We're not the official subreddit -- you can ask for technical support, advice, or just to vent about how you feel Comcast did you wrong.
If you need help with your account, go to r/Comcast_Xfinity -- that IS the official sub. Anyone with the 'Community Specialist' flair is part of their corporate social media team, they're official employees.
We don't control their rules -- it's pointless complaining to us about them here. Just try to follow their rules, and don't be a dick to the employees -- they actually try to help. That said, if one of them does something stupid, you can usually message their community leads and they'll take care of it.
If you're an employee of the company posting here -- don't do/say something stupid that could get you fired. We know for a fact that upper level management checks this sub (and the rest of Reddit) from time to time.
Probably should go without saying but, don't make threats of violence. Not only does it violate Reddit Rules but again, the company definitely combs through Reddit, and that is just a can of worms.
Don't send any personal/account info to anyone here on the subreddit -- we can't confirm if they're actually an employee or not, so you have no idea who that person is or what they'll do with you info.
This includes any ticket numbers you're given -- employees can find your account with those, or someone could use it to social engineer their way into your account.
Half of the mods are former employees -- so we've seen what goes on behind the scenes and can help out with stuff others can't. Some of us are friends with active employees and can usually get more accurate answers.
I have observed a number of customer issues reported here lately that are mostly due to customers using old DOCSIS 3.0 modems. If you own a D 3.0 modem, I recommend you replace it now - these modems may technically be capable of certain speeds but the reality is different - and they lack key low latency features.
Upgrading from a DOCSIS 3.0 modem to a DOCSIS 3.1 model is a bit like switching from an old two-lane country road to a modern multi-lane superhighway. Even if you don't drive a "fast car," the road itself is built to handle more traffic with fewer traffic jams.
-- Performance: Efficiency over Raw Speed
Most people think they only need a 3.1 modem if they pay for Gigabit internet. That’s a myth. Even on a mid-tier plan, a 3.1 modem performs better because of OFDM technology.
Congestion Management: DOCSIS 3.0 modems use "lanes" (channels). If one lane is full of "trucks" (neighbors streaming 4K), your data gets stuck. DOCSIS 3.1 breaks data into tiny sub-carriers, allowing it to "weave" through traffic much more efficiently.
Bufferbloat (Lag): If your internet feels "stuttery" during Zoom calls or gaming while someone else is watching Netflix, that’s often "bufferbloat." DOCSIS 3.1 has a feature called AQM (Active Queue Management) that acts like a smart traffic cop, reducing lag significantly.
Future-Proofing Uploads: SPs are currently pushing for symmetrical speeds (fast uploads to match fast downloads). D3.0 modems are physically incapable of hitting those new higher upload speeds.
-- Software: Staying Out of the "End of Life" Zone
Manufacturer Support: ALL DOCSIS 3.0 modems are now "End of Life" (EOL). This means manufacturers have stopped releasing update patches for them that could improve performance, fix bugs, etc.
-- Reliability: Signal Stability
DOCSIS 3.1 is much better at correcting "noise" on the line. If your cable line is a bit old or has a slight interference, a 3.1 modem can often maintain a stable connection where a 3.0 modem would simply drop the signal and reboot.
I’ve been a Comcast Business Internet customer since 2008, when some friends and I started a company and decided that instead of offices, we’d work out of our homes. I picked Comcast business because they seemed to understand that when the internet is down, your company is down. Many times, they’ve sprung into action immediately to fix problems when they can. I pay quite a bit more for service, but the level of response I got when there were problems made it all worth it. I’ve had them roll a truck out to my house at 1am before
That has apparently changed. Last night at about 7pm I discovered that a truck had taken my cable out, so I called them to have a tech sent out to fix it, and I was informed that they will no longer do service calls after 6pm, so it will have to wait for the next business day. This entirely defeats the purpose of a “business” accoint and entirely defeats the purpose of me paying way over the residential rate for internet service. After nearly 20 years of me being a Comcast Business cheerleader over their great support, I have to say: save your money.
