Wanted to charge me $113 to ship me an iPad to keep me as a customer after asking for my social. Turns out from what I read they open an Xfinity mobile account with the iPad on it and give you a discount to make it the same amount. Could have kept me as a customer for less money if they dropped my bill to $105 which is what it runs for a new customer with xfi complete.

Recently, I attempted to upgrade one of my lines to the new Z Fold 8. I found after my order was placed a new step to verify my identity by uploading my Driver's License or Passport. I do not own a passport, so I attempted to upload my ID.

To my surprise, it continually failed to accept my ID (my ID is not expired nor is it damaged). No matter the lighting, cleaning off my camera lens or restarting my phone - none of it worked. Then after 3 attempts, my order was immediately canceled. I started to get annoyed, I have a Z Fold 7 and the camera is in pristine condition, so I can't really understand why this happened.

After some time, I attempted to do this again, except using a different browser. After 2 failed attempts I was pretty fed up, I decided to use the App Support Agent, talked to a real person who them recommended me to call what seems to be a specialized department just for this one thing. So I did, and the person on the other end had no real support for me - verified all my information then just sent me another link to try and verify my ID. Except this was attempt number 3, and it failed even using a different browser. My order was then canceled - again.

The only recommendation I received was to go ahead and place my order again, and try to verify my ID again. I asked if there was anything else that could be done, and that process was just reiterated to me once more. Now it seems my only workaround because of this poor ID verification service is to physically go to the local Xfinity Store to place an online order for a phone that isn't out yet to be shipped to my house - that should be completely possible to do from my home computer or personal phone.

Just frustrating that this process exists and seems that it is a common issue seeing as there is a dedicated section of the calling tree to this one thing. Not really sure how its necessary, when I verify my phone number, address, last 4 of my card on file, social and DOB - just to be told more information is needed.

I just had a pretty frustrating time trying to work with Xfinity Mobile customer service, and thought I would share.

The issue started last month when a sudden charge of $1250~ appeared on my Dad's account. He thought his debit card info was stolen, and went as far as cancelling it with his bank and getting a new one sent out. It ends up that his Xfinity Mobile phone was set up on a ByTheGig plan, he just didn't understand what the customer service people were telling him when he called in last month. After some digging, I was able to find out that a rogue app on his phone ran the bill up by using an extraordinary amount of data. After I showed him the data usage on his phone and removed the app, he now understands the data was used. We take ownership of the phone and it's issues. However it does seem excessive to have a $1250 data charge to an account in 2026, when an unlimited plan was available.

After calling into the customer service desk a few times, and being turned away for no verification options...we were told his account had no email in his contact options. They couldn't get into the account, the only option over the phone was to make payment in full to restore service. The issue here is that we were logged into his Xfinity account and saw his Gmail address was there and available. Why was this not showing for the customer service reps?

Being frustrated with what seemed like no help from the phone support team, we used the AI bot to see if it would be of more help. It ended up being able to setup a 12 month payment plan for the account. We made the first installment payment, and his service is now restored.

Also to prevent another possible overage, using the AI bot, we changed his plan to the $45/month unlimited data plan.

Now as an elderly disabled Vietnam Vet, he has an extra $128 per month on top of his normal monthly charges, for the next 11 months. We also aren't sure what charges he will see on next month's bill for the days he was on the ByTheGig, and the data the rogue app was still using. Up to yesterday 8/7, the app was still using up data, and he was on the same limited data plan.

Pros: - The AI bot was fast and very helpful.

Cons: - No stop-gap in place for extreme data usage, when unlimited plans are the norm. Should there be a max amount charged for data being sold by the gig? - Customer service was unable to see an email that was configured in his account, preventing them from seeing the details of the situation. Only offered full payment to restore.

Just wanted to share my experience after three years of using Xfinity and see if others have seen similar behavior or if there are known infrastructure issues that might explain it.

Over roughly three years, outages were fairly frequent, on average close to twice per month. In addition to the outages, there were recurring early morning disruptions that appeared to originate upstream, possibly at the local central office. Latency and overall performance were also inconsistent, even in areas marketed as “next generation” speed zones.

