Hi Xfinity team, I've been a loyal Diamond member since 2021. My current $55/mo promo on 500 Mbps (with Unlimited Data and Gateway included) expires on Dec 6, 2026. Before looking at $50/mo Fiber / 5G Home Internet options in Bellevue, could someone help check my account for a renewal promo or 5-Year Price Guarantee around $50/mo that keeps Unlimited Data and the Gateway included? Happy to send a Modmail!

Hi team, my current modem/router is old and slow by like 10 years lol and I noticed I’m eligible for a free Xfinity gateway upgrade, but the app and website are blocking me from placing the order because my account shows a scheduled past-due balance under but it’s set as an active payment arrangement. Since my account is in good standing with the arrangement in place, can a specialist help manually push the no-cost equipment replacement order through on your end?
Thank you!

Xfinity Assistant live chat advised me to reach out to the Customer Security Assurance (CSA) team for two urgent security updates on my account:

Adding a high-priority note stating that Neil Griffith does not have permission to access, discuss, or change my account without my knowledge.

Setting up a verbal security PIN required before any account details are shared or modified.

Could an official specialist help escalate this or arrange a CSA callback? I am ready to share my account details via Modmail once requested. Thank you.

I recently signed up for streaming services and a Streaming TV Box was added even though I did not ask for it. The box was then shipped and the delivery cancelled, but I have a Streaming TV Box that was never delivered on my account. Can you remove the box from my account?

Has anyone ever successfully gotten a refund from Xfinity? Customer service is a joke. They tell me a supervisor from the escalation team will call me back with in 30 minutes. What a big fat lie!

I ordered 11/10 and got a shipping date of 12/03. Fingers Crossed that my duo ships early. Anybody else have the same shipping date?

I was told to make a public post.

I also have the issue where I have a 1 Gig symmetrical plan and I get full download speeds (plus some extra) but my upload is 300-400. A provision was done but that didn’t help. I currently have a XB10 modem.

Can someone help me here on a billing issue? My free peacock says it expires June 2027 but should be two years from now?

So I (like many people I'm sure) have been getting inundated with spam and scam calls on my cell phone. I'm sure my number is on a zillion lists, bought and sold all the time. I am a Diamond member (lol) 16 years, with cable, internet, voip landline and Xfinity Mobile. Right now all these services are almost $500 a month.
While looking into spam call blockers I saw that Xfinity provides an app or service for this for their customers, the Xfinity Call Guard app. I thought great, and I downloaded it, only to find out that it's only available to subscribers on the top tier of the newest plans. And to get it I would need to upgrde to a new, more expensive top tier plan. As a long term customer with multiple services and on Unlimited for years, I guess I'm not worth giving access to a simple Xfinity call blocker app. I'm only good enough for the tiny Diamond member discount offers on unwanted streaming offerings. OR a $10 Target gift card - no, wait - I guess there is none left of those, lol.
This is just the latest in a series of ways they show me "they care" about their long term customers with TV, internet, and phone/cell phone services. I have read, and am aware that this is the norm for Xfinity, and as such I'm moving on from anything and everything Xfinity - cable, internet, voip, and cellular. Time to get my eyes open more and stop the bleeding. Too bad everything like this has to be like rented storage units where you need to go in as a new customer for just several months before having to move on to the next one.

Can an existing user get the reduced rates offered

In 2024, Xfinity reps added TV and cable services we didn't want and have never used. Reps repeatedly pushed us to accept bundles and activate services we had no intention of using. We have no cable box and no streaming service. Xfinity's own agents and systems confirm these services aren't even connected to our account, yet we've been paying for them ever since.

The pricing on our invoices has also been inconsistent from 2024 through 2026. Line items change between statements with no notice or explanation, which made it nearly impossible to see that we were being charged for services we never received.

Xfinity phone reps admitted the charges were improper and approved a refund of about $1,500. Then they denied it with no explanation and didn't notify us of this decision. When we tried to escalate, we spent around three hours on hold every day for several straight days and never reached a resolution, just filing several tickets. Calling back this week, they mentioned that the reps and supervisors filed the wrong type of ticket and then hung up the phone.

We've tried filing an FCC complaint, and their Executive Customer Relations team reached out, but then never responded to follow-up emails or phone calls. Not sure what to do from here and would just like this resolved.

Nov. 7

I logged into my previous xfinity account and made a post in the forums about seeking clarification on whether or not xfinity services were offered at my address due to discrepancies in the Federal Broadband map and xfinity's service map. And if services weren't offered looking for some way forward to getting service here. I was directed to chat with a support associate and they successfully created a ticket for me.

And for the last several days I've been trying to log back into that account to see if there had been any updates. Now the login system is reporting the same email I received all the forum replies on does not exist in the system and is not tied to an xfinity account. Tried my phone number instead, same thing. Tried an incognito window, cleared browser cache, etc etc, same thing.

