Xfinity Community Forum

5 1/2 hours Waiting

Why have I spent 5 1/2 hours on the phone today, the last hour on hold for a supervisor, and still can’t get my issue resolved. The mistake was on the end of Xfinity and they still won’t fix it. 13 years with Xfinity and this is how I’m treated. Ugh. I’m about to go back to T-Mobile. At least they a

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Customer Service

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Access Not Authorized After Placing Internet Order

I purchased an Xfinity home internet plan today, and my order was confirmed. I also received an email saying my equipment is ready for pickup and that I need to install the Xfinity app for activation. However, when I sign in to the app, I get the error: "Access Not Authorized. You signed in successf

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Sign-In and Account Management

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user_oqizuc You're more than welcome!

XfinityMartyR

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32 minutes ago

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Closed Captions Missing

The closed captions are missing from the movie “The Dog Stars” which I purchased today. (This is true when watching through my Xfinity box as well as my iPad.) I understand that occasionally new-to-digital films come without captions because of issues with the content distributor or other technical

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Apologies for the link not working, let's have you try this one to Manage your communications from Xfinity. You'll want to select the 'online' hyperlink (3rd option reading top down) which will direct you to a form to fill out to cease the sale inter

XfinityBradM

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35 minutes ago

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Door to Door Salesperson

There is a comcast sales representative that keeps going door to door trying to make people switch their plan. We always tell them we don't want to switch and we would prefer if they didn't show up at our home anymore. They always end up coming back and try to make us buy a different comcast package

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user_fy3bv6 No problem! We will respond to your direct message shortly.

XfinityMartyR

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37 minutes ago

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Request to Cancel Internet Service Without a Phone Call

I'd like to cancel my Xfinity Internet service, but I don't want to schedule a callback or make a phone call. I've already contacted live chat support, but they were unable to process my cancellation online. Could an Xfinity Support representative please help me complete the cancellation through dir

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Hey @user_oorlq9, Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to look at the account and see if there is an Xfinity ID already link to the Xfinity account. Please send a direct messag

XfinityDemitrius

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40 minutes ago

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Can't create Xfinity Id

When trying to create a new xfinity id I am met with "This information doesn't match our records Try again or contact us and one of our agents will be happy to help you" after I input the code that it sent to my phone number. I have an existing account but every link I try to click on when logged in

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Thank you so much for responding so quickly. I have mild hearing loss, and the subtitles help tremendously. I’ll check back in a few weeks to see if the title has updated.

user_oqizuc

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43 minutes ago

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Closed Captions Missing

The closed captions are missing from the movie “The Dog Stars” which I purchased today. (This is true when watching through my Xfinity box as well as my iPad.) I understand that occasionally new-to-digital films come without captions because of issues with the content distributor or other technical

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I'm glad the Xfinity store associates were able to help you out! Was there anything else we could tackle or answer for you before getting things closed up here?

XfinitySeth

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45 minutes ago

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Remote is eating batteries.

I see this multiple times but cannot see what everyone’s resolution is. My remote goes through batteries every 5-7 days whether it gets used or not. It is an XR11.

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Tier 2 Escalation Requested: Xfinity Gigabit x2 Not Delivering Advertised 2100/300 Mbps Speeds | NETGEAR CM3000 Modem

Hello Xfinity Support, I'm requesting a Tier 2 technical support or network provisioning escalation regarding ongoing download and upload speed issues with my NETGEAR CM3000 modem on the Xfinity Gigabit x2 plan. My plan advertises 2,100 Mbps download and 300 Mbps upload, but I'm experiencing the fol

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Your Home Network

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Thanks for meeting us in our community about your order concerns, @user_zcl1rp. We'd have to review your account to understand what order is pending. Is this for a new service? Have you placed an order for a new mobile phone? Have you placed an order

XfinityLinda

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46 minutes ago

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Pending order

When will my pending order clear?

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user_j8ddje Thanks for clarifying. Have you tried clearing the cache and cookies? Or using an incognito/private page to see if that makes any difference?

