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Error adding credit/debit cards to account
I have tried to add multiple credit and debit cards to set up autopay, but I keep getting an error message: “ Tokenization request is declined. Reason Code: 481 Reason Message: The order has been rejected by Decision Manager”. I have tried calling customer support and also talking to employees in a
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Sign-In and Account Management
SRO Inquiry
I was told that internally a problem was flagged at Xfinity on 8/18. I only just found out today of a pending SRO for my account. I have had internet problems for weeks and am just trying to find answers as a remote worker who is struggling to manage with consistent internet issues.
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Your Home Network
Hello @user_495m4o, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message
Amazon Gift Card Promotion Never Received
I signed up for an Xfinity student internet plan that included an Amazon Gift Card promotion, but I never received the gift card. I have a previous Xfinity chat transcript in which an Xfinity representative specifically confirmed, your current plan includes the gift card. I was also told to keep the
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Good evening user_xhh8ol 👋 First and foremost, thank you for being part of the Xfinity Mobile family! I understand how crucial it is for you to be able to manage your mobile account online or through the Xfinity app, so I definitely want to make sur
Duplicate Xfinity accounts
We have Xfinity now as our internet carrier, but we had our mobile phones initially grouped with our account at a second residence. The new Internet account has wiped out my access to my mobile devices and I need to replace my current phone.
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I have same problem and have tried toggling off and on as well as unplugging and re-booting the TV. It used to work fine, then suddenly stopping working on all channels.
My smart resume stopped working. How do I report this to Xfinity?
The yellow and blue commercial break markers have disappeared. I have toggled the smart resume off and then on (many times) but it did not solve the problem. Is there a metadata issue?
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user_kacnjj, thank you for reaching out and creating a new post. I'm sorry to hear that your network drops every 15 minutes, which I'm sure makes it really hard to enjoy your service. Are you seeing drops across all the devices in the home? If you us
Wi-Fi cutting in and out
My Wi-Fi seems to be turning off every 15 minutes and then staying off for about 2 to 3 minutes and then I have to do this every time I’m watching something and I need to know how to make it to stop
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weather channel local forecast
Comcast Folks: If you look at the number of posts about The Weather Channel lacking local forecast information and instead defaulting to the "hotel version," which shows only 4 national regions, one would think you'd do something about this. You'd think you'd work on it between you and The Weather C
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Channels and Programming
user_6otz19 Do you have a ticket made for this issue that you're aware of or no?
The inability to have an issue resolved is ridiculous
I submitted feedback over a week ago. I got the generic form letter from the customer service experience owner and 1 person attempted to call me during my business hours. I asked for communication via email. I also attempted to email and call her back 3 times with no response. After first being char
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Thank you @user_unclta for taking the time to work with us on our Community Forums, @user_unclta. We truly appreciate the opportunity to assist you. I'm glad we were able to remove the additional $15 monthly equipment charge, remove the retur
Recurring inactive equipment charge
Hello, I am requesting a review and billing adjustment for a recurring $15/month “Internet/voice Equipment” charge on my account. I have one modem that I currently use, and that equipment is reflected separately on my bill as the $15/month Modem Rental charge. The additional $15/month charge is for
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Yes @Cori22, guests can connect to your home WiFi by scanning a QR code generated through the Xfinity App. However, the QR code can still reveal the password depending on the guest's device type. If you'd prefer not to share your private home
Wifi Guest Security
I have the Xfinity Modem Router and I am about to get rid of it. I feel extremely unsafe about the fact that there is no guest network. I had someone in tech support at Xfinity tell me that if I give a guest, as in someone I don't really know well, my QR code that would be safe and there is no way t
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Hello @user_wppz17, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message
Disconnect service
Hi, I am requesting to cancel/disconnect my Xfinity Internet service. I have moved and no longer need the service. Please process the cancellation. I am not interested in changing or modifying the service.
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Hello user_3colzg, I work from home to, so I understand how frustrating it can be if your service is not up and running as you expect. I would be happy to work with you and do some troubleshooting. May I ask what steps you have already taken(I don't
Disappointed with Xfinity
I was a customer with xfinity a few years ago and I end up cancelling because it was down most of the time. I gave them an opportunity again and got service with them last Saturday and guess what , it’s Monday and I haven’t had internet all day, I couldn’t work since I work for home , it’s just so f
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Need help setting up tech appointment
Hi. After my router was unplugged for carpet cleaning, now I can no longer connect to the internet, I have checked and rechecked all the cables, have done all the trouble shooting I can, checked for possible outages in the area just in case. I even tried to reset and then reactivate my router with n
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Customer Service
Tsivyaf My team can further help you with your mobile concerns today as it will require us to obtain your account details. Click "Sign in" if necessary. Click the "Direct Messaging" icon. Click the "Start new conversion" (Pencil and paper) icon. In t
My phone doesn't work. Comcast says it was ported out. AT&T says it's not portable because Comcast has it locked up.
AT&T did a lot of research before telling me that the phone could not be ported because Comcast has it. Comcast says it was ported out a couple of weeks ago. I did have a couple of conversations with Comcast a couple of weeks ago. One conversation resulted in my text messaging being disabled, and th
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Deleted Account
I have an account that was with a comcast email. Ever since they deleted my email the game I used has signed me out of it. I cannot get the account back because the password has been lost and I cannot recover it since I don’t have an email to send it to. I don’t know what to do because Xfinity isn’t
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Sign-In and Account Management
user_u4cu4c Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page. Here's the detailed steps to direct me
Scamming heartless salesman
Was scammed into signing up for mobile service on a apple iPad. Was told it was part of my internet bill but that was a lie. Now im told I cannot return this device or cancel the service for 3 years. I explicitly said I did not want this iPad but the salesman would not update my internet service wit
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I want to cancel my appointment for Saturday September 3. I got my service to work
I would like to cancel my upcoming appointment tomorrow September 3.
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Customer Service
Ery929, thank you for stopping in for help with your $200 gift card promotion. Your account number is tied to your location, so any time you make a change to your location, you are provided with a new account number that is standard for any change to
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$200 amazon gift card, tracker says I'm disconnected???
I started my current service with the promo on 5/19/2026. I moved at the very end of that month. When i transferred xfinity changed my account number for no reason. I completed the 90 days. My estimated qualification date was 8/28/2026. I checked the tracker using my "old" account # on the 31st. It
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