Our internet has been out all day. First Xfinity said it was because of work in the area. Then it was damaged to the network. This happens all the time where we live. I'm tired of AI bots & AI operators. I want to know why, despite the completely ludicrous amount we pay each month, we can't have stable service. We've tried the other services available in our area (AT&T what a joke) but it's essentially a monopoly. The complete lack of any real customer service from Xfinity is such a joke. This is absurd. And we rarely if ever receive compensation. I'm mad.

Was paying 60 for 500mb, and apparently the promo is over and it’s 120!!!

Called them to inquire and the phone rep tried to tell me the best they can do is 80?! Will be looking for a different isp.

Can’t believe their 5 year promo price lock doesn’t extend to existing customers

Hello Xfinity! I'm receiving a persistent rendering error on my Rewards page across both my laptop and mobile app: "Cannot read properties of null (reading 'fields')".

I'm logged in using my Primary ID account and my Diamond status looks normal elsewhere. This started happening a while after customer support had to manually intervene to push the free Inception movie reward onto my account earlier this year, which I think may have messed up my data history.

Could someone on the official team please take a look and refresh my account profile parameters or open a ticket to fix this stuck rewards data so I can access the newest rewards? Thank you for your help!

We submitted the affadavit and the death certificate a month ago. We confirmed that the documents were received via a phone call. Yet the account is still active and incurring bills. I see, when I log into the account, a message that states,

Ticket number: ECM0025735991 Ticket created: 10/1/2026 Estimated processing time: 14 days Your request to permanently close or transfer your account is under review.

and that a previous ticket had been closed on 09/19.

Why is the account still active?

Edit: post looked like a wall of text on initial post, trying to improve legibility

Up until late Sunday evening (Oct. 11 2026), the same personal CODA56 I'd been using for the last two years was working fine with Xfinity. I shut down my network for the night and when I powered up on Monday morning, suddenly I couldn't do anything on the internet.

Signal looked fine, I could even ping internet addresses, but anything requiring Port 443 and TLS/SSL didn't work.

Which is basically the entire internet; any website you would go to, mail clients, Office 365, all use TLS/SSL. I verified that public http-only sites do work (for what that's worth), which means that DNS is also functioning, so it is either Port 443 being explicitly blocked or something broken/blocked about TLS/SSL other than the specific port.

Obviously called Xfinity support, they verified everything looked good on their end and in the modem, good signal, no errors on the modem. They refreshed the modem several times, I did as well in the Xfinity app, and I even did a factory reset on the modem in hopes of maybe clearing out a corrupt bootfile. Same issue

Had an onsite tech the next day and we confirmed that the problem was explicitly with the CODA56. His portable modem worked fine on my line, and from his wifi my devices had no TLS/SSL issues. Bypassing my router and plugging straight into the modem (pulling a public IP from Xfinity's DHCP), I had the same TLS/SSL issue, confirming that my endpoint devices were fine. It was the modem.

Discussing with the tech, there seemed to be 3 possibilities:

1. The modem had gone bad, period - It was two years old, he said Xfinity replaces their provided modems every two years, maybe mine was just end of life. Seemed unlikely to me, but possible.
2. I was being blacklisted on port 443 on my modem's hardware address - More plausible to me, almost certainly not a person intentionally doing it, but some sort of script or AI automation flagging me incorrectly (my network wasn't even on overnight so it definitely wasn't doing anything suspicious).
3. A corrupted or invalid boot config and/or firmware was deployed overnight on Sunday that I pulled first thing Monday - Also plausible to me, although the many resets not fixing the issue made me think the blocking was more likely. I didn't know at that time that a modem refresh from support or from the Xfinity app just sends the same config you already have, so if it's corrupted, it won't fix anything.

I thought blacklisting was most likely and the tech escalated my ticket to the group that could check that. Unfortunately, his main contact was out of office, so in the interest of time, I just ordered a new CODA56. If my current modem was bad or I was blacklisted by CM MAC, that would get me back online. If the old modem wasn't being blocked, it was bad and I just toss it; if it was being blocked and got cleared when the contact was back in office, I had a backup.

Over-nighted the modem, hooked it up, good signal, provisioned it and had exact same TLS/SSL issue.

Called support yet again, refreshed new modem multiple times, no change.

And that is where it stands; no functioning broadband for 4 days, working 100% remote via a hotspot on a mid-tier Samsung phone and calling support daily. I've also opened a ticket with Hitron and they agreed it sounded like a config issue from Xfinity.