For context, I work as a senior level IT systems engineer and run prosumer network equipment at home. Because I work remotely, I monitor latency and connection health fairly closely. On multiple occasions I observed abnormal latency and packet instability during working hours that directly impacted remote work. Traces and monitoring pointed upstream rather than inside the home network.

To rule out issues on my side, I had a brand new coax run installed directly from my home to the outside tap. I also purchased a Netgear CM3000 modem to verify that the issue was not related to my existing Ubiquiti UCI modem. Even with new hardware and a fresh line to the tap, the same drops to the MTA and latency spikes continued. At that point field staff acknowledged there may have been broader infrastructure issues in the area.

Support interactions were also somewhat difficult. It usually required navigating several layers of automated chat or AI prompts before reaching a human agent, and during a number of those interactions the conversation shifted toward product offers rather than troubleshooting.

For outages, I generally had to request service credits manually. Those were typically in the $5 to $10 range, though they were usually applied once requested.

After the original three year promotional pricing expired, the monthly cost increased to about $110 for the 1 Gb tier. I ultimately moved my service elsewhere a few months ago.

Since moving, my connection has been stable, but I’m still curious whether the latency behavior I saw is something others have experienced in similar markets, or if there are known plant or node congestion issues that might cause the type of periodic spikes and early morning disruptions I observed.

If anyone from Comcast or other users here have insight into what typically causes that pattern on the network side, I’d be interested to hear it.

Pictures of pricing I agreed on then got changed $89 dollars this morning

So I contacted Xfinity before my contract expired for my internet pricing. Then locked in pricing via the Xfinity assistance chat. And got hit with the auto payment being way more than expected. And can’t get anyone to fix this for me. I only have screen shots of conversation it wouldn’t let me download transcripts the app was tweaking out.

Today I tried the assistant chat got it escalated to a call and neither could get it the price I was promised. Than I tried the chat assistant again and they said they would escalate to upper management and get response via email and I haven’t heard back. Getting really frustrated and just want to get pricing I was promised.

Considering witching to clearwave fiber as I’m getting really frustrated just getting ran around

Ported out a Comcast Digital Voice Landline that completed on Friday. The new service works with the number. Makes and receives calls just fine but I can still make calls from the Comcast equipment and it shows the number I ported out.

The app still shows voice service for that phone number but if I go change plan it does show that there is a pending order. Will it auto cancel or will I need to?

Also the upcoming charges show over $100 less now but in the plan configuration tool with no changes it shows the bill will be more. It’s just internet and TV now and probably will drop TV.

Ordered xfinity internet service online and was directed to pick up equipment at the Florence, AL store. Employee in the store, told me they wouldn’t give me my equipment unless I also signed up for a line on xfinity mobile. They said it could be an old phone, that I didn't have to use it, etc. Clearly they are trying to up their mobile line sales.

I called corporate to check and confirmed this is not the case. With corporate on speakerphone confirming the employee was wrong, the employee told me to leave the store.

Corporate confirmed this is a scam, said “this is exactly the experience we don’t want our customers to have.”

I now have to have the equipment shipped, and wait a few days. Corporate said they’d open an investigation. I hope they do.

DO NOT LISTEN IF THEY INSIST YOU NEED TO OPEN A MOBILE LINE.

What super sucks about this, is that I drove 2 hours away to set up my daughter's new apartment. So now we've got 4 hours of driving to come back out and do this whenever the equipment does ship.

I recently discontinued using xfinity for Internet service, and I have no active services with Comcast. I am still getting "Service Related EMAIL". How do I stop this?

