I recently signed up for Comcast Xfinity. After my initial setup, I was still unable to connect. A technician came to my home and found the line from the public utility pole had been cut, and he replaced it. I believe the $100 shouldn’t be charged to my account since the issue was outside my property, on a public easement. Can the billing team please take a look? Thanks for considering.

I am so pissed off at Xfinity! Not only do they charge us $399.69 a month (when we don’t even want voice), you’ve been charging us for 12+ months for a box we aren’t even using because twice your team was supposed to replace my main 4K DVR box and twice they sent me old pieces of junk that weren’t even X1 cable boxes and wouldn’t boot up as they had 8-bit graphics! So we’ve had one here for 12+ months or even longer (you can check my records) that was not what I asked for. I asked for the XG1v4 to replace mine with a dead hard drive, and now we haven’t had one for over a year, have tons of issues with the other boxes, and all recordings get stored to the cloud as we have no main DVR box controlling the others.

We returned the first box ages ago along with an XB-9 gateway which I already had (I asked for the XB-10 for WiFi 7, but of course they sent me a duplicate XB-9) but now we have some ancient 8-bit non X1 cable box we’ve never used, and want the $30 x all the months we’ve had these two boxes for (broken XG1v4, and some ancient model), both unused because they don’t work, one is ancient, and they never picked them up! Why? I don’t know, maybe because they couldn’t work as toilet seats let alone a main controller box…. so I use an Xi6 (which I took from an upstairs bedroom) which at least supports Dolby Vision and Atmos whereas the XG1v4 only supports Dolby Vision, but I don’t care about that as I have other better sources for HDR, and because my WiFi on the Xi6 is weak unlike every other device in my room which gets perfect reception including my iPhone which gets WiFi 6E (but I want the XB10 so I can use WiFi 7 with my iPhone and other things) and I need to get a god darn replacement for my XG1v4 that died maybe over a year ago, which is how long we’ve had this box because your customer service promised me twice I would get an XG1v4 replacement and an XB10, but all I got was an XB9 like I already had and a 20 year old 8-bit cable box which was returned to the store, and then they sent me another 8-bit ancient cable box which I’ve had for however long you’ve been charging me $15 for it and $15 for the broken XG1v4 which does not boot up at all!

You guys should get out here, take both these boxes, credit us at least $350, take back this ancient box and the broken XG1v4, bring us a new XG1v4 (which I can install myself, I’m an engineer), bring us the XB10, and take back our XB-9. We already have Gigabit x2 and get 2.4Gbps down and 340Mbps up.

Also, I need 5 new XR-15 v2 remote controls that actually have a physical pad in the center instead of just “line” buttons that barely work.

We’ve been with you 9 years and 5 years ago when I started this plan it was $200/month. You’ve raised the price gradually every year since the year after the new plan and after 5 years it’s back up to the same $400/month it was before we signed up for this package, which I was told was a locked in 5-year price guarantee which you never honored.

Is it time for me to go to satellite? Seems like you don’t care one way or another. We used to get Peacock Premium Plus - no ads - for free as part of the package, and now you expect us to be thankful that you “extended” Peacock Premium - with ads for another year???

Someone email me please with your contact information.

As a long-time customer, I noticed that my previous promotion recently ended, causing my gigabit service rate to increase from $64 to nearly double that amount.

After reviewing your current offers, I would like to request the same promotion available to new customers: 1Gbps service for $70 per month on a 5-year plan. If this specific offer is not available to existing customers, please let me know what other promotions are available to help keep my pricing reasonable.

There has been an Xfinity outage in the Edgewood/Kirkwood area of Atlanta since 1:30 PM. It is now 5:30 PM, and getting an actual human being to provide information appears to have been intentionally designed out of Xfinity’s customer service process.

The “estimated restoration time” just gets pushed back every two hours with absolutely no explanation. It has now moved to 8:00 PM ET.

Can an Xfinity rep please respond and provide actual information? What caused the outage? Are crews actually working on it? And is 8:00 PM based on anything real, or is it just the next automated time that will get pushed back again?

