Xfinity Community Forum

You're welcome. Is there anything else we can assist you with today?

XfinityRoberto

commented

3 hours ago

to the conversation:

0

charged for service call when it was supposed to be no charge

in october we changed out bundling (dropped voip and returned extra mini boxes) and realized were were not getting the upload speed we paid for. CSR claimed it was due to our older docsis 3.0 modem. we agreed that if i bought a newer docsis 3.1 and still not get the upload speed they'd send o

Question

@user_5eibwc We understand things can happen, lets get this taken care for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "D

XfinityOrlandoM

commented

3 hours ago

to the conversation:

0

U

Request to return lost Flex Box

I canceled my service and returned the modem but am now getting a request to return free flex box that cannot be found. Is there a way to report this online? When this box was sent to me, I was not aware that it needed to be returned and it was mistakenly gotten rid of. It is very frustrating that I

Question

U

This is what is happening to me initially I wanted internet through the ACP. Unfortunately I made the mistake of accepting their bundle offer that would allow me to get internet and mobile for $25. They dropped the ball on the ACP and was billing me

user_90c81s

commented

3 hours ago

to the conversation:

0

U

[Edited]

xfinity mobile is charging me illegally for a phone they forgot to not activate when I was told the phone wasn’t eligible for activation because it was still locked in with Att. They are saying I still owe the $300. We need to file a class action lawsuit

Question

U

@XfinityJustinC I know it's set up correctly because *sometimes* it works but it often does not work. That also doesn't explain why the app will ask me for my 2FA code when the app itself supposed to give me a 2FA code (???) and why I can't ever u

user_ML

replied

3 hours ago

to the conversation:

0

U

Sign-in security confusing and weird

I have nothing but problems with the Xfinity app (no I'm not using the discontinued app). The last customer service rep I spoke with told me the app should not be asking me to use the web to sign-in but I'm always directed to an in-app web page to login. Whenever I'm using the app and 2 factor is n

Question

U

@XfinityJustinC Thank you for explaining. I'm really upset because I specifically told the rep I cannot pay the new charge this month and needed to cancel my service and they insisted they could change the price *this* month and insisted I don't c

user_ML

replied

3 hours ago

to the conversation:

0

U

Why is my bill not updating

I was going to cancel my home internet service today after the bill went up to a price I can't afford. I spent almost an hour on chat with a rep who offered me a "manager promotion plan" that brought my bill to an amount I can afford. They told me I would get multiple discounts to achieve the afford

Question

Hello @user_gnj7dy Thank you for reaching out today! I am just the person to help you in resolving any questions or concerns with your account. As a single mom I understand that sometimes we all need a bit of extra time to make a payment to a bill. H

XfinityDena

commented

3 hours ago

to the conversation:

0

1

U

Due date extension

Is there any way to extend a payment arrangement by a few days?

Question

U

why is my inbox not loading?

when I try to get into my email inbox, it does not load. after some time, it says that it cannot connect. what is the problem and how do I fix it?

Question

•

Email

3

0

U

I tried troubleshooting with the app and website and found nothing useful. Looking back at my logs of the up/down speeds I noticed the the upload speed dropped at the same time as the plan changed, hence my question. Downloads speeds remained the sam

user_s6r9kt

replied

3 hours ago

to the conversation:

0

U

Upload speed lower after changing plan

I previously had a consistent 40+ Mbps upload speed but after changing my plan I now only get 25. However the plan says I have100Mbps upload so I would expect to at least get the previous 40+ that my modem showed it was capable of.

Question

@user_ML From experience, even when I've seen credits post to balances during the middle of the billing cycle, and you're able to see the information updated when logging in online or through the Xfinity App the printed balance is what is taken out f

XfinityJustinC

commented

3 hours ago

to the conversation:

0

1

U

Why is my bill not updating

I was going to cancel my home internet service today after the bill went up to a price I can't afford. I spent almost an hour on chat with a rep who offered me a "manager promotion plan" that brought my bill to an amount I can afford. They told me I would get multiple discounts to achieve the afford

Question

Hi, @user_ML I completely understand wanting to ensure your network security, and ensuring your account is recognizing correct device information. If you already haven't done so, I would recommend naming your devices to see if that will help the netw

XfinityJustinC

commented

3 hours ago

to the conversation:

0

U

No one will explain why my phone keeps changing on WiFi connect

I was told by customer service last year that my WiFi had been hacked and I needed a new router so they sent one. Then I was told again recently that I needed new equipment with "better security" and a tech came to my home and switched the gateway again. Every time I connect my iPhone to my WiFi, i

Question

U

Due date extension

Is there any way to extend a payment arrangement by a few days?

