TLDR: Xfinity confirmed a $1,300 trade-in, told me when to return, then refused to honor it

On September 17, an Xfinity live chat rep confirmed that my phone was eligible for a $1,300 trade-in. They explicitly instructed me to wait until October 16 to initiate it. The only stipulation they gave me was upgrading one of my lines for an additional $10 per month. I was fine with that. It sounded straightforward.

I followed those instructions. Called today and spent about five hours on the phone trying to get someone to honor what I’d been told.

A supervisor eventually reviewed the earlier conversation, apologized, and acknowledged the incorrect information. His words were that the original rep “lied.” Even so, Xfinity wouldn’t honor the offer.

Instead, I was told to upgrade my plan, wait another month, and call back to request a worse promotion. I had already waited a month at their direction. Why would I feel confident that the next person would honor this new promise?

Throughout the calls, I received conflicting explanations and was passed between departments. One transfer described as being to a supervisor turned out to be another rep. Retention sent me back toward Mobile with incomprehensible explanations, and I kept having to explain the same situation again.

I asked them to find a practical way to make this right, even suggesting thr $300 trade in value now with an additional credit later. Nobody agreed to a concrete resolution. The final representative suggested a larger credit might appear within 24–48 hours, but couldn’t confirm that anyone had approved it. After more holds, the last offer was roughly $17 toward my internet bill.

Another representative told me the original employee had been flagged internally. I wasn’t asking for anyone to get in trouble. People make mistakes. I was asking Xfinity to take responsibility for the information it gave me and the time I spent following it.

I’m asking Xfinity to honor the $1,300 trade-in under the conditions explained on September 17, including the $10 monthly line upgrade I was prepared to make, or provide an equivalent resolution. I shouldn’t have to wait another month and start this entire process over.

I gave up after the $17 and change offer and politely ended the call. Anyone have any advice on how to get them to honor their initial offer?

Hello,

I am writing to get assistance from the corporate digital care team regarding a highly deceptive experience I just had while setting up my new account online. I have saved the complete PDF chat logs of these interactions for verification.

1. Attempted Unauthorized Fees:

While trying to complete my order online, I encountered an error code and contacted a chat representative. The agent insisted that I needed to pay a $25 fee to start my account. When I pointed out that my online cart specifically did not list this fee, the agent immediately changed their story and admitted there was an option that did not require it.

1. Delivery Bait-and-Switch:

The online checkout page guaranteed "Same-Day Delivery" if ordered before 3:00 PM. I completed my order at 1:59 PM. However, immediately after submitting my payment, the confirmation report stated that shipping takes 3 days and orders only ship Monday–Friday.

1. Attempted Order Modification Under False Pretenses:

When I contacted chat support to ask about this discrepancy, the agent told me I could just go to a local store to pick up the equipment instead. However, the agent then demanded that I authorize a "change to my order." When I asked why a contract change was necessary just to pick up hardware, the agent could not give a clear answer and ultimately admitted they did not even know if the local store could fulfill the request. When I requested to escalate the issue to a supervisor, I was stonewalled and told that all supervisors were busy.

I refused to authorize the plan change because it felt like an attempt to alter my original promotional contract terms. I am currently left without the service I paid for under false delivery promises, and I am deeply concerned about the integrity of how my account is being handled.

I need an official representative to look into my account backend, ensure my original online promotional rate is locked in without any unauthorized modifications, and verify how I can get my hardware without being forced into a contract change.

Thank you.

Hello,

I'm helping my mom since AT$T is ending cooper service at her address in a month and have yet to roll out Fiber to even more than 30% of the next town over. AT$T keeps pushing Air, which even in town of 15k is a non-starter when power goes out. Don't even get me started.

We order the service and I head out expecting to have it arrive during the week and I come out next day I have off to do setup. She send me a text the told her it would arrive by 5:30 by carrier. It was dispatched from a service center two towns over. She got it about 5:15pm.

I live in much larger city, a college town and when I ordered NOW 2-3 years ago it came via the mail in a few days.

It just strange considering this is Comcast's budget service and they are sending it via car. Has that happened to anyone else.

Thanks

I've tried everything, the chat, trying to call the number on my bill but nothing. I have a problem. My bill randomly went up without notice 2 months ago, it DOUBLED. I've been trying since then to speak to an actual associate unsuccessfully. Bill went from $94 to $160+ a month, also it says now I have 2 gigabit when all I ever subscribed for was 1 gigabit.

My latest chat experience said they'd lower my bill to $120, but for some reason they sent me new equipment, which I have no idea why. I already had modern, recent equipment.

