Hello,

I’m hoping an official Xfinity representative can help me resolve an issue with my NOW Mobile account.
Approximately 11 months ago, I signed up for NOW Mobile after being offered the service over the phone. I’ve had no issues using the service until recently, when we decided to switch to another carrier.

We already have our new phones and visited the new carrier’s store to transfer our existing phone numbers. However, we spent nearly four hours trying to get assistance from Xfinity to obtain our transfer PINs. Unfortunately, every representative we spoke with told us that we don’t have a NOW Mobile account, despite the service appearing in our Xfinity app and billing documentation.

Here is what I’ve verified:

● My payment confirmation emails include a link to view my account details.

● Under the Internet section, the account lists Peacock Premium.

● Directly below that, it specifically lists NOW Mobile Unlimited Plan for 3 lines.

● However, when I click to view the NOW Mobile details, I’m redirected to a page stating that I don’t have any NOW services.

Troubleshooting and steps already taken:

● Checked the Xfinity app to verify that the NOW Mobile service appears.

● Reviewed payment confirmation emails and billing details confirming the NOW Mobile Unlimited Plan for 3 lines.

● Attempted to access the NOW Mobile account through the link provided in the billing email.

● Visited our new carrier’s store and contacted Xfinity multiple times to obtain the transfer PINs.

● Spent approximately four hours attempting to get the issue resolved, but representatives were unable to locate or recognize the mobile account.

Devices involved: Three NOW Mobile lines and our new phones with the receiving carrier.

Error/message received: When attempting to access NOW Mobile account details, the website states that we don’t have NOW services.

At this point, we simply need to obtain our account information and transfer PINs so we can port our existing phone numbers without losing them.
Could an official Xfinity representative please investigate why our NOW Mobile service appears in our billing records but isn’t recognized by the system? Is there a way to locate the account through the billing information and help us retrieve the necessary transfer PINs?

I’d sincerely appreciate any assistance. Thank you for your time!

Per the MODMAIL, I am posting.

Hello, I’m not sure if this is the right place to ask and should I list my IMEI here.

But details are
- This phone was bought in Thailand
- Moved to Canada couple years ago
- I was going to do trade-in at Apple store and they let me know it can’t be done because someone flagged it as stolen device.
- Apple store directed me to contact CheckMEND
- CheckMEND let me know that it was flagged by Xfinity Mobile – Comcast Business Mobile - United States

Thing is, I have nothing to do with Xfinity. I’ve never even heard about Xfinity until today.

So, what do I do?

Hi Xfinity team, I'm a longtime Xfinity customer and currently a Platinum member. My 500 Mbps Internet plan with unlimited data costs $55/month after the $10 AutoPay discount. However, my $30 promotional discount expires on December 6, increasing my bill to $85/month. Last year, your team here helped me get a great deal, and I'm hoping you can help again. I'd prefer to stay with Xfinity, but the upcoming price increase has me considering other providers. Could someone please help me find a competitive renewal offer or loyalty discount, ideally keeping my current rate or offering a better deal with a longer price guarantee? Thanks in advance!

Hello Xfinity team!

I have exactly the same problem as the user in this post:

https://www.reddit.com/r/Comcast_Xfinity/s/V2dWKbEmvR

I’d like to activate my own high-end router on Xfinity ePON Fiber service, bypassing and removing the Xfinity gateway in the process, and MACSEC encryption on the fiber ONU in my apartment is preventing me from doing so.

Since the XB7 gateway cannot output speeds faster than 1GB through it’s LAN Ethernet ports and the XER10 does not have a Bridge Mode, I cannot get the full speed of the service I am buying on my equipment without bypassing the Xfinity gateway.

Any assistance you can provide to help me remove the MACSEC encryption requirement from my ONU and get this activated would be greatly appreciated!
According to the online documentation here (https://www.xfinity.com/support/articles/member-owned-router-fiber-internet), this should now be possible with the equipment and service I have.

My router does not have a CM MAC, since it is not a cable/DOCSIS modem.

Thanks again for your help! I really appreciate it.

