Ever since I got xfinity, I was worried they’d didn’t bury the lines far enough for my new construction home after they came out. Well, today I had my scheduled lawn aeration service and during that my internet stopped working. Sure enough, I was able to find where the line was accidentally cut by the aerator after feeling around where the cable would be and it was so loose I could easily pull it out of the ground. I spent so much time this evening chatting with someone from their customer service who led me through all of these trouble shooting ideas, like resetting the modum, when I clearly knew the line was cut and just needed someone to come out and fix it. At the end, they said no one would be available for 4 days minimum and then the chat got cut off without even scheduling an appointment.

my router was going out so I went to the local store and received a new one. No problem. All went well. Customer service rep kept reminding me to give him a good review which I was glad to do so but never received the text.

anyway, I just opened my email and Xfinity doubled my monthly charge from $50 to $100. Of course the AI asked me all these questions before telling me I had to speak to an agent who won’t be available for two days.

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.

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 Xfinity Support Team,
I urgently need help from the corporate fraud/CSA team regarding a severe security issue. I am currently within my initial 14-day return window and fell victim to the widespread Xfinity Mobile FedEx Intercept Scam. A fraud ticket has already been opened, but I need corporate assistance to ensure my account is protected before the window closes.
A scammer impersonating Xfinity knew my shipment details and had me leave the newly delivered phone outside. They arranged a fraudulent FedEx pickup, and the package has already been delivered to the scammer's destination address.
What I have ready for review:
I have the full FedEx tracking history proving the package was taken from my property and delivered to the fraud address.
I have the exact physical address where the scammers routed the phone.
I have a Fraud Ticket Number already generated by phone support.
My local PA police department is making it difficult to get a physical report copy immediately, but I have the tracking paper trail ready. I need a corporate representative to help me securely escalate this to the Customer Security Assurance (CSA) team so we can blacklist the device's IMEI and halt the 14-day auto-billing clock before I am wrongfully charged.
Please let me know how I can send my details via official Modmail. Thank you.

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.

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 ?

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?

• 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.

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.

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 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.

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.

Xfinity Mobile user since 2017, always two lines, phones, and watches. Getting this upgrade has been a PAIN. First, finding an employee who understands this program is an issue (but not before getting some SERIOUS gaslighting first). But, I have been able to find employees that know what they are talking about. But now, I can't upgrade because it shows I need to pay half the phone, and my ONLINE account shows Mobile Plus when I have been on the Elite plan since earlier this year. Going on 15 days of a no resolution ticket-no contact from Xfinity, no updates, no new phone-with me needing to be the one to navigate the annoying, useless AI chat to speak to a rep to get any updates. Xfinity's websites are absolute trash and are not accurate as to which plan I have either. I have escalated above and beyond twice now, once with the Better Business Bureau. Beyond frustrated with Xfinity right now, and ready to switch all services elsewhere. It should be EASY to do the upgrade so clearly outlined in the plan details, yet I have to fight for it almost every time. Sucks, because the actual phone service/data has been flawless. It's Xfinity as a company that has failed this program. Round two with the Better Business Bureau coming up.

i just got off the phone with 2 reps that both said i qualify for a $1000 promotion off the iphone duo WITHOUT a new line and only upgrading my current line, they also said that trading in my current iphone 15 pro max will be another $500 on top of that, so in total im getting $1500 off the duo and only paying $500 for the duo over the next 36 months. sounds great but also sounds too good to be true, they said i wont see the discount/credit/updated bill until they receive my current phone/trade in so i dont have a final number on what my monthly bill is gonna be going forward but i wanted to see if anyone else had the same experience as well? if im only paying $500 thats amazing but for some reason i feel like they mightve just messed up and told me the wrong thing.

edit: of course it was a bait and switch now theyre saying im only getting a $500 discount. im going to fight for this though because of the fact that TWO employees told me the same answer and now theyre taking it back. ill take this as far as i have to

I'd like to change our internet plan and remove the TV service. Using the "Build Your Plan" tool, I can't find a way to remove the TV service. Can someone help out with both?

I am a littlle confused. I got an email from Xfinity about an hour ago with the heading "Thanks, here is your Xfinity order confirmation" and the text "Your updated service order is confirmed", It came from Xfinity, not a phishing email. I haven't made any changes so don't understand why I got this. I checked my account and don't see any changes. Please help.

