Our internet has been out all day. First Xfinity said it was because of work in the area. Then it was damaged to the network. This happens all the time where we live. I'm tired of AI bots & AI operators. I want to know why, despite the completely ludicrous amount we pay each month, we can't have stable service. We've tried the other services available in our area (AT&T what a joke) but it's essentially a monopoly. The complete lack of any real customer service from Xfinity is such a joke. This is absurd. And we rarely if ever receive compensation. I'm mad.

Ever since I got xfinity, I was worried they’d didn’t bury the lines far enough for my new construction home after they came out. Well, today I had my scheduled lawn aeration service and during that my internet stopped working. Sure enough, I was able to find where the line was accidentally cut by the aerator after feeling around where the cable would be and it was so loose I could easily pull it out of the ground. I spent so much time this evening chatting with someone from their customer service who led me through all of these trouble shooting ideas, like resetting the modum, when I clearly knew the line was cut and just needed someone to come out and fix it. At the end, they said no one would be available for 4 days minimum and then the chat got cut off without even scheduling an appointment.

Was paying 60 for 500mb, and apparently the promo is over and it’s 120!!!

Called them to inquire and the phone rep tried to tell me the best they can do is 80?! Will be looking for a different isp.

Can’t believe their 5 year promo price lock doesn’t extend to existing customers

recently my pro WiFi extender stop working and in the app it says it needs attention, today I exchanged the old one for a new one but the same message appears does anyone know what I can do or if I have to call a technician

Hello. On 10/7, I agreed to a 5-yr contract with Xfinity for $55/mo for 300mbps. I only need internet at home. I'm immediately being charged $98 and the phone rep is telling me that the previous promotion is no longer available. Today is 10/15 and I received a message saying that my next bill will be for $98 also. Obviously, this is a bait-and-switch. Now I've been on the phone for 45 minutes.

We *just* agreed to 5 years, $55/mo, and 300mbps, and nothing is being honored.

Hello Xfinity! I'm receiving a persistent rendering error on my Rewards page across both my laptop and mobile app: "Cannot read properties of null (reading 'fields')".

I'm logged in using my Primary ID account and my Diamond status looks normal elsewhere. This started happening a while after customer support had to manually intervene to push the free Inception movie reward onto my account earlier this year, which I think may have messed up my data history.

Could someone on the official team please take a look and refresh my account profile parameters or open a ticket to fix this stuck rewards data so I can access the newest rewards? Thank you for your help!

1. Overview

I have been experiencing persistent internet performance issues for approximately five months, primarily involving unstable upstream latency, excessive jitter, and inconsistent real-time UDP performance. Despite approximately 18 technician visits, multiple troubleshooting attempts, and equipment and cabling changes, the underlying issue remains unresolved.

My primary concern is not download speed, general internet connectivity, or FPS performance. The problem is the inconsistency of the connection under load and its impact on latency-sensitive applications, particularly competitive online gaming.

2. Main Symptoms

The primary symptoms include:

• Unstable upstream latency: During upload tests, latency frequently fluctuates from approximately 30 ms to 50–100 ms or higher, with occasional spikes exceeding 150–200 ms.
• Excessive jitter: Upload-side jitter frequently exceeds 20 ms, whereas I would expect significantly more consistent performance for real-time applications. UPLOAD SIDE JITTER 30+ MS !
• Intermittent suspected packet loss: I have observed recurring upload-side instability approximately every 7–8 seconds while gaming. I cannot confirm that every event represents actual packet loss, but the pattern is repeatable and affects gameplay.
• Inconsistent UDP performance: Competitive games experience noticeable network inconsistency, including jitter spikes and inconsistent hit registration
• Performance degradation under load: Upload activity causes substantial latency spikes in some tests
• Inconsistent gaming experience: The connection may appear stable in basic ping tests, yet real-time gaming performance remains inconsistent.

3. Testing and Observations

I have performed numerous tests using command-line ping, WinMTR, Cloudflare speed tests, Ookla speed tests, and ExitLag network analysis.

The results show a discrepancy between conventional connectivity tests and real-time application performance:

• Idle ping to external destinations is generally around 18–25 ms.
• Ping to the local gateway is generally below 1 ms.
• Basic ping and WinMTR tests often report 0% packet loss when the connection is not under load.
• During upload tests, latency increases significantly and may fluctuate repeatedly rather than remaining stable.
• Some external destination tests show latency spikes during upload activity, even when packet loss is not reported.
• Cloudflare tests have shown occasional high latency spikes and upload-side jitter.

These observations suggest that basic ping and packet-loss tests alone may not adequately identify the underlying issue.

