Xfinity Community Forum

@user_n225re I appreciate you sending the direct message with the requested information. I'll follow up with you there to continue with the Xfinity Membership redemption concern. If I'm unable to assist with perk redemption on my end, our team does w

XfinityJustinC

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5 hours ago

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Can't access membership rewards benefits.

Like many people here I can't access my membership rewards benefits. I get the message "Sorry, you’re not eligible to redeem benefits." I am the primary user (I have no other users). I am eligible. I receive emails telling me I am a platinum member. Two customer service agents on chat have assured m

Question

user_dhaukz, thanks so much for reaching out through Xfinity Forums. I would be happy to help you get a shipping label. Please send us a DM with your name and address. Here are the detailed steps to direct message us: 1. Click "Sign In" if necessary

XfinityAngie

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5 hours ago

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Security camera

I want to return my security camera, I need the prepaid label

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XG1v4

I need to replace existing x1 with XG1v4 ASAP. Getting new 4k tv. Is this the best way to get to DM. Thanks

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X1

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@XfinityFrank wrote: "... have you been able to test with a wired ethernet connection to a laptop or desktop ..." How? Comcast/Xfinity no longer offers a speed test page for Ethernet-connected devices. The former Speed Test page simply refers users

BruceW

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5 hours ago

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help with slow download speed

Our download speed is MUCH slower than promised. We're paying for 300Mbps and getting less than 32! Spent hours on the phone with customer support and they assured me it was our ARRIS cable modem and that a new XV8 (?) from Xfinity would solve the problem. Came home with it, connected and no change.

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Samsung device purchase with extra $600 savings

Last night I tried over and over again to buy Samsung s26 ultra with the $600 savings on top of trade in value. It was a promo that was set to expire yesterday. When I could not get it to work, I tried claimed the members reward promotion which was also a $600 savings on top of trade in value on any

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Customer Service

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@XfinityJon I received an automated email to return this equipment. That is all it says. I never had tv.

user_q11wkz

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5 hours ago

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4K cable converter

I have no idea what this is. I never saw it on any bulls before and did not receive it—I never had tv so I am uncertain where this magically manifested from. I cancelled service and was told I need to return this—but since I never had it, I can’t return it. Is anyone able to assist?

Question

Hi @user_hakif8 thank you for taking the time to contact us about your final billing. We understand higher than expected bills can be concerning. Your final billing will reflect the dates billed in your billing cycle, and unreturned equipment fees, a

XfinityEva

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5 hours ago

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Incorrect final bill after cancellation

I disconnected my service on August 15 and was told by Xfinity that my final prorated balance would be approximately $18, but I am now being billed about $40. I need assistance reviewing and correcting my final bill. [Edited: "Personal Information"]

Question

Thank you so much for this information. Let's take a look at this closely. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top rig

XfinityRoberto

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5 hours ago

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Can't access membership rewards benefits.

Like many people here I can't access my membership rewards benefits. I get the message "Sorry, you’re not eligible to redeem benefits." I am the primary user (I have no other users). I am eligible. I receive emails telling me I am a platinum member. Two customer service agents on chat have assured m

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Previous owner owed bill

I'm a new customer. They said someone owed a previous bill from my unit number. I went to store provided all my info and previous address. They said issue was resolved. I had working internet that day and the next. Then my account was disconnected. I called again they put another ticket in. I need i

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Email

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Cannot get UPS return label because no device is listed!

I'm trying to return my Flex Box with a UPS label, but on the Xfinity Return page, no device is listed and therefore I cannot select anything to return! Harika in chat says they can't do anything about it!?! Can anyone at Xfinity help me get a UPS label? I want to return this but I don't want to wai

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Flex

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@XfinityFrank Thank you - just sent.

user_grpov1

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5 hours ago

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After already being contacted by an 'escalation specialist', my account problems have worsened and the specialist won't write me back.

