Overview
You can report refund, payment, or safety issues and concerns, like low-hanging cable wires, by visiting the Report an Issue page. To report an issue online, you must be an Xfinity customer and sign in with your Xfinity ID and password. If you’re not an Xfinity customer, call 1-800-XFINITY.
The easiest way to troubleshoot Xfinity service issues is through the Xfinity app or Xfinity Assistant.
How to report an issue online
- Visit the Report an Issue page and choose the issue you need help with, such as:
- Missing payment
- Misapplied payment
- Duplicate payment
- Overpayment
- Refunds
- Low-hanging or down cable wires posing a safety risk
- Choose the option that best describes your situation and click Continue.
- Provide details and click Continue.
- If you selected payment or refund, follow the prompts to provide more details, like dates, payment method, payment location, amount, confirmation numbers, name spelling, etc.
- For safety concerns, select the option from the drop-down menu that most closely describes your issue.
- Make sure all information is accurate then click Submit.
- You’ll see a confirmation page as well as receive a confirmation email.
After you report an issue online
Requests are worked in the order they're received. You'll get emails about the status of your request, and we may contact you for more information if needed. Once we fix your issue, we'll send you an email to let you know everything is all set.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.