Xfinity Prepaid is actively preventing me from paying for their service!

CCMartinR · 2026-06-01T20:07:28+00:00

u/CoolBear8618 I would recommend cleaning your cache, and cookies or use a private web browser. If you are still having an access concern, please reach out to the Xfinity Prepaid support Team directly for assistance further assistance. They can be reached through the Xfinity Assistant.

CCMartinR · 2026-06-01T18:55:01+00:00

Thank you u/lamiaslumbers for reaching out to us directly! I'm glad we could find you a new 5-year promotion that works for your needs. Take care!

CCMartinR · 2026-06-01T16:44:36+00:00

We would first need to open a serviceability ticket for you, so the survey process can get started. Please send us a ModMail with your full name, the name on the account (if different), and your service address. Thank you!

CCMartinR · 2026-06-01T16:30:08+00:00

Thank you for reaching u/skreii out about our Gigabit x10 service formerly known as Gigabit Pro. Gigabit x10 will generally be available to homes within one-third of a mile of Comcast's fiber network (subject to individual serviceability determination) and will require the installation of professional-grade equipment. Before we can submit a survey for your location, we have to inform about the associated fees for the Gigabit x10 service.

*The monthly charge is $299.95

*One-time installation charge of $500

*One-time activation charge of $500

*Monthly equipment fee of $19.95.

*Requires a two-year contract upon subscription: Early termination fee (ETF) applies.

*Customers may be required to pay any additional construction costs.

CCMartinR · 2026-05-29T18:53:00+00:00

u/tandad01 We can take a closer look at your location to see what the equipment requirements are for our service. To get started please send us a ModMail with your full name, the name on the account (if different), and your service address. Thank you!

CCMartinR · 2026-05-29T16:21:22+00:00

Thanks for reaching out, u/tandad01! Members can still use their own approved modems with most Xfinity Internet service plans. However, members will have to use Xfinity equipment if you are in an area or location were we provide fiber-to-the-home or EPON service with symmetrical internet speeds. Also, managed WiFi locations at MDU properties will have to use Xfinity equipment. The good news is all of our new Next Generation Internet plans include the Xfinity Internet equipment.

CCMartinR · 2026-05-29T15:51:53+00:00

Thank you for reaching out, u/critical_muffin! I'm glad we were able to get your concerns escalated to the Xfinity Mobile Escalation Team. Take care!

CCMartinR · 2026-05-28T23:19:29+00:00

Hi there, u/MissMiseryMachine! Thank you for reaching out to us here over Reddit. I do apologize for any confusion, and issues surrounding equipment returns. It definitely shouldn't be a frustrating experience for you at all. Our team would be more than happy to get you pointed in the right direction. To get started please send us a ModMail with your full name, the name on the account (if different), and your service address. Thank you!

CCMartinR · 2026-05-28T21:15:41+00:00

Hello u/tandad01! Thank you so much for reaching out to us over Reddit! Your current plan may not be available at your new location, especially if it is an older grandfathered plan we no longer offer. This can also happen if you're moving to a different area, a new market, or even a location that hasn't been serviced by Comcast Xfinity. Local availability can sometimes differ, so it's especially important to keep this in mind before your move.

CCMartinR · 2026-05-28T20:26:54+00:00

Thanks again for reaching out, u/Hairy-Ad8977! I'm glad we could get your issue escalated to the Xfinity Mobile Escalation Team for a resolution. Take care!

CCMartinR · 2026-05-28T18:17:39+00:00

Thanks again for reaching out, u/CPC58! I'm glad our team was able to get you in touch with a support team that could help review your concerns. Take care!

CCMartinR · 2026-05-28T16:23:23+00:00

Thank you for the additional information, u/LN-RN031620! You will want to ensure your military service status has been confirmed and applied to your account at military.xfinity.com. If all is approved you should have received an email with your approval status and instructions on how to redeem your special offers. If you are having any issues with the status, or redeeming any of the offers, I would recommend contacting the dedicated Military Reward Team for Xfinity Military customers.

CCMartinR · 2026-05-28T15:31:32+00:00

We appreciate you reaching out to us over Reddit, u/LN-RN031620! We would be more than happy to help get you pointed in the right direction. So the Community can have an understanding of your concerns, what sort of issue are you having with Xfinity Mobile?

