Dealing with internet or cable TV problems can be really frustrating. You pay good money for Xfinity services each month, but things don’t always work as they should. When this happens, sending a clear complaint email can help you get the issue fixed fast.
These 15 email templates will help you write to Xfinity customer service about different problems. Each sample shows the right way to explain your issue, ask for what you want, and get results. Use these as starting points for your own emails.
Xfinity Complaint Email Samples
Use these email examples as guides when you need to contact Xfinity about service problems. Change the details to match your situation.
1. Internet Service Outage
Subject: Ongoing Internet Outage at [Your Address] – Account #[Your Account Number]
Dear Xfinity Customer Service,
I am writing about the internet outage at my home address [Your Full Address] that started on [Date and Time]. This outage has lasted for [Number of Hours/Days] now, and I have not been able to work from home or use any online services during this time.
I called your technical support line on [Date] and spoke with [Name if Available], who said the issue would be fixed within 24 hours. That time has passed, and I still have no internet service.
My account number is [Your Account Number], and I have been a loyal customer for [Number of Years]. I expect reliable service as part of my monthly payment of $[Your Monthly Bill Amount].
Please resolve this outage as soon as possible and provide an update on when I can expect service to return. Also, I would like to request a credit for the days without service on my next bill.
Thank you for your quick attention to this matter.
Sincerely, [Your Full Name] [Your Phone Number] [Your Email Address]
2. Billing Error Complaint
Subject: Incorrect Charges on My June 2025 Bill – Account #[Your Account Number]
Hello Xfinity Billing Department,
I just looked at my June 2025 bill and found some charges that should not be there. My account number is [Your Account Number].
The bill shows a charge of $14.99 for “Premium Sports Package” which I never ordered or used. There is also an “Equipment Upgrade Fee” of $9.99, but I have not received any new equipment.
My normal monthly rate should be $89.99 based on the 2-year agreement I signed on [Date of Agreement]. These extra charges add up to $24.98 that I should not have to pay.
Please check my account, remove these wrong charges, and send me a new bill with the correct amount. If the charges were because of a mistake on your end, I would also like to know why this happened so it doesn’t happen again.
I look forward to your quick response.
Thank you, [Your Full Name] [Your Phone Number] [Your Account Number]
3. Slow Internet Speed Complaint
Subject: Internet Speed Much Lower Than What I Pay For – Account #[Your Account Number]
Dear Xfinity Support Team,
I am writing about the slow internet speeds I have been getting for the past two weeks. I pay for the 600 Mbps plan, but speed tests show I am only getting 75-100 Mbps at peak times.
I have done all the troubleshooting steps on your website: – Restarted the modem and router several times – Checked for service outages in my area – Made sure no one in my home is using lots of bandwidth – Connected my computer directly to the modem with an Ethernet cable
The speed is still much slower than what I pay for. This makes it hard to work from home, join video calls, or stream shows without buffering.
My account details are: Account Number: [Your Account Number] Service Address: [Your Address] Current Plan: 600 Mbps Internet Only Plan
Please look into this issue and let me know what can be done to fix it. If the problem can’t be fixed soon, I would like to discuss a discount on my bill for the time with reduced service quality.
Best regards, [Your Full Name] [Your Contact Phone Number] [Your Email Address]
4. Missed Appointment Complaint
Subject: Technician No-Show on April 10 – Account #[Your Account Number]
Dear Xfinity Customer Care,
I had an appointment scheduled for April 10, 2025, between 1:00 PM and 3:00 PM for a technician to fix my cable box issues. I stayed home from work to be here, but no one showed up or called.
I waited until 4:00 PM and then called customer service. The agent told me there was no record of the technician’s visit and that I would need to reschedule for next week. This is not acceptable, as I have already been without working cable TV for 5 days and had to miss work today.
