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user_76bf1t You are so kind and thank you so much for allowing our team to help you. Our Xfinity Forums community is a great place to discover helpful insights and answers to your Xfinity related questions. You can also easily manage your accoun
Hazardous Wires ticket
I have been trying to submit a hazardous wires ticket, unsuccessfully. The 'report a problem' form keeps giving me an error along the lines of "something went wrong. try again later." I have also chatted with an agent last night that resulted in receiving a ticket number [edited ticket number], but
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@Tron1982 it is a possibility that an additional mobile line was being discussed. It's hard to say not having access to your conversation. The calls are routed and will not place you with a specific American phone agent. It will toggle to the first a
Sensitive Information
Hey there, everyone, yesterday I was on the phone talking to a (Customer Service) person from India and I was wanting to know why my bill went up $20 and I guess they said that I was using a promo recently that had expired and then I’m eligible for more promo and since I’m a gold member possibly add
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Hello, @user_jaannan I can only imagine the exhaustion and overwhelming concern. Was the Xfinity store able to help and point you in the right direction?
Frauded
Someone strategically scammed me out of my phone using xfinity information and xfinity assistance texts. Customer service is a joke and has not helped me one bit. I ended up in a store crying because I feel so defeated.
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Hello, @user_5tf574. We have your direct message and will continue to assist you privately. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the
Unauthorized plan change due to system glitch — Fraud Department review in progress
My Xfinity Mobile plan was changed without my authorization due to a system/computer glitch on Xfinity’s end. The original backend ticket for this was closed without resolution, and the issue was then escalated to the Fraud Department. I was told by a representative that the Fraud Department’s revie
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The support team was extremely helpful in getting this resolved. Thanks so much!
Hazardous Wires ticket
I have been trying to submit a hazardous wires ticket, unsuccessfully. The 'report a problem' form keeps giving me an error along the lines of "something went wrong. try again later." I have also chatted with an agent last night that resulted in receiving a ticket number [edited ticket number], but
Question
Hey @prasad5 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your ticket you have opened for Xfinity mobile phones being unlocked. I will be happy to take a
Device confirmed unlocked/paid-off in-store, still carrier-locked on activation — original owner passed away, backend ticket open
An Xfinity retail store confirmed via IMEI lookup that the device is unlocked, fully paid off, and not reported lost/stolen/fraudulent. However, I cannot activate an eSIM from any other carrier — I’ve tried Mint Mobile, T-Mobile, and Google Fi, and all three fail with a “locked to carrier” error nam
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Hi @user_rctj7n,Thanks for detailing things so well! We can certainly move things forward again during this review process for those credits, and we can check to make sure those activation fees were applied for the correct devices based on promotions
Xfinity Mobile billing issue: incorrect line created during port-in, seeking help with refund request
Hi everyone, I’m looking for advice regarding an Xfinity Mobile billing issue. The agent never calls back as they promised. I ported two lines to Xfinity Mobile on August 26, 2025 at an Xfinity retail store. During signup, the representative told me there was a promotion with one free Unlimited line
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Hello @user_xpev2p thank you for the detailed post. We can help! Please send us a direct message, so we can take a closer look at your billing concern, the open work order and your internet service. You can use the Direct Messaging icon at the top of
Charged for 2 Gbps but getting less than half — open Construction ticket #[Edited] never completed
Hi, I'm hoping the Digital Care team can help with a billing and service issue that front-line support hasn't resolved. Happy to share my account details privately. The problem, in short: I'm being billed for the 2 Gbps plan but consistently getting less than half that speed, lower than what I used
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@XfinityMatthew maybe he thought I was adding a mobile line. I just Wanted to lower the bill… But still, do you need the IMEI2 number? I did not feel comfortable and hung up the phone and he tried calling back twice and then there was another person
Sensitive Information
Hey there, everyone, yesterday I was on the phone talking to a (Customer Service) person from India and I was wanting to know why my bill went up $20 and I guess they said that I was using a promo recently that had expired and then I’m eligible for more promo and since I’m a gold member possibly add
Question
Hey @user_e8ur29 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out to setup service for your new home. I would be more than happy to offer my assistance looking into th
Looking to get service run to new construction
Looking to have service run to new construction
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Looking to get service run to new construction
Looking to have service run to new construction
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Customer Service
Hello @user_1fa2p4 Thanks for reaching out to us. When adding a mobile line the social and birthdate are required for fraud protection to make sure the name on the account matches that information. In some cases with brand-new phones that cost upward
Sensitive Information
Hey there, everyone, yesterday I was on the phone talking to a (Customer Service) person from India and I was wanting to know why my bill went up $20 and I guess they said that I was using a promo recently that had expired and then I’m eligible for more promo and since I’m a gold member possibly add
Question
user_7faego My condolences for the loss of your sister. Our team is here for you. Please send us your full name, your sisters name and the address via our DM. How to Send Us a Direct Message: Click "Sign In" if necessary. Click the "Direct Mes
death
I have tried to cancel the service for my sister that passed away twice by uploading her death certificate, according to guidelines online. The other person on the account has also passed away. The account is still getting charged. How can I get the account closed and the charges reversed? Thank you
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Charged for 2 Gbps but getting less than half — open Construction ticket #[Edited] never completed
Hi, I'm hoping the Digital Care team can help with a billing and service issue that front-line support hasn't resolved. Happy to share my account details privately. The problem, in short: I'm being billed for the 2 Gbps plan but consistently getting less than half that speed, lower than what I used
Question
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Customer Service
Hello @user_80rzm9, thank you for taking the time to leave a post. Sorry to hear that you're experiencing slow speeds and intermittent connection issues over Wi-Fi. I can certainly understand how frustrating that can be, especially when you rely on a
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internet keeps dropping
I am on 1 GB plan and seeing only 100MBPS speed in my wifi.. I am using Google home router. Everything was fine before Jun 1st, there was some maintenance on Jun 1st in our area and after that it got messed up. Every now and then internet get stuck, getting dropped out of meetings. Cant watch world
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