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How to speak with a live agent in customer retention department
I've chatted with several agents over the past several months and have been lied to repeatedly. I'm trying to reach a supervisor or member of management that can review previous chat sessions. Most recently chat ID -158402949438590703775 from 12/8/2025.
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Customer Service
I was actually able to get in contact with another Xfinity customer support member and they helped me through hopefully a resolution. We also scheduled a in person visit on the 15th so fingers crossed everything works out. I appreciate your help thou
Neighborhood is experiencing WiFi drops consistently
Hi, my family has been Xfinity customers for 10+ years as it was the only provider in the area. We upgraded to the gateway modem with 1gbps service and it was fine for a while. Over the past couple months we started to notice our service was dropping consistently maybe 5-10 times a day. I also recen
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I appreciate you verifying that as well, user_ohagq0. Let's take a deeper look here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue. To send a Direct Message: Click
Neighborhood is experiencing WiFi drops consistently
Hi, my family has been Xfinity customers for 10+ years as it was the only provider in the area. We upgraded to the gateway modem with 1gbps service and it was fine for a while. Over the past couple months we started to notice our service was dropping consistently maybe 5-10 times a day. I also recen
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Yes we have tried rebooting both ways, and I just checked the coaxial cable on both ends and it seems good and is fully tightened
Neighborhood is experiencing WiFi drops consistently
Hi, my family has been Xfinity customers for 10+ years as it was the only provider in the area. We upgraded to the gateway modem with 1gbps service and it was fine for a while. Over the past couple months we started to notice our service was dropping consistently maybe 5-10 times a day. I also recen
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Following as well. Using Outlook via Microsoft 365 and still on Windows 10. Any and all failures by Xfinity are certainly to be expected.
Email Stopped Syncing
Comcast emails stopped syncing yesterday. This is happening on both the phone using a 3rd part app, and the computer using Outlook. When I try to repair the connection on Outlook, it says "We couldn't connect to the incoming (IMAP) server using the specified encryption method. Please check the incom
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Hello @user_pf5hdq, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different
Internet outage/How can I talk to a human being?
I have been trying to fix my internet and have troubleshooted EVERYTHING. I even talked to someone on the phone but they said to wait two hours to let the modem reset, and now the assistant chat won’t even let me schedule an appointment. Mind you, it just ends up spamming ERROR. Everytime I try to c
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Thanks for checking that, user_ohagq0! Have you tried any troubleshooting steps on your end? Such as rebooting the modem manually or through the Xfinity App? Or checking the coaxial connection on both ends (wall plate and modem) to make sure the conn
Neighborhood is experiencing WiFi drops consistently
Hi, my family has been Xfinity customers for 10+ years as it was the only provider in the area. We upgraded to the gateway modem with 1gbps service and it was fine for a while. Over the past couple months we started to notice our service was dropping consistently maybe 5-10 times a day. I also recen
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STB = Settop Box, the box connecting the cable system to the TV
X1 broadcast and steaming signal drops
We have been experiencing audio and video " glitches" for several months. I've contacted both the phone support system and the assistant through the app. I've reset, restarted, unplugged, re-plugged my STB so many times it's going to sue for abuse. I still can't get an actual human to respond. I hav
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Internet outage/How can I talk to a human being?
I have been trying to fix my internet and have troubleshooted EVERYTHING. I even talked to someone on the phone but they said to wait two hours to let the modem reset, and now the assistant chat won’t even let me schedule an appointment. Mind you, it just ends up spamming ERROR. Everytime I try to c
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Customer Service
Thanks for posting on our community forums for assistance, user_7w5hg7. I'm sorry to hear about the dial tone not working with the new equipment. I know how frustrating this can be, and we'd like to help! Could you please send our team a Direct Messa
NO DIAL TONE AFTER NEW GATEWAY INSTALLED.
