I only signed up for WiFi last year and then all of a sudden I was charged for mobile this month and last month. I’m still on my parents phone bill so definitely did not sign up for it when I got WiFi. I should have noticed sooner but life got pretty bad last month. It’s a number that I don’t even recognise. I have not called them yet (I will be doing that first thing in the morning), but has anyone else experienced this??

Moved to a new address, internet works but TV box gives error XRE-03121 and says there is a false video outage when I attempt a system refresh - the System therefore won't let me refresh. I was forced to schedule a tech for the 23nd with a possible $100+ fee for a backend billing glitch. Can an admin please clear my pending move state and activate my box?

I called and the rep filed a ticket for me, but I haven't heard back. How can I get gigabit x10? I'm ready to pay for it, just literally need someone from xfinity to get back to me

Ill try to make this simple to follow

Theres ongoing discussions within the company about price changes to internet and cable tv.

This is something that happens every year.

Every year from December going into January of next year Comcast checks how much things cost for them, and readjusts prices.

The cable tv plans dont actually change a whole lot. If you have a 5 year plan then your tv package has 1 set price.

Keyword....tv "package" This does not include renting the tv box.

What the company ​likes to do is change the prices of equipment rentals like the cost of renting your modem and tv set top boxes.

This is not part of the cost of your package. That means if your tv package is $150 but you need to rent 4 tv boxes at $14 each, your real bill is $206.

Right now most of our cable tv plans have a $14 rental fee for each tv box. This is most likely going to $16-$17 in January.

Heres an example to keep it easy: This means if you have tv and internet, with 4 tv boxes costing around $300, then your January/February bill will increase to $312.

Because the rental fee increases, so does the taxes on the rental fee. That could easily push your new bill to $320+

Rental fees use to cost $10 for each box. Then it went to $12, then $14, and now probably​ $17.

my router was going out so I went to the local store and received a new one. No problem. All went well. Customer service rep kept reminding me to give him a good review which I was glad to do so but never received the text.

anyway, I just opened my email and Xfinity doubled my monthly charge from $50 to $100. Of course the AI asked me all these questions before telling me I had to speak to an agent who won’t be available for two days.

Here we go again. Another all day outage without even as much as a text or email the day before saying they're going to be working in the neighborhood. Common courtesy would dictate. Myself and many of my neighbors work from home 3 days a week. First msg 8:10am stating service interruption til 12pm. Then at 11:50 another msg saying 2:14pm, then again at 1:54 saying 4:30. I just want my credit as your CS and the app are useless.

No way to cancel online. Not allowed in CO, wth is with this company.

Hello Xfinity Support Team,
I urgently need help from the corporate fraud/CSA team regarding a severe security issue. I am currently within my initial 14-day return window and fell victim to the widespread Xfinity Mobile FedEx Intercept Scam. A fraud ticket has already been opened, but I need corporate assistance to ensure my account is protected before the window closes.
A scammer impersonating Xfinity knew my shipment details and had me leave the newly delivered phone outside. They arranged a fraudulent FedEx pickup, and the package has already been delivered to the scammer's destination address.
What I have ready for review:
I have the full FedEx tracking history proving the package was taken from my property and delivered to the fraud address.
I have the exact physical address where the scammers routed the phone.
I have a Fraud Ticket Number already generated by phone support.
My local PA police department is making it difficult to get a physical report copy immediately, but I have the tracking paper trail ready. I need a corporate representative to help me securely escalate this to the Customer Security Assurance (CSA) team so we can blacklist the device's IMEI and halt the 14-day auto-billing clock before I am wrongfully charged.
Please let me know how I can send my details via official Modmail. Thank you.

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.

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

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!

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

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.

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

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.

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

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?

I have been going back and forth with the online agents for a month. Still no resolution for me. One person in the feed said theirs was fixed. It used to be I could clear the cache, log back in and they would appear again. They have been gone for about 6+ weeks now. Currently on hold from a rude agent. Spent 14 minutes talking. I asked to speak to someone else cause she kept saying those channels aren’t included in my package. I asked since when? She said never. That’s not true. She said no changes have been made to my account. So where did my channels go. I’m currently on her evil, eternal hold. Over an hour total for the phone call. Puts me at 50 minutes since she put me on hold. I’m just gonna wait. I am not hanging. But I probably will be canceling Stream. I only got it for those channels. Poor customer service from that lady. And I don’t feel like calling again. What would you do?