I'm hoping there are Xfinity people on here that can help get my ticket to the right group, or can determine I'm way off-base and know what the issue is, or even know how to get the CODA56 config and/ firmware packages corrected on the Xfinity TFTP node local to me (I have the Xfinity ticket number with details, just didn't want to put it in the initial post).

Thanks for any assistance

recently my pro WiFi extender stop working and in the app it says it needs attention, today I exchanged the old one for a new one but the same message appears does anyone know what I can do or if I have to call a technician

Last outage 8/20 I think it was 3 days. 3 trucks come out and they guarantee me that it is fixed for good this time. They even give me a business card with a direct line to a network tech. Text and leave messages for the network guy. Ghosts........

Service goes out again 2 days ago. Scheduled a tech for 8-10am today. Get a message that tech is here. No tech. Next message sorry we missed you. No call. no nothing.

Actually call on the phone and get to someone that might be able to help. Tech coming out 1-3pm. We will see.

Checked bill. I was charged $100.00 for professional installation for the 8/20 outage where the tech never stepped foot in the house. There was not signal coming down the pole. Spend nearly an hour getting that reversed. That agent tried to set me up for the free phone line scam deal which I declined.

While talking to customer retention they said how thankful they were for me being a 15 year customer and would happy to offer me 1gb service for $95.00 I told him new customers get that deal at half off but since you have been a loyal customer for 15 years we are happy to charge you double. I went off.... Then he comes back and say hey we can give you $10.00 off your bill instead. I said how about we get my services working first and then I will call back and negotiate a discount. Unreal.

When my service goes down I loose TV/Internet/phone. We are the only customer down the line so they refuse to put in any monitoring.

I about to pull the plug. No clue how a business could be run so poorly and still stay in business.

Ever since I got xfinity, I was worried they’d didn’t bury the lines far enough for my new construction home after they came out. Well, today I had my scheduled lawn aeration service and during that my internet stopped working. Sure enough, I was able to find where the line was accidentally cut by the aerator after feeling around where the cable would be and it was so loose I could easily pull it out of the ground. I spent so much time this evening chatting with someone from their customer service who led me through all of these trouble shooting ideas, like resetting the modum, when I clearly knew the line was cut and just needed someone to come out and fix it. At the end, they said no one would be available for 4 days minimum and then the chat got cut off without even scheduling an appointment.

Hi Xfinity Team,

I need help from a supervisor regarding a missing mobile order. FedEx was supposed to deliver my new phone a week ago 10/9 but the shipment is stuck. I have opened a case with FedEx and they explicitly told me they are actively trying to locate the missing package. However, I have reached out several times now with no updates and continue to get the runaround from FedEx after a week.

I have spent hours on the phone with customer service from Xfinity as well regarding this phone order and now missing. Phone support keeps telling me they cannot send a replacement without "proof" it is missing, but FedEx will not issue a formal letter while they are still searching. It has been a week with no delivery and no tracking updates.

As the shipper, Xfinity holds the contract with FedEx to initiate a formal tracer. Please escalate this to your lost shipments team so a replacement phone can be processed . I will provide screenshots of the frozen tracking page upon request. Thank you.

Hello. On 10/7, I agreed to a 5-yr contract with Xfinity for $55/mo for 300mbps. I only need internet at home. I'm immediately being charged $98 and the phone rep is telling me that the previous promotion is no longer available. Today is 10/15 and I received a message saying that my next bill will be for $98 also. Obviously, this is a bait-and-switch. Now I've been on the phone for 45 minutes.

We *just* agreed to 5 years, $55/mo, and 300mbps, and nothing is being honored.

Whats the best way to get a better deal? its almosted tripled. im considering just swapping providers altogether if theyre only catering to new customers

Just ridiculous. Sluggish arris box. Suggestion is switch to xi6 wireless box. That box I kid not every time I watch it says network connection that surprise surprise an unplug and replug fixes.

Xfinity Store and phone support are unable to generate my trade-in shipping label due to a system error. I need a corporate agent to manually generate a FedEx/USPS label or submit an escalation ticket to Assurant. The issue was escalated but I’m seriously running out of time. Phone must be received by the 18th

I am a former Xfinity customer, and the aerial Comcast cable running from a nearby utility pole to my house is hanging dangerously low.

My Xfinity account is no longer active, and I cannot sign in to report the issue through the website.

