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Bill does not reflect recent promotion
I had talked to an agent to get the promotion before my yearly one expires. just got a bill for $95. Please let me talk to someone to get this resolved.
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Billing
We don't have a way to reset the ordering process on the site, I apologize. You may be able to get around this by clearing the cache and cookies in your browser, or accessing the site in incognito mode.We can't guarantee that the promotion would say
Unable to verify identity when adding included Xfinity Mobile line
I’m an Xfinity Internet customer and my plan includes one free Xfinity Mobile line. When I try to add the line, the website says “Unable to verify your identity” after I enter my SSN and date of birth. Both are correct, and my SSN was issued very recently. I already tried chat and text support, but
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Major Ongoing Issues With 2.5 Gbps Symmetrical FTTH EPON Service — Requesting ONU/Optical Line Investigation
Hi Board, I am writing because I really need some help getting an ongoing issue with our XFINITY FTTH service properly investigated and escalated. I want to make it clear from the beginning that I genuinely love this service and do not want to leave XFINITY. When our connection works properly, it is
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Your Home Network
Thanks for your reply. I received my SSN card about a week ago, so I believe the SSN was issued very recently. Could that be the reason the identity verification is failing? If so, do you know approximately how long it usually takes before a newly is
Unable to verify identity when adding included Xfinity Mobile line
I’m an Xfinity Internet customer and my plan includes one free Xfinity Mobile line. When I try to add the line, the website says “Unable to verify your identity” after I enter my SSN and date of birth. Both are correct, and my SSN was issued very recently. I already tried chat and text support, but
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XB10 Gateway and MoCA Setup
Xfinity Details: Download: 2GB Upload: Up to 250MB Gateway: XB10 I recently setup MoCA in my home and have some questions in reference to the network diagram: The Xfinity TAP line (from the road) connects to a POE filter (attached: POE-Filter-Xfinity-TAP). This POE filter was installed by Xfinity an
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Your Home Network
@DreamSayerZ Per Samsung, the visual voicemail app is pre-installed onto the phone and per other posts, it has worked just fine with every other carrier beside for Xfinity.
Visual Voicemail on s26 Ultra
I swapped from an iphone 15 pro max with Verizon to a S26 Ultra with Xfinity. Since then, my visual voicemail has not worked and its causing me to miss important information from doctors. I have called support 3 different times, called samsung, been on the phone for over 4 hours. Nobody has an answe
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user_es353w Thanks for reaching out about your recent experience trying to get your services restored. That certainly isn't a pleasant experience you have been having, and we certainly want to get services restored as quickly as possible. We would be
Abysmal Customer Service
On Thursday, August 20th, I called Xfinity to inform them my Internet was out. After dealing with the frustrating AI and prolonged wait times, I finally was set up for an appointment at 8AM on Friday, August 21st. The technician came but regretted to inform me the issue was outside my property and a
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Hello user_tv2ypr, thank you for reaching out here in our Xfinity Community forum. We appreciate you and your time, and I will be happy to assist you. Have you rebooted your modem recently? Have we had any maintenance done in your area recently to yo
wifi speed has slowed down for no reason
Hello my wifi Speed has been around 865 on avg for the last year as we are on an 1100 gbps plan but as of today it has dipped to 30 gbps which has never happened before .
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@user_ywwuy5 thank you for using the Xfinity Community Forums page to reach out today. I understand that you have had some concerns with your service being disrupted recently. We know how important working service is and would like to get a better un
Consistent outages - not good enough
What is happening? I have had many years of great service by Xfinity but in the last 2 weeks I have had so many outages. - it started with a local area outage (possibly due to weather) - since then, I have had over 10 router restarts and lost connections - followed by another local area outage today
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incentives
Seeing a lot of these posts, but I also was promised an incentive ($200 visa gift card) that I have never received. Mostly making this post so I can DM.
