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Thank you for reaching out. Did you call a number you found on the internet or one that was provided to call from the phone call you received? @user_ttnv0b The best course of action, in this case, would actually be to report this to our Customer Secu
Xfinity and FedEx are Stealing Phones and Charging Customers — Many Similar Cases Lodged
I’ve been an Xfinity Platinum customer for 11 years with a flawless credit history. In September 2025, I ordered an iPhone 15 through Xfinity Mobile’s promo. FedEx delivered an empty box — no phone inside. I opened it inside the FedEx store because it felt too light. The manager saw it. FedEx confir
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Lkpolo Good to hear things are getting better for you. If you feel service still isn't as good as you expect, we are always happy to continue to assist. When you say camera's are showing up for "the most part", can you give us a little more details a
Need service on my road
Since thanksgiving we’ve had interruptions in internet service and tv service. Now it’s significantly worse. We have slowness no sound at times freezing video. We’ve rebooted our router several times. We’ve restarted the x1 box and refreshed the box. The usual [Edited: "Profanity"] is an appointment
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Greetings @user_tqz4tp, and thanks for posting to the Xfinity forums, I hope this message finds you well. There is not a known issue with the email, but have you tried the steps listed above and see if those work?
Unable to login to Xfinity App on my phone
Unable to login to Xfinity App on my phone. Reinstalled app twice, tried my username, email, phone number. Every time I get error: Xfinity ID you entered was incorrect. Please try again. I am able to login to xfinity on my computer. I called yesterday Jan 18 2026 and they gave me Case ID: IH26677771
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@user_7jj3p7 - I completely hear where you’re coming from, and I want to be very direct with you: I agree that it feels contradictory. You’ve been with us since 2011 - that’s 15 years of loyalty - and the last thing we want is for a
Diamond tier Membership program
Having been a Comcast/XFinity customer since 2011, I was notified that I am automatically enrolled in the Diamond tier Membership program. The very first discount perk listed is: "Unlimited mobile line included for 1 year with internet." I tried to activate the reward from within my main account, bu
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@user_oxsblm Thanks for reaching out to us, we do apologize for any inconvenience, I could take a deeper look at your account to see if the cable card codes are still on there and we could do some troubleshooting to see if there is something we can
Cable Card Help
I changed my plan and my cable card is no longer paired. I understand there are some limited support for cable cards. My account still has info about my card but couldn't get it pair using Xfinity Cable Card Activation web page.
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I have a similar problem, except that I never made any changes to my plan when my cablecard suddenly stopped working recently. Customer service by phone was unable to fix it, and they mentioned nothing about ending support for an existing card (wit
Cable Card Help
I changed my plan and my cable card is no longer paired. I understand there are some limited support for cable cards. My account still has info about my card but couldn't get it pair using Xfinity Cable Card Activation web page.
Question
My aging cable was causing phone and access to cable broadcast issues. Comcast tech finally diagnosed issue BEFORE LAST CHRISTMAS and started replacement process by scheduling utility markout (done 12/29). Still waiting for repair. I have bee
How do I make a complaint?
Multiple calls have not resolved my issue. My personal info is on an account that doesn’t belong to me. I just want it off! They won’t remove it. So frustrated!
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Seems to be fixed for the moment A new X1 box was installed. Our smaller boxes communicate better with the larger box. There is still sound off and on at times and channels are still slow at times. The new box rebooted itself, not sure if it did an u
Need service on my road
Since thanksgiving we’ve had interruptions in internet service and tv service. Now it’s significantly worse. We have slowness no sound at times freezing video. We’ve rebooted our router several times. We’ve restarted the x1 box and refreshed the box. The usual [Edited: "Profanity"] is an appointment
Question
Hi there @user_5imnhc I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile acc
SIM CARD LOCKED AFTER PHONE BEEN PAID OFF SINCE 2023
My phone was unlocked by Xfinity back in 2023 and for some reason it’s locked again I’ve been chasing Xfinity to unlock my phone for the longest time and they always give me a stupid excuse. I’m getting to a point where I will seek legal advice
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Thank you, When I try to return via link it only gives me the option to return the modem i am using, not the one I want to send back.
