Xfinity Community Forum

Hi, @user_930cbf! I hope you move has been an easy one and that you are getting settled in. Thanks for wanting to return the modem back to us. I can get a package sent to you with a shipping label since UPS would not generate one when you stopped by.

XfinityRay

commented

7 hours ago

to the conversation:

0

U

Contacting customer service

I moved two weeks ago and there are no Xfinity stores near me to return this modem. I’ve been to UPS stores trying to ship it back but no one from Xfinity has given me a shipping label I can use. UPS just sends me away. I’ve tried contacting customer service multiple times but every way I go leads t

Question

YW @XfinitySara ! 😊

EG

replied

7 hours ago

to the conversation:

0

N

X-Class availability question

I’m not able to get X-Class service despite the customer portal showing it available for my account. I received a message from XFinity on Wednesday that I was eligible for a speed upgrade, and they offered to send me a new modem. I was surprised when it showed up the next day. I was able to connect

Question

U

Contacting customer service

I moved two weeks ago and there are no Xfinity stores near me to return this modem. I’ve been to UPS stores trying to ship it back but no one from Xfinity has given me a shipping label I can use. UPS just sends me away. I’ve tried contacting customer service multiple times but every way I go leads t

Question

•

Customer Service

11

1

0

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

EG

commented

7 hours ago

to the conversation:

0

U

Cancel Internet Before Activation

Yesterday I was approached by a representative about Xfinity fiber internet. I let myself be talked into signing up, I payed a $25 activation fee and set an appointment for installation. I have decided I do not wish to move forward. I want to cancel the appointment and the plan I signed up for, I al

Question

Thanks for taking the time to post on our Xfinity Community Forums page, @user_1klq83. I'd like to do everything I can to help in getting that line buried. Please send a direct message including your full name and service address, and we can get star

XfinityAbel

commented

7 hours ago

to the conversation:

0

2

U

bury cable line in backyard

Hi, We have had internet issues last October (2025) and the cable that was buried had to be replaced. We are still waiting for someone to come to our house to bury this cable. We have called and gone to the store to get this resolved. The utility company came out over a month ago to mark the lines a

Question

Accepted Solution

I am so happy we were able to get your account changed to what your household uses within the home, @user_009017! Please don't hesitate to reach out in the future if you have any questions or concerns, we are happy to help! Have wonderful rest of you

XfinityAdrienne

commented

7 hours ago

to the conversation:

0

U

Terrible Customer Service - Need Help

Still not getting any help regarding service changes that were to happen on my account. I'm tired of the delay tactics. I just need this taken care of now. Please let me know who to send a direct message to please.

Question

Hello user_epirzn, and thank you for joining us in our community with your request! We hate to lose you as a member of the Xfinity Mobile family, but are always here to help make sure any request you have goes as smoothly as possible 👍 To cancel any

XfinitySeth

commented

7 hours ago

to the conversation:

0

U

cancel my mobile service

Question

U

Split wifi

Good day, why is it not recommended to split WiFi bands to 2.4and 5 ghz. does it compromise data or have an extra cost?

Question

•

Your Home Network

14

1

0

U

Cancel Internet Before Activation

Yesterday I was approached by a representative about Xfinity fiber internet. I let myself be talked into signing up, I payed a $25 activation fee and set an appointment for installation. I have decided I do not wish to move forward. I want to cancel the appointment and the plan I signed up for, I al

Question

•

Customer Service

18

3

0

Hello @user_hkuca5 and thanks for posting your concern here on our Xfinity Community forums. I hear how frustrating this has been, especially when you’re not seeing the speeds you expect and haven’t been able to get a visit scheduled at a

XfinityCliff

commented

7 hours ago

to the conversation:

0

U

I pay for 1Gbps and only receive around 400Mbps [Edited]

I pay for 1Gbps and only receive around 400Mbps. They just keep resetting it remotely and it does nothing. Cant get an appointment scheduled for a time im available so im just stuck with bad service. Doesn't matter how nice you try to say it, if a company doesnt provide what you pay them for its a t

Question

U

Yes, please delete the profile. It was created in error.

user_py51xl

replied

7 hours ago

to the conversation:

0

U

Delete Account

I do not recall creating this profile. Please delete it. Thank you.

