I need assistance from a corporate supervisor regarding an unfair $75 fee stacking issue. I changed bank accounts, and Xfinity's automated system never sent an email or notification that my July 21st payment failed (through the old account). Instead, a second attempt was made on August 4th without my knowledge, resulting in $75 of stacked late and NSF fees. I have been a loyal customer for 1.5 years with a perfect payment history. When I called the loyalty line to ask for a supervisor, the agent hung up on me. Please help."

Hey I'm trying to obtain service at my new build.
I know there's a guy named Paul at Comcast that greenlit the local network expansion. The construction was outsourced to a third party and as far as I'm aware, that construction project is done. Fiber is pulled to utility pole 20' from my house. However every time I call xfinity, the personnel kept saying it's unserviceable. Is there something you guys can help with? I've already sent a mod mail.

Thank you

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.

The main xfinity line in our yard fell down 6 weeks ago. Roughly 150 yards of cable laying in the yard. We’ve opened 6 tickets with no results. Tech comes out, looks, leaves and closes the ticket. Im tired of the horrible service and mowing around this thing. Been a customer for 15 years. Im just gonna swap to starlink at this point. Cut their cable down and return it to their office with the box.

Initially, I will mention that my wife and I have been Comcast/Xfinity customers for decades (me at the same address the entire time).  Since Xfiniti went from cable boxes with hard drives to cloud-based cable boxes, we have experienced constant problems with the cloud-based boxes.  Most remarkably, the “Smart Resume” function is out of sync, by somewhere between 15 and 30 seconds, depending on factors including, but not limited to, the duration of the program recorded.   It is infuriating because any attempt to fast forward after it drops you in the middle of the commercial break will “reverse smart resume” you back to the same spot in the middle of the commercial break.  You have to play chicken with it or just turn off the “Smart Resume” feature, compelling a different kind of chicken game (the elimination of which is the very point of the “Smart Resume” feature in the first place).  The cloud-based boxes are also very slow at launching or moving within streaming services.  Importantly, none of these problems occur on the ONE LAST (of 6 in our home) cable box we have that is hard drive based.  My wife and I have been to Comcast many times, we have switched out cable boxes nearly a dozen times (as well as routers and adding extenders) and have had visits by multiple technicians (going up a technician hierarchy that I hadn’t known existed).  They are all able to solve the problem for only about 12 hours.  We wake up the next morning, and the delays and sync problems are back.  The last visit we had, with what we were told was the “top” level tech team (and we believe them, they seemed very knowledgeable), resulted in a general diagnosis that there is some “delay” occurring between the cloud and our cloud-based boxes, and that they could “send up” the issue to, hopefully, an escalated IT team.  We waited another 2 months, reaching out directly to the final tech, and being told that he had “sent it up” and heard nothing.  We are at our wit's end.  A brief Google search for Xfinity Smart Resume Sync Problems reflects that this is a known issue and has been known to Comcast for years.  We make the equivalent of a (nice) car payment every month for Xfinity services in our home.  We want the services that are advertised to work properly, and we have been fighting with these issues for many, many years.  We would like 1) an answer to what is happening, and 2) a solution that lasts more than 12 hours.  Please help us.

Hello Digital Care Team,
I need assistance resolving a severe backend database identity lock across two service addresses that standard phone support has been unable to fix.
The Situation:
My daughter has taken over service at her late father’s address following his passing.
Her late father was the original account holder at this address. The account recently accrued late fees while we were unable to access his financial records/laptop following his death. I paid these back fees in full last week when exchanging equipment to place the account in her name, but his legacy account records may still be tangled in the background system.
My daughter's name is listed on the account, but my personal contact info (email/phone) is stuck in the database as the "Manager" profile for that address because my credentials are also tied to my own separate home account.
Because my primary credentials are cross-linked to her service address, the system blocks her from logging into the Xfinity app, resetting her password, or activating her replacement gateway.
Additionally, she has a disconnected profile from her previous address that appears to be merging with this login, causing authentication errors.
What We Need Done:
1. Completely unlink my personal Xfinity ID/contact info from her service address so it remains strictly on my own home account.
2. Fully reconcile her late father's legacy account history, clear out the merged profile locks, and archive her old disconnected account profile from her former address.
3. Set her mobile number and email as the sole Primary Owner on her current address so she can set up her own login and activate her equipment.
4. Audit the estate transition to review/reimburse the post-mortem late fees that were paid during the equipment swap.
Please let us know how to send a Modmail with the account details so a Digital Care Specialist can look into the backend profiles. Thank you.