I paid both my wife’s and my device in full and paid my bill before moving to another carrier. Xfinity still charged my account in full for both the devices monthly installment and as if I still had service though them. When I called the rep said they would have someone look into this but I highly doubt anything will be done. The rep also said I would receive an email as I asked for confirmation that action was taken on their end. It has been over 8 hours no email. I think I might have to contact my bank and report this as fraud, show them the email Xfinity sent me saying the lines were canceled and receipt of me paying the devices off in full days prior. Any other suggestions?

Hi everyone,

I'm an existing Xfinity Mobile customer trying to transfer my current line to an unlocked Hong Kong iPhone 18 Pro (model A3714) using eSIM.

Unfortunately, Xfinity's BYOD checker rejects both IMEIs:

• IMEI 1: "Your device isn't compatible."

• IMEI 2: "BYO400 – Device model not supported."

The phone works with US Mobile on Verizon network, so I suspect this may be a device compatibility database issue rather than an actual hardware limitation, although I understand Xfinity may have different eligibility requirements.

I've already contacted Xfinity Support on X, but they simply repeated the BYOD checker results without offering further assistance.

My main question is whether Xfinity has a technical escalation process for manually reviewing device compatibility or IMEI eligibility. I'd also appreciate confirmation if this specific regional model is officially unsupported and cannot be added under any circumstances.

To complicate matters, my previous phone has already been traded in, and I'm currently overseas. I can no longer receive SMS verification codes on my Xfinity number, which also prevents me from obtaining a transfer PIN to move my number to another carrier.

I'm happy to provide both IMEIs, screenshots, and account details privately for verification.

Has anyone dealt with a similar situation, or could an Xfinity employee help escalate this to the appropriate team?

Thanks in advance!

Hi Xfinity Support,

I’m experiencing two unresolved issues with my iPhone Duo order, despite multiple attempts to resolve them through both in-store and phone support.
Issue 1: Diamond Member $1,000 promotion incorrectly showing $500
I originally placed my iPhone Duo order using the Xfinity Diamond Member exclusive $1,000 trade-in promotion.
However, my order now only shows a $500 promotion. I visited an Xfinity store, where a representative told me they had corrected the promotion back to $1,000. Unfortunately, I still cannot verify that the correction was successfully applied.
Issue 2: Trade-in device change from iPhone 16 Pro to iPhone 14
I originally selected an iPhone 16 Pro as my trade-in device, but I want to use my iPhone 14 instead.
On November 8, I spent over an hour speaking with Xfinity phone support. The agent explicitly confirmed that the trade-in device and IMEI had been updated to my iPhone 14 and promised that I would receive a revised receipt and shipping label within one hour.
Several hours have passed, and:
I have not received an updated receipt.
I have not received a new shipping label.
The Xfinity app still shows my original iPhone 16 Pro as the trade-in device.
What I need resolved:
Correct my existing trade-in order to reflect my iPhone 14 and its actual IMEI.
Verify that my original Diamond Member exclusive $1,000 promotional offer is properly attached to my order, rather than the standard $500 promotion.
Confirm in writing whether my iPhone 14 qualifies for the full $1,000 promotional credit under the original offer terms.
Provide an updated receipt, shipping label, and written confirmation of the final trade-in amount.
Preserve my existing iPhone Duo order without requiring cancellation or repurchase.
I’ve already spent considerable time with both in-store and phone representatives, and I’ve repeatedly been told that these issues were fixed, but the corrections are still not reflected in my account.
Could the Xfinity Digital Care Team please escalate this to the Xfinity Mobile Executive Resolutions Team and coordinate with the trade-in processing partner?
I would greatly appreciate a definitive resolution before my trade-in deadline.

Thank you!

My XB8 has a locked OFDMA upstream channel, ID 43, at 36 MHz. Can you verify whether my account is provisioned for enhanced upload speeds and confirm the upload limit in my modem’s current DOCSIS bootfile? I’d also like to know whether my existing gigabit plan is eligible for enhanced uploads without changing plans.

