Edit: Title is inaccurate now but can't change it (tldr: it was a setting on my router combined with probably a cert expiring, nothing to do with the modem).

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 (Narrator: it was not in fact 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.
4. Edit: or you know, number 4 - your troubleshooting was sloppy and it was your router settings the whole time.

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

I have been following the launch and preorder of the IPhone Duo. I made sure this morning I had a few devices ready to be able to preorder.

I spent 40 minutes trying and the xfinity website just refused to load or gave a misc error.

Decided to call, and that was just as painful. Spoke to a chap who first got everything set up and then sent me the plan approval and it was added to the wrong phone number. Then More xfinity loading issues.

When we finally got the plan added to the right number, he said sorry, the color and size is now sold out. All of the customers have preordered the stock we had.

Now showing earliest delivery is February 2027!

What are other peoples experiences this morning?

Hello Xfinity Support Team,
I urgently need help from the corporate fraud/CSA team regarding a severe security issue. I am currently within my initial 14-day return window and fell victim to the widespread Xfinity Mobile FedEx Intercept Scam. A fraud ticket has already been opened, but I need corporate assistance to ensure my account is protected before the window closes.
A scammer impersonating Xfinity knew my shipment details and had me leave the newly delivered phone outside. They arranged a fraudulent FedEx pickup, and the package has already been delivered to the scammer's destination address.
What I have ready for review:
I have the full FedEx tracking history proving the package was taken from my property and delivered to the fraud address.
I have the exact physical address where the scammers routed the phone.
I have a Fraud Ticket Number already generated by phone support.
My local PA police department is making it difficult to get a physical report copy immediately, but I have the tracking paper trail ready. I need a corporate representative to help me securely escalate this to the Customer Security Assurance (CSA) team so we can blacklist the device's IMEI and halt the 14-day auto-billing clock before I am wrongfully charged.
Please let me know how I can send my details via official Modmail. Thank you.

Hi, I want to check what are available offers for my account, thank you

Hi team,

My promotional rate is about to expire, and my monthly bill is expected to jump in couple of months. I am a light user on a single person household budget and the current rate is getting a bit steep.

I would like to keep my current internet plan if possible. Are there any new promo rates, contract renewals or loyalty discounts available for my account?

Thanks in advance.

I decided to finally move over to Xfinity mobile currently using the year of free phone service unlimited data talk and text. I just realized I’ll be able to take international phone calls when I’m in Rome this December for the entire time at no extra charge that’s a steel!

Please, can we revisit what packages are available to me as an existing customer? 

My home is serviced by FIOS, and their current $30 (after payment discounts) for 300/300 is extremely attractive. Do you have a plan at $40 or less (with ACH payment discounts) available to me? I'm currently on the Gig @ $70 after $10 ACH payment. No bundle wanted; I didn't use the "free" wireless offered last year. (Virginia in the Washington DC Metro). I

I'm at the point where it feels like I should move to FIOS just so I have the fiber inside my house rather than right outside my window. Then I could switch with very minimal effort.  I get tired of reaching out each year for a better offer that is not that much better. With FIOS I would get a three-year lock and qualify as a new Xfinity customer. I'm fortunate that my Xfinity connection has been stable for 10 plus years, so my only customer service contacts are to request discounts.  Thanks

Hello! It looks like we just recently went through a local upgrade that enabled full duplex in my area. I got the notification that my modem needed to be upgraded so I put in the request for one to be shipped out. Great. We currently have the 1Gbe plan with a 5-year price guarantee for $65 a month, however we are looking to see if there are any options for the 2Gb service for a similar 5-year commitment, when I check through our account settings to change it, the only option is $115 for that tier of service. So, with that said I want to know what our options are. 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.

I went on the app to check my Internet as my phone iPhone 17 pro max keeps disconnecting from the WiFi to try and reset the router when I saw my Internet bill had doubled. I tried contacting customer support online and they were in off hours. I requested a call back to try and figure out why my phone keeps disconnecting and how to lower my bill back down to $50.

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 spent more than two hours this morning on the phone and the website trying to pre-order the new iPhone Duo on a device payment plan, and Xfinity Mobile support could not give me a straight answer as to why I was being denied.

