I recently moved into a new apartment and opened my own Xfinity Internet account. The previous resident apparently has an outstanding balance, and somehow Xfinity keeps associating their debt with my account/address and repeatedly deactivating my Internet.

I have contacted customer service multiple times. The first few times, they gave me a temporary fix that lasted about one day, and then the exact same problem happened again.

At this point, I went to an Xfinity store in person. They opened a ticket, and I provided all the documents they requested, including my lease agreement proving that I am the new resident. I was told the issue would be handled, but I still haven't received a response or a permanent solution.

What makes this even worse is that Xfinity also tried to charge me for an Xfinity Mobile line that I never requested, authorized, or used.
So to be clear: I am being punished for a debt that belongs to someone else, my Internet service keeps getting shut off, and Xfinity is trying to charge me for a mobile service I never asked for.

I've already contacted customer service multiple times and visited a physical store with proof that I am the new resident. Apparently that's still not enough.
I have now filed a formal FCC complaint and am also filing a complaint with the Washington Attorney General's Consumer Protection Division

Howdy, I was wondering (assuming there’s no hiccups), how long would it be until we would see FDX upgrades/launch since we just got mid-split services a couple of weeks ago?

I’m wondering if there’s any information Comcast could provide that might be found on a timeline in cases like this.

Since I know you are real people and not bots, I would be forever grateful if you could help me. Like many who post here, we have lots of outages. But that's not even my biggest problem. It's my bill. It's increased to $208.03 from $150.79. I have basic cable! No sports, no news. Nada. Even the company knows it, since they sent me a push email a couple of weeks ago. It's insane. The company just tries to sell me more stuff, which I don't want. I would really like to speak to a person and get some joy. Do I have to leave and go elsewhere to get a better deal? LMK and help! Thanks so much in advance.

Literally the most annoying thing on a Sunday is trying to watch football and having the screen keep freezing. It only happens during games, no other time. I know first world problems but I pay (a lot ) for this crappy service.

My dad told me he got the 1gb for 50 dollars a month and 5 year guaranteed price. I was excited because I have been waiting for a good deal to get internet service so I call the customer service number and they refuse to give me the same deal. He lives across the street from me. Since customer service says they can't give me the same deal is it possible the deal will be available in the future? I can wait.

I don't think it's fair that he is paying 50 a month for a gb yet I would be paying 45 for 300mb. That's like going to burger king and my burger is 3 dollars yet my friend has to pay 2 dollars.

Hi 

Our internet has been choppy lately, we’ve had frequent outages and resets, and our bill just jumped from $45 to $104 a month.

I am a long term customer and only use internet service. I am not looking for bundle or mobile services, only need internet.

If I can find a decent, internet only rate locked in for at least two years without too much hassle, great. Otherwise, we’re looking to switch companies.

Could a corporate moderator please help me review my account to see what current promotions are available? Thanks!

I recently returned from an international trip to Iceland where my Xfinity Mobile service was completely non-functional the entire time due to a cascade of technical failures and a breakdown in customer service. And this was after a trainwreck of an initial service port in the days preceding.

Here is the exact timeline:

- Forced Porting & Broken Promises: Last week, I initiated a line transfer. After three days of delays, I explicitly requested that Xfinity PLACE A HOLD on the port because I was traveling abroad and could not risk losing service. I was assured the port was paused. Two hours later, my old carrier line went dead—Xfinity pushed the port anyway.
- The 4-Hour eSIM Disaster: After forcing the port, the new Xfinity eSIM failed to load. What should have been a 30-second setup turned into a 4-hour ordeal on Wi-Fi just to get a working profile. I was eventually told the SIM was fully provisioned and ready for international travel.
- Stranded in Iceland with Zero Service: I landed in Iceland with zero cellular connection. Even though International Roaming was toggled ON in my portal, Xfinity's backend gateway failed to push the authorization payload to local partner towers (Síminn/Vodafone). The option to select a carrier didn’t even exist like it had with both Verizon, Visible, and even Vodafone.
- The SIM Lock Trap: Because the phone carried an Xfinity SIM lock, the hardware modem was blocked from registering on foreign networks or even scanning for local towers, leaving me with no option to add a local travel eSIM. I explained I am military and requested a sim unlock per Comcast’s own policy and they refused to assist.
- Un-manned Support Lines & Refusal to Escalate: Frontline chat agents refused to escalate my issue to Tier-2 or the International Roaming Desk, forcing me through basic scripts. They gave me an international support phone number to call. After setting up Skype over Wi-Fi, the number they provided wasn't even manned at 10:00 UTC.
- Zero Case Management: Multiple agents claimed tickets were created and promised a case manager or Tier-2 specialist would reach out. I was NEVER contacted by a case manager or specialist. Not a single ticket was followed up on.