This has caused me both loss of service and loss of income from taking time off work. I would like: 1. An appointment scheduled for tomorrow or the next day at the latest 2. A credit for the days without service 3. A $20 credit for the missed appointment as promised in your Customer Guarantee policy
My account information is: Account #: [Your Account Number] Phone: [Your Phone Number] Address: [Your Full Address]
Please contact me as soon as possible to resolve this issue.
Thank you, [Your Full Name] [Your Email Address]
5. Rate Increase Complaint
Subject: Sudden Rate Increase Without Notice – Account #[Your Account Number]
Hello Xfinity Billing Team,
I just got my April 2025 bill and saw that my monthly rate increased from $129.99 to $174.99 without any notice from Xfinity. This is a $45 increase that I did not budget for.
My account details are: Account Number: [Your Account Number] Name on Account: [Your Name] Current Package: Internet (300 Mbps) and Basic Cable
I have been a loyal customer for over 4 years and always pay my bills on time. I checked my agreement, and it says my rate was locked in until June 2025, which is still two months away.
Please explain why my rate was increased before the end of my agreement period. I would like this increase reversed and to keep my original rate until my agreement ends. At that time, I would like to discuss new package options that fit my budget.
Looking forward to your response, [Your Full Name] [Your Contact Phone Number] [Your Email Address]
6. Poor Customer Service Experience
Subject: Very Poor Customer Service Experience on April 8 – Account #[Your Account Number]
Dear Xfinity Management Team,
I want to share my bad experience with your customer service on April 8, 2025, around 7:30 PM EST.
I called about a problem with my bill and spoke with a representative named [Name if Known]. During our call, the representative: – Interrupted me several times while I tried to explain my issue – Told me the problem was “my fault” without listening to all the details – Put me on hold for over 20 minutes without checking back – Transferred me to another department without warning, where I had to start all over
The whole call took 1 hour and 45 minutes, and my issue is still not fixed. This level of service is not what I expect as a customer who pays over $150 per month for Xfinity services.
I would like: 1. My original billing issue to be fixed (extra $29.99 charge for a movie I did not order) 2. A follow-up from a customer service manager about the poor treatment I received
My account information: Account #: [Your Account Number] Phone: [Your Phone Number]
Thank you for your attention to this matter.
Sincerely, [Your Full Name] [Your Email Address]
7. Equipment Malfunction Complaint
Subject: Cable Box Constantly Freezing and Rebooting – Account #[Your Account Number]
Dear Xfinity Support,
For the past two weeks, my cable box has been freezing during shows and rebooting by itself several times a day. This happens on all channels, not just specific ones, and makes watching TV very frustrating.
Here is what I have already tried to fix the problem: – Unplugged the box and plugged it back in after 2 minutes – Checked all cable connections – Made sure the box has good air flow and is not overheating – Ran the system diagnostic test from the settings menu
None of these steps has fixed the issue. The box is model number [Your Box Model Number] and I’ve had it for about 2 years.
My account details: Account Number: [Your Account Number] Service Address: [Your Address]
I would like to request a replacement box as soon as possible. If a technician needs to come to my home, I am available on weekdays after 5 PM or any time on weekends.
Thank you for your help, [Your Full Name] [Your Phone Number] [Your Email Address]
8. Channel Package Complaint
Subject: Missing Channels from My Package – Account #[Your Account Number]
Hello Xfinity TV Department,
I am writing because several channels that should be part of my TV package are not showing up in my channel lineup. I subscribe to the “Preferred” package that should include all sports channels, but I cannot access ESPN2, Fox Sports 1, or the Golf Channel.
When I try to watch these channels, I get a message saying I need to upgrade my package. According to my account information and the package details on your website, these channels should be included in what I already pay for.
My account information: Account Number: [Your Account Number] Current Package: Xfinity Preferred TV Package Monthly Bill: $[Your Bill Amount]
Please check my account and restore access to all the channels that should be part of my package. If there has been a change to the channel lineup, I was not notified about this and would like an explanation.
Thank you for looking into this matter.
