Xfinity Community Forum

Mobile Billing issue

Dear Xfinity Executive Escalation Team, I am writing to formally escalate an unresolved billing issue involving Xfinity Mobile and the failure to honor a promotional offer for 12 months of free mobile service. Despite spending hours working with customer support across multiple chat sessions and pho

Question

•

Billing

19

3

0

@somerset_queen, I’m sorry your internet keeps shutting off, especially when the service status shows everything is fine. I understand how frustrating it is to have repeated interruptions without any indication of an outage. Let’s take a

XfinityCarolyn

commented

9 hours ago

to the conversation:

0

S

Why is my service keep shutting off

My service keeps shutting off and every time it shuts off when I get on my phone operated with a different company it says that my service is at perfectly fine but yet my internet keeps going down

Question

No. I’ve had service there for a few years, linking accounts is impossible. Seems like someone needs to do something on back end

4sullivans

replied

9 hours ago

to the conversation:

0

Can’t link accounts; address invalid

I’ve spent over an hour on the phone with Xfinity trying to link my two accounts. Keeps showing “ address invalid”. Can someone at xfinity fix this?

Question

Hello 4sullivans, thank you for reaching out here in our Xfinity Community forum. We're happy you're here, and happy to help. I am sad to hear you're having issues, and we will be happy to help. Did you try going to xfinity.com/getstarted? I have had

XfinityJeffB

commented

9 hours ago

to the conversation:

0

1

Can’t link accounts; address invalid

I’ve spent over an hour on the phone with Xfinity trying to link my two accounts. Keeps showing “ address invalid”. Can someone at xfinity fix this?

Question

U

Accepted Solution

Xfinity Mobile sent my account to Credence after I struggled to cancel an unused phone line

Xfinity Mobile cancellation issues turned into months of collection calls — requesting executive assistance I’m hoping someone from Xfinity’s Executive Customer Relations team can help me resolve an incredibly frustrating experience with my former Xfinity Mobile account. When my ex-girlfriend and I

Question

•

Billing

17

1

0

U

does "up to" mean that it's ok to only get 6mbps when I pay for "up to 300mbps"???

I've occasionally run into not being able to open a basic webpage and started running tests. Today I've ranged from 6-39 mbps down and 3-44 mbps up. I don't need much, 200/200 Ziply was more than enough for me before, is this normal? Can I do anything? Shouldn't there be a minimum speed?

Question

•

Your Home Network

8

0

Can’t link accounts; address invalid

I’ve spent over an hour on the phone with Xfinity trying to link my two accounts. Keeps showing “ address invalid”. Can someone at xfinity fix this?

Question

•

Sign-In and Account Management

16

2

0

Hi there, @user_ul3l35! Thanks for letting us know that you need some more time to make your payment. You can see how to set up a payment arrangement here, https://www.xfinity.com/support/articles/set-up-payment-arrangement. Your account would need t

XfinityRay

commented

9 hours ago

to the conversation:

0

U

Change billing date

I am on auto pay and am short on money. Can I change billing date

Question

M

@XfinityAlfonso [Edited: "Personal Information”]

mowiebo

replied

9 hours ago

to the conversation:

0

Q

XFINITY Deliberately misleading people about free mobile select for a year

I have an xfinity internet plan and on the app under membership benefits it said, "Your Xfinity Internet comes with one line of Mobile Select on us for a year. Add your line" I clicked to add the line got the phone and when the first bill came they charged $40 for the mobile select. I reached out wa

Question

M

@XfinityAlfonso [Edited: "Personal Information”]

mowiebo

commented

9 hours ago

to the conversation:

0

M

Mobile Billing issue

Dear Xfinity Executive Escalation Team, I am writing to formally escalate an unresolved billing issue involving Xfinity Mobile and the failure to honor a promotional offer for 12 months of free mobile service. Despite spending hours working with customer support across multiple chat sessions and pho

Question

Hey there, @Buddy_SF0, thanks for reaching out through Xfinity Forums regarding your modem and equipment. We are happy to take a look at your account. Can you please send us a direct message with your full name and your full address? How to Send Us

XfinityJeniece

commented

9 hours ago

to the conversation:

0

B

OK Xfinity, I officially give up

We have been promised for a couple of years that the XB10 modem was coming ~ last year I was told it would be available by the end of 2025, now it is almost the end of 2026 and still no XB10. I went to the Xfinity store near my home last week and a rep told me to call & a new XB10 would be shipped t

Question

Hey there user_ogrnpa 👋 Thanks for joining us in the community! We never want any changes to your account to take place without your full consent and approval, so we'd be more than happy to look into this further for you. I see you've already sent u

XfinitySeth

commented

9 hours ago

to the conversation:

0

U

Billing and Mobile Line Discrepancy

An agent added an unwanted mobile line to my account during a plan change chat today, and my confirmation email pricing is wrong. I need assistance from an official employee to fix this.

