Hey there, @user_330ed9, thanks for reaching out through Xfinity Forums regarding your account. We would be happy to submit your feedback and turn your Xfinity experience around. Can you please send us a Direct Message with your full name and your full address to start?
Would also love to know, we've been dealing with the same issue for months. Can't get an answer out of anyone, I've been lied to and passed around so many times.
If it makes you feel any better, I finally got a partial resolution after months. Still waiting on the second half that was "going to be in my inbox later today"
Extremely Frustrating Experience with Xfinity – Unfulfilled $500 Gift Card Promise and Internet Performance Issues
I am writing this out of sheer frustration with the ongoing and unresolved issues I have been facing as a customer.
1. $500 Promotional Prepaid Card – Not Received: When I signed up for Xfinity services, I was promised a $500 promotional prepaid card as part of the buyout offer. I was explicitly told by your store representatives that it would arrive within 90 days. It has now been well over that timeframe and I have yet to receive anything. I have spent countless hours—literally hundreds—following up with customer care and in-store agents, only to be passed around with conflicting and inaccurate information every single time. No one seems to have a clear answer or the willingness to take responsibility.
2. Internet Performance Issues: On top of that, the internet signal in my home has been extremely weak and unreliable. It has been affecting my daily phone calls and basic connectivity for smart devices. Even my garage door fails to connect due to poor signal strength, which is unacceptable in 2025.
This experience has been nothing short of a disaster. I feel like I’ve been misled, ignored, and taken for granted as a customer. I am completely exhausted trying to get what I was promised and having to tolerate service that does not meet even the most basic expectations.
I will be sharing this experience publicly on Twitter and other platforms so that others are aware and so that, hopefully, someone at Xfinity takes this seriously enough to resolve it once and for all.
Please escalate this immediately and respond with a resolution.
Hey there, @user_6crsbe, thanks for reaching out through Xfinity Forums regarding your connection and recent customer service experience. We would love to get to the bottom of this issue with you and help with troubleshooting your connection.
To send a "Direct Message" to Xfinity Support: Click "Sign In" if necessary Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging Click the "New message" (pencil and paper) icon The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there - As you are typing a drop-down list appears. Select "Xfinity Support" from that list - An "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Hello, @user_opuiw2 thank you for reaching out over Xfinity Forums. With you being new to the forums I understand you may not be familiar with how the process works. This is a community gathering space for other community members to help each other, so there may be delays from an employee response. To get faster assistance it is helpful to create your own post on the appropriate board, our guidelines are great to review: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c
Sorry to hear of the ongoing issue with prepaid card, and working from home myself I relay on my home network to be performing correctly. I'd be frustrated as well if I was in your shoes, and want to look into both of the concerns further. I appreciate all the information you have provided, it is helpful and when you have time have a few questions:
- With the internet connectivity issues, are you losing full connectivity to the modem or only WiFi? - During times you've had service issues have you checked the Xfinity App or Status Center:
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I don’t get the range when I am in kitchen and the smart garage door opener also doesn’t pick the range which is a serious concern now. Everything was going well when I first started Xfinity’s line but since last 2 months I haven’t seen a service that is worth paying for. I need a full refund of last 2 months for the poor quality of internet and the issues it has created with my work life. Don’t just keep playing ping pong on these forums, act fast when you know the customer is in pain.
I would like to file a formal complaint dating back to May 8th and it's now officially two months later still nothing and still no one is really listening to me I want Tom the CEO from corporate to call me or I am going to start the suing process
Hi @user_6xc0lq , thank you for taking the time to create an official post. We are a corporate headquarters escalation team and can address the issues that you are having. As we are halfway through summer we surely do not want you to still have worries stemming from the spring. I will gladly listen to you and work to rectify things in any way possible. In order to get started, please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" to Xfinity Support: Click "Sign In" if necessary Click the "Direct Messaging" icon Click the "New message" (pencil and paper) icon The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there - As you are typing a drop-down list appears. Select "Xfinity Support" from that list - An "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I am a senior in Margate New Jersey. I called comcast to disconnect my cherry hill NJ address because I was moving to my shore house in Margate City. The rep offered me a plan which was ten dollars cheaper and gave more channels called Now. I asked the rep if I can get local channels 3 ,6 and ten . The rep said yes. which I was lied to and didnt get any o the channels > I called back and spoke to rep D_W Renz and he offered the old plan for 154 dollars instead of the 121.00 I was paying before. Comcast lied and took advantage of a senior to make more money on me . If there was another service I would change but I am stuck. I am going to put a complain to the FCC and action news for bait switching and taking advantage of a senior
Good evening @user_wkoib3, and thank you for taking the time to report your issue to us. I'd like to review your account, and help you find a resolution. If you could send our team a direct message with your full name and full address, we can get started.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I am reaching out to formally report an issue I experienced with one of your customer care representatives George Rep #K6Y,
On 9/10/25 @ 10:30am, I contacted Xfinity customer support regarding a follow up with billing.