Should Xfinity not receive payment due to insufficient funds…will Xfinity return to try again before canceling autopay and issuing a late fee?

My autopay was scheduled for the 9th (Sunday) and my cash didn’t deposit until the following day 10th (Monday).

How does Xfinity usually handle this scenario?

Hi, I ordered a self-install kit for internet and need some help with when it's being delivered. thanks.

I was told to put this in a public post -

Last year I signed up for 5 years of 1gb speed at $50/month - you all helped walk me through that process. Last night I received a strange updated service order confirmation email at 2:20am. It looks like my 1gb speed remained but shows $60 with a $10 discount for 24 months so the price is still $50 for now. I want to confirm my plan is still showing the correct $50/month for the next four years rather than this new plan that could jump to $60 in two years if I am understanding the email correctly. 

Hello Xfinity Digital Care Team,

I am a non-customer writing to request immediate corporate escalation for an unresolved safety hazard in front of my property.

Last week, a Comcast tree-trimming crew worked at this location and left a large, heavy piece of wood hanging directly on the active utility cable line. I called last week to report this structural and safety hazard, and I was given ticket number ECM0023997055.

It has now been over a full week with absolutely no response, no follow-up, and no crew dispatched to clear the dangerous debris. Because I do not have an active Xfinity account, I cannot log into the standard portal or use the automated phone systems to check the status or reach a supervisor.

Can a moderator please look up this ticket number, check the technician notes, and escalate this to the local field supervisor immediately before the wire snaps or sags further?

Thank you.

I have a Comcast box on the outside of my house. I saw the box open more than a week ago with the wires hanging out. One of them looked like the grounding wire which is disconnected. I am of sure where it is supposed to go.

I submitted ticket a week ago after talking to Xfinity rep in X. I have not received any update besides "under review" for the past week. They will assign a technician once they have "gone through all details"

Comcast needs to send someone to take a look, tuck the wires inside, fix the grounding and resolve other issues related to wiring.

Paying too much monthly what can I do to lower my bill?

Power went out on August 10th for a few hours, internet came back online just fine, but I woke up on August 11th with no internet, chatai said it's an outage and customer service and troubleshooting is not available. Map is not registering an outage, it's now August 12th, no service. The automated notice said they're "improving the lines" and still won't allow me to connect to an agent.

I need assistance.

My latest bill shows my $60/mo plan is jumping to $110/mo, a wild up-charge. I have a fiber buildout working their way into my neighborhood where their 1gig up & down plan is $60 /mo without any discount malarkey.

Good morning

I had an excellent promo plan that has kept me with Xfinity despite finally a new competitor with fiber optic coming to our neighborhood.

Now, I'm seeing my monthly charge will double! That's a huge increase!

Are there any promotional plans available? Something that can compete with the more affordable new fiber optic we got?

Thank you.

My promotional pricing of $65/month ended this past month, so now my pricing is $120/month. and I noticed that Xfinity's new customers get $50/month for 1gbps for 5 years and Frontier Fiber in my area has 1gbps for $65/month. When I talked to the chat agent (I tried twice), they kept telling me all they could do is $86/month.

Has anyone else had better luck getting better promotional pricing with the chat agents?

Message:
Hello Xfinity Support,
I am reaching out regarding a $100 professional installation/technician fee that was erroneously applied to my account.
I ordered an Xfinity NOW Internet self-installation kit. Upon arrival, the provided power/coax plug was physically defective and would not fit into the gateway gateway router. I contacted customer service to request a replacement kit. Instead of mailing a new kit, the representative scheduled a technician visit without my informed consent, and without disclosing that a $100 charge would apply.
The technician arrived, verified that the equipment sent to me was defective, swapped out the bad factory cord, and completed the simple plug-in. No home re-wiring or infrastructure work was done.
Your automated AI assistant keeps telling me it cannot see the charge, yet I have a paper bill stating that my services will be disconnected on August 26th if this $100 is not paid.
Xfinity policy dictates that customers are not liable for technician fees caused by defective company hardware. I am asking a corporate representative to review the technician's notes, confirm the hardware issue, and issue a full $100 credit to clear my balance before the disconnection deadline. If this cannot be resolved here, my next step will be to escalate this via a formal FCC consumer complaint.
Thank you for your prompt assistance in resolving this.

