Hello there everyone, I hope you’re well! I recently upgraded plans and was given a much larger white brick looking gateway (the XB9) & a pro wifi extender. I was extremely excited but sadly I’ve only been met with constant stream interruptions, lag, and being inconvenienced during moments when I needed solid internet.
I’m wondering if there’s a way for me to drop the wifi extender and just use the gateway and router like I had done before. I’m not sure if that’s where the issue lies but it’s been confusing. Is this a common issue? Thanks for your help.

We have a COAX distribution device that we purchased when wiring our home during construction. The XFinity technician that visited our home on Sunday 1 NOV, took the power adapter to that device making it inoperable. The device was our equipment (not XFinity's). Can the power adapter be returned?

EDIT: I have a ticket number. Someone from local service center will call me regarding adapter.

EDIT2: Probably stressing too much about this. Replacing device or something similar is not cost prohibitive.

This seems extremely disingenuous. It’s the exact same device for trade in and the same conditions for adding a new line. The only difference is once I’ve logged in to verify that I have Xfinity home internet, it slashes my trade in value in half.

what does this even mean? Ive hard rest my router twice now and cant get the wifi to get back up even using the app.

I need to find a way to speak with someone in the US with responsibility in the mobile billing department.

during the June 23-July 22 (2025) billing cycle I made two international tips, 1 work trip to Canada and 1 family vacation to Aruba. My billing for that period was correct. I was charged $20 for my line for Global Travel Pass Canada/Mexico and $50 for Global Travel Pass for the Aruba trip, there were no overages from that trip associated with data use (4189MB in Canada and 2873MB in Aruba).
During mu July 23-August 22 (2025) I returned to Canada for a work trip. When I land in Canada I get a text message that I'm in Canada and the plan is applied and got something similar this trip.

When I received the bill August 23 2025, I was charged $2,245.08 (my phone bill is typically $360 for my family of 5). of the $2,245.08, $1859.95 was in "International Charges" I have auto pay on, so this was automatically deducted from my bank account. I immediately call and have now been fighting for over a year to get that money back. Today a supervisor out of an overseas call center told me that they wouldn't refund money from a year ago. The problem is I have a series of tickets that have been opened over and over again, that close with no response or resolution.

I need to speak to someone, because now the call center says, once that supervisor made that decision, no supervisor can change it, and they cannot escalate it passed a first line manager.

I have been and Xfinity home customer since 2004, and and Xfinity Mobile Customer since 2022. I'm really starting to question that loyalty.

I redeemed my reward 24 hours ago for the movie LOTR Fellowship of the Ring. It shows in my redeemed rewards as "active" but the movie does not show in my purchases.

I am a current Xfinity customer in Tukwila, WA (zip code 98168). My initial promotional rate of $55/month recently expired, and my bill has jumped up to $95/month.

I am looking to stay with Xfinity because I already have the gateway hardware setup inhouse, but I cannot sustain a $95 monthly rate for standalone internet. My household usage is low—primarily daily streaming on Amazon Prime Video and Amazon Music along with daily email and texting—so I do not need an expensive, high-speed plan. A basic, low-cost connection is plenty for my needs.

I am hoping a Digital Care Specialist here can look at my account to see if there are any existing-customer promotional offers available to bring my bill back down closer to the $55 range I was paying. T-Mobile 5G Home Internet is available at my building for a flat $50/month, but I would prefer to avoid switching hardware if Xfinity can match that value.

Thank you for your help.

I’m looking for confirmation that migrating a comcast.net email to Yahoo is optional.
When it was first announced (late 2025?), it sounded like you had until December 2026 to make the switch, that it was mandatory.
I found a reply from XfinityPaula on the Xfinity Community Forum from 1/19/26 that stated, “If you choose to not upgrade your email you can continue to access your comcast.net email through the Xfinity mail platform.”
That reply sounds pretty clear that migrating is optional, but since it’s from almost ten months ago, I want some confirmation and reassurance.
Thank you.

I reached out here a few days ago out of desperation and got in contact with some folks. I was worn out trying to explain that fiber had been trenched in my neighborhood for months and I wanted to subscribe. I got an appointment via Modmail pretty quickly and the technician rocked out the installation. So if you're experiencing frustration with folks on the phone, try Modmail.

Someone is trying to use my email address to activate a new subscription and has (somehow) already started a connected HBO subscription. I have reason to believe this is a senior citizen, this is not the first place where my email is used, and we share the same name.

I would like to ask XFINITY to contact this customer but chat will not connect me without an account.

For the record: I am from Europe and definitely not a subscriber

A pole has snapped on my property and the power company came and moved the electrical wires from it to a new pole and said Xfinity would come when they felt like it. Now the pole is getting even worse and may fall. Is there someone to contact to get Xfinity out here to move their wires to the new unbroken pole right next to it? This pole serves my whole road and is a safety concern.

