As an for Xfinity, we can assist with any number of concerns including technical issues, general service questions, upgrades & downgrades, new accounts & transfers, disconnect requests, credit requests and more. Before engaging in our community, we do have a few housekeeping items to be aware of.
Please create a Submission prior to sending a Modmail
Sometimes customers looking for help will send a private message or Modmail before posting publicly. After looking through the community, it may seem like a more direct way to get help, but there's several reasons why this isn't a good idea
Public posts auto-generate a ticket in our system for a member of our team to grab, including all of the information in the original post. PMs and Modmail don't. When you send a Modmail without being asked to do so, it is considered an Unsolicited Modmail.
Unsolicited Modmails are sent to a quarantined queue for review and assignment--any subsequent messages or threads will not be routed to a Community Specialist until a Manager reviews and creates a ticket in the system. This means there could be a 48-72 hour wait before you receive a reply. Creating a submission first is the best way to get help.
Unsolicited Modmails may not be addressed on weekends and holidays due to scheduling.
We also ask that users please avoid sending Modmail before being requested to do so by an employee.
Bear in mind that after 5 days of no response your ticket will close, and you will need to submit a new post for a new ticket. To comply with account security and privacy policies, you may be required to reauthenticate your account. To expedite your request, we recommend having your account information handy.
You can read more .
Know the Rules
You can familiarize yourself with our sub rules in the right sidebar or by visiting our directly. We have our rules in place for the safety and overall health of the community. If you see someone else violating these rules, please do not engage, just report and move on. We can't read everything ourselves, and we rely on the community to help us enforce the rules by reporting posts that break them. If your post or comment is removed for breaking these rules, or if you are given a warning, temporary or permanent ban, please refer to our for more information.
Official Employees vs. Xperts
Any user with the 'Community Specialist' or 'Community Manager' flair is an official employee of Comcast designated for providing support on the sub, therefore these should be the ONLY users soliciting any private information. If another user claiming to be an employee attempts to solicit information from you, please use the report function so a moderator can help. Official Employees of Comcast are the only moderators who have access to Modmail.
Sometimes, we have employees outside of the Reddit Care team who will jump in from time-to-time to help out including field technicians, VP's, business partners, and even former employees. They, along with super users (users whose posts consistently provide correct information). may receive a special 'Trusted Community Member' flair. As a reminder to any employee participating in social media, please familiarize yourself with the Social Media Guidelines in the Communications section of the Employee Handbook.
are the original founders of that are volunteer moderators for the community. They are not employed by nor receive any financial compensation from Comcast for the efforts they do here--they do so simply to help others out. The Xperts created the we have in our Wiki, regularly contribute their knowledge to all topics from service issues to billing and services, as well as facilitate communication with the Official Employees whenever a user concern needs to be escalated.
Hours of Operation
Community Specialists will provide official support during the hours below when issues require our attention (like billing requests, troubleshooting advanced technical issues, etc). After these times, it may take longer to get an official response.
We are available 7-days a week, 365-days a year--yes, even Holidays. We are a US based team, working in various parts of the country, so our Hours of Operation differ from other support channels.
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Day
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Hours of Operation (Eastern Time)
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Sunday
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6:00am - 12:00am
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Monday
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6:00am - 12:00am
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Tuesday
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6:00am - 12:00am
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Wednesday
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6:00am - 12:00am
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Thursday
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6:00am - 12:00am
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Friday
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6:00am - 12:00am
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Saturday
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6:00am - 12:00am
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Outside of these times, our and other community members are likely to respond to your post.
Scope of Support
The Community Specialists can assist with a variety of concerns, from billing to troubleshooting to so much more. Some examples include:
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Technical issues with all residential lines of business (TV, Internet, Phone, and Xfinity Home), including our mobile apps
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General service questions and security concerns
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Changing your existing services, including: upgrades, downgrades, partial and full cancellations, and transfers of existing service
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Crediting your account, when necessary
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Establishing a new account
With that in mind, our team does have some restrictions as listed below:
Data Usage Plan Inquiries
If you have questions about your account's data usage under the 1.2 TB data plan, please reach out to the Customer Security Assurance team at 888-565-4329.
Xfinity Username or User Roles
Your Xfinity username is part of your Xfinity ID, which you can use to sign in. It's also your .net email handle. When it comes to Xfinity Usernames, our ability to assist is limited for security reasons.
You can and online. You also have the option to or .
If you are having issues with any of the above, please reach out to the Customer Security Assurance team at 888-565-4329.
Commercial Accounts
Our team is able to offer assistance Comcast Business accounts in the following situations:
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Technical assistance with troubleshooting Comcast Business TV, phone and Internet services, including equipment swaps
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Provide account credits, when necessary
Due to the way business contracts are structured, our team is unable provide direct assistance with the following items, and will continue to be handled through the Comcast Business support line (800-391-3000):
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Upgrade/downgrade existing services (increase/decrease Internet speed, # of TV channels, adding/removing phone numbers, adding/removing static IPs, etc)
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Adding a line of business (TV, Internet or phone service)
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Contract renewals
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Cancellation of one line of business (TV, Internet or phone service) or an entire account
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Assistance with Business Voice Edge or Metro Ethernet lines of business
Our team can help facilitate communication with the appropriate team if you have attempted to reach out by phone and have not had success completing any the above requests.
Xfinity Mobile
Due to account security, our options with Xfinity Mobile accounts are very limited so we're unable to perform any device or account specific requests over this platform. This includes billing, sales, device questions, etc. You can find a wealth of information regarding Xfinity Mobile on our or in our .
For all Xfinity Mobile related questions please contact Xfinity Mobile by calling or texting 1 (888) 936-4968, or reach out to our .
If you have already reached out to Xfinity Mobile regarding your concerns, and they are still unresolved, our team can help facilitate communication with the appropriate team.
Finally...
I really wish this would go without saying but please do not send threats of violence, death threats, inappropriate images, etc. to the official employees working on the sub. I know more than likely you are frustrated, and you need to get it out of your system, but remember that there is a person behind each username--and they do genuinely want to help. This can often be a thankless job, and a stressful one at that, so please keep that in mind before you