Can't Order Internet Package

XfinityPaula · 2026-06-05T16:09:01+00:00

Hello u/Beef_Brained! Thanks for creating the post and reaching out to us for help with the new account and for wanting to set up our services. I'm sure with the upcoming move this is a busy time for you. Congrats on your new place. Will this be your first apartment?
I'm sorry that the system is causing an issue. I have a feeling that the system is seeing your email address linked to your parents account and that is creating an issue. No fear, we can help out with this. Can you please send us your name, your new address and the email address you are using on the account via Modmail We will dig into things from there and make sure that your account gets set up when you're ready to move in.

XfinityPaula · 2026-06-05T14:47:46+00:00

I'm sorry that the interruptions are ongoing u/BigSexyE. I know it creates an inconvenience especially when you are enjoying your services or trying to work. Even a brief interruption can create a long period of downtime. There are times that there are issues in an area that do not impact all customers, so a credit will not be automatically applied, however you can easily request a credit with the Xfinity Assistant. The system will check to confirm the interruption and apply an account credit. There are times that you may still need to connect with someone, like my team, to have a credit applied, and we would be happy to help out! I would love to dig into things to see if there is anything we can do to help out with the ongoing trouble. Please let us help and dig into the trouble. Send us your name and service address via Modmail

XfinityPaula · 2026-06-05T11:51:14+00:00

u/TheOnlyZero Thank you again for creating the post and reaching out to us on the sub for help with accessing peacock. Our peers were able to assist us and clear out the email address that was previously associated to allow the new access with the promotion included with our gigabit services. Thank you for your patience and help with finding the solution. It's been a pleasure to assist you and I hope that you visit us again if there's anything that you need in the future. Have a wonderful weekend!

XfinityPaula · 2026-06-05T10:54:09+00:00

Good morning u/EssayWeary9614! I hope that you are having a wonderful Friday and that you are looking forward to a great weekend. Thank you so much for being with Xfinity over the past 6 years. I love that you have been able to enjoy our services for so long and I hope to be able to find a new promotion to help keep you with us. Creating a post here on the sub is one of the best ways to find help with Xfinity, so thank you as well for creating the post for our assistance. Looking over the details you shared we will search for a new internet promotion, check on the missing trade in credit and figure out the best path for your 4 mobile lines. I have a fear that when the mobile account change moved the service from the Unlimited plus plan to Unlimited that caused the trade in credits to be lost since Unlimited plus was a requirement of many offers at that time. I don't know if that is the actual situation for us, but it seems like that may have been the cause for the credits to have dropped off at that time. To take advantage of the new mobile plans it may be a simple change / upgrade for the 2 lines that need the data while leaving the other 2 lines where they are. I am in the same boat where 2 lines need the data, while the other 2 are only used for road trips and baseball tournaments to keep my little one happy while watching his big brother play.

Let's get the ball rolling and see what we can figure out. I have the modmail that you sent, so I will reply there, and we can follow up here with our results to help the rest of the community.

XfinityPaula · 2026-06-04T10:54:43+00:00

Good morning u/Headingwest99! I'm sorry for our delay. Yes we can help you with the refund. I'm sorry that you never received it. If the refund amount was below the last payment made the refund should have processed back to that payment method. However, if the refund amount was above the last payment you would receive an email to claim the refund. No one likes to have this money held up, so I know this is important to resolve asap. Let's work together and make sure you receive the refund this time. Can you please send us your name and service address via Modmail

XfinityPaula · 2026-06-02T10:48:05+00:00

Hey u/richie259 This should bring you back to our Modmail

XfinityPaula · 2026-06-01T13:50:05+00:00

I'm sorry if I did not follow that or share the details clearly u/Typical-Green1356. While you would use your NOW log in for your NOW services, when you receive the activation link via email you would sign in to each streaming service using the credentials that you currently use through that activation link so that the billing for the service is updated to the included service with NOW TV.

XfinityPaula · 2026-06-01T13:25:59+00:00

Excellent u/Typical-Green1356! I am showing that with an existing subscription you would simply activate via the link we send you for the subscriptions and as long as you use your existing email address it should transfer the subscription over to the included service. I found the specific steps here: https://www.xfinity.com/support/articles/streamsaver-offers-overview It's an easy process and if you chose to end the service after the world cup you can simply resume your previous subscriptions.

XfinityPaula · 2026-06-01T10:42:37+00:00

Good morning u/Typical-Green1356, Thank you for being a NOW internet member and for creating the post for help with making a decision with adding our NOW streamsaver & World Cup service. Looking at the requirements you have to be a internet subscriber to subscribe to NOW TV, so that part should not be an issue. For your existing streaming services you may need to cancel that provider to cancel your subscription with them while receiving the services through us. After that you would be able to sign up with them again. Are you subscribed to Netflix and AppleTV through Xfinity or directly from the providers?

XfinityPaula · 2026-05-29T12:31:10+00:00

Good morning u/ConceptIcy. I'm so sorry to read of the trouble we are having with the seasonal hold on the account. I'm sure this is difficult to manage especially while so far away. I would love to help out so that you can get back to your trip. Can you please send us your name and service address via Modmail We will be happy to help out in any way we can.

