Support

Setup & Activation:
Do I need a computer?

You will need to provide a WiFi enabled device such as a computer, smart phone or tablet. The Internet Prepaid Starter Kit includes a Wireless Gateway (modem and router in one), coax cable, Ethernet cable and power cord. To establish a direct connection, rather than using WiFi, use the Ethernet cable to get a wired connection.

Can I use my existing Wireless Gateway?
No, Xfinity Prepaid Internet service can only be accessed through the Wireless Gateway included in your Starter Kit. The Xfinity Wireless Gateway included in the Prepaid Internet kit may still be used if you subscribe to Xfinity non-Prepaid Internet service by contacting Comcast.
What type of Internet speed will I get?

Xfinity Prepaid Internet service offers up to 20 Mbps of download speed and up to 1 Mbps of upload speed. Actual speeds may vary and are not guaranteed.

Why are you asking me to create an Xfinity User ID?

Once created for your Prepaid Instant TV, your Xfinity User ID serves as your unique Xfinity network identity. This allows you to use Prepaid Instant TV, the Xfinity Stream App and enjoy free one-hour sessions at millions of Xfinity WiFi hotspots nationwide.*

*Restrictions apply. Not available in all areas. Unused time does not carry over to subsequent passes or 30-day period. Not responsible for lost data resulting from terminated internet session or any other reason. A maximum of up to 10 devices may be registered to a single Xfinity WiFi On Demand account. Actual speeds vary and are not guaranteed. Availability and locations of hotspots are subject to change. Requires compatible WiFi-enabled laptop or mobile device. Hotspots available in select locations only. May not be combined with other offers. Pricing, services and offer subject to change. Subject to the Xfinity WiFi Terms of Service. For help or more information, call 1-866-489-0919 or visit wifi.xfinity.com

Payment:
Do I own the equipment?

Yes. You own the Wireless Gateway, cords and cables when you purchase the Starter Kit.

How do I refill my service?

You can easily refill your service with a credit or debit card online at xfinityprepaid.net or by purchasing a refill at a participating retailer.

Do I have to sign a long-term contract?

There are no long-term contracts with Xfinity Prepaid Service. And we don't require a credit check or ask for a Social Security number. Xfinity Prepaid Service is subject to the Terms and Conditions included in your Starter Kit and available on this website.

Do I need to have a credit card?

You can purchase your Xfinity Prepaid Internet Starter Kit online using credit, debit and prepaid cards. You can also purchase a Starter Kit and refills at a local retail location using cash.

Can I auto-refill my service?

Yes. You can sign up for auto-refill online at xfinityprepaid.net with a credit card.

What is the Limited Warranty?

If the equipment (“Equipment”) included with the Starter Kit (“Kit”) fails due to a defect in materials or workmanship, or normal wear and tear (“Operational Failure”), Comcast will replace the Equipment with other Equipment (“Replacement Equipment”). To receive Replacement Equipment you must notify Comcast within thirty (30) days of the date of purchase by calling 855-757-7372 and following the return procedures provided when you call. THERE IS NO ASSURANCE, REPRESENTATION, OR GUARANTEE THAT ANY REPLACEMENT EQUIPMENT WILL BE IDENTICAL. The Replacement Equipment will be refurbished Equipment. You hereby assign to Comcast all rights and benefits of any manufacturer’s warranty or other ancillary coverage relating to any Equipment that Comcast replaces.

How do I return for a refund?

If you purchased your Prepaid Starter Kit online or by phone, it may be returned within 15 days of purchase for a refund if the Starter Kit is unopened or if opened, Xfinity Prepaid Internet service must not be available at your residence, as determined by Comcast. All opened kits must be returned, content complete, in good working order. If your equipment is defective, please see the Limited Warranty inside the Starter Kit for more information.

All returns must be requested by calling 855-75-PREPAID.

Refunds are limited to a refund of the Starter Kit price (including taxes) actually paid. Shipping charges will not be refunded. All returns must be submitted using the UPS return shipping label included with the Starter Kit. Refunds will be provided only by a credit to the original credit/debit card used for purchase.

If you purchased your Prepaid Starter Kit in a retail store, it is subject to the return and/or refund policy of that retailer.

Requirements:
Are there any requirements to get the service?

You must be at least 18 years of age, live in a Comcast-ready home, and be in an area where this service is offered. Also, your address cannot have an active Comcast or Xfinity account. Check here to see if Xfinity Prepaid Service is currently available at your address.

What if I'm already a Comcast customer?

Xfinity Prepaid Service cannot be used at an address that has active service with Comcast.

What if I no longer need my equipment or want to recycle it?

Should you need to return your Comcast equipment or if you no longer need the device, please drop it off at a Customer Service Center or Xfinity Store. Find a Customer Service Center or Xfinity Store location near you.