Comcast / Xfinity
reviews and complaints

My internet price increased from $140 to $190 / month, without any explanation. It's on autopay, so i saw it at the next statement.

Called, was told I am out of contract, that's why the deal I was on ended (shouldn't that be an easy call-list the month before ?)

Got options, alternative options, choose third party.

Called to terminate service. Was told I am still in contract and need to pay $35 termination fee. WHAT ?

So tired of comcast games. Told Rodney I want to terminate my plan, he thinks I might still change my mind (who cancels service without new service in place ?) and tries to offer me other plans (your plan is really slow, we don't even have that anymore. Thanks for offering the other service to me). He didn't tell me about the termination fee - he tried to sell me a cellphone plan.

What is wrong with you comcast ?! Why do you treat your customers so poorly ?

I told him several times that all I want is to terminate the service. No upsales, no information collection (what type of business is this, why do you cancel, who is your new provider). But that is asking too much.

Just make a button to cancel. Nothing of that interaction required a human.

Thorsten Bosch

Internet only service was terminated on July 6, 2021. Router was owned by me, the customer and not rented. A Roku box that I did not request was sent to me by customer service "at no charge to me whatsoever." The house where the service was located was sold and the router and Roku box was left with the new owner. The Roku box was re-assigned to the new owner after a three hour ordeal with Xfinity Technical department. After several phone call attempts to receive my $27.09 due from a credit statement dated Aug. 7, 2021, I tried an online chat on Sept. 18, 2021 at 7:03 p.m.. At the end of the chat with a representative named Mamta I was told the matter was completely resolved and will receive the credit due in six to ten days. Today is February 22, 2022 and no credit has been refunded. Rather bills for $92.91 have been sent to my new address in Kentucky and e-mails and phone calls to return equipment. Obviously their corporate bureaucracy does not permit the left hand to know what the right hand has accomplished and different departments do not communicate with each other.

So, I recently relocated due to having some renovations to my house. I called and spoke with an agent to inquire about self instillation at my new house since I had equipment. The agent checked my new area and assured me that I would be able to do so. After trying several times unsuccessfully, I had to set up an appointment where a technician had to come out. As we all know, that’s a $100 fee. When he came out, he mentioned that the line was disconnected/removed. Interesting 🤔 That meant that I had to pay the $100 fee. I feel like it’s a scam. The line is disconnected, so one has to have a technician come out and one has to pay a $100 fee. I called to express my concerns and was basically told it is what it is.

Comcast and Xfinity Assistant will not acknowledge and provide credit for multiple outages over time. Our service has had several outages over the past months. Comcast only considers a single long one time event.

They do not follow Michigan code R. 4602335

Service interruptions occur during peak business and working hours. They do not service transmission and distribution equipment to provide the least inconvenience to customers.

Comcast needs to consider service credits for excessive short interruptions to customers. Four or Five monthly interruptions are more inconvenient than a one time event that rarely occurs!

After a cable outage, customers network equipment often needs to be reset. The wide area outages put security at risk! Dishonest people simply watch for a cable outage as they know security systems are not communicating.

HVAC remote management systems fail to communicate.

Comcast needs to consider and be responsible for impacting customers with frequent outages. The automated support systems need to be updated to consider this problem.

Hello,

I found out today that Xfinity has been billing me for the last two 1/2 months for services I had canceled.

I called to find out what was happening. A woman in customer solutions (a very odd name for this department) told me there is absolute, beyond any question, NO RECORD of any PHONE CALL from me in Dec. 2021 to XFINITY and they have 100% accurate records of all incoming calls.

Therefore, I am responsible to pay for the service until 2/19 even though the date of confirmed call is 2/14... ok still perplexed.

What is the 5 more days I'm now obligated for? Why is it their word vs. mine? Why is she the only person I can speak to? Per Trish, she is the end of the road decision maker at Xfinity and she cannot pass my call to anyone else.

Ok, no. So I called again to see if I could get someone else.

