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Concern moved here to the TV help section.
Cable TV sound
I went through the instructions to setup my Gateway and TV box; I finally got a picture, but no sound through my home theater system.. There has to be a way to do this... I've tried everything I could think of - can you help?
Question
Hi user_mmug1o! We appreciate you taking the time to reach out on our Xfinity Forum about this internet concern. Please know my team is always here to support you. I would like to take a look at your account to confirm everything. Please send us a Di
WiFi
My gateway is online and broadcasting Wi-Fi, but connected.xfinity.com says ‘Your Xfinity Internet service is not active.’ I have been paying for service. I need to know why my Internet service was deactivated and what my recent payments were applied to.
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Need account help
My bill almost doubled month over month and had an add-on I don't recall authorizing. Need help.
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Billing
5 Year Price Lock Guaranteed not fulfilled
My bill went up from $50 to $100 as “my year long discount has expired”. The person whole sold us the xfinity wifi ensured it was a five year price lock guarantee. So I need a way to get my bill lowered back to the original I was promised. I’ve tried calling and the robot will not answer my question
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Billing
user_a3uwmg, Hi there, and thank you for reaching out. I can certainly understand your concern, especially after already returning your modem and seeing a different device listed in the email. We'd be happy to take a closer look at the equipme
4K Cable Converter Wifi
Hello I just cancelled my service on 8/30 and received an email a few days later asking me to return the 4K Cable Converter Wifi which I don't know what it is. I returned the rental modem/router (black tower looking thing) to the store and still have the receipt for it. The serial number on the rece
Question
Concern moved here to the Customer Service help section.
Looking to get WiFi Pro Extender battery.
Ordered and received the WiFi pro extender but need the back up battery. There was no option to order it when ordering the pro extender. Kind of defeats the purpose if you need to beg for the battery after purchase. I understand it’s $60.
Question
4K Cable Converter Wifi
Hello I just cancelled my service on 8/30 and received an email a few days later asking me to return the 4K Cable Converter Wifi which I don't know what it is. I returned the rental modem/router (black tower looking thing) to the store and still have the receipt for it. The serial number on the rece
Question
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Customer Service
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
WiFi
My gateway is online and broadcasting Wi-Fi, but connected.xfinity.com says ‘Your Xfinity Internet service is not active.’ I have been paying for service. I need to know why my Internet service was deactivated and what my recent payments were applied to.
Question
@user_9jzjpn - We would be happy to help however we can! Please just note that sending unsolicited private messages to myself or any other user is a direct violation of our Forums guidelines. You must first create your own public post requesting as
Internet won’t connect
I just moved. I’m a long time Xfinity customer. I plugged into the coax cable at my new place. It didn’t activate/set up. I used the chat bot and spoke with an agent. After an hour the agent ghosted me. I talked to the previous tenant. She used ATT and a CAT5e cable, not COAX. All I want is a tech t
Question
user_itg0nt Hi there! Thank you for reaching out. I can understand how frustrating it must be to be without service for that long, especially when there are no reported interruptions in your area. We'd like to help look into what's causing the issue.
Xfinity prepaid
My WiFi haven’t been working this whole month. I have 16 days left till my next refill. I need this fix immediately. There are no outages in my neighborhood l.
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Hello, @user_3v6rby, and thank you for reaching out through our Xfinity Community Forums. I'm very sorry to hear that your bank account was hacked. I can only imagine how stressful that situation has been. I'd be happy to review your account with you
Payment issue
I had a payment scheduled but my bank account was hacked so the payment that was scheduled was kicked out
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user_7avj8d I would be reaching out if I were in your shoes too. Our team is here for you. Please send us a DM with your full name and complete address. How to Send Us a Direct Message: Click "Sign In" if necessary. Click the "Direct Messaging
Equipment not delivered but says delivered in the app
I ordered Xfinity WiFi and it said in the app that my equipment has been delivered, but I never received it. Please help.
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@user_4j04s6 Thanks for reaching out, and congratulations on your move! It sounds like you just need to open the Xfinity app and set your new address as the default. This link has helpful information on managing your Xfinity ID when it’
Moved to new address Xfinity App shows old address new service address is not tied to my account
Moved to an ew address and did the transfer before hand. All was fine for three days until the internet stopped working. Xfinity live chat was able to fix the issue, but not my WiFi is prompting "paused." I need to un-pause it in the app, buy my app shows my old address and not the new one. It also
Question
Hello, @user_ts9yek thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and I can definitely help with an account review to see what promotion options are currently available. I'm glad our awesome Forum exper
I need my original plan back
I need help restoring my previous Internet/mobile bundle after a temporary summer upgrade. Before July 2026, my account had a 300 Mbps Internet plan with the 1.2 TB data allowance and a promotional price of approximately $15/month, together with one Xfinity Mobile line at the bundled $40/month rate.
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You can go online at our Comcast business website and look at the pricing there. You can either place an order online or you can call the number on the site.
URGENT — Residential address incorrectly classified as business
My residential service address is incorrectly classified in Xfinity's system as a business address. When I try to order Xfinity Internet, I receive the message "This looks like a business address" and am only offered Comcast Business. This is a residential residence and I need to establish residenti
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@user_rnujkm I work from home as well and understand the importance of having a reliable connection. Our Xfinity App is a great resource to use to view and check for planned maintenance. Our apologies for the frustration we caused as we upload
Work in Area
Why can't xfinity send an email or some kind of communication that you will be working in the area and will not have internet. I work from home and have meetings. Some notice would have been nice to have. I'm not having to hotspot my phone and dealing with that impacting my data. I've stayed with Xf
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user_w64mf6 Hello and thank you for reaching out via our Xfinity Community Forums. I would be happy to check in to the status of that past work order and set one up if that is needed. To get started, please send a direct message with your full name a
Broken Hardware outside home
The exterior cable enclosure on my house and the broadband pedestal in my yard are both cracked open and exposed to weather. A technician confirmed months ago that both need replacing; some of the damage happened during that visit. Nothing has been replaced. Chat support hasn’t been able to schedule
Question
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
Payment issue
I had a payment scheduled but my bank account was hacked so the payment that was scheduled was kicked out
Question
user_wrqc64 Hi there, and thank you for bringing this to our attention. As a customer myself, I can certainly understand how frustrating it would be to see your bill double after being told you had a 5-year price lock guarantee, especially when you'
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5 Year Price Lock Guaranteed not fulfilled
My bill went up from $50 to $100 as “my year long discount has expired”. The person whole sold us the xfinity wifi ensured it was a five year price lock guarantee. So I need a way to get my bill lowered back to the original I was promised. I’ve tried calling and the robot will not answer my question
Question