Xfinity Community Forum

Thanks for clarifying, PER2070. So, customers can retrieve old chats from Xfinity Assistant by downloading a copy of the chat transcript during the chat session. They can do this by clicking the "Download Transcripts" option in the chat menu. However

XfinityAmira

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32 minutes ago

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Archived Chat, Prior to Closing...

I archived a Chat before the chat was closed, how do I retrieve it? Thanks!!

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Hi Janelle or Melinda, Following your kind instructions above, I sent the direct message below at 2:04 pm, but unfortunately after an hour there is no reply, and I have to head offline. Can you please advise? I'll check back later there and here. Ma

A_Longtime_Customer

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34 minutes ago

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How to resolve shortfalls re: terms firmly offered and accepted for Xfinity Mobile?

This is a long story even in shortened form, but I hope someone may have some kind advice about how to go about resolving a huge gap between two aspects of (1) the terms that Comcast firmly offered and we accepted for Xfinity Mobile last fall, and (2) what actually has been the case so far in regard

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Cybersecurity.

Today I noticed that my cybersecurity started to work when I visit your website: https://customer.xfinity.com/ https://assets.xfinity.com/assets/dotcom/lzchat/xfinity_lzchat.js You have some kind of dangerous script - JS/Packed.Agent.W

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Your Home Network

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Thanks, I am glad to hear that your service is working now. Did you have any additional questions that I can help you with today?

XfinityCarolyn

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39 minutes ago

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2gig upgrade

Hi, I upgraded to 2Gig Internet plan recently. However, the speed test results seem to indicate I still have the previous speed tier (1.2Gig down and 40Mb up). Was my service provisioned properly? I'm using UniFi UCI as the cable modem and UniFi UDM Pro as the router. Thank you!

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My suggestion is to follow the instruction to send a direct message. I included below. I would have the date the email was sent so they can verify it. It will take some time for the rep to put me on a plan for one more year but they did honor

user_7w0y0n

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39 minutes ago

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Customer Loyalty Email

I received a loyalty discount email in December that stated my current promotion rate would be extended one more year. My first bill was just processed and my rate increased from $38 to $100. I contacted customer service and was told the email was a scam. Then offered me a new plan at double what I

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Hi @user_5h7rnh Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand your frustrations with a service fee being applied. This fee is always based on the source of the issue and is further covered via the article b

XfinityMelinda

commented

41 minutes ago

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Technician Recovery Fee

Hello, A few months back, I was dealing with some internet issues. It kept dropping and wouldn’t reconnect. I tried reaching out to customer support a bunch of times, but it kept happening. They finally said a tech would come out to fix it. What they didn’t mention was the $100 fee for this service.

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BTW, I tried talking with people in a local branch. It turned out not helpful. I was told I have been paying late so it could be a fine. In fact I've never paid late (it is autopay anyway and in fact my account once carried a credit in s

user_a4veet

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44 minutes ago

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billing

Hi, I canceled my internet and mobile account during Christmas time. Now I still get bills for period after my account was closed. For internet, I received the email confirmation to cancel my account on Dec 24th. My autopay on Dec 20th covers period Nov 29—Dec 28th. However I got a bill for period D

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Loyalty

I am writing to formally express my frustration and disappointment regarding my recent experiences with Comcast/Xfinity customer service. I have been a loyal customer for quite some time. Unfortunately, I recently lost my job, and during this difficult period, I am doing everything I can to reduce e

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Customer Service

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Thank you all for the help!!! It seems to be all good now. I get the 2G down/300M up speed. You guys are awesome!

user_xx19j3

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48 minutes ago

to the conversation:

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2gig upgrade

Hi, I upgraded to 2Gig Internet plan recently. However, the speed test results seem to indicate I still have the previous speed tier (1.2Gig down and 40Mb up). Was my service provisioned properly? I'm using UniFi UCI as the cable modem and UniFi UDM Pro as the router. Thank you!

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my internet account

why won't it let me sign in?

