Comcast / Xfinity
reviews and complaints

Account was open one month. They sent me a phone. I closed the account and refused delivery of the phone. I got billed for the phone. I called and got a credit. New month...new bill. This time they charged my bank account. I called. They told me if I wanted to reverse the charge, I should call the bank. I called the bank. They are closed for the holidays. The problem is that 45.66 has overdrawn my account. So, the erroneous charge may incur an overdraft of $36.00. I am furious. This miscommunication with Comcast/Xfinity has gone on since September 29, 2022. This is just the tip of the iceberg. Granted AT&T is not much better, but their customer service works when you through to the right person.

I’m Perry McGinnis, 6758 W Colonial Drive, Greenfield, IN 46140; [protected]. Been a customer over 30 years but your latest billing increases (over $13 a month) is the last straw for us. Your revenues increased by over 5% in 2022 but you continue wanting more money. We’ve been very satisfied with our services but you have now made their cost beyond our means. Our contract is over in late 2023 and we’ve started seeking other alternatives (eg. a company is offering a 3 year contract with a guarantee of no price increase). My sons have gone to streaming services/antennas and are very satisfied. In the past, companies desired and cared for loyal customers; however, greed will complete destroy this relationship.

Called agent at Xfinity to downsize cable bill. Few days later received a cell phone in the mail. Called agent to return it. I never signed up for their cell service. Still being billed for a service I never asked for. Called 5 times and agent said it was cancelled. Xfinity will not help me over the phone due to a outstanding bill on the phone. I’m going into their store again today to get written proof I don’t owe for cell service. I live an hour away from an Xfinity store and this will be my second visit

12/12/2022 I, Gloria E Springer, am initiating a complaint against Xfinity/Comcast/Mobile because of the lost I have suffered while trying to complete the simplest action, transferring my Mobile Service and keeping my telephone number, a task neither the algorithmic answering filter, any telephone calls or even a group call between Me, Victoria (Xfinity Corporate) and Consumer Cellular on yesterday.

I asked for a transfer of my phone and the phone was locked then Xfinity couldn't give me a transfer to Consumer Cellular rendering my phone useless and forcing me to purchase a new phone.

[protected]@yahoo.com

To:

Xfinity Mobile

Thu, Dec 15 at 10:44 AM

I hope we are not playing games because we had a conversation on 12/09/2022 @ 1549 hours with Eami regarding this bill and a nonexisting cell phone. He agreed that he would credit us 100% and stop the automatic payment from Capital One. He agreed and on December 10, 2022, @ 0755 hrs we received an email from Xfinity Mobile of a credit for $100.07 and again on the same day at 0756 hrs another credit for $19.89. However, you played the game showing this credit, but never credited us with Capital One and stopped the autopayment from Capital One. I also called two days ago, but could not understand the representative, but he told me that a supervisor would be calling me within two hours. Xfinity is not following through with anything. Do I have to go to the BBB to make a complaint?

I am asking you to follow through with the credits with our Capital One account and stop the auto payment also.

Respectfully,

Richard Kast

Over the past 2 weeks, I've contacted Xfinity/Comcast to get my Mother's phone /internet service (Account #[protected]) cancelled since moving her to a personal care facility. On 12/9/22 we paid a $99.99 cancellation fee with her credit card over the phone in order to have the service cancelled on 12/13/22. (Ticket# CA100781) I spoke with Albert [protected].

On 12/14/22 I called because the service was not cancelled. I spoke with numerous representatives and was told we had to pay a $210. charge before the service could be cancelled. When I disputed this, they said they would reduce this charge to $170 (on her credit card) [protected] (Mack) I was told they would call me back to verify the cancellation was processed. They called back approx. 30 minutes later and said I needed to call the credit card company to authorize because the payment was denied. I then hung up and took all of her equipment to the Xfinity store in Lancaster, PA at 5:30pm on 12/14/22. The equipment was returned and the representative told me there would be a $156.92 credit to her account and the service would be cancelled. (receipt # D#U12142217351505050012)

I asked if there were any additional charges and he said NO and did not understand why I was required to pay any charges previously over the phone

In 10 minutes with this extremely helpful representative, I was able to accomplish in 10 minutes the service cancellation I spent hours on the phone over week with their phone representatives with no additional fees required.

