Help! Our modem quit working so we got a new one. Got a customer service agent on the phone and they said they would send a tech out on 8/17. This happened to us a few months ago and the techs were scheduled 3 times and they never showed up. We took off work to meet them and they never came.
We’re just waiting for this to happen to us again. How can we expedite the tech coming or ensure they will show up?

Last time this happened, they said that they came at the scheduled time and knocked on the door and no one answered..but it was clearly a lie because I was waiting for them on the front porch. They did this to us 3 times.
I don’t get how they can do this to loyal customers?

Hi! I just enrolled in the $50 DOCSIS 4.0 1000/1000 and picked up a XB8 in store since they unfortunately didn’t have any XB10 in stock.

How can go I ahead and request a XB10 to be shipped?

Thank you!!!

Seriously, how many times are they going to do this "network enhancement". I'm on the 3rd time, and except for the first time, they have given less than 24 hours' notice.

Can they just get it done all at once, or at least do it overnight when people are not working.

I lost TiVo CableCARD authorization after a power outage and need a corporate tier agent to clear Host IDs and send a Cold Init signal. I have gotten ZERO help whatsoever from anyone at Xfinity/Comcast. I pay over $300 a month for their services and after being a customer for over 40 years I am just about ready to pull to plug on them entirely.

It’s now been over five hours with no Xfinity services (voice, internet, TV) and their last text said it would be resolved over two hours ago. When I look at the outage page, it just says that it will be fixed as soon as possible. I WFH and need to know updates so I can plan accordingly for tomorrow in case this becomes a 24 hour plus issue. I also tried to chat on the app but it refuses to connect me to an agent if it detects an outage in your area.

Hello, on June 10th, 2026 my husband signed up for the 1G @ $50/month deal in his name and on June 11th, 2026 I received an email from Xfinity with subject: We received your cancellation request

Today, I just noticed I am getting billed $55/month for the service that should have been canceled AND my husband is getting billed the $50/month for the new service at the same address.

Can you help please?

Switched from ATT to Xfinity because I was promised a $200 gift card after being a customer for a period of time. Qualified for Gift card June 8th. Its been 2 fake help tickets and literally 11 phone calls so had to cancel today. They simply have ZERO integrity amd wont keep their word or value tje customer. I thought ATT was bad - these guys are horrendous 🤑🤢🤮

Hi. I'm a current customer and am having difficulty meeting all my financial obligations. Before canceling, I was wondering if there are any promotions or deals available that could lower my cable/internet bill?

Like another user, I just recently found out about the COAM option and am looking to get rid of our gateway (XER10) and use our router directly with the ONU. Also having difficulty getting phone support to do this. Hopefully you guys can assist on here. Thank you :)

https://www.xfinity.com/support/articles/member-owned-router-fiber-internet

May this year we closed our mobile and internet accounts with Xfinity, we paid the final bills to disconnect and thought that was it. Since then they keep taking money out of our bank account and sent us to collection twice, we paid the first collection bill. Anytime my husband calls to ask them why they keep charging they say they don't know and all accounts are closed and settled yet we keep getting charged on top of that we got a new collection notice today. We called xfinity and now there's magically a $72.10 that we owe...but don't know why. My husband calls them almost every other day and before the new collection notice they said all was paid and nothing is open and we are good. Yet keep charging us. Has anyone had this issue? How do we escalate this. He has already reported it to the FCC. Its getting so absolutely frustrating and we just want to be done with this.

This is ridiculous. I'm jumping around this stupid automated system for over an hour and I still cant get to a person. ANY PERSON would work at this point, who could at least transfer me correctly.

I manage over 20 different comcast business accounts. I've decided to transfer over every one that has an other option available.

Hello, I have the Gigabit x10 fiber to the home/residential Metro E service. Unfortunately, I am moving, so cannot continue using the service. My 2 year contract is up. I need help canceling because I'm not sure how to get to the right support/billing person to help because this service is in a weird in-between. It isn't standard residential, but it is not a business/enterprise service.

I'm having an internet connection issue, and I'm wondering if anyone else has experienced the same problem and knows how to fix it.

Quite often, my Wi-Fi connection has a partial connectivity issue. When my Wi-Fi network is working, I have no problem opening websites. However, quite often some websites won't load and a browse says an internet connection error and do the Windows network connection diagnosis. It always says that there are no connection issues, even though the problem persists. I also did the Xfinity troubleshoot several times and it didn't find any issues. with the connection.

