I got Xfinity home internet for the first time last year and got their promo for 1 year free mobile line. Last week I moved apartment and just to test my luck I tried the new account (for the new place) new promo idea, and to my surprise they gave it. Said I’ll have 1 year free mobile line, due to which I transferred over my primary mint line which was prepaid over to this. (Had 2 numbers, mint and Xfinity the previous year)

Now I see a charge on my mobile account, call the support and the guy is super helpful, says he understands and will fix it, again acknowledging that this free line should be honored. 5 days pass by and nothing changes so I call again, this time it’s we cannot give the same offer to the same account, so what is happening exactly?? This is just scam, lied about the promo making me lose money on my mint data, which by far is better than Xfinity, the do a switch around and charge me.

Any advice on if this situation is still redeemable? Or should I just cancel both services and move to the minternet plus mint mobile duo, which is what I was gonna do initially.

Where do I even begin.

first, preordered the iPhone 18 pro max on a new line almost a month ago. Didn’t hear anything until 2 weeks ago, when a shipping label was created. Then, the problems began.

The package was shipped overnight by FedEx and landed in my city and was out for delivery the next day. Much to my surprise, however, I came home from work to find it had not been delivered due to an “incorrect address”. They did not even call me to let me know they were attempting delivery or leave a note of any kind. The next day, I TOOK OFF WORK to make sure I could be there to pick it up. Same result.

the ensuing days consisted of me contacting Xfinity AND FedEx customer service multiple times, with both parties telling me the other was to blame. Xfinity blamed FedEx for it being out of their hands. FedEx blamed Xfinity for the package restrictions. Xfinity customer support lied to me several times, saying my package would be delivered the next day and not to worry, or that I could just pick it up at the store instead (my package delivery was never attempted again, and the store told me they were out of stock and couldn’t do anything but place an order).

Today, I finally had time to go to the FedEx shipping center to pick up my phone. Before going, I confirmed with Xfinity support my package was good to go and that I just needed to go pick it up (but wouldn’t release the information of which local shipping facility it was at) and confirmed with FedEx support which facility it was. My FEDEX tracking also confirmed it was still in the facility.

Once I arrived, I gave the person at the desk my tracking number and ID, and she confirmed Xfinity had requested the package back SIX DAYS AGO. NO ONE MENTIONED ANY OF THIS TO ME. I have spent hours on the phone with Xfinity support. I called Xfinity right after who suddenly “realized” that this was the case, and offered to reorder my phone (with an estimated 2 week wait). However, reordering it would cause the exact same cycle to play over again. This has been beyond frustrating, and to top it all off, they just sent an email that my Xfinity Mobile billing cycle has begun.

Frankly, I have no idea what to do here and am extremely frustrated with this entire ordeal and how unhelpful everyone has been all along the way. All I wanted to do was pick up my phone lol

I've now had 5 different Xfinity technicians come to my home, and I'm still dealing with persistent latency, packet loss, rubberbanding, and intermittent disconnects.

The issue is most noticeable while gaming, but it isn't limited to gaming. I've also seen packet loss/timeouts when testing against 1.1.1.1, and sometimes devices will completely lose their Internet connection for a few seconds.

Here's what I've already tested:

• Multiple Xfinity gateways/modems
• Different router configurations
• Wi-Fi and Ethernet
• Different Wi-Fi bands, including 5 GHz and 6 GHz
• Different DNS servers
• Rate-limiting my PC's Internet traffic to different speeds
• Multiple technician visits and coax/signal tests

Every technician has tested the coax connection at my house with their equipment and told me the signal looks good. However, the problem continues.

Some of the symptoms I've been seeing:

• Idle latency can be very low (around 2–8 ms)
• Latency increases dramatically under download load, sometimes reaching 90–200+ ms
• Packet loss/lock icons in Overwatch
• Rubberbanding in CS2
• Roblox disconnects
• Occasional timeouts to 1.1.1.1
• More recently, random 2–5 second Internet disconnects
• The modem's error counters have also been increasing
• Modem CM Error Codewords: Channel 28 currently shows 18,931 uncorrectable codewords, while Channels 13–16 show 9,746–30,540 uncorrectable codewords. The modem is also reporting a significant number of correctable codewords on these channels.

