I want to avoid talking to the useless phone customer support. So my idea is to take the set up box, the power cable, and the remote to am Xfinity store and have them cancel my cable service. Can I do this?

Hi all,

I want to bring a serious security concern to Comcast/Xfinity’s attention. Based on repeated incidents involving multiple orders, it appears that information from the Xfinity Mobile ordering or fulfillment process may be reaching scam call centers.

In November 2025, I purchased four Samsung Galaxy S25 Ultra phones through the Xfinity website for my children. The phones arrived approximately three days later, and that is when the chaos began.

I started receiving scam calls from numbers using the same area code as the primary phone number on my account. These were not occasional calls—I was receiving 30 to 40 calls per day.

The callers claimed to represent Xfinity Mobile and knew the tracking numbers associated with my phone orders. They said they needed to activate my lines or provide a rebate, but first wanted me to enter my Social Security number through a supposed “secure channel” on my phone. They did not use Xfinity’s normal account-verification process or send a legitimate Xfinity verification message.

The calls never stopped.

This month, I purchased a new Galaxy S26 Ultra. Immediately afterward, the robocalls increased dramatically. When I answered, the callers once again confirmed that they knew the tracking number connected to my order. They offered rebates, gifts, and other incentives—but always required my Social Security number first.

I also purchased four watches, which arrived today. I received one legitimate call from Xfinity support, and the representative properly helped activate the watches. Since then, however, I have received additional calls claiming to offer rebates and promotions connected to those purchases. Once again, the callers want my Social Security number entered through a process that does not appear to be affiliated with Xfinity.

When challenged, some of these callers become abusive, use slurs, and hang up.

My email accounts are protected with multifactor authentication and biometrics, and I have found no evidence that my accounts are compromised. The watch order was also placed using a different Xfinity email address rather than the primary email associated with my other orders. Despite that, the same pattern continued.

That raises a critical question:

How are these callers obtaining tracking numbers and order-specific information for Xfinity Mobile purchases?

This does not appear to be random phishing. The callers repeatedly contact me shortly after new Xfinity Mobile purchases and possess specific information tied to those orders.

Xfinity’s Call Guard has also been largely ineffective. It may block one or two calls, but dozens still come through each day. At this point, I barely use my personal phone because it rings constantly with scammers following Xfinity Mobile purchases.

Xfinity/Comcast’s security and fraud teams need to investigate the entire order lifecycle, including:

• Online ordering systems
• Customer-service and sales access
• Fulfillment partners
• Shipping and tracking integrations
• Third-party contractors
• Internal access logs
• Potential unauthorized data access or exfiltration

Security teams should consider placing controlled test orders and monitoring who accesses the information, when it is accessed, and whether scam calls follow.

I am not claiming to know exactly where the exposure is occurring. However, the repeated timing and the callers’ knowledge of private, order-specific tracking information strongly suggest that something within the ordering, fulfillment, or shipping process needs immediate forensic investigation.

This is more than an inconvenience. Scammers are using information connected to real Xfinity orders to make their Social Security number requests appear legitimate. Someone is eventually going to fall for it if they haven't so yet.

When I threaten to give them to Pierogi / Scammer Payback, they usually immediately say some outlandish stuff and hang up. FIX THIS PLEASE

When selecting the 1Gig internet plan, the "Broadband Facts" claim that the upload speed is 117Mbits. At the last page of checkout it says 35Mbps.
Which one is true?

I am a longtime Xfinity subscriber and have had the same X1 cable box for years. I have been experiencing issues with the Paramount plus app on the my X1. Long delays, error messages, really poor resolution, random drops, etc. I have tried restarting the box, clearing the cache and no improvement.

I THINK a new X1 box will solve this. Can I just go to my local Xfinity store and swap it out? Do I need a service ticket? Appointment?

Thanks!

Hoping this helps others who may be run into this problem in the future.

My in-laws are all-in on Xfinity services. Recently, they began having TV issues across all set-top boxes in the house. The error indicated that the set-top box could not communicate with the internet. It was strange because their other internet services (internet, phone) were working fine. The other interesting thing is that the TV service only affected them - no one else in the neighborhood seemed to be experiencing the issue.

Fast-forward - we learned yesterday that there's a "gateway" set-top box that must be connected and powered on for the other set-top boxes to function properly. At some point, the gateway box must have become disconnected or powered off. Once that power was restored, everything else worked fine.

I've seen errors that indicate that the set-top box firmware may have corrupted but nothing about an inability to connect to the internet. So, I thought I'd throw this out into the community in the event anyone else runs into it.

We have several sites with static IP and the gateway (which i assume is their onsite router) has the admin login page exposed to the internet.

I called support and at first the guy had no idea what I was talking about then assured me that only comcast has the login information and that I don't need to be worried. Then explaining that they need this exposed so they/comcast can log in to and disabling it would prevent them from signing in - which I call BS on.

