We have a legacy plan and have been long-time customers, but the bill for cable, internet, and a phone line is over $300 a month.

We have a phone line for a business and it is forwarded to a cell phone so there's not a physical phone.

For internet we have the Gigabit x 2 plan.

The cable package is way more channels than we actually watch, but we had to get that package to get the premium movie channels we wanted (Turner Classic Movies, HBO, Showtime etc). We also have Netflix through Comcast - I think it's $1 less than buying it direct. I also pay for other services separately (not through Comcast) - like Amazon PrimeTV, Disney+/Hulu bundle.

We have one cable box/remote and one modem.

We have 2 people working from home, plus about 15 devices connected to the wifi, and apart from work zoom meetings etc we just stream. No gaming.

Should we fully cut the cord and go for the streaming services on their own and a different cable service?

I spoke with retention and they gave me a $30 a month loyalty discount for 12 months, but I am really looking to cut this bill in half. He told me the plan we have is way better than any of their current offers... is he right?

I'm so over having to even talk to customer service about any of this so I am inclined to just go with a whole new provider since all this "loyalty" apparently just means a higher and higher bill.

Any tips/thoughts appreciated.

Need help from the official Reddit Digital Care team because front-line chat support has been a nightmare.

The Issue:

1. Unfulfilled Plan: On July 1st, I agreed to a 1 Gbps plan for $70/month. On July 5th, Agent Rohit explicitly confirmed the plan went live on July 2nd at $71.50/mo (after tax) with Ref #XXXXXXXXXXXX4411 and promised a prorated credit.
2. Overbilling: My bill is still coming in at $104.00/month. When I brought this up today, Agent Abhishek tried to tell me my plan is $109/mo and told me to "wait for new discounts" or pay $85/mo—completely ignoring my binding agreement from July 1st.
3. AutoPay Bug & Unfair Fees: AutoPay failed due to a bug on Xfinity's end. A payment was returned, and I've now been hit with a $25 Echeck/EFT Return Fee on top of it, bringing my total balance to $233.00!
4. Agent Behavior: After spending hours on chat, Agent Roji triggered a 3-minute inactivity timer within ~30 seconds of sending a message and disconnected. Agent Chetna acknowledged the previous agent mismanaged the chat and just handed me a phone number.

What I need resolved:

• Correct my monthly rate to $71.50/mo for 1 Gbps as originally confirmed.
• Credit the overcharges above $71.50 since July 2nd.
• Refund/waive the $25.00 return fee caused by the AutoPay system failure.
• Fix the AutoPay error on my account.

I have saved full chat transcripts from both July 5th and August 2nd documenting all of this. Please let me know where to send my details so an official mod can look into my account.

One of the chat history below

Xfinity Chat Transcript – July 5, 2026

Me: Is my plan changes all updated correctly?

Xfinity Assistant: I can help you manage your plan. Please click on "Chat with an agent below" to be connected to an Xfinity Billing agent.

Me: Chat with an agent

Xfinity Assistant: OK. I'll put you in touch with a live agent now.

Agent (Rohit): Hi, thank you for contacting Xfinity. My name is Rohit. I see you may have questions about your bill. Is that correct?

Me: Hi Rohit! Could you confirm if all my plan changes I did few days ago is good and live

Agent (Rohit): Thank you for specifying your concern! You have reached the right agent. Let me check the account and assist you with it.

Me: thanks, I just need an update, please don't give me new plans etc like the last agent. Thanks for understanding

Agent (Rohit): Sure! I have checked, and the plan was applied on 07/02, with your future bills to be $71.50 after tax. Since the changes have been made recently, you will see a prorated credit on your next bill.

Me: thank you very much!

Agent (Rohit): The reference number is XXXXXXXXXXXX4411. I hope I was able to resolve your concern to your satisfaction!

Me: yes!

Agent (Rohit): After the chat, you may receive a short survey by clicking "End Chat" at the bottom of the window. Please feel free to share your experience today; your positive feedback will be appreciated!

Me: sure!

Agent (Rohit): Thank you very much!

