Xfinity Community Forum

self install replacement boxes

i've installed a new box in living room, it keeps getting to a point that reads sorry seems to be some trouble, check cable connections. i've checked them, reinstalled old cable box which works fine. this is as far as i get with new one

Question

•

X1

11

0

U

Cancel An Appointment for my House / Get a Live Rep

I need to cancel an appointment that I keep rescheduling because there's no cancel option. I thought there was an issue at my house and Xfinity kept sending me messages about scheduling an appointment but I don't need it anymore. The problem is I can't ever speak to anyone to just cancel it. The AI

Question

•

Customer Service

14

1

0

U

I disconnected my service. The agent said he couldn't get me back to my old plan because of the cancellation request. He said he would transfer me to another department to help with that. I was transferred and requested a call back. I never got a cal

user_x922j0

replied

17 hours ago

to the conversation:

0

U

Unjustified price increase

I got an email saying they got a cancellation request, which I never sent, so I called to tell them I hadn't submitted one. The agent reinstated my service, but the price was higher. I told him I wanted to go back to my old contract since I hadn't submitted a request. I'm really upset because I didn

Question

user_3fjl2y Good day! I've never been to the UK, and would love to go someday. Xfinity Mobile service is available in the UK. Before your trip in August, check which mobile plan you have and make sure international roaming and data roaming are enable

XfinityMartyR

commented

17 hours ago

to the conversation:

0

U

International travel

Going to UK in August. is there any I Ned to do for service

Question

Thank you for your feedback and for joining us here on the Forums. We appreciate you taking the time to troubleshoot and share the details of what you've already tried. Testing with different cables, multiple devices, and even replacing the equipment

XfinityThomasA

commented

17 hours ago

to the conversation:

0

5

U

Upload speed dropping very low

I have tried different cables, this problem happens on multiple devices. I had a tech come out already, and he said there is a 500 upload going to the cable. I can only get around 50 to any device, and the plan says 117 average. Under a test, it goes to 90, and will rapidly drop to 10-50. I have als

Question

U

WiFi disrupted

Is it just me in Santa Clara, Ca or are other people also experiencing frequent outages with internet gone for hours for multiple days! It is ridiculous! And who’s bright idea was it to get rid of live agents when we call customer service agents.

Question

•

Your Home Network

17

1

0

U

@XfinityDena Yes. I was told I would get sent a direct link to pay for it, which just did not happen, so I thought I would try another customer service avenue

user_l9qi7jj

replied

17 hours ago

to the conversation:

0

U

"Sorry, Something Unexpected Happened"- Can't Pay Bill

Hi, I used my debit card to pay for NOW Internet. My debit card expired, so I got a new debit card. I put in the new debit card (it has the same number, but different exp. and code) into my payment methods. Since this happened, absolutely nothing has gone through. I just keep getting the "Sorry, Som

Question

@user_5j3rn6 Thanks for the update. Let's continue our conversation via DM just in case we need to discuss account specifics.

XfinityRaul

replied

17 hours ago

to the conversation:

0

U

Incorrect Bill After Line Transfer and Unfair Collection Action

I had Xfinity Mobile service until March 19, 2026, when I transferred my phone line to AT&T. However, Xfinity incorrectly billed me $51.76 for the period from March 27 through April 26, even though my line was no longer with Xfinity during that period. I have spent nearly six hours speaking with mul

Question

Hi there @Chelsaha. Our team would love to hear about your recent talk with Himanshu. Can you provide us some more details so we can pass it along to our management team?

XfinityRaf

commented

17 hours ago

to the conversation:

0

C

Thank you, Himanshu

I never received a link to fill out my survey for you, but I wanted you to know how pleasant it was talking to you! I hope xfinity knows how great of an employee they have in you! Thanks, Himanshu! Edit (Customer PII)

Question

Good afternoon user_bwv3r9. I can see why you would want to try a different band at this time. I do have a couple of questions to ensure that I best assist you. Are you currently using an Xfinity Gateway or your own device? What model device do you h

XfinityJon

commented

17 hours ago

to the conversation:

0

U

splitting wifi 2.4 and 5

I'm trying to split my wifi into separate bands due to my wyze cameras not liking the taste of the 5g wifi anymore. Hasn't been an issue until about 3 weeks ago when at least 3 of my cameras stopped working. Now the only one that works is the battery operated one.