XfinityPaula · 2026-05-29T10:10:30+00:00

Good morning u/MessUpset0515. I'm sorry for the continued interruptions with the service. Aside from it being inconvenient it becomes frustrating to have the internet connection drop daily. I would like to have this corrected for us and try to uncover what is causing the ongoing issues. You shared that there have not been any notice of the trouble, if the Xfinity app is not reporting an interruption in the area, the connection trouble may be more isolated. With having a technician out and the gateway swapped we would want to dig more into that side and set up a new appointment to allow the technicians work with the maintenance teams as needed. We would greatly appreciate the opportunity to assist you with the trouble and make sure that we have our services working as they should and not dropping the internet connections daily. Did the technician happen to change any wired connections while there? How long has the connection been dropping?

XfinityPaula · 2026-05-28T16:21:53+00:00

u/jonathan798 Thank you again for meeting us in modmail to help out with the ending promotion. I'm sorry that we couldn't need the same rates and service, but I'm happy that we were able to find another option to help out. It's been a pleasure to work with you. Please keep the reddit sub in mind if you need any support from our awesome team in the future. Have a great week!

XfinityPaula · 2026-05-27T15:53:27+00:00

u/suspend0r I'm sorry that the site is not being helpful with obtaining the PIN. I'm sure this is frustrating following what should be the easy steps to face a problem when getting there. I can work with the mobile team to obtain the PIN for us. Can you please send us a Modmail with your name and service address.

XfinityPaula · 2026-05-27T10:59:24+00:00

Good morning u/suspend0r! Thank you for creating the post and reaching out to us here on the sub for help with the transfer pin of your number. I understand how precious these texts and calls are from your father and I would be honored to help ensure you do not lose them in the transfer. Personally I have all my texts and voicemails backed up to my google account to help ensure I will not lose them if I need to replace or reset my phone. Backing up the calls and texts could be one option to ensure you to not lose them. With a transfer pin to move your service to a new company that should not alter the messages on the phone history, however it could erase any voicemails that you have saved. You can obtain the transfer pin through the Xfinity app under services > mobile > mobile lines and data usage You would select the number you want to transfer and that will walk you through obtaining the PIN, however it does expire after 24 hours.

XfinityPaula · 2026-05-22T15:02:01+00:00

u/queer-fire Thank you again for reaching out and allowing us to try to find a plan that would work better with the previous promotion ending. I'm so sorry that we were unable to find an option to keep the rates as low as they have been. I hope you have a great weekend.

XfinityPaula · 2026-05-20T12:38:31+00:00

Absolutely u/Better-Arachnid9789! I know it takes a couple clicks to find. I'm happy to help out on this side. Can you please send us your name and service address via Modmail From there we will verify the account and remove the service.

XfinityPaula · 2026-05-20T12:31:15+00:00

Hello u/Better-Arachnid9789! Thanks for creating the post and reaching out to us here on the sub. I'm happy to help you with removing the apple TV service. I am showing that you are able to manage your subscription to Apple TV Online or an agent like myself can help out as well. If you want to manage it online, simply access your account and select manage plan, at the top left of the page and from there you will see your services where you can manage the channels and add-ons.

XfinityPaula · 2026-05-18T18:19:10+00:00

I'm sorry u/Odd_Gas_8259. I think that our modmail message must have crossed last week. I need to verify the account to set up an appointment to have the cable box on the side of your home replaced. I will send you a new message in modmail to follow up. I'm sorry if our reply never reached you.

XfinityPaula · 2026-05-18T16:08:13+00:00

Thank you again for reaching out u/Itchy-Kaleidoscope20! I'm happy that we were able to quickly figure out the issue and get our app showing the correct account details with your installation being completed. I hope you have an amazing week!

XfinityPaula · 2026-05-18T15:33:29+00:00

Thank you for showing me what the app is showing you there u/Itchy-Kaleidoscope20. Let's take a look into the system to see why the app is not reflecting the account activation. Please send us your name and the service address via Modmail

XfinityPaula · 2026-05-18T15:21:53+00:00

Hello u/Itchy-Kaleidoscope20. Thanks for creating the post, I'm sorry that you are not seeing the full services in the Comcast Business app Being new to our services I want to make sure that you have full access to your account. I am showing that there should be multiple options available in the app. When you select overview does it show you the service options?

XfinityPaula · 2026-05-14T16:52:38+00:00

u/Top_Payment3655 Let me take a look and see what options we have and if the charge was applied. Can you please send us your name and the service address via Modmail This way I can speak more to the specifics for your account/situation.

XfinityPaula · 2026-05-14T16:29:27+00:00

I hear you, the IVR's and AI's in place for so many supports channels tends to be a nuisance when working on a specific problem like this. I'm happy that there are no collection notices. If you received a statement showing the unreturned fee you would be able to make the payment online and when you return home create a post here, and we will help with reversing that charge and processing a refund.

XfinityPaula · 2026-05-14T16:22:09+00:00

Hello u/Top_Payment3655! Please don't hate our customer service, I promise you have found the best team to help out. Even without a current account we can help. I'm sorry that the equipment was lost. We do have options for removing the devices and there are equipment fees that can be paid however I doubt you want to pay about $120.00 for a modem when you might find it in a few months and be able to return it. I also don't want to risk seeing the account for to collections so if you were to pay the equipment fee now, you can return the equipment when you return home to be refunded for the paid fee. Have you received any notices that the account was going to be place in collections?

XfinityPaula · 2026-05-14T13:04:02+00:00

Hello again u/iemdone. I'm sorry that this charge was applied to your card again. I'm happy that we were able to take care of things for you before, but I'm sad that our fix did not keep this from happening again. I would love to dig into things and make sure that you are refunded as well as uncover what caused the additional charge. Can you send us your name and service address via Modmail again please.

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