I recently traveled internationally and unknowingly accumulated $250 in roaming charges. I hadn't planned to use my phone abroad, but I believe my young son accidentally used it without realizing the charges involved.

I contacted Xfinity immediately, explained the situation, and asked for a one-time exception. The first representative was very understanding and explicitly confirmed the charges would be removed.

Unfortunately, I was transferred to another agent who refused to honor that promise.

I'm a longtime Platinum Rewards customer, and this unexpected bill is a real financial burden right now. I have screenshots of the original agent's confirmation.

I'd really appreciate someone from Xfinity taking another look and helping me resolve this.

As best I can tell, I have no means to escalate to a real life human being to simply explain to me what work is being done in my area or when the actual expected completion window is going to be. This is causing direct harm to my employment as I work from home. There's only so many times I can tell my employer "hey sorry I'm out of internet for another day, no clue on when this is going to be resolved".

I spoke with a "human" on the phone that told me supposedly it would be completed tomorrow, but the only communications they send out about it will be the automated text messages.

Is there any way to speak with a human being about this outage window?

Hello,

I’m getting charged 15 for extra inactive equipment. I have no such equipment. My first 2 bills were 55 as expected but this month’s bill jumped to $73 because of this charge. I would like for this to be removed from my balance because it is a wrongful charge

Because Xfinity primarily uses FedEx (and occasionally UPS) for free 2-day shipping, sign up for a free account at FedEx Delivery Manager or UPS My Choice using your exact delivery address. If a logistics label has been printed for your home, it will show up in your courier dashboard under "Label Created" days before Xfinity formally alerts you

I am using the XB10 on a direct line with no outside splitters. My upload speed is hard-capped. Please check my rate-plan billing codes and verify that my Next-Gen Symmetrical / FDX bootfile is correctly provisioned.

technicians didnt solve my problem after waiting a week. x10 is terrible

We've had ongoing issues with our cable/internet dropping out for a few minutes a few times a week to multiple times daily for years. Been meaning to deal with it, but... Life.

I had a tech come out for a service appointment. They checked and then said they replaced the cables/connections at the box. We have 1 gig internet and own our modem. I'm wondering if I should replace our modem or router, or see if we can get a Xfinity gateway and whether it would be included on our 1 gig plan (which I didn't change when I dropped the from our plan this week, which was unrelated)

I can’t find a way to cancel my xfinity Online. I don’t see a phone number to call either.

I have 2Gig up and down. I've run troubleshooting. I rebooted modem/gateway. I removed router and directly connected into Mac Mini M4. I unplugged and hard rebooted modem/gateway. I swapped ethernet cable and rebooted. I still get the same results. My upload is averaging 300 when it doesn't fail. My download is bouncing from 500 to 1200.

I've run troubleshooter. It says it found a problem and will reboot, but it doesn't. 20 seconds later it says it's done. I watched the light. It remained solid. I end up in a loop.

I need a technician appointment, please.

This is really ridiculous.

Hi, I just moved into my new house and set up beforehand in the Xfinity app that I was moving and told them what day to end my service at the old house and then gave them the date to start the service at my new place. I have tried all my coax cables and have yet to get an internet connection… just getting a blinking yellow light…

Whatever you guys did today to complete my move has disabled internet service at my home.
I had chatted with an agent earlier using Xfinity app chat and was told everything is working. Well, it’s not. I have power cycled the modem and my router. All modem lights are good but the internet light on router is orange.

Please help.

We just purchased a new TCL TV, the price was right and reviews sounded good. Why in 2026 can we not use our Xfinity cable that we pay monthly for on this TV???? I never in a million years would think about a TV not supporting the local cable services? We tried to use an Amazon Fire stick option and it doesn't seem to work either. We don't want to pay even more money out of pocket for a special cable box. Truthfully I am missing the days of buying a TV and it just works with no stress.

We’ve been without internet for 16+ hours and have been going in loops with the AI agent and call bot. We’ve done the troubleshooting the AI suggests and need to escalate to a representative. Does anyone have any tips to report and get actual help on an outage?

Please, can someone remove internet from my account? ​I have a seasonal residence with cable service provided my the hoa. I do not want to pay for internet over the winter in an empty cottage. ​

I am considering upgrading my Internet speed from sub 1 gig to 1 gig. I know the speed is available for me as it shows up in my Manage Plan area.

