Comcast / Xfinity
reviews and complaints

I received a prepaid card from xfinity stating that it was a reward for switching to xfinity (I did switch my internet). It turns out that this mailing is very misleading. It states that you should read the terms by going to www.mycardintel.com/xfinity. One issue is that you need to activate the card to even see the terms. After checking on the web, I did find out that this is a scam where to receive the offer, one must switch phones to xfinity. This is a blatant attempt to mislead the public and borders on fraud. The mailing came from 10615 Professional Circle Ste. 102, Reno NV 89521 but the www.mycardintel.com/xfinity redirects to a website that identifies itself as Xfinity - https://onlineaccess.svmpayments.com/#/xfinity

I have been a comcast customer since 1984 and I usually get satisfaction when a problem arises, but now I cannot get any satisfaction. The company has advertised the new supersonic modem and how great it is, but it cannot be ordered. I tried four times to order this modem and each time the agent I spoke with assured me that there was a 100% chance I would receive it. Each time I was sent the Xv7 modem, which I already am using. I have been told by some agents that the modem is not available in all markets yet. When ordered the warehouse sends the XV7 modem.

This is what is causing me to lose faith in the company and not recommend comcast to any of my friends or relatives. If a customer orders a XV8 modem and it is not available they should be given the choice of whether to cancel the order or take the xV7. I think it is wrong to substitute the older model for the XV8 unless the customer wants it. I think that advertising the product before it is available is just wrong. I now have to make a trip to the local Xfinity store to return these modems.

What I am asking for is to have an XV8 modem located somewhere in the country and let it be ordered for me. It is hard to put into words the aggravation I have had to endure calling and speaking with agents who don’t seem to understand how to get me the modem. I have had agents send a note along with my order not to send an XV7, if the XV8 is not available. This goes unnoticed.

I am trying to keep my displeasure with this situation down in writing this letter and I do expect to get a response from someone who can solve this problem for me. This information was sent by email to Comcast's customer support. As of now, I have not heard back from them. All of my personal and contact information was included in the email.

Ok let me start by saying we have a main house and a guest house. Everything working just fine. On Sat 4-23-22. Comcast shows up no phone call or nothing changed lines from pole and put new box on side main house. Then main house cable and internet stopped working. Called Monday morning could not get here till Friday 4-29-22. This is my 85 year old mother no Tv or internet for a week. Man shows up. ended up putting amplifier on everything worked fine for about a hour. TVs freezing slow or no internet in main house or guest house called got supervisor on phone after 30 mins they sent someone out . I had to be at work had my sister here. He fixed the main house and said he could not do anything with guest house. Had to argue with him, me on phone that its all 1 power 1 water and 1 cable has been like that always. We pay for 2 modems and 11 cable boxes. What does he do? Run a big thick orange cable across top and middle of the yard from main house to guest house. As much as I pay a month. Everything was working just fine till the first man showed up.. Now everything is wrong your people says its my fault my bad wiring, bad splitters. it wasn't bad

until the first person showed up.So you look at it,, over $400 a month for over 14 years you would think I could get decent service. I am a subcontractor myself and if I would treat my customers like this or leave a job with wire laying on the ground I would not have a job. as of now i have to go outside to send this email because internet not working. I have a business to run I cant do my accounting or my work. I know they run cable in skyscrapers but they cant fix a house and guest 100 ft apart as of today tvs freeze internet goes off and on. and cant get wifi 20 ft from modem. PC takes longer than 2mins toload a page.

I canceled my account, returned the modem and now I am being charged $70.92. I want my money back.

