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This is happening to me as well. I spent over three hours via chat and phone to resolve the issue and was finally told it was a bug in a recent software update. I was told I would be notified of progress. I’ve heard nothing and still have no DVR and
Dvr not working properly
My DVR service has stopped recording my series all of a sudden and will not let us record other shows. Is this equipment failure?
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Hi there, @user_8n0y1a! Thanks for reaching out about the most recent statement you see after closing your account with us. When we process an account cancellation, we stop billing you on the date of your choosing. The closure can take up to 10 days
Still getting billed after canceling service
I called to cancel my Xfinity service before the end of my previous billing cycle. I was assured that my service would end after the last day of my previous billing period (May 27). It is May 28 and I am still seeing an active bill for period starting today. I have an email from May 22 acknowledging
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Account split after adding internet - platinum tier status incorrectly reset
I have been a continuous customer and have earned my platinum tier status. Recently, I added home internet to my existing services. Instead of adding it seamlessly, the automated system generated an entirely separate, second account number under my profile. A representative told me that because int
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Customer Service
Legal Name Change
I had a legal name change and need my account to be updated. The answers in other posts say to direct message, but it appears that button is only available after posting in the forum.
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Billing
Thank you for reaching out. Although it appears that the returned cell phone was credited, I traded in a Samsung 26 for a Samsung 25+ Edge. It appears that the amount credited for the return of the phone is actually lower than I was told it would be,
Return Label for Samsung 26+ Cell That Can't Hold a Charge
I received a Samsung 26+ cell phone at Xfinity a week and a half ago, and tried to return it yesterday to my local Xfinity store. The replacement phone seems to hold a charge better. The rep told me yesterday that I had already been sent a return label by email for the defective phone, but the label
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Hi there @Fune2006. Thank you so much for reaching out to us here on our Xfinity Forum's page. I am sorry to hear about your recent experience with your mobile service. Now you are in the right place and we are happy to take a look at your concerns h
No international mobile service
We have the mobile plus plan with international roaming because canceling our internet while we are away for a while was necessary but, after finding out we are going to the Philippines , they suggested this mobile plus plan which will work there. Spent a couple of hours getting the phones set up an
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Nine weeks, two tech visits, one underground dig ... still 10+ T3 timeouts per day. Need real plant-side escalation.
I received a notification that an underground cable replacement at my service address was marked complete. However, there is an unterminated cable lying in my yard with no end on it. The work appears to be incomplete or improperly closed out. Additionally, my modem is still showing the same service
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Your Home Network
Arris TG3482G (XB6) - Jittery Connection with Massive Ping Spikes
Hi Xfinity, I've been having an issue where my connection is very jittery with massive ping spikes. This is evident when I'm having video calls, which tend to freeze/hang for a second every few minutes. This is also happening on my wife's laptop, so I believe it is a modem/router issue. I currently
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Your Home Network
Hello, @user_juvzt5 thank you for taking time to reach out over Xfinity Forums. I completely understand the frustration when having to continue to reach out regarding the same concern if it isn't getting resolved. I'd definitely like to investigate f
REPEATED billing discrepancy
I am reaching out to attempt to clear up a repeated billing discrepancy, once & for all. In January, I negotiated a new price with your customer service team. The cost was supposed to be $135 per month, LOCKED IN FOR 3 YEARS. This was EXPLICITLY stated by your representative. Since renegotiating my
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escalation of case - This has been going on Since April.
To the Xfinity Customer Escalation Team, I am requesting assistance in resolving an ongoing issue that has now been open since April and has required an unreasonable amount of time and effort on my part. I have contacted Xfinity on four separate occasions to have a cable line buried on my property.
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Customer Service
Billing query
In my most recent bill my costs have increased dramatically by $20/month. This is upsetting to me. Evidently a discount that wI had has expired. I need to lower my bill. What are you offering? Or do I need to look at a different provider. Jon
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Billing
user_28ypy0 I’m really sorry to hear about this experience. I can completely understand how frustrating it is to see such a large change in your bill and services you didn’t expect, especially after having trouble reaching a live agent. L
Extra charges, 4x the expected bill amount.
When I set up my internet, I had to contact customer service. They sent me a link that approved $60/month for 5 years. Tell me why I am now going to get charged 240$ next month? Also, there have been things added to my service that I did not approve.. a steaming box, streamsaver thing, netflix. I we
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Technician report
I need help pulling the internal technician repair notes for a recent visit.
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Customer Service
We completely understand your frustration, and we are truly sorry that this pixelation issue on your main network channels is still happening, especially after you already spent over an hour working with our chat team. We want to get this sorted out
TV Pixelation is VERY BAD now
After Xfinity upgrades in my neighborhood Cable TV is VERY Pixelated. Please resolve this!!!
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Customer Service Issue
Hi there, I've been trying to get in contact with customer service regarding billing and speed questions. I can't find a phone number or email anymore and there is no option to chat with a real person anymore; I just get stuck in a loop with the AI chat bot and can't figure out how long I'll be in t
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Customer Service
user_vbtv7c Thank you for taking time out of your day to leave such a detailed account of your recent Xfinity internet concerns. My team will stick with you here until you confirm you're getting the fast, reliable connection you pay for. I'll invite
Heat related outages = Trying to sell me more services
The first three days of this work week were really hot (90's) here in Maryland. Since we got our service back in October, it has worked perfectly. On Monday, once we hit the really hot part of the day, we lost our connection over and over. It would drop out, reconnect, stay for 5, 10, 30 minutes the
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This is a follow up to my post from about two weeks ago in which I pointed out I had contacted Xfinity with what looked like a heat related problem with equipment outside my house, and the agent tried to sell me an upgrade that almost assuredly would
Heat related outages = Trying to sell me more services
The first three days of this work week were really hot (90's) here in Maryland. Since we got our service back in October, it has worked perfectly. On Monday, once we hit the really hot part of the day, we lost our connection over and over. It would drop out, reconnect, stay for 5, 10, 30 minutes the
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@XfinityBenjaminM as I noted in a previous post; “ Supposedly the function that allows the printer to connect to 2.4GHz rather than 5GHz can no longer be done manually and it does not work via “WiFi Intelligence”either. I did connect on my ol
Admin login on new router
I am unable to log into a new router as Admin. I had initially been able to change the password but now it doesn’t work, so I did a full reset and used the recommended “admin” and password on router and only get a greyed out box. I believe the router is blocking access to my printer on wifi I need a
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Inquiry Regarding Unexpected Increase in Monthly Bill
I am writing to express my concern regarding a recent increase in my monthly bill. I noticed that my charges have gone up, but I do not recall receiving any formal notification or explanation about this change. As a long-time customer, I would appreciate clarification on: The reason for the price in
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Billing
user_7wilj7 I appreciate you taking time out of your day to bring your recent experience to our attention. I'm heartbroken to see you go, but I understand that you're moving outside our serviceable footprint and I can definitely make sure the order w
XfinityEmilyB
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19 hours ago
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Cancel My Service [Edited]
I am so FED UP with Xfinity's "customer service" call center. [Edited: "Inflammatory/Language"] I called to cancel my service and the lady had me on the phone for way over 15 minutes, constantly saying "her system was loading." I told her I'm canceling because I'm moving to an area that only uses a
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