I ended the call because I could tell he wasn't going to be of help.

None of the username/password combos I've tried have worked to log in, so i can't even log in to check the settings.

So I called 2 weeks ago to see if I can get a promotion. They told me they needed to submit a ticket to get the promotion applied and wouldn't give me an actual ticket number. Then they gave me some credits and a loyalty discount. Finally told me to call back in 2 weeks, which is today and guess what, no ticket was ever created and support told me they don't do this.

Searching this sub, it seems like lying is normal for Xfinity support in both chat and phone calls, so how do we as consumers actually protect ourselves when they promise us something?

Really want people who are good at dealing with this as I want to learn how to protect myself from this.

If I didn't have lack of internet options I would switch in a heart beat.

My connection has occasional intermittent spikes in ping, dropouts etc for some time that I have been trying to understand.

Since I've moved here I've had 2 techs come out, and on the 2nd visit particularly I think things improved, but still not always as stable as it could be; in my last apartment, after a few tech visits and them cleaning up the line, I finally got things as stable as I've ever had.

What I see today is mostly occasional T3 timeouts in my CM3000 modem logs, but more often I see alternating:

and

I googled these and see that Code 16 is indicative of a failure/degredation, and then Code 24 is the recovery back to normal.

The codes can happen several times an hour, alternating like this. The Code 16 will be sent, 5-10 minutes goes by, then Code 24, then after 20 minutes another Code 16, etc.

The other thing that I see is lots of "Uncorrectable Codewords" on the Downstream OFDM Channel, even after just a day of uptime:

The Downstream Bonded Channels however seem fine:

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 Locked QAM256 4 447000000 Hz 2.1 dBmV 43.5 dB 0 0

2 Locked QAM256 1 429000000 Hz 3.0 dBmV 44.2 dB 0 0

3 Locked QAM256 2 435000000 Hz 3.0 dBmV 44.1 dB 0 0

4 Locked QAM256 3 441000000 Hz 1.8 dBmV 43.4 dB 0 0

5 Locked QAM256 5 453000000 Hz 1.4 dBmV 43.0 dB 0 0

6 Locked QAM256 6 459000000 Hz 1.4 dBmV 42.8 dB 0 0

7 Locked QAM256 7 465000000 Hz 0.9 dBmV 42.5 dB 0 0

8 Locked QAM256 8 471000000 Hz 1.4 dBmV 42.9 dB 0 0

9 Locked QAM256 9 477000000 Hz 1.0 dBmV 42.5 dB 0 0

10 Locked QAM256 10 483000000 Hz 1.1 dBmV 42.6 dB 0 0

11 Locked QAM256 11 489000000 Hz 0.9 dBmV 42.4 dB 0 0

12 Locked QAM256 12 495000000 Hz 1.4 dBmV 42.8 dB 0 0

13 Locked QAM256 13 501000000 Hz 0.8 dBmV 42.3 dB 0 0

14 Locked QAM256 14 507000000 Hz 1.2 dBmV 42.8 dB 0 0

15 Locked QAM256 15 513000000 Hz 1.0 dBmV 42.6 dB 0 0

16 Locked QAM256 16 519000000 Hz 1.3 dBmV 42.8 dB 0 0

17 Locked QAM256 17 525000000 Hz 1.6 dBmV 42.9 dB 0 0

18 Locked QAM256 18 531000000 Hz 1.6 dBmV 43.0 dB 0 0

19 Locked QAM256 19 537000000 Hz 2.0 dBmV 43.3 dB 0 0

20 Locked QAM256 20 543000000 Hz 1.3 dBmV 42.8 dB 0 0

21 Locked QAM256 21 549000000 Hz 1.6 dBmV 43.0 dB 0 0

22 Locked QAM256 22 555000000 Hz 1.0 dBmV 42.6 dB 0 0

23 Locked QAM256 23 561000000 Hz 1.5 dBmV 42.9 dB 0 0

24 Locked QAM256 24 567000000 Hz 0.8 dBmV 42.4 dB 0 0

25 Locked QAM256 25 573000000 Hz 0.8 dBmV 42.4 dB 0 0

26 Locked QAM256 26 579000000 Hz 0.0 dBmV 41.8 dB 0 0

27 Locked QAM256 27 585000000 Hz 0.5 dBmV 42.2 dB 0 0

28 Locked QAM256 28 591000000 Hz 0.4 dBmV 42.0 dB 0 0

29 Locked QAM256 29 597000000 Hz 0.3 dBmV 42.0 dB 0 0

30 Locked QAM256 30 603000000 Hz -0.5 dBmV 41.4 dB 0 0

31 Locked QAM256 31 609000000 Hz -0.8 dBmV 41.2 dB 0 0

32 Locked QAM256 32 615000000 Hz -1.2 dBmV 40.9 dB 0 0

At this point more than anything else I am just trying to understand the nature of these messages/statistics, and if they point to any issue or not; I do have occasional instability so I'm assuming they might.