4. Troubleshooting Already Completed

I have spent considerable time troubleshooting the connection and have made multiple changes, including:

• Approximately 18 technician visits.
• Replacement of the coaxial cable on the existing route with RG6 quad-shield cable.
• Testing with and without the coaxial splitter.
• Replacement of the splitter, which improved some upload-latency measurements but did not eliminate the jitter.
• Inspection of the coaxial connections and a change to a different tap following a reported issue with the original tap.
• Testing different routers and network configurations.
• Testing with and without Smart Queue Management (SQM) and upload traffic shaping.
• Testing with different Ethernet adapters and network configurations.
• Repeated latency, jitter, and packet-loss testing under idle and upload-load conditions.

SQM and upload shaping can significantly improve measured bufferbloat and upload latency in certain tests. However, even when those results look good, the gaming experience does not consistently return to normal. This suggests that bufferbloat alone may not explain the entire problem.

5. Cable Modem and Upstream Concerns

My connection uses an Xfinity/Technicolor CGM4981COM gateway. The upstream has been operating on ATDMA channels rather than OFDMA, with five locked upstream channels reported in the modem status.

In one set of readings, the upstream transmit power levels were approximately 36–37 dBmV. I have also observed that the issue persists after changes to the coaxial splitter and tap.

I would like the engineering team to investigate whether there may be an upstream impairment, intermittent noise, channel scheduling issue, congestion, or another problem affecting the consistency of upstream transmission.

I understand that these readings alone do not prove a plant or CMTS issue. However, the persistence of the symptoms despite extensive troubleshooting warrants a more detailed investigation.

Whats the best way to get a better deal? its almosted tripled. im considering just swapping providers altogether if theyre only catering to new customers

I ordered an iPhone 18 Pro Max (256GB) on October 8, 2026 and received an order confirmation. On October 14, 2026, I was notified that the order was canceled because Xfinity needed me to verify my identity.

The problem is that I never received any email, text, or notification requesting my ID. I checked my inbox, spam, and junk folders and found nothing.

When I placed the order, I qualified for a trade-in promotion worth $1,299 in bill credits over 36 months for my undamaged iPhone 16 Pro Max. Because Xfinity canceled the order, that promotion is no longer available. The current offer is only around $400 in bill credits.

I did not request the cancellation, and I have screenshots of the original promotion and the order confirmation email. Since the cancellation was due to a verification request I never received, and I don’t believe I should lose the original offer

We submitted the affadavit and the death certificate a month ago. We confirmed that the documents were received via a phone call. Yet the account is still active and incurring bills. I see, when I log into the account, a message that states,

Ticket number: ECM0025735991 Ticket created: 10/1/2026 Estimated processing time: 14 days Your request to permanently close or transfer your account is under review.

and that a previous ticket had been closed on 09/19.

Why is the account still active?

MA state -

Called to set up my move about a week ago and the agent spent 45 minutes on the phone with me for it, but the new address is missing from my profile.

Now, i've moved this week. I need service. When I try to initiate my move myself online, the portal breaks and grays out the "next" button unless I choose a rental gateway, which I do not want/need.

Can an official XFINITY employee ACTUALLY HELP ME and submit my move order using my own customer-owned modem so I can be done with this? I'm glad to go into a store even, but when I go in they always say they can't help and I need to call. Tired of going in circles for simple issues.

I decided to finally move over to Xfinity mobile currently using the year of free phone service unlimited data talk and text. I just realized I’ll be able to take international phone calls when I’m in Rome this December for the entire time at no extra charge that’s a steel!

Wife and I both work from home. Got notified that the 14th upgrades would be done in the area. Thought one day should be fine. Internet was out 3 hours. I took a half day at work and wife went to a coffee shop.

However then got sent a message saying they would need another day. Internet was out about 6 hours, wife and I hopped around coffee shops which was very inconvenient.

Now being told they will need another day which is very frustrating.

At this point feel like we shouldn't be paying for the service this month. Anyone been in a similar position and gotten compensation? Our contract ends in the next couple months and this has put a very sour taste in my mouth.

Last outage 8/20 I think it was 3 days. 3 trucks come out and they guarantee me that it is fixed for good this time. They even give me a business card with a direct line to a network tech. Text and leave messages for the network guy. Ghosts........

Service goes out again 2 days ago. Scheduled a tech for 8-10am today. Get a message that tech is here. No tech. Next message sorry we missed you. No call. no nothing.

Actually call on the phone and get to someone that might be able to help. Tech coming out 1-3pm. We will see.

Checked bill. I was charged $100.00 for professional installation for the 8/20 outage where the tech never stepped foot in the house. There was not signal coming down the pole. Spend nearly an hour getting that reversed. That agent tried to set me up for the free phone line scam deal which I declined.