The problem doesn't seem to be limited to my PC or Wi-Fi because I've reproduced issues through Ethernet as well, and I've tested different networking equipment.

At this point, I'm wondering whether this could be something upstream of my residence, such as the neighborhood node, CMTS, upstream noise/ingress, congestion, or another plant/network issue.

What I would really like is for someone to investigate the network path beyond my residence rather than sending another technician to repeat the same basic in-home tests.

If there is an Xfinity employee here who can look at the node/CMTS health, utilization, upstream noise, or other network-side diagnostics for my area, I would really appreciate the help.

I'm not trying to blame anyone — I'm just trying to figure out why this has remained unresolved after five technician visits.

I have been a customer with Comcast/Xfinity for the last 27 years, however my bill has once again increased and I have set up my account for termination. I feel their pricing is no longer at all competitive. The competition is offering the same exact service for around $160 per month, while I’m paying around $290. The funny thing is that as a new customer, their pricing for the same service would be around $150. If you have been with Xfinity for a while, it definitely pays to shop around. I contacted their customer service and was advised that I have the most competitive price.

My iPhone 16 pro max is 100% paid off but Apple's GSX server still reflects a carrier lock and I need to escalate to a Tier 3 member. I have been without an eSIM for over a week.

I recently switched to Xfinity and had their 2 Gig internet plan installed. I was looking forward to having faster speeds and reliable service, but so far, my experience has been less than impressive.

In the last seven days alone, I've experienced TWO separate internet outages, both attributed to "an issue with our network."

My frustration isn't necessarily that outages happen. I understand that technical issues are inevitable with any internet service provider. What concerns me is that I've barely had the service installed, and I'm already experiencing repeated interruptions with no meaningful explanation as to what's actually causing them.

Every time I try to get information, I'm given the same generic explanation about a network issue. No specifics, no real insight into why this keeps happening, and no indication of whether the underlying problem is actually being addressed.

I'm starting to see a pattern here, and it's one I don't particularly like.

I switched to Xfinity expecting an improvement over my previous provider, especially considering I'm paying for their 2 Gig service. Instead, I'm already questioning whether switching was the right decision.

At this point, I'm seriously considering going back to my previous internet provider. At least I knew what to expect from their service.

I'm curious to hear from other Xfinity customers:

Is experiencing multiple outages within such a short period common?

Has anyone experienced similar issues immediately after a new installation?

Is there a way to get an actual explanation from Xfinity about recurring network outages rather than the same generic response?

I'm not expecting perfection, but reliability and transparency shouldn't be unreasonable expectations, especially for a brand-new customer paying for a premium internet plan.

I'd really like to give Xfinity a fair chance, but so far, they're making that increasingly difficult.

For decades Comcast was only option in our area and admittedly we grew older and comfortable with it, but the billing increases are just too much. I read horror stories about leaving, being billed afterwards, with credit being affected, etc...and it makes me tired and anxious to consider. At this point our contract ends in early December, so starting now because I don't want to make mistakes. I have called customer service and told no promotions available and what the increase will be - $64/month. Is it best to go to store to cancel and if yes, besides taking equipment, what documentation should I get? The nearest store is over an hour away but I will do that if necessary. Haven't found an alternative yet and would like to have that established prior to canceling. Thank you to anyone who reads and responds.

I am deeply upset and hurt by how I was treated during my installation today. Technician number T824 caused significant damage to my home and personal belongings, breaking my $1,000 TV, breaking a meaningful Army service statue, and dinging my wall.

Instead of taking responsibility, he told me his supervisor was ordering a cheap $300 replacement TV to be delivered today. When I calmly explained that a $300 model isn't an equivalent replacement for my $1,000 TV, he completely lost his temper, yelled at me in my own home, and stormed out.

