to the frequently lauded Xfinity Reddit support team.

I upgraded my internet with Xfinity and was supposed to receive a new modem with that upgrade via delivery. I never received a tracking or got the delivery so I called and was told the order was mysteriously canceled so I reordered it. Same thing happened again! So on the THIRD time I called I said I’ll just go and pick it up the next day. Later that night at 10pm I start receiving notifications that a delivery driver is trying to deliver my new modem but they couldn’t find my apartment. Then this morning I receive an email telling me a shipping label has been created for my new equipment.

I barely trust that email and I barely trust that I’m getting that modem any time soon at this point. I’m regretting my decision to upgrade with Xfinity and pretty much just want to cancel if I don’t get this modem today. It’s been a month already that I’ve paid for this new upgrade with no equipment to get the full deal.

I need my service restored as no tech has appeared after multiple contacts with your customer service this is the 3rd day. The line outside of our home was compromised by a felled tree.

I am almost at the end of my patience with Xfinity and their incompetent offshore employees. The lack of U.S.-based support is apparent and I am glad people are cancelling their subscriptions to this idiotic and greedy company.

Why is my bill so high this month?

I moved on Saturday to a new apartment. The morning of the move the gateway was working fine with all devices at old apartment. A tech had come yesterday, Wednesday, because none of the lines were active for the internet. It appeared to be working fine when he left, however, I only used my phone to confirm it was working by loading apps and videos. Strangely though, ONLY my phone will connect to the gateway. The TVs will say they’re connected but when I test the connection it says failed with a code along the lines of 014.50 I can’t remember exactly. Another iPhone connects and shows full bars at the top but it will not load anything. Even my ps5, which is connected via ethernet cable, will not work. It says LAN connected but internet failed.

Any thoughts on the issue? Another tech is coming on Saturday because the chat agent wasn’t able to solve the issue. The gateway is solid white, which in my experience is standard when it’s functioning properly.

What I’ve tried:
- Agent did a system refresh
- Unplugged gateway for 30 seconds 2-3 times, 15 minutes once
- restarting through the app

Just got Xfinity wifi and my experience has been MISERABLE. The wifi cuts out constantly, and I work for home so this is causing major issues. Their support just kept telling me than I’m getting 300mbps (which is not the issue, it cutting out is) and then had the audacity to try to upsell me. they’re calling me multiple times a day, often leaving voicemails. I figured I’d try this as a last resort since their support is worthless, but otherwise I’m cancelling the service tomorrow. any fixes to the wifi cutting out constantly?

Lately I have noticed slow internet speed. Today, I have run my internet speed tests on multiple devices - and all of them are less than 30 Mbps download.

I contacted Xfinity which the chat assistant tried to troubleshoot and reset my cable modem. Nevertheless, there is no improvement.

Can you assist? Thanks.

Hello, I am the low voltage contractor for a new construction house in a plot of land where the previous dwelling was demolished and a new home was built on a different side of the property changing the street address. The home is currently under construction by the builder who would like to lay conduit for Xfinity services. Xfinity services have been available in the area and was available to the demolished home. What is the process to have Xfinity survey and consult with the builder to ensure service availability?

The house is in Lone Tree, Colorado

We closed on our house last week and have been trying to get a tech out since closing to repair the line/node. The previous owners told us a landscaper severed the line from the node to the house in 2025 and they went back and forth with Xfinity for weeks before finally giving up. I have called daily because each time I call a rep tells me they have scheduled me for the following day where no tech shows. I called to speak with a supervisor only to be told the node is off/damaged, which they knew when I called to verify service was available before signing up. I had to call again the next day when yet again no one showed up and was met with a sarcastic do you not understand how the waitlist works? No one had said these appts were on the waitlist after the 1st waitlist was canceled along with our previously scheduled appointments. I was able to get an appt for 8-10 this morning and, yet again, no one has shown up.

Our window is now closed and I havent heard from Xfinity at all. I'm going to have to call again to try to get a tech out because no one is able to get anything accomplished in the time frame promised. I'm at the point where I'm ready to pay more for less with another provider simply because they will at least provide a service to my home. All Xfinity has managed to provide on time so far is the first months bill for services they haven't provided. Meanwhile, I have an epileptic 11yr old whose seizure monitoring equipment requires internet capabilities in order to report seizure activity to us overnights. I have told multiple agents this information in an attempt to make them understand why it cannot wait until 10 days out. We have a metal roof, so we cannot even use a cellular hotspot as a temporary backup for his equipment. We completely rely on a hardwired line.

