Xfinity Community Forum

Network outage - customer service useless

Internet went out the morning of 10/252026. Text message saying it'd be back up at 12:50am, then 1pm, then 2pm, then no time given. Trying to speak to a human being is like pulling teeth. AI or the bot just says sorry we're working on it. I work from home... when should I expect it to be working? I

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Customer Service

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Thanks for meeting us here in our community for assistance with your security system, @QueenB_90sfine. We're happy to help. Here's a helpful article to assist with connecting the touchscreen first: https://www.xfinity.com/support/article

XfinityLinda

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7 hours ago

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Security System

I’m having trouble connecting my sensors, doorbell & touchscreen

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user_3il6fh thank you for using the Xfinity Community Forum to reach out. I am happy to assist you with making a change to the account billing information. It sounds like you want to transfer service over to them. We can definitely help you complete

XfinityMarcus

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7 hours ago

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Transfer internet bill

I am moving but my ex will still be at the current address where I have internet. Can we change the billing info to her name and address or do I need to cancel it and she must call and get it hooked up again?

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Thank you for the reply. I understand your position and can only hope that you will escalate this issue to those who can explore how to resolve it.

1776444

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7 hours ago

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Xfinity Stream- Out of home

Why are so many channels not available when using the Xfinity Stream app away from home? Other streaming services, like DirecTV and YouTube TV, have all the subscribed channels available no matter where you are, at home or away. The excuse given in the Xfinity Stream app is that it’s a contractual i

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Hello @user_cucvqc. Thank you for reaching out to us regarding your account plan and billing. We would be more than happy to look into this. To make sure we have all the right details, could you help us clarify exactly what changes you noticed on Oct

XfinityQuemekia

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7 hours ago

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Account services or Plan-changes Specialist Request to reverse plan change

My account plan and billing has been changed by Xfinity on October 23, 2026 . I am contacting you 48 hours later, Oct 25, 2026, to restore my previous plan, effective as of the date of the change and confirm any billing adjustments. Please restore the account to my previous billing file. Or please t

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3 days of outage for upgrades??

I work from home. Well, I'm trying to. They worked in my neighborhood Thursday and Friday. Now I just got notification that they will be working again tomorrow! This is unacceptable!

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Your Home Network

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Disputing $500 Single-Day Data Roaming Charge. Requesting Retroactive Travel Pass Adjustment

I am disputing a $500 pay-as-you-go data roaming charge incurred over a single day. I was unaware that my line defaulted to pay-as-you-go rates rather than the $5 Canada/Mexico Pass. Paying $500 for one day of data is punitive bill shock. I am requesting a one-time courtesy adjustment to waive the p

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Plan

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1776444, I understand where you’re coming from, especially when comparing Xfinity with other streaming providers. All I can truly say is that these agreements are negotiated directly between Xfinity and the individual networks or content provid

XfinityVianney

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7 hours ago

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Xfinity Stream- Out of home

Why are so many channels not available when using the Xfinity Stream app away from home? Other streaming services, like DirecTV and YouTube TV, have all the subscribed channels available no matter where you are, at home or away. The excuse given in the Xfinity Stream app is that it’s a contractual i

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Technician appointment

My box continually is frozen and needs to reboot to turn on. Over the last week, it’s now 3x completely factory reset to where I need to input all the settings for remote and resign in to all my apps. This isn’t the box’s fault as I’ve gotten a new one before due to this issue. I am not going to tro

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Customer Service

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XB10 upload capped at ~40 Mbps on 2 Gig plan — provisioning check?