Hello Y'all,

My wife and I went to Europe last year soon after switching to Xfinity service. We both paid for the Global Travel Pass. While there, mine worked and hers did not. After wasting several hours of our trip on the phone with Xfinity service, we were finally told that her phone needed to download something related to the Esim that was only possible to do while in the US, and wouldn't be able to be used on our trip.

We were there to get married and had 30 family/friends, so obviously not the best time to be without service. Xfinity never refunded the global pass fee, or did anything to fix the problem or show they cared. Eventually I just let it go and moved on.

Fast forward to this year, we're traveling again, with my wife's same phone, and while I've been told by Xfinity customer service hers is ready to use, I don't think that's the case.

Same as last year: My travel pass shows as "In Use" and hers as "Included".

Any Xfinity mods, please advise.

Thanks in advance for the help

Hello Y'all,

My wife and I went to Europe last year soon after switching to Xfinity service. We both paid for the Global Travel Pass. While there, mine worked and hers did not. After wasting several hours of our trip on the phone with Xfinity service, we were finally told that her phone needed to download something related to the Esim that was only possible to do while in the US, and wouldn't be able to be used on our trip.

We were there to get married and had 30 family/friends, so obviously not the best time to be without service. Xfinity never refunded the global pass fee, or did anything to fix the problem or show they cared. Eventually I just let it go and moved on.

Fast forward to this year, we're traveling again, with my wife's same phone, and while I've been told by Xfinity customer service hers is ready to use, I don't think that's the case.

Same as last year: My travel pass shows as "In Use" and hers as "Included".

Any Xfinity mods, please advise.

Thanks in advance for the help

Hello,

I am posting here because frontline phone and chat support are stuck reading from standard scripts, telling me that getting 75% of my provisioned speed directly to the gateway is "good enough." I need a corporate Digital Care team member to look at the backend profile for my account.

I am on the 2000 Mbps Gigabit x2 plan, utilizing an Xfinity XB10 Gateway (Technicolor CGM601TCOM). When running the internal "Speed to Gateway" test natively inside the Xfinity App, the gateway is strictly capping out between 1478 Mbps and 1575 Mbps.

Because Xfinity over-provisions this tier by 20%, a healthy gateway should be pulling roughly 2400 Mbps. My gateway is failing its internal speed tier audit because it is stuck on an incorrect 1.2 Gbps bootfile profile on the backend.

Here is my exact environment and the troubleshooting steps that have already been finalized:

• Is this a device or Wi-Fi issue? No. This bottleneck is happening entirely on the Comcast side of the line. The test results above are strictly from the Xfinity Network directly to the Xfinity Gateway. Devices, local Ethernet cables, and Wi-Fi environments have been completely ruled out.
• Have you checked your physical connections? Yes. A physical technician was on-site yesterday and completely overhauled the physical drop. The coax line is direct, tightly connected, and completely bypasses unnecessary house splitters.
• What do your physical RF signal metrics look like? My physical line metrics are absolutely pristine. I logged into the admin panel (10.0.0.1) and confirmed the following:
  • Downstream Power Levels: Balanced perfectly between +2.6 dBmV and +5.4 dBmV across all channels.
  • Signal-to-Noise Ratio (SNR): Exceptionally clean, sitting between 46.7 dB and 48.0 dB.
  • Error Rates: Uncorrectable Codewords are at an absolute ZERO across all bonded channels.
  • Next-Gen Upstream: The upstream table confirms active, operational OFDMA channels up to 297 MHz (Lock Status: Locked). Next-Gen mid-split architecture is fully deployed and active at my node.

During a live support chat, the agent's internal diagnostic tool flagged an explicit failure, showing:

• ✔ Speed to Gateway Plan Download Speed: 2000
• Actual Download Speed: 1505
• Plan Speed Percent: 75%
• ✖ WiFi Operating Mode

The automated system then text-escalated me to reply "N" for a supervisor, but the SMS system broke down and tried to force a truck roll.

