Comcast / Xfinity
reviews and complaints

Dear Xfinity,

Account#: [protected]

I am writing to complain about various occurrences from 28Oct2021 - upto to date 22Nov which have went from bad to worst.
(Please be so kind to verify the blow complaint with the various calls & notes documented in Xfinity system.)

28Oct - after 5pm
I attempted to change channels on my bedroom tv (2nd box) but, was unable to. The remote only changed the volume; no other buttons worked). I then replaced batteries twice & still remote failed to work. I hit reset on box and still remote failed to change station. At which time, I called Xfinity & a hard reset was done. After the hard reset, neither bedroom nor downstairs living room tv's worked for the rest of the night.
29Oct - between 9-10am
Called 2nd time to resolve issue and was yet unable to get resolve after taking away 30-40mins of my work morning due to me being on phone with Xfinity rep. The rep noticed that my bedroom tv box was showing removed back in Feb 2021 and stated he could not understand how I had service on this box for so long. He instructed me, that because the box had been removed I would have to take the box into a store (reminded the closes store on Camp Creek) they would need to scan the box to place it back onto my account.
29Oct 3rd time
I then called back to inquire if my box could be manually scanned/reapplied back to ny account. After 15-20mins on the call, the rep advised that hun & another rep will manually reapply the box and it may take several minutes.
30Oct - 9Nov I was gone out the country
11Nov - after 6pm
I called a 4th time, issue still not fixed..error message
There seems to be an issue.
12Nov - between 1:30-2:30pm I left working from home & used my lunchtime to take the box in to be rescan. Upon my account being pulled up, I was again told that this box had been removed in Feb and apparently just deactivated/dropped off account.
Xfinity rep advised that they did not have a wireless box & would have to order one. I advised them that online rep advised me that if I brought this box in that myopic would rescan it. The lady Xfinity rep, alerted me that they no longer carrier them in store so, an order would need to be place & it would deliver to my home and that she do t understand why they would tell me that. She said the same thing I am doing, they could of simply placed an order for a new box for you.
She then took the old box & issued me a coaxial cord box which she bagged up and gave me the bagged up new box. I asked would I need to call in to set up coaxed box, she told me I could easily connect at home by myself.
- between 3-4pm I come gone connected & error message was:
- "Sorry, there seems to be some trouble RDK-03036

12Nov - 6:45pm Received UPS email box will be delivered 11/16

- after 7-8pm I called for a 4th time in hopes to confirm I had coaxed cord box connected properly so, I was asked how & what plugs were plugged were so, we walked through the connection and plugs were connected properly. I asked if the new box showed already connected or if it takes time…I was advised by rep…"Yes, box is connected & still there was "no signal being detected" so, she did a hard reset again on box boxes having me to go up & downstairs to give S/N's for both boxes but, per Xfinity rep still can't pick up a Signal. I was asked if I would like a technician sent out? I asked if she could check if my account has repair services & was then told "No, that if a technician was sent out it could cost $100. I asked why would I have to cover a technician fee when none of this is a issue I created. She advised that, to let the tech know the issue before he comes out to & the technician would confirm if the fee is due to an Xfinity issue or if I would have to pay the $100 service call fee.
- I then advised her since a wireless box was coming to do not send a technician & I would just wait till I received the wireless box & just connect that box to see if that resolved the issue.
- Sat. 13Nov Received email that Xfinity box will be delivered Tuesday. 16Nov
- Sun. 14Nov Received email that Xfinity box had been rescheduled to deliver on 20Nov so, I called to advise of the new delivery date
- After Xfinity rep review my acct she advised that I only have 1 box on my account. I told her yes, this is why the problem occurred I have been using 2boxes for the last several years and she said only 1 box is on there today though. I said wait, so the new coaxed cord box I picked up on Friday is still NOT showing added to my account? I then advised her of my last call and that I distinctly, asked the Xf rep if the new box was added & she said yes the new box was…AND NOW YIUR TELLING ME TODAY THE NEW BOX STILL IS NOT ADDED. She said that is correct mame. She said if I had the S/N she could add it now. I advised her that I still remembered, the last four digits and provide her w/the S/N however, after wasting another 30 or so, minutes on the phone…she advised that she still was having difficulty getting a signal. At which time, she recommended since UPS delivery date has been pushed out & she can't get a signal that it's maybe better fir her to cancel the order & put in an order for a technician to come out to look further into why no signal is being detected. Techno was booked to come out 15Nov @3-5pm
- 9pm Got home to find AGAIN THAT BOTH TV's WERE NOT WORKING AGAIN!
- Mon 15Nov Received an email that order delivered