I just updated my old Xfinity Modem to the new Gateway (white) and am having an issue, no landline dial-tone. Before you ask, everything worked well for about a decade. No changes or upgrades except for the new Gateway. The phone jack is plugged into 1. I tried the other ports just for the heck of i
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same problem here. I also purchased a new Galaxy z flip 6 phone in 2025 and was told I would get a $400 credit over 24 months if I upgraded to the premium data plan. I did this over the phone with customer service. Well my $400 credit over 24 months
Xfinity Promo credit for new line & device
Hello, I'm writing to you today because I'm facing a significant problem. In May 2025, I saw a promotion in my Xfinity Android app. It promised a promo credit for the Samsung Galaxy S25 Ultra 512GB, which cost $1,419.99, with a $400 credit applied over 24 months. This meant the monthly payment shoul
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The Pitt (AMC) episode 6 missing On Demand.
The Pitt is airing on AMC the month of December 2025. The first 6 episodes are complete but only episodes 1 through 5 are available On Demand. How do we get episode 6 before episode 7 airs on 6/15?
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On Demand
bob-mmk We appreciate you sharing your issue as well as the work updates being done to get this resolved. I am glad you was able to get a technician visit scheduled as I am sure they will be able to get this resolved. Let us know how the visit goes T
Intermittent Modem Connection - no power on 21 of 32 channels
Working great - checked modem admin screen (Netgear CM3000) power on all channels 3.1 - 4.1 ish SNR 43 ish. Starting around 5:30 PM EST I started seeing the Internet drop off and on. Checked modem and saw 10 - 100's of thousands or uncorrectable erros on channels 12 and higher. Rebooted modem a few
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Following .. same issue. unable to connect to imap.comcast.net via any tools. Last successful sync was Sun 12/7/2025
Email Stopped Syncing
Comcast emails stopped syncing yesterday. This is happening on both the phone using a 3rd part app, and the computer using Outlook. When I try to repair the connection on Outlook, it says "We couldn't connect to the incoming (IMAP) server using the specified encryption method. Please check the incom
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Hey @user_mn2chd, Thank you for visiting our official Xfinity Forums Community support page. I am glad to hear you are able to successfully access your Xfinity Email through our online web portal. When visiting https://www.xfinity.com/email, do you g
Unable To Recieve Outlook Email But Can Get Webmail
All of a sudden Outlook stopped receiving emails and on my Android as well, but can send emails and can send/receive on Webmail. This is not a issue with settings because it just suddenly happened. Here is the error: Task 'xxxxxxx@comcast.net (2): Folder:Inbox Check for new mail.' reported error (0x
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I have Ultimate/ Sports and Entertainment, I am not sure if it's included in the Limited package however it should be because most of the times MeTV Toons is on a subchannel of a local broadcast. If you have patience and time you might w
MeTV Toons Finally on Xfinity channel 1736
Just in time for Christmas , a gift from Xfinity to us. They are finally offering the National /East Coast feed of MeTv Toons. You may get the channel or get an XRE message (XRE 03137 or XRE 03117) it may take a few days for Xfinity to add it to our packages. Watched for 30 minutes then video would
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Keypad Communications Failure
The batteries died in my wireless Keypad (Centralite). I replaced the batteries, with fresh batteries, which I tested with a multimeter. I put the keypad back on the wall. I now have a "keypad communications failure" showing in both the app and on the touchpad. The keypad lights work, and the button
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Devices and Equipment
Hi, @atordillos! Thanks for reaching out! Our engineering team continues to work on this. The issue has been complicated to fix and has not been resolved yet.
Can't view attachments in email
Prompted to download any attachment in email and still unable to view it.
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Hey @user_wkff2u, Thank you for visiting our official Xfinity Forums Community support page. It sounds like you received a new set-top box and needs activation. Rest assured that we are here to help. With the activation of the X1 set-top box, is the
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Voice guidance loop
New X1 box stuck in voice guidance loop on initial startup
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