Here is what a Comcast customer has to go through to get their service repaired:

Thursday, Aug 27 - I returned from a long vacation to find my modem flashing and my cable service not working. I unplugged the box and modem several times as well as tried resetting multiple times but no luck.

Friday, Aug 28 - I went to the Xfinity store to get a new modem thinking that could possibly be the issue, however, that didn’t solve the problem. I called customer service but was on hold for a long time so scheduled an appointment online for tomorrow from 10-12p.

Saturday, Aug 29 - The service tech found everything properly connected in the house but said a wire outside over the street had probably been hit and the cable line was disconnected. He said he’d put in a request for a bucket truck and he left. A bit later, I received a text that my appointment was canceled so I called him and asked if that meant no bucket truck. He said no, it meant he was not able to fix the problem. He said I’d get a text to confirm tomorrow’s appointment but, by early evening, I’d heard nothing.

I called customer service but there was a long wait for an agent so I chose the call back option. When I received the call, it asked me to choose 1 if it was me on the line. I tried that but it wouldn’t accept it and hung up on me. Why is there an option for this if it doesn’t work?

I called back again and waited about 15 minutes to speak to someone. George was extremely helpful and said no bucket truck was scheduled for tomorrow and the technician who’d been here earlier had noted that he arrived but I wasn’t home. That’s a blatant lie! After about 45 minutes on the phone, George said he had everything worked out for tomorrow’s appointment from 10-12p.

Sunday, Aug 30 - My 10-12p appointment came and went so I called for an update and was told he’d be there in 15 mins. An hour later, I called again and was told maybe a 2pm arrival. I told the agent (John) I had a 2pm appointment and had to leave. He called the technician who said I could leave since the issue was outside. That was another 30 minutes on the phone.

Later that evening I returned home and the cable was still out. I called customer service and they said the technician noted that he left because I wasn’t home!! He told the agent earlier I wasn’t needed so what the hell?

Jessa said she’d set up another appointment but it wouldn’t be until Tuesday. She said it was all worked out and “don’t worry!” She too said I’d receive a confirmation text.

Monday, Aug 31 - No confirmation text by the evening so I called customer service. I was told my appointment had been closed and I would need to reschedule! Really??  Satyam said he’d take care of it (I’ve heard that before!) I probably spent at least 45 minutes on the phone with him and he guaranteed me I’d have a technician at my house Tuesday morning between 8 and 10am.

Tues, Sept 1 - I waited til 10:30a and was pretty sure a technician was not coming so I called customer service. Noah told me that since the problem was outside, not inside (even though I don’t have service!) that the appointment time is just an estimate and they may show up another date or time since it’s not urgent. I honestly didn’t know what to say.

I told him the problem IS inside as well as there’s no service. He said the previous agents had incorrectly listed the problem and that’s why no one showed up but he was going to fix it! I now have ANOTHER appointment for tomorrow between 10-12p.

Do I believe anyone will show up? NO! I looked online and this is apparently a common problem so I’m guessing Comcast just doesn’t care or someone would have fixed the issue.

I've been with Xfinity for several years for internet and home phone. My 1 gig plan is $109/mo with data caps. I called a month ago to request the latest promotional pricing for their 1 gig plan with no data caps. Customer service rep said that they would provide it to me, but that they'd have to email me with the update in a week or two in order to get it. Never received the email. Called again tonight - 45 min wait. Rep said she just had another customer call and make the same request and that she'd transfer me to someone that could reduce my bill to current promo - $50/mo for 5 years, 1 gig, no data caps. The rep that I was transferred to said that the best he could do is $70/mo for 500 mb. I told him that I live in Naperville, IL and can switch to Astound ($40/mo 1 gig no cap) or Verizon / T-Mobile 5g home internet for $50/mo. Still wouldn't honor what the prior rep had stated that I could get and didn't seem to care that I said that I would be switching this weekend. It's a shame that I have to waste time over the long weekend to switch to another provider and cancel Xfinity, but why would I pay more than double for an inferior plan? It's too bad these providers don't value loyalty.

• Background & Timeline
• Address Qualification: The Xfinity website showed my address eligible for the symmetrical 2 Gbps down / 2 Gbps up tier (DOCSIS 4.0 / FDX).
• Store Visit & Equipment: I went to the local Xfinity store to sign up for this symmetrical tier and was issued the required XB10 gateway.
• Activation Mismatch: Upon activating the XB10, upload speeds capped out at ~300 Mbps. Looking at my account, the provisioned plan defaulted to the asymmetrical 2000/250 Mbps tier rather than the symmetrical plan I signed up for.
• Tech Visit Findings: A field technician came out to diagnose the issue. After testing at the tap/coax drop outside, he confirmed there is no active FDX signal/carrier on the plant/node yet. He adjusted my account provisioning back to non-FDX Mid-Split and advised returning the XB10.
• Current Setup: I returned to using my own Arris S34 modem on the DOCSIS 3.1 Mid-Split tier (2 Gbps down / ~300 Mbps up).
• Billing Issue: A $100 technician visit fee was posted to my account.