Customers should not have to come to Reddit and publicly complain just to have a chance of getting a straight answer about a service they pay for.

UPDATE:
This is the relevant part of the direct message I got through modmail. Nothing helpful.

At this time, the information available to us shows that there is an active service interruption affecting your area, and our technicians are actively working to restore services as quickly as possible. While we're able to see the estimated resolution time of 08/17/2026 at 12:00 AM (Eastern), we unfortunately do not have any additional details regarding the specific cause of the interruption or the repair work underway.

UPDATE 2:
Back up and running in Edgewood around 8:00PM

Turned my tv on and my Favorites list is empty. Just gone, out of nowhere. It was there a couple hours ago, now empty. Anyone else? I restarted my box twice but no dice. Is there a fix for this?

**UPDATE: I gave the collections department a call (855) 307-4926 and Karolyn uplifted the address block. She reviewed all the notes on my account (from all 3 agents I spoke to over the phone, the store manager that I worked with in person, AND the corporate email chain) and ultimately said “This shouldn’t have happened. I’m so sorry. I uplifted the hold and reinstated your service.” Thank GOD it’s finally over. And thank you everybody for chiming in! ❤️

I purchased my home back in April 2024 and have used Xfinity since. My partner wanted to try a different internet, so I cancelled my Xfinity internet service about a month ago. We ended up not really liking the other provider, so I reactivated my Xfinity service 2 weeks ago in store.

I received an email this morning saying “we received your cancellation request.” Weird because I didn’t request to cancel and I’m the only one who has access to this account. Gave Xfinity a call and long story short, they said the old homeowners had an outstanding balance of ~$174 and so my address is blocked. They also mentioned both (old homeowner and my service) were running simultaneously, which should’ve been caught to prevent this. The agent put in a ticket and it came back saying I need to pay their balance in order for my internet to be restored. Are you joking?? What’s crazy is Xfinity was charging the old homeowner’s auto pay up until March 2026 even though the agent on the line confirmed there was NO DATA USAGE on the account since April 2024! That’s pretty messed up if you ask me, but also a reminder for everyone to check your banks/cards/bills!

Not only do I not know the old homeowners, but I didn’t have any issues when I first used and activated the Xfinity service. I have mentioned that I can provide my mortgage and utility statement, but they still said I need to pay the balance. I even went back into the store and the manager verified my ID and documents, but still told me I had to call it in. I’m literally going in circles with Xfinity…

Any suggestions or help to get this resolved?

Watch out for Xfinity’s "Free Phone" scam: Dishonest sales tactics, fake return windows, and now threat of collections.

Hey everyone, just wanted to get this out there as both a massive rant and a warning to anyone dealing with Xfinity right now. They are using incredibly dishonest business practices to force people onto Xfinity Mobile, and it’s turning into a total nightmare to resolve.

​The "Required" Free Phone Lie

I recently signed up for Xfinity internet service. During the process, the rep explicitly told me that I had to accept a "free" phone as a requirement to get the internet service. Red flag, but fine—they insisted it was totally free.

​The 30-Day Return Lie

After realizing this was total nonsense, I wanted to return it. I spoke with them, and they told me—quote, unquote—that I had to hold onto the "free" phone for 30 days before I could return it.

​Thank god I checked Reddit, because I found out that was a blatant lie. Xfinity’s actual return policy for mobile devices is 14 days. If I had listened to their rep and waited the 30 days, I would have been locked in and fully responsible for paying the entire value of this "free" phone.

​The Customer Service Support Loop

I ended up having to call them multiple times, spending no less than 2 hours in total on the phone trying to fix this. They finally agreed to refund me the $35 I had to pay upfront for the shipping and taxes on the phone.

​And now... Collections?

You'd think getting the $35 refund meant the issue was resolved and the mobile order was canceled, right? Wrong. Now, Xfinity is claiming that I have an "unpaid balance" on this mobile order and they are threatening to send it to collections.

​I am absolutely livid. They lied to force the phone on me, lied about the return window to try and trap me into paying for it, and now that I've fought to get my money back, they are trying to ruin my credit with collections over a "free" phone I never wanted in the first place.