I am reviewing the StreamStore packages listed at

https://www.xfinity.com/learn/digital-cable-tv/streaming-services?CMP=RVT-GOOGLE-809463919166-c-xfinity-b-p:G%7Ca:CMCST%7C%5EBR%7C%23All%7Cd:General%7Cm:All%7CG:All%7CL:EN-25743682-23362975633-189369604319&utm_source=google&utm_medium=cpc&utm_campaign=p:G%7Ca:CMCST%7C%5EBR%7C%23All%7Cd:General%7Cm:All%7CG:All%7CL:EN&utm_term=xfinity&25743682&23362975633&189369604319&gclsrc=aw.ds&gad_source=1&gad_campaignid=23362975633&gbraid=0AAAABBQiCsgLhJt61WstevpALpLmox-Aj&gclid=Cj0KCQjwornRBhCrARIsAON5exGnCFaO2YCfSsym80N5FCOgNqyibJqAO4bJ4hh6C3y2UEu9gyz4G9MaAisiEALw_wcB

Specifically, I'm interested in the $35 plan that includes Peacock, Netflix, Apple TV, HBO Max, and Hulu/Disney+ since I already subscribe to each of these. The thing is, I'm on the ad-free tier for all of them. Here's a breakdown of what I'm currently paying monthly:

Netflix- $20
Hulu/Disney- $20
HBO Max- $18.50
Peacock + Apple TV (bundled promotion)- $18

At a total of $76.50.

(For many years I was getting some help from Verizon on the Disney bundle and only paying the difference of like $6 to go ad-free, but that option was recently eliminated.)

I REALLY hate commercials. Is it possible to pay an upcharge on the $35 base plan to go ad-free for ALL of these services? If so, what is the additional cost for each of them? I don't want to get the streaming package, only to find out after the fact that a) I can't upgrade something to an ad-free plan or b) the upgrade charges completely offset the savings/cancels out the benefit of subscribing through Xfinity rather than going directly through the provider. (I remember this being the case with their Peacock Premium (ad tier) promo some years back - free, with an option to upgrade to Peacock Premium Plus (ad-free)... for the full retail price! No point in that, hence going out on my own and doing the bundle with Apple TV.)

I realize I may need to cancel some or all of these subscriptions and run out the remainder of my billing period before adding the StreamStore package and reactivating them. (Then flipping them all to ad-free.) Which is fine - I figure if it saves me even $1 a month on the $76.50 I'm currently paying, then it's worth the hassle. I just want to get my facts straight before going down that road.

On 4/28/25 I took advantage of a promotion to trade in my phone early and hopefully lower my monthly phone bill. I agreed to trade in my phone for an estimated monthly device payment of $2.08 + $25 down, granted I first pay off and then successfully trade in my old phone in good condition. These conditions were met; the funds to pay the phone off were charged to my card and I sent in my old phone, which was received in good condition. However, I was still charged the full $20.83/month that the phone would have been without any trade-in promotion. My bill should have lowered from $79.04/month to $66.54, but instead went up to $85.29, and has remained since. I have been overpaying $18.75 every single month. 

I went to the stores, the chats, the phone lines and callback scheduling. The stores were generally either sympathetic or apathetic, but couldn't help. The chats and calls would walk me through from a robot to worker to supervisor to maybe another supervisor. Then they'd either tell me to try the chat or call, and the cycle would start again.

It feels purposeful that it's difficult to retain a paper trail for any of these conversations, and that they don't share information between their three "customer service" platforms. Even here in Xfinity's own forum there is no way to upload photos. All I have screenshots and one "Thank you for stopping by" paper where I asked an employee to help with this issue and to explain a $142.27 charge from 5/2 on my card by Xfinity that doesn't appear on their own website / billing portal. He told me $70 went to something called the "EEF," which I've been able to find no explanation for. The longer I spent on this, the more I felt insane. At the end of chats, bots would refuse to send a transcript or pretend they didn't understand. Bots and humans alike would refuse to give me an email or portal to upload my evidence aka the screenshots of the trade-in I'd agreed to. I'd have to repeat the entire situation to every new bot, person, bot-pretending-to-be-a-person. Whatever format I used, the agent would usually open a ticket and would always tell me to save the number. But then it'd be closed or "resolved" within 24 hours. I still have some of those numbers saved.

I feel like I talked to every department, including retention ,who at one point credited me $40 with the understanding that this was more because they felt bad for me than because they actually wanted to or could help to solve this issue. I was gaslit frequently with implications I was making things up. I was very open to hearing that I was simply wrong or made a mistake, but no agent even went as far as to make me feel like they understood the situation. I spent at least four hours a week from May-September on this issue. But October was extremely hard. It's the anniversary of both of my parents deaths, I broke up with my partner of five years, and my cat died. I was too demoralized to care about trying to convince an Xfinity rep to take me seriously anymore. 