Regards, [Your Full Name] [Your Contact Phone] [Your Email Address]
9. Installation Problem Complaint
Subject: Incomplete Installation on April 5 – Account #[Your Account Number]
Dear Xfinity Installation Team,
A technician came to install my new Xfinity services on April 5, 2025, but left without finishing the job. My internet is working, but the cable TV was not set up properly, and I still can’t watch any channels.
The technician said he needed to “get a part from his truck” but never came back. After waiting 45 minutes, I called customer service and was told he had marked the job as complete and left for another appointment.
I am paying for both internet and TV services ($159.99/month), but I’m only able to use the internet portion. I have called customer service twice since then, and each time I’m told someone will call me back, but no one has.
My account details: Account #: [Your Account Number] Service Address: [Your Full Address] Installation Date: April 5, 2025
I would like a technician to come back and finish the installation as soon as possible, and I want to be charged only for internet service until my TV is working properly.
Thank you for your prompt attention, [Your Full Name] [Your Phone Number] [Your Email Address]
10. Service Area Coverage Complaint
Subject: Frequent Service Drops in My Area – Account #[Your Account Number]
Dear Xfinity Technical Support,
I live at [Your Address], and our entire neighborhood has been having frequent internet and TV service drops for the past month. The service will go out completely for 20-30 minutes at a time, multiple times per day, with no warning.
Many of my neighbors have reported the same issue (at least 12 homes that I know of), which suggests this is a larger area problem rather than an issue with my specific connection.
These outages have caused: – Disruptions to my work-from-home job, including dropped video calls with clients – Interrupted online classes for my children – Loss of TV service during important programs
Each time I call about an outage, I’m told there are no reported problems in my area. However, the pattern and widespread nature of these issues suggest there may be a problem with the main line or equipment serving our neighborhood.
My account information: Account Number: [Your Account Number] Service Address: [Your Full Address]
I request that Xfinity send a technical team to check the main lines and equipment in our area. This is affecting many customers, not just my household.
Sincerely, [Your Full Name] [Your Phone Number] [Your Email Address]
11. App Functionality Complaint
Subject: Xfinity Stream App Not Working on My Devices – Account #[Your Account Number]
Hello Xfinity Digital Support Team,
I’ve been having ongoing problems with the Xfinity Stream app on both my iPad and Samsung Smart TV for the past week. The app keeps crashing whenever I try to watch live TV or recorded shows.
Here are the specifics: – On my iPad (Model: iPad Pro 2024, iOS version 18.2): The app opens but freezes and crashes when I select any show to watch – On my Samsung TV (Model: QN65Q80C, Software Version: Current): The app gives an error code XRE-00021 after trying to play content
I have already tried: – Uninstalling and reinstalling the app on both devices – Clearing the cache and data on the TV app – Making sure both devices have the latest software updates – Checking that my home network is working properly (other streaming apps work fine)
My account details: Account Number: [Your Account Number] Email on Account: [Your Email Address]
Please help me fix this issue, as being able to watch on multiple devices is one of the main reasons I chose Xfinity for my TV service.
Thank you, [Your Full Name] [Your Phone Number]
12. Contract Dispute Complaint
Subject: Early Termination Fee Despite Agent’s Promise – Account #[Your Account Number]
Dear Xfinity Billing Department,
I am writing about an early termination fee of $240 that was charged to my account when I moved to a new address on March 15, 2025. This charge should not apply to my account for the following reason:
When I signed up for service at my previous address on August 10, 2024, I specifically asked the sales agent (Michael, ID #XF2587 if noted in your records) if I would be charged a fee if I needed to move before my 2-year contract ended. He assured me that Xfinity would waive the early termination fee if I continued service at my new address, which I did.
I moved from [Old Address] to [New Address] and set up new Xfinity service at my new home right away. There was no gap in service, and I am still an Xfinity customer with the same level of service.
My account information: Previous Account #: [Your Old Account Number] Current Account #: [Your New Account Number] Move Date: March 15, 2025
I request that the $240 early termination fee be removed from my account as promised by your sales agent. I have been a loyal customer and plan to continue using Xfinity services at my new address.