Same answer. No record of my call so I'm out of luck. I asked them if I could prove with my VERIZON statement that I had called Xfinity in December would that suffice. First she said, no, were Comcast. OMG, yes I know who you are! ... (do you know who I am?)

Let me ask a different way... If I can show a record of my phone bill documenting that I called your company in DECEMBER, when I moved out of my apartment, the same time you're telling me there is NO record of any incoming calls from me to XFINITY, can you please credit me my $500+ ?

She couldn't say for sure.

Bottom line is I have two back to back calls to Comcast/Xfinity in mid December, a few days before I moved outgoing from me to them.

I didn't have any other reason to call them. I need help.

I purchased 2 iphone 11 cell phones as well as mobile services for the phones. One of the phones came to me defective, asking me for a pincode which I never created. After speaking with your representatives and attemping to correct the problem with the phones, it became unsuccesful. They said that I would have to take it up with apple. I felt that because the phones were new it was unfair that I should have to inconvenience myself and travel to an apple store. I requested to cancel my mobile services with xfinity as well as return the phones and issue a refund of $139.80, the cost I gave for the phones. On several occasions I called xfinity to get an update and to speak to a supervisor or have one return my call, til this day no one called me back and not to mention they hung up on me everytime. This type of services is unprofessional and unacceptable and I feel the company is scamming customers out of money. I would appreciate if a supervisor or someone of authority would get in contact with me to resolve this. At this point, I am frustrated and very unhappy with the services I received from comcast/xfinity. My name is krystal gray, [protected] is my number. Thank you!

I want to know how you can increase the cost of your services by $40 USD per month when the quality of my internet is at times next to dial up speeds. I'm only getting usually speeds of 20m/ps most of the time and at times I can hit 39. When I'm promised internet speeds up to 100m/ps.

Our bill went from $70.20 USD per month to $110.20 per month with no improvement in speed or quality of service.

Also, the NBC site locks up, usually between 6PM and 8PM. And it usually looks up

Internet speed and service is bad, and customer service is even worse, no one in Customer Service seems to know anything. Even some of the TECHs that come out don't know what is going on. The entire internet lines that are run by Comcast / Xfinity needs to be overhauled. I cannot even do a speed test. They redesigned the Modem from a Tower to this Google wannabe box. It sucks !
[protected]

I never received my visa gift card and no one has an answer

When we moved to Benton TN I had Comcast set us up. We have been with you since 10.5 years. Bills kept creeping, had to do something. I called (Terrible) and chatted. No one would take responsibility to remove 100 install. I was told by installer, no chg. After being frustrated so bad, i decided to go to Chattanooga Xfinity Office. No Help, they cannot remove charges, has to be someone thru text. I am really upset. Drove over 100, iles today tpo be told no again. Is there no one in your whold damn company that can appreciate your customer who has been thru Hell and remove the $ 100 install charge. ALSO, i need my Biling Due Date changed to the 3rd of the month, not the 1st. I don't get paid until the third of the month, i will always be late if you don't change it. I was an Exec Vice President with U-Haul Co. I told my representatives, It is easys to say yes than No. A dissatified customer will tell 25 people, and so it goes. Please help us, It can't be that hard. When a Senior Rep in Chattanooga named Jeremy Cameron can't fix such aminor detail, you people have big problem. In Chattanooga, where EPB is eating your Lunch, you can't fix something simple as removing a service charge, you are in trouble. Please write me back so you can tell another customer no, good idea, Sincerely, Mitch Thurmer, NOT RICHARD TRAUMER< He does not exist, your people created, Jeremy was supposed to have removed Richard, But I see him here.

Since early December, my husband and I have been trying to get Comcast to send a crew to connect our new build home to the underground cable so their installer can set up our internet and TV services.

The installer will arrive for the fourth time to do his job, but will be unable to since the underground crew has failed to do their job. They have been to our home twice, got out of their truck, looked at the ground, and left. Doing nothing! At this time, there was no snow on the ground and the ground was not frozen. Unfortunately, that's not the case now. There is snow on the ground, but my husband has already done digging to locate the cable that the crew has failed to do. We just need them here to do their job! We will have to turn away the installer again tomorrow due to this! Please help!