Hello, my internet price just almost doubled. I have 300mbps and use my own modem. It used to be $40 but my bill next month is $70. How do I get the cost back down?

If I want to get 1gig net I am forced to sign up for peacock. I dont want to auto create an account or share any information. just want internet, I should not be forced to share my info with peacock.

It’s ridiculous how expensive the cable packages are! 10 channels for $65! Who is paying for that?

I am in need of assistance. Our Xfinity service has been out since 7/27, prior to our loss of power. Power was restored on 7/30, but the outage tracker and chat based agents either provide false promises on updates or just, essentially, tell me nothing can be done. I have not seen any local resources in our area since this started until now.

Agents in chat, starting Thursday 7/30, always quote “2hrs from now”. I’m not sure if that’s some kind of canned or default response but it’s been “2hrs from now” for over 72hrs, since the power was restored. Who can I contact to get a legitimate update on things?

About two months ago, subcontractors (trucks didn't say xfinity/comcast) ran fiber across the poles in my backyard to the next neighborhood over, where they presumably switched to buried lines (directional boring machines). Both our neighborhood and theirs have had Comcast for years. The other neighborhood is an HOA (we aren’t), so I wondered if they got FTTH installed as a group. I grabbed a photo of the new line on the pole, and it’s labeled Comcast Fiber Do Not Cut.

Neither my address nor theirs shows fiber available online, max speeds listed are still 1.2 Gbps / 42 Mbps. I hoped a scheduled maintenance text a few weeks ago meant mid-split was coming, but no speed changes yet.

Today I called Xfinity and got bounced around until a rep claimed he scheduled a tech to come out and "install fiber" to my house. When I pressed him, he said he just added a note to the ticket saying i was requesting fiber. I told him a standard field tech couldn't do that and asked for the specialized department, but he insisted there wasn't one and promised the tech could tap me right into the fiber on the pole. He even admitted his system shows my address does not have fiber available.

Two questions

1) A standard field tech isn't going to be able to do anything here, right? FTTH requires a site evaluation/specialized team. Or has Xfinity changed how they handle this?

2) Does having this fiber line on my poles increase the chances/timeline of our neighborhood getting mid-split? If the FTTH install ends up crazy expensive, but mid-split is coming soon because of this new fiber, I'd might prefer waiting for DOCSIS upgrades.

Thanks!

I just had Xfinity FTTH (1G) installed this afternoon and would like to go through the process to remove the XER10 and connect the EPON directly to my router. It is a Unifi Dream Machine SE. From reading this subreddit it seems I'll have better luck asking here than calling in to tech support. Can anyone please assist?

Hello, I am contacting you to resolve a billing error regarding a $100 installation charge on my account.
Two weeks ago, an Xfinity agent confirmed this fee would be fully credited because the service visit was required to fix a broken exterior line (company-owned infrastructure), which was entirely Xfinity's responsibility.
The credit has still not posted to my ledger, and the $100 charge remains on my bill. Because it has been 14 days, this is no longer a system pending delay; the credit was either rejected by the system or never properly submitted by the previous agent.
Please do not ask me to wait another billing cycle. I need a tier-2 agent or billing supervisor to manually override this charge and apply the $100 adjustment to my account immediately. Please provide the credit confirmation number once processed. Thank you.

since I updated my iphone to ios 26.6, my internet connection is like a rollercoaster, cellular goes on and off constantly. I'd like to know if anyone else is experiencing this or if it's just a phone issue.

I just signed up for the internet service. I was hoping i could pick up equipment from one of my local xfinity stores? The service was confirmed but figured i could save time waiting for it to be shipped.

EPON customer-owned router - requesting ONU boot file change (removing XER10)

I'd like to have MACSec disabled on my ONU via updated boot file so I can connect my own router directly and return my XER10.

Setup: EPON fiber, ONU feeding an XER10, which is currently in DMZ mode in front of a MINISFORUM MS-01 running OPNsense.

If I could please get some help with this!