I upgraded plans in store yesterday from an old 600/35 (customer-owned Motorola modem) to a 2 Gig plan. I was originally planning for a 1G/1G bidirectional X-Class plan, but the manager offered a promotion. When I later looked on my account, the details say 2000/250. The plan name on my account show

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Customer Service

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Thank you, Eric. I have just sent the direct message with my account details as requested. Looking forward to your assistance!

user_o5ycw9

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7 hours ago

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Escalation: 10/24 In-Store Plan Change Raised Bill $31.29/mo, Removed Free Peacock, Added $55 Charge (23+ Year Customer)

Hello Official Xfinity Support Team, I am reaching out to Corporate Digital Care to request an immediate review and resolution regarding an in-store account change that occurred on October 24, 2026. I have been a loyal Xfinity customer for over 23 years, and prior to this visit, I had an active cont

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My initial question included the fact Xfinity says contractual agreements are why not all channels are available out of home. It also refers to the fact many other streaming services, including YouTube TV, DirecTV, and DirecTV Stream have all th

1776444

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7 hours ago

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Xfinity Stream- Out of home

Why are so many channels not available when using the Xfinity Stream app away from home? Other streaming services, like DirecTV and YouTube TV, have all the subscribed channels available no matter where you are, at home or away. The excuse given in the Xfinity Stream app is that it’s a contractual i

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1776444, Thank you for reaching out and creating a new post. Whether the programming is available in-home versus out of the home depends on the rights negotiated with each network. We always work to expand our options, but the current out-of-hom

XfinityVianney

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7 hours ago

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Xfinity Stream- Out of home

Why are so many channels not available when using the Xfinity Stream app away from home? Other streaming services, like DirecTV and YouTube TV, have all the subscribed channels available no matter where you are, at home or away. The excuse given in the Xfinity Stream app is that it’s a contractual i

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I had glitches in recordings on my XG2v2-P. From previous experience, the boxes start failing after a few years, so I thought a new one would solve the problem. I was sent a XiOne, but when I installed it, there were only 15 recordings, wherea

Daveecook

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8 hours ago

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New Wireless Cable Box vs. Coax Box

Hello, I recently received the email to update all 3 of my cable boxes. The new one's were sent and they are (3) small wireless boxes. I had (2) coax boxes starting with a serial #CS and (1) larger coax box starting with serial #PA (Pace box). I thought the Pace box was the main box. Can someone ver

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Wow! Seems as I am not alone. I am in the same situation. I signed up for 5 year price guarantee and after one month they switched me to the one year and after multiple phone calls.. they sent me to the store which no one can help you with billing in

user_si5q94

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8 hours ago

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Formal Complaint: Failure to Honor Promotional Rate and Provide Written Confirmation

To Xfinity Customer Service and Management, I am writing to formally complain about my recent customer service experience and to request immediate written confirmation of the promotional rate I was promised. I have been a loyal Xfinity customer for seven years, but the experience I had today was una

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TV and Internet not working

TV and Internet not working. Have tried to rest several times

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Channels and Programming

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user_ssrebt. I hear you, and I completely understand why you’re this frustrated. This wasn’t just one inconvenience. You experienced confusion with the original communication, difficulty getting help through chat, problems trying to retur

XfinityDilary

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8 hours ago

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Equipment upgrade email and website offer

I received an email telling me that’s it time to upgrade my tv equipment. Clicked the box, it’s on its way. A day or two later it appears on my porch, and it’s a streaming box for a second tv. I don’t have one. I didn’t ask for one, I figured it was a new primary box that was coming. After much hoop

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I would like to cancel cable TV and switch to internet only

I need to switch from my cable/internet bundle over to an internet only plan

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Customer Service

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Hello, and thanks for reaching out here on the community forums, user_911455! You've come to the right place, and we can take a look at your account and for any agreement that may be in place with your condominium association. Please send us a direct

XfinitySean

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8 hours ago

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Am I being double billed?

I live in a condominium association who recently made a new deal with Xfinity and i already pay for a high speed modem/router. How do I find out if and what im supposed to be getting?

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Flat service box

I am the only Xfinity customer that uses a very large service box outside of my house. I would it to be replaced with a flat box. Thanks.

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Customer Service

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