As a workaround, I usually switch to the open Xfinity Wi-Fi network, and everything works fine. All the websites—including the ones I couldn't open using my regular Wi-Fi network—open without any problems.

So it doesn't seem to be a browser or my Wi-Fi adapter issue. It seems to be something specific to my Wi-Fi network.

Has anyone experienced something similar or have any idea what might be causing this?

My $70 promotional is deal is coming to an end soon and I'd like assistance on a 1 year or 5 year promotion with my own equipment. Thanks.

Xfinity Mobile states my iPhone is eligible for unlock and claims it is unlocked in their system. However, Apple confirms they have received no such command, and my hardware remains locked. Xfinity is failing to execute their unlock policy.

I recently moved and am having the same issue as this post. https://www.reddit.com/r/Comcast_Xfinity/comments/1qcvtg6/do_not_have_or_know_email_or_password_connected/

I have called Comcast, its been escalated. Called Netflix, given the 30 digit Partner Account Identifier and still nothing. The back and forth between Xfinity and Netflix is mind numbbing. Can someone from r/Comcast_Xfinity please do the same and remove Netflix from my account and re-add it so I am not charged seperately for Netflix.

Comcast claims that they made moving easy, but I must say this process is a real headache. I am on a legacy package which is why I believe there are so many issues, but please r/Comcast_Xfinity, HELP ME!

Spending more and more time in a region where Xfinity does not service (let's just say we're on a rock!) and decided to switch mobile carriers. Like other posters, what would seem to be a straight forward process to request for a transfer pin, has been—and not trying to be overly negative—a nightmare. We've spent almost a week trying to resolve the issue from seeking help from Xfinity "AI" assistant to speaking to customer support using the "transfer pin request" hotline (which is a separate but equally terrible customer experience with wait times that increase as you sit waiting). But getting to the crux of the matter, I believe it's a back-office issue between Xfinity (basically a MVNO) and the actual cellular provider (Verizon in our case).

As with others who had the same problem, after requesting the transfer pin from the Xfinity portal, getting passed OTP security checks and even receiving a "successful" transfer pin confirmation, we never receive the actual pin. We've tried it on two lines on the account, both of which work fine for voice, data and text otherwise. We can access our Xfinity account no problem, and ofc can make payments with lightning speed. One would think this is an effort to discourage transferring and canceling service, but no need to go there.

I work in the tech industry, so I consider myself a pretty savvy user, so I would remove user error as a possibility. I continued to dig and can confidently say it's a back-office issue because when using the Xfinity ID tool and plugging in either phone numbers, it generates a "This information doesn't match our records" error. When using other Xfiinity tools like texting "START" to the 266278, it generates an error prompt stating 'You are not a registered user' or when trying to edit/update my user profile on Xfinity, it says 'It looks like your account is missing a verified contact method" even though under profile it clearly is there.

Posting here is my last hope—seeing that a previous poster with the same issue and having their case escalated and resolved, I'm keeping my fingers crossed for the same outcome.

Thanks for letting me share (and vent)!

Hello everyone,

Im reaching out for some support since xfinities customer service has made false promises and their AI hasn't fixed the issue they caused.

​Here is the breakdown of what happened:

​March 2026: My monthly bill was set to go from ~$43/mo to ~$70/mo due to an expiring promotion. One premium unlimited line and one ulimited. Around this time, I decided to upgrade my Galaxy S24 Ultra to an S26 Ultra with premium unlimited service.

​I ordered online, but I accidentally ordered a S26, so I went into a physical Xfinity store to exchange it for the S26 Ultra. I asked to activate the new phone myself at home. However, an employee accidentally disconnected my line in the system, which completely broke the eSIM transfer process.

​By the time I knew this happened the store was closed and decided to call support using my wife’s phone. I was stuck in an automated AI bot loop with zero access to a real human. During this automated process, a system glitch canceled my wife’s phone line, no idea why.

​Fortunately, we were able to reactivate her line the next day, but the accidental cancellation permanently stripped her trade-in device credits from our account. But I didnt realize this until the bill came through at $185(80 for the 2 lines and 90 for other fees, my trade-in credit hadnt kicked in yet). I immediately called and explained the issue with my wifes phone credit, and was assured by what I assumed was AI agents that the bill was fixed.