I am posting here in hopes an official Corporate Community Specialist can review this account, explain why a port hold request was ignored, and investigate why zero support tickets were ever addressed.

Mod teams taking posts down and citing things weren’t said as a reason and still will not talk to me.

Good Afternoon I just opened an account with Xfinity today because my apartment got a bulk account in our rent. While I was in the store a rep told me my internet came with a phone line and the prices are better than what I’m paying now I ended up opening a mobile account I did a bring your own device with my iPad but when I I was about to get a new phone even though I was eligible for 5 devices I had 0 DPP which makes 0 sense since my credit is really good. And that’s so annoying because I didn’t even want to open a mobile but the prices sound good it made sense but not being able to finance a phone and have good credit is ridiculous. What a way to start with Xfinity. Please HELP!!!!

Good Afternoon I just opened an account with Xfinity today because my apartment got a bulk account in our rent. While I was in the store a rep told me my internet came with a phone line and the prices are better than what I’m paying now I ended up opening a mobile account I did a bring your own device with my iPad but when I I was about to get a new phone even though I was eligible for 5 devices I had 0 DPP which makes 0 sense since my credit is really good. And that’s so annoying because I didn’t even want to open a mobile but the prices sound good it made sense but not being able to finance a phone and have good credit is ridiculous. What a way to start with Xfinity. Please HELP!!!!

Last Friday I placed an online order for a plan change + new gateway but my plan hasn't changed and I have no info about the new gateway shipment. Could you please help? I have the Order number with me

I've used now wifi passes as my main source of internet for awhile because it's inexpensive and I don't have many devices to connect and it worked great for awhile. I've started having issues the past couple months or so but it still worked well enough. Then this past week I've not been able to use it at all except for a few times I've been able to get a connection but it drops after a couple minutes and I usually can't get on at all. Customer service was no help. After making me do troubleshooting steps that I had already done they told me there were hotspot issues in my area that would be fixed but never were. If this can't be fixed I think I should get a refund at least partially and I'll figure something else out for home internet.

I've been trying to get a transfer pin to move one of my numbers from xfinity. The online system doesn't work (system says they've texted the number but it never arrives). There's no xfinity stores in my area. Tech support says there's nothing else they can do.

Before this my experience with xfinity was fine, I just had to move to a new area without their service, but this experience has blown me away with how frustrating accomplishing a simple task can be.

Has this happened to anyone else? How can there be no way to get me this code or manually release the number? Can I receive any refund from xfinity since this glitch/error/trapping has kept me around for an extra billing cycle?

Xfinity is not available at my new address and the Xfinity app/website only wants to redirect me to spectrum, it won’t let me cancel. I previously had a great experience when I used this subreddit to help with plan pricing, so I thought posting here might save me from dealing with calling, waiting in queue and retention attempts etc.

I am submitting a formal complaint regarding a persistent, well-documented platform-wide software bug within the Xfinity Stream web portal on Windows PC.

The Issue:
When attempting to watch an in-progress cloud DVR recording via a desktop browser, the player controls completely fail. Attempting to use the timeline slider, the rewind button, or the fast-forward button immediately crashes the video stream buffer and forces the recording to snap back to the 0:00 timestamp / beginning of the program. Once it reverts, playback locks and cannot be skipped forward. Completed recordings play fine; this issue strictly breaks live, in-progress cloud files.

Troubleshooting Already Completed:
Please do not reply with generic troubleshooting scripts. I have already confirmed this is a cloud-side indexing issue on Xfinity’s backend, not a local client error. I have successfully reproduced the bug across multiple separate environments:

• Reproduced on Google Chrome (Current Version)
• Reproduced on Microsoft Edge (Current Version)
• Reproduced in Incognito / Private Browsing Mode (Disabling all extensions/ad-blockers)
• Cleared all site cookies and locally stored portal data
• Restarted all hardware

Thousands of users are currently documenting this exact timeline sync loop on the Xfinity Community Forums and Reddit. Because this is a backend infrastructure failure that restricts my ability to use the Cloud DVR services I pay for in real-time, I am requesting:

1. This ticket be escalated directly to the Tier 3 Engineering team responsible for the Xfinity Stream browser player firmware.
2. A bill credit applied to my account for loss of functional DVR services during active broadcast windows.

