Xfinity Community Forum

Hello, @user_5aklq3! Thank you for creating a post with your billing, service, and device concerns. Our team is always more than happy to help! To start, our refund policy does stipulate that it may take up to 4 - 6 weeks to receive a refund, dependi

XfinitySara

commented

3 hours ago

to the conversation:

0

2

U

Refund outstanding

I contacted customer service on October 1, 2026 about an account that was still being charged to me despite being inactive for over 5 months. A refund was initiated. However no money has been received in my banking account. Additionally when I attempt to contact Xfinity it keeps connecting me to an

Question

U

Constant Outages

Hi, I am hoping someone can help me. I tried to ask the Xfinity Assistant for help, but it didn't have an answer and it wouldn't connect me with a live agent because I'm currently experiencing an outage... (how does that make sense??) I have had multiple outages over the last month that are signific

Question

•

Customer Service

8

1

0

Hello, @bontix77 the link @EG provided is very helpful and can help resolve your high jitter issue. Can you provide more details about how your network is set up? For example, what game and console are you playing? Are using an ethernet connection in

XfinityThomasC

commented

3 hours ago

to the conversation:

0

B

High jitter

Hi have jitter of more than 40ms and ping to my router of also do 40ms. Can't play anymore due to latency. Suggestions?

Question

U

Terrible Customer Service Experience

I called originally a week a half ago to cancel my account with Xfinity and received a cancellation confirmation and a code. However, a week and a half later, I can see that my account is still open and I received a confirmation than an autopayment went through once again. I called again to confirm

Question

•

Customer Service

11

1

0

U

Refund outstanding

I contacted customer service on October 1, 2026 about an account that was still being charged to me despite being inactive for over 5 months. A refund was initiated. However no money has been received in my banking account. Additionally when I attempt to contact Xfinity it keeps connecting me to an

Question

•

Customer Service

13

1

0

U

hi, i DM-ed you over 12 hours ago and haven't heard back. Please cancel this add on.

user_3cpukv

replied

3 hours ago

to the conversation:

0

U

Remove xFi Complete

hello, please remove xFi Complete. I did not order this and do not want it. Thanks.

Question

@user_ef55t3 what is the exact error message or error code that you see?

XfinityJosephA

commented

3 hours ago

to the conversation:

0

U

I need to restart my system I’m getting an error message on my tv

I need to restart my tv I’m getting an error message.

Question

We can take a look at the account and see if there is anything we can do. 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 located at the top rig

XfinityRoberto

replied

3 hours ago

to the conversation:

0

U

Family member threw away old router

I've had the unreturned router charge for years now at this point. I'd say I more then repaid it over time. Family member cleaned a out a closet and threw the old router away. Id like this charge removed or i'm going to switch companies.

Question

U

No Internet since Sunday November 1st

I can’t get in contact with anyone from Xfinity. AI keeps telling me I am in an area that has an outage. I have a cut cable and that is why I am without service!!! I am so frustrated and have spent way too much time trying to speak with someone. All my neighbors have service with xfinity and it is u

Question

•

Your Home Network

4

0

I am happy to troubleshoot with you! @user_ba6095 How are you watching? Are you using the Xfinity Stream App or your cable box? How often does this happen? Do you have to perform any troubleshooting steps to resolve this or does it fix itself?

XfinityKei

commented

3 hours ago

to the conversation:

0

U

To channels that are coming up Eric cannot disconnect xre03059

Channels 1171 and 1180 I just cannot seem to get in sometimes they work but most of the time they don't. I get an error message or it will stop pixeling and tiling

Question

Hey there, @Nyamj42! Circling back to your original post, we want to make sure everything is taken care of. After escalating these issues to our Xfinity Mobile Executive Resolutions team, it now looks like they were able to address all questions and

XfinitySara

commented

4 hours ago

to the conversation:

0

N

Xfinity unable to move mobile line

I had 3 mobile lines attached to my original Xfinity account where I also previously received Wi-Fi services, and then after 2 moves, ended up with just the mobile lines on my old account and Wi-Fi services associated with my current address on a new account. I have been DESPERATELY trying to get my

