Xfinity Community Forum

MadDogMike Thank you for reaching out! I would recommend reaching out to our Customer Security Assurance (CSA) Team. They have all the tools to help with this unfortunate situation.

XfinityMartyR

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8 hours ago

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Account hacked/extra account

We recently experienced severe security issues thanks to theft of banking information; we think as part of that the Xfinity account was compromised (in an attempt to set up web payments with the stolen information). On review of our Xfinity stuff, the primary account holder's info was changed to (Pr

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Still waiting on inception, still don’t have that one

user_02ze3a

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8 hours ago

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Hi I have a support ticket that states closed but my issue is not resolved

Have a support ticket in regards to my reward, was supposed to get the movie inception for free, it shows claimed in my rewards but never received it, ticket says it would show up in my purchased today 7/21/2026 and the ticket was closed however i still don’t have it, not sure what to do next this h

Question

Hey there, @user_wk3lhf, thanks for reaching out through Xfinity Forums regarding your account and plan details. We would be happy to take a look at your account to provide you with more specifics. Please send us a Direct Message with your full name

XfinityJeniece

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8 hours ago

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Question About My Current Plan and Short-Term Options

Hello, I will be leaving the United States soon and have a few questions about my current internet plan. Could you please confirm when my current plan period ends? When it ends, will the service automatically renew or continue at a different rate? I would also like to know whether you offer any shor

Question

Hi @user_xfdd4p Thank you for taking the time to reach out about using the same coax cable. You can absolutely continue using your existing coax cable. We generally recommend using the newer one to help ensure the best connection possible. Was a coax

XfinityEva

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8 hours ago

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Can I use the previous coax cable on the new box

Just received my new Gateway box can I use the previous coax cable to connect this box

Question

Hello @cheshas9193, and thank you for sharing your experience and concerns here on our Xfinity Community forums! I can definitely understand why you're frustrated. If you were told one thing when you accepted the offer and then received different inf

XfinityCliff

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8 hours ago

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File a formal complaint

I’d like to file a formal complaint about my mobile device installment plan. When it was offered to me the agent said I will only pay for 1 year for the mobile phone and after 1 year I get to keep the phone or decide to continue service or cxl the service. It’s a year last end of June and I called t

Question

Hello Khalfani! Congrats on your upcoming move, and thanks so much for wanting to get setup with Xfinity at the new home 👏 I know how important it is to be online as soon as you get into a new home, so the last thing we want is for you to be held up

XfinitySeth

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8 hours ago

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Moving

The apartment I am moving to is listed as a business. What do I need to do to get it listed as a residential ? I do not see any options to direct message customer service.

Question

Hi there, @user_vawcv6! Thanks for reaching out about the password on your modem. Are you activating service for the first time, factory resetting the modem, or trying to access the network admin tool?

XfinityRay

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8 hours ago

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Split WiFi Bands.

How do I get my WiFi bands separate? I’m unable to manage it in admin. The Xfinity assistant is useless and doesn’t help at all. It also refuses to allow me to speak with a person. I’m sure this is something you can split quick on your end as I used to have it split on my old router with you.

Question

Hello, @user_z721yj thank you for reaching out over Xfinity Forums. Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that

XfinityJustinC

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8 hours ago

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Unable to Redeem Rewards

I am trying to redeem a reward but I just get a "Something went wrong, please try again." Every time I try again, I get the same error.

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No service

I have not had any service for almost two weeks now, I have gone with the vitual agent so many times I quit counting, I want my service back. Please help me! I get the error message: no signal when I attempt to turn on. Also, virtual agent promised me a new remote as mine just quit working at the sa

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Hello user_alnejk thank you so much for reaching out here via our Xfinity Forums! We are always happy to help, but can you please let us know what the main issue is( in general terms for the public side of the Forum)?

XfinityAlfonso

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8 hours ago

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Direct message Customer service

I was wondering how to direct message customer service the people on the phone do their best but I don't think we understand each other Thanks for your time and attention

Question

Xfinity Speed Test

Now you've taken away the "Xfinity Speed Test" on the web, really, did it really cost that much to have it? You now say "must me done in the app" on your phone, great. I don't want to run for my phone every time I want to check this. WHAT IS REALLY BAD is now you can't see what you're upload speed i

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Your Home Network

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I would like someone sent to the property today. At the latest tomorrow. There are about 15 individuals walking around in the same location as the dangerous sunken hole, one is very likely to get hurt. PLEASE MAKE TICKET URGENT and send someone today

user_iclp41

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8 hours ago

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Injury Lawsuit Regarding Sunken Cable Box

3 individuals have been severely injured due to a below grade sunken cable box. PG&E and AT&T came out to lift there boxes but the main culprit in these cases is the sunken xFinity box. One of the individuals broke their hip, wrist, and ankle and was in a wheelchair for almost a year. I myself have

Question

Hello user_znmdhl thanks so much for giving us an opportunity to assist here on our Xfinity Forums! Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering &l

XfinityAlfonso

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8 hours ago

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New chat

The coupler outside my house got wet and thats why I have internet but no TV. Tell the tech that before he comes tomorrow.

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My account

I logged into look at my account and this is what I got????

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Customer Service

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Canceling my account [Edited]

Tried canceling over the phone I've been hung up on and transferred several times. The last person said they need my new address to a cancel which no [Edited: "Profanity"] you don't all I want to do is cancel my [Edited: "Profanity"] account [Title Edited: "Profanity"]

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Customer Service

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@Jmooney0924 Same boat here, sadly!

user_p4xjfv

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8 hours ago

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rewards

I am a diamond member not that it matters. I get a pop up saying “xyz” reward is available. I click on it, get to my rewards section and the reward is not there. I go back a couple minutes later, it says all rewards are redeemed for xyz. What is the point of even having an alert to nothing and then

Question

user_iclp41 Did the team you spoke with open up a ticket to our local team to have this issue addressed? If not, we can open an escalation for you.

XfinityMartyR

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8 hours ago

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Injury Lawsuit Regarding Sunken Cable Box

3 individuals have been severely injured due to a below grade sunken cable box. PG&E and AT&T came out to lift there boxes but the main culprit in these cases is the sunken xFinity box. One of the individuals broke their hip, wrist, and ankle and was in a wheelchair for almost a year. I myself have

Question

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I have already spoken to the chat and taken screen shots of the conversation. I've forwarded an email to arbitration.

user_iclp41

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8 hours ago

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Injury Lawsuit Regarding Sunken Cable Box

3 individuals have been severely injured due to a below grade sunken cable box. PG&E and AT&T came out to lift there boxes but the main culprit in these cases is the sunken xFinity box. One of the individuals broke their hip, wrist, and ankle and was in a wheelchair for almost a year. I myself have

Question

Argh! This ended up being another exercise in futility and frustration. After calling CSA and being transferred to two different reps, I explained the problem. After some discussion, waiting on hold, things being looked into on their end, I was then

yoregano

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8 hours ago

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Security block preventing access to payment portal

I have a security block on my account that is preventing me from being able to pay my bill online or by any electronic access. I have been through many rounds of troubleshooting with chat, phone, and in-person support at a retail store. None of these methods are able to resolve the issue. I need a h

Question

Account hacked/extra account

We recently experienced severe security issues thanks to theft of banking information; we think as part of that the Xfinity account was compromised (in an attempt to set up web payments with the stolen information). On review of our Xfinity stuff, the primary account holder's info was changed to (Pr

Question

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Customer Service

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