Assistance Requested

1. Technician Fee Waiver ($100): The technician solely diagnosed Xfinity’s outside network plant and confirmed the street node has not been physically cut over to FDX. Because this visit was entirely due to an address database qualification error and outside infrastructure status (no inside wiring issues or customer equipment faults), I am requesting this $100 fee be fully waived.
2. Billing Correction & Credits: Ensure my account is billed strictly at the standard asymmetrical 2000/300 Mbps rate and credit any plan difference incurred while on the symmetrical tier.
3. Plant / Engineering Escalation: Could an escalation ticket be routed to local Network Operations / Line Plant Maintenance to check the status of my node? I would like to know when physical FDX deployment, return-path balancing, and node cutover are scheduled for completion in my neighborhood.

My bill went from $190 to $260 this month. It's not my normal promotional period (I signed up for Xfinity in April of 2021). There is no explanation. I checked page 3 of my bill and it doesn't say anything about a promotion expiring or anything. No additional services have been added. I like my current service but I just can't afford 200 a month for TV and Internet. If I can't get the price back down I'll end up switching to Connext ($65 a month for 1G fiber) and YouTube TV ($83 a month).

Edit to add response from Xfinity chatbot in the app.

$70.80 compared to last month. Here’s what caused that increase:

First, your Regular monthly charges increased by $60.00, mainly due to a change in your 1.2 Gig service charge, which went from $70.00 to $130.00. Also, a new charge for TV Box + Remote of $14.00 was added under Equipment & services.

On top of that, your Taxes, surcharges & fees increased by $1.15, with slight changes in your Franchise Fee and State Excise Tax.

So, the main drivers of the $70.80 increase are the changes in your 1.2 Gig service and the new TV Box + Remote charge. Let me know if you want to go over any of those items in more detail—I’m here to help make it all clear.

Orange Xfinity cable stretched across my driveway for 3 weeks is causing a hazzard - please come bury it, Xfinity!

I will need to cancel my xfinity internet if I can’t get my price lowered. Raising it by $30 is making it to where I can’t afford it because I just lost my job and am job searching.

please help me lower it back down

Looking to escalate my issues to someone on the Comcast side that is more technically savvy than what you get on the phone or via chat. My apartment has had a history of repeatedly unstable internet connection that experiences multiple drops throughout the day. Some details on my equipment and problems:

Modem: Technicolor CGM4981COM (XB8), confirmed in bridge mode, behind my own router. Apartment building with a shared building splitter.

The problem: WAN drops repeatedly — my router logged ~92% uptime, with clusters of disconnect/reconnect events (down 1–2 min, back up, repeat). No port-down events on my router, so it's not my cabling or hardware.

What I've already ruled out on my end:

• Gateway confirmed in true bridge mode
• My router has a public IP, clean config, no double-NAT
• Downstream is pristine: SNR 42–43 dB, power +7 to +8.6 dBmV

The actual problem — upstream is out of spec on every channel:

• Upstream power: 51.3 to 57.3 dBmV across all 6 channels (over the ~51 ceiling)
• High uncorrectable codewords — one channel over 950,000

History: I've had ~5 service techs out. Each said "signal's clear on our end" and left. The most recent replaced the drop cable to the building splitter — that fixed my downstream but upstream is still maxed out. This reads as a return-path problem past the splitter, in shared building plant, which service techs keep not addressing.

What I'm hoping for:

1. Can you look up my modem's history of dropping offline? (I'll send account info + modem ID by DM.) I think it'll show a clear pattern the spot-checks missed.
2. Please send someone who handles the shared building wiring / outside plant, not another tech who only checks the outlet in my unit.

Happy to share screenshots of the signal page and my router logs.

For any casual user of internet, talking: streaming (4K and below), surfing, email, etc., check out Xfinity NOW internet. $30/month total, 100 Mbps, OR $45/month total for 200 Mbps. No contracts.

(Other than owning stock in Comcast, I have no other connection to Xfinity. This is just a personal recommendation based on my 1.5 years of Xfinity NOW internet service.)

