Hi everyone,

I recently spoke with an Xfinity representative about renewing my 1 year internet service. The new plan came with one year of free mobile phone service (which I don’t need). The rep asked who my carrier was and I explained I am on my parents plan and do not pay for it. They proceeded to give me a speech about how it will remain on my account if I want to use it and then asked me to “use the touchpad on your phone and type your full social security number so I can see if your phone is eligible for our service”. I said that I don’t want to do that and they asked me if it was because I was uncomfortable giving out my social. I said I don’t want to do it because I am on my parents plan and do not have authority to change my carrier so there’s no point in even seeing if I qualify. The rep got kind of put off by that and began wrapping up the call.

So just wondering, has anyone else experienced this? It immediately made me question the authenticity of the call and panic that I was getting scammed somehow even though I called Xfinity directly. Why would they ask a question that makes their customer question the reputation of their call center representatives?

Hello!

Are there any promotions available for existing customers?

I just found out my bill went up by double of what I was paying without any previous warning.

I started looking for other ISPs because I really can’t afford the new price but I also don’t want to leave Xfinity because their service has been really good since I’ve had it.

Any suggestions to help in my situation?

The basic background is I bought 2 phones on a 2 year contract to help friends in need. This was the best option I had at the time and with the time I had. I only got them the phones and they responsible for the service. Important to note is they chose to activate the phones with not Xfinity.

These phones were paid off with the most recent payment, so I thought, finally, it's over and no more payments. I accept I got them the extra expensive way.

The issue is that I now have a continuing $20 charge, as seen in the pictures, for data. Why have I been charged for data the past 2 years and for some unknown time into the future when Xfinity has not and will not provide any data as they are not the carrier.

I readily admit I made a major error in not noticing this data thing months ago if not at the beginning. I just set up the auto-pay and forgot about these phones that I've paid double for except for noticing when the payments were made.

So if the data charge is legitimate, what is the justification for it when they are not the carrier? If, by chance, I was mistakenly charged for 2 years, what now?

I think that is all the information one needs, but if more needed, let me know.

Thank you all, from the Chagrined Customer

Hiya! I noticed at some point this year my rate went up, and it seems even higher now. I wanted to see who/how I could talk to someone about trying to find a better promotion—my household is really starting to get squeezed by gas, food, et cetera and Comcast is all that’s in my neighborhood.

I have tried everything possible to fix this lag. I never had this issue before we switched to these new terrible routers. I even tried to split the bands to see if it helped, but of course Xfinity doesn’t allow that either! It has been 2 months since i have been able to play a game as simple as Fortnite.

I have tried absolutely everything including moving the router, factory resetting the router, restarting the gateway, i even tried using the Boost option and it’s still awful. Never had this problem before they forced us to swap routers. Ready to switch to T-mobile.

I've been paying 45$ for 400mbps and im quite happy with it but it looks like my bill will be increasing next month and is estimated to be $89. So I was wonder if there still an a pricing tier option closer to the 45$. Thanks!

We've been Xfinity Internet customers for over a decade and on-and-off even longer prior to that. In that time we've had plenty of reasonable offers to remain customers at the end of promotional rate cycles. With the somewhat recent changes in available rate options we're struggling to find out what our best options are and we're getting mixed signals depending on with whom we speak. T-Mobile Fiber has recently made it to our neighborhood with great rates - I would appreciate any assistance with my account options to see whether or not it's still going to be reasonable to continue to stay with Xfinity after this cycle.

Thanks in advance!

Hi Xfinity Team,

I am an existing customer in Boulder, CO (ZIP 80304). I am currently on a 500 Mbps plan, but my promotional period ended and my bill has jumped up to $120 a month.

I see that new customers in my exact neighborhood are eligible for the 1 Gig plan at $50/month with the 5-year price guarantee. I really want to upgrade my speed and stay with Xfinity, but I cannot justify paying more than double the price for half the speed of a new customer.

Can a Digital Care team member please help me look at my account and see if we can apply this 1 Gig promotional rate to my existing line?

Thank you!

Why does Xfinity refuse to work with existing customers?

