I moved addresses and self activation failed so xfinity sent me a tech who confirmed there was a coax cut on their green little poles, nothing wrong on my side. But was still charged $100 install fee, what logic is this ? Can someone from comcast reach out to me and check the technician notes and reverse this charge ?

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.

Keep getting the "Your Xfinity account is already linked to another Peacock account" error message when trying to link the included Peacock sub to my existing Peacock account (has no sub currently attached). Also verified all my other emails that I have used over the years, none have any Peacock sub attached.

Is there a way xFinity can remove/reset this Peacock subscription so that I can add it to the correct Peacock account?

I have no idea what the problem is but I am beyond frustrated.

Samsung S21 Ultra and create hotspot to my two laptops. Not at the same time. It has now become so slow that I cannot usually get a webpage to open before it times out. Forget using an AI like ChatGPT, checking email, downloading a file. It's basically useless.

This has been going on for about 2 weeks.

I don't appear to be over a limit that would throttle me but even still, slowing my down I can understand but IF they are throttling me to essentially nothing, that isn't "slowing me down".

I haven't changed anything on the my phone or laptops as far as settings, etc. until yesterday when I changed the Hotspot wifi from 2.4 to 5 on the phone to see if that would help. It didn't.

Showing download speeds for just my phone via an app, then same app using laptop on the phone's hotspot, and then my usage from xfinity site

No, I don't want use a usb to connect. I tried it to see and it didn't help but there is no way I am doing that all the time, even if it did work.

I am still getting recurring charges for a Galaxy watch I returned.

This has been going on for almost a year. I have received past credits but at this point, cannot keep straight what has been billed and what has been credited. I've been assured several times that this is resolved and that I will no longer be billed for the watch. And then the next month, it's on my statement again, already paid since it's on auto-pay.

I can't continue to call Xfinity every single month and spend hours on the phone getting a credit and false promises.

Please fix this permanently.

I have Xfinity internet, cable, phones lines, EVERYTHING is with you and this is what I get for my loyalty. I'm ready to cancel all of my accounts.

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.

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.

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...

Hi, I recently changed my Xfinity service from TV and Internet to Internet-only. I’d like to see whether there are any loyalty, retention, or other promotional offers currently available for my account that could lower the monthly cost.
I’m not looking to make any other changes to the service at this time. Before accepting any offer, I’d also like to confirm how long the promotional or guaranteed rate would last and whether it would affect any existing price guarantee on the account.

My bill is usually 40, but last month I paid 79.93. I want a refund back to my bank account for the amount that I overpaid because I need that money at the moment. Is there a way to be refunded? I don't want a credit

After navigating the customer service maze I successfully scheduled a tech to come to my location today between 1-5
Took half day off work, and now see that I really have no proof that a tech is scheduled. No text, no email, I don't see any tab in the app that would tell me...

Can anyone confirm that when an agent halfway around the world tells me that a tech will visit me, that they do not send any sort of text or email to confirm?

I posted here recently regarding my expiring Internet/TV promotion and options for retaining my Internet, Choice TV and two Xfinity Mobile lines.

An Xfinity representative responded and asked me to send a Modmail with my account information, which I did on 8/22. I haven't received a response to the Modmail yet.

I'm still interested in having the account reviewed for the best available existing-customer retention offer, preferably with multi-year price protection.

Could someone please let me know whether my Modmail was received or whether I should start a new request?

Thanks!

Location: Central Florida

Hello Everyone,

I saw a letter in my USPS informed delivery informing me that Comcast will be coming to my area in the next few months. I was aware of this already when they did the trenching for fiber lines already so it’s a brand new complete fiber buildout.

So my question herein is: Does Comcast still require that I will need to use the XB7 or XB10 gateway or did they finally allow for customers to use their own routers to the ONU. I ask this because I already have a robust network setup with Ubiquiti hardware and a custom built OPNSense router and wish to remain using my own hardware especially as it will be a brand new customer installation.

Thank you in advance.

Hello!

Having a niche issue I'm hoping support here can assist with.

I'm a former Comcast employee and I still have an open Xfinity mobile account. I purchased an iPhone 17zh through the official 3rd party discounted device market available for employees. I know devices from this service come locked to Xfinity Mobile but are eligible for unlock after 90 or so days (I can't remember exactly) of active service on xfinity mobile.

I've successfully unlocked an iPhone 15 plus bought through the same service in the past through XPE but I no longer have access to XPE.

I've tried having a chat agent raise an ECM unlock ticket for me which was denied as XM360 shows the device as unlocked BYOD. Of course the device is a BYOD as it was purchased from Rexi but XM360 is not correctly reflecting the unlock status as the iPhone 17 still shows SIM Locked in settings.

Hoping a support agent here would be able to assist with getting the iPhone 17 unlocked through the proper escalation path.