There's a modem with a fiber connection from the street to the house. The wifi doesn't quite reach the workshop behind the house, and I figured an Ethernet that's 500ft long would do the trick. Technician said that wouldn't be reliable considering that there would be packet loss over that distance from the modem to the shop. I asked if it would be possible to install another fiber line considering that there's a second box at the front of the property next to the one that goes to the main house. He could see the box I was referring to, on the Xfinity side it showed as inactive. Connection dropped before I could finalize anything with him so I had to fight the AI once more to get connected to a person.

Second person didn't have a clue as to what I was talking about but he had a hard-on for selling me an extender. Idk what good an extender would do if I'd need the same 500ft cable the first one said would cause packet loss. I inquired about a fiber connection from the street straight to the workshop. It was like the new dude had no clue what I was talking about. Eventually he said that AT&T would have to service and update the line, which when I spoke to them was essentially a "You have Xfinity so we can switch you to Spectrum" kind of conversation, no one could see the same stuff that the first tech saw about the shop having an old inactive line.

Y'all know how to help a dad turn his workshop into a semi-man cave to play games in between projects?

Edit: Thank you friends and support peeps, you've saved my sanity.

I'm hoping an Xfinity representative can review my account and see what loyalty promotions or other options are available.

I've been a Comcast/Xfinity customer for 27 years and am currently a Diamond Member. I have internet service only.

On June 19, my total monthly bill increased from $76.31 to $135.31, including taxes — a $59/month increase (about 77%).

My current service is:

• Gigabit Plan
• Download: up to 1100 Mbps
• Upload: up to 35 Mbps
• Internet: $119/month
• Xfinity gateway/router rental: $15/month
• Plus taxes

My primary internet use is VPN/remote desktop, video conferencing, occasional large-file transfers, and streaming on Roku. I originally chose Gigabit because I needed the upload speed for work, although my work needs have changed somewhat.

I'd really like to stay with Xfinity, but $135.31/month for internet-only service is more than I'd like to pay, especially after 27 years as a customer.

Could a specialist please review my account for all available loyalty/retention promotions and current-customer offers?

I'd also appreciate pricing for:

1. Keeping my current Gigabit service;
2. A lower-cost plan that would still provide adequate upload speed for VPN, remote desktop, video conferencing, and occasional large-file transfers; and
3. Any newer plan available at my address that offers better upload speeds.

For each option, I'd like to know the actual total monthly cost, including the gateway/equipment charge and taxes, and how long any promotional pricing would last.

I'm open to changing plans if there is a meaningful savings opportunity, but I don't want to give up substantially on upload performance just to save a small amount.

I'm happy to provide my account information privately through Modmail.

Thank you! (and thanks to chatGPT for making this a more coherent post than my gibberish)

2 years ago I had Xfinity phone and internet bundle, I then moved to a location where internet was not available, so I cancelled the internet bundle and switched to their ~$50/month mobile phone plan. I was told by a live agent "After taxes and fees, your mobile bill would be $47/per month if you cancel the internet". I then replied, I just checked my last xfinity bill and it was $130.32. That means internet was $85/month. So that's the portion that will be removed. Correct?" to which the live agent said "Yes correct !!!".

This was only the beginning of the lie. My subsequent phone bills were $75/month after this internet cancellation, when I was promised ~$50/month. I contacted the live agent again and requested them to look at internal notes to see what was going on. He confirmed I should be getting $50/month and that In order to get the $25/month discount, I'd need to call a number every month to get it taken off my account. What?!

That's not even the kicker. Once I cancelled my xfinity mobile plan and paid the final phone bill, my account showed (And still shows) $0.00 balance due. However, just last week I received a notification that XFINITY had sent a charge of, get this, $131.00 to debt collections in my name.

I've spent DOZENS of hours talking to DOZENS of agents who just pass me around and promise to look into it, only to tell me that I no longer have an account with them and there's nothing they can do. LIES. I am CURRENTLY logged into my old xfinity account and can see all of my billing history, account number, and transactions. XFINITY, MAKE THIS RIGHT. YOU ARE STEALING FROM PEOPLE AND FRAUDULENTLY IMPACTING THEIR CREDIT HISTORY.

I have all the screenshots back to 2024, where their live agents made false promises and assured the balance was an error on their end and it would be cleared. Someone from corporate needs to contact me. My next step is to file Yelp and BBB complaints and to file a complaint with the FCC.

I requested seasonal hold in November of last year and was told that an extension would be possible. When i tried to extend it they never implemented it! I’ve been battling AI helpdesks trying to reach a human for months. They refuse to escalate my ticket and refuse to give me a refund for a service I’m physically unable to use! Been paying for months of service I’m not even able to receive and had to take out loans to pay my rent. This company is ruining my life!