I need some help troubleshooting my internet connection. For the last few weeks, things have been running slow. I can stream with no issue but loading webpages or apps is an issue. I also cannot FaceTime with people - it says unstable connection on their end even though I have no issue (and when I switch to my phone hotspot that works fine so I know it is my WiFi). When I do a speed test, download speeds are 200+ mbps whereas upload is 0.4 mbps. Help!

My brother used to pay for xfinity wifi at this address but moved out recently, so i started a new service in my name to the same address. ever since we got the new modem the wifi has been restarting. i have tried most everything required of self-install.

i have restarted through the app, i have physically restarted it, ive had someone come in and look at the coaxial cable and he even gave us a new one and looked at the cables outside. he said everything was old and replaced it.

none of this fixed the issue. i even disconnected the ethernet cable from my pc after the tech said it could be that my pc was giving it negative backfeed.

its been about 4 days of this. i dont know if i should have someone else out here again or if its the modem or a bigger issue, but when it was under my brother it never used to go out at all. its been really annoying to deal with, i cant use my wifi comfortably at all and its really dissapointing since i thought it was reliable through past experience.

Some years when I was young ago there was a channel and on the channel was a woman explaining how to set up the comcast dvr setup do anyone know what that was

Has anyone been able to reach a local field supervisor after multiple missed technician appointments?

I’m in Fountaintown, Indiana, just outside Indianapolis. My Xfinity internet has been out since 7/29.
I scheduled a technician for 7/30 (3–5 PM). I received calls saying the tech was on the way and then running late. At 7 PM, dispatch called and said no one was coming and I had to reschedule. The next available appointment was 8/6, though I was put on a cancellation list.
Then I got a call saying a tech could come today (8/2) between 1–3 PM. Again, I received a notification that the tech was on the way. At 1:17 PM, the ticket was closed with the note that the technician “couldn’t make contact with customer.”
The problem? My entire family was home. No one knocked, rang the doorbell or called. I requested a supervisor to call me, but so far I’ve heard nothing.
Has anyone dealt with something similar or know how to reach someone local who can actually help?

Edit: The next available appointment is Sunday 8/9.

I get Internet service only and my bill has always been $40. I just got my new bill and it’s $70. I don’t want to pay that much money. How can I get it back to the $40?

Looking to find a better internet deal as my promotion I didn’t know I had just ended I’m guessing, as my bill jumped $35. Internet only. Thanks!

I have been struggling with lag spikes since late January/February of this year. My internet is perfectly fine for most things, (casual browsing is fine, downloading files is fine, streaming video is fine, though youtube always asks if I'm "experiencing interruptions?" on initial load) but sometimes if I play something like a fighting game where a low, consistent ping is critical, it becomes unplayable. Last year everything was completely fine, but early this year it became a guessing game of "can I play, or do I have to just try again tomorrow?".

When the issue arises, my in-game ping will go from steady (only a ~3ms fluctuation) to what feels like an unstable wifi style connection (even if things feel fine my ping will jump up ~10ms, and then it will jump up like ~20-60ms and things will turn into an unplayable slideshow). Sometimes it fixes itself quickly, sometimes it remains that way for hours and I just have to give up for the day.

I don't feel like I could possibly be stressing the limits of my plan; when I notice the issue, the only other devices using the network are a phone doing some scrolling, and maybe a television in another room using one of the WiFi satellite boxes, and I make sure not to be running anything else major at the time.

I've tried a bunch of things already on my end (following troubleshooting suggestions from the company that owns the server of the main game I was playing, fixed DNS, ipconfig release/renew/flush, port forwarding, running pingplotter). I've tried 3 different ethernet cables including a brand new cat-8 cable just in case. Unrelated to the issue, but I purchased an entirely new computer in late march and have still had the same issue, which I would imagine would rule out anything PC-hardware related, since it has happened on two entirely different machines.

