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WORST POSSIBLE EXPERIENCE
I called Xfinity to see if the closest store near me had the new iPhone 17 pro max in stock. The guy who I spoke to let me know, yes it was in stock and yes the color as well that I wanted. I ask multiple times if I pay over the phone can I pick up in store? And I’m told “Yes, you just need to show
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Devices
Charged for equipment I never received
Charge for equipment I don’t have and never had under my control.
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Billing
@user_10jjay30 Thank you for the detailed information and for capturing the modem status during the service interruption. We appreciate the detailed troubleshooting you have done and will be glad to take a deeper look. Please send us a direct chat me
Repeated intermittent DOCSIS outages – LAN stays online while Internet drops
I’m having repeated intermittent Internet outages on an XB7 (CGM4331COM). Wi-Fi/LAN stays working and 10.0.0.1 remains reachable, but Internet connectivity drops and the gateway sometimes turns red. During the latest outage, 10.0.0.1 responded to ping while 1.1.1.1 did not. On Aug. 22 I captured ano
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Unable to Forward While Recording
I am unable to fast forward when watching a program that is currently recording. This feature was working prior to the update. I have a Samsung TV. The model # is QN65S9ODDFXA. I have tried deleting and reinstalling the app, as well as, hard restarting the TV. I see that others with different TV bra
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Xfinity Stream Website
Appreciated. But when I clicked the chat icon, I found the pen/paper icon is in grey and could not click. Please advise how to proceed to next step ?
Add spouse to bill
Hi There, I would like to add my spouse to my bill, thank you for your help.
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Thank you for reaching out here about that issue with your Mobile device and service. We can look further into any issue with the service from our end if needed.
Rcs messages not working
I just switched my phone from T-Mobile to Xfinity today and my RCS messages aren't working and I tried so many ways. It's stuck on connecting
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We can help with that, user_vlfkg8- however, depending on your bill generation date, this can take up to 60 days (2 billing periods) to reflect on paper and digital statements. If this is OK for you, we're happy to make those changes. Please
Add spouse to bill
Hi There, I would like to add my spouse to my bill, thank you for your help.
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@XfinityDilary not well. I ended up getting a waitlist requested appointment for Saturday (a day earlier than the original appointment) between 4 and 6 pm. Saturday, I get a message that the waitlist appointment was being cancelled and the next oppo
Internet Outage
We had a storm move through this past Sunday and the Internet went out in the early evening. I attempted to report the outage but got the usual response of no outage detected. I did not request an appointment at that time expecting to catch up as new reports came in and things would be fixed in due
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Billing issue
@Xfinity @XfinitySupport I genuinely don’t understand how a company can make a customer spend HOURS explaining the same problem and somehow make the situation WORSE. I’ve been an Xfinity customer for almost 2 years and have consistently paid my bills on time. When I first joined, I was paying around
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Plan
@XfinityTommy Thanks for sharing. What I’m looking for is to add my spouse’s name to the Attention section so her name will appear on the bill.
Add spouse to bill
Hi There, I would like to add my spouse to my bill, thank you for your help.
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Jose is the best!
Thank you to Jose for helping me and my children get our wifi back and working. He made the call smooth and was quick and super friendly. I'm happy I called and got his help. Showed that he really cared to help me. Thank you!
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Customer Service
Billing issues
@Xfinity @XfinitySupport I genuinely don’t understand how a company can make a customer spend HOURS explaining the same problem and somehow make the situation WORSE. I’ve been an Xfinity customer for almost 2 years and have consistently paid my bills on time. When I first joined, I was paying around
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Plan
ESPN channel only
Our ESPN channel keeps freezing up and it seems to get stuck and keeps repeating itself
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X1
Same problem. This is horrendous.
Braves Vision
I am having issues with just one channel, Braves Vision (Ch. 1254). I will lost sound, the picture will freeze, the image will be jumpy, the image will get stuck in a loop, it will run for a few seconds and freeze then go back and start over and run a few seconds and freeze. It is so bad it is very
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A couple of my window alarms are not working. After changing the batteries. ... Does https://www.xfinity.com/support/articles/xh-device-battery-replacement help?
Replacing my window batteries
A couple of my window alarms are not working. After changing the batteries. Keeps dinging like there is an open window. Not getting a green light saying activation. Any suggestions? Thank you!
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So a customer gets an email from a President and Chief Customer Experience Officer who no longer works there. Classic.
Can non longer set up manual recordings
This week manual recordings I had set up did not record. I tried to replace them and discovered that it is no longer possible to set up manual recordings. You get a message "Recording option not available. Recording on this channel is not available". This is not true as I can record programs on any
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I’m also having the exact same issue on a Samsung TV for a few weeks now. It’s clearly a glitch but of course it’s nearly impossible to make an issue known to Xfinity without having to jump through multiple hoops (useless AI agent, wait 30 mins, etc)
xfinity stream fast forward button not accessible for in-progress recordings on LG tv.
The fast forward button appears but cannot be selected for in-progress recordings when running xfinity stream on ethernet connected LG tv, even if program has run for 30+minutes (no "catch-up"). This change happened sometime in the last month for recordings on multiple channels. I have hard reset tv
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Got it @user_6crmpy, thank you for letting us know that you've already attempted those troubleshooting steps. We appreciate you taking the time to try those recommendations. Let's take a deeper dive into the issue and gather a bit more inform
Voice mail service
My 99 year old mom wishes to use her phone answering machine rather than the Xfinity service. How can this service be disabled so that callers can leave messages on her phone?
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user_ubtsua - Thank you for choosing Xfinity and joining us here. Our team can help. Please send us a Direct Message.On a Desktop: Make sure you’re logged into the forums.Click the Direct Message icon in the top-right corner of the page.C
EPON customer-owned router — need ONU provisioning to remove XB8
I have Xfinity residential EPON fiber, 1 Gbps symmetrical, with an ONU and XB8. I want to use my Ubiquiti UCG-Fiber directly connected to the ONU under Xfinity’s new Member-Owned Router option for EPON. I am NOT requesting bridge mode on the XB8. Please add the appropriate customer-owned-router/COAM
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@user_b8z92o Thank you for bringing this to our attention. I'm sorry to hear about your experience, and we'd like to help get some clarity on the billing concerns. We typically send a customer approval for any plan changes to help avoid confusion. Ca
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Xfinity is the absolute worst!
I signed up expecting a certain monthly rate, and since activating my service, my bill has tripled because of continuous fees and “add-ons” that I never agreed to. What makes it even worse is the customer service experience. Trying to get answers feels like a battle. The representatives I’ve dealt w
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