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@XfinitySara Dropping it off at a UPS Store will work best as that is closer to me than an Xfinity Store. Is it specifically a UPS Store or can I go to a UPS drop-off location like Staples? Thank you again for your help!
Sent 2 Modems and More Issues
Hello, I recently upgraded my internet service that comes with Peacock Premium and Disney+Hulu. Here are my current issues: Sent 2 XFI modems, how do I send the extra and old modem back? I activated new XFI modem on the app, my account shows pending activation (is this modem specific?) Unable to cre
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I'm so glad most of this has been resolved, @user_fro8us! Thanks for taking the time to circle back around and let me know. If you cannot see any of the equipment you need to return online (app or return center), then your next best option is to take
Sent 2 Modems and More Issues
Hello, I recently upgraded my internet service that comes with Peacock Premium and Disney+Hulu. Here are my current issues: Sent 2 XFI modems, how do I send the extra and old modem back? I activated new XFI modem on the app, my account shows pending activation (is this modem specific?) Unable to cre
Question
@johndeb610 @user_yxp6gi @XfinitySara Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored. Please see this post about direct messaging the support te
Outages in my area
Outages are becoming a normal weekly thing in my area that sometimes lasts for an hour or more. My area never had these problems before the upgrades were done. This really needs to be looked into because no one area should have outages this frequently.
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My tivo stopped workins and have received the v58 code. Would like to see if it can be re-paired/fixed. Plz help
How to Direct Message
I do not see the direct message feature. I need to turn off internal voice mail and the directions say to send a direct message. I don't see the "text bubble" to do this. Please help.
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Hello, @user_mket9s! It sounds like your mail client and our servers have stopped speaking the same language. This "Incorrect Password" loop is a common hiccup with IMAP accounts, often triggered by a security update or a sync error rather than an ac
My email won’t update.
My email won’t update. I am receiving an error message that says, Password Incorrect, enter the password for the IMAP account “Comcast”. When I type in my password, the error message returns. Please help.
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user_79dj3x Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear that you had issues with your services last night and this morning. It sounds like you experienced an interruption of service, possibly due to
WiFi
Why was my Wi-Fi out last night starting around 9 o’clock until about 10 o’clock this morning on Ladys Island South Carolina
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@user_e1fmq2 there is no charge to exchange an Xfinity leased modem. We can ship one, or you can pick one up at an Xfinity store. But there is a chance that the issue is not modem.
INTERNET BOX
Just have a question regarding my internet box. it doesn't seem to keep service very well. if i trade it in for a new but same model box) I was told that I would be charged for it? if it's not working and I'm already getting billed for this by renting it why would i be charged for an equipment that
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First. Please try starting here if you wish; https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
Internet issues
My internet speeds are very slow. Less than 6 Mbps download and less than 20 Mbps upload. Drops are frequent. Speed tested several ways and all results are similar. XFINITY AI Assistant troublshooting process did not resolve issue. Considering changing ISP.
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Xfinity out… again
we haven’t had Internet for two days now. Apparently yesterday was supposed to be a planned upgrade, but today the app is saying that there’s an unexpected outage. 48 hours without Internet when you work from home is utterly unacceptable, and I am seriously planning on switching to AT&T after this.
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Your Home Network
Your level of service being how fast your internet is. If you are on a faster speed tier, the XB7 or XB8 are the usual gateways used. If you are currently using one of our gateways, you can switch it out at a local XFINITY store, or we can have one s
equipment upgrade
I received an email from Xfinity suggesting an equipment upgrade but it does not say which model I would be getting? How can i find out? I did get this information from their chatbot: The replacement Wi-Fi gateway, specifically the Xfinity Advanced Gateway (XB7 and higher), does have four Ethernet p
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@user_zg50ac Thanks for bringing your concerns to our attention. Our team is here to help. Have you had the chance to check the connections to your modem, router and at the wall outlet to confirm everything is finger tight and secure? Did the tech me
Internet keeps dropping with DS Profile Assignment Change in Cable Modem Log
I am currently using a Motorola MB8611 cable modem which has been in service for the past couple of years without issue. My internet keeps dropping for a couple of minutes intermittently with the event log entry of DS Profile Assignment Change and then reconnects without me having to reboot the mode
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Thank you, Jeff. I'd prefer to share account details privately. I'll send you a Direct Message now with the relevant info. Please let me know if you don't receive it.
Cancellation Confirmation Needed — Account Disconnected 03/09/2026, Equipment Returned Same Day
I canceled my Xfinity Internet and TV service in person at an Xfinity Store in Houston, TX on March 9, 2026 and returned all equipment at that time (return receipt obtained). My Xfinity app confirms the account is "Disconnected" and shows "You're no longer with Xfinity." However, I have not received
Question
I also received the V58 code, with no notification. Looking for direct message link, which does not seem to be available
TiVo Stopped Working: Channel Not Authorized (V58)
Hello. One of my TiVos stopped working, displaying the message that the channel is not authorized and that I should contact my cable company. So I did, and ultimately learned, after 2 or 3 calls and a visit by a tech, that cable cards are no longer supported by Xfinity, and that my TiVo was obsolete
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Been out for 2 days now, service gets more and more expensive and performance is worse and worse… and zero customer service other than overseas call centers and chatbots. If they didn’t have a virtual monopoly in Houston I would’ve been gone a long
Complaint. Service outage
Internet Service has been out for over 9 hours. Tried to get a service rep and was told I can’t because the internet is down. That’s just ridiculous. I pay handsomely for a service and can’t even talk to a rep!?!
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Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
WiFi
Why was my Wi-Fi out last night starting around 9 o’clock until about 10 o’clock this morning on Ladys Island South Carolina
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user_1546b9 My apologies for the link, I fixed it. The link provides some additional information on compatibility for devices, and a link the hotspot map. Additionally, there is a difference between "xinfitywifi" and "XFINITY" for hotspots. The
Xfinity hotspot doesn't have internet access.
A hotspot I frequently depend on is currently offline, and the only way I've discovered to fix this is by sending a direct message on the forum. I hope this gets resolved soon, as hotspots in my area tend to be unpredictable. If anyone has an alternative solution, I would appreciate hearing about it
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Hi there. May I have you send a private message in order to discuss account details.
free line and gift card
Greetings. I am disappointed with NOW mobile. I was promised a free line with service and also a gift card I was told was "in the mail" I have received neither. The gift card was supposed to have been for transferring out of my prior mobile phone. I spoke with an agent who gave me a ticket number an
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user_te49rv, Thank you for reaching out to Xfinity Support. I am sorry to hear you want to cancel your service. I can help. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”.
XfinityAngie
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Cancel services
Please could you cancel all services
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