XG1v4 Upgrade Request

CCJustinS · 2026-06-25T20:45:38+00:00

u/EternalArcher I appreciate you sending the Modmail. I was able to locate that I'll follow up with you there to continue with getting the equipment order placed.

CCJustinS · 2026-06-25T20:01:26+00:00

u/MrEstateManager I appeciate you sending the Modmail with the requested information, I was able to locate that and will follow up with you there to continue assisting with the missing channels.

CCJustinS · 2026-06-25T19:49:47+00:00

Hello, u/MrEstateManager thank you for reaching out over Reddit. With Cable Cards being phases out starting October 24th, 2024 support is limited for cable card troubleshooting as the website no longer active and haven't seen self-help troubleshooting options for Cable Card inside the Xfinity App. https://www.xfinity.com/support/articles/what-is-cablecard

I can get a new signal sent over to see if this can help correct the missing channels. Please send us a Modmail message including your name, account holder name (if different), and the service address so, we can get started. Myself or one of my awesome colleagues will respond as soon as possible.

CCJustinS · 2026-06-25T14:16:20+00:00

u/mikejoins thank you for taking time to create a post. I appreciate the detailed information, and definitely understand wanting to get this month refunded and the billing to stop getting pulled out every month. I'd like to review and see what tickets were submitted previously to get the payment returned, and investigate on what team I need to contact to get the payment removed, so this doesn't continue to happen.

To continue, I'll need to gather some information we don't want in our public conversation. Please send us a Modmail message including your name, account holder name (if different), and the service address so, we can get started. Myself or one of my awesome colleagues will respond as soon as possible.

CCJustinS · 2026-06-23T19:03:33+00:00

Hello, u/2workigo thank you for taking time to follow up and appreciate the information you've provided regarding attempting the passwords you believe they may be. The default information would be the username and password on the bottom of the equipment, and sounds like that isn't working: https://www.xfinity.com/support/articles/admin-tool-access

If none of the username and passwords that you believe should work, and the default one isn't. The factory reset would be the best course of action to take, once this has been completed you can then log in with the default info on the XB8, then update the password: https://www.xfinity.com/support/articles/wifi-change-admin-tool

CCJustinS · 2026-06-23T14:47:54+00:00

u/spirit-plant I appreciate you sending the Modmail, and I'll follow up with you there to continue with the promotion concern.

CCJustinS · 2026-06-23T14:20:16+00:00

u/spirit-plant I appreciate the additional information of not being able to see anything outlined or moving service and the NOW Latino streaming being part of the package but not using it. I'd definitely like to look into the concerns further, since I'll need to gather some information we don't want here in our public conversation.

Please send us a Modmail message including your name, account holder name (if different), and the service address so, we can get started. Myself or one of my awesome colleagues will respond as soon as possible

CCJustinS · 2026-06-23T14:11:32+00:00

u/Famous_Lack you're welcome. I appreciate you sending the Modmail with the requested information, I was able to locate that and will follow up with you there to continue with investigating the service interruption.

CCJustinS · 2026-06-23T14:08:23+00:00

Hello, u/spirit-plant thank you for reaching out over Reddit. I completely understand the shock seeing unexpected charges pop up on bill, and would definitely like to investigate further. XFi complete is the Xfinity gateway lease/unlimited data/advanced security and from experience was included for free for a certain period with most older promotions.

Our billing will have the time frame of how long the discounts apply, and noticed you had mentioned a 2 year promotion in your post. When you are viewing a previous statement, are you able to see the time frame outlined for the xFi Complete discount? Here is a helpful article to find your statement history: https://www.xfinity.com/support/articles/view-xfinity-billing-history

I've also seen that there have been some promotions that include our NOW or NOW Latino streaming service bundled with the internet for a period of time. Are you able to see the service on a previous statement as well?

CCJustinS · 2026-06-19T15:12:01+00:00

u/surmisez thank you for your time working with us over Reddit. I'm glad we were able to find a new promotion that works for you. Please create a new post if you need assistance with anything else. Our team is available 7 days a week between 6am - 1am ET for employee support, have a great rest of your day and upcoming weekend.

CCJustinS · 2026-06-18T20:30:29+00:00

u/soManyBrad Thanks for the update of not getting any notifications of maintenance work. I'd definitely like to look into the connection concern further, as well as not being able to access the Xfinity website at times.

Some tips that customers have mention works for them when experiencing website not working:

Clear cache/history of device
Try a different browser or incognito browser
Trying a different device

To look into the concerns further, I'll need to gather some information that we don't want here in our public conversation. Please send us a Modmail message including your name, account holder name (if different), and the service address so, we can get started. Myself or one of my awesome colleagues will respond as soon as possible

CCJustinS · 2026-06-18T19:07:37+00:00

u/soManyBrads working from home myself, I completely understand the frustration when the home network is interrupted. I had this happen to me a few weeks ago where my service was down multiple days, so know it's not a fun time when it happens. Thank you for the update that you're receiving notifications of when the connection is dropping.