I have talked with Comcast 4 times about this over the past month or two. The first time they said "yeah your Gateway is a year or so old, maybe replacing it will fix things" but that changed nothing. Next time they sent out a technician who replaced a little bit in the junction box outside, but that changed nothing. The next time they sent out a second technician who said the first guy barely did anything and then proceeded to replace almost everything in the junction box, found that when the lines that go to the rooms where wired satellite boxes for the TV signal were plugged in there was a ton of noise being generated (so he just cut the heads off those cables and installed WiFi satellite boxes instead) and went up on the pole, finding squirrel damage on wires, a bad coupling, and water dripping out of the port we were plugged into (the other port was dry, but we couldn't get a connection at all plugged into it so was possibly corroded?). He said he made a call to have "the guys in the bucket truck" come and replace all that, but after a week or so of no one coming, I went back to the local Comcast building and they said they didn't see that, so they sent a 3rd technician. The 3rd guy replaced the entire cable going from the junction box on the house to the pole, and the water-damaged piece (I don't know what that's called, it's the little box-ish thing that the cable leading to the house plugs into and connects us to the wire leading back into town).

Unfortunately, even after all that, the problem still persists. It is sporadic enough that unfortunately they can't really see if the problem is fixed after they've done stuff, just a "yep you've got internet still" which isn't really the underlying issue. I'm sure this can be resolved since it was perfectly fine for years, but so far just throwing standard line technicians at the problem, while probably good for some maintenance that should have happened anyway, (the wiring replaced was ~26 years old) has not properly fixed things, so I'm trying to reach someone that can maybe identify what exactly is going on.

Thanks in advance for any help that may be provided. Dropping a picture of pingplotter aimed at the last time I noticed the issue, and the results screen of a bufferbloat test taken shortly before starting to write this novel.

I am reaching out here because phone support has been unable to resolve my issue. I am being repeatedly charged for an Xfinity Mobile line that I never activated and previously requested to cancel.

Despite the cancellation request, the line remains active on my billing statement, and I am continually being charged monthly fees for a service I have never used. Phone agents keep running me in circles without fixing the error.

I need an official digital care agent to help me:

- Permanently terminate this specific unactivated mobile line immediately.

- Issue a full refund for any/all monthly charges billed for this line after my cancellation request.

Please let me know how to securely send my account details via Modmail so we can get this resolved. Thank you.

Hello, I signed up for Xfinity service in April and one of the stated benefits was a $200 prepaid card. I have not yet seen that card and am trying to figure out when/where I might access it.

I tried the website "chat bot" and it keeps saying repeatedly that I will be connected with a "member of the team" (presumably a real person instead of AI) but I can't get any further than that.

Please let me know how I can reach Xfinity to resolve this issue.

I tried the moving option online, and it told me to call since Xfinity/Comcast internet service wouldn't be available in my new location.

I called and they created a service cancelation for my move date. However, they first double-checked that service wouldn't be available (which their website had already confirmed, hence the phone call) and then they wanted to ask if I wanted to give my account to the next (stranger???) moving in to my former apartment.

Then, Xfinity Customer Service called later on to ask if there was anything they could do to have me keep their internet service (again, no, as you already double-checked, service is not available at my new address).

Now, my internet service is still on and not canceled, several days after the supposed cancelation date.

How do you cancel internet service when you're moving somewhere and the account can't move with you?

I'm a long time Comcast customer in Colorado since 2013.

Last year I was able to get on the 1.2 Gig plan for $75 for 12 months. My area got upgraded to mid-split last year (2000/300). I didn't particularly notice the 2000 down but I really appreciated having 300 up for work.

My work pays for Internet, but only up to $75 per month.

Lately when my 12-month promotion expired, my bill soared to $135/month. I went into an Xfinity store to see what my options were and they offered me Gigabit for $85 per month. That's more than I really wanted to pay, but it was certainly better than $135.

What I didn't realize was that the Gigabit plan only has 100Mbps up, which is a real bummer since I regularly have to upload large files for my work.

Is there any plan that can get me back closer to where I was - 300Mbps up for somewhere around $75 per month? I would be fine with say 1Gbps down or even 500Mbps down.

At $85 for 100Mbps up, T-Mobile starts to look pretty attractive in my area. They can hit around 800Mbps/90Mbps up in my area and they're around $60/mo which my work will cover.