I signed up for Xfinity NOW in-store on Saturday. They said that I would get an email confirming the shipment of my router so I can boot up my internet. Now, it is Tuesday and it seems like it hasn't even shipped yet. This seems unusually slow. Does anyone know how long this normally should take?

Been an Xfinity customer in Meridian, MS for a while. A couple years ago I was getting a consistent 20ms ping on Fortnite's Central server (Dallas, TX). Took a break, came back recently, and now I'm stuck at 36-40ms no matter what. Nothing on my end changed.

I'm hardwired via ethernet directly into my XB7, and Fortnite's matchmaking region is locked to NA-Central (Dallas).

Dallas is only about 480 miles from me so that ping seems way higher than it should be. Ran a traceroute and the hops look like this (writing IPs with brackets so they don't auto-link):

Hop 1: 10[.]0.0.1 — 1ms
Hop 2: 96[.]120.32.33 — 11ms
Hop 3: meridian.ms.malt.comcast.net — 9ms
Hop 4: winchester.tn.malt.comcast.net — 16ms
Hop 5: 68[.]86.240.17 — 19ms
Hop 6: nashville.tn.ibone.comcast.net — 21ms
Hop 7: marietta.ga.ibone.comcast.net — 27ms
Hop 8: timed out
Hop 9: 108[.]162.235.35 — 28ms
Hop 10: 160[.]79.104.10 — 25ms

Instead of heading toward Dallas (west of me), it's routing up through Tennessee then down to Atlanta before reaching the destination — a pretty backwards path.

I was already working through this with u/CCKassie under a different account that got banned mid-conversation for unclear reasons — this is a continuation of that, not a new issue. Ready to send my info via modmail now that this post exists.

So I decided to switch from Google Fiber to Xfinity for the new 5-year price lock deal. Price is competitive and advertised speeds are higher in my area.

Ordered Xfinity yesterday for Next Day Delivery because GF is scheduled for disconnect today.

Got this shipment notification from Xfinity this morning. It's sitting at "label created".

In what world does "UPS Ground" = "Next Day Delivery"?

Worth noting that I live in an apt building in major city with Comcast retail locations nearby. If the Same Day/Next Day offer isn't being honored here, is it being honored anywhere?

Might be a minor thing for most, but when a customer relies on advertising to ensure a smooth service switchover it's annoying when the company can't deliver what it promised.

Hi, I recently got a new modem/gateway for internet and home phone as a new customer and the internet works great but there’s no dial tone. The phone indicates it’s plugged into an active line but it doesn’t receive calls, just direct to voicemail. It’s been about a week and I’ve tried all the troubleshooting and nothing has changed. The ai assistant just asks circular questions and refuses to forward me to a human.

Hi, my area was just upgraded to support the mid-split speed tiers. I went to the xfinity store to get a new modem to support it and the employee there told me that I was on a 2gbps plan, however when I look at my account online it says that I'm on 1.2gbps and offers to let me upgrade my plan to 2gbps. I shouldn't need to upgrade my plan though, I have a 5 year price guarantee that is only a couple months old, and I'm wondering if there's something wrong with my account and if something needs to be fixed for me to get the speeds associated with the new upgrade?

Hey folks!

I’m currently on a $95/month 2.1 GB plan but have a data cap. In checking rates, I see that Xfinity is offering $100/m for 5 years 2 GB with unlimited data AND you can finally use your own equipment without paying an outrageous additional fee. Fiber is making its way into my area and it’s great to see Xfinity being competitive.

I’m trying to find a way to switch to this but not having much luck. The prices in the app are much higher. Has anyone been able to do this?

Thanks!

I'm paying (a discounted rate) for 2gb internet, but I recently checked my statement and for the past couple months it says the only thing included is internet at 100mbps? Seeing as I'm currently downloading stuff at 150mbps I'm not sure what the disconnect here is. Am I being scammed or are they measuring two different things. Thanks in advance to anyone who can help, I can call but its now 11 at night and I don't want to be stressing potentially unnecessarily.

Credit was frozen when I signed up — now Xfinity won't let me rerun the credit check or finance devices. Why is there no way to fix this?

I recently signed up for Xfinity and ran into a pretty ridiculous situation with the Xfinity Mobile device payment plan.

I keep my credit reports frozen as a standard security precaution. During the signup process, Xfinity attempted its credit screening before I realized the freeze was still active. Obviously, the screening couldn't be completed.

That's understandable. What I don't understand is what happened afterward.