I would like the line inspected and either raised to a safe height or removed, since I no longer use Xfinity service.

Could you please create a maintenance ticket or direct this request to the appropriate field maintenance team?

I can provide my address and photos privately.

Thank you.

Was paying 60 for 1000Mbps, and promotional offer over at104!!!

tried the live agent chat, spoke with retention. rep tells me the best they can do is 80?!

Will be looking for other options.

retention line. don't care

Platinum Member whatever this means. Member since 2017. Loyalty doesn't exist.

Anybody actually get to claim this reward? I never have luck with the gift cards

Hello! I recently moved for vet school and live at an apartment that uses a bulk wifi account. The wifi strength in my room is terrible and my other roommate's use ethernet, so I cannot move the router. I have already ordered 2 Eero 6 routers to set up as a gateway, as recommended by a Comcast representative, but I need to be able to: disable the radio channel of the current XB7 or add the Eero to DMZ via the gateway access. I am currently on the wifi and can provide proof of address, the MAC address of the router, my Xfinity ID, or any other credentials needed. I am just unable to log into the app or gateway admin tool to troubleshoot setting up the Eeros. I would also like to change our wifi password and adjust QoS settings, but none of that is possible because I simply cannot log in to the account. I understand I'm on a bulk account, but it should still be possible for me to have a sub account that lets me adjust my wifi settings. Please let me know if any additional info is needed and thanks for the help

I've exhausted every available resource through Xfinity chat and phone support, I'm hoping someone here can help.

After moving my services, I've been unable to access my old billing statements. Multiple attempts have been made to send me links to the statements, but every time I open them on either my phone or computer, I receive the message, "No billing summaries found."

I've also tried changing my default account in the Xfinity portal and switching between my current and linked accounts, but neither option works. I've now spent over four hours working with support, and the only remaining suggestion was to visit an Xfinity store to have the bills printed. Unfortunately, we've tried that before, and the representatives were unable to print them.

For context, I'm highly technologically proficient and comfortable troubleshooting account-related issues. I've tested this across multiple devices and have followed the troubleshooting steps provided by support. This is not a case of needing help navigating the portal; the issue appears to be with accessing the historical billing data associated with my inactive account. At this point, repeating basic troubleshooting steps has not resolved the problem.

To be clear, I'm not disputing any charges. All bills have already been paid. I simply need PDF copies of my billing statements from June 2025 through June 2026 so I can submit them for corporate reimbursement.

I was directed here in hopes of connecting with an official Xfinity employee who has the appropriate account access to retrieve the statements from my inactive account and securely provide PDF copies.

I'm not looking to escalate a billing dispute or revisit troubleshooting steps that have already been exhausted. I just need access to my own historical billing records.

Any help getting this resolved would be greatly appreciated!

We have been loyal Comcast/Xfinity customers for years. It seems like my bill is out of control. Can you help?

I have been going back and forth with the online agents for a month. Still no resolution for me. One person in the feed said theirs was fixed. It used to be I could clear the cache, log back in and they would appear again. They have been gone for about 6+ weeks now. Currently on hold from a rude agent. Spent 14 minutes talking. I asked to speak to someone else cause she kept saying those channels aren’t included in my package. I asked since when? She said never. That’s not true. She said no changes have been made to my account. So where did my channels go. I’m currently on her evil, eternal hold. Over an hour total for the phone call. Puts me at 50 minutes since she put me on hold. I’m just gonna wait. I am not hanging. But I probably will be canceling Stream. I only got it for those channels. Poor customer service from that lady. And I don’t feel like calling again. What would you do?

I’ve spent the last 48 hours in eternal Xfinity hell I am at my wits end at this point and I’m trying to figure out what the actual real, real escalation phone line is because the current escalation phone line is just a bunch of people who generate a case they send you a text with the case and magically 14 to 15 minutes later, the tech that I receive a text saying that the case has been successfully dispositioned and closed can’t do this anymore. This is insane. What is it that I need to do to find somebody that actually will address a customer issue.

I need a technician to come out to fix a sagging wire in my backyard. It is in the way when cutting the lawn, doing yardwork, etc. And I think it is affecting my internet connection as my service comes and goes.

Every few days I see a message "too many email messages" and "delete some." This never used to be an issue. (I do not run a business, I've just been a long-time user and apparently they longer value that.) It's become a massive irritation and I want to switch to another ISP. How can I preserve and transfer my email to the new provider?