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user_1wkh95 Thank you. I have a feeling that our reply was missed. Can you check your inbox please?
Undisclosed Setup Fee
Hi, I am contacting you to proactively dispute a $100 professional installation fee that is pending for my upcoming bill. I opted for a self-installation, but the line to my unit had been physically switched over to Astound Broadband by a previous tenant. The technician who arrived determined that t
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@user_dk8ql5, I'm glad to hear you received help right away by calling in. Via social media, we do require the 2-factor authentication for security purposes, however. If no one has shown up, I would recommend trying to turn off the authentication the
Downed cable
A tree fell and stretched the cable coming from our house to the pole. It’s low across the street and needs to be fixed. I could not find a way to report this to you.
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I wasnt aware that charged for agent interaction. I rarely call. Maybe this is a fee I havent heard of.
agent told me i was charged for agent assistance
when i disagreed and asked for manager. she transferred me back in q. waited 54 minutes. explained everything again. that person put me on hold. transferred me back in w. then line hung up. service is just awful
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Nope that was an hour wastes of my time the last time I tried the private chat. Telling me you have to authenticate me eventhough I set up the 2 factor notification. I called the 1800 number and got help right away. He was very helpful. It’s just tha
Downed cable
A tree fell and stretched the cable coming from our house to the pole. It’s low across the street and needs to be fixed. I could not find a way to report this to you.
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I sent a DM with this information.
Undisclosed Setup Fee
Hi, I am contacting you to proactively dispute a $100 professional installation fee that is pending for my upcoming bill. I opted for a self-installation, but the line to my unit had been physically switched over to Astound Broadband by a previous tenant. The technician who arrived determined that t
Question
WiFi not working
WiFi is not working and there is no power outage. Trying to work. Now the description is stating I don’t have 20 characters.
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Your Home Network
Request to use your own third-party router with ONU
Just learned that we can now use our own router and not the XER10, would like to get this set up on my account. How do I proceed?
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Your Home Network
user_ofv4az Hello! Thanks for using our Forums and for contacting us. Have you had the chance to look over or try any of the troubleshooting steps above?
Xfinity Streaming App Drops Sound on Fire Stick - May 2026
Hi - The Xfinity Streaming App keeps dropping the sound when I'm streaming through my fire stick. It plays for about 16-18 minutes, then there's no sound. If I go out and back in, the sound is there again, but drops after 16-18 minutes. I've tried all kinds of troubleshooting. It only happens with t
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@user_dk8ql5, we still have you in private chat and would like to continue with assistance if we are able to get you authenticated. Meet us there when you get a moment.
Downed cable
A tree fell and stretched the cable coming from our house to the pole. It’s low across the street and needs to be fixed. I could not find a way to report this to you.
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New Modem
I received a new modem from Comcast, and tried to install it. After going through the installation process, I logged on to the internet through Microsoft Edge and got the following message ‘Your connection is NOT private’. The also happened with Google Chrome. What is the problem'?
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Your Home Network
No nothing was done. I had to call the customer service number and he said he scheduled an appt for a service member to come out twice and no one came. My husband had to secure the wire himself to keep the cable from going in the road. I pay way too
Downed cable
A tree fell and stretched the cable coming from our house to the pole. It’s low across the street and needs to be fixed. I could not find a way to report this to you.
Question
trying to connect Wi-Fi printer to new Xfinity Wi-Fi
Giving an error one check the selected access point is correct to check the entered pass phrase is correct. Three restart the access point at the same error occur occurs
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Your Home Network
Good question, @user_tq8so6. Typically, the service should not activate until you activate your equipment, but I have seen our services start in some areas once the requested start date has passed. We'll need to take a closer look at your account to
Internet bills
Hi, I receieved my Xfinity Wifi Gateway, in the mail, last week. However I decided I will do the setup next month, around mid Oct. Does that mean I am paying less money for the month of September?
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user_vcjjkx Hello! Thank you for reaching out. Can you elaborate on what issue you're having? We'll be happy to help in any way we can.
Comcast agent lied about creating a ticket
A representative lied and told me they created a ticket so they could drop off the conversation. I have screenshots of the live chat as well as another chat telling me the ticket doesn’t exist. Someone help!?
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Good morning @user_31ivmu, and thanks for reaching out to us on the Xfinity forums, and thank you @EG for moving the post, so we could respond. I am sorry to hear about the issues with the service, as someone that works from home I know how important
Direct message
A tech was working on the pole installing a new line to the house next door. I think he boggled something up with my connection because when he finished and left , I noticed my internet had gone down. I troubleshoot the connection and gateway and XA indicates the issue is not the gateway and that th
Question
I did a DM and got 0 responses. How long does it take? And I went to the website and priced out my setup as a new customer and it was way below the stated rate. Way BELOW. WHAT GIVES?
Xfinity Runaround
Here's the situation… I was on a chat at 2:30 on a Thursday afternoon about something totally different and it was offered the opportunity to quote lower my bill". I said sure, explore the options, but I do not want to have any loss of service or entertainment options. The representative assured me
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Unlocking issues?!
Alright so im hoping that someone here can help me figure out what xfinitys issues are with my phone. I have the Samsung Galazy Z Fold 7, I brought my device through the BYOD option. So its NEVER BEEN ON DEVICE PAYMENT PLANS. EVER. I purchased directly FROM Samsung.com UNLOCKED. Well, once an insura
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Devices
@user_5fb81w - We want to thank you again for taking the time to report this and work with our team while everything got addressed by the proper teams. It sounds like work was started and subsequently completed fairly quickly within the last couple o
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How to report damaged Xfinity network pedestal & get repair
Hi, The Xfinity network pedestal exposes live connections without cover. Can u help to send someone to repair & put back new cover before it rains
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