Unfortunately, the representative I spoke with was unprofessional, dismissive, provided incorrect information, unwilling to assist, and spoke in a disrespectful manner. This was both disappointing and frustrating, as I rely on Xfinity for my services and expect a standard of professionalism when contacting support.
I would like this matter investigated and addressed appropriately. Please confirm that my complaint has been documented and let me know what actions will be taken.
Thanks for reaching out to us, we do apologize for any inconvenience you're having. I'll be happy to look further into this and make sure proper employee feedback is submitted. To get started send me a direct message including your first and last name and your complete service address
Here's the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
how do i file a complaint? charged $280 this month for a $43 a month service. tried assitnant. it said call a number. Bot said cant handle calls use assistant. finally got a call back. explained over charges. they hung up. surprise my internet is now [Edited: "Language"]. filing a complaint with FCC and moving to at and t.
I would also like to file a complaint in regards to the extreme difficulty I have faced with transferring my services to my new home,having multiple agents claim to update my current address and being lied to about a free Peacock subscription.
Hey there user_rqmem5, thanks for reaching out through our community forums! Moving is already stressful enough, so I apologize that we weren't able to make that transfer go through smoothly. We can take a look at the account to make sure the transfer went through correctly and also look into that free Peacock subscription. Many of our new plans do include Peacock Premium at no extra charge, so there might just be some extra steps we'll need to take to get it working. Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
This entire experience has been nothing short of a scam and an outright disgrace. I was promised a $500 prepaid card when I switched to Xfinity, with the assurance that it would arrive within 2 billing cycles. I am now in my 5th billing cycle, and still NOTHING has arrived.
To make matters worse, your own store manager provided me with a printed confirmation stating I would receive the prepaid card on September 5th — yet that date has long passed and I have received nothing. This is absolutely unacceptable and feels like Xfinity is deliberately fooling customers with false promises just to trap them into switching.
This is not just frustrating — it is misleading, dishonest, and a blatant breach of trust. If I do not get an immediate resolution and a clear confirmation of when I will receive what was promised, I will escalate this matter publicly across social media, consumer forums, and regulatory channels to expose how Xfinity is scamming its customers.
I have been with Xfinity for 15 years and I have to leave because my HOA now provides Internet and cable in my community and I already paid for it. I tried to cancel my account a few times with being on hold for periods of half an hour to over an hour at times and finally they told me they would cancel but prorated me and I would receive a $65.32 refund. I did not get a refund but a bill in the mail for a $220 termination fee and called and spoke to a representative who says she cannot help me and that I changed my plan. I never changed my plan and had this been mentioned by the representative when I called to find out what service I was getting for Internet should’ve told me that there are early termination fees and did not. My recommendation for anybody who is approached by Xfinity or a Comcast representative is to run because they will take every nickel out of your pocket no matter what even if you’ve been a loyal customer paying every bill on time or not.
Termination fees should apply for contract service time and should not on any plan or suggested plan offered by a representative Xfinity because a customer wants to review their plan and make sure that they are receiving the best internet service since they are working from home after COVID.
user_h04tui I'm sorry to hear about your experience a nd our team can help to review the billing. Please send our team a DM through the provided steps above to get started.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
After over an hour on the phone with reps, Eve, Mia, Siddhand and managers Alex and Emil - and them hanging up on me - I was finally given an appointment time for a tech premise visit of 2-4pm. At 3:30 I get a call he's running late - do I need to reschedule? I respond yes. I leave my home , the tech calls at 3:55pm from my home and I need to reschedule. If I stayed I would have been there - now I have to wait again... the tech never got the message to reschedule. The call center is horribly managed!