Question

user_knh8d8 Hi there! Thanks for using our Forums to contact us and we are happy to work together. I can certainly help with your relocation request, but I'd like to set the stage first. We'd need to schedule a tech visit to survey your line, from th

XfinityJorge

commented

4 hours ago

to the conversation:

0

L

Moving line

I would like to move my cable line to the other side of the room

Question

baddhabittss88 Hello, and welcome to Xfinity Forums! We appreciate you reaching out to our Xfinity Forums for assistance with your camera. I can see how it would be frustrating not getting a good picture quality. Before we begin, can you please share

XfinityKassie

commented

4 hours ago

to the conversation:

0

B

X1 camera troubleshoot issues and resolves

My video audio on my Xfinity X1 indoor outdoor cameras are completely trash which makes no sense because we have the newest Gateway and we have a booster actually have it in the Attic So what's going on why is my picture quality so [Edited: "Inappropriate Language"]

Question

I had a show recorded last night. The show usually has smart resume. Today it did not have it. I stopped it and backed out of it because I wanted to watch it in a different room. When I got to that room and went into my saved recordings, the show end

michelle1571

commented

4 hours ago

to the conversation:

0

Samsung TV App Update Bug: Fast-Forward Broken on In-Progress DVR Recordings

Hello Xfinity Support Team, I am experiencing a new bug with the Xfinity Stream app on my Samsung Terrace TV. I can no longer fast-forward or use trickplay controls on any DVR show while it is currently recording. This feature worked perfectly until a recent background update a few weeks ago. I have

Question

user_jgvljx, thank you for reaching out to us through Xfinity Forums. Here is a link that you can use to see if your phone is compatible with Xfinity Mobile: https://www.xfinity.com/digital/mobile/byod

XfinityAngie

commented

4 hours ago

to the conversation:

0

U

xfinity support

I'm trying to verify compatibility before purchasing a new phone. I'm considering a factory-unlocked Samsung Galaxy A37 5G, 128GB, from Amazon. Can you confirm whether the U.S. factory-unlocked version of this phone is compatible with Xfinity Mobile? I would appreciate confirmation before I make the

Question

L

Moving line

I would like to move my cable line to the other side of the room

Question

•

Customer Service

8

1

0

U

So I'm just perpetually charged? whats the solution?

user_m813uu

replied

4 hours ago

to the conversation:

0

U

Family member threw away old router

I've had the unreturned router charge for years now at this point. I'd say I more then repaid it over time. Family member cleaned a out a closet and threw the old router away. Id like this charge removed or i'm going to switch companies.

Question

user_rchjd8 have you tried multiple power outlets and bypassed power strips?

XfinityJosephA

commented

4 hours ago

to the conversation:

0

U

my modem is broken it won't power on

everything is plugged in where it should be but it won't turn on

Question

Hi there and welcome to Comcast @user_m813uu. Thank you so much for reaching out to us regarding the unreturned equipment fee you are getting charged. Since the equipment was not returned to us, it makes the charge valid.

XfinityRoberto

commented

4 hours ago

to the conversation:

0

2

U

Family member threw away old router

I've had the unreturned router charge for years now at this point. I'd say I more then repaid it over time. Family member cleaned a out a closet and threw the old router away. Id like this charge removed or i'm going to switch companies.

Question

U

My Xfinity stream just updated and it total [Edited: “Inappropriate Language”]. I cannot find my recorded shows easily, the Smart Resume has disappeared, my Favorite Channels has disappeared. This [Edited: “Inappropriate Language&r

user_8kpmco

commented

4 hours ago

to the conversation:

0

U

Xfinity stream app broken

Im unable to use the stream app to watch anything. Im using a Samsung S24 ultra on my home network. Im able to surf the internet and use all other apps and web browsers successfully but when I try to use the xfinity stream app it just gets stuck on the loading page no matter what channel or dvr vide

Question