- Technician called I explain the long drawn out issue to him & he arrived less than 20mins later
- He examined the issues & advised be of the following: 1. The downstairs old box has now also been removed from account. Resolution: He had to reinstall this the old downstairs box back into the account. TV promptly started activating to on. 2. The upstairs bedroom coaxed cord box was disconnected & replaced with the new wireless box that delivered earlier in the day. It took him a lot longer to figure out the issue. First he mentioned because, there's still no signal…maybe my tv has an issue. I advised him how would my tv have an issue when I've had no choice but, to stream & watch Amazon & Netflix movies the last 2nights. He advised that he should be getting a signal & that he's used GEEK SQUAD to repair issues in the past. He told me to give them a call and they will set up an appt, come out & should be able to fix the tv. RESOLUTION: He then rearranged the plugs, switching the plugs & finally there was some progress. He & I both got excited when the screen finally popped up to pair remote. Remote was paired & tv was activated and working fine before technician left.
22Nov Received my Xfinity e-Bill with an increase in my bill so, I texted the technician to advise him that my I was charged for the service call.
The technician immediately called me to ask what can he help me with. I asked him did he receive my picture text and he said no he was driving. I alerted him that I was billed the service fee & he said he would send an email to him his manger, explain the situation & have him follow up with me.

Problem number 1: I originally had 3 box so, I'm trying to figure out how I went from removing 1 box years ago (when my son moved out) to out of the blue…a 2nd box being removed in Feb 2021?
Problem number 2: If Xfinity captured I was not being billed for my 2nd box…why not just email/call me to advise me that this was audited & the next month, my billed would be increased by $7.50 for the 2nd box or I need to return the box otherwise, the 2nd box would be discounted.
Problem number 4: The timing fir this matter is extremely off & occured at bad time for me because, I had to travel for 11days and this inconvenienced me because, my sister arrived the day before we traveled
Problem number 5: Why did it take so long to resolve such a simple issue?
This is extremely disappointing service as if this is the type of serviced I am paying for…I would disagree in referring Xfinity offering this type of incorrect & drawn out horrible service.
Problem number 6: Why am I being billed a $100 service fee for issues I did not create?
Furthermore, how am I going to be compensated for 1. all the phones calls I have made 2. The gas & time I wasted driving to Xfinity store 3. These horribly I knowledgeable disappointing outsourced service being provide by Xfinity reps

EXPECTED RESOLUTION: THE BILL DUE 11DEC SHOULD BE CREDITED TO MY ACCOUNT.

Awaiting your response to avoid this being shared with BBB, Google & Yelp.

Thank you,
Tahnita Clayton
Tahnita.[protected]@gmail.com
[protected]

I am complaining about Joy Reid's racist rant against white people the week of 11/15/2021. It is quite unbelievable that Joy Reid is still working for your company. Comcast/NBC Universal/NBC/MSNBC must condone this type of hate speech. Will boycott your stations and companies, but know your tentacles reach far and wide. Will ask friends and family to do the same.

I switched from T-Mobile to Xfinity Mobile service in September, 2019. I was promised a specific rate for the new cell phone service as well as two promotional discounts I would receive for ADDING cellular service to my existing Comcast/Xfinity tv, internet, and home phone services that I have had for 3+ years. I was told I would get a $10/month discount for 2 years, for adding cellular service to my existing package. I was also told I would also see a $10/month discount once the cell service was set up on auto-pay. I have not received either of these discounts and after calling Xfinity today I was told I was not eligible for these discounts and they were "not on my agreement."
When I signed up for this cell service, I spoke to 3 different sales people and EVERY ONE OF THEM said I would get these two $10/month discounts. I even CONFIRMED it with a salesman at the local Xfinity store when I went in and had them transfer my data from my old phone to my new phone; he told me it "wasn't on the bill yet" but he did see it on the computer so it would probably just take another billing cycle before the discounts showed up.