Return unused equipment has wrong serial number
I was sent a new modem when I changed my plan but want to keep using the old modem as I have it configured the way I want. Im getting charged for the old modem but want to return the new one, can you help? I keep getting text messages to return the modem Im still using.
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@user_866hbp Thanks for reaching out to us, I'm glad to hear our agents were able to get all your concerns resolved. Our surveys are random and they do go out to the primary e-mail address listed on file so it's likely that you may get a e-mail surve
Jack and Kiro
This is a very delayed review, but Jack and Kiro did such a fantastic job helping me that I can’t not leave them a review. I had been having the most frustrating time trying to pay my boyfriend’s account. We have the same address so agents continued to tell me I don’t have a balance. I felt like I w
Question
So in order to get my “smart watch on us” benefit as a 30+ year Comcast subscriber (a $300 benefit) i have to pay $360 ( for a $240 watch)? I think I got it figured out correctly?
Platinum member - How do I get the free smartwatch "on us" and what is the catch?
I am a Platinum member and one of the benefits available to me is a free smartwatch, but I've searched the forum and I'm seeing that you have to pay $10/mo for this free smartwatch. I do not want to use the watch as a phone or have it linked to my Xfinity Mobile plan, so how do I avoid the $10/mo ch
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Accepted Solution
Hi there, @user_wecxsd! Thanks for reaching out to us here on the Community Forum. As long as the current modem is working for you, you can certainly keep it. The quickest resolution would be to return the unwanted device to your local XFINITY Store,
Return unused equipment has wrong serial number
I was sent a new modem when I changed my plan but want to keep using the old modem as I have it configured the way I want. Im getting charged for the old modem but want to return the new one, can you help? I keep getting text messages to return the modem Im still using.
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I would be happy to put in a ticket @user_brq8c9 Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to wo
My accounts says I have 2 tv boxes but I only have 1
my account says I have 2 tv boxes but I only have 1. I exchanged several broken boxes 2 weeks ago fixing my plan and now it shows the wrong number of boxes. I think that 1 box was not scanned as returned by the store. I asked Asst Manager DEVON for a receipt but he had already taken the box to the b
Question
Accepted Solution
Return unused equipment has wrong serial number
I was sent a new modem when I changed my plan but want to keep using the old modem as I have it configured the way I want. Im getting charged for the old modem but want to return the new one, can you help? I keep getting text messages to return the modem Im still using.
Question
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Customer Service
My accounts says I have 2 tv boxes but I only have 1
my account says I have 2 tv boxes but I only have 1. I exchanged several broken boxes 2 weeks ago fixing my plan and now it shows the wrong number of boxes. I think that 1 box was not scanned as returned by the store. I asked Asst Manager DEVON for a receipt but he had already taken the box to the b
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Customer Service
Extending services
Hi! We just bought a new home and when I called I was told you did not service to our area however it is near by and they would put in a request to extend the service. How do I follow up on this request?
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Customer Service
user_btvcff You can also call our Customer Security Assurance team at CSA- 1 (888) 565-4329, and they can take down the information to file the incident for you. Sorry to hear the link isn't working as expected.
why is this - Received wrong phone scam call from [Edited] - still going on?
this has been going on since at least 2024 (search on the forum post with that title). I did the same - tried to upgrade my iphone with xfinity over xfinity.com logged in chat, get a new phone delivered today (it was less than 24 hours from the upgrade chat). phone shows up via fed ex, i leave the e
Question
Your Membership program ostensibly rewards customers' loyalty with discount benefits. However, according to your convoluted policy, the very fact that we have been loyal customers with long-term multiple services disqualifies us from those purported
Diamond tier Membership program
Having been a Comcast/XFinity customer since 2011, I was notified that I am automatically enrolled in the Diamond tier Membership program. The very first discount perk listed is: "Unlimited mobile line included for 1 year with internet." I tried to activate the reward from within my main account, bu
Question
Hello, @user_r6v1d8! That sounds like a serviceability request our team can help with :) Could you please send us a direct message to continue? To send a direct message: Ensure you are first signed in, then you will see a chat box icon at the top
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Extending services
Hi! We just bought a new home and when I called I was told you did not service to our area however it is near by and they would put in a request to extend the service. How do I follow up on this request?
Question