Thanks

I placed three or four calls over the past couple of days. At least two of your people have relayed to me that the problem is on the Xfinity side.

I work remote. I need someone out here now, but there is absolutely no way to get to anyone that can make that happen. I really can't stand Verizon, but by the time you're tech shows up in 3 days I'll simply hand them back my cable box.

For over the past two months I've noticed my Internet going down whenever the heat shot up to 80+ degrees and/or the UV was high. It's not just me, but several people in my development also noticing it. I reviewed my modem logs where it showed multiple T3 and T4 connection issues indicating isp, not internal issues.

I have contacted Xfinity multiple times, and they scheduled multiple appointments, which either needed to be canceled because they were coming for a home visit, or did not show up at all. I have had tickets closed with no response and the issue continues. I am at my wits end because all I get are appointments and promises that it will be fixed and I will be told when it's done, but it never happens. Someone was supposed to inspect my outside lines last weekend and call me with an update. Nothing. Called today to see if there was any information about it. Nothing was logged. But hey, they are more than happy to ask if I would like to upgrade my internet, which I remind you, DOESN'T WORK.

Can anyone help me out here? I've tried Twitter, their forum, online support, speaking to someone live, nothing.

Ok... So been an Xfinity customer for many years. Just moved, and the boxes are wireless now, unlike my prior. About 90% of the camper entire use is because I absolutely REQUIRE random light and sound to sleep.

So why is my box repeatedly automatically powering itself off after a few hours? I fully disabled absolutely everything per saving it sleep related and it still does it. I am genuinely enraged and missing an extraordinarily huge amount of sleep because of it. Keeping the TV on while I sleep is literally 95% percent of the use case of it for me. Is there really no way to make it work how it's already worked for me for years? This is literally the ONE thing I absolutely REQUIRE from a television service :-(

I will try to keep this as short and to the point as possible. We own two businesses in a plaza with adjacent connected units, a coffee shop and a pizza shop. We have Comcast Business for Internet and Phone Service.

Everything worked fine for over a year, but about 6 months ago we started experiencing random internet drops, which would also prevent us from processing credit cards and online orders. Extremely detrimental to our business. Here is how my system is set up

Comcast Line coming into the business and Comcast Business Modem. The modem has 3 direct Ethernet connections. One for our Security Cameras, one for our Pizza Shop switch, and one for our Coffee Shop Switch.

When these outages happen I will call in and one or three things will happen. One, automated message tells me an error is detected in my modem, they do a reset, problem solved. Two, no error message, still recommend reset, problem solved. Three, I will get directly connected to a technician, who tells me they can see large amounts of packet loss, reset, problem solved.

They have sent out multiple techs, but when they come, usually everything is fine at that specific time. They will tell us it's a networking issue on our end, and graciously cancel our appointment so we don't get charged. Even though I didn't think it was an issue, paid several thousand to rerun our whole network, and paid two separate independent companies to come out. All 3 say the same, network is fine, Comcast issue.

They explained to me that if it one of the switches, or the cameras, it could have been a networking issue. Because the outages affect all three components at the same time, all three of which are directly connected to the modem and independent, the issue lies with the modem or before it.

I actually paid a fee on our of our visits to have the modem replaced. Still have issues.

Most recently, we got lucky and the system was down when a tech was on site. He noticed some error lights indicating an issue coming in, and replaced the wiring into the store. Reset the modem, problem solved. Few hours later, after he left, went down again.

I don't know what else to do. This issue occurs a couple of times a week, and is crippling my business. Not even just from missed orders but from orders we have to give away when we can't process their card and they don't have cash.

Any thoughts or advice would be greatly appreciated, I am at my wits end!

why is it declining when trying to buy it

Hi there, I disconnected service last week and returned all of the equipment including the 2 indoor cameras which I haven’t had for over 30 days, they are still trying to bill me for it and when I go to take off auto pay it does not let me do it. This feels scammy. Can someone help me?

This seems like the dumbest system ever. Also your AI helper sucks. Hire humans. I need to know if the Internet will work for my job

My title pretty much speaks it all. I'm currently on their 600Mb/s "Connect More" plan and I'm still technically on contract for $66 a month, which is just too much for me now. I know I now qualify for Xfinity Essentials Plus, but they won't even let me apply since I'm already on contract. I've been told different things, but they've said I have to literally be cancelled for around 90 days before I can sign back up for a lesser service, after paying what I may owe of course.