Richard T Howell
[protected]@comcast.net
Monday 15, 2021

Comcast/Xfinity
One Comcast Center
Philadelphia, PA [protected] USA

To whom it may concern:

I will try to make this as short as possible as not to bore you with this complaint.

I transferred my Apple iPhone 10x from Verizon to your service in July at my Jenson Beach store. I then wanted to purchase an apple watch, series 6 with cellular service from the Xfinity store, since they had none in stock, they recommended I purchase it from Best Buy and have them pair it with my Xfinity account. Which I did and had it paired. I followed instruction from your customer representative.

They both worked correctly I thought, until I left my phone home and missed an important call that did not forward to my watch as your representative stated it will.

On Monday 11/08/2021, I returned to my Xfinity store and was told by your representative that my watch (cellular services) from Best Buy would not work with Xfinity services since it was not purchased at Xfinity. I told her that doesn't sound correct since Xfinity wants you to bring your Apple phone and watch from another service to Xfinity service. You representative checked and found the settings were correct and suggested I go to Best Buy to have them check the watch.

I went home and connected Apple Customer Service. Their representative checked all settings and found them to be correct as your representative did. Apple then sent me a new watch since it appeared it might be defective.

On Wednesday 11/10/2021 I received a new Watch from Apple. Upon setting the new watch up, I inadvertently added a second watch to my account. After set up the watch it worked correctly on your service.

On Friday 11/12/2021 at 2:30pm, I went to my Xfinity store to have them remove the second watch from my account. Your representative Scott advised me I had to contact Xfinity mobile at [protected] which I did after I left the store. I spent 45 minutes on the call and your representative deactivated the extra watch, I was very happy with the assistance she provided to me.

NOW FOR THE COMPLAINT:

When I spoke with Scott and explained that I needed to remove the extra watch from my account and explained the circumstances leading up to it. He stated that my watch will not work with cellular service since it was not purchased at Xfinity. The only way it will work is if it is purchased at their store. He further stated that there is a sim card inside the phone that is not removable and is programed only to accept an apple watch purchased at Xfinity via Bluetooth. I advised him the new watch is working with Xfinity cellular service. I also stated i have turned off the phone several times at home and it goes to my watch as it should. He said it should not work, but did not want me to show him it did. I told him that I understand what he is saying but it makes no sense. His reply "that's the way it is" and there is nothing further he can do. That I needed to call mobile to get the second watch disconnected. He did state that if I left the phone at home and the watch was purchased at Xfinity, the call on the phone is transferred via Bluetooth to the watch. I asked if the phone is turned off, how is the Bluetooth transferring the call? He just stated, "that's the way it works".

Scott was very condescending to me and appeared he knew what he was saying was wrong but just wanted me to leave, which I did and contacted Comcast Mobile.

I believe your representatives need more training and advised if they don't know an answer to a customer's question, they should ask their supervisor and not just make an answer up. MAYBE BETTER TRAINING IS NEEDED.

My request is that any charge for my apple watch service on my account be removed and start charging me as of 11/10/2021, the first verifiable day my watch was available on Cellular service.

Hopefully I will receive a reply from your customer service.

Thank you in advance for your assistance

Richard T Howell
[protected]@comcast.net

My bill went from a total of $76.98 per month to a total of $103.43 for the coming billing period. This is a $317.40 dollar yearly increase over last year for the same minimal service. Customer Rep. 20F told me the best rate I can get without switching to autopay is $108.00 including taxes but could take it down to $98.00 if I switch to autopay. Rep. 20F was condescending and literally started the conversation saying I could end service if I was not satisfied with what he would offer me. His tone throughout the conversation was bullying and intimidating, when I asked him what I had done to deserve his behavior, he denied it. He actually quoted me a higher price than my new billing of $103.43 without autopay and a higher price than the original customer service person offered. He insisted that the other customer rep. was not quoting the prices with taxes (he was and I stated the math to prove it). It is clear that Rep 20F and Xfinity does not want my business. It appears Xfinity condones treating people with disrespect.