For approximately 6 weeks, I have been attempting to connect with my 'account manager' as the issues between managing my two accounts have been extreme. Since actually hearing from an 'escalations human', I have now experienced multiple alerts stating that my ticket has been closed, my account has b

Question

@user_lbo4rk you're welcome, and really appreciate all the information you've provided it's really helpful. With the next step on my end, needing to open a ticket for the team to come back out and address the line before it gets buried. I'll need to

XfinityJustinC

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5 hours ago

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How do I file a complaint about shotty workmanship during a service appointment?

Recently, a service appointment was completed to have service restored after an outage caused by a cut service line. The technician could easily identify what occurred, and replaced the line, but the line he replaced with is not long enough to be buried underground. No slack, stretched in the air fo

Question

This customer is not alone. It has nothing to do with your rewards page updating. The Xfinity support services are all a total abomination starting with your automated phone system & dealing with people in other countries who do not unders

user_63433f

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5 hours ago

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10 days of rewards

Dear Xfinity, You all hooped and hollared about 10 days, 8/20-8/30 of amazing rewards. Yes, last Thursday was a good showing but nothing else. I check at least once or twice a day. The park tickets was really nice but we don't live in Florida and as we are older and walk less. That was a biggy rewar

Question

Hi there, @user_grpov1. Thanks for reaching out to us here on the Community Forums and sorry to hear you've been having trouble getting assistance with your account issue. We can take a look and assist. Please send a direct message to us including y

XfinityFrank

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5 hours ago

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After already being contacted by an 'escalation specialist', my account problems have worsened and the specialist won't write me back.

For approximately 6 weeks, I have been attempting to connect with my 'account manager' as the issues between managing my two accounts have been extreme. Since actually hearing from an 'escalations human', I have now experienced multiple alerts stating that my ticket has been closed, my account has b

Question

user_xtuiz1, thank you for reaching out to us through Xfinity Forums. I am sorry to hear you're having trouble getting the credits promised. When you set things up, were you trading in your old phones?

XfinityAngie

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5 hours ago

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Credits Discrepancy since Oct-Nov. 2025

When I signed the contract to bring our numbers to Xfinity and replace two old IPhone 13 for two new iPhone 17pro phones, I was promised: $28 and $21 dollars for each phone in credits per month. Plus, as a previous Internet customer, I also was promised to receive $40 in credits (equivalent to one f

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internet speed

I have the 2100 mbps download speed plan (the fastest plan offered). I receive emails from xfinity regularly stating that they measured my speed at, or above, plan speed. I just received one today that said they tested our connection at 2390 mbps. Our internet connection is PAINFULLY SLOW, all the t

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Your Home Network

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Recurring evening latency spikes to 900ms with packet loss - signals clean, T3 timeouts back Aug 20 after May repair

Wired PC, customer-owned Motorola DOCSIS 3.1 modem, no in-home splitter (a technician removed the extra one earlier this year). SYMPTOM Bursts of 45-50 seconds where latency goes from about 25ms to 900ms with roughly 1% packet loss, several times an hour, mostly in the evening. Speeds stay at provis

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Your Home Network

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@user_8i8mmm I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you

XfinityDena

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6 hours ago

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Called 8/25 regarding mobile issue

Hello yesterday I called because I was having issues with a promotion. I talked to an agent for about 40 mins and after that I was transfer to a very rude and disrespectful "manager" that would talk over me instead of letting me explain what was the issue. He explain a little of what he thinks happe

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Credits Discrepancy since Oct-Nov. 2025

When I signed the contract to bring our numbers to Xfinity and replace two old IPhone 13 for two new iPhone 17pro phones, I was promised: $28 and $21 dollars for each phone in credits per month. Plus, as a previous Internet customer, I also was promised to receive $40 in credits (equivalent to one f

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Billing

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Thank you for your understanding and assistance. I've attatched two photos. In the first, you can see the new line, a black line, is draped down from the box on the house and stretched out to the street box, which is in the second. There is no slack

user_lbo4rk

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6 hours ago

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How do I file a complaint about shotty workmanship during a service appointment?

Recently, a service appointment was completed to have service restored after an outage caused by a cut service line. The technician could easily identify what occurred, and replaced the line, but the line he replaced with is not long enough to be buried underground. No slack, stretched in the air fo

Question