Question

•

Customer Service

5

2

0

U

@XfinityJustinC Thank your for your reply. To clarify, the rep did not tell me the truth when they said the bill would update today? So I'm going to have to either pay the month's too expensive charge this month or cancel my service? Thanks for yo

user_ML

replied

3 hours ago

to the conversation:

0

U

Why is my bill not updating

I was going to cancel my home internet service today after the bill went up to a price I can't afford. I spent almost an hour on chat with a rep who offered me a "manager promotion plan" that brought my bill to an amount I can afford. They told me I would get multiple discounts to achieve the afford

Question

U

@tuffigirl Thanks for the reply. However, it’s just been 8 months. I hope the card is not expired yet.

user_d28ife

replied

3 hours ago

to the conversation:

0

U

Expired Welcome Debit Card

Hi, I received a Welcome Visa debit card on March 2023 when I signed in to Xfinity Mobile. I forgot to activate it and put it away. Recently, I realized that it has already expired. I looked at the forum for the solution, but I needed help to send the direct message that was suggested i

Question

U

How to setup a booster for a Xfinity box (xFi?) internet?

I have a tp-link router and I want to use it as a booster for my xFi modem+router combo. I appreciate it if someone could provide step-by-step instructions. Many thanks!

Question

•

Your Home Network

5

0

@mbpros I appreciate the follow-up information that your were attempting the log in with the primary Xfinity ID. Looking over the Max login set up, I did notice it mention that if you're trying to log in when connected to your network it will prompt

XfinityJustinC

replied

3 hours ago

to the conversation:

0

I Cannot sign in to HBO Max anymore because it says I am a secondary user

I cannot sign in to HBO max because it says I am a secondary user. I looked up my Xfinity User ID (I was using a secondary ID), used that...and even reset my password....BUT even though I'm using the correct Xfinity User ID and password, I still get this stupid error message with Max. HELP!

Question

U

No one will explain why my phone keeps changing on WiFi connect

I was told by customer service last year that my WiFi had been hacked and I needed a new router so they sent one. Then I was told again recently that I needed new equipment with "better security" and a tech came to my home and switched the gateway again. Every time I connect my iPhone to my WiFi, i

Question

•

Xfinity Mobile

4

1

0

Hello, @user_ML. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance in regard to your billing concern. I wanted to ensure I'm getting the proper expectations set up for you in regard to billi

XfinityJustinC

commented

3 hours ago

to the conversation:

0

1

U

Why is my bill not updating

I was going to cancel my home internet service today after the bill went up to a price I can't afford. I spent almost an hour on chat with a rep who offered me a "manager promotion plan" that brought my bill to an amount I can afford. They told me I would get multiple discounts to achieve the afford

Question

They expire after a year... it says it right on the card. Unfortunately there's nothing you can do about it.

tuffigirl

commented

3 hours ago

to the conversation:

0

1

U

Expired Welcome Debit Card

Hi, I received a Welcome Visa debit card on March 2023 when I signed in to Xfinity Mobile. I forgot to activate it and put it away. Recently, I realized that it has already expired. I looked at the forum for the solution, but I needed help to send the direct message that was suggested i

Question

I was using the Primary Xfinity ID...and still was encountering the same error message. I found out my wife has a separate Max login so I tried to use that. It did take me into Max...but as soon as I tried to watch any program I received a mes

mbpros

replied

3 hours ago

to the conversation:

0

I Cannot sign in to HBO Max anymore because it says I am a secondary user

I cannot sign in to HBO max because it says I am a secondary user. I looked up my Xfinity User ID (I was using a secondary ID), used that...and even reset my password....BUT even though I'm using the correct Xfinity User ID and password, I still get this stupid error message with Max. HELP!

Question

Hello, @user_ML. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance with your 2-step verification. If you haven't checked, we do have this great article that has great information to ensure y

XfinityJustinC

commented

4 hours ago

to the conversation:

0

2

U

Sign-in security confusing and weird

I have nothing but problems with the Xfinity app (no I'm not using the discontinued app). The last customer service rep I spoke with told me the app should not be asking me to use the web to sign-in but I'm always directed to an in-app web page to login. Whenever I'm using the app and 2 factor is n

Question