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Complaint regarding iPhone trade-in reimbursement, Ticket ECM0020819728
I have never received a credit for my iPhone 15 Pro Max trade-in. I contacted Xfinity Mobile in Oct 2025 to inquire about iPhone trade-in promotion. Xfinity Mobile representative said I would need an Xfinity Premium Unlimited mobile plan to take advantage of the promotion, so set one up for me. I ma
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Plan
Thanks for checking. Can you verify the third-party mail service you're using for your email?
Unable to send email
I’ve read the previous responses to this issue and gone thru the fixes in settings. I cannot find a direct message icon on my Xfinity app and the chat is no help. Can someone please help? This hasn’t happened before and I’m baffled
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Hi, thanks for this! Step 1: third party access is on Step 2: i changed the settings and when i hit “Done” a popup came on saying “The POP server “imap.comcast.net” is not responding. Check your connection and that you entered the correct informatio
Unable to send email
I’ve read the previous responses to this issue and gone thru the fixes in settings. I cannot find a direct message icon on my Xfinity app and the chat is no help. Can someone please help? This hasn’t happened before and I’m baffled
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Hi — I recently regained control of my family’s Xfinity account and my Xfinity ID now shows as the Primary user. However, I still cannot access Membership/Benefits. This does not appear to be a simple browser issue. In DevTools, I’m seeing account/se
Identity/Profile Mismatch Causing Rewards/Benefits Ineligibility
I have had both Xfinity Internet and Xfinity Mobile active on my current account since January 17, 2026. When I log in under my Xfinity ID (which shows me as Primary user) and select “View all Benefits,” I receive the message: “It looks like you’re not eligible for benefits.” Though my login says I’
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Thank you for taking the time to direct my message to the appropriate place where I may obtain the help I need!
Diamond Membership - 150 Hours DVR Perk lost when exchanged cable box
I received an email congratulating my Diamond membership (a 44-year customer), and as stated, I didn't have to sign up. My prior plan had 20 hours of DVR service. I was automatically upgraded to 150 free hours. Unfortunately, my cable box lost power, and it was exchanged for a "newer, upgraded" box.
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Hello @user_jpw31q, did you select the add to cart tab?
How do I add the $50 gift card promo (MC50) to my order?
A pop up window with the promo code showed up when I was signing up for a new internet plan but the offer was never added to my order.
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How do I add the $50 gift card promo (MC50) to my order?
A pop up window with the promo code showed up when I was signing up for a new internet plan but the offer was never added to my order.
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Customer Service
Thank you for posting on our community forums, user_37f21b. We appreciate your interest in our services and would be glad to assist you with the setup. Could you please send our team a Direct Message with your name and service address? Our team can t
Apartment Number not Showing Up When Trying to Set Up Internet
I am currently trying to set up internet for my first apartment. However, when I am going through the process it is not showing the correct apartment number in the drop down menus. It also does not recognize my apartment number as being a valid part of the address. Does anyone know how to fix this?
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Hey there, user_rr94bd! Thanks for reaching out to our XFINITY Community forum regarding your refund. We understand it is important to only pay for the services you are using. We can certainly look into this issue for you. Please send our team a dire
Request My Money Back Right Now!!!!!!!
I 36never use Xfinity internet/wifi for 3 years...............not worth for me ...... I want full refunds $35 per month x 36 plus yesterday Xfinity [Edited: All Caps]
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Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
Apartment Number not Showing Up When Trying to Set Up Internet
I am currently trying to set up internet for my first apartment. However, when I am going through the process it is not showing the correct apartment number in the drop down menus. It also does not recognize my apartment number as being a valid part of the address. Does anyone know how to fix this?
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cat 5 input from street
I have fiber to the house and not standard cable. I have no coaxial
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Your Home Network
Hi @user_4q7i85 I am so sorry to hear about this experience. Sounds like you have taken the right steps to have someone work on the ongoing issue. Let's connect through direct message so that we can continue on to the next steps. To send a di
slow internet - poor service
For over a week my internet speed has been around 300mbps. While I realize there might be some signal loss, I am paying for 2000mpbs. I called customer service and explained the issue, that nothing had changed inside my house and that it was an external issue. I was told that there were 2 separate i
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@user_ljp9de Thanks for reaching out to us regarding your internet service. I do apologize for any inconvenience this may have caused you, and I would be more than happy to assist you today. Please send us a direct chat message with your full name an
WiFi laggy
We had Xfinity before our apartments added it as a bulk plan ever since it has been glitchy and slower speeds especially noticed when gaming. we use an Ethernet cable when gaming also. Or when we have both tv ones watching different shows it will also be laggy sometimes.
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Hello, uo7! Thank you for choosing Xfinity and joining us here on the Forums. I want to make updating your equipment as simple and stress‑free as possible. You have a few options, and you can choose whichever works best for you: Online: You can
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Xb7 upgrade
How do I go about upgrading my old modem. The website says Xfinity pro will add it. It just loops to an AI chat with 0 help that bounces me back to the app. 1.2 Gb speed Internet with a very old outdated Motorola modem.
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