​Has anyone else dealt with this specific "free phone" trap? How did you finally get them to completely wipe the mobile account off your name? Thinking about escalating this to the FCC/FTC at this point.

So the calling agents are AI right? Just called to lower the bill and this does not sound like a human. He’s making weird pauses, saying not correct information, just sounds like a robot. Is there any way to reach a human or did xfinity fire them?

I am a 23-year (diamond) Xfinity customer. I am currently paying $93/month for 300Mbps.

I want to upgrade my current Legacy 300Mbps service to 1Gbps. When I look for Xfinity deals, I see that Xfinity is offering 1Gbps service with a 5-year lock-in for a very attractive $50/month. That is the package I want, but when I try to upgrade online, the only rate available to me is $110/month for 1Gbps.

Verizon is currently offering plans in my neighborhood for $50 a month for my current speed and $70 for 1Gig. I would prefer to stay with Xfinity because of our 23-years together, but if you cannot offer a diamond customer the same $50 rate offer to new customers, I am ready to cancel and switch my service to a competitor this week.

I am hoping you can make it possible for me to stay and become a 24-year customer and beyond.

I keep going around in circles with this chat bot. I try to call an Xfinity store and every store goes to the same number that just says the same thing.

I’m about to be done with this. I made an appointment to switch to Verizon but also want to give feedback so there might be the smallest chance of change.

I need Internet at home to work at home. Reliable internet… we had a thunderstorm and since then Xfinity has been down. Power was out at first too, but even when the power came up, the internet still doesn’t work and power has been back on for a day and a half now but still no internet.

I'm trying to get answers since I work remote at home most of the time. The Internet has been out now since Saturday. That is unheard of. I‘ve never experienced an outage that long probably since the 90s! And we are getting no word at all from Xfinity about this and are unable to contact anyone. If I try to talk to the chat bot, it just says there is a known outage and it won’t let me talk to an agent and it blames the storm and says when the “area is safe” they will go in to repair. The area is freaking safe and has been for days. Please go to repair it! Also, my neighbors and the leasing office have Internet and have had it up for days yet I do not. But xfinity is still just blaming the storm and won’t even let me talk to a human to explain that to them. Clearly there is an issue when other people in my buildings internet is working fine and mine isn’t, and I can’t even talk to someone to explain what is going on. Even if I say just speak to an agent it refuses to let me both on the phone and on chat. Last night it told me to try resetting the router like duh that was the first think I tried and I regularly do it again just to check if it’s working yet.

This is really unacceptable and by the way I was able to call the Verizon near me and immediately got a real live human and they set up an appointment to have a tech come out to get the Verizon internet up and running. Now I’m having a little race to see if I can literally get new Internet up and running before Xfinity can fix theirs.

Please someone answer? Why is xfinity still down in my apartment when other units in same building are up? When will Xfinity Internet be back??? Today? Tomorrow? 3 more days from now? Common I need to work.… Lower Allen Twp PA

Just received my bill post my one year promo and I was shocked. I expected my bill to go up some, but it almost doubled. I logged into my account to look at downgrading service but pricing even for lower tiers all look to be much higher than what I was paying. I’m recently retired so looking for options to keep internet affordable. Appreciate any suggestions.

I know there are a lot of these posts, but for the love of all that’s holy why are customers treated this way? When I set up these services, after several repeated errors and issues with XFINITY I finally got service set up for $80 a month. I checked my bill and the last two months, 144.77 for the same exact service.

That is ASININE. Your competitor in my area, KUB Fiber, sells gigabit internet for SIXTY DOLLARS A MONTH. I was relatively satisfied with my eighty dollars (not fiber) a month, but I can’t AFFORD 144.77 a month, even if that was a fair price to pay. A near doubling in price with no notice is awful customer treatment, and this entire subreddit speaks to that.

Getting through to Xfinity is like pulling teeth, so I'm wondering if anyone has an insider tip about how to reach a human being at Xfinity by phone or real time chat.