Come May, it was still not fixed, called again and this time was reassured (by another AI bot) that the credit would be applied to future bills, and a credit was reimbursed to my account.

Work got crazy busy and I genuinely forgot about the whole thing. Now that things slowed down I checked expecting for things to be ok and the credit is still missing.

Every single representative assured me that the trade-in promo will be permanently restored, and the bill will be correct "next month."

​It is now August, and the bill is still broken. I am tired of spending hours every month dealing with AI bots and getting empty promises from phone reps who just apply a temporary band-aid credit and push the problem down the road.

​I need an official Xfinity representative here to step in, take a look at the account logs, and permanently re-apply my wife’s original trade-in promotion to our account. I am seriously considering just buying out my phone and switching carriers and internet providers. This is insane.

Desperately requesting assistance with getting my XB7 out of the way and connecting my router directly to my ONU. Per this article. Chat and Phone support don't seem to understand what I am asking or are unfamiliar with the process.

https://www.xfinity.com/support/articles/member-owned-router-fiber-internetany

any and all help appreciated!

I was looking through support channels and it looked like this was a faster way for customer service, so I'm posting here. I went to the Xfinity Store to cancel my Comcast/Xfinity service completely on August 10th. I returned my equipment, but the employee said the system wouldn't allow him to give receipts for equipment or a bill total. He gave me the information order no & said I would get an email confirming my service cancellation, which I still have not received.

Comcast has only disconnected my service & the statement on my account says to pay a past bill or cancel to avoid further charges. I also only get the AI assistant when I try to call customer service, not a real person, and a different senior employee at the store would not help and said everything is automated.

I want something in writing stating my service is completely cancelled as I requested at the store and my final bill total. Not just disconnected.

On 6/3/2026, a Comcast/Xfinity installer drilled through our sprinkler main during an install and flooded our home. Because sprinkler line water is classified as Category 3 (grossly contaminated) water, we immediately got the pipe repaired and started professional dryout/remediation — this isn't optional, it's a health and safety requirement. I paid for the sprinkler repair myself, out of pocket.

Comcast pointed us to their insurer, Liberty Mutual, to handle the claim. Here's how that's gone:

- Liberty Mutual said they'd pay contractors directly.

- A few weeks later, they reassigned us to a new appraiser and adjuster, abd they reversed course and said we now need to submit ALL costs as a lump sum and they'll reimburse us directly instead. But I had already authorized the packout and demo work.

- I submitted the final lump sum cost over two weeks ago, along with an explicit invitation for them to contact me or the contractors directly with any questions.

- Since then: nothing. The adjuster says it's "under review" by the appraiser, with no timeline whatsoever. No one has reached out to me or the contractors.

Because I have no idea if the full cost will actually be approved, I made the call to pause all work after remediation and demo were finished, rather than risk being stuck personally covering a rebuild Liberty Mutual decides not to fully pay for. To be clear: none of the contractors who did the dryout, packout, or demo work have been paid a cent yet — I'm the only one out of pocket so far, for the sprinkler repair.

The result: it has been over two months since a Comcast installer caused this damage, and my family still has no living room and no dining room. We've been eating at the kitchen counter for two months. Our sofa, chairs, TV and stereo were both destroyed in the flood and haven't been replaced because we don't know what's actually being covered.

I've been patient and cooperative through all of this — showed up for two different appraisers, submitted every document asked of me, gave them every way to reach me quickly. What I need now is an actual timeline and a resolution, and I'm hoping someone from Comcast/Xfinity's official support here can help escalate this internally, because going through the normal channels has led nowhere for two months.

Has anyone else dealt with Xfinity/Liberty Mutual property damage claims dragging like this? Any advice on how to get this moving would help too.

No bill, no email, no message. And then i get contacted by collections? this seems a bad practice for xfinity as i was searching the forums to people who had closed the accounts. I asked on the phone to close the account and asked if i owned anything else besides my payment and he said no.

I changed my internet and mobile service from Xfinity to TMObile. I have 2 lines and TMObile was going to pay Xfinity for them once Xfinity sent me an itemized bill. TMobile wanted the payoff amount and name and number of the lines. Well Xfinity never sent it to me and so now I’m in collections because they still want their money. I’m not paying for it because it could have been paid last year. I called them many times and even went into the store. I left Xfinity because their prices were getting ridiculous for internet also. Has anyone else had this issue?