Thank you for your understanding and assistance, [Your Full Name] [Your Phone Number] [Your Email Address]
13. Wi-Fi Coverage Complaint
Subject: Poor Wi-Fi Coverage After Equipment Upgrade – Account #[Your Account Number]
Dear Xfinity Technical Support,
Last month, I upgraded to your new XB8 gateway based on a recommendation from your customer service team. Since the installation on March 20, 2025, my Wi-Fi coverage has been much worse than with my previous equipment.
With my old gateway, I had strong Wi-Fi throughout my 1,800 sq ft home. Now, I have: – Dead zones in two bedrooms and my home office – Weak signal in the living room (only 1-2 bars) – Frequent disconnections on my devices
I have tried: – Repositioning the gateway to a central location – Changing Wi-Fi channels in the settings – Resetting the gateway multiple times
Nothing has improved the situation. This is especially frustrating because I’m now paying $5 more per month for equipment that performs worse than what I had before.
My account details: Account Number: [Your Account Number] Gateway Model: Xfinity XB8 Installation Date: March 20, 2025
I would like to either: 1. Have a technician visit to resolve the coverage issues, or 2. Return to my previous equipment without any restocking/exchange fees
Please let me know what options are available to fix this problem.
Thank you, [Your Full Name] [Your Phone Number] [Your Email Address]
14. Data Cap Complaint
Subject: Unexpected Data Cap Overage Charges – Account #[Your Account Number]
Hello Xfinity Customer Service,
I just received my bill dated April 5, 2025, and noticed I was charged $30 for exceeding my data cap. I was not aware that my plan had a data limit, as this was never clearly explained when I signed up for service in February.
When I spoke with your sales representative before signing up, I specifically mentioned that I work from home and stream a lot of video content. I asked if there were any limits I should know about, and was told there were “no practical limits” to worry about.
I checked my usage history and see that I used 1.3 TB of data last month, just slightly over your 1.2 TB cap. Had I known about this limit, I could have monitored my usage or selected a different plan.
My account information: Account Number: [Your Account Number] Current Plan: Performance Pro Internet Monthly Bill: $[Your Bill Amount]
I request that: 1. The $30 overage fee be removed from my current bill as I was not properly informed about the data cap 2. Information about my options for unlimited data be provided so I can make an informed decision going forward
Thank you for your assistance with this matter.
Sincerely, [Your Full Name] [Your Phone Number] [Your Email Address]
15. Account Access Complaint
Subject: Cannot Access My Online Account – Account #[Your Account Number]
Dear Xfinity Account Support Team,
I have been unable to log in to my Xfinity account online for the past 5 days. Each time I try, I get an error message saying “We’re sorry, something went wrong. Please try again later” (Error Code: AUTH-10067).
I have tried: – Using the “Forgot Password” option to reset my password (the reset email never arrives) – Logging in from different devices (phone, laptop, and tablet) – Using different web browsers (Chrome, Firefox, and Edge) – Clearing my browser cookies and cache
This problem is preventing me from: – Paying my monthly bill, which is due in 3 days – Checking my data usage – Managing my TV recordings
My account information: Account Number: [Your Account Number] Name on Account: [Your Full Name] Email Address: [Your Email Address]
Please help me regain access to my online account as soon as possible. If needed, I can provide additional verification of my identity.
Thank you for your help, [Your Full Name] [Your Phone Number] [Your Email Address]
Wrap-up: Xfinity Complaint Emails
Writing a clear complaint email to Xfinity can help you get your problem fixed faster. The key points to include are your account number, details about your issue, what steps you’ve already taken, and what solution you want. Be polite but firm, and keep a copy of all emails you send.
If you don’t get a response within 48 hours, follow up with a phone call to Xfinity customer service. Always note the date and time of your calls and the name of any representatives you speak with. This information can be helpful if you need to escalate your complaint.