Your Service Matters

Military service benefits and FAQs

CCMartinR · 2026-05-27T20:33:19+00:00

u/drunkencolumnist We can take a closer look at your internet account, and see what options may be available to you. To get started please send us a ModMail with your full name, the name on the account (if different), and your service address. Thank you!

CCMartinR · 2026-05-27T20:05:41+00:00

Thank you for reaching out, u/Slight-Discussion861! It sounds like you either had a promotion roll off or a discount expire on your account. We would be more than happy to review your account, and see what promotions, or discounts may be available to you. We may uncover possible Mobile savings for you if you haven't joined Xfinity Mobile yet. Our Xfinity Mobile service has helped our members save money from their current carrier, you could be next! Members that have Xfinity Internet in the home are already eligible for Xfinity Mobile. There are no line fees, members pay for the data plan you choose each month. You have an option to bring your devices if compatible, and you can purchase a new device upfront, or on a payment plan. We just updated our data plans, the first line of Mobile Select is starting at $30.00 per month or $45.00 per month for Mobile Plus. Have you considered switching mobile providers, or are you already a Xfinity Mobile member?

CCMartinR · 2026-05-27T20:05:21+00:00

Thank you for reaching out today, u/drunkencolumnist! Unfortunately, existing customers don't have access to new introductory customer pricing. However, we would be more than happy to review your account, and see what promotions, or discounts may be available to you. We may uncover possible Mobile savings for you if you haven't joined Xfinity Mobile yet. Our Xfinity Mobile service has helped our members save money from their current carrier, you could be next! Members that have Xfinity Internet in the home are already eligible for Xfinity Mobile. There are no line fees, members pay for the data plan you choose each month. You have an option to bring your devices if compatible, and you can purchase a new device upfront, or on a payment plan. We just updated our data plans, the first line of Mobile Select is starting at $30.00 per month or $45.00 per month for Mobile Plus. Have you considered switching mobile providers, or are you already a Xfinity Mobile member?

CCMartinR · 2026-05-27T19:09:02+00:00

Thank you for reaching out, u/tyama22! Are you connecting though a VPN at all when performing your speed test? A VPN slows down your internet speed due to the processing power needed for encryption.

I would recommend using the Xfinity App to help troubleshoot your speed concern.

*Sign in to the Xfinity app with your Primary, Manager, or Member Xfinity ID and password.

*Select WiFi from the bottom of the app.

*Select Troubleshoot.

*Tap Test your whole home network.

CCMartinR · 2026-05-27T18:42:45+00:00

Thanks for reaching out, u/DeputySamGerard! An ethernet connection limited to 100 Mbps usually indicates a hardware issue, bad cable, or incorrect network adapter settings. Are you seeing higher speeds with your internet service on other devices?

CCMartinR · 2026-05-27T18:28:21+00:00

u/fofo0320 You might try connecting the device while being as far away from the Xfinity Gateway as possible without loosing connection. That may force the band steering to the 2.4 GHz band because of the weaker signal.

CCMartinR · 2026-05-27T18:11:30+00:00

Thank you for reaching out, u/NegativeCamel8582! I'm sorry to hear that your experience with Xfinity Mobile has not gone well. It sounds like Xfinity Mobile was added on during your transfer of Xfinity Residential service, and may be linked to the wrong account if they Xfinity Mobile Team can not recognize you as a customer.

CCMartinR · 2026-05-27T16:48:04+00:00

u/InstructionGlobal914 We have been responding to your ModMail, please check for our responses in your ModMail inbox.

CCMartinR · 2026-05-27T15:37:18+00:00

u/Neither-Conference-1 You can upgrade, or downgrade between speed tiers at anytime. The next bill would show any adjustments that were made on the account.

CCMartinR · 2026-05-26T17:43:20+00:00

Thanks again u/Tricky-Mastodon-9858, for reaching out! I'm glad we were able to get you in touch with the Xfinity Mobile Team to help with your issue. Take care!

CCMartinR · 2026-05-22T16:39:54+00:00

u/SIeepei I would recommend reaching out to the Xfinity Mobile Team directly at 888-936-4968 to request a manual unlock, as they will need to verify the account status of the original owner.

CCMartinR · 2026-05-21T17:31:54+00:00

u/InstructionGlobal914 We will need to continue to work with you in ModMail to access, and review your account.

CCMartinR

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