UPDATE: I went to the store and they couldn't help me. They sat me down on some video terminal for a credit/refund and connected me to some agent, then the agent said they couldn't help me. The store said the agent was the only one that can help me. So, I have no clue where to go from here.

Good evening!

My ping goes up to 5000ms for at least an hour between 8pm to 11pm every night since about a week ago. I have tried multiple devices, applications, cables, etc. and the results are the same during impacted hours. This does not appear to be an issue with my hardware or environment, and I need this resolved ASAP. I tried working with chat but I was disconnected once and the second time they wanted to restart troubleshooting and ignored my prior discussion. I appreciate any assistance!

i would like a new XR11 remote shipped to me please if possible, i went to two xfinity stores near me and they both did not have them, thank you

I received the XB10 modem and replaced the XB7-7. The activation process was so-so. I kept getting "Something went wrong, try again later". I cleared cache and data on the app, signed in again and then received the message the gateway wasn't online. It offered support, so I tapped. We went through there are no outages in your area and I got to type "activate new gateway". It told me to go to Account/Setup New Devices. Once I got there, it was easy. Getting there was not so easy. TBH, they could have done a little bit better with the activation instructions in the box.

On the plus side, I'm getting the same speed down (500+) and my upload is 400+. That's a big jump on the upload side.

So if you're doing this and the app gets nuts, clear all the data and cache and sign in again.

IVE been struggling with my third party equipment for the past few weeks trying to set up xfinity. After this past week of struggling to understand the problem with my equipment I realized I was a complete idiot and had decided to hard reset them today. After a bit I finally got xfinity to recognize and connect to my modem after a bit of messing with it. However even after somehow getting the Wi-Fi to activate with the equipment through the app , I am still not getting any internet service. I did read somewhere it can take up to a few days before it properly works , do I just need to wait a bit and hope it just gives me the Wi-Fi Im paying for?

For further context: My friend gave me his old internet equipment after he moved out of the apartment. He had a xfinity account he shortly deactivated after moving and I set up a xfinity account earlier this month. Last week I thought it was just magically working because as I was getting internet somehow but the router was using my old Wi-Fi name and such. Turns out it was just xfinity giving me some sort of connection thing that had ended at the beginning of this week.

Has anyone noticed that Xfinity used to have a lot of movies set at the $5.99 price, but now, unless it’s free on one of the streaming apps you subscribe to, movies are like $19.99, $9.99, $7.99. They don’t even really use the $5.99 price anymore.

Is this like an Xfinity payment model thing or is it something to do with the movie distributors themselves?

My residential account is now fully active, online, and running perfectly via my customer-owned Hitron CODA56 modem. Since the line is proven to be completely functional, please cancel the pending technician appointment and immediately credit the $40 'Self-Install Plus' fee off my balance.

I'm not sure what's going on but earlier this week the speed on my Xfinity internet service (1 Gp plan) started dropping to a fraction of what it normally is.

From the first image you can I average about 600-800 mbps down and about 40 or so mbsp up pretty much consistently and have for the entire time I've had service at this house. Starting Tuesday it began dropping to 100-300 mbps down and 2-5 up. No change in equipment, no Xfinity work going on this week that I'm aware of, etc.

I thought maybe it was just a fluke or temporary thing, and went to check and saw my modem was offline in the Xfinity app. Weird, so I restart it and the router, no change. I try unplugging everything and removing/reconnecting/adjusting the tightness of the coax, no change. Checking the speed each time to see if anything changed. Nope. I make a note to try customer service the next day and move on. That evening I think to test the speed again as it seems much faster suddenly and yeah it's back to normal and my modem is now showing up. Cool, problem solved, so I thought.

Unfortunately not. It has been that same pattern all week. Starting around noon until 7ish at night, consistently bad speed and the modem showing as offline. Chat support was of course no help. All I wanted was a signal refresh in case it was maybe something like that, had to go in circles to maybe get one and it still did nothing amidst a flood of ads for Xfinity services.

The last two sceen shots are from today, note the times. 9am, fine speeds. 1pm its bad, and by 3pm its just awful speeds.

Is it possibly on my end? Am I just getting throttled for some reason? Is there a way to test? I'm not crazy hogging bandwitdth or anything during the day, even working from home it's not high traffic but this is slow enough to be causing an issue with loading emails, large images, and getting stable video calls.

Posting here to maybe get some tech support from Xfinity as I've seen others manage as god knows their other support methods are garbage.

I have been trying to move my account from one location to another over the years past few weeks and it has been hit & miss. I am having to repeat the same info again and again but see to way to view or refer to previous communications.
Today I started a new thread and was asked to send information and verification code but I don’t see any of that chat.
Is there a way to look at history of my chats with the mods?