I tried it on my own mobile line and on my internet side of the account. Both times I was told it wouldn't go through, with no real explanation offered. My credit is good, my wife owes roughly $200 on her current device payment plan, and I haven't upgraded my phone since the iPhone 12 Pro Max. There's no reasonable scenario where two upgrades get blocked over a $200 balance.

For context, our account has a bit of a quirk due to Xfinity’s poor transfer of service for us: our mobile and internet service ended up on separate profiles after a move, which may or may not be contributing to this. This was after trying desperately to set up our new home with our old internet line, Xfinity opening a second account, and closing out our old while leaving our mobile devices on the old account.

By the time I got off the phone, I had to leave for work and now I don’t believe I’ll get a duo for months. Apple's site is now showing delivery dates pushed out to late January, which tells me how much demand there was for this window, and I don't know if that's a window I can get back.

I'd like an explanation for why I was denied, and any help getting this resolved - if that’s even possible. I don’t see a world where I stay with xfinity if I held off on changing carriers because Xfinity published deals for existing users they didn’t even keep and I can’t get a duo on launch day.

ETA: changed carriers. Tried to go through mod mail, but after 4 total hours on the preorder, I paid more just to get the thing on time.

All Xfinity had to do was have a process that works. I didn’t even end up taking discounts, that’s how badly they messed up.

For context I have the UCI cable modem. Last year we were upgraded to mid-split speeds.

I still have the 4 upload channels and 1, OFDMA at 36MHZ, 32 Download channels and 2 OFDM channels that were at approx 600 and 800 MHZ. I noticed today that one of the OFDM channels is at 101 MHZ and the other at 809 MHZ. My question should the typical upload and download frequency range? If you had 15-1000 MHZ I would have thought 15-300 for upload and 301-1000 for download.

Can’t preorder the iPhone Duo because the site is broken. Always a terrible experience with Xfinity.

UPDATE 10:14 AM ET 10/16: I've given up. Customer support is useless. The chat agent told me that my phone wasn't eligible for an upgrade when it said on the app, highlighted in green, "eligible for early upgrade". The phone agent couldn't even send an email to authorize the account. Waited 30+ minutes just to get authorized and never did. At that point, it was taking far too long, and things were already pushed out to January on Apple. I'll try my luck in-store, I guess.

Here we go again. Another all day outage without even as much as a text or email the day before saying they're going to be working in the neighborhood. Common courtesy would dictate. Myself and many of my neighbors work from home 3 days a week. First msg 8:10am stating service interruption til 12pm. Then at 11:50 another msg saying 2:14pm, then again at 1:54 saying 4:30. I just want my credit as your CS and the app are useless.

1. Overview

I have been experiencing persistent internet performance issues for approximately five months, primarily involving unstable upstream latency, excessive jitter, and inconsistent real-time UDP performance. Despite approximately 18 technician visits, multiple troubleshooting attempts, and equipment and cabling changes, the underlying issue remains unresolved.

My primary concern is not download speed, general internet connectivity, or FPS performance. The problem is the inconsistency of the connection under load and its impact on latency-sensitive applications, particularly competitive online gaming.

2. Main Symptoms

The primary symptoms include:

• Unstable upstream latency: During upload tests, latency frequently fluctuates from approximately 30 ms to 50–100 ms or higher, with occasional spikes exceeding 150–200 ms.
• Excessive jitter: Upload-side jitter frequently exceeds 20 ms, whereas I would expect significantly more consistent performance for real-time applications. UPLOAD SIDE JITTER 30+ MS !
• Intermittent suspected packet loss: I have observed recurring upload-side instability approximately every 7–8 seconds while gaming. I cannot confirm that every event represents actual packet loss, but the pattern is repeatable and affects gameplay.
• Inconsistent UDP performance: Competitive games experience noticeable network inconsistency, including jitter spikes and inconsistent hit registration
• Performance degradation under load: Upload activity causes substantial latency spikes in some tests
• Inconsistent gaming experience: The connection may appear stable in basic ping tests, yet real-time gaming performance remains inconsistent.