I was given wrong information on when I would receive my 2 - $425 visa gift cards for switching over my service. They told me 30 days and now they are saying 90 days because they don't want you to switch back to your prior provider and cash out the cards.

Also they tell you their plan has unlimited data but in actuality it isn't not. Once you reach 20GB you receive a message that you have reach the maximum data and your speed will slow down. Apparently the sales person doesn't tell you this but it is in the fine print of the contract you sign so that is how they get you. I don't recommend anyone switching their mobile services over to them they have a pattern just like they do on their cable and Internet service where they promise and can't deliver.

On January 13th I called comcast to renew my internet/tv package.
The comcast associate I dealt with told me they could match the price I had on the package that just expired, $191all inclusive (taxes fees, etc.) if I signed up for another 24 mo's, because I was a long time Comcast customer (since 1996).
I never received a confirmation or a contract renewal so I called this morning and they told me there must have been an error because it never went through. I asked to speak to a supervisor who told me that they do not even offer 24 month contracts as of sometime in 2021. They offered me a 12 month contract @ $218.
As you can imagine I am not happy with this offer as it is almost $30 more per month than what I was promised originally.

My name is Carolyn Lyttle. I reside in Tuscaloosa, AL. I had services conducted on the outside of my home [bad wire/connection] for internet services in August 2021. The tech stated he would put in an order to have someone come bury the line. He left an orange cable across my yard. Fast forward, a few surveyors have been to my house to survey the line... flags, paint ext... on multiple occasions however, no one has successfully buried the wires. A company managed to come to the house, replace the orange cable with a black cable but failed to bury the cable. Another guy came out and removed the orange cable, replacing it with a black cable, and in December right before Christmas another person came out and put down about 50 yards of orange wire and left the black cable. I called Xfinity on SEVERAL occasions regarding this issue and have also filed more than one ticket regarding the "Trip Hazard, Lines down" at my address and have yet to see anyone follow through with servicing an appointment or closing this ongoing issue. In fact, after submitting the ticket, I received an email stating the issue had been resolved [on both occasions] without any update, phone call or services rendered. This issue is effecting me as HOA is fed up with the cables laying across my yard and adding a trip hazard to public sidewalks. and my drive way. Please fix this issue as it should not take 5months to complete a simple task.

I recently moved from an apartment in Pearl, MS and purchased a home also in Pearl, MS which is about 5miles apart. But when I went to move my service I was told that you all were not in that area. They have Hughes Net which is GARBAGE and charges a arm and a leg and your first born child for service that will only covers 2 phones and a TV. REALLY! While the rates with Comcast aren't all that good either, the service and quality are out standing, in my option. I want to know when will Comcast start servicing Sliver Ridge Subdivision? The houses are new construction in the back of it and it would have made sense to lay down lines while this is being down. Let me tell you... Yall are loosing a lot of money by not being in this area. I would love to know the reason as to Why and When.

signed,
Andora Baker
[protected]@gmail.com

I am being accused of ordering something from xfinity that I did not order. I go to set up a purchase and one day before the tech comes they canceled my order and said we already have a box. I told them that I did not have anything from them. So now I have to prove I'm innocent, but until i can I am guilty in their eyes and can't order anything.

We pay for a 100MB/s download speed internet and for the last 2 to 3 months we have regularly only had maybe 4MB/s. It continuously goes out and drops to these speeds without warning. We have restarted the modem, gateway, etc multiple times to no result.
Speed tests outside those provided by the company and those provided by the company through the app have both given the same result of the abysmal speed and connection. For the first couple months, there were no issues, but now it is a daily struggle to connect to any site and get any work done, especially as many universities and companies are still online due to the pandemic.
This is kind of ridiculous, especially as it is the only internet service provider within our area. Our friends who are also on Xfinity and within a couple of miles of us are having no such problems.

