Xfinity Community Forum

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@XfinityCarolyn please reply back to me

user_6ok25y

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11 seconds ago

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Why Was I Not Told About $100 Installation Fee Before Transferring?

I recently moved to a new address and initially contacted customer service to cancel my Xfinity service. During that call, the representative encouraged me to continue my service at the new address, and I agreed. However, I was not informed that my new address is considered a primary address that ha

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@user_ppk2ud Thanks for reaching out to us, we do apologize for any inconvenience what you're having with your buyout promotion. You've reached out to the right team to help you get this resolved! To get started go ahead and send me a direct

XfinityOrlandoM

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1 minute ago

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Trade in a 16 pro max for a 17 program with the buy out promotion and still no prepaid card

I have had enough of back-and-forth with customer service, of hanging up the phone, of lying, and of pretending to transfer you to people who can help. THIS HAS BEEN THE WORST EXPERIENCE WITH A COMPANY'S CUSTOMER SERVICE. No one can give you a solution, and when they escalate an issue, they PROMISE

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I was told that Appletv was included with peacock, but that is not true.

user_8tjjn3

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3 minutes ago

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streamsaver: Apple TV+

I subscribed to the screensaver package for Netflix, Peacock, and Apple TV+ a few months. Everything was working fine until two weeks ago. I went to enter the Apple TV+ application, but didn't get the normal sign in page. Instead, a gray screen came up instructing me to sign in to my Apple TV+ accou

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Ok perfect, thank you for the clarification @user_ntz6jp, we can take a look at the account and see if there are any orders we can see. Could you please send our team a direct message with your full name and full address?To send a direct message

XfinityJeff

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3 minutes ago

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new router package shipped to me

I talked with a lady yesterday on the phone. I told her I needed a new wall adapter for my router and she was trying to direct me to customer service number and I stated to her I already tried the number and its all automated and I cannot talk to human. I told her what I needed and she said she woul

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I have multiple mobile phone lines. Two of the lines have unlimited data, the older pre-2024 type I was exploring the xfinity mobile portal website and saw information about the new unlimited plans https://www.xfinity.com/mobile/my-account/settings/l

MrNJ

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5 minutes ago

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Dear Xfinity, please catch up to optimum speeds

I am in xfinity area and I have a $15 internet plan (essentials something or other). It gets me 75Mbps My parents are in the optimum area. I was helping them set up an optimum $15 plan Turns out their service (same cost, $15 all-in) is 100Mbps I respectfully request for xfinity to match the competit

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Trade in a 16 pro max for a 17 program with the buy out promotion and still no prepaid card

I have had enough of back-and-forth with customer service, of hanging up the phone, of lying, and of pretending to transfer you to people who can help. THIS HAS BEEN THE WORST EXPERIENCE WITH A COMPANY'S CUSTOMER SERVICE. No one can give you a solution, and when they escalate an issue, they PROMISE

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Customer Service

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@user_8xs7h5, We appreciate your tenure and would definitely recommend that you consider one of our current packages that include unlimited data. We can see about the current data overage and discuss options with you. Please send a direct message to

XfinityFrank

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5 minutes ago

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Why am I being denied a courtesy month, which is due to me according to my agreement?

I exceeded the data cap in Dec 2025, for the first time in over 12 months. The Usage page message changed to "You have just used your courtesy month". I was billed for the data overage in full in February, despite chatting with a customer service rep before the autopay was processed and being assure

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Hello, @user_ownerk thank you for reaching over Xfinity Forums. I'm glad our helpful Forums expert @EG was able to bring your post to my attention. I understand where you're coming from with billing not matching to what you were expecting. From exper

XfinityJustinC

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5 minutes ago

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Fees

I am not satisfied with using Xfinity as my service provider. I switched to them because they we’re supposed to be only $50 a month but they seem to always have a surprise fee to add to the bill each month making it the same $75 as other companies. Don’t be fooled by their advertised price like I wa

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UPDATE: I ended up getting the free modem/router combo from Xfinity with an ugprade to the 1GB package. So far, so good. No outages, BUT, I am only getting on average 200-250mbps. The Xfinity App tells me to re-start the gate

BRADPAN75

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6 minutes ago

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Intermittent Slow internet outages - SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

I have Xfinity internet with a Netgear Modem and Netgear Nighthawk Wifi router. I typically get 350-450 mbps, more or less depending on the day. For the past week I started getting outages where it slows down to 20 mbps, or even down 5 mbps. When it does this, I reset the modem and router and it goe

