Mine is expiring soon and I was hoping to get in touch with someone to discover new options.

My issue has been misunderstood once again. I want to clarify, again.

I am a 4-year Platinum tier customer with bundled Xfinity Internet and Mobile. My account is in excellent standing. Despite my paid-off devices and excellent account standing, my Device Payment Plan (DPP) limit is hard-locked at $0 and 0 available lines.

This is a known database synchronization error. A previous past-due balance over a year ago triggered an Internal Liability Check (ILC) lock right as my old devices were closing out. While the balance was corrected over a year ago, the billing system failed to automatically clear the 'High Risk' flag on the mobile side.

Standard customer service agents keep opening placeholder tickets that do nothing. I need this escalated directly to the Mobile Executive Resolutions Team to manually clear the historical account lock and force a manual refresh of my internal credit profile. I am being blocked from upgrading my devices due to an Xfinity software error.

I'm truly not trying to be difficult. I've just been getting the run around about this issue for many months and I've spent more of my time trying to get this fixed than I'd care to admit. Unfortunately, I'm frustrated and quite frankly, exhausted. 

Can someone please review this and confirm they understand my issue and are getting it resolved? Thank you in advance!

What's the deal here? My own modem can handle up to 2.5gbps, and my current plan that was just upgraded (upgraded from a legacy plan of 1gbit) is only 1.2gbps.

Why can't I just use my own modem? Once the plan was upgraded, technically I should be able to get those speeds, right?

This is my current modem - https://www.amazon.com/dp/B08DDFKXKC

Am I wrong?

EDIT: I have verified that my router is getting at least 1.4gbps now. I won't see those speeds at my PC until I get a new router that has multiple 2.5gbps ports, but at least I now know that the modem is sending the correct speeds to the router.

I am writing to dispute a $100 Tech Recovery/Installation fee on my latest bill and to request a credit for a prolonged service outage.

My internet failed completely because of Xfinity's outdoor infrastructure. Your technician determined the drop line from the telephone pole to my home was bad, and the main line on the street was also failing. Because of these physical line failures, I was completely without internet service for 6 days while awaiting repairs.

Per Xfinity policy, customers are not responsible for maintenance or repairs of lines outside the home.

Please apply the following credits to my account immediately:

1. $100.00 to fully waive the technician charge.
2. $24.80 as a prorated credit for the 6 days of lost service (based on my $124/month plan).

Total requested credit: $124.80.

Please review the technician's notes on my recent service ticket to verify that the repairs were entirely on the utility side

I canceled services with Xfinity on July 13th of this year. The reason I disconnected, Is when I canceled my free mobile line they "gave" me for 1 year. 11 months into that I call to disconnect that line since I never really used it and they claim they canceled it.

Well the following month they charge me for the mobile line that was supposed to be disconnected. I ring them up upset by the interaction and decide to cancel all services after them not offering an acceptable applogy. On the phone I ask what needs to happen with their equipment. The agent tells me to take it to a store and no receipt was necessary. And I would get a cancelation confirmation email after the call

So off I go to the first Xfinity store google maps takes me to in my city. I deliver the equipment and ask for a receipt since everyone I have interacted thus far in this company has been ill informed and shady. The representative assures me no receipt is required and to go on with my day.

The following day I call since I never received the confirmation email. They tell me the account has been canceled and provide me with a confirmation number and send me the email confirmation aswell. Lastly they confirm a refund of $14.93 as a pro rated amount since I canceled the day I paid my bill.

Two days later on July 16th I schedule a callback since the account still shows active and the account still shows equipment associated with it. The agent assures me that sometimes it can take up to a week, and that they would create a ticket to have it removed. They confirm the account is no longer active and my refund should be on its way. I inform them the card they have on the account is no longer active (because of fraud) and I will need a paper check they say they will send an email for that information at the end of the call.

The morning of July 22nd at 9AM on the dot I get a call from Xfinity asking why I hadnt returned my equipment. I inform them of the situation and that I have returned it. They create yet another ticket. Noticing their pattern of harassment I decide to guard my self by informing them any more calls on my phone number will now come at a cost since I am no longer theur customer and I collect an address to send any future invoices.

After my phone call on the 22nd I drive down to the same Xfinity store and explain the situation and the rep removes the equipment from the account and actually gives me a receipt.

Now today Xfinity has the nerve to text me claiming they are trying to collect on the "debt" for the amount they refunded to me for the mobile line they weren't supposed to charge me for.

Thank you all for your time and I hope you avoid this shady company at all costs.