I have been getting internet problems for 4 months. I call comcast everyday because my tv has no connection. U can look into account to see that. Every agent sends signals, I unplug, I jcheck gateway, two different times technicians came out nov 6, changed my boxes to wired and its still not working. I have been compensated but still no service. Then I have to wait until weekends because I work so they cant come out. I have had motem also changed. The codes are rdk-03117 and rdk 1000 and a few more I have called at least 50 times and still no results. Comcast claim signals are good and cant seem to find problem. This is not acceptable and very frustration, dont know what else to do. Today nov. 8 and my tv not working,

Our family have been customers of Comcast/Xfinity for as far back as the year 2000 and we have always received great customer service until November 2, 2021. We went to the Xfinity store to change out old equipment and just update to new equipment we reconnected the equipment and everything was fine but the internet still was a little slow so we called Xfinity to get an update on the internet service and when we spoke with the representative we told he that we just wanted to update the speed on the internet service and he put in the order for an router/modem. During our conversation the rep asked who our telephone provider was and we told him and he offered Xfinity's cell phone services we told him not at this time we just wanted to update the internet he seemed very disappointed and hung up. Since we talked to him we have lost all of our channels I feel so hurt that a representative of Comcast would do loyal customers this way.

I have been a loyal comcast customer since 2004 in my current address and for 12 years prior to that at other addresses.

I have triple play and my cable bill just keeps slowly creeping higher and higher. In the past when I would notice this happening I would call and a service representative would look for a better package for me and the bill would be reduced to a more manageable sum and life would go on. I really try to keep my bill under $210.00 as I am on a very strict budget living with HIV/AIDS as well as diabeties and other health conditions. Not to mention I am a veteran. My bill was over $220.00 so I called about 6 months ago and was told there was nothing that could be done. Pretty much if I didn't like it get rid of it.
Now the bill has climbed once again to over $233.00 per month. Once again I call and was told that if I choose to elect a cell phone and remove Showtime I could save $15.00. I don't need a cell phone. I've got a great plan with T-mobile (2 lines unlimited everything) for $60 per month. When I expressed I didn't need the cell phone she pretty much said there was nothing that could be done.
I don't understand how you can give promotional deals to new people all the time but can never seem to give the loyal customer a break. Would it really break the company if you gave sometype of incentive to those of us who have been loyal customers for 20 plus years.
If there is anything that can be done to lower my bill by 20 or 30 dollar that the representative didn't tell me please let me know.

Aaron Shostak
1225 Clarion Street
Reading PA 19601
[protected]
Comcast Account Number: [protected]

Burnt my hand on the modem it's modem and wifi router I want to get rid of Comcast no one should get burnt and feel the radiation pouring in our house making me sick headaches and more they do not answer and still want to charge me my bill. I just got it for three days and want to cancel

We called xfinity to mark the cable at our residence. We received a notification that all was clear and the ground was only marked by the utility company. When we begin to dig the cable was severed. We called service and got the folks in Mexico who could not give us an appointment for 2 days. This is totally unsatisfactory as this was your cable locate snafu. Please have someone call [protected] to put us back in service

I changed service in July for Internet only and they have continue to charge me for all three services. They promised me on several calls and emails and the account balance still haven't been corrected. They sent an email saying the balance was $120.80 I paid it and then they send me another bill for $273.78. Tired of being overcharged for terrible service.

On 9/21/2021 comcast placed a spam blocker on my landline phone. They didn't ask me just emailed me. This spam blocker has messed up my phone. I can no longer see if i have a voicemail nor retrieve my messages. I filed a bbb complaint #[protected]. Comcast corporate office contacted me via emails. Comcast refuses to or doesn't know how to remove the spam blocker. They have had me going in circles. Even the technician they sent out said he hasn't seen a problem like this. I need help. My next step is filing a complaint with puc. This has to be illegal. I know it's wrong.

