Xfinity Community Forum

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Mobile billing dispute

I need assistance from an employee regarding a mobile billing dispute.

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Customer Service

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user_wgap68 Thank you so much for reaching out for help with this $400 Xfinity mobile offer. We would be more than happy to help. Do you by chance recall if this offer required a trade in since you have that chat maybe you can go back and check

XfinityAmandaB

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5 hours ago

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Should I trust the information given by the agent over the chat?

I upgraded one of my lines last year. and there was $400 discount off the purchase price at that time. The agent helped me to place the order over the chat. The agent said that he needs to put in a ticket for $400 discount, so I will receive the $400 discount. But I did not receive $400 discount. I

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Should I trust the information given by the agent over the chat?

I upgraded one of my lines last year. and there was $400 discount off the purchase price at that time. The agent helped me to place the order over the chat. The agent said that he needs to put in a ticket for $400 discount, so I will receive the $400 discount. But I did not receive $400 discount. I

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Customer Service

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As I said, the Xfinity folks, although pleasant, can do nothing to correct their error. The only conclusion to be drawn is that one needs to take steps to protect oneself and not trust anything Xfinity and their representatives tell you. They

34s

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5 hours ago

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xininty mobile service

I was going to Canada and considering various ways to access data while out of the US. My plan, which had two numbers and one gb of data, cost $35. I was considering whether to just get an e-sim card but I talked to a Comcast agent, Joey, on July 9. He suggested going to an unlimited plan. I specifi

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@XfinityCarolyn OK, I sent my name and address.

mlcduck

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5 hours ago

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Xfinity unable to accept payment

I’m on autopay. Last month the payment didn’t go through. I thought maybe the card expired. I signed on, tried the pay now button, but instead of letting me enter a different card, it said to go into a store. I called Xfinity and they were unable to get to the payment screen to accept payment, they

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Hello Emkay88, thank you for reaching out. I'm sad to hear you are having issues with your service, and I will be happy to help you. I will need some account info we do not want shared publicly. Please send us a direct message with your full na

XfinityJeffB

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5 hours ago

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Support ticket [Edit: PII]

They closed my support ticket after not only not being able to help resolve my issue but also messing up my data. 2 days in a row, 4 different live chat agents, and over 4 hrs of wasted time. Xfinity mobile has been the worst experience ever. Every chat gets disconnected & I have to repeat myself as

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user_7qt7zc,Thank you for reaching out. Have you had a chance to reivew @EG's reply? Did you have a chance to vist the link?

XfinityVianney

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5 hours ago

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Really slow WiFi

I am supposed to be getting 500 mbps and I’m like 10 mbps or less

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@mlcduck Hi there, thank you for following up and providing those additional details. I completely understand why you're concerned, especially since you've already visited a store and been unable to make a payment there. I want to take another look a

XfinityCarolyn

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5 hours ago

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Xfinity unable to accept payment

I’m on autopay. Last month the payment didn’t go through. I thought maybe the card expired. I signed on, tried the pay now button, but instead of letting me enter a different card, it said to go into a store. I called Xfinity and they were unable to get to the payment screen to accept payment, they

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Thanks for clarifying, user_wmjw88. I understand you're saying the issue was resolved around August 4 without any changes on your end and that you don't believe your home network was the cause. I appreciate you providing the logs and additional conte

XfinityDilary

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5 hours ago

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Intermittent packet loss along coastal California, just south of San Francisco

We have been experiencing high packet loss, over multiple days, at our home in Montara, CA, just south of SF. This affects online work meetings, streaming services, video games, etc. Our home is fully CAT6 wired and we use Ethernet to all our computers to maximize performance, and we don't use any s

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@XfinityDilary the issue was fixed on the Xfinity side at or around 8/4/2026 10:03:09 PM PT: Line 2900037: [8/4/2026 10:03:09 PM] Request timed out. I made zero changes on my end. It's never been an issue with our home network. T

user_wmjw88

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5 hours ago

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Intermittent packet loss along coastal California, just south of San Francisco

We have been experiencing high packet loss, over multiple days, at our home in Montara, CA, just south of SF. This affects online work meetings, streaming services, video games, etc. Our home is fully CAT6 wired and we use Ethernet to all our computers to maximize performance, and we don't use any s

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Good evening @user_1mouf2! I can certainly understand why you're frustrated. When you're simply trying to make a payment and the app isn't cooperating, that can quickly become a stressful experience. To help us narrow this down, are you receiving a

XfinityAldrik

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6 hours ago

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Bill pay

How do I pay my bill on line? It has changed?

