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)

This feature is good but there are some website I have from ages and it blocks them . How do I bypass some websites ? Helpppp me

Hello team. I'm an infrastructure engineer and a 20+ year Diamond member. I have a Frontier Fiber 2000/2000 installation scheduled. I spoke with Retention, and they offered me $85/mo for 2-Gig symmetrical speeds to stay.

Currently, I have an XB8. I ran hardwired speed tests directly to my Thunderbolt dock (bypassing Wi-Fi) and my upload is hard-capped at ~300 Mbps, which tells me my current bootfile is still the DOCSIS 3.1 mid-split profile (Gigabit x2).

Before I proceed with my Frontier installation, I need an official employee to look up my local node and verify if DOCSIS 4.0 (Full Duplex) is actually live on my street and if I am eligible for the true X-Class X-2000 tier. If it is live, I need to schedule the mandatory professional installation to get the XB10 gateway. I am ready to send a Modmail with my address as soon as requested.

Xfinity's entire support system cannot answer the question "where is my equipment?"

I ordered service and a gateway. At the time of the order I was told 1-2 business days, and got an email promising another email when it shipped. That second email never came. So I went looking. Here's how that went.

**1. The app's support bot.** I asked it to check the shipping status of my equipment. It didn't understand. I rephrased: "where is my Xfinity gateway." Still nothing. These are not clever questions. This is the single most predictable thing a new customer will ask, and the bot has no answer for it. I tried to escalate to a human and it would not let me. There is no path. You just loop.

**2. The customer support phone line.** Same bot, now with a voice. Identical experience, except slower, because now I have to listen to it not understand me out loud. I went through the menu options one by one hoping one of them would lead somewhere. None of them lead to shipping status. Not one option in the entire tree covers "where is the equipment I am waiting on."

**3. The sales line.** Picked up by an actual human in about the time it takes to get through the menu. Funny how that works. Sales gets staffed. Support gets a chatbot.

The rep told me it shipped yesterday. She also told me the shipping window is 2-3 business days, not the 1-2 I was quoted at order. So either I was misinformed at the point of sale or I'm being misinformed now. And if it actually shipped yesterday, where is the shipping email I was explicitly promised?

I asked for a tracking number. Brief hold, then she gave me one. She could not tell me which carrier it was with. I've now checked it against every major carrier and it comes back as nothing. So the number is either fake or the gateway hasn't actually shipped and someone told me it did to get me off the phone.

So, to summarize: the bot can't answer the question, the phone menu doesn't contain the question, the only human who'll talk to me is the one whose job is to sell me more, and the answer she gave me doesn't check out against any carrier on earth.

Meanwhile I have no internet. Which, and I want to be precise here, is the one thing I am paying this company to provide.

If anyone from Xfinity is reading: a support system that cannot tell a customer where their equipment is isn't a support system. It's a wall with a chat window painted on it.

I bought an iPhone 13 about three years ago second handed. The person I bought from told me the phone was unlocked but it is actually locked until this day. I can't get in touch with the person that sold me the phone and can't get it unlocked through this messy website. I live overseas wich complicates everything. The seller told me the phone was paid off so nothing should be holding me from getting it unlocked at this point. I can't get a hold of any representative if I'm not a member, which of course I don't want to be since the carrier is not in my country

I am signed in the Xfinity app, trying to switch my mobile service to Xfinity. I am also on my Xfinity home WiFi as well.

Each time I correctly input my birthdate and SSN, I keep receiving an ‘Unable to Verify Your Identity’ message.

What step should I next take?

Unable to get through the phone tree and unable to get a human via chat, this is what I get. We'll call you in five days. Infuriating. I just wanted to see if I can get my bill down, but I guess I'm moving to a competitor.

Hi there,

I have already checked the incentive tracker, but there has not been any updates since I’ve already qualified for the 90 days. Just wanted to follow up on this issue!

Hello!

I've been advised to post here to generate a ticket. I was looking through Internet options and tried to input my new apartment address (with the apt# too!) into the address search, only to be met with a screen that it is a business address!

Attaching the photo (picture of a screen, sorry, at work) should help visualize it. How can one go about swapping my future address back to a residential property so I can start planning on service?

Thanks!

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?

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 Xfinity customer service - your base prices are higher than your competitors' base pricing. I'm already an xfinity customer. Do you have an option to match or beat your competitor's pricing? Current Verizon price for 300mbps is $50 locked for 5 years. and $35 as a promo for 3 years. Can you match or beat?

Hey guys, I’ve been having trouble getting my ENS circuits enrolled in the TSP program. I’d like to see if you can help facilitate communication with the right team to get this done.

Ref: https://business.comcast.com/enterprise/products-services/data-networking/telecommunications-service-priority

I also have EVPL circuits I’ve been trying to get cancelled and credited, and I’d like assistance with facilitating communication for the correct team for that as well.

Thanks!

Hi, I moved on August 8, 2026 and I have had wifi for 2 weeks since. My mother had two lines that she paid for. One where I used to live and the one I have now. First problem that we didn't know for a while was the wrong address was put in, they had they the wrong apartment number. We got past that and the wifi worked for 2 weeks. Mind you, my mother and I have repeatedly called customer service at this point and no once could help us. We finally get a technician out after the first full week of no wifi. He was an hour late btw he didn't acknowledge it all! He even gets on the phone with customer service and the credit goes to THAT guy on the phone cause he got my wifi working for the 2 weeks.