We are a new client. I've tried calling to get the problem resolved but according to the representative and her supervisor I would have to pay to get a resolution. The tech that installed the cable outlet installed it in our dining room where there is no place to hide the router. As of now it is sitting on our dinning room table after my wife had told him to install the outlet by our TV which is also at an exterior wall. Tech left the outlet cove unleveled, sheetrock dust all over the floor and wires not strapped to the wall on the exterior. The representative that answered my call was very respectful but the supervisor was raising his voice and didn't want to hear it. If this is the way your new clients are treated, I am now perturbed of future treatment. The installation happened 10/13/21 and the call was done today 10/14/21 at about 5:30PM. At this point all we want is the relocation of the outlet closer to our TV.
[protected]

Comcast doesn't care about safety or privacy

There was a guy operating a drone from a green unmarked Ford Excursion license plate BQG6790 on 10-6-21 in Raymond, WA who claimed he works for Comcast. He flew his drone up to within inches of my second floor apartment window, using it to look inside, twice. He has been using that drone to carefully look over local businesses, apartments, and Raymond Federal Bank. I called Comcast Corporate Administration, soon after it happened, to confirm his claim and was told to hang up and call 911, that they do not have any employees that would be flying drones around neighborhoods or homes.

I called Comcast back later, after the local Police Department made contact with him, and he had claimed he was contracting for Comcast. Comcast explained that he might possibly be working for a contractor. But that he should have had a business name on the vehicle he was using and that he should have shown me photo id confirming his claim that he worked / contracted for Comcast.

All he did when he found me taking photos of his license plate and vehicle and then him, was wave his arm around saying "I work for Comcast I work for Comcast, " And when I replied that I didn't care who he worked for that he shouldn't be looking in my window with a drone, he said, "Oh, whatever, whatever." He had on an unmarked orange reflective vest. Between the unmarked vehicle and the unmarked vest it was impossible to tell who he represented, worked for, or contracted with.

In the meantime I have heard that this same person has been in peoples' yards and made them uncomfortable. That he has parked his vehicle in the middle of the street, blocking traffic while he is out with the drone. And that he flew the drone up to a parked car with a person sitting in it, and took her picture.

Comcast is now saying it will take them upwards of 30 days to verify whether a contractor was working in this area, and that they do not have any standard way for people to identify themselves as working or contracting with Comcast.

There should be a standard way to identify who should be given access and these workers should have background checks and should be driving clearly marked vehicles and wearing clearly marked vests. And there should be a way for community members to quickly and easily confirm or refute if the person entering their yard or operating a drone is legitimate. Further, all drone operators should be trained to respect people's privacy.

I find it totally unacceptable that there is no quick and easy way to confirm if this individual was actually working or contracting with Comcast. Comcast could not even tell me if they had a contractor working in the area. The safety and privacy of their customers is clearly not what is foremost in their minds. They need to set up communication systems and protocols that respect people's privacy and ensure their safety. This haphazard and relaxed attitude and conduct is unacceptable.

I called to an agent to discuss installation of Comcast essentials to verify the cost of installation.

1 - I was told there would be no cost of installation or transfer of service to my new address, and that a technician would come to do the install.

2 - A technician came an installed my service.

3 - I got a bill at my new address with a $100 dollar charge and called to have it corrected using the AI to connect to customer service.

4 - The agent said he could not do anything, and I asked for a supervisor. I was told a supervisor was in a meeting and would call me back when available. I did not get call back.

5 - I called customer service and talked to Brenda. She said she could not do anything, but I could file a complaint about the charge with corporate.

6 - My bill, billing date Aug 16, 2021, says installation fee. I was not to be billed an installation fee.

7 - I complained to customer service and asked for this to be corrected, but $100 was automatically deducted from my account.

8 - I would like to be reimbursed for this charge, or have it reflected as a surplus on my account.