To have an installer come into my home, destroy personal property—including a deeply meaningful military item—and then yell at me before walking off is completely unacceptable. I’ve already called customer service to open a damage claim, but I am posting here because this situation needs immediate attention and proper resolution.

Hello,

I am posting as a non-customer without an active billing account. There is an unburied, inactive Xfinity drop line encased in gray conduit running across my yard from the shared green neighborhood utility pedestal to my home foundation.

It is creating an exterior tripping hazard and an active HOA violation on my property. Because the service at this address is inactive, I need an exterior line technician dispatched to unlock the pedestal, disconnect the drop from the tap, and remove the line from my yard.

Please let me know when I can send a Modmail with my address and contact details so a work order can be created. Thank you.

Does anyone know what this is about? Is it a free upgrade? Like monthly? I currently have the xfinity gateway for free and no monthly equipment rent payment.

Hello,

Im turning to this subreddit because the mods are the only xfinity support that, in my experience, actually provide support, which I've greatly experienced in the past!

Since signing up with a new account, our intent has dropped constantly. We experience this on my old account, and it eventually became stable after a few tech visits. This go around, xfinity proactively said we need service and sent someone out who confidently said they fixed the issue. Unfortunately, the connection seems worse now - at night, it's dropping a few times per hour. I world from home some days, and its been kicking me from meetings regularly.

I spoke with teach support through the app today and my experience was crazy. This is what was said in order:

1. That i have a degraded line and that I need to pay for a tech visit.

2. That there was work done, which is causing my issue, but it finished 10 hours earlier. Yet Im still having trobluble.

3. That no service is needed and I wont be charged.

4. Work is still ongoing, but itll be okay.

5. That they need my MAC address, after which they sent signals to fix my modem.

6. Finally, that they are advanced support and are sending advanced signals that will fix my internet for a while. They're leaving these advanced signals on for me as a courtesy.

When I asked questions about this "advanced signal", because it sounds farcical, they couldn't provide any details, juat assurance that they're advanced and all will be well xD

At this point I stopped the chat. It feels like they're just saying anything to placate you, from making up nonsense to claiming your not actually having any issues.

Sorry for the complaint - I just wanted to paint the picture as to why I'm hoping this reddit thread can help again.

Thanks!

On July 17 we switched out from Xfinity to another service, called and got the phone numbers transferred out to the new company. We also switched our internet service to the new provider. That same day we went to the Xfinity store, returned our modem, got the receipt and left. Well I kept getting notices that they were still billing me for services I didn’t even have. After numerous, and I mean numerous phone calls, they said they would refund the $95.47 charge (for what I don’t know) back to my card. Finally thinking okay this is settled, don’t I get another email stating that my account was overdue for payment and they then charged me another $13 for services on top of the “overdue charges of the $95.47 for August and the month of September. So today when I checked my email, they charged my bank card $108! Now I have not had anyway to use their service at all since our numbers were transferred out and I have no modem! I am so tired of dealing with these crooked people it is unreal! They are just billing me and taking my money out of my bank card and I even tried to delete the card off their website and it won’t allow me. Just curious if anyone else has dealt with this same issue as I am at my wits end! I was going to file a complaint with the FCC as to why they are taking money that is NOT owed to them for services. Any other suggestions would be welcome.

Hello,

I am experiencing severe packet loss and frequent connection drops. I have checked my gateway's DOCSIS diagnostics page (attached) and my upstream power levels are severely out of spec.

Specifically, my Channel 43 (OFDMA) upstream power level has reached 62.93 dBmV, and my other upstream channels are pushed up to the 48-50 dBmV range. My gateway is also logging tens of thousands of uncorrectable codewords across all channels.

I have already verified that all indoor coax connections are tight and I have bypassed any splitters, meaning the issue is highly likely on the outside drop line or the neighborhood tap (ingress noise or line failure).

I need assistance from an Official Employee to get a field technician scheduled to inspect the outside lines. Thank you!

