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Closed account billing glitch after cancellation - balance error
I canceled my Xfinity internet service on September 10 and used my own equipment. My unreturned equipment fee was successfully waived, and a live chat agent confirmed I would have a $99 credit and a $0.00 final balance.My final statement date was scheduled for October 20, but my online portal is gli
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Billing
Xfinity stole my phone
I have screenshots of the deal; Xfinity stole my new Flip 7 and instead of the $1100 trade in and $200 visa, they charge full price. Their AIs just keep typing the same excuses; the only way to resolve is to report my phone as stolen and have my CC company dispute any charges while I switch. NEVER T
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Devices
My Sister needs help resolving problems with her iPhone 17e
The phone was purchased in August. She is unable to correct problems with intermittent lack of dial tone and volume control (ring and speech). Would it be possible for her to receive help at the Xfinity Mobile Store?
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Devices
Hello, @user_y1kh2k! Thank you for explaining what you're seeing. If the activation code on your TV contains both letters and numbers, but the page on your phone only gives you a numeric keypad, it sounds like the code may be getting entered in the w
Univision channel
When I get to the univision channel, it's asking me to download what they called, but the code has an alphabet and numbers.And when it goes to my phone I can only use numbers.There is no alphabet for me to
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@XfinityAldrik Before I do that: The WPS button - that's the button on the back of the Gateway, right? Above all the ports? What happens when I do that? Will I have to reconfigure the Gateway? Is it reset back to username=admin, password=on the l
How to configure a Gateway in Bridge mode. Can no longer do it via webpage and no option in App.
My Gateway is in bridge mode. I used to be able to administer it via http://10.0.0.1 but I can no longer do that. I cannot do it via the app either. How can I now configure my gateway? The xFinity Assistant was, unfortunately, completely useless and gave a non-sensical answer to the question above.
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@user_7wbksv, thank you for providing those details. I can certainly understand how concerning it must be to receive an empty package when you were expecting a new device. We appreciate the steps you've already taken, including filing a police report
Empty Xfinity Mobile package delivered – Police report & photos submitted [Edited]
Hello, On October 14, 2026, FedEx delivered a package that was supposed to contain my wife’s new Xfinity Mobile phone. The box arrived opened and empty—no phone inside. I immediately filed a police report, contacted Xfinity, and submitted the police report along with the FedEx tracking information.
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Hey there, @deejay_, thanks for reaching out through Xfinity Forum. We would be happy to help you with adding channels to your Xfinity services. Can you please send us a direct message with your full name and your full address? How to Send Us a Dir
Additional Channels
Hi, I pay for my internet services through my apartment complex. I was seeing how if it were possible for me to add more local channels to stream. I used to get FOX, ABS, CBS ect. However, I no longer get them. Am I able to gain access to those channels again? Deja
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Hello, user_w94dl4! Thank you for joining us here on the Xfinity Forums. Our team would be happy to help in every way we can. Please send us a Direct Message. On a Desktop: Make sure you’re logged into the forums.Click the Direct Message icon i
Repeatedly Sent to Collections
I signed up to add service to a second address that I ended up canceling and never setting up. I spoke to a service representative and they cleared the charges from my account. According to the app and all records, I have always been in good standing. Well this cleared debt was sent to collections a
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Good afternoon, user_64z81n, thanks so much for reaching out here via our Xfinity Forums with these phone ordering questions! We'd love to do all we can to help. Please send a direct message by clicking the chat icon in the upper right c
New phone shipped to old address can’t cancel order!!
Yesterday, I ordered a new iPhone 18 Pro Max. The system automatically shipped it to my old service address, where I currently have no active service.I attempted to cancel the order yesterday immediately after placing it, but phone support told me it was "pending" and to call back today. Today, a sh
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It was a pleasure working with you in private and going over the promotions that we have available. We do appreciate you and we truly do appreciate your business!
Plan Change?
I'm an existing Xfinity Internet customer paying approximately $114/month for 600 Mbps. AT&T Fiber has now become available at my address, including 500 Mbps service for $60/month. Before changing providers, I'd like to review any current loyalty, retention, or promotional pricing available on my ac
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We appreciate you confirming those details @XBond! For troubleshooting purposes, please hold the WPS button down for 30 seconds. This will reset the gateway and require the Xfinity app to activate it. Once activated, the steps above should work to re
How to configure a Gateway in Bridge mode. Can no longer do it via webpage and no option in App.
My Gateway is in bridge mode. I used to be able to administer it via http://10.0.0.1 but I can no longer do that. I cannot do it via the app either. How can I now configure my gateway? The xFinity Assistant was, unfortunately, completely useless and gave a non-sensical answer to the question above.
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user_3w2nmt - Hello! Thank you for joining us here on the Xfinity Forums and for reporting this issue. We appricate your feedback and the oppurtunity to assist. You can access your billing statements by signing in to your account with a Primary or Ma
Website Complaint
Please do something about your website. The billing history is not available no matter how many times you select it, you only get the current bill and bill details no history. Also, for a communication company, I would think the response time from menu page selection to load would be much faster. I
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Hi there, @user_02kybo! We wish you well with your health! I am sorry to hear that you want to return the new Apple Watch. This link shows more about returning or exchanging your mobile device or accessories,https://www.xfinity.com/support/articles/r
Need a return label to return apple watch
I am requesting a prepaid return label (UPS or FED X) to return Apple Watch and cancel service on it. I was misled into thinking it was free by 2 different associates and disappointed that I was lied to by both. Please send to [Edited: "Personal Information"]. the watch was delivered to STaples UPS
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How long for service to be restored after paying overdue balance
Hello, i ended up having an overdue balance as my autopay was associated with a card that’s no longer active. I paid my balance in full. How long until service is restored? thank you!
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Customer Service
Billing Dispute - Request to Waive $100 Technician Fee for Outdoor Infrastructure Repair
Hello, I am writing to dispute a $100 technician appointment Installation fee on Oct 11 that has been applied to my current bill. I am an existing customer who experienced a sudden, total loss of connection for Internet and Cable serivces. A technician was dispatched to my home on 10/11, and upon in
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Billing
mykesbytes, thank you for reaching out and creating a new post. I also see you followed up via direct message, and we can jump back into a private chat when we're ready. As a heads-up, it is a violation of the community guidelines to send our team an
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Webmail Search Index Broken - Only showing yesterday and today
My email search bar is corrupted and only displays matching emails from yesterday and today. This happens in incognito mode and on multiple devices. I am making this post so an Official Employee can reply and help me open an engineering ticket to rebuild my search index.
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