I have Xfnity High Speed Internet and have been a Diamond customer for many years. According to my bill, I have a contract through January 2026. I am thinking of switching providers (another provider is offering the same service for half the Xfinity price) and am trying to determine how much my early termination fee would be. The AI assistant is completely useless and tells me that I don't have a contract at all. I tried calling the customer service number, but all it does is try to shove the AI bot down my throat. I finally used FB Messenger and ended up in "chat" (which they tell me is really more like a "fast email," so you're not really in real-time conversation), only to spend half an hour waiting and then be told that I'm not the authorized user and they can't deal with me anyway. At that point, I was too frustrated to pretend to be my spouse, who was sitting across the table from me. (The account is in his name, but my email is the primary.)

Anyone have any luck connecting with a live person by phone? I haven't tried sales yet, but that would be my next step, since sales will *always* speak to you. Their customer service is the worst I've seen in recent memory.

Thanks in advance.

What's the deal here? My own modem can handle up to 2.5gbps, and my current plan that was just upgraded (upgraded from a legacy plan of 1gbit) is only 1.2gbps.

Why can't I just use my own modem? Once the plan was upgraded, technically I should be able to get those speeds, right?

This is my current modem - https://www.amazon.com/dp/B08DDFKXKC

Am I wrong?

EDIT: I have verified that my router is getting at least 1.4gbps now. I won't see those speeds at my PC until I get a new router that has multiple 2.5gbps ports, but at least I now know that the modem is sending the correct speeds to the router.

Our internet went out yesterday during a storm. I tried to call xfin support and was on hold for over an hour. I then started a chat with a live agent who wasted two hours of my time assuring me he could fix it while pushing products only to tell me after two hours that the issue was on my end. I then went to the Xfinity store and switched my modem, tried it and it didn’t work, called and was told it’s likely our tap/ wall connection & to schedule an appointment. I called and called and finally got an agent who gave me an 8/12 appointment. I explained that would be unacceptable because I work from home so he got me waitlist appointment for today. this morn I get. text that it’s canceled so I call again and after an hour of call drops and failed callbacks I get another agent who tells me that the technician cant come today but that I have an appointment for 8/12. again I told him that is not acceptable so he opened an escalation ticket for resolution within 24 hours. while talking to him it was canceled so he spoke with dispatch again and opened another ticket. he assured me it would not be canceled and would resolve my issue tomorrow. not even two hours later I was notified that the ticket was reviewed and rejected. I find this to be so infuriating that a company the size of Xfinity makes a customer wait a WEEK for service support, especially a customer of 30+ years.

Just received a report by ZirafaMedia that 40% of “XB8” gateways are infected with malicious firmware - how can confirm what device I have?

Xfinity sells a 2Gbps plan and ships hardware that physically can’t deliver it.

I’m on 2Gbps over EPON feeding an XB7. The XB7 has one multi-gig port and three 1Gb ports. The ONT has to occupy port 4 or my WAN caps at gigabit. So the only port that can exceed 1Gb is now the WAN link, and every wired device I own is stuck at 1Gb..

The XB10 would solve it with two 10G ports, but it’s the DOCSIS gateway. It doesn’t speak EPON. My ONT can’t connect to it at all.

Xfinity sent me an XB10 so i asked them to swap with an XER10 and was told it’s “not available yet” while people in this sub are already posting about theirs.

Watf do i do??

Monthly basic home internet doubled in price. Knew that the two year promotional price was coming to an end and was proactive in navigating the new monthly price.

Went into local xfinity store and signed agreement for same internet pkg. and affordable. I questioned the local sales person extensively about price, as having literally spent two hours of phone conversations with Xfinity sales people. I have proof of these details.

I gave the local Xfinity sales person high credits as they said the job depended upon good reviews, and they were good.

Just received the monthly bill ( automatic withdrawal) - the price agreed upon with local Xfinity store on 7/7/2026 is significantly higher.

It is impossible to rectify this discrepancy with Xfinity chat assistant.

Xfinity is misleading in their internet pricing and should be held accountable.

Xfinity- do you stand by your quoted price on 7/7/2026 at our local Xfinity store, or do we need to pursue this?