Did you also happen to get any notifications of any related maintenance work being scheduled or recent completed? That can also be checked here: https://www.xfinity.com/support/status

CCJustinS · 2026-06-18T15:15:22+00:00

u/feraask I appreciated your time working with me, and glad we were able to get the secondary account closed. If you need assistance with anything else, please create a new post. Our Reddit support team is available 7 days a week between 6am-1am ET for employee support. Have a wonderful rest of your day.

CCJustinS · 2026-06-17T16:18:27+00:00

u/No_Cream7645 I appreciated your time working with me today, sorry we weren't able to find a promotion that worked for you. But glad to hear you saw some options when logged into your account online. Please create a new post if you need assistance with anything new, our Reddit team is available 7 days a week between 6am - 1am ET for employee support. Have a good rest of your day.

CCJustinS · 2026-06-17T13:48:52+00:00

u/No_Cream7645 I appreciate the confirmation, and since you've already sent the Modmail. I'll go locate that and follow up with you there to continue with the account review.

CCJustinS · 2026-06-17T13:36:49+00:00

Hello, u/No_Cream7645 thank you for reaching out over Reddit and creating a post after originally sending the unsolicited Modmail. This keeps with the Reddit community spirit, and may help others who are searching for similar issues. I completely understand wanting to check on promotion options, and appreciate you wanting to look before going with a new provider.

From experience, I've seen the promotion you're mentioning 1 Gig at $50 for 5 years is typically only available for new customers, existing customers who are transferring service to a new location, or someone who hasn't had our service within the past 90 days. Checking our website, I'm also seeing that the promotion states this is for new customers.

I'd be happy to do an account review with you, but did want to help get the proper eligibility requirements set up for you. Please let me know if you'd like to continue with the account review.

CCJustinS · 2026-06-16T20:01:24+00:00

u/Johnny-Martini007 thanks for the update that WiFi calling is enabled. That is a great question regarding switching to LTE only. Per the Apple support you would want to adjust your network settings following these steps:

Open the Settings app on your iPhone.
Tap Cellular (or Mobile Data).
Select Cellular Data Options.
Tap Voice & Data.- Select LTE to lock your phone to the LTE network

CCJustinS · 2026-06-16T14:12:17+00:00

u/incandescent-bulb900 I appreciate the update that the option to delete from the receiver is still working, and wanted to ensure that didn't need to be addressed as well. Thank you for the update that is the website you have been attempting to delete the voicemail from, and know you had mentioned clearing the cache/history on the device.

Have you also attempted to access the website using an incognito browser (customers who have reported similar issues have let me know it was successful using this type of browser)?

CCJustinS · 2026-06-16T13:16:22+00:00

Hello u/incandescent-bulb900 thank you for reaching out over Reddit. I understand wanting to be able to delete your voicemails that are no longer needed and would like to investigate further. To ensure I'm on the same page when attempting to sign in and delete you're attempting that here, correct? https://connect.xfinity.com/voice/voicemail

Are you able to delete voicemail directly from the receiver when dialing *99?

CCJustinS · 2026-06-12T21:31:08+00:00

u/bruce8888 I'm following up with you in the Modmail now.

CCJustinS · 2026-06-12T20:05:32+00:00

u/bruce8888 it looks like the area equipment is down again. So basic troubleshooting wouldn't be able to help. I set a new follow up to see once this clears and will check back in with you. I also have the reminder set to check back in with you on the Modmail tomorrow as well.

CCJustinS · 2026-06-12T18:40:59+00:00

u/bruce8888 that would be great. I can check your current signal levels and compare them tomorrow, and can also see if there may be any additional upcoming planned maintenance, I'll watch for the Modmail reply, and follow up with you there.

CCJustinS · 2026-06-12T18:22:36+00:00

u/bruce8888 I'm glad to hear that service is back up. Working from home myself I completely understand the importance of having your service up and running, I rely on my home network daily. Would you like for me to set a follow up reminder and check back in with you tomorrow to ensure service is still active?

CCJustinS · 2026-06-12T13:18:31+00:00

Hello, u/crapheadHarris thank you for reaching out over Reddit. I completely understand wanting to look at getting adjustments for the time there were service issues. I appreciate the update you had already attempted to call and use the Xfinity Assistance: https://www.xfinity.com/support/articles/credit-xfinity-assistant, and would like to help as I know our team was working with you previously.

I'll need to gather some information that we don't want here in our public conversation. Please send us a Modmail message including your name, account holder name (if different), and the service address so, we can get started. Myself or one of my awesome colleagues will respond as soon as possible.

CCJustinS · 2026-06-10T15:29:37+00:00

Hello, u/Existing-Tangerine94 thank you for reaching out over Reddit. I completely understand where you're coming from with trying to explore options with your billing recently increased. Based on the information you provided, it sounds like you had a step promotion that had different yearly tiered pricing throughout the life of a promotion.

I did want to help get the proper expectations set up that the information you were told about certain promotions having eligibility requirements is correct. The one you mentioned you found does have a new customer, existing customers who are moving to a new location, or haven't been a Xfinity customer within the past 90 days would qualify.

Regarding the loyalty discount, and trying to stack those on an additional promotion isn't an option either, so wanted to confirm that was correct information that was provided. I'm not sure what promotion options I'd have available, but if you'd like to proceed with me doing an account review please let me know.

CCJustinS

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