While talking to customer retention they said how thankful they were for me being a 15 year customer and would happy to offer me 1gb service for $95.00 I told him new customers get that deal at half off but since you have been a loyal customer for 15 years we are happy to charge you double. I went off.... Then he comes back and say hey we can give you $10.00 off your bill instead. I said how about we get my services working first and then I will call back and negotiate a discount. Unreal.

When my service goes down I loose TV/Internet/phone. We are the only customer down the line so they refuse to put in any monitoring.

I about to pull the plug. No clue how a business could be run so poorly and still stay in business.

Hi Xfinity Team,

I need help from a supervisor regarding a missing mobile order. FedEx was supposed to deliver my new phone a week ago 10/9 but the shipment is stuck. I have opened a case with FedEx and they explicitly told me they are actively trying to locate the missing package. However, I have reached out several times now with no updates and continue to get the runaround from FedEx after a week.

I have spent hours on the phone with customer service from Xfinity as well regarding this phone order and now missing. Phone support keeps telling me they cannot send a replacement without "proof" it is missing, but FedEx will not issue a formal letter while they are still searching. It has been a week with no delivery and no tracking updates.

As the shipper, Xfinity holds the contract with FedEx to initiate a formal tracer. Please escalate this to your lost shipments team so a replacement phone can be processed . I will provide screenshots of the frozen tracking page upon request. Thank you.

Just ridiculous. Sluggish arris box. Suggestion is switch to xi6 wireless box. That box I kid not every time I watch it says network connection that surprise surprise an unplug and replug fixes.

Xfinity Store and phone support are unable to generate my trade-in shipping label due to a system error. I need a corporate agent to manually generate a FedEx/USPS label or submit an escalation ticket to Assurant. The issue was escalated but I’m seriously running out of time. Phone must be received by the 18th

I am a former Xfinity customer, and the aerial Comcast cable running from a nearby utility pole to my house is hanging dangerously low.

My Xfinity account is no longer active, and I cannot sign in to report the issue through the website.

I would like the line inspected and either raised to a safe height or removed, since I no longer use Xfinity service.

Could you please create a maintenance ticket or direct this request to the appropriate field maintenance team?

I can provide my address and photos privately.

Thank you.

Was paying 60 for 1000Mbps, and promotional offer over at104!!!

tried the live agent chat, spoke with retention. rep tells me the best they can do is 80?!

Will be looking for other options.

retention line. don't care

Platinum Member whatever this means. Member since 2017. Loyalty doesn't exist.

Anybody actually get to claim this reward? I never have luck with the gift cards

Hello! I recently moved for vet school and live at an apartment that uses a bulk wifi account. The wifi strength in my room is terrible and my other roommate's use ethernet, so I cannot move the router. I have already ordered 2 Eero 6 routers to set up as a gateway, as recommended by a Comcast representative, but I need to be able to: disable the radio channel of the current XB7 or add the Eero to DMZ via the gateway access. I am currently on the wifi and can provide proof of address, the MAC address of the router, my Xfinity ID, or any other credentials needed. I am just unable to log into the app or gateway admin tool to troubleshoot setting up the Eeros. I would also like to change our wifi password and adjust QoS settings, but none of that is possible because I simply cannot log in to the account. I understand I'm on a bulk account, but it should still be possible for me to have a sub account that lets me adjust my wifi settings. Please let me know if any additional info is needed and thanks for the help

I've exhausted every available resource through Xfinity chat and phone support, I'm hoping someone here can help.

After moving my services, I've been unable to access my old billing statements. Multiple attempts have been made to send me links to the statements, but every time I open them on either my phone or computer, I receive the message, "No billing summaries found."

I've also tried changing my default account in the Xfinity portal and switching between my current and linked accounts, but neither option works. I've now spent over four hours working with support, and the only remaining suggestion was to visit an Xfinity store to have the bills printed. Unfortunately, we've tried that before, and the representatives were unable to print them.

For context, I'm highly technologically proficient and comfortable troubleshooting account-related issues. I've tested this across multiple devices and have followed the troubleshooting steps provided by support. This is not a case of needing help navigating the portal; the issue appears to be with accessing the historical billing data associated with my inactive account. At this point, repeating basic troubleshooting steps has not resolved the problem.

To be clear, I'm not disputing any charges. All bills have already been paid. I simply need PDF copies of my billing statements from June 2025 through June 2026 so I can submit them for corporate reimbursement.

I was directed here in hopes of connecting with an official Xfinity employee who has the appropriate account access to retrieve the statements from my inactive account and securely provide PDF copies.

I'm not looking to escalate a billing dispute or revisit troubleshooting steps that have already been exhausted. I just need access to my own historical billing records.

Any help getting this resolved would be greatly appreciated!

We have been loyal Comcast/Xfinity customers for years. It seems like my bill is out of control. Can you help?