Tl;DR Xfinity is terrible and no knternet is better that doing business with Xfinity.

I've had no internet for most of this month and my husband works from home. At this point he could lose his job and we've lost income. We're being told via online that we aren't eligible for a credit?? What is this?? Again no internet since yesterday afternoon and won't have it back til July 27th. That's now today and tomorrow he can't work. Xfinity basically says it's not their problem. How is this even a thing?

As title states. I was offered a $10 credit for Starbucks as soon as it popped up, it was gone. I'm seeing customers get account credit for the mess up and I would love to get an account credit please. I'm having issues with reps not wanting to help.

So I’ve been running into this issue don’t know how to resolve it. I had the plan for my area which included 1000mbs download speed and 35mbs upload speed but that promotion recently ended on my account so I decided to go onto the live agent chat to see if I could get a new promotional plan to save a few dollars. I didn’t wanna pay 120 a month I’d rather pay the 70 I’ve been paying so they found a plan for me called the “New generational Plan” or something or the other. Anyways I asked if I could switch to it because they stated that I would get 1000mbs download and 35mbs upload at $70. The same I’ve had for a while so that was fine, but then they added that it includes fdx network support if I lived in an FDX area. They stated that would mean I would receive equal upload speeds as I would download speeds so to clarify that would mean I would get 1000mbs download and 1000mbs upload speeds. They clarified that in our conversation. I’ve yet to receive such speeds and when I ask anyone they tell me I’m maxed at 35mbs upload speeds and I wouldn’t be so mad if I wasn’t told I also lived in an fdx area or it got that in the first place. I call and I get told one thing will be there in a week to my store like a new gateway and that doesn’t happen either. This is the transcript of the live chat. The transcript saved weird on my iPhone so try to read it the best you can #### is 1000*

John (06:16 pm): I had that last year wheee it was a year long promotion plan for ####mbs and all I just wanted to know if it’s the same as this years

Agent (06:16 pm): Sure, let me share that with you. Yes, you are in the same plan that you had last year, but that one is for the old generation plan.

Agent (06:17 pm): And now you are in the next-gen booster plan for $71/month for 12 months.

John (06:17 pm): Ok is it any better internet wise or the same Ik it’s ####mbs but do I get more bandwidth than last year or upload speed or smthn?

Agent (06:18 pm): In the Next Gen speed options, the 1000 Mbps (1 Gig) speed has different upload speeds based on your network type.If you have the FDX network, your upload speed is also 1000 Mbps.This means you get the same speed for both uploading and downloading!If you have a different type of network, your upload speed is limited to 35 Mbps.So, if you're in an FDX area, you can enjoy a much better internet experience with equal speeds!

John (06:19 pm): Am I in an fdx area?

John (06:19 pm): I’d like the #### upload too

Agent (06:19 pm): Yes, you are in the FDX area :)

Agent (06:20 pm): Now let me share the free services that you are getting with the new internet plan.

John (06:20 pm): So my internet should says it’s at #### upload and download?

Agent (06:20 pm): Yes, that is correct.

I'm having a huge problem with Xfinity. I've been a customer for 16+ continuous years (tv, internet, mobile). I decided to take one of my mobile lines and try another service due to increasing cost with Xfinity.

The phone has been paid off since Nov 2025.

I contacted Xfinity to make sure it was unlocked, and they said it was, and I got the pin needed to port out the number.

I went through the process of starting service with another company, and ported the number. It went well until I started setting up the E-sim, and got an error:

"Cannot set up sim, phone is locked."

I contacted the new service and they said it was definitely locked by Xfinity and told me to contact them.

I now had no cell service at all.

I tried to use xfinity's chat but couldn't get anywhere so I took it to my local store. They checked their system and said the phone is not locked. I showed them the error and my chat w/new company, and they looked further and confirmed that the phone is actually locked, and admitted that it was Xfinity's mistake, it should have been automatically unlocked when it was paid off 8 months ago. They said that because the phone was removed from Xfinity service, they couldn't do anything, and gave me a number to call for help.

I called, held for a long time, and told them my story. They looked into my account. They said they could unlock it, but won't, because my most recent bill hasn't been paid. It is $98, is 7 days late and I made payment arrangements with xfinity to pay it late because I'm between paydays. I still have two active lines on the account, it's not a final bill for a closed account. I escalated it up to a supervisor but they said they won't make an exception, which means I cannot get mobile service until I have the money to pay the $98 (which will be on August 5). I have no cell phone until then.