T. Danelle Wolfe

old address:4910Beneva Road Sarasota FL 34233

I made the royal mistake of NOT writing the date, time, call #. I had been repeatedly calling in with internet connection issues until I finally accepted that I needed an upgrade to a faster speed and I had to have a tech come out and repair issues now until , the new installation. I specifically said, "please do not have a tech come out here and tell me something that you all can tell me over the phone and charge me $100 for it." The rep said something to the effects of they have tried everything and it shows on their end that I am having problems and "a tech needs to come out", so more than likely I wont be billed,(being I had checked all of the cords and connections, this sounded plausible). The tech comes out and simply tells me that I have two internet channels and to make sure that the computer or devices that I am trying to use are on the same channels and showed me how...problem solved. Therefore, I cancelled the faster speed installation and contract via Comcast's automated system. After that call, a human called to confirm the cancellation, and I explained why as the problem had been corrected and I actually did not need a faster speed, and being that the rep that sold me into the faster speed contract informed me that I had 30 days to cancel, i assumed all was well. However, Comcast deducted almost twice as much as my monthly bill charging me for the tech coming out at $119.95 and an additional $70 for monthly bill because THEY decided I was staying in this new contract, and a $28 fee for the same services somehow. When I call in to inquire about it, I am told that I did not cancel because I can NOT cancel a contract. I was told there was no record of me cancelling. So, I am stuck in a contract or I pay to get out of the contract. Misrepresentation at its finest.

april 29 ,2022 on the telephone over two hours trying to get a live agent been having issues monthly will auto pay poor service addition of un scucribed accounts

Comcast changed my billing period as part of participating in the EBB program (financial assistance re internet service). I was transferring service from a first provider — easy set-up, free phone service, 24 hr set-up. With Comcast, it took weeks, and hours on the phone. Every bill I receive now gets misdirected to a defunct address I had ten years ago. I get billed for late fees, fraudulent bills, constantly — after a hundred hours on the phone to Comcast, this will never be fixed. I sent a first complaint to BBB and received hostile calls from Comcast reps. Customer service told me I had better do as I was told (i.e. stop making complaints). My service was shut down (all bills were current) and magically restored the moment the Comcast tech drove up. He checked the line in, my set-up, and all was good. Comcast said it was a three day neighborhood shut-down. I live in a rural area, with four neighbors. Only my service was affected. The rep told me that I, and my bank, were responsible for the missing payments. I'm disabled. I use a bank with bill paying services. The bank reviewed the accusation with the Comcast rep and explained what they were doing wrong (Comcast was directing the bill to the defunct address — not used in ten years). I guess I finally reached the nuclear option. I tried to set up a Chromebook (I have Comcast for internet, my own router and modem) and it loaded something that took over my network of 5 devices, plus my Google tv, activating 6-factor authentication. It was down 7 days. After trying to hire an IT guy to repair, then another, my network can't be restored. I rebuilt it with all Apple devices. It now works, somewhat, most of the time. Because I'm disabled, Comcast sent me a bill blown up so it's unreadable. Amusing. This is Comcast as it is now, apparently immune to oversight.

My problem started about five years ago with Comcast harassment breaking into my home. Comcast has been harassing me and Recents calling I’ve asked him to stop calling I am on the don’t call registry list. I am also on a list to not receive Mail from comcast. Then Comcast start sending mail to my address with my business partners name or to my company after being asked to not send anything to my address. My home has been flagged for Comcast not to hang out in front of my house after numerous times communicating that I do not want Comcast coming to my house. I continue to ask Comcast to stop calling and they continue to call looking for other people they do not live here. Comcast also is monitoring and hacking my services and I’m not a customer of comcast

We have been getting error codes on our TVs all week at various times of the day. We have rebooted the cable box and unplugged everything numerous times. Finally went to our local Xfiniti store yesterday and a very helpful employee scheduled a tech visit for us to look into the problem A few hours after that, we got a call from Comcast to say a tech had identified an issue and fixed it, so we could cancel the in-home visit. Well, less than an hour after that the TVs all had error codes again. I called Comcast and told the agent I needed to reschedule the tech visit - she wanted me to go through the troubleshooting tips, obviously didn't even listen when I told her what I needed.

I have not had the service for 30 day's yet I have spoke to many 7 to 10 representative's that will included the person I spoke with today I have been hung up on several times transfer , transfer and transfer to different department's no one has help me so far. I request a supervisor still have not been able to speak with one the call's hangs up I also was sign up for this I never request autopay was put on my account I never sign up for , was also sign up for cable which I don't even have a box . I don't know what is going on so I needed to file this complaint.

Legit Company systematic Fraud

I have been a customer for two years with Xfinity mobile provider. I had two lines for a long time. I was trying to add third line after two years. They said I had four lines and has been charging my card for 8 months for 4 lines. I was paying two lines $90.00 plus $15 for phone coverage and tax. They had been charging twice of the agreement plan. I had been calling several times to resolve the issue. Xfinity customer service is outside the United State. Every time you call, you will get warm reception and hoping you will get the issue resolved. However, once you hang up the phone, you call next day, you will give your word as if a police is taking your word, just like new issue. I got a phone from the company but returned the phone in person going to the store the next day. They charged my account for not returning the phone and still charging for four line. I am trying to resolve the issue with them but they will not do anything just playing with you. This company is not trust worthy and I am recommending people to check their bill if possible not to leave the card information.