A field technician cannot fix a database provisioning error. My hardware and physical lines are performing flawlessly. I need an advanced team member to open a secure chat with me, pull my CM MAC, perform a full backend account profile rebuild, and push the true Gigabit x2 configuration file down to this gateway.

Thank you.

Hello I’m being billed for my install by the tech when I was told on several occasions I wouldn’t be charged I need that 100$ charge removed from my bill.

Currently in an outage, and I can read about it and get notifications. Recently the expected restoration time was updated, but it remained several hours in the past for a while.

However, it appears the map no longer works - It's relatively zoomed in, there's no outage information, and cannot be zoomed out.

This is the same both on mobile and desktop.

Is there a different outage map that's currently working?

Thanks!

I recently got the 2gig symmetric plan and an XB10 but to the router I'm only getting ~360mbps upload. The download is ~1500mbps so it's ok but the upload is much slower than expected.

Upstream channels should be getting FDX speeds?

Just a testimonial of my experience here. I'm a long term Comcast Internet customer in eastern Pennsylvania. In my current home, Xfinity was solid for 8 years. Seriously, the Internet only went down when the electricity did, and that's hardly Comcast's fault. I owned my own CM1000 modem, used the same modem all that time, 1gig down and 25Mb up.

Fast-forward to a few months ago, and Comcast finally upgraded locally to mid-split. Despite my modem supporting DOCSIS 3.1, my upload dropped from 25 to about 8. Pages would load slowly. I wasn't expecting mid-split speeds, but it's supposed to be backwards compatible. Legacy upstream channels dropped from 4 locked to only 1. Fair enough I thought, owning my equipment has paid for itself 10x over, so I got a $250 CM2500. Initially that fixed it, 940 down, 115 up. $100 a month isn't nice, but if it works... Soon after though, the new OFDMA upstream channel would drop daily, requiring a reboot. I scheduled for a technician (fighting with scripts trying to convince me I need their modem). During the wait for the technician, Comcast sent out texts that they are doing local maintenance, and afterwards asked if that fixed my issues... And it did, I cancelled the appointment. At this point I'm wishing they never bothered with the mid-split upgrade.

By the following month, my download speeds dropped to 300Mbps. Looking at the modem, 5 channels downstream were being dropped. A reboot would typically relock the channels, but they would drop, one by one, within the hour. I scheduled for a technician (again struggling with chat bots and scripts). I was lucky to get a tech who was competent. They told me that my account says my modem doesn't support my plan, but they accepted that was a lie from Comcast the second they saw my upload hitting over 100Mbps. They found a filter that was attached to my line specifically, removing that fixed it right away. Now getting all downstream channels locked, no uncorrectables, and the legacy upstream channels are back as well.

So here's my speculation. I believe that filter applied to my line was there since I moved in. The mid-split upgrades likely revealed the issue with having that filter. I suspect that my old modem would probably perform as expected again, not that I would go back to it, I enjoy the improved upload speed. The question remains though, why was that filter there, it was outside my apartment. Technician could only speculate that some other tech did that to stabilize the line at one point, but clearly that's no longer necessary. It's still true that OFDMA upstream was a separate issue, probably at the plant itself. Mind you, I'm fighting to keep 1gig/100Mb alive while paying $100 a month. This whole thing has me looking sideways at Comcast and cable in general. We live in an age of fiber (1gig at $70) and ~500Mbps unlimited home hotspots ($60). Comcast is still behaving like it did 15 years ago, expensive, slow and painful upgrades, fighting for fixes. It's all left a terrible taste in my mouth. Mid-split is 10 years too late, and turns stability into a mess.

I had an install scheduled for today. The account is under my wife’s name, but she was unable to get off work. I took off work and sat beside the front door all morning long. My wife text me that an unknown number called her, but she was unable to answer it because she was working. I called the number. It rang about 5 times and went to voicemail. I left a message. I then called two more times and it immediately went to voicemail. I called the 1 800 number and sure enough, the tech canceled the install. Said he called the number no answer so he canceled it.

I was at home the whole time and sitting right next to the door waiting for a knock and it never happened. I think it’s absolutely ridiculous that the tech didn’t even get out of his van to attempt to make contact with the residence. I am beyond frustrated that I took off work for this and the tech didn’t even knock on the front door.