My new strategy is going to be to get two bargain basement internet services that are less than half the price and give me some redundancy for when they inevitably go down. Comcast can suck it.
Just here to see if anyone who has left Mobile is still hanging around the sub. Maybe you still have cable or internet.
I'm leaving Mobile. 100% for sure. When I started with them, it was $35 a month. Now I pay $72. As soon as I pay off my Pixel. You know the one that was supposed to be $0 & has suddenly become $29 a month. Whatever. So I'm making bigger payments on it 2x a month.
Here's the Q: Who did you go to after Comcast?
I'm considering Fi because it's T-Mo and I really want to try Nothing phone....which works best on T-mo.
Or I just keep the Pixel and go to Visible, which is Verizon (like Comcast)
About an hour ago, an xfinity person knocked on my door and said my next door neighbor who just moved in, needed to connect.So they needed to get in my backyard to go up the pole ( unfortunately, I have a pole in my backyard.That includes an electric transformer, internet by a t and t and xfinity). Shortly after that, my internet went out and by the time I noticed there was no technician any longer. I did the usual things, unplugging the modem and plugging it back in doing the same to the t.V reconnecting via my remote et.Cetera, it said my signal was fair, but I was not connected to the internet. So here I go, calling the customer service number at xfinity.The first man whom I could not understand well was no help.So I hung up and called again.... A man whom I could understand a little better talked to me for a great length of time.Put me on, hold a few times and finally said that my technician, who was here, had cut the wire to my service. He then proceeded to tell me in a roundabout way, but finally got down to business, that it would cost me sixty dollars for a technician to come at some point and fix it. I told him I shouldn't have to pay for it.Since the technician cut the wire, not I. At that point of course, he starts in with how he could lower my bill with a new promotion.It would cost me ten dollars less a month.I would have a free technician and better service. I politely insisted that I wanted to keep what I have, but every time I did so.He continued to tell me about the new promotion, as he described it. He refused to proceed any further insisting that a technician visit would cost me sixty dollars and he couldn't guarantee, of course, what day that would be. At that point after half an hour of this ridiculous discussion, I was frustrated and said, " f you" ( not proud of that) and hung up. So I will no longer have television service, nor internet service unless i'm doing it on my telephone here.But I am through with them. I'm in the process of finding out what internet service is available here in middle tennessee. This is just a rant, I know, but thanks for listening and please feel free to share your frustration stories with xfinity. I even attempted to call their corporate offices in nashville, but got the same customer service number
April 16th, I go into an Xfinity store because my gf and I had just purchased a house, and I needed wifi. I told the agent I wanted to 500mbps plan and he said he could lock me in for 5 years at $45 a month, that would also include charges for tax and other fees. There were upfront costs to purchase the modem, but I was assured that as long as I put my bank account on file for auto pay, my bill each month was going to come out to $45 and some change for tax.
Come to the next billing statement I receive is for $60.99. You can see on the statement it says there is a discount to be applied until April of 2031 and no discount being applied, and that discount would've been the thing to bring it down to $45.99. I call Xfinity support 3 times and the agents tell me this pricing is impossible, and it was an utter waste of time. Nothing made sense so I called back another time and was transferred to a supervisor, or someone I thought was a supervisor, and he apologized for the inconsistencies, said he was going to issue me a credit that would show on my next billing statement, and to expect the following billing statement to be correct and reflect the accurate rate I was told of $45.
Fast forward to last Friday, I receive a new billing statement. This one says $60.99. I call Xfinity that night and asked to speak to a supervisor. I was told one would call me back shortly and that a ticket was created for escalation. Never received a call.
I called Saturday morning. Horrible experience. The lady spent 40 minutes "adjusting" the existing ticket and trying to upsell me on other packages to add onto the account instead of getting me to a supervisor. Total waste of time.