9 - I believe my conversations with customer support are documented on your system. I would like a transcript of these actions taken via text, AI, and verbal conversation with xfinity customer support

My account #[protected]

Cliff Siltala
1700 Hemlock Street #205
Longview Wa 98632
[protected]

We have just come from the Comcast Service Center in Washington, PA. We spoke to Devon who was absolutely no help at all. We were inquiring as to why our bill increased $30 in 1 month. We got some lame explanation about us being past our contract and are now charged the full rate. The service we receive is not worth paying almost $250 per month. I would like to be contacted regarding this issue. If we can not get a lower rate we will be disconnecting our service and going to another provider.

On 9/17/21 I paided $260.00 on 9/24/21 they took another $270.07 thru an auto-pay This over drew my checking account IU contacted several supervisors and they all stated the same I had a bill due 9/20 and they claimed that I set up the auto pay, I DID NOT! it should be noted that this is the second time this has happened and the did refund the money They also said that I was the only one thart could set up trhe auto pay This is a lie. I called back twice and spoke with two different supervisor who stated that not only can I setup auto pay, which I did not but they also could on their end so in essences the went into my checking account without any aurthoization and stole $270.07 Iwant the $270.07 back in my bank ASAP

I was in the process of switching over to Xfinity from a different provider but after the blunders I have experienced this week, I don't thing it is going to happen. I had Cable TV service installed and also your fastest speed internet service last week. Sunday, after a 90 minute phone conversation, we created the order for four mobile phones. Within 30 minutes, I received an email stating that they needed to verify my identity. Within 5 minutes, my entire order was cancelled. The following day, after another 90 minute conversation, we created yet another order for the four phones. We had to settle for different models because now, the models we previously picked we not available. Once again, I received another email, this time stating that I had to send in an image of my driver's license to verify my identity. The email stated I had to reply within 72 hours or my entire order will be cancelled. I was asked to scan the front and the back of my driver's license and submit it, in order to verify my identity. Of course, I complied. Well, the following day, I received the same email but THIS time, it stated that I had 48 hours to comply or my entire order will be cancelled. I once AGAIN scanned the front and rear of my driver's license and submitted it, as directed by the email. Now, the following day, I received the yet another email but THIS time, it stated that I had 24 hours to comply or my entire order will be cancelled. I once AGAIN scanned the front and rear of my driver's license and submitted it, as directed by the email. The following day, my entire order was cancelled AGAIN! I told my representative that I would give him one final opportunity. Again, we had yet ANOTHER 90 minute conversation to place the order for the phones. Now NONE of the phones we had originally picked were available but we placed the order for the replacements. Within minutes, I received an email stating that I had to call in for some additional information. They asked for my date of birth and SS#. Within 15 minutes, my 3rd and final order was cancelled. I have NEVER received such HORRIBLE service in my entire life! As a new customer bringing over the top TV channel line up, the top speed internet service and FOUR mobile lines, I expected to be treated with white gloves, only to receive the most incompetent service I have ever received!

Francisco Plantada
[protected]

We have been trying to get an (XG1V4) Box for 6 weeks now.
It has to serve the Blairsville Pa service area. The box has to begin with the serial number starting in PK. You would think that would be easy for Comcast to send me that box. Instead we have placed 4 phone calls and nobody has helped us. The sent out technicians on two different occasions and they to had no idea what's going on and why we aren't receiving the correct box. We now have 6 boxes that have been sent to us and none of them work. We are frustrated and at wits end.

I chose to leave Xfinity due to exorbitant monthly cost.
Xfinity has gone out of their way to NOT unlock my phones for going on three weeks. In addition, trying to reach a human being in there oh-so-helpful automated customer service is a joke. The system continually loops you back to where you started.
I have attempted to rectify this issue by spending literally hours on the phone talking to Customer Service. The technicians from T-Mobile have also spent hours on the phone trying to get my phones unlocked.
I have been told four different times that the phones have been unlocked and I would receive an e-mail with the unlock codes within 24 hours.
Guess what! I have received one e-mail with an unlock code for only one of the phones AND the code does not work!
I WANT MY PHONES UNLOCKED.
I am disabled, the hours spent trying to resolve this issue is wearing on my mind, emotions, and strength.
What will it take to unlock my phones?