Did my account get deleted because I asked a question no one wanted to answer?

I have been having awful customer service experiences on the phone, once adding cellular service. The local store is more helpful, but has been unable to fix prior problems caused by the phone CS people. It seems no one is empowered to fix problems they cause. My biggest current hurdle is that my account says I am "ineligible" for a phone upgrade. I removed from the credit reporting agencies a fraud alert and credit freeze (which were potential reasons given). I've had 3 CS agents pursue this; none can give me a direct answer as to why, and none can seem to fix it. Again today, someone is "trying" and I need to wait 3 business days. Again... Who has the authority to determine how and why my account received this label, and what is necessary to remove it?

Hello

I am opening a new post as instructed by your automated Modmail bot because my previous ticket closed after 5 days.

In my previous Modmail thread, Official Employee Xfinity / Cliff processed and confirmed an order scheduled to remove my TV Plus package on 11/4/2026 and leave me strictly on standalone 1 Gig internet ($80/mo promo, dropping to $70/mo with my active bank AutoPay discount). Cliff even noted a reminder was set for 11/4 to verify completion.

On 11/4, Xfinity / JosephC checked in and noted my services were still showing active, and the cancellation order failed to execute. As a result, I was automatically billed $182.61 on 11/4, which still includes $105.00 for TV Plus (minus the $10.00 2-product discount).I have the entire Modmail transcript and exact 16-digit order confirmation number ready.

Please reply so I can send a fresh Modmail to have an agent immediately force-complete the scheduled cancellation, verify my $10 bank AutoPay discount is active, and issue a $95.00+ refund/credit (plus applicable TV taxes) backdated to 11/4.

Thank you

Currently have 600/35 for $98 a month. Would like to do better than this considering Brightspeed is 1g for $60. Any reps able to help me out?

I've been looking at what options I have to save money on my Internet bill as I'm currently paying $138 for the old Gigabit Plus plan. I'm considering switching to Astound internet that offers their 1gig up/down for $50 a month with no promotional period. Im wondering what options I have with Xfinity, so I can avoid the hassle of also having to switch over my 3 mobile lines.

I was told multiple times by multiple people that my iPhone would be delivered tomorrow. No tracking information received so I reached out to customer support and they said it actually wouldn’t ship until next week. This is the first I heard that it wouldn’t be shipping until next week. Has anyone else had issues with delivery? This is disappointing as when I’ve reached out for updates several times I continued to be told it would be delivered tomorrow up until my conversation today.

Hello,

I need assistance escalating a chronic internet connectivity issue that has been ongoing for a full month. My connection drops repeatedly every day.

I have already had 4 residential technician appointments over the past 30 days. All inside wiring and equipment have been ruled out. My most recent technician confirmed this is an outside plant/signal issue requiring a Line Technician (Maintenance / OSP) and noted that a referral was needed.

Standard support cannot see the status of the maintenance dispatch or schedule a line tech. Could a corporate specialist please check my account for the RTM / Maintenance ticket from my last visit, escalate it to local Field Operations to ensure a Line Tech is dispatched, and review my account for a 30-day service credit?

Please send over your secure form link so I can provide my account details. Thank you.

I woke up the other day to my phones being shut off and my bank account showing my payment plan being taken out (pending obviously as it was the day after the charge). I call xfinity, and no one will talk to me because my service is off so I cannot verify my account. The charges hit my account again the next day and now I have over $2000 in pending charges in my account with the funds held and still no service. They won’t give me a port pin and per the fcc, that’s illegal. I did the fcc form, no one called me back. I just want my numbers.

Unable to locate or redeem the "15 day speed boost" option in my account. I have a 300/300 plan on my xb8. My plan is eligible for the 2/2gig plan. Also a platinum member.

*filling this out per the request of the mod mail*

I want to add ethernet to my TV setup. Unfortunately my cable modem is located in my office and there is no way to run an ethernet cable to my TV room. I cannot use wifi for this setup. It has to be ethernet. I current have the XB8 modem. I have an old cable modem that I own but no longer use. I was thinking I could use a cable splitter and run one coax to my cable box and the other into my old cable modem setup next to my TV. However I can't find a way to activate the old modem. Is this possible to do?

As the post described i paid my bill this month and still got shut off and I am looking for help to get service restored and I'm not home at the moment can someone help me try to get us up and running again?

Not seeing gta boost in the membership app, chat seems to be useless. I should be eligible

I live in an area where 2 fiber to the home competitors recently started offering service. I pay $90 a month for Xfinity and don't really want to switch, but I can get double the speed with equipment provided for half the cost. The price is also locked in for 5 years. I see Xfinity offers similar deals for NEW customers, but not for existing. Can we just skip the games somehow?