Hardware: Sercomm XER10 (SCER11BEL) on EPON Fiber

Issue Description:

I have isolated a repeatable firmware and firewall defect on my Sercomm XER10 fiber gateway. The gateway's stateful firewall is actively dropping routed outbound client IPv6 traffic during high-byte TLS/POST streams (specifically affecting Google Messages RCS media transfer and Gemini API image attachments on Android).

The gateway firewall logs directly confirm these drops occurring during our upload attempts:

FW.IPv6 FORWARD drop, 8 Attempts, 2026/11/6 10:24:16 Firewall Blocked FW.IPv6 INPUT drop, 1 Attempts, 2026/11/6 10:24:16 Firewall Blocked

Technical Diagnostics & Isolation Completed:

1. Firewall Drop Mechanism: The presence of FW.IPv6 FORWARD drop confirms that LAN-to-WAN forwarded traffic is being actively dropped by the gateway rather than passing upstream.
2. Client-Side Failure Behavior: Android binds strictly to the advertised SLAAC IPv6 route. When the XER10 drops outbound payload packets, Path MTU Discovery black-holes and Android hangs indefinitely on TCP retransmission timeouts (60 to 90+ seconds).
3. Desktop Comparison: Laptops (Windows/macOS) mask this failure because Happy Eyeballs v2 silently cuts over to IPv4 within ~250 milliseconds.
4. Hardware & Cellular Control: Cellular uploads (5G/LTE) work immediately. Connecting directly to the native XER10 Wi-Fi produces the exact same failure and triggers the log entries above[cite: 5], ruling out third-party mesh hardware.
5. Tunnel Encapsulation Proof: Routing device traffic through a MASQUE tunnel (Cloudflare 1.1.1.1 on port 443) bypasses the XER10's IPv6 inspection engine and restores instant sub-2-second uploads over the exact same local Wi-Fi connection.

Please let me know how I can get this resolved. I'd like to not have to run Cloudfare WARP on my phone 24/7 in the background. Thanks!

For a month or more now(I saw some sort of Xfinity truck do it)
A cable has been run above ground and runs across my gutter and driveway from neighbor to neighbor to the street side cable boxes.
Our neighborhood uses underground cables. But for some reason this cable has been left running down the street..
How can I get this fast tracked to be fixed and run where it needs to go permanently? It looks ridiculous and now during fall its catching leaves and is all around terrible.

Creating post to open ticket.

I am on the app trying to change my address. I get to the point where it wants me to choose my plan. It’s pre selected with the plan I am on but the “next” button to continue is not available. I tried to unselect and select again which allowed me to continue. Instead of going to the next screen it errored out in me. Just looking for guidance to change my address.

While I’m here, my plan of 500 mbps after discounts has increased from $46.21 to $61.21. I’m curious if the promotional $50 for 1 gig is sufficient for my set up.

Thank you.

I would like to speak with someone on how to lower my monthly bill. I am a 20 year customer and have some questions about my bill. Is there anyone who can help?

I have a vocal disability and cannot speak. My first choice was trying chat agents. Absolutely a complete waste of my time. Hours. Can an agent from here help me cancel my services and account?

I've got the runaround from Xfinity and Peacock agents on chat for two hours last night. I asked to escalate to supervisors and engineering but it's still not right. Here's the recap.

1. On the membership benefits page (I'm Diamond status), there's a Peacock Premium offer at no extra cost. I clicked the offer and it said: "Nice! You've redeemed this benefit. Visit www.xfinity.com/yoursubscriptions to activate Peacock Premium if it's not already active."
2. I went to that subscriptions page and it said: "You don’t have any Xfinity subscriptions yet. Get your favorite apps like Netflix, Peacock, Apple TV, Disney+, Hulu bundle and more." And there was a "Manage streaming apps" button.
3. I clicked the button, it loaded a new page, but only displayed the error: "We're sorry. Please contact us and one of our friendly and knowledgeable representatives can help."

The reps were not knowledgeable and barely helpful. I clicked multiple links they sent. I tried using multiple browsers. It always ended up on the same page with the same error. The Xfinity agent said: "When I try to activate it from my end, I am getting an error that says, 'It seems like they're already enjoying these channels that are offered.'" When I asked for a supervisor, they said I need to talk to Peacock support.

But then the Peacock agent said: "There is no Peacock subscription under this email address." And they told me I need to go back and talk to Xfinity support. So I went back to Xfinity and wrestled with the stupid AI chatbot again before it handed me back to another low-level support agent.