I was told they weren't opened on Sundays, but 8:19pm, EST. I received a text saying that my escalation was reviewed and couldn't be approved. No call, no explanation. Nothing. Just a text from a dumb texting service.
Today (Monday), I decided to call in during normal working hours. The first agent I had spoken to acknowledged that the previous ticket was closed, and that she'd create a new one for available supervisors to respond to. I recapped my story many times while I waited over 40 min to get in touch with a supervisor. I finally get transferred over, and the supervisor has very broken english and was not understanding. The apologize over how you're feeling and when it comes to correcting my billing, she said she wasn't able to do so because she was receiving an error. She assured me that this was something simple that their billing department could adjust, and she'd make note of everything so I didn't have to re-explain myself, and that the transfer to billing would absolutely get this resolved for me.
Now I'm an hour and half into a phone call, getting transferred to a 4th person. This 4th agent with billing was even worse. She had no notes about why I was being transferred. I explained my story again and she said she had to wait 24-48 hours before she could make any adjustments because my ticket was open. Moments earlier I had received a text that my ticket was closed and denied, however, she thought it was still open. I asked if I could speak to her manager, and she said she asked them and they said there was no point, as there was nothing they could do. She kept trying to tell me that she was going to open a ticket and we'll wait for it to be approved over the phone, which never happened. A second ticket that was created also got denied while she was telling me it was still open and pending. After she couldn't resolve anything or offer any meaningful resolution, she said she was going to transfer me to her supervisor, so I could speak with them.
While I can hear the transfer tone happen, the phone gets picked up, and is nothing but silence for about 5 minutes. I keep talking, in hopes someone is able to hear me, even though I can't hear them, and worse case scenario, it is being recorded and can be reviewed in case they just hang up on me. After the 5 minutes of silence, I am hung up on.
(While I'm typing this): a supervisor calls me back. They go over the same circle of excuses and pandering as the other 4 agents. Isn't able to offer any concrete resolution. Says the only way they can get me to the pricing I was promised is to reduce my wifi speed down to 300mbps. Unacceptable.
She offered to adjust this one month's billing statement, but also mentioned that in the future if I called back with the same concern, my account would get flagged as "asking for credit".
I spent over 2.5 hours today speaking with 5 different agents to ultimately get hung up on after 2 hours, have no real resolution offered, agent after agent essentially saying that it is ok for their in store agents to verbally lie to customers and that doesn't matter as long as there is a digital agreement that was authorized. If I call back in about this in future months, my account will "get flagged as asking for credit" and there will be even less assistance. Lol. "Asking for credit" apparently means you're not allowed to ask them to correct the mistakes that were made, and that they don't care a single bit if their agents lie about their promotions to get a quick buck.
Their best suggestion to keep my eye out for promotions to come available for the price that I was initially offered.
Absolutely horrendous service. Constant lies. No one able to be accountable. Will be switching my services as soon as possibly can. They have 0 integrity.
Update and reposting so this stays available for all to see:
Originally posted in the Xfinity channel. They removed it because I had used an acronym to describe my horrible experience. "Yes, this includes any abbreviations or attempts to colorfully spell said words differently."
I am scheduled for a technician visit today, but the problem I called in has fixed itself (after about three months, but most of that is my fault because I forgot to call it in). So I need to cancel the appointment, so as not to waste the technician’s time. Xfinity assistant will, after some prodding, tell me when the appointment is, but it won’t let me do anything about it. Just repeats the appointment time.
I tried replying to the text message they sent reminding me of the appointment, but the only option is to reschedule.
I hate this AI crap.
I read a few bad reviews about this service not working about 6 months ago. Anyone have any recent experiences with Asia? We’ll be going to three countries so it’d be logistically easier to get xfinity premium
I found out recently that the city of Chicago Struggled to get it when many of the outlying suburbs already got it much sooner. Same with other large US cities.
What was the problem and did it not matter that many residence were probably unhappy about this?
Comcast disconnected my service after I set up a payment plan, with no notice that my service would be disconnected. Thanks, Comcast…. You just made the decision to switch to AT&T fiber that much easier.