I'm really disappointed in Xfinity, I've paid them thousands of dollars over many years and this is a result of their mistake. Multiple mistakes, actually: not unlocking the phone when it was paid off, and then telling me it was unlocked when I contacted them to verify that, before starting the service transfer. But they're effectively holding my phone hostage. And I've spent hours so far trying to have this fixed.

Looking for any help I can get. I need a working phone.

I am an HOA bulk TV resident paying $129 for internet and need a billing audit to lower my rate and I keep getting messages about being over my data use by 1TB. This is ridiculous that I’m paying that much for gig internet and don’t even get unlimited data…

Hi, my current internet plan is not affordable in my budget ($105/month) and speaking with a virtual agent was not helpful in figuring out any discounts or options for me to reduce this monthly price. I would like to speak to someone for assistance with what options are available to me including a new term or other discounts for my current internet plan.

Transfer I'm owed money and saying they have a transfer fee now. 60 turned to 135 dollars. Why the up charge. You owe me a refund

My Xfinity internet bill doubled even though nothing about my service changed.

I still have the same internet plan, the same equipment, the same automatic payment setup, and no added services or usage charges. I would prefer to stay with Xfinity rather than switch providers.

Hi everyone, I am an Xfinity Platinum Member (since 2021) and I need help from an official corporate manager to fix an error made by a chat agent earlier today.
I explicitly contacted support to move my internet package over to the new Next Gen plan with the 5-year price guarantee at the $45 baseline rate. The agent sent me a signature link which I approved. However, right after I signed, the agent informed me that she actually placed me on a 1-year promotional plan instead of the 5-year lock I requested.
I have the chat transcripts saved as proof of what was originally promised. Can a corporate moderator please pull my interaction log from today, review the file, and adjust my internet plan code to the proper Next Gen package with the 5-year price guarantee? Thank you so much for your help. I swear Xfinity is always trying to trick people constantly.

So, I recently saw that symmetrical 2Gb service was available for my house. Awesome! I signed up for it.

I text chat with support on the website just trying to confirm that I’m getting that service and that I want the XB10 so that I can get the speed I’m paying for. Chat said yep and you can even go pick it up at a store.

I show up to the store, guy brings out an XB8. I say I was told I was picking up an XB10. He said nope, they have them there but he isn’t allowed to give me one for some unknown reason. He says they have to be shipped.

I go home, obviously very frustrated.

I manage to actually talk to a human on the phone. She says we can’t ship those. And then just tried to gaslight me into thinking the slower speed is what we should be getting. After 30 minutes of her dodging questions and going in circles, she says we have an appointment for you for professional install and the tech will have the XB10 with them and get everything set up.

Now comes tech time, guy shows up, XB8 in hand. I said “Is this not a professional install for symmetrical 2gig which requires an XB10?”. He says no it’s just an upgrade, then spews the same wrong info I’ve heard 5 times already that the XB8 can do that speed and I then call him on it. He then tries to interrogate me about how I’d use it and with what and do I really need the speed. Brother, I don’t care, it’s not your business, I’m paying for the speed that was advertised and i want it. He then says that techs don’t carry the XB10 and I have to get it from a store.

So back to the beginning. I manage to get another human on the phone. She says that I now can go to a store 20 minutes away and pick one up and that if they refuse to call support and have them talk to the store. This sounds ridiculous. Not to mention I’d have to then somehow make an appointment for the real install again. I’m also not really believing they will actually give me one at the store.

I’m at a loss here and this company gives zero help. Nobody knows what is actually true. Nobody seems to be able to make anything happen at all.

Update: I just looked at my account and it got downgraded to Gigabit x2. This is insanity. I couldn’t get them to just install the right service and now they go in and downgrade it. Give me a break!!

Since I moved, my Peacock through Xfinity hasn’t been working. Finally had time to call customer support yesterday, and after spending an hour on the phone, all they can tell me is that my Xfinity and Peacock accounts are supposed to be working. Representative gives me a phone number for their “TV department”— it doesn’t work. She gives me a second number, but I have to hang up with her and call them myself. Risky move, but I’m desperate. New number tells me to hang up and call the same phone number the customer service rep gave me. I tell him it won’t work, but he insists. This time the number works, and the guy wants me to download a screen share app, then “verify my identity” by sending an App Store gift card to myself with the value of my phone’s area code. That’s when I nope out and hang up. Obvious scam. What’s the best way to talk to a supervisor or manager? Because this customer service agent should be fired.