In November 2022, The week of Thanksgiving I received a call about a survey I had filled out. They wanted to know why I gave such bad reviews. I informed them that someone I had painted arrows on my property and told my husband it was for Xfinity to lay cable throughout our neighborhood. I informed the gentleman, I want to say his name was maybe Brian, I was on the road when he called. Anyway, I told him We had no notification about this and they were not allowed to dig up my property. Fast forward to today 12/15/2022 and they in fact did dig up my property. I have been transferred to multiple people on the phone and currently have been waiting 42 min to speak to someone about this. I am not happy about any of this and would like a call from someone who knows anything about this. My name is Jennifer Augustinaitis, my address is 211 Birchfield Way, Dallas, GA my phone # is [protected] and my email is [protected]@gmail.com

12/15/22 approximately 3:00 pm. I called to ask a question about my billing. I asked to talk to a customer service rep. and had to listen to Xfinity's recorded recommendation which I didn't want to do. I wanted to resolve my billing questions. This happened 3 times, as I continued to call to speak to a representative. I never spoke to a representative. The reason for my calling is that I received a text that my bill was overdue however I never received a bill. The text stated I was overdue, and my bill was 152.79. I paid $83.66 on 12/5/22.

The last time I spoke with a representative I asked them to send me a paper bill because I never received the text messages for my monthly bills. The person I spoke with said they would take care of this. I still haven't received a paper bill and the only texts I get are if the bill is overdue. Amazing the recent bill, I never received only, when my bill is overdue. I want a paper bill sent to my home.

My girlfriend and I bought 2 new cellphones and changed our service from metro pcs (big mistake) to xfinity. Nothing but lies and lack of telling us important things. #1 we bought 2 z flip3's and 1 was black & the other gold. Nope both black even after talking and telling the sales man of xfinity several times. #2 we were told we had warranty (pay extra) on our brand new cellphones (why wouldn't you) coming to find out nope no warranty. And how we find out? One of the phone isn't working with the way it should be so we call xfinity, warranty person's tells us it's covered goto xfinity local store and they will fix or place phone. Nope told us at the store next day that we can't get it replaced because it was pass the 14 day warranty for that. Nobody told us about anything to do with 14 day anything and that's when we found out about no extra warranty we want to pay extra for. #3 we were told that after 30 days of us changing our phone service from metro pcs to xfinity we were able to do an up grade from the flip3's to the new flip4's and of coarse nope #4 we were told our cellphone bill would be $86-$89 a month nope firsts bill comes to us at $101 and that's without the extra warranty that we wanted to have that didn't. #5 we were told we would get a money monthly taken off our home phone, internet & tv cable since now we have everything xfinity now with our cell phone service nope nothing. Now lies we're told to us because of the sales man wanting our sale and the only reason we know this is because another sales man from the same xfinity company told us this. And we've talked to many different xfinity employees and basically they tell us were screwed. So how does a customer get screwed by the people who is supposed to be helping. I thought the rule of thumb was customer is right and where did real customer service go? There is no more customers service or they'll loose money. So these companies still make millions on to of millions with no straight customers service help. And if we told them because of your lack of everything that we're not happy with and we want to leave xfinity and go back to metro pcs (20yrs plus never had 1 problem with them and they always had customer service) they wouldn't give a [censored] that 2 cellphone service was dropping because you guys make so god dam much money it would ever matter. 1 of our cellphones isn't working right so customer service should just replace it no matter what no if ands or buts about it since it's only been little over 30 days brand new. What you can't afford 1 cellphone out of pocket? Takes away from more profit of millions being made. Very unhappy very disappointed very let down from something we thought would make things cheaper and better. Nope.

I have reached out to Xfinity Corporate office explaining my dispute and/or complaint about their deceptive billing practices around April 2022 but they did not respond back to me. Instead they continued to send erroneous billing statements. They are cashing my monthly interest from my dividends. They do so by sending me a billing statement for the same exact amount and threatening to act adversely by disconnecting my service while demanding payment to them. I have had internet with them for 4 years. They disconnected my cable due to extremely high balances and non-payments of my already positive dividends coupon.