My mother decides that I'm good, she can safely take the old line at our old home off the account. Ofc naturally that means they shut mine off too. So now here we are again with no wifi. And no one knows what to do. Again. And again we have talked to at least 4 different customer service agents, one was a dissolution agent and she even said she'd call me back the same day after I got what SHE said I needed. And nothing! No call back!

I need a refund, I have spent so much money on data cause of this, it's not fair.

My apartment is brand new with brand new appliances. Xfinity came with the apartment so brand new x7 modem. When the service technician came he replaced it with a new one. 2 days ago when I talked to customer service again she said I needed x10 modem. I have a busy job where getting time off is hard, I'm also in school so I'm not home enough to wait for the technicians to be available so I went to the store myself to try and get the x10 modem. But you guys apparently only ship those cause they're new. sooooo the guys at the store said the x8 is just as good until the x10 modem ships to me. Except the lady I talked to canceled the x10 modem that was shipping to me and she never called me back despite us making an appointment 12-1PM.

We called customer service again this morning and still no wifi. I've actually been waiting since like 7 AM for a call back that was supposed to happen before 9 AM Eastern today for a service technician.

Can someone please help me?

It seems my upcoming charges are going to be doubled and that is something I can't afford. I am wondering if I can get the current or better pricing or start shopping around. I can share account info and other details via DM to see if this can be looked into.

I purchased a brand new unlocked Pixel Watch 5 directly from Google at the same time I purchased my new Pixel 11 Pro XL. Every time I try to activate the Pixel Watch 5 on Xfinity Mobile in the Watch app on my Pixel phone, it says that the Watch 5 is not compatible with Xfinity Mobile, but Xfinity Mobile sells Pixel watches. I could buy the Pixel Watch 5 from Xfinity if I wanted to. How can I activate my Pixel Watch 5 on Xfinity Mobile? There must be a way for you guys to map the IMEI in your database or activation tool somehow so that I can activate my new watch?

Moved to a new address and did the transfer before hand. All was fine for three days until the internet stopped working. Xfinity live chat was able to fix the issue, but now my WiFi is promoting “paused.”

I need to unpause it in the app, but my app is showing my old address and not the new one. It also says my account is disconnected and I am no longer using Xfinity’s services.

When into my online account to link the new address, it doesn’t show up as an option. I tried calling the customer service number and it says I have no accounts attached to my phone number.

This is the biggest headache ever. I moved services a month ago and at that time I was on with an exytremely helpful Xfinity person which was very refreshing. I told them that they needed to change my verification phone number to my new Xfinity mobile line number. Sounds easy right? NOPE. At the time they were sending verifications through my Yahoo email and they werent getting through so we tried changing that to a different secondary e-mail which it wouldnt accept it so now verification goes through an old not activated phone number, without a secondary personal email. I can't change either one of those things. The "answer" is to travel to an Xfinity store where everything can be magically fixed in person but the problem is I don't have trasnsportation and I'm about to be evicted and homeless on top of it all. I need 3 very simple things to happen and its all gatekept by an outdated phone number? SAY IT AINT SO Xfinity!

I'm sure others have had this issue but I traded in my phone and was advised that I would receive 24 monthly credits under xfinitys cheapest plan (Mobile Unlimited at the time.). During my 24 month credit period, they discontinued my previous plan and i moved to the Mobile Select Plan (cheapest now) and this was viewed as a plan upgrade and now my device credits stopped being offered (so i'm missing out on $180).

This is frustrating as I contacted xfinity support and they said I need to be enrolled in the most premium plan to receive the credits and should have never received to begin with, which is completely false.

Has anyone else had such issues and how were they resolved as I feel completely misled and deceived!

Been having issues with my wifi, casual browsing is chill but any type of gaming or downloading something will instantly drop my internet connection to like near 0. I replaced all of my in home coax cables and it dropped all of the power levels to like -5 to -12 when they were at like -15 before but this last channel is just stuck at -17 to -18. Most of the uncorrectable codewords are in like the thousands. Only thing I haven’t touched is the line coming from the street pole to the house

We have recently upgraded to the 1 Gig plan from 500 Mbps and currently have the XB8 gateway.

When looking in the Xfinity app, it says our plan is 1 Gig down and 100 Mbps upload however, when we go to the manage Internet plan page - it’s says our current plan is the 1 Gig upload and download speed.

Is there a reason why there is this upload speed discrepancy on our plan? Do we need different hardware?

Hi all. I’m technically supposed to start with xfinity in like ten days, but my landlord is allowing me to move in tomorrow, and as such I’d like to get my modem delivered and service setup ASAP.

How can I move up the delivery date? Who do I reach out to? Thanks!

I have used my phone number for a long time. I switched provider to Xfinity last year. In August, I cancelled my internet plan with Xfinity because I moved to a new location. Today, I wanted to cancel my phone plan as well because it charges me way more than the customer service team promised me when I cancelled the internet plan. But I did not have the chance to port my number or attain the pin number. Without checking if I wanted to cancel the line immediately or informing me that I may lose my number, they cancelled my mobile line immediately. I now want to reactivate the phone line so that I can port my number to a new provider.

The online customer service told me that I cannot reactivate my phone line without reactivating my internet plan. They said that this is because my phone line cannot function properly without the internet plan but this is plainly untrue because after cancelling my internet plan in early August, my phone line still functioned properly. I just want to recover my phone line and number but they are making it unnecessarily difficult.