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Good morning @user_15jev0 I completely understand your frustration and I appreciate you taking the time to reach out to us via social media. This isn’t the type of service experience we want for any of our customers. Our team can review the ac
Worst Customer Service Ever
I have never in my entire life dealt with a company that simply doesn’t support their customers in a professional manner. I have been going in circles with well over 30 Reps over the last 3 weeks and countless hours on the phone. It’s all documented with names and time spent. Started with an alleged
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Yes, that's quite recent. So, you can pretty much use Expert all the time as long as you watch the non-RealTime 4K channels for Atmos.
4k audio
Why is the audio on the 4K channels coming through as two channel PCM when the audio on the non-4K channel for the same program is showing as Dolby digital?
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Greetings, user_dd6g7i! Thanks for reaching out regarding your recent online location issue with third party services and apps. That is correct with the following statement from BruceW. Please let us know when you have reviewed this information and i
Wrong city on WiFi and internet
When I sign in it always shows I live in Chicago, Illinois but I actually live in Michigan...This causes a probem when I need to say where I live on a app. It picks up Chicago as my home city. On the Michigan Lottery app. I cannot use it because It says I don't live in Michigan so it won't let me pl
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Xfinity Mobile signup correction—request for executive review
I’m requesting a one-time executive review of a recent Xfinity Mobile purchase. I purchased an iPhone 18 Pro with an iPhone 15 Pro trade-in, but accidentally selected Mobile Select instead of Mobile Plus. I still have the 15 Pro and have not submitted it. I contacted support to correct the plan sele
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Billing
user_5x68hy Thank you truly for bringing your recent experience to our attention. We will forward this information for further review to continue improving our user experience with our platforms and notification updates regarding service interruption
Outage or just my house.
“I have a confirmed network-damage outage at my address. The Xfinity app says repair is in progress with an estimated restoration of 10:07 PM tonight. I don’t need a technician appointment — I want to know whether this is a neighborhood outage and whether there is any additional information about th
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Existing Xfinity Mobile escalation – unresolved device delivery
An escalation has already been opened (ECM0025787590), and I have the complete chat transcript documenting the issue and can provide it upon request. I need assistance with an unresolved Xfinity Mobile device delivery issue. I have already paid the required down payment, and an escalation ticket has
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Devices
Hello, have we sent someone out to check the outside facilities/wiring recently?
IP address renews every hour on the hour
There's something amiss with DNS IP address renewals for the past three months with my connection. What happens is that my firewall submits a DNS request, the Comcast DNS server does not renew my IP for a few seconds, and then gives me back the same IP address! Today alone it's reliably happened eve
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Error by Xfinity employee re setting for Canada travel
I went on a cruise which included Canada. I attempted online to add the $5/phone to my account but never got any notifications, so the next day, September 9th (2026), I went in person to the Xfinity store in Saint Clair shores, mi. I explained what I needed and your representative sent me the link s
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Billing
I have seen many posts online about LG TVs and the Xfinity Stream app not being very compatible and that Xfinity does not update the LG version often. The problem goes back quite a while with other users and that's where I've obtained info on thing t
Xfinity stream
Every day I run into the same problem with Xfinity Streaming app. I have 2 brand new 2026 LG QNED 75B Series Mini LED 4K Smart webOS TVs and every day when I try to watch my shows via Xfinity Stream, I encounter the same issues. "This video cannot be played. We've run into a problem while streaming.
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Hello! You are correct, we can add your device for our fiber to home services. It's a more recent update, but it's been around long enough I would expect our phone agents to be aware. I'm sorry they were not familiar with the change, but I'm excited
Help with member owned router with fiber into the home ONT
Hello- It appears I should be able to use a third party router with the xfinity supplied ONT for my fiber into the home internet service but I am not able to get this working. I called customer service and they were also not able to but documentation here (https://www.xfinity.com/support/articles/me
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Hi there, @user_9vjhjv! We are glad to further help with accessing your account. I understand that can be frustrating when you can't use the self service options. I like those too! Have you made any recent changes to your account or plan? Is this hap
Log in issues
Every time I try to log into my Xfinity account, both online and on the app, an error occurs and it won’t let me proceed with doing anything. I have no ability to access or manage anything within my own account. I am the account holder. It’s in my personal name at my home address. So why is this occ
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Hey there, @GuitarNick, Thank you for sharing your experience. I can understand why this situation would be frustrating, especially when you originally intended to complete the upgrade with a trade-in and have spent significant time trying to get the
I have a very major complaint! This is no way to treat a customer.
I got the complete runaround with no resolution. I pre-ordered an iPhone 18pro. Actually, I tried to do it online on the website. I had a trade in of an iPhone 14 Pro. It kept erroring out and said it couldn't process the request and that I should call an agent. So I did. Order placed. Somewhere alo
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Way to expensive
I have been a long time customer of Xfinity and recently my bill changed by almost 60 dollars. I went in to speak with someone about it. I have basic internet and the lowest tv package, my previous bill was 131. Recent statement was $187. After 20 mins at the counter with hardly any communication fr
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Customer Service
Thank you for the additional details, our team will continue this interaction in the DM space as we'll collect your account information to verify the correct codes have been applied to the account after the recent change.
Need to delete modem
Hello I have 2 modems detected on my account , the one I am currently using (both are my own personal equipment) is not being recognized because I still have older speeds (I upgraded my plan as well to 1gig up and down). And also when I look of my device it shows I have the old modem as my device ev
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@XfinityJeniece Thanks for following up. The original ticket itself did not resolve the issue, but another Xfinity agent later corrected it remotely. At that time, my XB8 was showing 1200 Mbps Plan Download Speed in Xfinity Speed to Gateway and was
2 Gig / 250 Mbps service showing 1200 Mbps provisioning
My Xfinity Internet service is supposed to be 2000 Mbps download / 250 Mbps upload, but Xfinity’s own Speed to Gateway diagnostic is showing: Plan Download Speed: 1200 Mbps Actual Download Speed: 1431 Mbps Plan Speed Percent: 119% My direct wired 2.5 GbE speed tests are consistently around 1.3–1.4 G
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CLReit That is not the experience we want any customer to have when reaching out for help. I know when a bill is not what is expected, it is a cause to reach out, and we appreciate the chance to help. Getting charged twice is an odd one since most of
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Horrible Customer Service
Horrible service. I've been charged twice and none of your incompetent agents will help. The last one I got kept giving me dead air that I kept thinking he hung up on me. I keep getting the run around with no help. God I hate Xfinity. Then I got an email from Akash [Edited: "Personal Information”] w
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