Xfinity Community Forum

@user_8kmfcq, I do see that the team has been in contact. We have no further updates to share at this time. Please keep an eye on private chat for a follow-up. Thanks!

XfinityFrank

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3 hours ago

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URGENT: Excessive Roaming Charges

Hello, I am writing to formally dispute an excessive and unconscionable roaming charge of $14,974.99 USD generated by an iPad on my account while in Mexico. I was never informed that this specific device was ineligible for standard roaming coverage or that it would generate 'pay-as-you-go' charges a

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Any update on the fix for this? Thanks!

jprausch

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4 hours ago

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No On Demand Title Expiration Dates??

I noticed on Sunday evening as I was looking through movies On Demand that seemingly all of the expiration dates have been removed. Is this true? Did you remove all the expiration dates from On Demand movies so we don't know how long we have to view them?

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Yes I got correct information with them at https://forums.xfinity.com/direct-messaging. But had to wait until February 16 to get the full information.

user_szz4s0

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4 hours ago

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Question regarding "Loyalty Discount" email - amount not showing in statement or bot

I received a notification from xfinity@updates.xfinity.com and a text from 266278 stating that a "Loyalty Discount" credit will be applied to my bill for 12 months starting February 16, 2026. However, I cannot find the specific dollar amount of this credit anywhere. It is not listed in the "Account

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Upgrade Phone [Edited]

Yes - I am at a loss for words. Longtime Xfinity customer and encountered an issue on Sunday night that is STILL not resolved. I wanted to upgrade one of the phones on my account but was not able to finance. I have had Xfinity for 9 years, currently have 5 lines, and my mobile account has had every

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Customer Service

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Ethernet speed below 100 Mps

It seems my Xfinity router is limiting my ethernet speed to 89 MPS. I just installed new cat6a cable with no improvement. Ethernet port lights are flashing Amber. How can I get the speed improved. Router speed is over 700M.PS

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Your Home Network

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@XfinityJeffB hi’ supposed you guys are doing some calls today I’m waiting for the call.!!

user_8kmfcq

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4 hours ago

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URGENT: Excessive Roaming Charges

Hello, I am writing to formally dispute an excessive and unconscionable roaming charge of $14,974.99 USD generated by an iPad on my account while in Mexico. I was never informed that this specific device was ineligible for standard roaming coverage or that it would generate 'pay-as-you-go' charges a

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user_1qatzw Hello, I am happy to be of assistance. Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Sup

XfinityVictor

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4 hours ago

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Xfinity is dishonest and each agent will tell you different things

Trying to downgrade to decrease my bill. I went through the automated service on Tuesday, 1/6/26, to request cancellation of my Xfinity services. I was given a callback and spoke with a gentleman named Alex who acknowledged that the reason for my cancellation was due to the high monthly bill of $330

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@user_ficm50 Thank you for making us aware of these collection notifications you're receiving even after addressing this with us. Let's continue our conversation via DM.

XfinityRaul

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4 hours ago

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Urgent: Wrongful Collection Notices from Credence Resource Management

Dear Xfinity Customer Support, I am writing to report that I have been receiving collection notices from Credence Resource Management regarding my Xfinity account. I believe these notices are incorrect, as I have already addressed my account concerns with Xfinity. This is the recent message received

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I just broke the code for this. Go to https://xfinity.myprepaidcenter.com and enter your activation code. Then fill out the form, sign and bingo. you have your card

user_b18a36

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4 hours ago

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prepaid master card trouble shooting

I received an email to activate a prepaid mastercard they sent to me. When I click the link, it brings me to a page not found response. When I call the number, it's not for xfinity. Help?

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Xfinity is dishonest and each agent will tell you different things

Trying to downgrade to decrease my bill. I went through the automated service on Tuesday, 1/6/26, to request cancellation of my Xfinity services. I was given a callback and spoke with a gentleman named Alex who acknowledged that the reason for my cancellation was due to the high monthly bill of $330

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Customer Service

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@XfinityDemetrise I did that and no one has responded.

user_1h3hws

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4 hours ago

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Hard line to pole and drop line repair

My internet service has been down since 02.15. The hard line to the pole is down and so is the drop cable from house to pole. Will Xfinity make these repairs? If so, what is the timeframe? Please help.

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Hello, user_a4veet! I'm sad to read you're no longer an Xfinity customer! Let's take a closer look together and ensure you're all set. If you could please send a direct chat message with your full name and complete service address to “Xfinity S

XfinityThomasA

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4 hours 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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Once our Security team contacts you after filling out the form, you can provide the amount reported by Collections, so it can be cleared, @user_iqnpt1.

XfinityNatalie

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4 hours 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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@JerodC Thank you for laying that out clearly. I can absolutely understand why that would be concerning, especially when the credits were applying correctly for months and then suddenly stopped. Device credits are tied to two main thin

XfinityAirelle

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4 hours ago

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Device credits not being applied after trade-in

I traded in an iPhone for an iPhone 17 a few months ago. The trade-in was accepted and the device credits were successful applying to the account each month. Suddenly, after a few months, they stopped applying and my bill jumped up. The customer service rep said that the line was not on an eligible

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That will be all. You guys have a great weekend. Very grateful for your help!

user_xx19j3

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4 hours 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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Please accept my apology, @XfinityMelinda , for referring to you as Michelle above and in the DM!

A_Longtime_Customer

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4 hours 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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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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4 hours 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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4 hours 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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Customer Service

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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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4 hours 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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