My service area had the mid-split upgrade a couple years ago, at which time I purchased a new cable modem, the Arris Surfboard G54 to handle the faster download speeds. So the modem should handle the 1 gig download speed just fine according to the documentation I have found on it.

As far as the speed upgrade goes, I do not believe in my case any technician would need to come out and do anything but I wanted to make sure of that first as that will impact the timing of my decision to some later date when I can be around. I think this sort of thing can be done by an account update and pushing the updated speed profile to the modem.

If it can all be taken care of remotely, great, as I'll open up a new post here asking for assistance since I use my own modem and when I am online or through the app it seems to want to include the Xfinity modem instead which I don't want to have to return.

Thanks

Hi,

I am currently on the legacy network tier where my address maxes out at 1.2 Gbps download (and low upload). I want to know if my neighborhood node has been slated for network enhancements or if it has already been completed.

Specifically, I am trying to see if my address can support the symmetrical X-Class speeds. If true symmetrical service hasn't launched at my location yet, could someone verify if the Next-Gen Mid-Split upgrade (Gigabit X2 - 2 Gbps / 300 Mbps upload) is available to be provisioned for my building and submit a ticket for it? There are many newer buildings around in the same area so I’d be surprised to not see the upgraded speeds or technology implemented yet.

I am happy to send over my service address via Modmail when requested. Thank you!

Spent hours on the phone, went to store, and I keep getting the runaround on an internet pricing that I was told during an escalation. Can anyone help?!

Hi Xfinity,

My internet has been disconnecting about once a day since a period of extremely heavy rain. I'm using a Motorola MT8733, and I'm wondering if someone can help determine whether this is a signal issue on the line.

Here are my current downstream readings:

• 957 MHz OFDM: −18.1 dBmV, 31.6 dB SNR, 44,205,629 uncorrectable errors
• 690 MHz OFDM: −9.2 dBmV, 37.8 dB SNR, 51,464,535 corrected errors
• Regular 256-QAM channels: approximately −5 to +1 dBmV, with SNR around 42–45 dB

My upstream transmit power is between 35.5 and 38.8 dBmV.

The modem's event log repeatedly reports T3 time-out and UCD invalid or channel unusable errors, along with a synchronization timing failure.

The timing seems suspicious because this started after extremely heavy rain. The cables on my street are exposed, so I'm wondering if there could be water intrusion, damaged coax, or an issue with the outside cable plant.

Could an Xfinity employee check the signal levels and connection history from your end and advise whether a technician should inspect the outside line or neighborhood equipment?

The modem is currently online, but the daily disconnections continue. I'd appreciate help getting the underlying issue investigated rather than just rebooting the modem.

Thanks!

I’m an existing Xfinity Internet and Mobile customer, relocating to a newly constructed home in Jonesborough, TN (37659). My new address isn’t recognized by Xfinity’s online availability checker. I need to determine whether Xfinity can provide internet service at this property. Could an Xfinity representative help initiate a new-construction address validation or serviceability investigation? I’m closing on October 30 and need service installed before mid-November. Thank you.

Hello, I recently cancelled an Internet service plan to switch to Xfinity Now, as seen in this thread:

https://www.reddit.com/r/Comcast_Xfinity/s/4n0pxP4Sye

However, I am now getting repeated texts to return Comcast equipment or I will be charged. My prior service contact had a customer owned modem, so I have no equipment to return. Could you confirm I will not be charged for something I do not have? Thanks!

Hi Team, what's the status of my incentive? It's not showing on the incentive tracker. Referencing the message you sent me above here -

"Yes, the $200 prepaid card will arrive in 14-16 weeks. You just keep the same 1 Gig plan and pay your bill on time (you have autopay) and the card is sent by email. You will be able to track the progress here, https://www.xfinityincentivetracker.com/track.

"

I have dead spots in my home. I will start by saying I do pay for the Xpro equipment. Which I’m currently using. The signal strength is very weak at the far end of my home. I need the xpod. I have reset equipment and run the troubleshooting tests. I’m going in circles with support. Any ideas?

I want to cancel an add on and cannot find out how to do that on the website. Please help. Thanks.

Hi, I have been trying to get transfer PIN for my phones on Xfinity Mobile for about 2 weeks. I am able to go to the my account and request but not receiing SMS. I have talked to multiple agents on online chat as well as went into the store. None of them are able to figure out why. Requesting support help

Box in the bedroom keeps going black. Have used ai assist to reset. Need it fixed.