Chat Sample

How can I help with your bill?

Issue or dispute

I'm sorry there was an issue with your bill. Let me know how I can help.

Something else

I'm sorry that didn't help. Do you want to chat with an agent?

Yes

Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [protected].

Which works best for you?

Connect with a chat agent

OK. I'll put you in touch with a live agent now.

Connected to a live agent

Now chatting with Gurpreet

You are now chatting with Aanchal, an Xfinity Live Agent

Hello, thank you for contacting Xfinity, My is Aanchal. May I have your full name to confirm the account.

Bruck Woldeselassie

Thank you so much Bruck for sharing your name with me. I appreciate it. I will be happy to assist you, please help me with your query.

disputing 10 months bill

starting June 17 upto now

Thank you for sharing your query regarding bill, please elaborate your query so that I can help you efficiently.

I have only two lines for 79.9 monthly charge + 45 for a phone charge which is paid off a month ago + 12.49 for insurance

Yes please, got you with this, may I know the issue you are getting with these charges.

They are saying I have 5 lines. I have only two lines, I had one line for two months only but assuming closed but the person instedof closing he suuspend it

just only one line

I have only two lines

Sure let me check it for you.

I appreciate you providing this information.

Please allow me 2-3 minutes to check your account information for you

Sure

Please help me with the Last 4 digits of card on file

3494

Thank you for the information.

Thank you for waiting.

okay

I have check your account details thoroughly, I can see currently there are 4 lines are activated on your account.

1. (857) 333-5286Active

Samsung, Galaxy Note10ssPlus

2. (617) 602-5636Active

Apple, iPhone 8 Plus

64GB, Space Gray

3. (857) 360-0408Active

Samsung, Galaxy A03s

32GB, Black

4. (617) 939-1437Active

Samsung, Galaxy A13 5G 5G badge

64GB, Black

One line was given to me and returned the next day.

the other line is activated two day ago

march 26 is given to me and returned it on march 27

of this year

Got you, with this. Let me connect you with our xfinity mobile team, who can help you with the details of these lines and details regarding the charges. Shall I connect you with this?

Sure

Yes please.

Connected to a live agent

Now chatting with Gurpreet

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

Hello, thank you for contacting Xfinity Support. My name is Ronit.

Hello Bruck, how are you doing today?

not good

I am sorry to know that, no worries let me quickly review your chat

okay

Please allow me a couple of minutes for that

sure

Thank you.

Thanks for waiting.

okay

I see that you have dispute of billing of 5 lines as you have only 2 lines however you were charged for 5 lines right?

right. I had one time I added a line for just only two months and came to the store to close it. instead the line was suspended.

I did not know until last week the line was active because I knew that I told hime to cancel the line..

are you there?

Yes

Thank you for the confirmation, no worries let me quickly look into this for you

Please allow me a couple of minutes for that while I am looking into this for you.

okay

Thank you.

Just checking in. Did you have any questions?

okay

alright

Please help me with the last 4 digits of stored payment method

3494

thank you for the information

I am checking your account now

okay

alright

I appreciate your patience

May I know what month bill are you referring to?

July 17 charge to recent charge

Thank you

It's not showing any charges in July as the recent charges are showing for March month

Auto Payment $204.60 caret icon CheckmarkFEB 17, 2022Auto Payment $204.48 caret icon CheckmarkJAN 17, 2022Auto Payment $301.23 caret icon CheckmarkDEC 18, 2021Auto Payment $257.82 caret icon CheckmarkNOV 17, 2021Auto Payment $279.12 caret icon CheckmarkOCT 18, 2021Auto Payment $250.87 caret icon CheckmarkSEP 17, 2021Auto Payment $263.36 caret icon CheckmarkSEP 14, 2021One-Time Payment $238.38 caret icon CheckmarkJUL 18, 2021Auto Payment $251.07 caret icon CheckmarkJUN 17, 2021Auto Payment $198.84 caret icon Checkmark

let me review this

okay

Thank you.