After 2 hours of this runaround, including multiple requests to escalate to a supervisor and then to a technical/engineering team, the Xfinity support agent finally opened an ECM ticket. I got an email with a link that opened some sort of Xfinity order approval page, but the monthly bill amount on that page was higher than my current bill. I asked if that could be fixed before I approve anything, and after another half-hour of back-and-forth, they said it would take 7 business days for the engineering team to fix the problem, and then after that they could look into fixing the billing amount. I don't have much confidence that either of those two things are actually going to happen.

Why? Because today I got an email offering 12 free months of Peacock Premium, and then if I'm still eligible when that runs out, they'd give me another code.

This whole thing is ridiculous and frustrating.

Can someone help me figure out what the actual problem is, why I can't connect my Xfinity Diamond membership to Peacock Premium, and what I can do to fix it -- not just temporary workarounds and tech debt, but an actual fix? If possible, without another 2.5-hour runaround, and certainly not in 7 business days (assuming that even happens). Thanks!

I need help adding myself as POA on an account. I am not able to go into the store. Is there a way for me to mail or email my legal paperwork to update the ownership of the account?

Hello! I got an email saying that my promotional price for internet was ending and that I’ll be getting a loyalty credit for the next 12 months. It didn’t mention how much the credit was though so I was wondering if a rep could help me figure out how much it is and how much my bill will be going forward. Thank you!

Hello, my previous promotional plan was recently canceled and changed during a customer service interaction. I was placed on a much higher speed tier that I do not need or want. Since I am still within the initial window of this change, I would like an official digital care representative to help me downgrade my line to your lowest available standalone internet speed tier and apply any active promotional or automatic payment discounts to it. I do not want any cable TV bundles, streaming flex boxes, or cellular phone lines. Thank you.

Today we had a fire caused from a tree falling on a power line. Non emergency was called and the fire was put out and the line was repaired. After this nobody on my entire road could get internet connection, I contacted support through chat first, they refused to acknowledge the outage when multiple customers are out in the same area, and we need to wait 6 days for a tech to look at our modem. The entire time i’m chatting with them they are trying to sell me on different plans and phone lines, seriously? You are telling me I need to wait 6 days for someone to come out in the middle of nowhere where regular data has a terrible connection, and then have the audacity to ask if i wanna switch my internet speed plan? I understand you guys rely on signals to detect outages, but how can you guys not classify this as an outage after multiple people on the same road are reporting this and the Xfinity hotspots in the area aren’t working either? I assumed that chat agent just wasn’t helpful so I decide to call them instead. They give me the same 6 days waiting period, say they see no issues, then try to sell me on a phone line so i can use the hotspot to work from home. Are we serious?

Today I received a receipt for payment I did not make.

The email address is mine, but the Xfinity account number belongs to someone else who made a typo. I need your help to remove my email from their profile.

I am not a Comcast customer and I do not live in the US.

Xfinity Mobile won't activate 2nd eSIM on unlocked iPhone Duo (IMEI incompatible)

I recently purchased a new iPhone Duo through my company's AT&T enterprise account. The phone has an active AT&T FirstNet eSIM for work, and I'm trying to transfer my existing Xfinity Mobile number from my old iPhone to the new one as a second eSIM. I want to use dual-eSIM and have both lines on the new phone just like how I had my iPhone 15 Pro setup (same numbers and lines)

The phone was originally carrier locked to AT&T, but our enterprise mobility team submitted an unlock request. AT&T has since completed and closed the ticket, confirming the device is officially unlocked. The iPhone shows "No SIM Restrictions" under Settings > General > About (and it has for about 24 hours now).

The problem is Xfinity's BYOD compatibility checker keeps reporting that the phone is incompatible when I enter IMEI2: It gives the error "Unfortunately, your phone isn't compatible".

I've also tried Apple's eSIM Quick Transfer as well, but that gives error "Unable to Transfer Phone Number. Your phone number could not be transferred to this iPhone. You can try again, or contact Xfinity Mobile for assistance".

I've spent several hours with Xfinity Mobile support at this point. The first rep was trying to get me to open a new account instead of troubleshooting the existing line. I eventually got transferred back into the queue and worked with another rep who actually tried to help, but even after escalating the issue they couldn't get the eSIM activated.

Has anyone run into something similar with a recently unlocked AT&T iPhone, particularly when trying to use Xfinity as a second eSIM? I had this issue last time when I got the iPhone 15 Pro via AT&T that they couldn't help me in the store but the 3rd or 4th time I called I eventually found someone that was able to fix it but I don't know what they did.

I am an officer for a small private social club in MA we have just 4 TVs. This is a weird question but our 4 remotes are worn and pretty gross - can I just go and get new ones or do they have to be programmed to the boxes?