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Email

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billing

Hi, I canceled my internet and mobile account during Christmas time. Now I still get bills for period after my account was closed. For internet, I received the email confirmation to cancel my account on Dec 24th. My autopay on Dec 20th covers period Nov 29—Dec 28th. However I got a bill for period D

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Billing

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I archived an Xfinity Assistant Chat before the chat was closed, less than a week ago, how would I retrieve it? Thanks!!

PER2070

commented

54 minutes ago

to the conversation:

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Archived Chat, Prior to Closing...

I archived a Chat before the chat was closed, how do I retrieve it? Thanks!!

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Accepted Solution

Hi @user_toztl8, we appreciate your patience while we worked on your issue. Glad we were able to confirm the issue with the Peacock activation was resolved via the ticket we created on your behalf. If anything else comes up don't hesitate to reach ou

XfinityAbel

commented

54 minutes ago

to the conversation:

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diamond member can't activate peacock

Hi, I am a diamond member with Xfinity and am trying to activate the peacock premium benefit. The activate peacock page says I am not eligible for this benefit. Would someone be able to help me figure out how to get this activated? I would like to use my membership benefits. Thanks!

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CM MACd0:21:f9:05:d3:9f

user_xx19j3

replied

56 minutes ago

to the conversation:

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2gig upgrade

Hi, I upgraded to 2Gig Internet plan recently. However, the speed test results seem to indicate I still have the previous speed tier (1.2Gig down and 40Mb up). Was my service provisioned properly? I'm using UniFi UCI as the cable modem and UniFi UDM Pro as the router. Thank you!

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@BruceW It has SFP+ ports which are 10G. One of the 10G SFP+ is connected to UCI with 2.5G Ethernet and another SFP+ is connected to a 2.5G switch.

user_xx19j3

replied

56 minutes ago

to the conversation:

0

2gig upgrade

Hi, I upgraded to 2Gig Internet plan recently. However, the speed test results seem to indicate I still have the previous speed tier (1.2Gig down and 40Mb up). Was my service provisioned properly? I'm using UniFi UCI as the cable modem and UniFi UDM Pro as the router. Thank you!

Question

Hello user_urq0zn thank you for reaching out in our Xfinity Community Forums. If you would, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd b

XfinityJeffB

commented

56 minutes ago

to the conversation:

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My Price Is To High

I would like to find out how i can lower my cost and would alos like to get rid of the second tv service [Edited: All Caps]

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@user_ooptgc Thank you for taking the time to reach out to us, I believe I can be of help Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon locate

XfinityKam

commented

57 minutes ago

to the conversation:

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My remote control is broken

Hello I need a new remote control because the one I have had for over 4 years broke. It’s not a connection issue pieces are starting to fall off and it’s no longer safe to use. I don’t have any xfinity stores near me where I can get one and the app assistant and the one on the website is extremely u

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Okay, what happens to the amount that was reported to collections? I should not have to pay that bill. The bill is associated with a Florida address, and I have never lived in Florida.

user_iqnpt1

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59 minutes ago

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Wrong Person and Paying for it right now

Good afternoon, In November 2025, I was getting phone calls for a bill that was not mine. The bill was for $306, which was not mine, but it took the third person calling for the bill to be paid to verify the address. The bill of $306 was associated to a address in Florida where I had never lived. I

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unable to send email messages on phone

I have 3 messages to send in my [Edited: "Personal Information"] email phone. How can I fix the sent message situation?

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Devices

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Accepted Solution

I am happy we were able to get everything cleared up with the equipment and receiving notifications @user_yir8ri! Please don't hesitate to reach out if you have any other questions/concerns, we are happy to help! Have a wonderful rest of your day.

XfinityAdrienne

commented

1 hour ago

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Being asked to return internet equipment I never rented

I recently switched to Fiber so I cancelled my Xfinity internet. I went to a retail outlet to cancel and thought I was all set. But I just received a message saying I had to return my equipment. I have never rented my internet equipment. I purchased my Surf Modem like 15 years ago on Amazon. This is

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