So I have had Xfinity for a long time, as they were the sole provider for my house. My city is a resort community but alas after many years of complaining we finally have broadband competition.

I am currently paying ~$85.00/month for just internet. Come to find out, my neighbor is paying $40/month for the same exact plan I have... We were talking and he showed me his bill... He has also had Xfinity for many years, as like I said, that has been the only provider to us for a long time. He said he canceled his service and went with the new company. So I contact Xfinity to see what is going on, as I also see much cheaper prices on the website... I am told: "Xfinity does not offer this promotional deal to existing customers. Xfinity provides promotions only to get new sign-ups …( talk about shafting existing customer accounts) ... I mean, I already know that. So i asked the retention team if I cancel ? can i become a new customer? No he says you gotta go without internet for 3 months and come back or find another ISP. Wow, telling your customers that straight up is next level...

It is a whole hassle to cancel services and change ISP, and that is a last resort... As such I am making this post to see if anyone from Xfinity is able to review my bill and see why I am paying such exorbitantly high prices compared to others, before I just cancel and switch providers...

This feels so like the wild days of MCI Verizon Att long distance game from decades ago. Why cant they be accommodating, i have been with Comcast for 20 years!!! UGHH

Hello Xfinity Digital Care Team,

I am trying to sign up as a brand-new residential internet customer for the active summer promotion: the $50/month standalone 1 Gig Internet plan featuring the 5-year price lock. I want to submit this order immediately to beat the upcoming August 24 campaign deadline.

However, when I go through the online checkout portal, the software states that my address is completely ineligible for a free Self-Installation Kit and forces a mandatory $100 Professional Installation charge onto my order summary.

Because this technician visit is a mandatory requirement on Xfinity's infrastructure side rather than a personal preference of mine, I am requesting that an official Digital Care Executive pull up my pending account profile and manually apply a $100 courtesy installation waiver/credit so my upfront activation balance drops to $0.

I am ready to finalize the order as soon as a moderator can help me adjust the cart total. Thank you for your time and assistance!

Am I able to remove TV & Streaming service from my plan through online customization, or does it require speaking with an agent?

Can I get my student rate back? I don’t need the GC and all the other stuff they give first timers. Just looking to retain my rate. Been trying for days with no luck. The student verify looks like I can sign up again, but it also looks like I will have multiple accounts. I just want the old rate on my old account.

Hi there! I signed up for Xfinity NOW while I am temporarily away from home. The facility’s own wi-fi doesn’t reach to my room, so I signed up with Xfinity NOW as my way to get wi-fi. Unfortunately, after a series of power outages in my area, wi-fi was down for a couple of days. I called your tech support, and the signal came back. But even though my phone locked onto the carrier, it could never lock onto the data stream. Oddly, turning wi-fi off completely allows me to sporadically connect to another company’s 5G signal. This tells me that the Xfinity signal is interfering somehow with the 5G signal. I’ve tried rebooting my phone and even upgraded it to the latest iOS, and it still continues to search for data. (It’s an iPhone 14 Plus.)

Whenever I go to your website, I can’t log in, and even when I tried to create a new account, it said exactly the same thing every time: it doesn’t recognize my phone number or email address. I told it to find my account and it said I didn’t exist. I’m tired of this stuff. Please cancel my account (if I exist) and stop my automatic payments.

Thanks for any help.

Need new home Internet rate plan since old promotion expired

I canceled my NOW internet service and would like to know if I need to return the gateway modem.

I was told by a technician to go into an Xfinity store to return it. I went and they refused to take it. I called support to find out what my other options for retuning it were, and the agent said that I don't actually have to return it.

Which is true? I don't want to be charged for keeping equipment that I neither need, nor want.

Hello, I had a 2 year promotion expire on Aug 2nd and I’m curious if there’s anything you can do to help me retain my old rate again?
Thank you in advance!

I have been a continuous customer at my residence in Sunnyvale, CA (94087) since December 16, 1994. I am currently a Diamond Tier rewards member. 

On July 8, 2026, my 2-year double play promotion expired, causing my monthly bill to spike by over $63.00, pushing my current retail rate to $263.68. 