I’ve spent the last 48 hours in eternal Xfinity hell I am at my wits end at this point and I’m trying to figure out what the actual real, real escalation phone line is because the current escalation phone line is just a bunch of people who generate a case they send you a text with the case and magically 14 to 15 minutes later, the tech that I receive a text saying that the case has been successfully dispositioned and closed can’t do this anymore. This is insane. What is it that I need to do to find somebody that actually will address a customer issue.

Edit: Title is inaccurate now but can't change it (tldr: it was a setting on my router combined with probably a cert expiring, nothing to do with the modem).

Up until late Sunday evening (Oct. 11 2026), the same personal CODA56 I'd been using for the last two years was working fine with Xfinity. I shut down my network for the night and when I powered up on Monday morning, suddenly I couldn't do anything on the internet.

Signal looked fine, I could even ping internet addresses, but anything requiring Port 443 and TLS/SSL didn't work.

Which is basically the entire internet; any website you would go to, mail clients, Office 365, all use TLS/SSL. I verified that public http-only sites do work (for what that's worth), which means that DNS is also functioning, so it is either Port 443 being explicitly blocked or something broken/blocked about TLS/SSL other than the specific port.

Obviously called Xfinity support, they verified everything looked good on their end and in the modem, good signal, no errors on the modem. They refreshed the modem several times, I did as well in the Xfinity app, and I even did a factory reset on the modem in hopes of maybe clearing out a corrupt bootfile. Same issue

Had an onsite tech the next day and we confirmed that the problem was explicitly with the CODA56. His portable modem worked fine on my line, and from his wifi my devices had no TLS/SSL issues. Bypassing my router and plugging straight into the modem (pulling a public IP from Xfinity's DHCP), I had the same TLS/SSL issue, confirming that my endpoint devices were fine. It was the modem (Narrator: it was not in fact the modem).

Discussing with the tech, there seemed to be 3 possibilities:

1. The modem had gone bad, period - It was two years old, he said Xfinity replaces their provided modems every two years, maybe mine was just end of life. Seemed unlikely to me, but possible.
2. I was being blacklisted on port 443 on my modem's hardware address - More plausible to me, almost certainly not a person intentionally doing it, but some sort of script or AI automation flagging me incorrectly (my network wasn't even on overnight so it definitely wasn't doing anything suspicious).
3. A corrupted or invalid boot config and/or firmware was deployed overnight on Sunday that I pulled first thing Monday - Also plausible to me, although the many resets not fixing the issue made me think the blocking was more likely. I didn't know at that time that a modem refresh from support or from the Xfinity app just sends the same config you already have, so if it's corrupted, it won't fix anything.
4. Edit: or you know, number 4 - your troubleshooting was sloppy and it was your router settings the whole time.

I thought blacklisting was most likely and the tech escalated my ticket to the group that could check that. Unfortunately, his main contact was out of office, so in the interest of time, I just ordered a new CODA56. If my current modem was bad or I was blacklisted by CM MAC, that would get me back online. If the old modem wasn't being blocked, it was bad and I just toss it; if it was being blocked and got cleared when the contact was back in office, I had a backup.

Over-nighted the modem, hooked it up, good signal, provisioned it and had exact same TLS/SSL issue.

Called support yet again, refreshed new modem multiple times, no change.

And that is where it stands; no functioning broadband for 4 days, working 100% remote via a hotspot on a mid-tier Samsung phone and calling support daily. I've also opened a ticket with Hitron and they agreed it sounded like a config issue from Xfinity.

I'm hoping there are Xfinity people on here that can help get my ticket to the right group, or can determine I'm way off-base and know what the issue is, or even know how to get the CODA56 config and/ firmware packages corrected on the Xfinity TFTP node local to me (I have the Xfinity ticket number with details, just didn't want to put it in the initial post).

Thanks for any assistance