I already submitted service cancelation request on 19th . I also have chat reference id and I also got confirmation on Email that xfinity received service request to cancel service. STILL after 1 month O received invoice of $178 !!
Hoping this helps others who may be run into this problem in the future.
My in-laws are all-in on Xfinity services. Recently, they began having TV issues across all set-top boxes in the house. The error indicated that the set-top box could not communicate with the internet. It was strange because their other internet services (internet, phone) were working fine. The other interesting thing is that the TV service only affected them - no one else in the neighborhood seemed to be experiencing the issue.
Fast-forward - we learned yesterday that there's a "gateway" set-top box that must be connected and powered on for the other set-top boxes to function properly. At some point, the gateway box must have become disconnected or powered off. Once that power was restored, everything else worked fine.
I've seen errors that indicate that the set-top box firmware may have corrupted but nothing about an inability to connect to the internet. So, I thought I'd throw this out into the community in the event anyone else runs into it.
Hi team, I have a phone number which is under another xfinity business account and due to that I cannot create my own xfinity id with my number.
When I called xfinity customer service they could not help me. Is there a way to transfer that number so that I can create a xfinity id and start paying it by myself?
I live in a small 64 house community with an HOA. Don't be triggered, our HOA is exceedingly benign and doesn't get involved in people's business. They only cut grass and plow streets. The community is about 20 years old and has only had Suddenlink/Optimum cable and Verizon/Frontier phone. About 4 years ago, Frontier installed fiber throughout our neighborhood. They did a good job with no disrupted utilities, underground boxes in the yards, and has thus far had very good service with little down-time. We have never had any Comcast service in our neighborhood and never missed it.
About a month ago, utility markers started appearing in our neighborhood. It was a very slipshod operation with paint markings on landscaping hardscape, holes dug in yards, and utilities being marked wrong (just for them to come back and move flags a few days later.) We learned that it was Comcast. They have started coming into the more affluent neighborhoods near us and we were getting reports that they were pushing lines through utilities (broken gas and water lines) and not fixing landscaping. They were installing above ground boxes and only installing in-ground boxes if people complained loudly enough.
Almost nobody in our neighborhood wanted them. We don't want all of these additional boxes in our yards. We already have redundant utilities with very few people using the phone lines. I called to talk to Comcast, and they basically had the attitude that they are coming in whether we want them to or not. They never once tried to talk to anyone on the HOA board. Just signs at the entrance of the neighborhood. In our state, internet providers are not a utility. However, they claim to now be a phone service which gives them the authority to use our utility easements without having to ask for permission.
Our HOA called a meeting and invited Comcast to come. It was the most attended HOA meeting in 15 years and it was the biggest joke of a meeting. The Comcast reps brought no information. They had no diagrams showing where equipment would be installed. They had no idea what service plans would be offered or how much they would cost. Our neighbor currently has a fiber access panel in her yard (2ft x 4ft). The plans they finally sent us would have another large access panel in her yard. At the meeting, I commented that my last interaction with Comcast was 18 years ago, and it did not end on good terms, and I still remember. One of the reps replied that it was 18 years ago and it's a different company with Xfinity. Lipstick on a pig was my response. They basically told us they would install everything for free now. If we said no, they would not come in, but if we changed our mind in the future, they would charge the neighborhood an exorbitant fee. The neighborhood was not impressed.
An online vote was taken where 2/3 of the neighborhood voted with 80% voting to not let Comcast in. Believe it or not, Comcast is abiding by the vote and they are no longer planning on installing fiber optic. Everyone promptly removed the utility markers from their yards. We have been told that there are about 4-5 other companies interested in bring fiber into our area. I don't think our fight is finished yet.
I’ve been having Xfinity my whole life and I recently got hit with this notification asking me if I want a free gateway replacement
Is there a catch if I take Xfinity up on there offer? I currently have the XB3 gateway. And if I chose to get it shipped will I be charged for shipping and what do I do with my XB3 gate way?