Hi user_9qo7z7! Thanks for reaching out on our Xfinity Forum. We appreciate you being a customer with us, and please know my team is here to support you. I'm sorry to hear about the inconvenience you experienced with the tech appointment, and we apologize for any frustration this may have caused.
Just to confirm first, were you able to get the appointment successfully rescheduled?
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I'd definitely like to look into not receiving the verification codes, and sounds like this may be related to your Xfinity Mobile line, is that correct?
Are the verification codes you're attempting to receive from Xfinity or other companies?
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Verification codes from all companies. Also now my comcast mail is only working some of the time. I would like a supervisor to call me today. Give me a reason not to switch back to verizon. This is the worst experience I have ever had with cell service.
rsbo19 I sincerely apologize that you've been unable to receive crucial verification codes and are experiencing unreliable Comcast email service. Dealing with this for two weeks is fustrating, and I understand why you're considering switching back to Verizon. We are committed to resolving this and earning back your confidence. As a member of the Corporate Digital Care team I can help troubleshoot both these concerns.
Here is the possiblie fix to the missing vericiation codes as your line may be unintentionally blocking automated messages from companies (known as "short codes"). To fix this, you need to manually initiate the message stream:
Identify the Source: Find the 5- or 6-digit short code (e.g., 22395 or 88888) that you expect the verification text from.
Text "START": Open your phone's messaging app and text the word "START" to that specific short code number.
This action confirms that your phone is ready to receive messages from that service and often resolves the block. If you are still unable to receive codes after trying this, please let us know so we can continue to troubleshoot this with you.
As for your email, what sor of issue are you having? Are you getting an error message when sending an email or having an issue seeing emails when logging into your email account at Xfinity.com?
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
XfinityJeniece
Official Employee
•
3.5K Messages
4 months ago
Hey there, @user_330ed9, thanks for reaching out through Xfinity Forums regarding your account. We would be happy to submit your feedback and turn your Xfinity experience around. Can you please send us a Direct Message with your full name and your full address to start?
1
0
user_pwjz56
4 Messages
4 months ago
Would also love to know, we've been dealing with the same issue for months. Can't get an answer out of anyone, I've been lied to and passed around so many times.
2
user_opuiw2
Visitor
•
7 Messages
3 months ago
Extremely Frustrating Experience with Xfinity – Unfulfilled $500 Gift Card Promise and Internet Performance Issues
I am writing this out of sheer frustration with the ongoing and unresolved issues I have been facing as a customer.
1. $500 Promotional Prepaid Card – Not Received:
When I signed up for Xfinity services, I was promised a $500 promotional prepaid card as part of the buyout offer. I was explicitly told by your store representatives that it would arrive within 90 days. It has now been well over that timeframe and I have yet to receive anything. I have spent countless hours—literally hundreds—following up with customer care and in-store agents, only to be passed around with conflicting and inaccurate information every single time. No one seems to have a clear answer or the willingness to take responsibility.
2. Internet Performance Issues:
On top of that, the internet signal in my home has been extremely weak and unreliable. It has been affecting my daily phone calls and basic connectivity for smart devices. Even my garage door fails to connect due to poor signal strength, which is unacceptable in 2025.
This experience has been nothing short of a disaster. I feel like I’ve been misled, ignored, and taken for granted as a customer. I am completely exhausted trying to get what I was promised and having to tolerate service that does not meet even the most basic expectations.
I will be sharing this experience publicly on Twitter and other platforms so that others are aware and so that, hopefully, someone at Xfinity takes this seriously enough to resolve it once and for all.
Please escalate this immediately and respond with a resolution.