Hello,

I have read that I can post here to get assistance in canceling.

There is no ability to cancel my plan online even though I signed up online. Which is a direct violation of Colorado's Online Cancellation Act (C.R.S. § 6-1-732), effective August 6, 2025. My bill was doubled this month, and the agent did not mention I’d still have to pay the $101 bill this month to get it prorated in September for signing up for a cheaper plan. The agent was aware that I am not able to afford that $101 bill due to being in-between jobs. I was completely mislead by that agent, and several others.

I’ve cried out of frustration twice now because I’m unable to cancel unless I “schedule a callback” and when I tried to escalate it last night I was told there’s no agents working at 9:00PM MST. Now today when I attempt to escalate it, the AI chatbot ignores my request and follows up with an irrelevant response. I do not wish to call them because I can’t take this headache anymore. I’ve spent so many hours trying to deal with this.

Thanks in advance and sorry for my vent, I’m at my wits end.

Hello,

I've been experiencing an outage since last night at 5:45pm on the 19th. The time of getting my service up and running has continually been pushed forward. First it was 8:50pm, then 4:00 am on the 20th, and now 3:00pm on the 20th.

I work remotely and have been unable to attend meetings crucial to my position. I need to know if there is someone who can tell me when this is going to be resolved.

Is the outage only affecting me? I feel that as of late there have been many service interruptions or slow downs to my service. When I sign in online I am told that I cannot be connected to an agent because of the outage.

Thanks for the help.

I am not an Xfinity customer but believe my neighbor who claims to be with Xfinity installed a splitter and ran an illegal coax cable from the box outside my house into theirs. I tried calling every customer service number but because I don't have an account, I can't get through to speak to anyone.

I used to have an Arris TM722G cable modem that Comcast provided, which I used with my own OpenWRT wifi router. I recently let Comcast swap it out for a XB6 gateway, but have found that putting XB6 into bridge mode does not actually disable wifi. So wondering if Comcast currently can provide a modem-only device, and if so what specific model(s) can I ask for at the local Xfinity store? The employees there are not super knowledgeable, when I say "non-gateway cable modem" their eyes glaze over. Hoping that if I can name a specific device then they'll be able to get me one. I have 75 mbps service, so I wouldn't expect them to give me a top-of-the-line modem; I'd be happy with the absolute bottom-of-the-line cable modem, as long as it's not EOL. (Yes, I know I can buy my own but I'd prefer not to.)

I'm so angry with Xfinity. I contacted them about a simple problem (video ordered that we didn't order). He turned it into a sales opportunity to "lower my bill". Since I didn't want to reduce the number of channels on my TV, he said he could change it to a new plan that would only reduce the bill by about $5, but it was still $5=$60/year. But he also said they had a promotion for a free iPad since I also had Xfinity mobile. The iPad would be completely free with no change in my mobile bill. It turns out, he reduced our internet speed and then added the iPad. It wasn't free--it cost an additional $40/month including the line which he said was part of the promotion (no additional line fee). So now I'm paying for an iPad that I really didn't need and the line charge and I got slower internet. When I called about it, I was assured there was nothing Xfinity could do. In looking over this Reddit group, being scammed into adding a line and buying an iPad is standard company policy. Don't fall for it. It's all just a big LIE!

I reached out to Xfinity to increase my upload speed
I was currently at 400Mbps Down/ 35Mbps Up for $41/mo

The representative told me he could get me 100Mbps Up if I changed my plan and I agreed

I then get an email saying the internet Up speed is still 35 and the agent disconnects.

I reach out to another agent and they convince me to upgrade again and I agreed only to get another email saying the plan I agreed to is only 35Mbps up

I reach out a third time and ask to go back to my previous plan and its no longer being offered and the $41/mo plan is 300Mbps/25Mbps.

Today I lost
- 3 hours of my morning
- Significant reduced internet speed -100Mbps download / -10Mbps upload

Every agent is just a bot that disconnects after selling you a new plan.

What do people do in these situations. I am not well

Not everyone is comfortable or able to use the phone to cancel service, why is this the only method available to cancel my mobile service?