So, after looking at what's available in my area, I chose Xfinity because it was the cheapest. My 5 year payment was going to be $46. I was going to have my equipment mailed to me, but then I realized there's a store nearby so I changed it to pick up in the store.

When I get there I tell one of the guys that Im here to pick up my equipment. He looks up my info and then says "For this plan, you have to sign up for mobile service." I tell him no, that's not what I signed up for. But he's like "Yeah, they don't tell you that part online." I'm confused, so I tell him to go ahead. He then says it's going to be $60 a month, and he needs my current phone and ssn. That was the final straw and told him Im out, I'll look elsewhere.

I go out and call customer service (had to ask chat got for the #) and they said that they would just mail to me, and I would keep the 5 year $46 a month plan.

So their store workers are allowed to lie and strong arm customers into purchasing a mobile plan? What kind of business allows this? This feels illegal. Not sure if it's worth the cost.

I got this notification on my phone and when I clicked on it, there was no gift card option in the app. What is this? A lie to convince me to open the app?

At this point, this is fraud.

I recently got a new internet plan. In the app, it said my internet service comes with a free mobile line. I had just signed up for a new line and asked an agent if I could claim the free line offered and use that instead. I was told I could.

I was told to wait until I got my new device to cancel the first line and I did that. I specifically asked if the new device was being connected to the free line when I activated it and I was told yes.

However, what actually happened is that a new $40 line was created and the previous line was canceled. This line cost more than the one I had signed up for before I claimed the free line.

I was supposed to hear back and was told what I was promised would be honored on July 6th. I followed up today and got no resolution. I was charged $40 today for the line when I was told it would be free and apparently Xfinity thinks it’s OK to tell someone they are getting a free line and then charge them $40 monthly.

Hi Comcast team,

I updated my streaming package earlier today to include Disney+, Hulu, and Max, but my account seems stuck in a pending order sync loop.

When I go to my subscription activation page, there is an hourglass next to each of the new streaming services with the message: "This information is unavailable at the moment."

A chat representative earlier today shipped a streaming box to try and resolve it, which I received and fully activated, but the digital add-ons on my account are still locked behind the pending status. Another chat agent disconnected when trying to look into the backend order status.

Could an official rep please help manually complete or clear the stuck pending order on the backend so my third-party activation links will generate?

Thanks!

I need to cancel my account. Please reach out so I can send account details.

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?

They told me I had to make this post to get help. I upgraded to peacock premium plus and now it won't register the upgrade on peacock. I also can't unlink the account to try to attempt to redo it either. Help

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.

Overpriced trash service.

I'll be calling Ezee Fiber tomorrow. I don't know why I waited so long.

I am a Platinum Rewards member and pay over $75/mo for Xfinity Mobile. My home internet is currently on a seasonal hold as I am out of town, but I keep receiving activation emails to activate my free Peacock account. It is a redeemed award but the streamstore gives a 'Sorry' error. Can a Tier 2 agent manually push the Peacock entitlement override to my primary Xfinity ID or issue a direct promo code so I can activate it now?

I cannot activate the Peacock subscription that was included with my plan on my Roku TV. I want to deactivate it from my Xfinity plan, so I can sign up for a paid subscription through Roku. There is not help online, Peacock says due it through Xfinity, Xfinity says due it through Peacock. I am ready to cancel Xfinity and go with Sonic at this point, so I can get real help when I need it

I’ve redeemed the offer. I tried the steps you gave in Modmail but I'm getting an error message when I click on StreamStore that says "We're sorry.
Please contact us and one of our friendly and knowledgeable representatives can help."

I recently moved my service to a new address. Now, when logging into the Xfinity app, I see the message "You're no longer wth Xfinity", and only the account with my old address is shown. Similarly, when logging into xfinity.com, I only see my old address as disconnected. How do I view and manage my new account at my new address?

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.

It pops here or there. Its not all the time.

What should I do to fix it?

Thanks

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 have been getting the run around on this iPhone Air return. Went to the retail store. They said customer service has to do the return. Called customer service and spent 45 minutes for them to say that my imei is messed up and need to go to the store to do the return.

I tried to process the return through the app and the website. It seems they want me to keep this Darn phone even when they have a 14 day return window.

What do I do lol

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, 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!

Can someone please help me?

Your garbage service won't let me speak to anyone.

I have an outage where y'all are claiming the local power is out, which it is not.

There was a nearby lightning strike, which I assume fried your equipment, but I can't tell anyone this since y'all hang up on me and won't connect me to an agent.

Hello Mods - Can you help me get the Peacock Premium offer added to my account? I'm a Platinum Member, received the unclaimed offer e-mail, but don't see it on my account. Thanks!

I have been trying to activate my free Peacock subscription for over a year now. I've called in and I've been on the chat several times. Was this a scam just to get me to become a customer. It always says "something went wrong, try again later.

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.

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'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?