9
0
user_6xc0lq
Visitor
•
1 Message
3 months ago
I would like to file a formal complaint dating back to May 8th and it's now officially two months later still nothing and still no one is really listening to me I want Tom the CEO from corporate to call me or I am going to start the suing process
(edited)
1
0
user_wkoib3
Visitor
•
1 Message
3 months ago
I am a senior in Margate New Jersey. I called comcast to disconnect my cherry hill NJ address because I was moving to my shore house in Margate City. The rep offered me a plan which was ten dollars cheaper and gave more channels called Now. I asked the rep if I can get local channels 3 ,6 and ten . The rep said yes. which I was lied to and didnt get any o the channels > I called back and spoke to rep D_W Renz and he offered the old plan for 154 dollars instead of the 121.00 I was paying before. Comcast lied and took advantage of a senior to make more money on me . If there was another service I would change but I am stuck. I am going to put a complain to the FCC and action news for bait switching and taking advantage of a senior
1
0
user_tsnmfw
Visitor
•
2 Messages
2 months ago
How do I file a complaint regarding a door to door salesperson putting residents in serious danger?
(edited)
0
0
user_e8sqvq
Visitor
•
1 Message
2 months ago
Hello,
I am reaching out to formally report an issue I experienced with one of your customer care representatives George Rep #K6Y,
On 9/10/25 @ 10:30am, I contacted Xfinity customer support regarding a follow up with billing.
Unfortunately, the representative I spoke with was unprofessional, dismissive, provided incorrect information, unwilling to assist, and spoke in a disrespectful manner. This was both disappointing and frustrating, as I rely on Xfinity for my services and expect a standard of professionalism when contacting support.
I would like this matter investigated and addressed appropriately. Please confirm that my complaint has been documented and let me know what actions will be taken.
Thank you for your attention to this matter.
(edited)
1
0
user_bnm2p5
Visitor
•
2 Messages
1 month ago
how do i file a complaint? charged $280 this month for a $43 a month service. tried assitnant. it said call a number. Bot said cant handle calls use assistant. finally got a call back. explained over charges. they hung up. surprise my internet is now [Edited: "Language"]. filing a complaint with FCC and moving to at and t.
(edited)
0
0
user_rqmem5
Visitor
•
1 Message
1 month ago
I would also like to file a complaint in regards to the extreme difficulty I have faced with transferring my services to my new home,having multiple agents claim to update my current address and being lied to about a free Peacock subscription.
1
0
user_opuiw2
Visitor
•
7 Messages
1 month ago
@Xfinity Support
This entire experience has been nothing short of a scam and an outright disgrace. I was promised a $500 prepaid card when I switched to Xfinity, with the assurance that it would arrive within 2 billing cycles. I am now in my 5th billing cycle, and still NOTHING has arrived.
To make matters worse, your own store manager provided me with a printed confirmation stating I would receive the prepaid card on September 5th — yet that date has long passed and I have received nothing. This is absolutely unacceptable and feels like Xfinity is deliberately fooling customers with false promises just to trap them into switching.
This is not just frustrating — it is misleading, dishonest, and a blatant breach of trust. If I do not get an immediate resolution and a clear confirmation of when I will receive what was promised, I will escalate this matter publicly across social media, consumer forums, and regulatory channels to expose how Xfinity is scamming its customers.
I expect urgent action — not excuses.
1
user_h04tui
Visitor
•
2 Messages
21 days ago
I have been with Xfinity for 15 years and I have to leave because my HOA now provides Internet and cable in my community and I already paid for it. I tried to cancel my account a few times with being on hold for periods of half an hour to over an hour at times and finally they told me they would cancel but prorated me and I would receive a $65.32 refund. I did not get a refund but a bill in the mail for a $220 termination fee and called and spoke to a representative who says she cannot help me and that I changed my plan. I never changed my plan and had this been mentioned by the representative when I called to find out what service I was getting for Internet should’ve told me that there are early termination fees and did not. My recommendation for anybody who is approached by Xfinity or a Comcast representative is to run because they will take every nickel out of your pocket no matter what even if you’ve been a loyal customer paying every bill on time or not.
2
0
user_9qo7z7
Visitor
•
1 Message
4 days ago
After over an hour on the phone with reps, Eve, Mia, Siddhand and managers Alex and Emil - and them hanging up on me - I was finally given an appointment time for a tech premise visit of 2-4pm. At 3:30 I get a call he's running late - do I need to reschedule? I respond yes. I leave my home , the tech calls at 3:55pm from my home and I need to reschedule. If I stayed I would have been there - now I have to wait again... the tech never got the message to reschedule. The call center is horribly managed!
1
0
rsbo19
Visitor
•
5 Messages
2 days ago
I would like to file a complaint against Xfinity Mobile
4
0