Question

Hey there user_pnfurv thanks so much for taking the time to reach out here via our Xfinity Forums! When attempting to do this via the Xfinity App, what options are you seeing under WiFi--- WiFi Password--- Edit WiFi Settings?

XfinityAlfonso

commented

9 hours ago

to the conversation:

0

U

2.4 Ghz with XB8

Hi There. I have smart lights that require a 2.4 GHz connection. My version of router does not allow me to change in app. Can you olease help me set up individual bands for the 2.4 GHz and all individually? [Edited: "Personal Information"]

Question

Oh, wow. This sounds like a frustrating experience, @user_wih35c. I would be sad too if I couldn't order my new phone. We gladly review the account and see how we may be able to assist with this dilemma. Please send your name and complete service add

XfinityLinda

commented

9 hours ago

to the conversation:

0

U

Lost "1 year free line" promo due to Xfinity shipping error / order cancellation

I’m reaching out because I need someone with the authorization to fix a promotional mistake made by Xfinity support. Recently, I bought a new phone and signed up for the "one year free phone line" promotion. Xfinity accidentally shipped the phone to my old address by using my billing address on file

Question

Hey there, @user_pctgsu, thanks for reaching out through Xfinity Forums regarding your refund balance. We are happy to take a look at the details on our end. Can you please send us a direct message with your full name and your full address? How to

XfinityJeniece

commented

9 hours ago

to the conversation:

0

U

Mastercard Refund Balance

I go to the site to look for my balance and I get a 404 error code

Question

I'm having the same issue. I called a few weeks ago and after troubleshooting which seemed forever, she finally said there has been an issue since the beginning of Sept. I called again today Oct. 27, again did troubleshooting but nothing helped. She

sflick2

commented

9 hours ago

to the conversation:

0

U

Web Stream Portal: In-Progress DVR Recordings Disable Fast Forward (Metadata/Duration Bug)

Over the past week, I have been unable to fast-forward in-progress ("in-flight") Cloud DVR recordings when watching via the web portal on Windows 11. The Symptoms: The Fast-Forward / Skip Forward button is completely disabled/greyed out in the web player. The scrub bar registers as filled to the end

Question

user_ldtd1z It looks like a square speech bubble or chat symbol.

XfinityVictor

replied

9 hours ago

to the conversation:

0

U

Veteran Discount

I'm not getting my veteran discount. My bill is going up and up and up.

Question

https://www.google.com/search?q=do+xfinity+pods+support+ethernet+backhaul&rlz=1C1CHBF_enUS937US937&oq=do+xfinity+pods+support+ethernet+backhaul&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIHCAEQIRigATIHCAIQIRigATIHCAMQIRigATIHCAQQIRiPAjIHCAUQIRiPAtIBCj

EG

commented

9 hours ago

to the conversation:

0

B

EXTENDER INTERNET SOURCE

I purchased a wi-fi extender for an area that needs the boost. I plugged an ethernet cord into the device and have two questions regarding this; 1) Does the Wi-Fi extender utilize the ethernet connection as the source of it's internet? 2) Does the dual ethernet connection on the bottom of the device

Question

I'm having the same issue. I called a few weeks ago and after troubleshooting which seemed forever, she finally said there has been an issue since the beginning of Sept. I called again today Oct. 27, again did troubleshooting but nothing helped. She

sflick2

replied

9 hours ago

to the conversation:

0

U

Web Stream Portal: In-Progress DVR Recordings Disable Fast Forward (Metadata/Duration Bug)

Over the past week, I have been unable to fast-forward in-progress ("in-flight") Cloud DVR recordings when watching via the web portal on Windows 11. The Symptoms: The Fast-Forward / Skip Forward button is completely disabled/greyed out in the web player. The scrub bar registers as filled to the end

Question

Thanks for meeting us here in our community about your trade-in concerns, @user_x8jxol. It can take a few days to process, but we'll gladly look into this for you. Please send us a Direct Message with your name and complete service address? To

XfinityLinda

commented

9 hours ago

to the conversation:

0

U

Trade in deadline

Hello. I sent my trade-in and tracking confirmation was delivered on 10.22.26 but when i logged into my account to check the status. It is now saying my trade in offered expired, 10.26. Any idea why there is a gap with Assurant and Xfinity?

Question