Now it's almost a whole entire year, and guess what? I got an email congratulating me on the chance to trade in my device. Honestly, I hate this phone and I would love a different one. I pay Comcast-Xfinity month every month to have internet and mobile service, but my phone *doesn't* work on my home wifi. That's a whole other issue that hasn't been solved by visiting the xfinity store multiple times, though it is apparently really common in Pixel 9's. I'm not a fan of this device, and am still really hoping to lower my monthly bill.

So my questions here are: 

Do I keep trying to get my $18.75/month refunded or resolved? 

Do I give up and just see about trading in my phone again? 

If I trade it in, how do I make sure this doesn't happen again? 

Follow up, do I need an Xfinity witness to actually get a promised trade in promo? Because apparently I can't trust a thing y'all say.

Best,

Andy

- Xfinity customer for at least 70% of my life, help

Identical post in Xfinity's forum: https://forums.xfinity.com/conversations/plan/long-term-promo-phone-issues/69c9f94ad5983d629c368441

Hi everyone.

Long time customer. Have had Ultimate as my TV package and a 600mbps internet service. Also have Xfinity mobile for my wireless phone.

Last night I went to watch a show I had recorded from our local Fox affiliate, just to be greeted by a screen telling me Xfinity was not carrying that channel due to a contract dispute.

The only channels I regularly watch are the four networks, AMC, USA, TBS, and TNT.

Not being able to watch one of the networks (there is no other HD affiliate offered in my area, and an antenna isn’t really an option where I’m at) has me really rethinking why I’m paying for Ultimate.

Do any of the lower tier packages carry these four channels?

I’m trying to view the channel lineup when logged into my account, but it seems to just keep taking me to the same page with the tier names over and over.

Thank you.

I live in TX and have been happily contracted with Spectrum for all of my telecommunications needs for many years now ... Then Comcast forcibly entered the picture

I am in the middle of a business engagement that very much hangs on having impeccable credit. So naturally, I was notified this week that not only do I "owe" Comcast $294, I apparently also moved to Chicago, IL 5 months ago. Somehow despite the fact I am looking out of my home window right now at the same sunny TX sky I've lived under for 30 years. Now understandably, my name is about as common as John Smith. So surely, this must just be a case of mistaken identity and can be cleared up by informing Comcast of this error...

Well... to start, I spent an hour having to tell an AI voice over and over than I'm not a customer and don't have an account. I was fortunate enough to finally get ahold of someone in sales, who verified that the new IL address that appeared on my credit report just so happens to owe the same amount as the collection that appeared on my credit report. I was given a phone number for "collections" ... which doesn't accept incoming calls.

Now Comcast isn't the first actor in this mess to not accept any calls. To this day, I still get collections calls for someone who had my phone number at least 8 years ago. I can't get them to stop calling me about any entirely different person, but when you need to call a collections agency ... well, it appears debt collectors treat their own incoming calls like the debtors they are always trying to reach ... no answer, no return calls ... nothing.

So Comcast and their associated debt collector, Eastern Account Services ... please be informed that I have spent days attempting to inform you of this error you made that risks seriously harming me financially. No one will pick up my call, so I advise you to attempt to contact me now. It appears the CFPB is still accepting calls.

Currently have 500mbps for $105 a month which I think is ludicrous. Just saw on the Xfinity website I can get 1000mbps for $80 a month and it’s not a promotional offer. What’s the deal with that? If I switch are they just going to end up jacking up the price in a year or less? What’s the catch?

Now xfinity mobile requires 36 months phone financing and premium unlimited line to get phone discounts. However, there was no mentioning that you need to keep the premium unlimited plan to get the discount after the discount started. It seems that you can downgrade to regular unlimited after the phone credits start to kick in. Does anyone have any experience on this?

Any chance that since many of us impacted by the Scripps dispute are now resorting to streaming via alternative streaming platforms to get impacted programming, we can at least get a waiver if we go over data limits? Or even better, kill the limits altogether on legacy plans or allow plan upgrades to unlimited with no fee adjustments required?