Re-certified for the ACP program (program that pays internet for low income). Received number. Called Xfinity and gave them info. Month passes, still receiving text messages and emails from Xfinity saying need to re-enroll with them. Numerous phone calls, being on hold for hours, redirected to departments that dropped call.

Last Xfinity person I spoke to, after I explained everything, actually ended up giving me number to the government ACP!

It's like they don't want my business. Worst customer service I've ever dealt with.

Had a total complete loss of services for 4 days - No Phones or anything. When calling it took Comcast over 24 hrs to source the problem when it was their actions that caused the problem. There is a building being built on lot next door to us. They had requested approval for a line search to dig which was approved by comcast. However the lines to our phones/cable, etc... were in the way. It took like 4/5 days to fix the problem. During this time, we had a loss of revenue of guests checking out and canceling their stays. We estimated over $5000.00 of revenue lost due to this error. When I reached out and asked for lost revenue, I was denied reimbursement except for $200.00.

We were supposed to have our cable installed on Friday, December 9th between 8 and 10 am. Around 9:45, the phone rang but since me and my husband were in the garage waiting for the technician, we couldn't get to the phone fast enough. I immediately called the number back. No answer. It took me 4 tries to finally get the technician. He said he would be at my home in 5 minutes. After 45 minutes, I called Xfinity to find out what the problem was. I was informed that the tech said that he was at our home and no one was there. When the agent read the description of our home to me, it was wrong. I do not live on a lot with a lot of trees. I have one sidewalk and that is pavers as is the driveway. Also, he didn't mention the for sale sign on the house. I told the agent that I expected to have my service completed on that day AS PROMISED. Be aware that I had to wait a month for this date. After hanging up with one agent, I called back and spoke to another agent who again tried to find someone to come to install. He was very considerate and was empathetic to my situation. He said that the best he could do for me was to credit my account $20 as that was as much as he could.

I received a phone call from a Robert Drandom. He stated that Xfinity was offering a promotion. If I paid the December bill in full, $381.95 now. I would not receive a new bill until January of 2023. That amount would be used for 2 years.

Full name for promotion was Innovative SRC [protected] MI.

I called him back and this time said that there would be no charges for January as well as February.

I tried to call him back the next day, to find out the number was no longer in service.

I was taken in by him, so I lost that money.

Comcast is my cable provider I have had them 6 years. I set a payment up December 7th for 189.71. They continue to try to charge 233.55 on Dec 7th and again on Dec 10th. I have a email from Comcast saying they tried to debit 233.55 when I set it up for 189.71. Now I have been charged nsf so dont gave 189.71 and my services were shut off. I've been on with 3 different reps and trying to fix it. Now she's saying I reversed a payment for 52.25 so that's why they are charging me 233.55. I havnt reversed anything

On or about Dec 2 I called to get xfinity as a new provider. I picked up the box, I think Dec 4th I was told if needed help I could call and have a tech install

the unit free of charge. The worst customer service ever! I could not understand most of the agents I spoke with and they did not understand my issue, my last attempt was yesterday. After getting transfered four times I was routed back to the same automated system I started with.The cell phone came yesterday. I DONOT want the internet or new cell phone. I will not work with xfinity! I can drop off the router and phone at the store. I want my credit card credited.

Nancy Iserman

[protected]

[protected]@gmail.com

TO XFINITY / SAMSUNG:

I need to inform you that my original chat with agent was not arcuate. I followed the agents’ instructions and the people to whom it was directed to were not able to assist with the agents instruction. Reason for chat, my Samsung phone had a internal issue and was deemed no fixable. the tech informed us.

I contacted your Xfinity call center and they could not seed me to a store. The phone was not replaced as told by the AGENT STATED. THE PHONE WAS THEN SENT TO SAMSUNG AND THE TECH SAID THEY COULD NOT FIND ANYTHING WRONG. They returned it and we are unaware of what they did to it before returning it. This store has no stock store for Xfinity said the association with Xfinity Mobley are not affiliated with them as they only had a 14-day window to replace it. The store agent also said that in order to get a exact answer with this issue was to go to a corporate store and see what they would do. the store and call center no help with this issue.