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user_wmjw88. Just to make sure I’m understanding correctly, you're connected via Ethernet and have already rebooted the modem, but the issue is still occurring. Is that correct? Or was the problem resolved on August 4?

XfinityDilary

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6 hours ago

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Intermittent packet loss along coastal California, just south of San Francisco

We have been experiencing high packet loss, over multiple days, at our home in Montara, CA, just south of SF. This affects online work meetings, streaming services, video games, etc. Our home is fully CAT6 wired and we use Ethernet to all our computers to maximize performance, and we don't use any s

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Good afternoon @user_ff2488, and thank you for reaching out on our Community Forums. We appreciate the opportunity to help. Were you previously able to access your Xfinity Rewards benefits without any issues? If so, did you make any recent changes

XfinityAlyssaA

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6 hours ago

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I am the primary user of my account and when I try to access membership benefits I get "Sorry, you’re not eligible to redeem benefits"

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I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message? To send a "Direct Message" to Xfinity Support: Click "Sign In" if necessary Click the "Direct Me

XfinityDuron

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6 hours ago

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Unlocking a device

I transferred my line to T-Mobile from xfinity, and in the store I paid everything in full and I was told everything is unlocked. So I got the transfer pin and transferred everything to T-mobile. But at the last step I was told the e-sim cannot be activated because xfinity has a lock on it. I have s

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Hi, I didn't see that you had answered. I still have the same problem. There were no issues in with previous payments. The only thing I can think of is I am on autopay and I had some Visa gift cards to use, so I used them to pay a portion of a bill.

mlcduck

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6 hours ago

to the conversation:

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Xfinity unable to accept payment

I’m on autopay. Last month the payment didn’t go through. I thought maybe the card expired. I signed on, tried the pay now button, but instead of letting me enter a different card, it said to go into a store. I called Xfinity and they were unable to get to the payment screen to accept payment, they

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We’d recommend checking whether this happens on both Wi-Fi and directly connected Ethernet if possible, restarting the modem, and confirming all coax connections are secure. If the issue continues, we can take a closer look at the account and signal

user_wmjw88

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6 hours ago

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Intermittent packet loss along coastal California, just south of San Francisco

We have been experiencing high packet loss, over multiple days, at our home in Montara, CA, just south of SF. This affects online work meetings, streaming services, video games, etc. Our home is fully CAT6 wired and we use Ethernet to all our computers to maximize performance, and we don't use any s

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I am the primary user of my account and when I try to access membership benefits I get "Sorry, you’re not eligible to redeem benefits"

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Customer Service

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This [Edited: Keep it clean] i can never pay my phone bill

user_1mouf2

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6 hours ago

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Bill pay

How do I pay my bill on line? It has changed?

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the direct messaging system is odd. it is same as this regular forum. the agent does not sit with the customerr from start to end. they send a message and then vanish again. worse than live chat agent. then they another gaent came in and sent another

user_cnvlzw

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6 hours ago

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Where to complaint the Live Agent marketing problem?

I just did chatting with a live agent for my TV Box issue and At the very end of our chat, it seems everything went well and I was asked to check my email for confirmation while he was waiting. Then I lost the chat. so I tried to get a new one and retell my issue. it appeared that that agent was hel

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I went on Friday 7/31

user_995tg6

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6 hours ago

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Unlocking a device

I transferred my line to T-Mobile from xfinity, and in the store I paid everything in full and I was told everything is unlocked. So I got the transfer pin and transferred everything to T-mobile. But at the last step I was told the e-sim cannot be activated because xfinity has a lock on it. I have s

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