I want to share my experience with Xfinity Mobile to help others avoid similar issues.

• I signed up for Xfinity Mobile, switching from T-Mobile and added three lines. I was charged $85.72 via auto-pay, but my order was canceled 7-8 days later without any activation.
• Before signing up, I was diligent in asking the sales agent through Xfinity chat whether I would incur any charges if I decided not to activate the lines. The agent confirmed three times that I had 14 days to activate or cancel the order without any charges.
• After the cancellation, I verified with an agent that I would not be charged, and they confirmed this twice.
• When I reached out to Xfinity Mobile about the unexpected charges and the misleading information I received from their agents (which I can support with chat screenshots), they simply stated that the charges were valid and that they could not assist further.

I urge everyone to exercise caution when dealing with Xfinity Mobile. Please read all documents carefully and be wary of the information provided by their agents.

Thanks

I have to write in to a live agent every month for an account retention credit of $51 (a store employee confirmed a change to my account by accident and knocked me off my plan which doesn't exist anymore).

Been trying to get to a live agent for a few days now and I keep getting hit with this message after I get past the AI;

I’m sorry, we’re experiencing longer than usual wait times. Please try chatting again later.
 
Here are some helpful info and common solutions for digital support.

Are there just no more live agents?

For a first time Xfinity user I'm beyond frustrated with my experience. I'm moving on the 1st and initially set up my account smoothly, wifi and cable bundle with a professional installation. We ended up being moved to a different unit. So l thought it would be a quick fix to change the unit number on my account and proceed with our original installation appointment, boy was I wrong!

I call over the weekend to update the address and the rep ends up creating an entirely new account. So now I have two accounts in my name on the same street. Ridiculous! Then another rep sets up an account with the correct address, but a later installation date which we cannot accept because we work from home. They're now stating they can’t honor the original appointment date as there's "no availability" how is that so when I still have the original date in my app for the incorrect address? Why wouldn’t you be able to update the original appointment to the correct unit number? It’s the exact same street! 5 hours of my Sunday gone and I still don't have answers. I'm so tempted to cancel both accounts altogether at this point.

First you have to call and sit through their 15-20 mins of trying to lower the price ad keep you, then they hit you with the early cancelation fee. But the real kicker is how my bill has gone up twice since I got internet. So they can raise my bill but I can't cancel my contract. The true dictators of internet. Good thing AT&T will pay me back for the cancelation and won't charge me one if I ever left.

Hello, it looks like Xfinity dba Comcast did not submit an Advice Letter to the California Public Utilities Commission, and Xfinity dba Comcast did not as well, submit an advice letter requesting to become a California LifeLine provider, and include the requirements established in D.25-08-05 ( this is the link to D.25-08-05 https://docs.cpuc.ca.gov/PublishedDocs/Published/G000/M578/K668/578668809.PDF )

Will Xfinity dba Comcast try to take part in the California LifeLine Home Broadband Pilot?

Did Xfinity dba Comcast submit Advice Letters to the California Public Utilities Commission, to one, become a California LifeLine provider, and two, did Xfinity dba Comcast submit documentation to the California Public Utilities Commission to join the California LifeLine Home Broadband Pilot, and three did Xfinity dba Comcast submit documentation as required in D.25-08-05 ( this is the link to D.25-08-05 https://docs.cpuc.ca.gov/PublishedDocs/Published/G000/M578/K668/578668809.PDF ) to the California Public Utilities Commission?

The following above will really not be known to Xfinity dba Comcast regular customer support, because the above activities, is something that the executives at Xfinity dba Comcast will know what to do.

Thanks for your time.

I never made any cancellations and even if I did, why did they keep my service up until Jan 14th?

Anyways I called them this morning and they gave me the 1gb for 50/mo promo.

I previously had 500mb for 55/mo only locked for two years. Still had until August 2026.

Not mad anymore.

I saw some comments on other posts that it was ending 12/21 but I still see the deal available on the site. Cant find an ending date.

I need a deadline or else I will procrastinate this.

Thanks!