XfinityDilary

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50 minutes ago

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All of a sudden can't use Fast Forward on Xfinity Stream on recordings

I used to be able to watch any recordings (made either on TV or Stream) on Xfinity Stream and could use fast forward like normal. Now on Stream (it works on my TV) recordings have a red line all the way across the bottom (and the white dot is all the way to the right) and I can play the recording bu

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Xfinity first line support staff ... I realize you can not correct this as it's a programming issue (vs. a service interruption, etc.). It's more than three weeks old and obviously can be fixed as it worked ~ a month ago. If you genuinely want to he

wriley18

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50 minutes ago

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Web Stream Portal: In-Progress DVR Recordings Disable Fast Forward (Metadata/Duration Bug)

Over the past week, I have been unable to fast-forward in-progress ("in-flight") Cloud DVR recordings when watching via the web portal on Windows 11. The Symptoms: The Fast-Forward / Skip Forward button is completely disabled/greyed out in the web player. The scrub bar registers as filled to the end

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Good evening @JannieD, Thank you for reaching out to us here on Xfinity Forums. We can definitely assist with the process. I do see that one of our amazing experts @Again gave some good steps to try. Please let us know if the steps work.

XfinityTonya

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52 minutes ago

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GO BACK TO XFINITY FROM T MOBILE

I MADE THE MISTAKE YESTERDAY OF SWITCHING TO TMOBILE AND NOW I WANT TO SWITCH BACK TO XFINITY. WHEN I GO TO ADD A LINE IT SAYS YOU CAN'T ADD A DUPLICATE NUMBER. Sorry for the caps......We have 2 numbers, one which was already switched to t mobile yesterday, the other remains with xfinity, so i want

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You are absolutely right!! Xfinity has no problem raising their fees EVERY YEAR!! Just don't expect them to fix any problems!!

user_97ef02

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53 minutes ago

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Constant login

All of a sudden, in the last two weeks, I am having to login to XFinity 6 times a day even though I check the stay logged in chkbox. I used to only have to login a half dozen times a year (or so rarely that I never had an issue.) Now I am going crazy constantly having to login. I am using FireFox bu

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Thanks, but I've already spoken with customer service several times, and unfortunately, they haven't been able to offer me a package close to my previous $50/month deal that included 1 Gig internet and one mobile line. I don't think further discussio

user_fy3bv6

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56 minutes ago

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Request to Cancel Internet Service Without a Phone Call

I'd like to cancel my Xfinity Internet service, but I don't want to schedule a callback or make a phone call. I've already contacted live chat support, but they were unable to process my cancellation online. Could an Xfinity Support representative please help me complete the cancellation through dir

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@XfinityTonya Ok, I filled out the form to opt out of door to door sales. I will say that opting out should have been the default to begin with. The last thing I want to point out is that the guy you sent to my home wanted me to get out of my house

anonymous13231321123

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58 minutes ago

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Door to Door Salesperson

There is a comcast sales representative that keeps going door to door trying to make people switch their plan. We always tell them we don't want to switch and we would prefer if they didn't show up at our home anymore. They always end up coming back and try to make us buy a different comcast package

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It isn't consistent, it works on some recordings and not on others. Most don't work, it almost seems conspiratorially "not on the ones I really care most about", haha! I have tried Chrome and Edge, it used to work on Edge all the time but I decided t

user_j8ddje

commented

1 hour ago

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All of a sudden can't use Fast Forward on Xfinity Stream on recordings

I used to be able to watch any recordings (made either on TV or Stream) on Xfinity Stream and could use fast forward like normal. Now on Stream (it works on my TV) recordings have a red line all the way across the bottom (and the white dot is all the way to the right) and I can play the recording bu

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@JannieD Talk with T-Mobile; there may be a commitment with them before you can move that back. Your phone might be locked, or there might be a 30 day "trial". Best to check with them.

Again

commented

1 hour ago

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GO BACK TO XFINITY FROM T MOBILE

I MADE THE MISTAKE YESTERDAY OF SWITCHING TO TMOBILE AND NOW I WANT TO SWITCH BACK TO XFINITY. WHEN I GO TO ADD A LINE IT SAYS YOU CAN'T ADD A DUPLICATE NUMBER. Sorry for the caps......We have 2 numbers, one which was already switched to t mobile yesterday, the other remains with xfinity, so i want

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Thank you for using the Xfinity Forums to check for additional options to activate your gateway. The Xfinity app is our recommended approach because of how easy the process is, but it isn't the only option available. A care agent can assist, and I ca

XfinityNasser

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1 hour ago

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Xfinity App is not compatible with my phone.

So...the Xfinity app is the only way to activate my modem?

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I went to the local Xfinity store and simply exchanged for new. Thank you.

user_75ri02

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1 hour ago

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Remote is eating batteries.

I see this multiple times but cannot see what everyone’s resolution is. My remote goes through batteries every 5-7 days whether it gets used or not. It is an XR11.

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