Question

U

Upload speed dropping very low

I have tried different cables, this problem happens on multiple devices. I had a tech come out already, and he said there is a 500 upload going to the cable. I can only get around 50 to any device, and the plan says 117 average. Under a test, it goes to 90, and will rapidly drop to 10-50. I have als

Question

•

Your Home Network

15

1

0

U

Xfinity confirmed that the charge was caused by a billing system issue and applied the appropriate credits. I received the following confirmation email. Thank you for contacting our Executive Office with

user_5j3rn6

commented

17 hours ago

to the conversation:

0

1

U

Incorrect Bill After Line Transfer and Unfair Collection Action

I had Xfinity Mobile service until March 19, 2026, when I transferred my phone line to AT&T. However, Xfinity incorrectly billed me $51.76 for the period from March 27 through April 26, even though my line was no longer with Xfinity during that period. I have spent nearly six hours speaking with mul

Question

@user_1tgeo6 We appreciate your interest in the new Next Gen speeds. Please visit this link to learn everything you can expect with these upgrades https://www.xfinity.com/support/articles/upgraded-areas-leased-equipment-required-for-upload-speeds.

XfinityRaul

commented

18 hours ago

to the conversation:

0

U

We're working hard to enhance the Xfinity Network

Hello, I was notified by email of network upgrades in my area that are of right now actively ongoing. While the email mentioned "we'll be doing work in your neighborhood to continue the evolution of our next-generation Xfinity network. This will ultimately allow us to offer equally fast, multigigabi

Question

nightsky8484 Hi there! Thanks for using our Forums and for taking the time out of your day to contact our Xfinity Support Team. I am happy to work with you to see if we can help with your request in needing the proper documentation from a prevous Xfi

XfinityJorge

commented

18 hours ago

to the conversation:

0

Xfinity Receipts for all Phones being paid off with phone numbers next to each payment that was made

Going back and forth trying to get a receipt so I can get my rebate from my new provider and not having any luck. I need receipts showing each of my phones being paid off with the phone number next to them to show how much was paid for each number. How can I get this because apparently its not on ou

Question

Hello @user_if0ol6, and thanks for letting us know the time is still incorrect. Based on everything we've previously tried, it does appear there is either an issue with the time zone settings on your device, or a possible app caching issue at work he

XfinityCliff

replied

18 hours ago

to the conversation:

0

U

Streaming menu time is off 2 hours

I cannot change the time on the Xfinity streaming manu. I live in Pacific time zone, but my menu is showing central time

Question

Hey there, @user_4y7sg3! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with us, it certainly is not what we want for our customers. Can you share with us some further

XfinityAdrienne

commented

18 hours ago

to the conversation:

0

U

Poor Customer Service

The issue is your customer service [Edited: “Inappropriate Language”], and Xfinity mobile is a ripoff when it charges you to report an issue. I am currently looking for a new provider, one with true customer service.

Question

C

Thank you, Himanshu

I never received a link to fill out my survey for you, but I wanted you to know how pleasant it was talking to you! I hope xfinity knows how great of an employee they have in you! Thanks, Himanshu! Edit (Customer PII)

Question

•

Xfinity Compliments

15

2

0

U

Voice mail errors

I have a Samsung S24+, purchased new from Xfinity a few years ago. I have been using Visual Voicemail for years, and it has never operated correctly. I have recently found that the problem is that, Visual Voicemail does not work over wi-fi calling. I have been talking with support for two days tryin

Question

•

Network

7

0

U

Stream Saver Bundle - How do I activate HBO Max and Disney +?

I have just signed up for the stream saver bundle that includes Peacock, Netflix, Apple, Disney, and HBO Max. I have been able to activate the Peacock and Netflix apps. Please let me know where I can go to activate Apple, Disney, and HBO Max. Thank you.

Question

•

Xfinity Stream Website

7

0

@user_iqrodk Have you gotten the chance to review our remotes guide? Selecting the specific remote, then the TV brand will produce step by step instructions along with certain codes to attempt. Swapping out the batteries on the remote is another grea

XfinityBradM

commented

18 hours ago

to the conversation:

0

U

Pairing remote to Samsung TV

I cannot pair my XR15 v2 UQ remote to my Samsung tv. I tried the A/D, 981 method and hit the red-to-green and then blue light, but when I press the Xfinity and info buttons together, I never get an onscreen code and the red light flashes green/red/greed/red, etc. what am I doing wrong?

Question