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@user_jh464n Thanks for clarifying. If you have an active account, it most likely means you're not signing in with the right Xfinity credentials. I recommend signing in and if you see two different addresses, select the correct address as your ID can
Access Not Authorized – Xfinity ID not recognized as an Xfinity user
Hello, I am the primary account holder and I currently have active Xfinity Internet and Xfinity Mobile service with 3 mobile lines. When I sign in to my Xfinity account, I receive this message: “Access not Authorized. You signed in successfully, but you must be an Xfinity user to enjoy this service.
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user_5pzdfb Thank you for sending over the information we asked for! I look forward to working with you today.
Unlimited Data Add-On
This option does not appear to my list of add-ons, when I go to change my data plan or upgrade my equipment I cannot change any options. How do I keep my current equipment and include unlimited data caps?
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user_0zkxxj Our Digital Care Team can help with your cancellation request. Please send us a Direct Message with your full name and service address, and we'll take a look at the account and help move things forward. It's also great that your friend ca
Need to cancel Internet service while I’m outside the US
Hi, I’m currently outside the United States and cannot call customer support. I need to cancel my Xfinity Internet service. The Xfinity Assistant keeps looping and won’t connect me to a live agent. Could someone from the Digital Care Team please assist me with cancelling my service? My friend will r
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@DeadlyPhoenix Thanks for getting back to us, Our team is here to help. Having a tech out would be a $100 charge for a normal outlet installation. If wall fishing is needed you would need an electrician to come out, or you could use Hello Tech. Here'
Coax outlet
This is my first time getting my own internet (im 23) so I didnt know I needed a coax outlet. I cannot find one in my house that isnt being used so I was wondering how much a outlet installation would cost and how soon my internet could be up and running.
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Yes, I’m still having the same issue. I’ve tried signing in again and again, but I keep getting the same message and I still can’t access my account. I’ve already tried the troubleshooting steps, but nothing has worked so far. Could you please help m
Access Not Authorized – Xfinity ID not recognized as an Xfinity user
Hello, I am the primary account holder and I currently have active Xfinity Internet and Xfinity Mobile service with 3 mobile lines. When I sign in to my Xfinity account, I receive this message: “Access not Authorized. You signed in successfully, but you must be an Xfinity user to enjoy this service.
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user_j4st2i You're welcome! Please let us know the outcome, and if there is anything else we can do to help!
Inadvertently deleted emails
"I am involved in an active lawsuit, and critical legal evidence was accidentally deleted via an automated folder setting. I need a Tier 2 technician to check the server-side archival logs to see if they can pull a snapshot of my mailbox from 12/31/25-2/14/26.
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Account Closed in Error – Need Service Restored + Move Scheduled for 9/3
Hi, I scheduled a move/transfer of service to a new address effective September 3, but my account was closed instead of transferred. I need this corrected as follows: - Restore active service at my current address immediately, under my existing plan (same plan/package I had prior to the account bein
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Your Home Network
@user_1xjryj Our team is here to help. I have more questions to ask, so we can isolate the issue and resolve this for you. Thanks for letting us know its only Bravo that you're having an issue with. Can you unplug your device that you're watching on
Bravo Sound on Cable TV stutters
For some reason the sound on my Bravo live channel stutters in and out making it impossible to watch. Recorded shows on DVR also have this issue. I just had a technician check my line and replace the cable box but the sound is still off. With TV sound and sound bar sound, results are the same. Techn
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Reizo I would be happy to to review your account, and help with shipping out new equipment or where to go to exchange it. To get started, please send a direct message with your full name and address. How to Send Us a Direct Message: Cl
Disney+ keeps freezing on commercials
Disney+ keeps freezing on commercials - makes it an excruciating experience to watch. Why is this fixed yet? There have been complaints about this for years!!!!
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@user_w0w287 Thanks for reaching out. We apologize for the inconvenience with your trade-in credits or free mobile line. Since a few days have passed since your post, have you had a chance to contact our mobile experts for help resolving your concern
Trade in fraud
We have started the service with Xfinity for thanksgiving deal . we had some issues in porting our numbers from different carrier and store person created two orders and said he will work with customer service for one free line offer . one free line with home internet and two trade in iPhone 13 pro
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The link: https://www.xfinity.com/support/articles/id11-channel-lineup can be helpful in locating your channel lineup for your address. It does appear AXSTV is a TVGO channel.
Xfinity Stream on Roku Ultra : AXS TV channel
I recently ditched my old Xfinity Cable TV XG1v4 DVR and am now going all internet TV using the Xfinity Stream App on my Roku Ultra. I have the Xfinity TV Premium channel lineup (which I think includes pretty much all channels). One channel I am missing is the AXS TV channel. Doing some research, I
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@user_jh464n Thanks for reaching out to us. Are you still having iss
Access Not Authorized – Xfinity ID not recognized as an Xfinity user
Hello, I am the primary account holder and I currently have active Xfinity Internet and Xfinity Mobile service with 3 mobile lines. When I sign in to my Xfinity account, I receive this message: “Access not Authorized. You signed in successfully, but you must be an Xfinity user to enjoy this service.
Question
@XfinityQuemekia This is the first time anyone has suggested it. They simply confirmed that my current equipment was compatible with Disney+.
Disney+ keeps freezing on commercials
Disney+ keeps freezing on commercials - makes it an excruciating experience to watch. Why is this fixed yet? There have been complaints about this for years!!!!
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FTTP/EPON ONT has POWER but no PON/ONLINE after outage - need Advanced Repair / provisioning check
I have Xfinity FTTP/EPON service with a separate Xfinity fiber ONT feeding an XB8 gateway. The ONT currently has POWER only. PON and ONLINE are both dark. Before the most recent power cycle, the ONT had POWER, PON and ONLINE all green. After the outage/power cycle it has failed to reacquire PON/ONLI
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Your Home Network
Very Noticeable Latency Spikes at first Xfinity hop under downstream load even with clean RF/FEC
I’m seeing reproducible severe downstream latency under load. My LAN gateway remains around 0.3 ms and my Hitron CODA56 management interface remains around 1–2 ms, while Comcast’s first routed hop rises from roughly 13 ms into the 200–450 ms range. External destinations such as 1.1.1.1 rise by essen
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Your Home Network
Need to cancel Internet service while I’m outside the US
Hi, I’m currently outside the United States and cannot call customer support. I need to cancel my Xfinity Internet service. The Xfinity Assistant keeps looping and won’t connect me to a live agent. Could someone from the Digital Care Team please assist me with cancelling my service? My friend will r
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Customer Service
Canceled account still billed
My account was closed on August 7 and yet I was billed for another month on August 8. Please close my account and refund my money.
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Billing
@XfinityShawn I only know of one outlet in the house and its in use by the whole family's wifi.
Coax outlet
This is my first time getting my own internet (im 23) so I didnt know I needed a coax outlet. I cannot find one in my house that isnt being used so I was wondering how much a outlet installation would cost and how soon my internet could be up and running.
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Thank you for reaching out @user_stcg5u The way the system works is that the requested stop date is the last billable day, but the work order completes within 14 days of that date. Your MyAccount and autopay goes off the last statement balance, there
XfinityDena
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Canceled account still billed
My account was closed on August 7 and yet I was billed for another month on August 8. Please close my account and refund my money.
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