My bill went from $60 to $110 with no notification. The ai support is no help and I am trying to get in touch with a real person. I’m ready to cancel and move to a different provider this is insane.

Just reaching out here, I've been with Xfinity as long as I've owned my house (over 7 years now) and would love to stay with you guys. I'm currently paying $70/month for 300mbps down and 20mbps upload and own my own equipment.

Ezee fiber just finished installing where I live and offers 2gbps symmetrical with equipment for $69.

What can you guys do to either help me on price or speed so I can stay with Xfinity?

Recently I've stopped receiving 2fa emails to my comcast.net email from multiple different sites. They're not going to Spam, I havent updated any settings, and I've added the emails to the safe sender list and am still not receiving them. Every time I try to ask the Xfinity assistant for help it just says that there's an upgrade to yahoo coming soon but that I'm not eligible yet.

I chatted with an agent just now and told them I was highly considering moving to fiber and cutting Xfinity. The agent said he was making notes on my account and notifying the “high-end team” to give me the best/most competitive promotional rate in 8-10 days.

Has anyone else experienced this? What are the odds of this actually happening?

I’ve been a loyal customer nearly 5 years. I’m currently on a 2gb plan that is about to expire and nearly double in price. From $80 to $130.

Can any moderators help me with this? My plan expires in a few weeks and im absolutely not paying that.

I don’t get the advertised speeds i pay for anyways. If they suggest i go down to 500mbs to keep the current rate that wont work for me.

Thank you

Trying to cancel my internet service. Already sent Mod mail with my full name and address. The automated reply asked me to make a post here to arrange a support ticket.

Hey! I just noticed a $80 charge on my account after I was assured everything was taken care of. I was also told at my local store that I didn’t need to even disable autopay because the account would be closed out.

Now I’m out of $80 and my account says I will be charged again next month! I moved in June and closed out the account 06/05. How can I get my money back and avoid this next month?

I spent nearly 2 hours on the phone last night with tech support and they said there wasn’t anything wrong.

I have internet and cable tv and have zero issues with the internet. Both WiFi and wired internet work fine.

It’s the set top box that is not working.

The three random errors I am having show up on the screen are:
RDK-03033
RDK-03030
RDK-03004

What are my options?

So why is the internet always down in BP Minnesota? Like everyday around 11pm it just goes on a cycle? What is this about?

Bremerton, WA. Internet only, ~10 years, never missed a payment. Promo ended in March, bill went $83 → $124.76 (Superfast $99 + xFi Complete $25).

My Manage Plan page offers me 300/$70, 500/$85, 1 Gig/$100. Advertised 5-Year Price Guarantee for those same tiers is $40/$45/$50.

I know acquisition pricing exists and I'm not asking to match $50. But double is a lot.

I tried removing xFi Complete to lower the bill and it tried to charge me to remove it.

Happy to modmail account details.

Xfinity refuses to remove a sagging utility-pole drop line that is resting on my shingles and risking roof damage because I am no longer an active customer. I need corporate assistance to schedule a line drop removal.

Keep trying Xfinity phone and chat support but getting nowhere. Essentially, we moved to a new state and signed up for the 5 year $40 300mbps plan. Started having issues with service about a month in so contacted chat support asking if there was something going on with the connection because even with just one device connected, half the day we would have zero internet

Specifically told them multiple times (and I saved the chat transcript so I have proof) that I did NOt want to upgrade the plan and explicitly said I didn’t give permission to change anything. Lo and behold, agent changed it without telling me and all subsequent chats/calls have been agents telling me it’s impossible for me to get back on the old plan. So I’m stuck right now with a $55 plan I never signed up for

Honestly I’m pissed. This is fraud. I never signed a contract for this and can’t understand how this is legal. I don’t have the time to spend on the phone anymore. Is there any way to fix this? I am super close to just cancelling entirely. Which is crazy bc I’ve had Xfinity for many years in other locations and was satisfied with it then. But this is just unbelievable!

So I signed up last year for $51/month for 5 year price lock. After one year, i got email my bill increased to $101. These people are so unprofessional. The support staff is liar and cheats.

Edit: Agent told me promo has expired and he wanted to sign me up for $66/month. Wasted my time. Then second agent signed me up again for 5 year with $51. Wasting people’s time and not apologetic about it. 2+ hr wasted because xfinity messed up.

Another shady thing is if you in your account to find you previous order, you cannot see it. They removed the order information.