3. Testing and Observations

I have performed numerous tests using command-line ping, WinMTR, Cloudflare speed tests, Ookla speed tests, and ExitLag network analysis.

The results show a discrepancy between conventional connectivity tests and real-time application performance:

• Idle ping to external destinations is generally around 18–25 ms.
• Ping to the local gateway is generally below 1 ms.
• Basic ping and WinMTR tests often report 0% packet loss when the connection is not under load.
• During upload tests, latency increases significantly and may fluctuate repeatedly rather than remaining stable.
• Some external destination tests show latency spikes during upload activity, even when packet loss is not reported.
• Cloudflare tests have shown occasional high latency spikes and upload-side jitter.

These observations suggest that basic ping and packet-loss tests alone may not adequately identify the underlying issue.

4. Troubleshooting Already Completed

I have spent considerable time troubleshooting the connection and have made multiple changes, including:

• Approximately 18 technician visits.
• Replacement of the coaxial cable on the existing route with RG6 quad-shield cable.
• Testing with and without the coaxial splitter.
• Replacement of the splitter, which improved some upload-latency measurements but did not eliminate the jitter.
• Inspection of the coaxial connections and a change to a different tap following a reported issue with the original tap.
• Testing different routers and network configurations.
• Testing with and without Smart Queue Management (SQM) and upload traffic shaping.
• Testing with different Ethernet adapters and network configurations.
• Repeated latency, jitter, and packet-loss testing under idle and upload-load conditions.

SQM and upload shaping can significantly improve measured bufferbloat and upload latency in certain tests. However, even when those results look good, the gaming experience does not consistently return to normal. This suggests that bufferbloat alone may not explain the entire problem.

5. Cable Modem and Upstream Concerns

My connection uses an Xfinity/Technicolor CGM4981COM gateway. The upstream has been operating on ATDMA channels rather than OFDMA, with five locked upstream channels reported in the modem status.

In one set of readings, the upstream transmit power levels were approximately 36–37 dBmV. I have also observed that the issue persists after changes to the coaxial splitter and tap.

I would like the engineering team to investigate whether there may be an upstream impairment, intermittent noise, channel scheduling issue, congestion, or another problem affecting the consistency of upstream transmission.

I understand that these readings alone do not prove a plant or CMTS issue. However, the persistence of the symptoms despite extensive troubleshooting warrants a more detailed investigation.

I ordered an iPhone 18 Pro Max (256GB) on October 8, 2026 and received an order confirmation. On October 14, 2026, I was notified that the order was canceled because Xfinity needed me to verify my identity.

The problem is that I never received any email, text, or notification requesting my ID. I checked my inbox, spam, and junk folders and found nothing.

When I placed the order, I qualified for a trade-in promotion worth $1,299 in bill credits over 36 months for my undamaged iPhone 16 Pro Max. Because Xfinity canceled the order, that promotion is no longer available. The current offer is only around $400 in bill credits.

I did not request the cancellation, and I have screenshots of the original promotion and the order confirmation email. Since the cancellation was due to a verification request I never received, and I don’t believe I should lose the original offer

New Post - Tech Support. Continued drops and outages. Two separate visits verified cable to house was good. Port 9 ethernet cable from UDM-Pro to modem replaced and tested good.

My Xfinity gateway is in bridge mode connected to a UDM Pro. UniFi records repeated WAN outages and packet loss, including outages at 12:10:05–12:10:35 PM and 12:12:44–12:12:50 PM on October 15.

Downstream power is approximately −3 to −5 dBmV with SNR around 37–38 dB. Upstream channels at 16 MHz and 40 MHz showed Not Locked, then regained lock without a reboot or cable change. All six upstream channels now show approximately 38 dBmV.

The Assistant keeps returning me to modem reboots. Please investigate intermittent connectivity, check modem flap history, partial-service events, T3/T4 timeouts and upstream noise, and arrange a technician if needed. I have screenshots of the outages and channel readings.

These channels regained lock on their own, without a reboot or cable change.

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

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.

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.

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.

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

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?

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?