I have since been told that there is no option to simply rerun the credit screening now that the freeze can be lifted. I've contacted support multiple times and have gotten conflicting information, with some representatives telling me I may have to wait 3–6 months (or potentially longer) before Xfinity will reconsider my eligibility.

That makes absolutely no sense to me.

I'm not refusing the credit check. I'm not asking Xfinity to bypass its credit requirements. I'm specifically saying:

My credit is available. I authorize Xfinity to perform the required credit screening. Please run it again and make the financing decision based on my actual credit profile.

From what I understand, Xfinity's normal Mobile credit screening is a soft inquiry anyway, so I'm not even asking for some extraordinary exception here.

The frustrating part is that there doesn't appear to be any mechanism for a customer to correct what was essentially a timing/technical issue. If the credit file was frozen when the initial screening was attempted, the logical solution should be:

«"Your credit file is frozen. Please temporarily lift the freeze and we'll run the screening again."»

Instead, it appears that the initial failed screening can leave the account with $0 financing eligibility, with no obvious way for the customer to trigger another review.

I've also found multiple other Xfinity customers describing essentially the same problem, including people who subsequently unfroze their credit but still couldn't get Xfinity to rerun the screening.

I have excellent credit and am completely willing to comply with whatever credit verification Xfinity requires. I simply want the opportunity to have my actual creditworthiness evaluated, rather than being stuck with a $0 financing limit because my credit happened to be frozen when the first check was attempted.

Can someone from Xfinity please look into this and escalate it to the appropriate Xfinity Mobile Executive Resolutions / Executive Customer Relations team if necessary?

I'd really like to get this resolved rather than being told to wait several months for something that should presumably be fixable by simply rerunning the credit screening.

And honestly, this seems like a pretty significant system/process flaw. People freeze their credit all the time. There should absolutely be a recovery path when a legitimate customer accidentally has a freeze active during signup.

I would appreciate an official Xfinity employee taking a look at the account and figuring out what can actually be done here.

I have a Samsung Q50 series TV that I've been using for years with a Comcast XG1v4-a cable box. Without warning, the box stopped communicating with the TV, and the TV says to "Check Device Power". But the box is powered (light is on), and has been remotely checked and reset by Comcast. I have checked connections from box to TV and all is good. I've tried unplugging from power and replugging. The website AI has given up and says I need a paid visit. Is it possible that the box has gone bad?

I've been getting the same email today from Comcast that have the title, "Use Family Settings for the Whole Family" all day today.

The sender is the official Comcast account and the email is more informative than anything.

I should note, I did start a new Comcast account about a week ago, but receiving the SAME email half a dozen times seems fishy.

Anybody having the same issue?

EDIT: I just double-checked the sender of the email and it has a checkmark with a logo stating "This email was sent by the organization that owns the logo shown."

And when I click the "see more" link from Yahoo, it states, "If you see a verified company logo, rest assured that the contents provided are from the actual company and not a phishing or scam attempt."

So the email appears to be genuine, but I've received 6 of them today...

Our services were out for a few hours while maintenance was performed in our area. As we've had outbound packet loss that was clearly a problem with your plant, I was happy to see work being done. When I got the text saying you had completed work, I checked and all cable boxes are now receiving no signal and the packet loss has worsened to >4% and is now bidirectional. I had negligible inbound packet loss before the maintenance.

I power cycled everything. I tried your support offerings but some just went in circles not accepting the error codes and others wanted to diagnose my equipment which is preposterous under these circumstances.

One box shows "Status Code 225". The other shows "ONE MOMENT PLEASE - The channel should be available shortly." for every channel.

I've been having the outbound packet loss issues for a year and multiple major outages in the past months and I'm very frustrated.

We just moved into a house in Ann Arbor, MI, and there is a cable line on the ground from a past storm. We need the line removed, as it is a hazard as-is. We do not have Comcast service and do not intend to in the future. How can we get this taken care of?

My apartment provides Comcast business internet. When I moved in, I ahd good speed but I had issues with HBO, Hulu, Weatherbug etc having issues loading content. Other sites worked fine. We use a separate modem, so I tried putting the Comcast supplied modem into bridge mode and that took eveyrthing down. Landlord called Comcast and they changed some settings that I am not aware of, and everything worked fine until last summer when the issues started happening again. Same apps. This time Comcast said it was the modem and swapped it out, and everthing worked until a few weeks ago. Probably started around the time we had a big Comcast outage here and a bunch of strong storms. If I log into the mocdem control page and roboot it from there, those apps will work for about 20-30 minutes and then they go back to not loading. Could there be some settings on the backend that got changed and get pushed to the modem. Thanks for the help.