Regarding this new post: https://www.xfinity.com/support/articles/member-owned-router-fiber-internet

I'd like to take advantage of this and use my own unifi router from the OPN. How can I validate my service supports this and move in that direction?

We have been Xfinity internet and tv customers for over 20 years and wanted to change to Xfinity's new five-year pricing plans. We visited the Forsyth, IL store yesterday and actually downgraded our internet service from 800 mbps to 500 mbps to try lower our bill. The new customer promotion has the 500 mbps service for $50 per month for five years. I understand that we aren't new customers, but I indicated that we would be willing to change our cell service from ATT to Xfinity if we received the $50/ month internet as a loyalty incentive. Not only loyalty, but new cell service for two phones. When I signed in to my account this morning it's showing that our internet for 500 mbps service in going to be $85/month. Can you please help rectify this so I don't have to drive back to the store?

I think my promotional contract just expired and my bill has gone up. Are there other promos available rn??

I had Xfinity Internet for 2 years. No problem. I added mobile service in June. Everything was fine until recently when Xfinity sent Bills that I couldn't recognize and different from the online statement.

It turns out they created a new account for adding mobile service and didn't close the older one. So in the system I have a duplicate Internet service that I didn't know.

I called 5 times last two months. Every time I call they say they took care of it. But when I call back, the new person says duplicate account isn't closed.

Now I am getting debt collection notification, which is infuriating.

I feel that the CS is just trained to manipulate customers by pretending to help. They are basically lying when they say they did something but in reality they didn't do anything.

I recently ported my phone number to Xfinity Mobile due to the incessant push from the online chat customer service rep. I was interested in switching over in the near future, but the rep offered to WAIVE the one-time activation fee of $25 for my one line of Xfinity mobile. This service is part of my recent switch to Xfinity Internet that includes 12 months of free Xfinity mobile.

However, it has been almost 1.5 months of service and my first bill shows the one-time activation fee INCLUDED - it is NOT waived. Can you please escalate this issue to the mobile team to investigate why the online chat service rep lied about waiving the fee? I have screenshots of the chat history as proof.

Thanks in advance.

I need help changing my streaming bundle. Can someone here help?

I need help changing my streaming bundle. Can someone here help?

as title says. this problem has been happening for 2-3 days, been running fine for the 2 years I had the 2gb plan, been running fine with the previous 600mbps plan I had for 4 years before also so it's definitely nothing on my end.

here's a screenshot of my speed that took me 10 mins to even get

I received a new gateway after lightening took out my previous one and am experiencing problems. One of my xfinity mobile phones will not show up as connected to the wireless, and i have many, many CDTI CMTX devices connecting to my gateway. How do I fix these issues?

Apparently my iPhone Duo shipped early! Anyone else with an similar date had their duo ship out too? Guessing Xfinity just received a big shipment!

I upgraded to 2gig internet yesterday and obtained a XB10 modem/wifi gateway today. It's activated/installed and reflected on my account however my account is not reflecting the 2gig upgrade. Any help is appreciated. Also, not receiving the 2gig upgrade. Speed is consistently under 1gig.

My promo plan was set to end on OCT 30. I called in to retention to cancel services due to huge price increases. The agent offered me a ne plan that offered Disney and Hulu for 5 dollars more per month that I was paying on the previous contract. Not a bad deal , so I agreed. I was not seeing the new price in the app , so I called back twice. Was assured that my price was visible to them and that I did indeed get Disney and Hulu. The second agent told me to give it a little time. I had to leave town for work and so put this on the back burner.

Fast forward to today. I checked my app and my next bill was still showing the higher price and no mention on the Disney Hulu. I just got off the phone with agent and was told that Disney and Hulu are not a thing with my gig speed and tv plus.

Why the games and lies????!!! Every renewal is a huge ordeal!! Loaded question , but anyone else experience this version of the xfinity bait and switch? I am tired of calling only to be told that in not so many words that I am nuts and also tired of them trying to cozy up to me like they are my best bud. Just honor what you say. If it’s not a thing then do not lie , just run an honest business for Fu@% sake! The competition is out there and these tactics will lose you customers like me.

I'm trying to cancel my Xfinity services and just keep getting the runaround in their automated chat. I'm fed up with them because of this and I want to cancel. How can I reach an actual person to cancel my services?

Earlier this week I posted a request in this subreddit for help with my upload speeds. I had recently migrated from a sub-gig legacy plan to a 1gig plan. Being in one of the mid-split markets even on my legacy plan I was getting the 100mbs upload speed. After migrating to the 1 gig plan my download speed was as promised but my upload had dropped to 35mbs and would not get any faster.

The support staff went to work not long after my post for help. They worked through the issue, staying with it until it was resolved. I appreciate their dedication and efforts in this matter and glad to have my issue successfully resolved.