I had to take this phone back to the store in Winchester VA several times when we got the phone, did not work right from start. NOW I HAVE IT BACK AND TRYING IT OUT. There are no cooperate stores within 100 miles of me back in forth from me. The policy with the stores is not good. Next, the Xfinity agent in chat said I needed to go to the store and get a new number so he could place the order with a 0 $ cost no charge during this premotion. The store in Winchester Va. said no way. they would not let me choose a phone or give me a number for the Xfinity agent.

Both the store and call center have no knowledge of these arrangements that the agent informed of. I also copy of the chat to store and again he said this does not apply and as far as he and his managers did not know either. So, I do not believe the Xfinity process should be used if they cannot complete and honor what they say. I also would like to say all fractions of Xfinity be on the same page, and if I was misinformed then I would like to be made aware of your results.

Please and thank you

James Nations

Phone number [protected]

chat

From Xfinity Assistant,

To connect you with an agent, I need you to sign in with your Xfinity ID.

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I'm a new customer

From You,

need help my phone developed internal problems and i need a phone they are telling me i t could take a month to get it or fixed. the tech at unbreak we fix deemed it non repairable

From Xfinity Assistant,

I can help you get the best experience with your Xfinity Voice service.

No Dial Tone

Voice Features

Static or Distortion

Voicemail

From You,

help with a phone

From Xfinity Assistant,

I can help you get the best experience with your Xfinity Voice service.

No Dial Tone

Voice Features

Static or Distortion

Voicemail

From You,

moble creshed

From Xfinity Assistant,

You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started.

Mobile Savings Calculator

Trade in your phone

Account and plan

Billing and payments

Devices

Add Xfinity Mobile

Bring Your Own Device

Data usage options

Deals & Promotions

Coverage and network

Learn more about Xfinity Mobile

From You,

person

From Xfinity Assistant,

OK, I can put you in touch with an agent.

Chat with an agent

From You,

Chat with an agent

Please provide us your 5 digit zip code to connect to an agent

ZIP Code

Connect

From Xfinity Assistant,

No problem. I'll put you in touch with a live agent now.

Connected to a live agent

Now chatting with Nikhil

Live Agent Chat started

From You,

hello Shweta

From Agent,

Hello, thank you for contacting Xfinity. My name is Shweta. How may I assist you today?

From Agent,

Hello

From You,

to day my moble phone took a poweder and tech said it could not be fixed . i need a phone how or if you can help, they said it could be Aa month to get it back if fixable ?

From You,

need a temp phone

From You,

hello you still there ?

From Agent,

Yes. I'm here to help you.

From Agent,

Could you please help me with your First, Last Name and complete service address with zip code?

From You,

James Nations 22630

From You,

110 Catlett Mountain Road front royal VA

From Agent,

Please confirm the last 4 digits of the primary account holder's SSN?

From You,

3532

From You,

no 7062

From You,

sorry

From Agent,

Just to confirm your account is active?

From You,

the samsung A53 softwear messed up , and i am to send it away but the time is not good what are my options here if any

From You,

yes it is active but the unit dose not function right

From Agent,

Thanks for the specifying this James , let me check that for you.

From You,

Samsung wants it before they will send out a replacement, please and thank you

From You,

can the xfinity store in Winchester VA give me one while we wait for Samsung at ups store boxed and labeled to go in the morning .

From Agent,

Thank you for sharing that background with me as it will help me to resolve your issue even more effectively. Let me quickly review the account details.

From Agent,

Please allow me couple of minutes while I look into this for you.

From You,

thank you very much the unit is under warranty and again the diagnostic tec said could not be repaired.

From Agent,

Thank you.

From You,

welcom

From Agent,

Yes.

From You,

ok what do i need to do ?

From Agent,

Please stay connected while I'm checking that for you.

From You,

ok thanks very much

From Agent,

You're welcome.

