Xfinity Community Forum

$200 Promotion Card

My Xfinity Incentive Tracker shows that my $200 virtual prepaid card was issued on December 5, 2025 and marked “Virtual Card Emailed,” but I never received the email. I searched my entire email account, including spam, trash, and archived mail, and there is no message from the stated incentive-card

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Billing

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We can certainly take a look into submitting a ticket if you are unable to pull up the PDF statement for the DPP for the Xfinity Mobile account, @user_wyt7a1! Please send us a DM to get started. Please send us a direct chat message with your

XfinityAdrienne

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2 minutes ago

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Device Payment Plan Statement

I have been trying to get DPP statement since 2 months now, called more than 20 times, visited 2-3 stores, I still didn’t get it yet. Why is it that difficult to get the same statement that you also need when someone switches in to xfinity from another provider, Is this a kind of vendetta?

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user_st0vi4, thank you for reaching out through Xfinity Forums. I would be happy to help. Please send us a DM with your name and address. Here are the detailed steps to direct message us: 1. Click "Sign In" if necessary. 2. Click the “Dir

XfinityAngie

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3 minutes ago

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Need a serviceability ticket for a brand-new construction home missing from the database.

Need a serviceability ticket for a brand-new construction home in Clyde Hill, WA

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@user_j2hsyq, we want to thank you for reaching out on the Community Forum for support with your equipment issue. We are glad we were able to resolve your issue, work on your rates and provide information on the Seasonal Plan and Mobile service. Neve

XfinityFrank

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4 minutes ago

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TV box charge

Billing question on a residential account in Florida. I have an unreturned TV box charge for equipment that isn't in my possession, agreed for removal on several past calls but it keeps returning. I'd also like to discuss seasonal plan options. Could someone pick this up by direct message? Thank you

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Need a serviceability ticket for a brand-new construction home missing from the database.

Need a serviceability ticket for a brand-new construction home in Clyde Hill, WA

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Customer Service

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I wish it was actually that easy, that you made it sound like. Call any of you stores and ask them, Can they do it for a customer, the answer is NO, WE Don’t have the access, call your customer care and they say will say you will receive it in

user_wyt7a1

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9 minutes ago

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Device Payment Plan Statement

I have been trying to get DPP statement since 2 months now, called more than 20 times, visited 2-3 stores, I still didn’t get it yet. Why is it that difficult to get the same statement that you also need when someone switches in to xfinity from another provider, Is this a kind of vendetta?

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Oh no, I am very sorry to hear that there are troubles with the steps above @user_wyt7a1! What do you see when you attempt to follow the steps? Are you not seeing the PDF option? How are you accessing the account?

XfinityAdrienne

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10 minutes ago

to the conversation:

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Device Payment Plan Statement

I have been trying to get DPP statement since 2 months now, called more than 20 times, visited 2-3 stores, I still didn’t get it yet. Why is it that difficult to get the same statement that you also need when someone switches in to xfinity from another provider, Is this a kind of vendetta?

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@user_qw0ifk Thanks for making us aware that you're having trouble connecting to the Xfinity Stream app while away from home. Have you tried updating the location on the app to appear as away? This will help provide the channels available while not c

XfinityRaul

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14 minutes ago

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Streaming while I’m not at my home Wi-Fi

I am having a hard time connecting on Xfinity stream. I am away from my home Wi-Fi.

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Necesito hablar con un agente directo no con IA

Necesito cancelar permanentemente el servicio de Internet de mi antigua dirección en Dacula. Ya no vivo allí y llevo tiempo intentando cancelar. No quiero transferir ni mover el servicio. Quiero que quede desconectado y necesito confirmación por escrito de la fecha efectiva de cancelación y del sald

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Customer Service

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Thank you for reaching out to our team about that issue with that channel. If you are still experiencing that issue I will be happy to look further into that from here.

XfinityJohnG

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15 minutes ago

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Error XRE-03137 for 3 days Me TV

I receive error XRE-03137 every time I try to tune in to Me TV or Me TV HD. These channels will also not play on the Stream app. I have refreshed the cable box and all that. 3 days running so far. There's clearly a problem with the signal between Me TV and Xfinity...not on my end. I just want to rep

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I wish it was actually that easy you made it sound like!!

user_wyt7a1

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15 minutes ago

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Device Payment Plan Statement

I have been trying to get DPP statement since 2 months now, called more than 20 times, visited 2-3 stores, I still didn’t get it yet. Why is it that difficult to get the same statement that you also need when someone switches in to xfinity from another provider, Is this a kind of vendetta?

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Hello user_vlfkg8 There is just a primary account holder, but you are able to establish your wife as what is known as an authorized account manager. That process is actually really easy, and if you take a look at the link I included here below it w

XfinityTommy

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15 minutes ago

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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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user_ea3e48 Thanks for posting on our Community Forums. I apologize that the website was giving you some trouble on the last day of the promotion, and can certainly understand that it would be frustrating to miss out on a great deal like that. My tea

XfinityThomasD

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16 minutes ago

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Samsung device purchase with extra $600 savings

Last night I tried over and over again to buy Samsung s26 ultra with the $600 savings on top of trade in value. It was a promo that was set to expire yesterday. When I could not get it to work, I tried claimed the members reward promotion which was also a $600 savings on top of trade in value on any

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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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Billing

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user_rm6zx0 - Thank you for your feedback and for joining us here on the Xfinity Forums. We appreciate you taking advantage of our self-service tools to check your account status. Keeping our services accessible, reliable, and performing at their bes

XfinityThomasA

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18 minutes ago

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Router connection to internet drops constantly

Internet connection has been dropping continuously for the last 10 days. Xfinity outage map showed an outage at my home but no where else in my area. Tried multiple recommendations to resolve the issue. Went to Verizon store last Monday and received a replacement shrink-wrapped (not in a box as expe

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Move lines from old utility pole to new one

JCP&L installed a new pole three weeks ago and we are waiting for Comcast to move their wires to the new pole.

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Customer Service

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Term account

I’m moving out of the area & daughter has dropped off box to the office. They told her that just because she turned it in doesn’t cancel service and my house is up for sale and I need it closed!

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Your Home Network

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Hello user_4iw88q. You were successful in sending us a direct message. You just need to head back into the direct message area to find our reply to your message. The icon is the square chat icon in the upper right corner of your screen next to the be

XfinityTommy

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21 minutes ago

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Xfinity support

About two months ago, Xfinity was working on my neighbors lawn and they cut my invisible dog fence and I have called multiple times and and nothing has been resolved. I would like a property-damage claim/ticket number in writing.

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@user_lbo4rk I appreciate you sending the direct message with the requested information. I'll follow up with you there to get that ticket opened.

XfinityJustinC

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21 minutes ago

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How do I file a complaint about shotty workmanship during a service appointment?

Recently, a service appointment was completed to have service restored after an outage caused by a cut service line. The technician could easily identify what occurred, and replaced the line, but the line he replaced with is not long enough to be buried underground. No slack, stretched in the air fo

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user_o782xk My team can help you obtain the device balance statement. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top r

XfinityEmilyB

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22 minutes ago

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Invoice for Device Payout

I have spent the last 2 hours trying to get an Xfinity Agent to provide me with an invoice showing the exact amount left to pay on two devices. After speaking with 9 representatives, I still do not have this information. I do not need my monthly bill--it does not show the full payoff amount of the d

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