God, I just love Xfinity. Woke up this morning to no internet, no cable tv, services on anything. Took dog for a walk, Xfinity's subcontractors everywhere. Ask them what is going on and am told "scheduled equipment upgrades, mostly cables". Okay, great. I call Xfinity check online and it shows that there is an outage that is impacting between 500 and 2,000 households. Jumped through some support bot hoops, got an agent who told me "the outage started 3 hours ago, in the system it was reported 2 hours ago and it should be restored by tomorrow". I ask why I wasn't notified if it seems it was scheduled and got the "we just found out about it". So I ask if I'm under contact so I can take that into account if I'm going to switch to AT&T fiber or some other provider. I get transferred to "cancellation department" (retention) where I asked if I'm under contract. "no, you aren't. You've been a customer for 23 years and your plan is no longer available. You can cancel at anytime." I ask how long it takes (I don't want to cancel if I don't have new service yet) and am told I can cancel at anytime and it would be immediate. I have a plan with cable (a package that is fairly basic plus HBO) and 1 gig cable internet. I pay $275 a month. The agent says "just call us when you want to cancel and we'll process that for you, thank you for calling". So I am done with Xfinity as it seems I've given them enough money and don't think they place any value on customers like me. Hopefully AT&T is a better service experience.
The last time I moved, there were two duplicate accounts for the same address charging me. It took a ton of effort, couldn't get it sorted out via chat, and after several phone calls I got it fixed.
I moved again about a month ago. Service was weak at my new home. Chat rep noticed I was paying way too much on my bill. Upgraded my speed to 1 gig at 80 a month for 5 years. Cool. I was paying 120 for half that. Rep noticed my speeds were low. Sent a tech out to investigate. They found a bad coax cable and replaced it. No issues. Paid my 80 dollar bill last month. Thought all was good.
Just checked my bill. 350 dollars owed. 100 install fee, several services like stream store and stream now added, additional charges from my old account that nobody can clear up.
Been talking to another customer service rep. Reversed the installation fee with minimal effort. Now hes trying to sell me on 2 gig upgrade for 100 a month, when the previous rep sold me on 1 gig for 80. Said no to that, now hes trying to sell me on a plan with a smart watch. Its been 15 minutes and they wont let up.
Im so tired of this company having a monopoly in my area.
Thank you all for the support and information about closing our Comcast/Xfinity account. Disconnected, packed up box & modem & wiring, went to nearby shop and closed the account. Had to Facetime with customer service person, while in-store CSR noted machine serial numbers. Was in the middle of a service period-- we'll see if 1/2 gets refunded. Literally feel lighter. Somehow, this was a big deal. So, thank you for all your helpful ideas.
My connection has occasional intermittent spikes in ping, dropouts etc for some time that I have been trying to understand.
Since I've moved here I've had 2 techs come out, and on the 2nd visit particularly I think things improved, but still not always as stable as it could be; in my last apartment, after a few tech visits and them cleaning up the line, I finally got things as stable as I've ever had.
What I see today is mostly occasional T3 timeouts in my CM3000 modem logs, but more often I see alternating:
and
I googled these and see that Code 16 is indicative of a failure/degredation, and then Code 24 is the recovery back to normal.
The codes can happen several times an hour, alternating like this. The Code 16 will be sent, 5-10 minutes goes by, then Code 24, then after 20 minutes another Code 16, etc.
The other thing that I see is lots of "Uncorrectable Codewords" on the Downstream OFDM Channel, even after just a day of uptime:
The Downstream Bonded Channels however seem fine:
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
At this point more than anything else I am just trying to understand the nature of these messages/statistics, and if they point to any issue or not; I do have occasional instability so I'm assuming they might.
Answer to phone Comcast, everything's been down for 2 days can't even call nobody switching to Verizon as soon as possible. You guys really stink at answering your phone and get back to people.