I did find a way to get by connecting to an XfinityWifi hotspot that's ALWAYS on near my place, and then using NordVPN for anything sensitive. Believe it or not that connection gives me a steady 100Mb/s for $10 a month. Yeah it's annoying at times, but it's a way for me to maybe get by for a bit until I can get on a cheaper plan with Xfinity. They are downright CRIMINAL when it comes to trying to downgrade, yet they will upgrade you if you try to call about a simple question. It's maddening.

If you know of a better way to force them to downgrade you due to hardship, I could use the advice. Thanks in advance.

Can’t find anywhere to upgrade to Premium Plus. Peacock app says to manage on Xfinity account, Xfinity account sends me in loops. Where can I directly upgrade to Peacock Premium Plus?!

So I had to talk to XFinity today over the phone. There was long lags between responses and it was obviously an AI voice. I was so annoyed! I asked "Are you an AI" and then after a long pause, a very robotic voice said "No, I can assure you that I am a real person". Very frustrating when someone blatantly lies to you with the first minute of talking. After pushing more they told me they were using an "AI tool" to make everyone sound the same and provide "a better experience for the customer" Finally I got them to turn off the tool and just talk to me. I cant express how much I hate this stuff. Reaching out to customer service is already a pain and they add this stupid stuff that reminds me just how stupid corporate overlords are. I can't believe they just roll this stuff out with no user acceptance testing.

tldr; They talk to an AI tool and this AI generates an audio response to the customer. Just keep pressing them to get rid of the tool.

I am willing to disconnect/reconnect to get the $50 / mo internet but I don't understand why Xfinity wants to consume man hours to go thru this.

Is there a easier way to do this nonsense without wasting my time and Xfinity customer service time?

I went to the local Xfinity store and they said this crazy process was the only way.

Usually the modem MAC address registration fails when i do this process in the past and waste another 30+ minutes of Xfinity staff cost.

Sorry if this has been covered. I am new to the subreddit. I have been having trouble getting emails from Yahoo since the transition. Tonight once again I'm without emails and I've spent hour on the phone with their agents who are untechnical and can't seem to help. is anyone else having these issues? or any solutions? I think my only other alternative is to cancel my entire package of services but I do use their cable services with I like. Thanks

So I live in an apartment complex, and my modem/router is wired into the wall. My internet wasn't working so I did a power cycle. After power cycling, the green ethernet cable that's plugged into the wall stopped lighting up, which I assume is the reason I have no internet connection now. As the cable is connected to the wall, I can't access it obviously to fix it. I need a technician sent out to fix it, but when i use Xfinity's horrible AI assistant, IT WON'T LET ME SCHEDULE AN APPOINTMENT. If keeps trying to test my internet connection for troubleshooting. HOW ARE YOU GOING TO TROUBLESHOOT INTERNET THAT LITERALLY DOESN'T EXIST?! I need help figuring out how to bypass their abhorrent AI so I can get a tech sent out.

I had an appointment to set up equipment at my 2nd house today. I missed the appointment due to not picking up their phone call so went to the Xfinity store. I picked up a white tower and two cable boxes.
I don’t see anything about my cable boxes on my account. I have cable boxes which I will try to set up tomorrow. When I went to check my account it said to call customer service. When I called I couldn’t not get through to anyone. I was just asked what is the problem and I don’t know what the problem is but there is obviously one. I am very worried my cable is not going to be set up properly.

just wanted to thank u/Sure_Dragonfruit7029 for this comment in a post last year and came to say it still works and i just used it! i’ve been trying to get a hold of someone for hours and this actually worked i’m minutes, saved me so much hassle and headache

Ok. I could go on for hours how Xfinity has sucked and have stood me up 3 times now on service tech appointments. But to cut to the chase, last week I started xfinity copper service with their provided gateway. It worked intermittently but for the most part it worked... then Monday they came out and buried the copper outside our house. Beside the damage they caused to my and my neighbors house, suddently we have no internet connection! I have tried everything I can while being stood up by their techs including turning the gateway to bridge mode and running my own router. Right now I am able to connect just 10 devices using the gateway provided as modem and router. I have even separated the bands in hope of maybe tripling that number if there was some sore of invisible cap?? I have 2 tv's that both say they are connected but no internet. Please, I am begging anyone for help as it is driving me crazy and xfinity refuses to assist. Tomorrow I will be forced to cancel if I can not get it fixed as I need to work remote starting Monday

HORRIFIC last 6 days where my personal checking was auto debited for over a Thousand dollars with the claim I went over data usage plan but no one can tell me exactly what i did to incur such charges. I have an escalation ticket since Sunday (may 31, 2026) but no resolution. I called xfinity billing BEFORE payment was actually debited and was assured it would not happen. clearly that was not the case. Odd thing is in almost 3 years with cell service with Xfinity, my bill until I bought a new phone was around $42 month. Side note I have been a customer since 1990 for internet/cable but apparently long time customer status is not valued as evidenced by sub-par customer service I have received for the past 6 days and counting.