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Cancel internet service

Hello, this [EDITED: Private Information], I want to cancel my internet for [EDITED PII]. I have been to your Xfinity shop and tell the agent what I need is to cancel my internet one month ago. They promise me they will get this done for me. However, I still receive the payment reminder tell me to p

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Hi user_9rzzar! Thanks for reaching out on our Xfinity Forum regarding this line bury. Please know my team is here to help! Just to confirm, do you happen to know when the line was run?  

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Immediate Safety Hazard: Unburied Temporary Drop Cable on Private Property

An Xfinity installation crew recently connected the adjacent condo units using the pedestal located on my lawn. The technicians ran a temporary coaxial drop wire directly across my property line and left it exposed on top of the grass. This wire is serving a completely different property while creat

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I'm connected over WiFi when this happen, and the whole connection drops. It impacts all devices connected to the internet - the laptop, which was running Teams, and my phone, which was not.

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Dropping Teams calls

I recently got a new Xfinity Gateway, and ever since I've started using it, my internet goes out whenever I'm on a Teams call and someone else shares their screen. This was never a problem with my previous gateway, I do not have any more devices attached to the new gateway than I previously had, and

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user_8qhqn7, Hey there! I’m really glad you reached out. I can definitely understand how frustrating that is, especially when this is impacting your ability to do your job. What you’re describing with the connection dropping specifically

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Dropping Teams calls

I recently got a new Xfinity Gateway, and ever since I've started using it, my internet goes out whenever I'm on a Teams call and someone else shares their screen. This was never a problem with my previous gateway, I do not have any more devices attached to the new gateway than I previously had, and

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Prepaid Shipping Label

I have moved recently and need to return a modem from Xfinity. The device is not showing up on the return page and it seems like others have had this issue. There are no Xfinity retail stores near me either. I need a UPS store and strictly just need a prepaid shipping label. Please, whichever agent

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@XfinitySara​ I haven't really done any troubleshooting, because it's not a general connection problem. My internet goes down specifically when someone on a Teams call shares their screen. The light on the gateway itself does not indicate there's a

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Re: "Do any humans customer service agents work here anymore?"

I'm on the phone right now trying to figure out why my internet keeps dropping whenever I'm on a Teams call with a coworker and they share their screen, and the agent I'm talking to is clearly not a human being. It has been over 20 minutes, and I am no closer to resolving the issue, because I have t

Question

Immediate Safety Hazard: Unburied Temporary Drop Cable on Private Property

An Xfinity installation crew recently connected the adjacent condo units using the pedestal located on my lawn. The technicians ran a temporary coaxial drop wire directly across my property line and left it exposed on top of the grass. This wire is serving a completely different property while creat

Question

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equipment return emails

I returned my modem to the store in Layton, UT to the manager, Yo, on 5/31 however I'm still getting emails to return my equipment. He did not give me a receipt (unaware that I should have received one) but said if there are any issues to specifically mention his name. Contacting customer service vi

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Dropping Teams calls

I recently got a new Xfinity Gateway, and ever since I've started using it, my internet goes out whenever I'm on a Teams call and someone else shares their screen. This was never a problem with my previous gateway, I do not have any more devices attached to the new gateway than I previously had, and

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user_mplt3f Thank you for the additional information! We can open a property damage ticket for you, so an investigation can be opened to see if your personal property would be covered. Please send us a direct message.       To send a

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Lightning strike

Sunday, June 14th 2026 at approximately 9:45 p.m. est. Lightning struck outside my house. Electricity traveled down the coaxials leading into my house. One led to a" cable box" and one led to a gateway. The cable box was destroyed internally. It would cease to function /power on. The gateway on the

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Need new serviceability ticket — previous ticket has uncorrectable email error

Hi, I'm hoping to get help submitting a new serviceability/line extension request for my address. My neighbors all have Xfinity service, but my house currently doesn't show as serviceable. I submitted a ticket previously, but was told it has an incorrect email address on file that can't be corrected

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@XfinityMartyR​ My apologies for double posting this. A technician was out Monday morning (the following day). He knocked on my door to tell me services were restored. Then I told him I don't have service right now because the gateway was destroyed

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Lightning strike

Sunday, June 14th 2026 at approximately 9:45 p.m. est. Lightning struck outside my house. Electricity traveled down the coaxials leading into my house. One led to a" cable box" and one led to a gateway. The cable box was destroyed internally. It would cease to function /power on. The gateway on the

Question

A technician was out Monday morning (the following day). He knocked on my door to tell me services were restored. Then I told him I don't have service right now because the gateway was destroyed from last night's storm. I coincidentally was leaving a

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Lightning strike

Sunday, June 14th 2026 at approximately 9:45 p.m. est. Lightning struck outside my house. Electricity traveled down the coaxials leading into my house. One led to a" cable box" and one led to a gateway. The cable box was destroyed internally. It would cease to function /power on. The gateway on the

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Hey, @user_8qhqn7! We've converted your comments into your own post so that we can specifically address your account concerns. Thank you for sharing! Sorry to hear about the trouble you're having. We'd love to see what we can do to help :) What troub

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Re: "Do any humans customer service agents work here anymore?"

I'm on the phone right now trying to figure out why my internet keeps dropping whenever I'm on a Teams call with a coworker and they share their screen, and the agent I'm talking to is clearly not a human being. It has been over 20 minutes, and I am no closer to resolving the issue, because I have t

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user_mplt3f Thank you for reaching out to us today over our Xfinity Community Forums. I'm sorry to hear about the lighting strike causing damage to your property. Have you had one of our technicians out to inspect the damage to the coaxial network, a

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Lightning strike

Sunday, June 14th 2026 at approximately 9:45 p.m. est. Lightning struck outside my house. Electricity traveled down the coaxials leading into my house. One led to a" cable box" and one led to a gateway. The cable box was destroyed internally. It would cease to function /power on. The gateway on the

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