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Customer Service
@XfinityBenny I am happy Xfinity read my post, but that response and that link does not help. I found that article before making my original post, while googling this seemingly intractable problem. Did you read step 1 and compare to my post?&n
Peacock Premium perk redeem from email not working
Hello, Twice recently, including today, I've received an email that states "Peacock is already yours. Claim it now at no extra cost. As a Platinum Xfinity member, you get Peacock Premium ($12.99/mo value) included at no extra cost." I am a platinum member (shows that when I log in to xfinity.com). I
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Peacock Premium perk redeem from email not working
Hello, Twice recently, including today, I've received an email that states "Peacock is already yours. Claim it now at no extra cost. As a Platinum Xfinity member, you get Peacock Premium ($12.99/mo value) included at no extra cost." I am a platinum member (shows that when I log in to xfinity.com). I
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Customer Service
user_8882vm Hi there! Thanks for reaching out and for using our Forums as a tool to reach out. We are happy to work with you to review your recent interaction. We always suggest visitng https://spa.xfinity.com/help/network-abuse?faq=report-online-har
phone call then email from "xfinity" saying hacking attempt
We got a phone call supposedly from Xfinity saying they were investigating a malicious hacking attempt to/on our internet. The guy wanted us to turn off the modem then turn it on and then connect to a website he was going to give us that would be able to 'catch' the offenders by tracing their ip adr
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@user_tk6zqt Thank you for reaching out. I can understand your concern about receiving an unknown package. Have you received any recent notices regarding equipment updates, replacements, or account changes?
Received package from [Removed: Address]
I didn’t order anything from Fulfillment Center, [Removed: Address] I am returning the package unopened. How can I ensure that I will not be charged for the package. I did not order it!
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user_bfhepg, We're glad to hear your Favorites list has largely been restored without having to rebuild it manually! 😀As for those extra channels showing up in the Favorites view, that does sound a little unusual, especially if they aren't mar
favorites disappeared from cable box but are still available in the app
The favorites have disappeared from cable box but are still available in the app. I have rebooted and performed a system refresh to no avail.
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We'd be more than happy to look into this and help however we can, @user_osl6gv! First, we ask that you refrain from making multiple posts about the same concern(s), but not to worry - I've merged your two posts into one to avoid confusion. Also, p
Need a status update for my address
So I signed up for 1000/1000 about 2 months ago. Lines were ran underground. First tech we called out here said it wasn't ready yet, and when we see the green box installed in the ground out front we were good to go. Fast forward about 4 weeks to a month the green box was there, so we scheduled anot
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user_2qu2kb Hi there! We can see why that would be frustrating when you were previously able to get straight to your Favorites by pressing Guide twice. First, try setting Favorites as your default Guide view instead of using the double-press shortcu
How do I get rid of the Quick Tip screen when I'm trying to access my Favorites and schedule?
I used to be able to see My Favorites schedules by clicking the Guide button twice. Now all I get is a Quick Tip screen. How do I fix this?
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Community Best Answer
jackie2034 This was caused by a recent update we sent out that affected multiple customers, but should be working now. Please let us know if the list is still not working properly for you.
missing favorite channel list
Last night (Tues. Aug. 18th, 2026) my husband noticed that our "favorite" channel list is gone. Poof! Just disappeared. What happened? Now I guess we have to go back to put them back on. Why'd this happen? Do we need a new box? ? This morning I manually put the favorites back on, but I want to know
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2 Gig Plan Capped Around 1.4 Gbps After Account Change
I’m on the 2 Gig / 250 Mbps plan and was consistently getting about 2.2–2.3 Gbps before a recent pricing/account change. Xfinity confirmed I remained on the same 2 Gig plan, but after my modem was restarted/reprovisioned, my download speed immediately dropped to about 1.4–1.5 Gbps and has stayed the
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Customer Service
user_7cq0uj Thanks for reaching out to us about your recent order for service, and concern with device shipping. I would be happy to review your order, and see the current status of device shipping for you! I'll need some personal account information
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No Shipment Email
I ordered an internet plan last Tuesday and the confirmation email says that I will receive a separate email when equipment has been shipped. Still no email so far. How can I check when the equipment will arrive?
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