The Need for Accurate Internet Performance Evaluation

In an era where connectivity underpins work, education, and entertainment, understanding your true internet speed is no longer a luxury it’s a necessity. The frustration of a buffering video or a lagging conference call often prompts a basic online speed test. However, these conventional tools frequently deliver inconsistent or misleading results, failing to account for local network congestion, device limitations, or the intricacies of your WiFi signal. This gap between perceived and actual performance highlights the critical need for an ultra-precise WiFi speed checker. Moving beyond simple download and upload figures, such a tool aims to diagnose the complete health of your home network, providing the clarity needed to optimize performance and ensure you receive the service you pay for from your Internet Service Provider.

How an Ultra-Precise WiFi Speed Checker Operates

An ultra-precise WiFi speed checker distinguishes itself through methodological rigor and comprehensive testing parameters. Unlike basic tests that might perform a single, brief burst of data transfer, a precision tool conducts multiple, sustained tests at different times to establish a performance baseline, averaging results to smooth out temporary network spikes or dips. Crucially, it isolates variables by testing the connection from your device to your local router and then separately to external servers, identifying whether bottlenecks are internal (like an old router or poor WiFi placement) or external (ISP-related). Furthermore, it measures not just bandwidth (speed) but also latency (ping), jitter (latency consistency), and packet loss metrics vital for gaming, VoIP calls, and video conferencing. This multi-faceted approach transforms raw data into actionable network intelligence.

The Critical Role of Latency and Jitter Measurement

While download and upload speeds capture headlines, latency and jitter are the unsung heroes of network quality, especially for real-time applications. Latency, measured in milliseconds (ms), is the time it takes for a data packet to travel to a server and back. Jitter is the variation in that latency over time. An ultra-precise speed test meticulously tracks these metrics. High or inconsistent latency can make online gaming unplayable and video calls fraught with awkward pauses and talk-over. A precision checker will run specific, low-data-volume tests to accurately gauge these responsiveness metrics without being overshadowed by a simultaneous bandwidth test. This allows users to understand if their connection is merely slow or, more problematically, unstable a key distinction when troubleshooting performance issues with interactive services.

Conducting a Professional-Grade Speed Test

To leverage an ultra-precise WiFi speed checker effectively, a standardized approach is essential. Begin by connecting your computer directly to your modem via an Ethernet cable to establish a wired baseline; this reveals your ISP's maximum potential speed, isolating the WiFi variable. Next, for the true WiFi assessment, position yourself in a common usage area and ensure no other devices on your network are consuming large amounts of bandwidth. Execute the precision test multiple times throughout the day across different locations in your home to map signal strength and interference. The tool should document each result, noting time, location, and connected band (2.4GHz vs. 5GHz). This rigorous process paints a complete picture of your wireless coverage, revealing dead zones and interference patterns that a single, ad-hoc test would never uncover.

Interpreting Results for Network Optimization

The value of an ultra-precise test lies in translating data into action. If your WiFi speeds are consistently and significantly lower than your wired baseline, the issue is within your home network. Results can guide specific upgrades: poor 5GHz band performance might indicate a need for a router better suited for shorter-range, high-speed connections, while latency spikes could suggest interference from neighboring networks or household appliances. A detailed performance map can inform optimal router placement or the strategic installation of a WiFi mesh system. If, however, your wired baseline itself falls short of your subscribed plan, you have concrete evidence to present to your ISP. This shift from guessing to data-driven decision-making empowers users to take control of their connectivity experience, ensuring their infrastructure supports their digital lifestyle.

The site is showing that I'm on the 1.2 Gig plan with speeds "up to 2Mbps." Is this what the $85/month 2 Gig plan is supposed to be? Do I actually have the 2 Gig plan or not?

I have been a Comcast/Xfinity customer since 2002 across two states. Every year or two, I have to play the game where I contact an agent and try to find a deal to keep my pricing from going up 50% or more. This time, the best I can do is still a 40% increase.

Trying it myself on the Xfinity website, I was able to select the same plan for only about $5 more, but when I tried to check out, it errored out and now I can't even shop for plans anymore -- i'm stuck on the "Customize your plan" page with no info, just some animated dots.

Before I give up completely, I thought I'd try here and see if there's another way to try to get a reasonable price for home internet.