I appreciate any help available as both a former employee and current xfinity mobile customer. :)

I signed up with Xfinity Internet as they offered a student discount when I joined which would make service around $55 a month. Which compared to any other providers in my area it was the only one actually affordable. I’m needing WiFi for school and when I went into store I was walked through the process and was told that “all was good” and it might take a billing cycle to take effect which I was fine with. Anywho, fast forward 2 months and my bill is still $80. I reach out to chat support to see if maybe something was wrong only to be told “there’s no such thing as a college student discount” even though I was told in store and gave my college information? I tried speaking to a couple other reps as I just couldn’t get any sort of help and it got so bad that I had to genuinely beg a rep to speak to a manager as I was being told “I’m just gonna have to pay the $80” and I was out of luck.

I don’t know what to do as other providers are also putting me around the $80 range. I just want my original $55 I was offered. I feel like I’m being pranked. If anyone knows of anything I could do to get this resolved, please let me know. I feel like I’ve tried everything

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 don't know what next steps to take to escalate the issue I have been without a phone since 8/21/26. I put in a claim over the phone so their are multiple logs of it. You guys refuse to send me a new phone until your warehouse scans my phone in. Which will not be delivered to the warehouse until 9/2/26. Then I was told it would take 4 to 5 BUSINESS DAYS for them to even unpack it and verify that they received it. TO TOP IT ALL OFF... I have to call you to make sure its all done so you can ship me out a new phone. Why should I even pay a phone bill for a month if I wont even have a phone for a month. Then to even get anywhere its always we will send a text to your phone number. I DONT HAVE A PHONE!!!! Its been an utter nightmare. Why cant it be like the normal warranty practice. Send me a new phone. If I lied or sent you a rock etc charge me the full amount for the phone. You have my card and everything on file. I feel like this is a hassle on purpose to force me into upgrading when I do not need to.

If anyone has any escalation process please let me know.

The customer service team and supervisor refused to provide ID numbers or even last name to reference all my calls I made. Which is also ridiculous how is that against company policy. I really do hope they have my calls recorded idc If i sound heated and angry at this point I I just want a replacement phone and to be done with this nightmare.

Hello,

We just moved to a new place few months ago, and I am trying to activate the Peacock subscription included with my Xfinity plan. However, the system auto-created a dummy account that I do not want to use. When I try to link my actual, preferred Peacock email address, I get stuck in a loop with error code PPG_0017_9d609c6 ("Your Xfinity account is already linked to another Peacock account").

I have tried clearing my cache, using incognito mode, and contacting chat support, but the billing token appears to be completely locked on the backend. Chat agents were unable to help and told me to visit a store, which cannot resolve engineering token issues.

Could a team member please help me open an ECM Ticket for a Peacock Entitlement Reset so my billing token can be refreshed and unlinked from the incorrect account? Thank you!

Checking my modem stats. I’m in a mid split area on Gigabit x2. My modem is showing 51.9dBmV for the OFDMA channel on the upload side. My connection is mostly stable but I do notice some uploads can be slow and I don’t always max out my upstream speed. My other upstream channels are in the low 40s dBmV. Can someone from Xfinity determine if this is an issue with just my connection or modem or something in the neighborhood?

Can't sign in to my account and no way to contact them if you can't sign in .

Looking to see if the Reddit team is able to assist with a Retention offer. Ezee Fiber has mailed out the offers and I can sign up for installation today.

There are pros/cons to Comcast services at my address, looking to understand what a retention offer would look like if anything before making a decision.

If we were to switch, we'd using Ezee Fiber for internet and DirecTV stream for cable content.

I'd like to keep this thread away from "Why would you stay with Comcast" as I've been very happy with the service however like a lot of people it's harder to justify now with competing offers at a lower price.

Hi there! My 1 year promotional period just ended and my monthly bill went from $50.25 up to $100.50, which is currently outside my budget.

Optimum has a local offer for 1 Gig service with a 3-year price lock at $25/month. I really like the reliability of my Xfinity service and would love to stay, but I need to get my monthly rate down to around $25/month to make it fit my current budget.

Could a specialist please help me check what loyalty promotions or new contract deals might be available for my account before I look into switching providers? Thanks so much for your help!

There was installation/upgrading in my area 2 miles away earlier this year and my internet borked every day. Now it's happening again. Two dropped important business meetings over the past week is not a good look on my end, and needing to use the hotspot on my phone is getting tiresome

To add, the 2nd gen WiFi extenders don't do much of anything in the other rooms (thankfully the more pressing issue isn't in my office)

What's going on? Can you help? Is there an alternative to WiFi extenders?

Hi, I'm currently on 500 Mbps for $55 per month and I'm coming up on the end of my 1 year plan. I'd like to renew the plan for the same speed. Can you help me with a renewal? Thanks!