$204.60 is for March

That's helpful. I appreciate the additional detail.

okay

I am checking into this, kindly bear with me

Sure

alright

It's showing that the charges in July month were for 4 lines and you mentioned that you have only 2 lines as the remaining lines should have been cancelled instead of suspended right?

no 4 lines, no 3 lines either. I have only 2 lines for a long time and I added a line just only two oths and canceled that line. Basically I have only two lines only

and should be charged only for two lines if they need to charge for the two month charge for the other line, that is legit until I have notified the agent to cancel the line

Noted that, no worries I am investigating into this for you

okay, I will wait 24 until resolved

24?

Yes, that much serious

Be assured, I will try to get it resolved at the end of this chat

Kindly bear with me

okay

Thank you.

So here's the plan, I need to discuss it with our advanced team and they will look into this for you

That is what they said last week. I do not have time and my patient is running out to call and talk ever two days.

I have been told that they would email me after 5 business days.

Be assured, this time it is not going to happen as I am discussing it with them over the chat and update you the same

Okay, I need someone to call me or email me tomorrow for refund update.

Please send me ticket NO

for this chat conversation

I am waiting for them to be connected first as I am yet to discuss it with them, just to set clear expectations it will take few minutes as I need to explain the issue to them and then they will look into this

If you want I can surely share reference number for this conversation however I am yet to discuss this with our advanced team

okay I could wait

Thank you.

Okay, I am waiting.

Thank you.

hello

yes

I am filling out the template now so they will check that to look into this

okay

As I mentioned it will take few minutes so I would appreciate if you could bear with me

okay

Thank you.

They are looking into this now

okay, as I said, I could wait until tomorrow chatting until resolved.

Got it

Just checking in. Did you have any questions?

Kindly ignore this message

No, I am just frustrated with the customer service handling this issue for over a week.

they are looking into this

okay

Thank you.

I appreciate your patience

okay

Thank you.

Just checking in. Did you have any questions?

Kindly ignore this message

Just checking in. Did you have any questions?

Thanks for waiting.

They checked and found that there's already the credit of $249 applied in your bill, although it is more than it should be however your account is already credited with $249 for extra charges

Is there anything else I can assist you with today?

I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.

I would look into it why that amount is credited

I am expecting around $900 credit total

But you mentioned that you were charged for 2 extra lines and your account is already credited with more amount than that

I see you had 4 lines in that billing cycle and you mentioned you should have 2 lines only so the amount is already credited

No, I said you could charge me for the two months for which I added a third line, probably another $40.

Our advanced team checked your bill and the eligible amount was already credited in your bill, even more than the eligible amount

I already knew that there are $720 is over charged for 8 months.

Sorry, the chat agent has been disconnected. Please wait while we try to reconnect you.

I will dispute it with my bank and also will look for any alternatives to make sure I got all my money back.

The chat ended by agent without resolving the issue while I am typing.

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

Thank you for contacting Xfinity Mobile Support. My name is Gurpreet. Please allow me a minute to go through the previous chat.

Just to confirm, you are concern about credit, right?

I don't have time just for chatting conversation only. I want my money back.

Thank you for confirmation.

You’ve reached the right person and it’d be my pleasure to help you with this.

In order to access your account, can I get your full name and the last four digits of your card on file?

No, sorry. I have enough already. I think I need to use other options. I will have you email me or call me tomorrow before 12 PM if you have real solutions.

bye for now.

End Agent Chat

December, 28 or 31st of 2021 and March 28 or 24 and Reoccurring Issues since 2021.

1st Issue: In December, 2021, I returned unused equipment, sent to my home from Xfinity without my consent, that I had been billed for months, but my account was never credited back for the amount billed.

Then on March, 2022, I once again returned unused equipment, sent to my home from Xfinity without my consent, that I had been billed for months, but my account has never been credited back for that amount billed either. I have called several times about the issue and was told that they owe me a credit estimated at about $350. I was also told that a ticket was created and that the amounts would be credited back on my next bill, again hasn't happen yet and the 1st box was returned back in December, 2022.