I recently purchased a home in Marathon Florida. During the installation process the installers damaged carpet in two rooms while drilling a holes into the carpets. It appears the drill bit snagged the carpet fibers and ripped long lines of carpet out. Then covered the damage up by moving furniture over it. I made a complaint where the installation contractor rep. (ITG) told be to get a quote on repairing the damage and they would have it fixed. I received the quote and forwarded to the company rep. He responded with they are not going to pay. Instead, they suggested I cut a piece of carpet from my closets and repair the main damage which would leave my closet floor exposed but no one would see it. I could not believe that was their recommendation and refused. Since then I have not received any contact and my phone calls are ignored. I am hiring an attorney and suing comcast for the damages along with the $100 service charge for a "professional installation". Again, I recently purchased the home and can not set up the rooms until the repairs are done. Its been a couple months

I pay a monthly fee for 1.229 terabytes of streamed data for laptop, Netfix & Prime information and entertainment expansion beyond Xfinity baseline TV services. My average usage has been under 500 gigabytes. In December, 2021, I began receiving text messages from Comcast that I exceeded my limit and extra charges were being applied. I changed all passwords for Xfinity and home wireless router. they reported my data consumption continued to climb. I throttled back stream date streaming rates to 0.7 gigabyte video resolution to no avail. I ended the month consuming 2.828 terabytes, over 5 times average monthly usage. Scans of my laptops show no viruses or malware. I even started unplugging the wireless router at nights. After several days and many hours speaking to Comcast representatives, their standard response was for me to just upgrade costs to receive unlimited streaming capability, an additional $1, 200 per year. My request for my network device data usage details was always met with their response that the servers must be down (over 3 days of requests).

For your reading pleasure here is the "last" chat communication I had with Comcast/Xfinity.