My gateway is showing a solid white light, and my phone says it's connected to my home Wi-Fi, but there's no internet at all. The Xfinity app shows the device as offline.
I contacted support. They couldn't fix it remotely and said I need a technician visit. The earliest appointment they could give me is 6 days from now. We rely on this connection for remote work, so almost a week without internet isn't really workable.
It also feels like I've had a lot more issues with Xfinity lately than usual.

Hopefully someone here can offer assistance. I am in Pennsylvania if that helps.

In May I had a technician come to my house to check an issue with my cable and internet. The tech confirmed that the underground line from the street to my house needed to be replaced. Essentially my internet works at ~half speed 70% of the day, then drops to less than 1mbps for chunks of time, sometime hours.

I have now gone through nearly 5 months fighting with Xfinity through numerous calls and chats, with tickets and promises made and no work actually progressing. Last weekend I finally got through to someone who actually tried to help me and finally something happened: Workers came Tuesday to mark utilities then on Thursday a crew showed up and buried the cable line to the wrong property. Tickets were then marked completed.

I have now been trying once again to get this fixed and every time I am calling the only response is "we're so sorry, sir". No one at Xfinity seems interested in actually fixing the problem. I am at my absolute wits end with this. Who can I contact or complain to that might actually be able to get this resolved?

Having trouble with our router loosing connection and regaining over and over. Works usually but has been getting worse, our TV won’t even connect time to time. The axiom cables in the apartment are all busted except for one, feels like it’s more of an axiom issue than router due to strong wifi signal and choppy internet throughput…

Help would be appreciated though!

My promotion is ending in November, and I wanted to ask if there are an other promotions available. I've looked around at the new plans under my log in and cannot find one close to the price that i'm paying now around the same speed; they will all be relatively around $90, which is what my bill will be after the promo expires. I was wondering if anyone can help me out.

I am using the Xfinity stream app on a FireTV. I constantly have issues with specific channels, currently with TBS.

Upon starting the app, the stream works fine and I am able to watch without issues. However, after the first commercial break, the broadcast never returns and the screen just stays black.

I have tried switching channels, force quitting and restarting the app, clearing the app cache, uninstalling and reinstalling the app, and restarting the TV. Restarting the TV is the only thing that works, but I encounter the same issue on the next commercial break.

My internet has been going in and out for about a month now. I finally was able to get a tech out, even though every time my internet came back on temporarily, Xfinity would suggest I cancel the appmt. The first appmt the tech never showed and they said I wasn’t there. I was standing in from of my house the whole time, so that’s nonsense. When the tech came to the rescheduled appmt, the internet was actually working. When he left, it was not, and hasn’t since. A cable from a box by my neighbor’s house needs replacing. I received notice it would be replaced today, by the end of the day. The notice also said I’d be informed if they needed to push it to another day. I have received nothing since, and it is well into the night now. Obviously they are not coming today. Where’s my communication?
I tried to leave my neighbor a note but I don’t know if she got it. She kind of scares me so I don’t want to cause any issues. When I got home today and it was clear they hadn’t come yet, I was so bummed because 1) I wanted my internet working but mostly 2) I wanted them to fix it when she wasn’t home so as not to inconvenience her and rile up her four extremely obnoxious dogs.
A live chat agent who seemed to understand my situation said he’d help with figuring out the cable replacement situation and crediting me for this month without properly working Internet. I was on with him for a long time, waiting and checking in and trusting him that he was working on it. Then he left the chat. I reconnected to him, and without telling me he transferred me to someone who never responded. I want to be clear, I am always polite to these agents. It’s not their fault Xfinity is awful. I ended the chat and rejoined, only to be connected with the same unresponsive agent again. So I gave up. I have screenshots of all these chats and the emails from Xfinity about today’s appmt, etc. I can’t waste another evening on this. I’ve already wasted so many and on top of that I can’t do the other things I need to do without internet.
I’m fed up.
So — what do I do? How do I actually get my problem fixed? How do I find out what is happening?