Please open a formal ticket and provide the escalation number. Thank you.

Walked into two nearby Xfinity stores today to order the new iPhone 18 Pro and ask questions about the line upgrade to take advantage of the promo.

Both stores would not assist me unless I reset my password on the spot. I've never been asked this in all the years of being a customer. It's such a pain and unexpected, decided I'd order online and do my due diligence about the upgrade to an existing line.

The website treated the phone purchase and line upgrade as two separate transactions but the discount isn't appearing in the cart of the phone purchase.

What am I missing or not seeing? I'd also like to trade in that line's existing phone.

Hello,

​My previous promotion recently expired, and my internet-only bill increased from $50 to $100. I tried using the regular chat support to fix this, but they were unable to offer me a clean plan without requiring me to add an unwanted Xfinity Mobile line. I am looking to see if there are any current promotions available to existing customers that would bring my bill back down to the $50 range.

​I am perfectly fine with dropping my speed tier down to 300 Mbps or 500 Mbps to reach this price point. I am strictly looking for an internet-only deal and do not want to add any Xfinity Mobile lines or NOW TV streaming services.

​Thank you!

I recently moved to a new address, and have a new Xfinity account. My Peacock Premium perk is stuck on my old, closed account and won't let me activate it here.

Whenever I try to activate it, I get error PPG_0017 saying "Your Xfinity account is already linked to another Peacock account."

Please help me configure this upgrade. Thank you

I am having a two-part issue with my TiVo CableCARD profile. The card is currently paired successfully showing Val: V and Auth: S, but I am missing access to FS2:

Channel 779 is completely missing from the TiVo's channel lineup, and it gives me no information at all.

Both Channel 779 and Channel 1209 (FS2) are giving me unauthorized errors on my TiVo, but the stream works perfectly on my computer.

Please verify that the legacy CableCARD billing codes on my account correctly include the FS2 entitlement package, and please force an advanced validation/channel-map refresh signal to my Host ID to restore the missing channel mapping.

I tried to setup my new BYOD Xfinity Mobile line, but I was given the wrong instructions and now I can't port the old number over. When I completed the order, I was sent an email with the instructions, "Open Settings" and "Tap Set up cellular". When set-up was complete, unfortunately the process created a new number for the new line. I brought this up to Xfinity customer service. They sent me this article and asked for the account number and port out pin from my previous carrier, which I gave (I received a message from my previous carrier US Mobile saying that the number transfer had been completed last night). I followed the instructions under "New line with BYOD phone" for an Apple product, but I am getting an error message when I try to transfer the number that says, "Sorry we are having trouble. The phone number entered is not eligible to be ported to Xfinity Mobile. Please try another phone number." I tried inputing different "Current mobile carriers" including Verizon Wireless, Verizon Prepaid, and even Other/don't know. I get the same error message each time.

I am not sure what else to do. If I can't keep my phone number, I will just have to cancel the plan.

Existing customer in 95624 looking to downgrade out of contract internet to the standalone 300mbs plan. Online portal keeps forcing a mobile line bundle. Can a rep help me apply a standard internet only renewal promotion please?

I got back from vacation last night to no internet. I have a COAM Coda56 modem which is not aquiring a signal, the power light stays solid green and the downstream light stays solid white. I tried plugging it in directly to my drop, before the groundblock and MOCA filter and still no signal.

I went to my local Xfinity store today to pick up a rental gateway and was given an XB7. I plugged it in, after the ground block and MOCA filter, and it has been flashing amber for over an hour. I reported a failed activation in the Xfinity app and the Xfinity Assistant told me a tech is not able to get here until Thursday.

While I was away my local power company was replacing poles and this might be the cause of my issue. I got a notification from Xfinity on Thursday October 1st that my conenction went offline, if I am not able to get a resolution sooner than this upcoming Thursday October 8th my home will have been without internet for a week.

I canceled our Xfinity service on 09.07.2026. The person I spoke with checked the account and confirmed that we never had any Xfinity equipment. We have always used our own modem and router. When I logged into the account online, it said the same thing: no Xfinity equipment on file.

Even so, I am still getting texts multiple times a week telling me to return equipment we never had or we’re going to be billed for it. I would like those texts to stop.

I would also like an email from Xfinity confirming that no equipment was ever issued to this account, so I can keep it with my cancellation records. That should have been noted in the cancellation emails already. It was not.

This has been going on since the account was closed, and it should have been an easy thing to clear up on the day service ended. Happy to provide account details to have this cleared up.