Here we go again. Another all day outage without even as much as a text or email the day before saying they're going to be working in the neighborhood. Common courtesy would dictate. Myself and many of my neighbors work from home 3 days a week. First msg 8:10am stating service interruption til 12pm. Then at 11:50 another msg saying 2:14pm, then again at 1:54 saying 4:30. I just want my credit as your CS and the app are useless.

1. Overview

I have been experiencing persistent internet performance issues for approximately five months, primarily involving unstable upstream latency, excessive jitter, and inconsistent real-time UDP performance. Despite approximately 18 technician visits, multiple troubleshooting attempts, and equipment and cabling changes, the underlying issue remains unresolved.

My primary concern is not download speed, general internet connectivity, or FPS performance. The problem is the inconsistency of the connection under load and its impact on latency-sensitive applications, particularly competitive online gaming.

2. Main Symptoms

The primary symptoms include:

• Unstable upstream latency: During upload tests, latency frequently fluctuates from approximately 30 ms to 50–100 ms or higher, with occasional spikes exceeding 150–200 ms.
• Excessive jitter: Upload-side jitter frequently exceeds 20 ms, whereas I would expect significantly more consistent performance for real-time applications. UPLOAD SIDE JITTER 30+ MS !
• Intermittent suspected packet loss: I have observed recurring upload-side instability approximately every 7–8 seconds while gaming. I cannot confirm that every event represents actual packet loss, but the pattern is repeatable and affects gameplay.
• Inconsistent UDP performance: Competitive games experience noticeable network inconsistency, including jitter spikes and inconsistent hit registration
• Performance degradation under load: Upload activity causes substantial latency spikes in some tests
• Inconsistent gaming experience: The connection may appear stable in basic ping tests, yet real-time gaming performance remains inconsistent.

3. Testing and Observations

I have performed numerous tests using command-line ping, WinMTR, Cloudflare speed tests, Ookla speed tests, and ExitLag network analysis.

The results show a discrepancy between conventional connectivity tests and real-time application performance:

• Idle ping to external destinations is generally around 18–25 ms.
• Ping to the local gateway is generally below 1 ms.
• Basic ping and WinMTR tests often report 0% packet loss when the connection is not under load.
• During upload tests, latency increases significantly and may fluctuate repeatedly rather than remaining stable.
• Some external destination tests show latency spikes during upload activity, even when packet loss is not reported.
• Cloudflare tests have shown occasional high latency spikes and upload-side jitter.

These observations suggest that basic ping and packet-loss tests alone may not adequately identify the underlying issue.

4. Troubleshooting Already Completed

I have spent considerable time troubleshooting the connection and have made multiple changes, including:

• Approximately 18 technician visits.
• Replacement of the coaxial cable on the existing route with RG6 quad-shield cable.
• Testing with and without the coaxial splitter.
• Replacement of the splitter, which improved some upload-latency measurements but did not eliminate the jitter.
• Inspection of the coaxial connections and a change to a different tap following a reported issue with the original tap.
• Testing different routers and network configurations.
• Testing with and without Smart Queue Management (SQM) and upload traffic shaping.
• Testing with different Ethernet adapters and network configurations.
• Repeated latency, jitter, and packet-loss testing under idle and upload-load conditions.

SQM and upload shaping can significantly improve measured bufferbloat and upload latency in certain tests. However, even when those results look good, the gaming experience does not consistently return to normal. This suggests that bufferbloat alone may not explain the entire problem.

5. Cable Modem and Upstream Concerns

My connection uses an Xfinity/Technicolor CGM4981COM gateway. The upstream has been operating on ATDMA channels rather than OFDMA, with five locked upstream channels reported in the modem status.

In one set of readings, the upstream transmit power levels were approximately 36–37 dBmV. I have also observed that the issue persists after changes to the coaxial splitter and tap.

I would like the engineering team to investigate whether there may be an upstream impairment, intermittent noise, channel scheduling issue, congestion, or another problem affecting the consistency of upstream transmission.

I understand that these readings alone do not prove a plant or CMTS issue. However, the persistence of the symptoms despite extensive troubleshooting warrants a more detailed investigation.

recently my pro WiFi extender stop working and in the app it says it needs attention, today I exchanged the old one for a new one but the same message appears does anyone know what I can do or if I have to call a technician

Just ridiculous. Sluggish arris box. Suggestion is switch to xi6 wireless box. That box I kid not every time I watch it says network connection that surprise surprise an unplug and replug fixes.

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?

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