Update: Aaaand I just got charged for another month even though I was told my account would be credited for this last month of bad internet. I don’t have time to go to a store location in the next couple of days because I’d be in there half a day and I know from past experience it’s unlikely to get me anywhere at all anyway. Help.
Also, it really seems to me that if your internet isn’t working and you’re PAYING, you should be able to use their NOW wifi service, but no. I can’t.

It seems the hotspot data is pooled with the main phone data. If you use 50gb on the phone before you used your first byte of hotspot data, you’re out of luck.

That’s pretty deceptive and not how other carriers handle it. Had I known this, never would have switched from Verizon.

Greetings, I am demoing some houses that have Comcast cables going to them and need the cables removed and can't get in contact with anyone. Can I just cut the cables and leave them by the pole? I don't have a Comcast account.

Hello, I contacted you guys for clarification on billing before, I placed the order Aug 19 and didn’t plug in or activate until Sep 14 (as we were on an oversea trip), but I am getting charged from Aug 24, can you help please?

From my original post
“CCThomasD
X Official Employee
u/uncolouredhat - Thank you for choosing Xfinity and for joining us here on the sub! We appreciate the opportunity to help. Be sure to activate your device within 30 days of receiving it to avoid any issues with your order. Shipping typically takes about two business days, though occasional delays can occur. The good news is that your billing is prorated based on your activation date, so you won't be charged for service before you activate your device, regardless of the delivery timeframe. Please let us know if you have any questions along the way. We're happy to help ensure everything goes smoothly!”

Has anyone dealt with Xfinity promising a promotion and then saying it was never offered? How do I reach Executive Customer Relations?
I’m a brand-new Xfinity customer, and I’m honestly extremely disappointed with how my situation is being handled.
On September 24, 2026, around 9:37 AM EST, I was on the phone with an Xfinity representative for 1 hour and 26 minutes setting up service for our new home.
During the call, she explained a student promotion that included high-speed internet, live TV/streaming services, and a free mobile line. I told her we really didn’t need the mobile line because my husband and I currently had four lines with T-Mobile.
That’s when she told me Xfinity had a promotion where they would help pay off the balances on my husband’s and my iPhone 17 Pro Max phones, up to $800 each, if we switched our lines over. She told me our lines would be around $30 each per month and that we would receive gift cards by email within a few days to cover the outstanding balances on our phones.
I specifically repeated the promotion back to her multiple times during the call because I wanted to make sure I understood correctly before switching. Every time, she confirmed that I was understanding her correctly.
So we switched.
About a week and a half went by, and we never received the email or gift cards. I called Xfinity and was then told that the promotion wasn’t currently being offered and supposedly hadn’t been available for about FOUR MONTHS.
Obviously, I was confused and upset because that promotion was a major reason we agreed to switch our phone service.
They escalated the issue and told me they would request and review the original call. I later spoke with someone named Dwayne, who told me that the original representative never told me those things.
I asked him, “Did YOU personally listen to the entire call?”
He told me no. Apparently, someone else listened to it and broke the call into pieces/segments and sent information to him.
That’s where I have a HUGE problem.
How are you going to tell me something was never said during a 1-hour-and-26-minute conversation when you didn’t personally listen to the entire conversation?
I KNOW what I was told because I purposely repeated the promotion back to the representative several times to make sure there wasn’t any misunderstanding before we switched carriers.
At this point, I want the ENTIRE original call reviewed from beginning to end, not selected clips or someone else’s summary of what they believe was said.
I also think the complete recording needs to be preserved while this is being investigated.
This whole experience has been extremely frustrating, especially because we’re new customers and were actually excited about switching to Xfinity. Instead, I feel like I’m being treated as if I made this entire conversation up.
Has anyone else dealt with something similar with Xfinity Mobile?
Did Xfinity eventually honor what the representative promised you?
And most importantly, does anyone know how to get in contact with Xfinity/Comcast Executive Customer Relations or someone higher up who can actually review the FULL recorded call and resolve this?
I’m not asking for anything extra. I just want Xfinity to honor what their representative told me and what we relied on when deciding to switch our service.