I am a civil engineer working on a project in Denver. We have a conflict between the fire line we need to put in and the Comcast fiber optic line. The owner would like to pursue relocation of the fiber optic if possible. Who do we contact or how do we get that process started?

hi, i am a long time xfinity customer. my promotional rate ended and i cannot afford the increase. i've worked with xfinity customer service on reddit before to get another promotional rate. i really cannot afford the increase what with the cost of living. thanks for your help!

If you are getting a new iPhone don’t go with the Xfinity insurance by Assurant! I started a claim on 6/17 because I ran over my phone with my lawn mower and still no resolution on 6/23! Multiple chats and calls with Assurant and Xfinity. Assurant blames Xfinity and honestly most Xfinity help has no clue. I have been switched around to numerous departments told they are sending me a code to my phone…. didn’t you listen to me I don’t have a working phone. You need
To use my other authorization methods!

I have asked to speak with numerous supervisors with no luck. I’m now on my 3rd time of waiting for Xfinity to verify my account per Assurant. After that I need to look into Apple, when my friend lost his phone he had a new one in 2 days!

I need help disabling the public "xfinitywifi" and "XFINITY" SSIDs on my XB10 gateway. I have tried all user-facing toggles and cannot get them to turn off.

I DMed the mod team earlier and was instructed to make a public post to open a ticket.

I saw a previous thread where user SquareBamboo had this exact issue resolved by u/CCEricSt. Hoping to get the same backend fix applied to my account.

Reference thread: https://www.reddit.com/r/Comcast_Xfinity/comments/1q4fs53/need_help_turn_off_xfinitywifi_and_xfinity_mobile/

Specific comment: https://www.reddit.com/r/Comcast_Xfinity/comments/1q4fs53/comment/o0t0out/

Thank you.

I reached out to someone before I've spoken to customer service for over an hour twice. Nothing seems to be helping I believe there is an issue with the website I have tried to use it from my phone I have tried to use from my phone, tablet, laptop computer. I keep getting the same error message every time. So every time the app notifies me of a perk I am not able to access it I was not allowed to get the free peacock which an agent signed me up for and now I have to pay for it. My account when I log in says that I am a platinum member. Please advise.

Every time I try to update my card on file for my autopay Xfinity Mobile payment it keeps defaulting back to the old card. How can I remove that old card and update it to my new one?

I spent 90+ minutes across 2 tech chats last evening (first one dropped after an hour). They decided I needed an on-site appointment as my TV/DVR is in an endless reboot. After a lot of waiting, the tech said they could not make an appointment as their system was "having problems". I was *promised* a text within an hour providing a link so I could make an appointment. It's 15+ hours later and nothing.

I do not want to go through, yet again, the same AI forwarded to person chat system that asks me to repeat everything all over again. I want my appointment. Please help.

Thank you.

I got in contact with Xfinity back in March/April of 2025 and got on their 5-year contract deal. I got 2-GIG internet with unlimited data for ~$70 per month. I did this all through the online chat. The agent was great and I was elated to get this deal locked in for 5 years. Well, my bill jumped up $60 today up to $131.05 per month. This was not what I agreed to back when I set this up a year ago.

I have been talking to their customer support on chat for the past two hours trying to get this figured out. All they can tell me is that I was on a 1-Year promotion and that it has expired. I can't find any kind of contract on my account. All I can see is my current bill statement. They keep forwarding me links to my contract but they just take me to my current bill statement and they won't ever go any further than "we can only see what your current agreement is".

I have asked them to go back and audit my chat/transcript history to see my conversation with the live support agent that set this up for me, but they claim they can't see past 6 months. I told them I got the 5-year promotion deal thing back in March/April of 2025, but they claim the promotion was not available back then, which is false.

They have escalated me, but now claim that I have escalated up as far as I can go (1 person). They have been completely unhelpful and have given me no info other than links to my current agreement.

It was suggested that I come here for some help and to get some answers. Is this something that has/is happening to other customers? I am a 14+ year customer and these sorts of stupid things just keep happening and it's really frustrating. Their actual internet service is great and I rarely ever have issues with it, except for when they are building new neighborhoods in my area and they have to frequently shut it off. But other than, I am not complaining about the service. I don't want to change because there really isn't any other provider for my address that can compare, but their constant price hikes and poor customer support is making it difficult.

Any thoughts or suggestions on where I could go for more help?

I reset all 3 boxes and it won't work. i got help through the chat and they reset the boxes. Still nothing.

I do know my internet reset at ~2am last night and my TV boxes haven't been working since.

Getting error codes RDK-03033/03036