2nd Issue: I continue to receive reoccurring charges on my bill each month for the same rentals and purchases. I have explained several times to representatives that my current equipment won't allow me to rent or purchase any shows or movies. Their technical support staff on numerous occasions have tried to assist me with renting or purchasing and have been unsuccessful in solving the issue. Not to mention prior to making any purchase or rentals, my account requires a pin before any transactions can be made and I am suppose to get notification when a rental or purchase has been made on my account, but never happened but reoccurring charges continue to be accessed to my bill monthly. I have been told by several representatives and account specialist that they are looking into the matter to resolve the issue and would contact me back, but no one has called to date, nor has the issue been resolved. I have contacted Comcast almost every month since January, 2022. which in itself is a task to speak with someone in accounting or any other department for that matter. I HAVE HAD ENOUGH! COMCAST SEEM TO BE THE WORST BUSINESS EVER!

I ran an instance of Shields Up (https://www.grc.com/shieldsup) and here is what I found. The comcast/xfinity ISP is running in nearly 100% stealth mode. The only opening for data that is not stealthed is the "ping." This means this ISP is overprotecting its users, and the effect is an internet connection that stops every fifteen minutes for fifteen minutes.

A call to their tech department yields a surly, non-response. The tech accuses the user of having a bad modem, router, too many devices connected and other user-related faults. No fault by the ISP is even mentioned. Nothing is done more than sending a "ping" to the user's modem for a response which the device gives.

This is a very poor ISP with a very unstable connection. Remote learning is not possible as is remote medicine. Usage is sporadic, intermittent and fraught with stoppages.

On 4/5/22 I was informed I could get my bill lowered with an upgrade in services. (I thought because I’m a loyal customer). My current bill was 178.90 which included 13.99 for Netflix. My bill now is 189.18 with Netflix. I have pictures of yesterdays chat session which states my Netflix is included in the lower price of 175.19. I agreed to this, and now I’m looking and it does not include Netflix and my bill is 10.28 more..THIS IS UNACCEPTABLE. I’ve been a loyal customer for 20+ years and the treatment and trickery is b

Very disturbing ! I am a VERY unsatisfied customer.

I only want the package I had less than 24 hours ago because I am NOT paying the extra 10.28 a month. The service disruptions I’ve had over the past year have been unacceptable ( you will see the multiple credits on my bill)and I’m still having issues. I will not pay more for this kind of service

I order two iphone 13 pro max on 3/18/22 an on 3/21/22 I only received one iphone. They are telling me I need to file a police report for a phone I never recieved, when they admitted that the phone was not in the box when it shipped. They will not refund me my money. I order another phone because the lady "annie" said I would recieve a refund and never did to be told that it takes 6weeks to go over the case.. When I first called to report the missing the phone they said someone would be with me within 24-72 hours. Now they are making me pay for 3 lines and tell me I would receive a refund when the case is over. How does any of this make sense? Im ready to get a lawyer, not they are stealing money

I changed my provider on 3/30/22 cn't get xfinity to switch my service.

Can't grt through the automated system. I shout it just repeats and repeats. Sends to the wrong place.

I was a told a 40 min hold deplorable.

On hat can

T get an agent. This why I went to another provider.

Xfinity mobil does not let you talk to an agent.

For months I could not get through the automated system, if I did agent disconnected me. Chat goes in circles same questions

My name is Danielle Cox, I was consumer for Xfinty and Every monthy I paid online for my own.

Last March 17th I paid 207.60. But they took 213.77 on March 21th Then back 213.77 to my account because it is not enough at my account.Then They took 213.77 again on March 28th. I already paid it last March 17th. I dont know why did they charge 213.77 for? I called them but they keep put me Robo Chat, Robo talk and didnt not solve problem then I looked at phone number finally called Bill Dept and they looked at my account and realized that they make mistake to take money out. so asked them to refund back and pay me NSF. The money suppose to go other bills. They said cant refund that Bill Dept area so they have to ticket it to other dept. They gave me the ticket. so I was waiting for that and got email that they cant refund it to me. Next month that I will not pay due because double money. But need refund and NSF. I called same phone number and gave my ticket number and they cant find my ticket. I am furious about this. They should refund it to me so They already got my paid last March 17th. Danielle

couldnt use my computer which as a nurse i use for work also and home The middle of day Sunday they computer asked me for my ID When i put the information in it was not taking it Called to Comcast got automated times 4 and no one helped as i finally spoke to a person after trying 5 rimes They were unable to reset my password and then they told me to call back tomorrow and see what they could do than they hung up !