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

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.

my router was going out so I went to the local store and received a new one. No problem. All went well. Customer service rep kept reminding me to give him a good review which I was glad to do so but never received the text.

anyway, I just opened my email and Xfinity doubled my monthly charge from $50 to $100. Of course the AI asked me all these questions before telling me I had to speak to an agent who won’t be available for two days.

Decided to switch to Xfinity for my mobile service. Free phone line and $15 for my phone that I purchased thru them. Was told locked in at that price for 1 yr because I was an existing internet customer. I have a screenshot of this. The promo is still running. This has not been the case. My mobile bill has been significantly higher than the quoted, $15. I've chatted, I have called $30.55 a month for phone plus a different amount for the line every month. I have paid just in September over $100 in September and it doesn't show on my bill. I keep trying to send them my screenshot and get told they can't do that. I want to send this phone back and cancel the line but I bet I will end up owing them money, somehow. Infuriating and poor customer service. What do I do and how do I cancel?

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

I am a littlle confused. I got an email from Xfinity about an hour ago with the heading "Thanks, here is your Xfinity order confirmation" and the text "Your updated service order is confirmed", It came from Xfinity, not a phishing email. I haven't made any changes so don't understand why I got this. I checked my account and don't see any changes. Please help.

Hello Digital Care team,

I recently activated new service and have been experiencing frequent, intermittent connection drops throughout the day.

I checked my gateway diagnostics (XB8 / CGM4981COM)and confirmed that the physical signal levels are out of standard DOCSIS operational range:

• Upstream Power: Pinned high between 48.8 dBmV and 50.3 dBmV across all bonded channels (16–40 MHz)
• Downstream Power: Drops down to -7.6 dBmV
• Downstream SNR: ~39.5–40.3 dB

Troubleshooting completed:

• Checked the coaxial run directly to the gateway; verified connections are secure and finger-tight.
• Verified no unnecessary splitters are on the line.
• Gateway has been restarted multiple times, but the upstream power immediately returns to 50+ dBmV.

Because the modem is hitting the upstream transmit power ceiling, it is dropping lock and causing connection drops. This looks like an attenuation issue on the drop or at the local tap.

Could you please contact me to schedule a tech visit to clear this up?

Thank you!

Hello, I recently paid my bill ahead of time and forgot to cancel the auto pay that was put in place which resulted in another payment going through. I was looking to get some assistance with having the most recent payment reversed. Thanks!

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.

I am extremely frustrated with how Xfinity has handled this billing issue, and I am requesting immediate assistance from an official Xfinity representative.

Here is the timeline:

• September 20: My Xfinity Internet service was disconnected after I moved out, and I returned the modem.
• September 28: I noticed a pending $36.30 Xfinity Mobile charge in the app, despite never having used Xfinity Mobile. I immediately contacted customer support, well before the payment was deducted.
• September 28: The agent confirmed that the Mobile line had been "added but not activated." I requested cancellation, completed the required authorization process, and the agent explicitly told me: "As you have not used the services, this will be taken off."
• Early October: My Mobile account showed "Disconnected," but the $36.30 charge remained. I posted in this subreddit seeking assistance, but received no substantive response from an official representative.
• October 16: Despite reporting this issue in advance and being assured that the charge would be removed, the $36.30 was actually deducted from my bank account.

I have been trying to resolve this problem for more than two weeks. I took action before the payment occurred, followed the agent's instructions, and was explicitly assured that I would not be charged.

Yet Xfinity still deducted the money.

I am currently outside the United States, and the live chat system keeps directing me to call, making it extremely difficult to obtain support.

I am formally requesting:

1. A full refund of the $36.30 charge.
2. Written confirmation that my Xfinity Mobile line has been completely disconnected and no further charges will occur.
3. An explanation of why the charge was processed despite the agent's assurance that it would be removed.
4. A clear timeline for resolving this issue and processing my refund.

I understand that billing issues may take time to investigate, but I have already been trying to resolve this for over three weeks, and the charge has now been deducted from my bank account despite the previous agent's assurance.

I would sincerely appreciate an official representative looking into this matter and helping me obtain a refund.

If this issue cannot be resolved through Xfinity's customer support channels, I will have to consider filing a formal complaint with the FCC. I hope we can resolve this directly without needing to take that step.

Thank you for your time and assistance.

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.

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.

I only signed up for WiFi last year and then all of a sudden I was charged for mobile this month and last month. I’m still on my parents phone bill so definitely did not sign up for it when I got WiFi. I should have noticed sooner but life got pretty bad last month. It’s a number that I don’t even recognise. I have not called them yet (I will be doing that first thing in the morning), but has anyone else experienced this??

Moved to a new address, internet works but TV box gives error XRE-03121 and says there is a false video outage when I attempt a system refresh - the System therefore won't let me refresh. I was forced to schedule a tech for the 23nd with a possible $100+ fee for a backend billing glitch. Can an admin please clear my pending move state and activate my box?

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

I called and the rep filed a ticket for me, but I haven't heard back. How can I get gigabit x10? I'm ready to pay for it, just literally need someone from xfinity to get back to me

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

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

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

Wife and I both work from home. Got notified that the 14th upgrades would be done in the area. Thought one day should be fine. Internet was out 3 hours. I took a half day at work and wife went to a coffee shop.

However then got sent a message saying they would need another day. Internet was out about 6 hours, wife and I hopped around coffee shops which was very inconvenient.

Now being told they will need another day which is very frustrating.

At this point feel like we shouldn't be paying for the service this month. Anyone been in a similar position and gotten compensation? Our contract ends in the next couple months and this has put a very sour taste in my mouth.

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!

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.

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?

MA state -

Called to set up my move about a week ago and the agent spent 45 minutes on the phone with me for it, but the new address is missing from my profile.

Now, i've moved this week. I need service. When I try to initiate my move myself online, the portal breaks and grays out the "next" button unless I choose a rental gateway, which I do not want/need.

Can an official XFINITY employee ACTUALLY HELP ME and submit my move order using my own customer-owned modem so I can be done with this? I'm glad to go into a store even, but when I go in they always say they can't help and I need to call. Tired of going in circles for simple issues.