From Agent,

As I can see on your account about your phone but we have limited access so I don't see anything for the phone services but not to worry we have special dedicated team they will definitely help you with that quickly, let me connect you to with our dedicated team.

Connected to a live agent

Now chatting with Nikhil

You are now transferred and chatting with Nikhil, an Xfinity Live Agent

From Agent,

Hi, my name is Nikhil. I see you have been chatting with another team member. Let me review that information so I can pick up right where you left off.

From You,

Hello Nikhil hope you have a option please

From Agent,

As per the previous chat, I found that you want to have a device. Is that correct?

From You,

this phone made 4 trips to the Winchester store from day one of use now it is not fixable. yes , i do not know how long sumsung will take to fix or returne it this is not good , i hope you can help

From You,

im not good at typing please excruse me

From Agent,

Let me fetch your account once to check what could be done best for you.

From You,

oh thanks i have medical issues and need direct communication ,

From Agent,

To proceed further, please help me with your last 4 digits of the stored payment method.

From You,

5432

From Agent,

Thank you for sharing the information!

From You,

welcome

From Agent,

Please allow me couple of minute to fetch your account to assist you further.

From You,

as you need

From Agent,

Great!

From Agent,

It will take some time to request for the address change, I appreciate your time and patience!

From Agent,

Please ignore the previous text.

From You,

? address change ?

From You,

ok thanks

From Agent,

You are welcome!

From Agent,

As I have checked, I am unable to find any active mobile account on the service address: 110 Catlett Mt Rd, Front Royal, VA 22630

From You,

wow this is not right i been here for over 7 years

From You,

110 Catlett Mountain Road front royal VA 22630

From Agent,

Yes, I am checking at the same address but unable to find any active mobile account.

From You,

qll bills are auto draft

From Agent,

Could you please help me with the account number of your mobile account so that I can assist you in a better way?

From You,

i do not know it right off never use it please hold on a moment.

From You,

110 Catlett Mt Rd Front Royal, VA 22630 Account number: [protected] Xfinity Mobile Account Number: [protected]

From Agent,

Perfect!

From Agent,

Let me check once.

From Agent,

Please confirm the name on account once as I am unable to find it with name James.

From You,

penny houston

From Agent,

Alright!

From You,

forgot

From Agent,

No worries!

From Agent,

James, as I have checked, the above shared detail is incorrect, please check for the last 4 digit of the stored payment method under Xfinity App, billing section and help me with the correct details.

From You,

try 2612 had to change cards precaution

From Agent,

Sure.

From Agent,

Upon checking, these digits are also showing incorrect.

From You,

""MasterCard •••• 5482 s this going to place a cost to me if so, we may have to cancel this chat

From Agent,

Let me check once.

From You,

thanks it is hard being disabled , not much respect especally i did not choose this you know

From Agent,

I have successfully fetched your account and I found that you have been associated with Xfinity family from past 2 years, we really appreciate your long term association and business with us. Looking forward for many more years.

From You,

is there anything we can do for a phone now

From Agent,

I can help you with another device for $0 if you could help me with a number that could be brought to Xfinity.

From You,

a phone number ?

From Agent,

Yes, that is correct.

From You,

[protected] dammaged phone hold on while i loo may take a moment

From Agent,

Sure, please take your time.

From You,

Image result for x finity store in winchester va All images Map Xfinity Store by Comcast Branded Partner service provider2504 S. Pleasant Valley Road, Winchester, VA 22601 · ~17.2 mi [protected] Closes in 6 mins

From Agent,

Please confirm the number once so that I can proceed further to help you with a device.

From You,

the current damaged phone number is [protected] store number [protected] this what you needed

From Agent,

A phone number that could be ported to Xfinity is required to provide you with a new device for $0.

From You,

ok i am not sure the only number is the i know is [protected]

From Agent,

As this number is already associated to your line with Xfinity so could not be used to get the device.

From You,

oh so i need to change number which i do not have the store will issue that like the usally do

From Agent,

Please be informed that as per the promotions, you need to bring a number to Xfinity to get the device for $0

From You,

i am at a loss as i have no way of getting the number you requested . i just do not know how

From Agent,

You can try to get it from the service providers which provide you with the instant numbers and I will place the order for you further.