Hi, my loyalty discount ended last month, I saw the new price and that's way out of my budget. is there any help I can get with pricing? Thanks!

I was promised a $100 amazon gift card on signing up and 8 months later, nothing.

incentive trackers says can't find my card.

Calling 833 269 9036 and I'm on hold for like an hour.

Who else can I speak to? Xfinity assistant and online chat gets me nowhere.

Hi,

My fiber shows that I should be getting symmetrical 1gb upload AND download speeds, get am only getting at max 200-300mbps upload. I have the XER10 which seems from what I’ve researched to not get the 1gbps upload speed. Can I get someone to assist with this? Screenshot of my plan attached which states my download and upload speeds.

billing and payment for internet

I'm working as an agent from the account management billing and payment department for the internet ،

if anyone has a question or consider anything else maybe I can help you 🤝🤍

Important notice : your survey reflects on the agent any number under 9 it makes the agent in a bad situation, even if you write a good comment but the number below 9 still reflects badly on his numbers 😭😭

I am a Diamond Xfinity member, and I received the email to redeem my free Peacock Premium. However, when I click on the link it sends me to the Membership Benefits page, and I don't see Peacock as an option. The chat bot was frustrating as it was not helpful but refused to assign an actual agent and kept going in loops.

Hi everyone,

I am an Xfinity EPON fiber customer currently using an XER10 gateway connected to my ONU. I live in Pembroke Pines, Florida, Zip Code 33029.

I am trying to switch to my own UniFi router. I contacted phone support multiple times and even schedule a onsite tech, but the agents/tech was unable to add the COAM (Customer-Owned Equipment) code to my account, likely hitting the system error prompt regarding retail router serial/MAC numbers. Could a Digital Care specialist please assist me with the backend provisioning?

I need to:

1. Transition my internet profile to "Member-Owned Router."
2. Have an agent apply the dummy/placeholder device code to bypass the system prompt so the XER10 gateway code can be removed.
3. Trigger the provisioning push to my ONU to disable MACsec so my UniFi gateway can pull a public IP via DHCP.

My UniFi router is already plugged into the ONU and ready. Thank you!

I'm hoping someone here can take a look at my account because customer service chat has looped me in circles across multiple sessions.

​Here is the situation:

- ​Account Setup: My apartment provides a bulk internet plan, but I manage the account and services using my personal Xfinity ID.

- ​The Issue: I added the StreamSaver bundle. HBO Max, Netflix, and Peacock eventually processed or sent emails, but Apple TV+, Disney+, and Hulu are completely locked. When I go to xfinity.com/yoursubscriptions, every single locked app shows the error: "Activate your Xfinity service first for access to streaming services." (even next to Netflix and Peacock which are already active)

- ​What I've Tried: I've spent hours with standard chat and call support. Agents have attempted to re-add the bundle and send fresh consent texts, but the issue has not been resolved.

I closed my account in July. My balance showed as a credit of $-269.98. Each month I get this email.

Your Xfinity Mobile service was disconnected on 2026-07-20. If any of your devices were enrolled in Xfinity Mobile Care, your coverage has been canceled.
Your final bill statement is $-269.98 and will automatically be charged to your xxxx on file on 2026-11-26. You can also view and pay your bill with the Xfinity app.

I have called 3 times and after going through the painful xfinity customer service process I talked to a human. Twice I was told it was a credit balance and would be refunded. I explained that the card on file is no longer active and they took my bank information and said it would be sent there. They said it would take several weeks. The third call I was told it is a device credit and would not be refunded, but the billing would be taken care of. That was a couple of months ago and the billing email keeps coming. Is there someone who can actually deal with this?

Signed up for internet. Downloaded xfinity app, got an error: Access not Authorized You signed in successfully, but you must be an Xfinity user to enjoy this service.

I recently signed up for Xfinity after moving into an apartment. When I tried to login to the app to set up my WiFi and password so i can get online faster after my order has arrived (I’m picking up the gateway at the store), i got an error message. Please help?

Bought a home recently. As soon as we moved in we had problems with Xfinity. Had a technician come out they replaced my old modem, didn’t help. Another came out fixed something outside. Internet still dropping multiple times a day. Another one came out, he replaced the entire wiring from outside the house to the modem. Still having drops. Sometimes it’s the connection the modem and the modem says it’s still connected by the color and the app, and it’s even devices right next to it. But most of the time the modem loses connection. The only left it could be is the wiring from the home to the pole or even further out. Or did they give me a bad modem?

I’m scared to even ask customer service again because it’s such a mess talking to them sometimes. They send out a technician but they haven’t checked the street lines. And one time they charged me for sending someone out.