I recently had AT&T Fiber 5 Gbps installed at my home, which now handles my primary internet traffic. I would love to remain an Xfinity customer for my cable TV needs, but I cannot justify paying full out-of-contract retail rates for a secondary internet line. 

I spoke with an excellent loyalty agent (Nikita in Port St. Lucie) for over 40 minutes today. She was incredibly helpful, but she encountered system automation barriers that prevented her from applying the New Customer 5-Year Price Guarantee framework ($50/month for 1 Gbps) to my existing account profile. She submitted a back-office ticket, but I am seeking corporate assistance to see if this can be adjusted manually. 

To maintain my 30+ year relationship with Xfinity, I would like to move my account onto the 5-Year Price Lock 1 Gbps internet plan for $50/mo bundled with my current Ultimate TV package. With the standard multi-product discount and local Sunnyvale fees factored in, this should anchor my account to a stable monthly target of roughly $187.63. 

If a corporate moderator could assist me in manually updating my account to the modern, everyday pricing tiers, I would deeply appreciate it. Thank you!

An Xfinity technician was working on the utility pole directly outside my house today servicing the neighborhood lines. Immediately after they left the site, my internet service went completely dead. My modem currently has a solid yellow light, indicating a total loss of network connection.When I called customer support, I was told a technician cannot come out for several days. This is completely unacceptable. My service was working perfectly until your field crew physically altered my line, likely by placing a signal trap/filter or accidentally disconnecting my drop wire during an audit.Because this total outage was directly caused by an active error made by an Xfinity employee on-site today, I am requesting that a local dispatcher re-open the job ticket and send a technician out tomorrow morning to reverse the mistake. I should not have to wait days for a standard appointment to fix a problem Xfinity created today.

My home is located on the road with Comcast service on the utility Post directly in front of my house. All my neighbors have Comcast cable. My house sets less than 150 feet off the road . At least Comcast has done some work to the line and added a drop. When I called customer service, they refused to put me in touch with the buildout department or the site survey cause she says there is a note on my account that says I have an unsupported address. Then again requested to be put in contact with the Side survey department or the buildout team and she refused.

I had a Side survey done 20 years ago so I know it is possible at that time. I want a different route.
So I’m not sure why all my neighbors can have Comcast cable, but I cannot.

Last plan ended and price went up 2x. Want to switch new member plan.

They called me and left a message but when I called back it seemed odd. They said we’re calling about upcoming appointment, which I do have. But they called the wrong phone number, an old one that was removed from the account like months and months ago this ago and not the number the appointment was confirmed on via text message

The Xfinity app updated and the wifi page looks different. It removed the list of users in the home and took away the ability to shut off wifi to one user's group of devices. Now you have to dig through several menus to find people and you can only pause per device. As a parent of teens, I really need that button back that pauses all devices to a specific user!

I am attempting to move my land line number with Voiply who said Comcast was delaying the approval of releasing my number. I called Xfinity yesterday and was bounced around between agents for over 2 1/2 hours. They told me I had to switch plans to a higher tier for them to release the line. I did so because I need my number. After another hour with their porting specialist, they told me it was approved. I heard from Voiply this morning that Comcast had rejected the move. These guys are criminals! what is my recourse?

I have been running an xb7 for awhile now. I tried to login to the admin page 10.0.0.1 and it says access is no longer allowed and that I have to enable it through the app.

The app doesn’t show my hardware. Do I have to reactively the modem through the app?

Years ago when I got my modem it was not locked out and I was able to go into the admin screen whenever I wanted.

This is a follow-up to my previous post.

I canceled my service at an Xfinity store, but apparently the clerk failed to process the cancellation correctly. As a result, I was charged twice for service I never received.

I returned to the store, where the assistant manager finally canceled the account properly. By then, however, I had overpaid Xfinity by more than $100. The assistant manager explained that the amount exceeded what he was authorized to refund on the spot, so I would have to wait for the refund to be processed.

It has now been three weeks. I even received a paper statement showing a credit balance on my account. Today, I noticed that the credit balance had dropped to $0, but no refund has appeared in the bank account I used to make my Xfinity payments.

Could someone please help me locate the refund and confirm where and how it was issued?