Question

@EG - Edited our reply with the proper instructions, thank you!

XfinitySara

replied

7 hours ago

to the conversation:

N

X-Class availability question

I’m not able to get X-Class service despite the customer portal showing it available for my account. I received a message from XFinity on Wednesday that I was eligible for a speed upgrade, and they offered to send me a new modem. I was surprised when it showed up the next day. I was able to connect

Question

user_uwncx0 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 Support."

XfinityVictor

replied

7 hours ago

to the conversation:

0

U

Cancel tv deceased acctholder

Need to keep Internet but cancel all TV at address

Question

U

I was supposed to be added as primary when we initiated program change due to passing of first accountholder last year, i think i was only added as mgr, but unsure. All billing and payments are done by me, however the other person listed, Jerry has

user_uwncx0

replied

7 hours ago

to the conversation:

0

U

Cancel tv deceased acctholder

Need to keep Internet but cancel all TV at address

Question

If your Xfinity Stream app on Roku stopped working in May 2026, it is likely due to a stuck authorization session, outdated software, or a required app update. Sign out of the app, uninstall it, restart the Roku via System Settings, and reinstall the

MikeB39A

commented

7 hours ago

to the conversation:

0

U

Roku Xfinity App stopped streaming may 2026

May 14, 2026 timeframe. Roku devices with Xfinity app. App loads, can see my saved shows, etc, select one saved show to watch, circle of death appears for about 2 mins, then error pops up saying Video cannot be played Error: TVAAP-00331. Tried multiple shows, no play. Went to bedroom tv/roku same th

Question

Some things to try: Perform a Hard Log Out: Completely log out of the Xfinity Stream app or portal. Close the app entirely, reopen it, and sign back in to force a refresh of your digital entitlements. Clear Local App Cache: If you are accessing

MikeB39A

commented

7 hours ago

to the conversation:

0

U

Xfinity Support

Resolution to an issue Please help me resolve this issue. I have been trying to get the movies that were in my purchases folder in Xfinity Stream back. The folder no longer has any titles listed. I have spent no less than 40 hours on the phone with Xfinity representatives and supervisors. I have bee

Question

U

new post

Lie, Lie, Lie, Lie, Lie. This is Xfinity (Comcast Cable) in a nutshell. When I went to sign-up, I told them I wanted a completely wired system (as in cable), as I am wireless averse and EMF sensitive. "No problem" they said. "The wireless radios can be disabled in the router UI" (no they can't) or,

Question

•

Your Home Network

11

0

U

bury cable line in backyard

Hi, We have had internet issues last October (2025) and the cable that was buried had to be replaced. We are still waiting for someone to come to our house to bury this cable. We have called and gone to the store to get this resolved. The utility company came out over a month ago to mark the lines a

Question

•

Customer Service

18

1

0

mabgeb, I'm glad to hear this is working for you. Was it anything you did?

XfinityAngie

replied

8 hours ago

to the conversation:

0

LAST button no longer shows DVR shows

If I stop a DVR program while watching it, using the LAST button will show this DVR program along side the last watched channels. As of today, the Last button only shows channels, not a DVR program that I stopped mid watch. Anyone else seeing this? Is there now some setting on the X1 box for this be

Question

Please follow the steps above to send us a DM so we can work on this together. We appreciate your patience and time on this!

XfinityJorge

replied

8 hours ago

to the conversation:

0

U

Buyout promotion not honored

I switched to Xfinity mobile services last August and have been trying to get the buyout promotion as promised since then. The Xfinity rep who sold me the mobile package never mentioned that I needed to submit a phone bill from my old provider or that it would take 16 weeks to receive the gift card.

Question