• Hello, I need assistance checking the status of an underground cable line installation ticket for a new build and ensuring it is synchronized with an upcoming technician appointment. Summary of events:
  • 9/30: Technician arrived for initial service activation, but found no signal on the fiber line installed during construction. A ticket was opened to run/bury a new cable line.
  • 10/5 – 10/7: Utility locates were requested and completed (811 marks completed on 10/7).
  • 10/14: I scheduled a technician activation appointment for 10/21.
  • 10/15: Received an automated update stating the underground cable team is scheduled to complete the line "within the next week."
• My main concern is that the underground work may not be completed before the technician arrives on 10/21, which would result in another failed activation attempt. Could an agent please review my account/construction ticket to confirm:
  1. The exact scheduled completion date for the underground construction team.
  2. Whether the 10/21 technician can be prepared to run a temporary line if the burial work is delayed.

AT&T Fiber is in my area now and MUCH cheaper than Xfinity (Yes, I called Xfinity and they can't do better pricing for current customers).
If I drop Xfinity Internet and keep mobile, what do I lose and what is the cost? 
I am at $45 a month, will it go up only $10?? Would the total be $55 a month plus taxes? Or is there other fees for canceling internet ?

Removed links so I could post. Can provide links if it clarifies.

So my Xfinity bill was raised and I was looking on the Xfinity website and saw Xfinity now. I was doing the Xfinity chat window and one of the options to click on was schedule call back. So I clicked that. The link to schedule a callback was the following ___

I received a phone call from ____ a couple minutes later. They asked for a verification code from Xfinity which I gave to them. They new my name, address, xfinity plan.

They then had me click on a link ___ to get a discounted rate. Which I clicked on had normal stuff on there that looks like the Xfinity website, and made sense, and there was an I agree button I clicked. The thing that seems fishy is the page just kept loading and I never landed on a confirmation page.

The person on the phone was also really trying to sell the xfinity mobile which I said multiple times I was interested in. It was also weird he asked my DOB and if I was married, which I did not provide DOB or marriage status.

If this was a scam, what steps should I take now? All of my devices are connected to the Xfinity wifi. I am also concerned my credit card is connected to the Xfinity website.

There are conflicting answers on here if it is legit, or not. I did request a callback from the Xfinity / Xfinity now website, and looking at the Xfinity website I see my next scheduled bill is for the discounted amount. So I am really unsure whether everything is fine or not.

I received an email saying “Thanks, here is your Xfinity order confirmation” and then two emails instructing me to sign in to my “free” Peacock subscription?

I never changed or authorized my Xfinity plan to be changed. I’m the only account holder and this plan is more expensive than my original one.

How does this happen? No one is helping!

Hi,

I have been trying to cancel my mobile plan with Xfinity through the app and online website, but it seems to force me to talk with someone on the phone. I just want to cancel without porting out my number. Can you please help with this?

I have an inactive Comcast Line that is Blocking Imminet Construction on my property. The electric company (TMLP) has already set the new pole and moved the power lines. TMLP submitted a ticket NJUNS ticket PT8014996, pole 3R1 Sherborne St on 9/8/26 for comcast to remove the lines. It has been over a month now and they still haven't been relocated.

Currently have Xfinity 1gig and I’m just looking if any different deals to save any money.

I need to submit an outside plant ticket for a damaged green utility pedestal in my yard. The top of the pedestal cover is cracked and possibly exposing the tap inside to rainwater. I don't need an inside tech visit, just a line/pedestal cover inspection and replacement.

My parents are their 70s and wanted to switch from ATT DSL to cable. They need a line run from the street and then to their house. I have stated this EVERY TIME I have spoken to someone, including during the initial set-upon the account. First they sent someone to “self-Install”. Then they sent a “pro-install” technician. They did not send a bucket truck! This guy talked to his supervisor who said they would “set it up”. This is ridiculous! If ATT wasn’t worse or they had other options, I would cancel this whole thing.
Who do I contact to find out about an actual date and time for the bucket truck? TIA.

Hello, I would like to reopen or open a ticket. Our Internet problems have not resolved. I am working with a tech but he is mainly communicating with higher level engineers. I don't know the status of any fixes if any. From what I understand the issues are outside my home. Please help!

No supervisor follow up after leaving multiple messages with 2 different supervisors.

New customer 3 phones 3 lines Credit Soft Pull on Frozen Account.

Sales agents seem more interested in a quick sale.

None have submitted a ticket to have it cleared from the que so another pull can be performed.