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It got damaged and does not work therefore my wifi isn't working and hasn't been since last weekend.

user_ntz6jp

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6 minutes ago

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new router package shipped to me

I talked with a lady yesterday on the phone. I told her I needed a new wall adapter for my router and she was trying to direct me to customer service number and I stated to her I already tried the number and its all automated and I cannot talk to human. I told her what I needed and she said she woul

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report downed wires

how do i report downed xfinity wires at my home????? Your customer service is HORRIBLE!!!! I have called, text but can't get an answer, automated system keeps asking unrelated questions. I pay too much money for [Edited: "Profanity"] customer service!! There are wires down from the "blizzard". I wai

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Customer Service

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The adapter that provides the router with power that gets plugged into the power outlet on my wall.

user_ntz6jp

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7 minutes ago

to the conversation:

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new router package shipped to me

I talked with a lady yesterday on the phone. I told her I needed a new wall adapter for my router and she was trying to direct me to customer service number and I stated to her I already tried the number and its all automated and I cannot talk to human. I told her what I needed and she said she woul

Question

@user_1olcrl Thanks for reaching out to us we do apologize for any inconvenience, you have reached out to the right team to get this corrected for you. To get started please send me a direct message including your first and last name and comp

XfinityOrlandoM

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9 minutes ago

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Installation failure

This is an escalation regarding an extremely poor customer experience related to our pending Xfinity installation. On January 20, 2026, we signed up for service through a local sales representative for the $50 Promo plan with the $200 gift card promotion and paid the $25 deposit. This agreement was

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Greetings @user_ntz6jp, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear that you have not yet received any communication about the order that was supposed to have been placed, but you ha

XfinityJeff

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9 minutes ago

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new router package shipped to me

I talked with a lady yesterday on the phone. I told her I needed a new wall adapter for my router and she was trying to direct me to customer service number and I stated to her I already tried the number and its all automated and I cannot talk to human. I told her what I needed and she said she woul

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user_882t59 Hi there! Thanks for using our Forums and our team is here happy to look into the account to make sure everything looks good after the changes. Normally we bill in advance so if you made a change to cancel the account there should be some

XfinityJorge

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9 minutes ago

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Cancelling service

I can't figure out how else to get this question answered, since calling didn't help. I spent a while on the phone with a customer service rep on March 2 2026, and was finally able to cancel my services. They verified March 2 would be my end date, but I still got billed for next month today March 5.

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NhanNgo041942, Hi there! Thanks for taking the time out of your Thursday to reach out. I can understand the concern and confusion with getting those notifications you don't want. You've come to the right place. We can help get this taken care of for

XfinityGabriel

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9 minutes ago

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How do I unjoin this

I do not want to join xfinity forum. Not sure I got here. Please delete my account. I’m 84 years old. I’m getting notifications I do not want.

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No, I am still pending a resolution.

user_1olcrl

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10 minutes ago

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Installation failure

This is an escalation regarding an extremely poor customer experience related to our pending Xfinity installation. On January 20, 2026, we signed up for service through a local sales representative for the $50 Promo plan with the $200 gift card promotion and paid the $25 deposit. This agreement was

Question

Quite welcome @XfinityJeff !

EG

replied

11 minutes ago

to the conversation:

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Intermittent Slow internet outages - SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

I have Xfinity internet with a Netgear Modem and Netgear Nighthawk Wifi router. I typically get 350-450 mbps, more or less depending on the day. For the past week I started getting outages where it slows down to 20 mbps, or even down 5 mbps. When it does this, I reset the modem and router and it goe

Question

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

EG

commented

13 minutes ago

to the conversation:

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Fees

I am not satisfied with using Xfinity as my service provider. I switched to them because they we’re supposed to be only $50 a month but they seem to always have a surprise fee to add to the bill each month making it the same $75 as other companies. Don’t be fooled by their advertised price like I wa

Question

Open the app. The app poses the question, "Welcome back, Linda! What would you like to do today? " Below this question appears several blue/purplish buttons, the first being "Check email." This button takes you away from the "overview" t

Linda143

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13 minutes ago

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I have problems accessing my emails from the xfinity app

I used to able to open the xfinity app, touch the email blue button, and the emails appeared. It not longer works. I must ask the Assistant for a link to my emails. What is going on to require this work around?

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