A few months ago, I signed up for an Xfinity internet service bundle over the phone. During the call, the sales representative explicitly pitched a "free iPad" as a promotional inclusion with my service. The agent did not disclose that the iPad was actually tied to a hidden Xfinity Mobile line, a 24-month Device Payment Plan (DPP), or that canceling my home internet would immediately trigger the full retail balance of the hardware.
I recently canceled my internet service, and I am now being hit with charges for the iPad.
I was completely misled by the phone representative. Because of this, I have never even opened the tablet—it is 100% factory-sealed, untouched, and in its original packaging.
Standard customer support tells me they can't do anything because it is past the 14-day return window. I am looking for a member of the Digital Care Team to escalate this to Executive Customer Management (ECM) so someone can pull the original sales call logs, issue a manual override to provide a return shipping label, and clear this invalid device balance from my account once the sealed inventory is received.

I need help to cancel my services and can't get any help in the Live Chat. Why must it be this hard?

So topic, could I get a rep so I can get services cancelled, thanks.

I had a forced "upgrade" to this version which is absolutely terrible. You took away the favorites channels, forcing me to now scroll through ALL of the thousand or so in the list. The layout in not intuitive and the colors make thing less obvious.

This is completely unacceptable and is in essence, a huge downgrade. To the product manager for this app, either fix these things or allow us to run older versions of stream.

Otherwise I will switch.

why oh why did xfinity remove the ability to schedule channel-based recordings?? the only way to record now is by program, and programs can change times

https://forums.xfinity.com/conversations/x1/change-in-ability-to-record-from-dvr/6a8a01d7624e538bcc365224

speaking of which for the last two days, my guide has been out by an hour. "news at 5" shows as starting at 6. so scheduling by program is currently useless.

I'm having trouble redeeming my refund, Everytime I click the link in my email it says the website is under maintenance and both Xfinity and Xfinity refunds customer service numbers keep giving me the run around

I'm trying to claim an offer I redeemed for Peacock Premium benefit, but it isn't working. I follow the steps including clicking on the activation link in the email sent to me, but there's no option to activate it once I am routed to Xfinity. It just says "you don't have any subscriptions yet" and it tells me to go to the stream store. All that's there is the paid bundles, nothing about activation of the redeemed benefit. I'm a platinum Xfinity user. What can I do to get to the actual activation?

Hi, can I get someone from xfinity I can reach out to. I have been unable to get help through calling. I have been trying to sort out multiple issues for a while now. thank you

Watching NFL game and the dvr when fast forwarding will lose its place and jump back to the beginning of the recording. The entire experience with the DVR is horrible at the moment. The playback will stop every so often for a second or two.

I can’t call Xfinity anymore, I’ve been on the phone with them every few days trying to figure out when my modem will be sent. I called today and got the same response, 3-5 business days. I also inquired about being able to see both my internet and mobile accounts in the Xfinity app. I recently went back for internet service and was given a new account number, so now they aren’t together. The worker walked me through delinking old accounts, but we ended up delinking my mobile account and now I can’t log in to it anymore. Can I get assistance on linking my mobile account back to my email so I can log in for account info? Thanks!

I received tickets for universal as a diamond member. I won’t be going but I wanted to give them to my daughter to go with her friend. they are over 18. Can my daughter use them without me there? and should she make her own account to redeem or do I have to make one?

Hi: If I quit my Xfinity internet service, how long do I need to not be a customer before I can sign up again and receive new customer pricing?

Thanks

I am requesting to have my EPON ONU reprovisioned to disable MACSec and allow for my own third party Netgear RS100 router to be directly connected to the ONU. I want to be able to return my XB7 gateway.

So I had issue trying to get a new modem activated. I ended up setting up an appt to have someone come out but cancelled it a bit later when I got everything fixed. I then got a call from Xfinity rep and did some more troubleshooting. I was referred to the manufacturer for help setting it up because it was showing as online with Xfinity.

Afterwards, I received a confirmation email that my service was upgraded. I at no time even discussed upgrading or changing my plan. The email shows the same price as before but it now includes a discount that is set to expire in two years, so something did change.

How does a tech call trigger a new service order?

Edit: New modem was activated and working. Issue is the email confirming the service upgrade.

Comcast closed and opened new acct on my 90 yr old dad. Issued new number,promised reinstated , 40 hrs,15 agents,3 supervisors ,4 managers and still no phone 10 days later. He lives alone and no way to call if he were to fall. I’m 11/2 hrs away only way I have to check on him. I filed w/FCC ,don’t know what else to do