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I need to provision my ONT for a personal router
Much like others I have seen some posts about being able to connect directly to the ONT without needing to use the XER10 gateway. I have already tried to speak with support chat and they keep saying it is not possible. If it is possible can someone please help me?
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Customer Service
Need help escalating a billing dispute — charges continued three years after account cancellation
I need help escalating a billing dispute involving a disconnected Xfinity account. Xfinity’s cancellation documentation shows that my last day of service was June 6, 2023, yet the account continued to be charged for more than three years. I have documented $4,572.94 in post-cancellation payments fro
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Billing
Speedtest Result - Low Speed Issue (500 Mbps Plan)
"Hi, I am attaching a screenshot of my recent speed test. I am paying for the 500 Mbps plan, but my download speed is only 134 Mbps and upload is 116 Mbps. This confirms that the spliced cable line from the pole is severely degrading my connection. I need to schedule a technician to come out and ins
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Home router modem synch and reboot reconnection issues
I'm having an ongoing cable modem connectivity issue and probably need a technician visit to inspect the line/plant serving my address. Summary: My modem at times repeatedly fails to complete DOCSIS registration and cycles through partial-service states when I perform a modem reboot. In addition, I
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Your Home Network
Sorry. I've installed at least a half dozen XG1v4s over the last few years, altho none recently. Never had to enter credentials or do anything to activate the box.
Getting Xfinity to connect a XG1v4 Coax based box = Impossible
Xfinity services themselves are decent, a bit expensive, but offer decent quality and reliability. However, their Customer Service and Computer systems are a joke, and it amazes me that Comcast (CMCSA) is a profitable company at all. I’m about to join the ranks of TV Cable Cutters, and switch to som
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New Xfinity Insights Community Portal
Does anyone else hate this new site? They took what used to be a clear and cohesive platform and ripped it apart and ruined it. I was never confused, I could always see important info right in front of me. We used to be able to log in to Xfinity Insights and immediately see if we had any available a
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Customer Service
Good morning, @user_pg30a1. That all sounds frustrating. Our team would be happy to review the account and any notes by the technicians after the recent appointments. Please send us a DM with your full name and address to Xfinity Support. To s
Service interruption and unnecessary expense
On Thursday September 10 Xfinity came to my neighbors address at [Edited: "Personal Information"] to fix their cable line. As they were working on my neighbors house our own internet went out. I discovered that our cable line was not even connected at the box, and that the cable appeared to have bee
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user_x05kf3 Hi there! Thank you so much for using our Forums and for taking the time to contact us. We are happy to work together over this platform to review the account and see what the status is of the recent job. To get started can you send us a
how to file a complaint
I began the process to switch to Xfinity on Aug 24th. I had an appointment the following Monday however, I did cancel it due to mislead information not from Xfinity. I then redid my request, and a technician came out on September 2d. He stated I needed underground wires ran and put in the request. T
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My most recent box worked for 12 days before the APPS04277 error message returned. Xfinity called me to say they were working on the problem after I traded in my last box. Has a fix finally been found?
Crunchy Roll app Not Working.
For the past few days, any time I try to access the Crunchy Roll app, I get a blank screen, then Error Code APPS-04277. I've cleared my cache, I've Restarted multiple times, and even did a System Refresh, but nothing has helped. Every other app seems to work fine. Please help?
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user_d2xygx That is odd for sure. Thank you for reaching out for help with the Xfinity app showing your offline and not being able to manage your network. Did you recently set up a new account, by chance? Or made any recent changes to your gateway?&n
App says gateway offline
The Xfinity app say no Internet but my Internet is working fine but can't access any devices
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App says modem is off line-unable to see wi-fi users
After a recent update yesterday, I go into manage wi fi users and it says MODEM OFFLINE. We're all clearly on the internet and there is nothing wrong with my modem. My modem is working and no one is having issues but it says modem offline and I am unable to see my users.
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Xfinity App
Hello, thank you for the suggestion. The tv firmware was updated automatically. The one night i tested recorded material worked fine for a while. The next day everything froze.BTW on other streaming services such as Netflix, HULU, YouTube, HBO Max th
Xfinity stream freezes on Samsung UN65NU6950
Xfinity stream always freezes.on this Samsung TV model 65NU6950. It is not the wifi because other, cheaper, TV located further away from the modem always woek flawlessly. I would appreciate any suggestions including to know what tV would work or not when buying a new one.
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user_3ak3y6 Thank you for stopping in for help with your upload speed on your new modem. We would be more than happy to help. Please note, as @EG mentioned, you do want to avoid sending unsolicited private messages; that would mean that after you mak
Stuck at 5–6 Mbps Upload on Own Approved Modem After Gig Plan Upgrade (Need Bootfile / Provisioning Push)
Hi everyone, Hoping a mods/rep here can help me clear up a provisioning issue on my account. I recently upgraded my Xfinity plan from an 800 Mbps tier to Gigabit internet. Here is what has happened with my speed tests and hardware setup: Old Personal Modem (Docsis 3.0): Got around 17 Mbps upload on
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If you're gonna call me, be brave about it
I don't mind when you guys call me because I forgot to pay a bill. That's your job and I understand. My problem is most recently. I set a payment arrangement. About an hour after calling you to set it, I got a call from you. I answered the call. I confirmed it was me and I told her "If you're callin
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Customer Service
Hey there, @user_122wiu! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I do understand the need to have the emails available. If the emails are available to restore, you will want to follow the steps below. Plea
I am missing emails prior to March 2023
I am missing emails prior to March 2023. How do I gain access to these old emails? I need to find several important emails for a potential legal issue. I have tried several seach options and re-sorted by date. I did not delete them. Please help. Dave
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Diamond Membership lost after move — Primary user gets “Sorry, you’re not eligible to redeem benefits”
My parents had Xfinity service at their previous address for more than 20 years and were Diamond members before a recent move. Their service was transferred to a new apartment with no 90-day break in service. The old account and new apartment account are now linked under the same Xfinity ID, and bot
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Sign-In and Account Management
App says modem is off line-unable to see wi-fi users
After a recent update yesterday, I go into manage wi fi users and it says MODEM OFFLINE. We're all clearly on the internet and there is nothing wrong with my modem. This app is just getting worse and worse. It's basically useless at this point and that was the only reason I stayed with this overpric
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Xfinity App
Dave19380, Thank you for taking the time to share these details. I can completely understand your frustration as a video customer myself. Especially after replacing equipment, having multiple service visits, experiencing interruptions during sportin
Cable tv freezing and restart problems
I have regular freezing of an X16 box and need to restart it every day. I replaced the box, had a service call a few months ago which helped but the problem continued. An Xfinity service person worked on it last Friday and noted a marginal signal coming into our home. He replaced the line from the s
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@XfinityDemetrise oddly all the posts have disappeared from the forum on my iPhone. To answer your questions: Xfinity called me on September 8, 2026 at 1:17pm pacific time to say that they would be working on resolving this issue. They d
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Crunchy Roll app Not Working.
For the past few days, any time I try to access the Crunchy Roll app, I get a blank screen, then Error Code APPS-04277. I've cleared my cache, I've Restarted multiple times, and even did a System Refresh, but nothing has helped. Every other app seems to work fine. Please help?
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