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Speaking to an actual person - You need to choose "Disconnect Service"
Recently I tried to understand why a router/modem that I ordered hadn't been delivered. I used the chat channel 3 times, and each time was assured it was on the way, but never got a confirmation. I knew I needed to speak to one of the comcast employees who are actually really helpful once you get to
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Customer Service
user_65f4ym If you can't access the Xfinity Gateway Admin Tool with the default login, and password it may have been changed at one point. The only way to reset it back to default is a factory reset of the Xfinity Gateway.
Gaming Help (Xbox series X)
Hello so my NAT type is essentially closed and i’ve been trying to change it to open. I’ve tried port forwarding but that didn’t work. So I found out there’s a setting on https://10.0.0.1 i’d have to change but for some reason it claims that my login I use on Xfinity is incorrect. The login located
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Owner of account deceased
How do I send a death certificate to be cleared of charges?
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Customer Service
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
Symmetrical Internet Peachtree City
Hi, when is the timeline for symmetrical internet speeds in Peachtree City, GA
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user_jueznf Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and se
Error TVAPP-00277
Error TVAPP-00277, cannot play live channels on xfinity app with Samsung tv
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user_872cdc I'm terribly sorry to hear about your experience, and our team can help however we can and have the XM Executive Team look into this as well. Please send our team a direct message with your full name and address. To send a Direct Message:
Formal Complaint Regarding Unauthorized Xfinity Mobile Account Creation
On November 10, I contacted Xfinity Mobile to inquire about switching from Verizon. The sales representative BP-ACRUZ673 provided pricing information, and I clearly stated that I would follow up after speaking with Verizon. Despite this, the representative insisted on calling me back. While I was on
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user_6isclw, Hey there. The last message we sent was that we need to send over an authentication code that will last for 15 minutes once it is sent. Would a text or an email code be more convenient for you?
billing disputes
I am being charged over $200 (a set up charge) for NBA league pass. I did not approve of this purchase, I do not want it and I can't seem to talk to anyone that can remove it from my bill. I have been working on having it removed rom the day I saw it on my account. I have talk to multiple people on
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Hello @user_ebxjov we can definitely help with your line if it has been damaged as well. Please send us a direct message with your full name and service address to get started. Make sure you are signed in here in the Xfinity Forum. Click "Si
At&T cut my internet and now I have no service
Contractors cut my internet line and now there is no appointments until Saturday. I tried to get on waitlist with no luck. I need this escalated since I work from home. This wasn't my fault and AT&T States that I need to call Xfinity to fix. I believe this should be a priority. Please help if you ca
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I’m using only the equipment provided by xfinity (XB8), I’m not hardwired when trying to access https://10.0.0.1 but the Xbox is hardwired to the modem.
Gaming Help (Xbox series X)
Hello so my NAT type is essentially closed and i’ve been trying to change it to open. I’ve tried port forwarding but that didn’t work. So I found out there’s a setting on https://10.0.0.1 i’d have to change but for some reason it claims that my login I use on Xfinity is incorrect. The login located
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No, I have not received a response yet
billing disputes
I am being charged over $200 (a set up charge) for NBA league pass. I did not approve of this purchase, I do not want it and I can't seem to talk to anyone that can remove it from my bill. I have been working on having it removed rom the day I saw it on my account. I have talk to multiple people on
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@XfinityRoberto of course I’ve been monitoring each outage. I feel like I work there at this point. No reason and they just extended a FOUR hour outage eta. It’s maddening at this point. No one cares at your company. This forum should solution or no
Internet
The past month has been filled with area outages affecting Internet availability in my neighborhood. it is affecting my work and productivity and then also my families downtime on the weekends. there’s never a reason offered for these outages and the ETA of fix is always wrong and extended. when the
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Hi there @907Sparky! Sorry to hear you are having a difficult time adding the line. May I please ask that you send us a direct message with your full name and service address? To send a direct message: • Make sure you
Tokenization Request is declined. Reason code 481 Reason Message: The order has been rejected by Decision Manager
Facing issue for last 3 days. Yesterday customer care representative working tp activate the mobile line and faced issue that my credit card is not working (Tried all working credit cards), then they asked me to use xfinity app to activate for which getting error Tokenization Request is declined. Re
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user_v27rey Hi there! Thanks for using our Forums and for contacting our Xfinity Support Team. We are here happy to help you go over you plan and to see what is going on with the recent plan change. To get started can you shoot us over a DM with your
Internet speed plan changed without my consent!
I originally signed up for the 600 Mbps internet service for $45 per month for the first year. After just over six months, I checked my bill and noticed that my internet speed had been changed to 1 Gbps, and my monthly bill increased to $70. I did not request or authorize any upgrade to my service.
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Nice to meet you Vanessa, and thanks for reaching out to us directly for assistance. Can you provide me the address as it appears on the business billing statement please, so I can find the account you need help with?
Customer Service Bulk Cable Account
I am unable to reach a person to schedule a fix for one of the apartments in our facility. How does one talk to a human being on the phone to schedule service? I have been trying for three days and chat keeps saying error and the phone keeps hanging up on me. Thanks,
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My apologies for the rough start @shawndaman080. Our team would be happy to help get things on track. Please send us a DM with your full name and address to Xfinity Support. To send a direct message:Click "Sign In" if necessaryClick the "Direct
Customer Experience with Xfinity
I currently use T-Mobile for both cell and internet service, but their network has been unstable in our new home. Since Xfinity operates in the area and I’ve used them before, I decided to give them another try. I ordered internet service on December 1st, with installation scheduled for December 3rd
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Internet speed plan changed without my consent!
I originally signed up for the 600 Mbps internet service for $45 per month for the first year. After just over six months, I checked my bill and noticed that my internet speed had been changed to 1 Gbps, and my monthly bill increased to $70. I did not request or authorize any upgrade to my service.
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Billing
user_ew thank you for using the Xfinity Community Forums page to reach out regarding your phone service. I know the importance of a working device to keep in contact with others. I would like to assist you in getting a ticket created so that you can
XfinityMarcus
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Escalation Needed – Ongoing Service Failure Leaving Me Without a Working Phone
I am writing to request immediate executive-level assistance regarding a serious service failure that has left me without a functioning phone for three days despite extensive contact with Xfinity Mobile support. 3 days of calling xfinity and still without a working phone!!! On December 6, 2025, my b
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