From You,

the service provider is closed now how do i get back intouch with you with this chat to get this information to you for prmotion. will there be any additional cost to the bill please thanks

From Agent,

I would like to inform you that it is not guaranteed that you will be connected to me with this chat. You just need to pay the taxes and the device will be delivered to you for $0.

From You,

ok i save the chat and submit this to them when i aquire the number , what will the taxes be you think

From Agent,

It depends on the service address and could be get while placing the order.

From You,

ok i will try this and see thank you james thanks have a great evening bless you

From Agent,

What sets us apart from other carriers is our willingness to assist our customers,

From You,

this is true i hope this transcript will work and i will try

From Agent,

Sure.

From You,

good night from here

From Agent,

Before we wrap up, is there anything

Several weeks ago I contacted Xfinity regarding sub par internet speed. I am paying for 800mbs while i have been getting at most 350mbs but many times it is as low as 35mbs. A technician came to my home and claimed the issue was i had a loose connection to the modem. I pointed out I had never touched the modem and he admitted many technicians are lazy and only hand tighten them on install. I then ran a quick speed test and was still getting 350mb. When i questioned him why, he claimed my "homemade computer" was not capable of higher speeds even though it has a 2.5gb lan.

A couple of days later my internet speed was back to fluctuating from 35mbs to 350mbs. Around that same time, i get my bill and they charged me $100 for the service call. I called to explain that it was their fault the cable was not tight, and the cable was not the problem anyway so they should not charge me. The person i spoke to claimed she could only give me back $50 (which i have not seen yet) so i told them to cancel my service effective 12/15/22.

A couple of days go by and i get an email from them saying please call we want to keep your business, so i called. They still would not agree to give me back my 100 dollars but said they would send me a self install kit for a new modem which i have installed. Speed problem is solved!

I am a 79 year old Veteran on Social Security and have been a Comcast Customer for Almost 12 years. In January of 2022 I was accepted To ACP and receive a $30 monthly benefit Accordingly. In June I moved to a new home in the same Area Code and transferred my Comcast connection to my new place. I was informed by Comcast that I needed to reapply for ACP to accommodate my new address and continue receiving my benefits. I was re accepted by ACP and then reapplied for the Benefit through Comcast. I Received the Confirmation of receiving the Request for the Benefits and waited for a response from Comcast Which did not come. I called them and they said I should resubmit my request to them and try again even though I still was approved for ACP and Supplied them with the Application ID Accordingly. These IDs are only good for 3 months and need to be reapplied for when the 3 months are up. I had to reapply for ACP in October and was again Approved with a new ID and the Resubmitted to Comcast. To this date I have reapplied to comcast several times and have called their ACP center many times for assistance in getting back my ACP allowance. Many Excuses and still no satisfaction to this day, I found out today that they have been receiving an error "Duplicate Subscriber" over and over again but never reported that to me until today. They told me that I had to contact the Government teams associated with ACP and fix the problem. Unfortunately, those teams only could identify that the error was because Comcast had already received a subscriber Id (which is Mine) but they apparently resubmitted and began getting the error. So, I am in a position of continuing not to receive my benefit and am getting a Finger Pointing contest from Comcast and the problem is not resolved. I was given my subscriber ID by the Government ACP Group and Shared it with Comcast. and after holding on my telephone for over an hour was told that they can't solve the problem and I should recall The Government ACP to find out if someone else is using my new address or there had been someone else at this address who was on ACP before me. I I am Very Comfortable that the government agencies have all of the correct information and yet Comcast is not willing to Find and fix the problem.

xfinity is charging me for 293.48 for a months billing when my last months balance was 193 $ and they wanted to go to 229 a month.

when I told them that was too much, i reduced my services to their very basic package and their slowest internet which was supposed to cost me 107.61 a month. They proceed to charge me 135.02 for the month.

I had no choice to leave xfinity, at mid month, and they charge me excessive fees to leave, Stating that i owe them money