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New customer; can sign in but no access to any other account details. "Something unexpected occured"
I have recently placed an online order for Xfinity internet service. My order was compromised with a at home installation kit. The order was placed on tuesday (Sept 15th). As the xfinity information states it typically takes 3-5 business days for confirmation of delivery. My issue is that when using
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Sign-In and Account Management
Help Needed: Promised $11.11 Monthly Mobile Credit Missing from Bills
I'm hoping someone can help me resolve a billing issue with a credit I was promised during the purchase of my mobile plan. Before completing the purchase, an Xfinity agent told me that I would receive an $11.11 credit per month on my mobile plan. I specifically double-checked this with the agent and
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Plan
I have xfinity Premium. How do I get Peacock?
I tried getting Peacock through my account and the pop-up said redeemed and to visit the streaming page but there was nothing there and when I returned to the benefits page, I can no longer see the option for Peacock. What am I missing?
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Customer Service
Urgent: Trapped in Return Label Loop / Store Refused Return on Day 14
Account Review Needed: Smartwatch Return Policy Failure I am trapped in a support loop and need a corporate manager to step in. Day 14: I used online chat support because the watch setup wasn't right. The agent explicitly told me to return it to a physical store. They did not mention a restocking fe
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Devices
You said 4 lines closed.what is the use of mobile insurance . If may be broken and lost replace but why payment Ask me I paid $48 per month what is the use .
Cellphone Insurance
I need Stop insurance payment because one mobile broken the insurance Ask Additional $40 Payment. What is the use of insurance . I paid per month 4 Cellphone $48 dollars. Please Stop the monthly insurance payment. Thank you!!!
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Lost access to account during move
Please send this to a real person. Someone messed up. I scheduled my Internet service to be transferred after I moved, but the agent who helped me only put the new address account in my ex-husbands name/information without me realizing. At first I chatted with an agent in the app and got to a point
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Your Home Network
Audio issue with NBC Sunday Night Football
During NBC Sunday Night Football, the announcer dialogue is overwhelmed by the stadium crowd on all three of my Xfinity TVs. Commercials on the same channel sound completely normal, and the same SNF game through Xfinity Stream on my PC has clear announcers. Other NFL broadcasts are normal. Changing
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Customer Service
Thanks for your reply. I just sent a message.
My Upload Speed Is Throttled at 6 Mbps (Motorola MG8702)
Hi, I'm using Motorola MG8702 (firmware version 8702-19.3.9), and it's my own modem. My internet plan is only 300 Mbps down / 100 Mbps up. Although my download speed is over 300 Mbps, my upload speed is capped at 6 Mbps. A customer service rep tried to update my modem's firmware version and provisio
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Thank you for reaching out to us @patcii! A $50 increase would definitely get my attention as well, especially when expecting a new promotional rate to be reflected on the account. As a starting point, I recommend reviewing page 3 of a bill from a fe
Pricing change for 1 Gig plan
I'm a student and have been using Xfinity for over a year at the same address. I had the 1 Gig student plan for $45/month and now it's become $100/month. I was hoping you could check whether there are any student, loyalty, retention, or other promotions available for my account. I’m also seeing an o
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Thanks for reaching out @CB57, I completely understand how frustrating it is to deal with freezing video, audio issues, and disrupted recordings. Please let me know if you are still having trouble with your Xfinity cable TV signals, so we can get thi
Xfinity CABLE in Folsom, CA is PATHETIC
Xfinity cable tv FREEZES in video, sound and recordings. In Folsom, CA I’ve complained multiple times and they do NOTHING. Thank God for antenna, Roku and YouTube.
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my 3 pod extenders went offline all at once yesterday— all still visible in app and at Comcast backend. They’re just not shaking hands with the gateway anymore. Frustrating. I have a tech coming Tuesday but I suspect since this was an engineering iss
Wi-Fi extender pod connection issues
I have a new gateway XB8 router which I obtained because my WiFi extenders stopped working with my old gateway (which was otherwise working fine). I couldn’t connect the old ones to the gateway and it would time out while trying to connect. Since getting the new gateway (which was suggested by an Xf
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Hi there @user_k02ts5, and thank you for posting on our Community Forum. I apologize hearing about your concerns with your mobile insurance coverage and the additional charges you've encountered. I understand why you'd have questions about the value
Cellphone Insurance
I need Stop insurance payment because one mobile broken the insurance Ask Additional $40 Payment. What is the use of insurance . I paid per month 4 Cellphone $48 dollars. Please Stop the monthly insurance payment. Thank you!!!
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Where can I find Story Television? If you give that question to Google ( https://www.google.com/search?q=Where+can+I+find+Story+Television ) it directs you to https://storytelevision.com/wheretowatch.
Story Television
Why isn't Story Television presented in full 1080p resolution? I could understand if this was 2006, but it is 2026.
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Rtst31975, thank you for reaching out and creating a post. I see you followed up via direct message, and I will circle back there shortly. As a heads-up, it is a violation of the community guidelines to send us an unsolicited direct message. We will
Internet is always slow and disconnects frequently on many devices
I am getting kicked off work MS Teams calls often, streaming services are blurry, many devices keep getting kicked off the wifi. I run speed tests all the time and have 20mbs or less but the chat bot says I have over 100% awesome internet.
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Hi user_0asbga, thanks for reaching out here on the community forums! I'm sorry to hear that you've run into so many issues while upgrading your device. Our team would be more than happy to see what can be done to find a resolution! Please send us a
Complete Failure of Trade-In Assistance with an Upgrade from an iPhone to Samsung
On Sun, Sep 20, 2026 at 6:55 PM Hello Dante, cc: Tom Karinshak - President and Chief Customer Experience Officer Thank you for your response! We have now spent almost a month, counting from the initial 1st order on 8/23 that was placed incorrectly for the Samsung Z Fold 8. This device was supposed t
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Is Andorra truly covered by the mobile select plan?
On Xfinity's destination checker, Andorra is listed as being fully covered for text, calls, & data. However, this forum is full of people who've traveled there with a global pass, and been charged 4 or even 5 figure bills for data use there. Is Xfinity able to actually confirm with certainty (not ju
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Billing
Greetings @user_3d2166, thanks for bringing this to our attention. I know it is incredibly frustrating to wait over a month after a technician visit, especially when this box has been in disrepair for years! If you could send our team a direct messag
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box in my yard in disrepair
I can't seem to get xfinity to fix the "box" in my yard. There seems to be no category for this. Probably would be in the construction dept, but how do you get them? A tech came out, called his supervisor and that was over a month ago. This box has been in disrepair for almost 10 years.
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