Xfinity Chat Log from 12-31-2021 with customer - Brian

Comcast Care Chat Reply 'Y' when you are ready to chat with one of our specialists. This session will expire in 5 minutes if we don't receive a valid response. y
Comcast Care Chat We are now connecting you with a specialist. Reply STOP to cancel or HELP. Msg&DataRatesMayApplyMsgFreqVariesPerIssue
Comcast Care Chat Thank you for contacting Xfinity chat support. My name is Hussan, Who do I have the pleasure of assisting today? calling to continue troubleshooting data consumption issue explained in case # IH [protected]. In 24 hours, you state I have consumed1.234 terabytes.
Comcast Care Chat Sure I can help you with this.
Comcast Care Chat Please confirm your full name and address? XXXXXXXXXXXXXXXXXX, Fishers, IN. 46037
Comcast Care Chat Do not worry I have a wonderful a deal for you if you want to get that I will help you in this. how do I see which device on my network us consuming data?
Comcast Care Chat If you have more data consumption then it will help you to get unlimited data. if I can't solve the data leak problem, then I cancel Xfinity.
Comcast Care Chat I will check the devices, The amount of data your devices are consuming.
Comcast Care Chat I can certainly help you.">p>
Comcast Care Chat I'll quickly put this into action for you. Everything will be sorted out. my average monthly data usage is under .5 terabytes, Decembers is now at 2.956 terabytes. there is problem! i am logged in. where do I go to see device consumption? Metronet fiber has this capability for their customers.
Comcast Care Chat Let me check the complete details in your account.
Comcast Care Chat Please allow me 2-4 minutes to look into the same.
Comcast Care Chat You can also check the data consumption from Xfi app OR my account app. are you aware about them? again, review case number IH [protected]. i cannot find device detail data consumption by day or monthly accumulated amounts. per device, only account totals which does not provide granularity.
Comcast Care Chat Sure I will continue the troubleshooting.
Comcast Care Chat Could you please confirm the issue you are facing is slow internet or intermediation? did you read the case notes? i spent hours on the phone with XFinity on 10-27.
Comcast Care Chat I can also check the devices which are correctly active with your internet and which consumes more data.
Comcast Care Chat Please allow me 1-2 more minutes to check the device.
Comcast Care Chat Your patience on the chat is highly appericiable. how do I review the data? can you send me a file?
Comcast Care Chat I am sorry i can not send you the file on chat. We are not authorize to share files and videos .
Comcast Care Chat Just allow me 1-2 minutes. Checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you. regarding the last 24 hours, if we watch 8 hours of streaming tv, how do I consume 2.234 terabytes? 1.234 terabytes
Comcast Care Chat I am just checking the same.
Comcast Care Chat Just checking in. Did you have any questions? note that xfi passwords and wifi pws were all changed 3 days back.
Comcast Care Chat I am sorry currently I am getting error while checking the connected devices. you have questions. you were checking device connections.
Comcast Care Chat Thank you for additional Information. Yes if you have changed the password then it will be good.
Comcast Care Chat However I will must recommend you to please go with unlimted data plan in which you will also get wifi protection. no, you state I consumed 1.234 terabytes after password changes made.
Comcast Care Chat With unlimited data you can access data unlimted in a month .
Comcast Care Chat Yes I was checking the devices but currently I am getting error it is due to the server. it appears you are scamming me into increasing my bill.
Comcast Care Chat The data consumption is not depend on the password reseting.
Comcast Care Chat It is about the devices.
Comcast Care Chat if you have number of devices to use then it can be possible to consume more data. Comcast Care Chat No Brian it not about Increasing the bill. i have been a Comcast customer since 1990. your inability to help solve an issue is very disappointing.
Comcast Care Chat I am trying to help you with best possible out ciomed. i doubled my monthly max data allocation in one day and you are saying "its possible". i am asking for details on which device is the culprit. if your system is down, will you proactively respond when it's working again? are you there? Comcast Care Chat I really apologize for the Inconvenience. I can understand being as a customer. Comcast Care Chat Want to Inform you Brian we can check the customers connected devices. However currently the error is with the server.
Comcast Care Chat Yes I am here only.
Comcast Care Chat We appericiate you being a customer from so long.
Comcast Care Chat I never let my customer down. give me a one more chance to check it again what can/will you do? stating that I should pay and ignore the problem is not an answer. how about if Xfinity ignores the 3 times average monthly usage and does not charge more?
Comcast Care Chat Please be with me 2-4 more minutes.
Comcast Care Chat I can understand how you must be feeling now, As I am also a customer myself. it's possible I have malware on a device but need your diagnostics to determine which device.
Comcast Care Chat please do allow me 2-3 minutes. ok
Comcast Care Chat Thank you for being understanding and patient on the chat.
Comcast Care Chat I am checking on it. ok please add this chat to case no. IH201140247
Comcast Care Chat Please stay connected, I am working on it. ok
Comcast Care Chat Thank you.
Comcast Care Chat I am really sorry but I am unable to fetch up the details, It is showing error in it, It is because of server error.
Comcast Care Chat I do apologies, There is an alternative way to check this out, You can check your data consumptions in Xfi application. this server error, which was also present when I called on 12/27, may also be related to false data reporting on my account. how? tell me. i am logged in
Comcast Care Chat In the details, Under setting history. ok. just a minute for me to access that.
Comcast Care Chat Sure take your time.
Comcast Care Chat Please make sure chat tab does not get closed or disconnected. I am in my account. I see overview, billing, services, rewards, users, devices, and settings. No details
Comcast Care Chat Xfi application, It is different from my account.
Comcast Care Chat You can download from play store or app store. I am logged in on the computer. I find that any app on the phone has less information and it's much harder to read. I downloaded your XFi app several days ago but found limited information Where do I find this information when logged into https://customer got xfinity.com?
Comcast Care Chat I want to inform you it is an application and you can check it on mobile device or on the tablet only. ok, let me pull up the app.
Comcast Care Chat Great.
Comcast Care Chat Your efforts are really applicated. I can see the devices. When I click a device and then Device details, There is no data consumption information to be viewed. I am able to delete a device. I am looking for device data consumption. Where do I find this?
Comcast Care Chat Please do allow me 1-2 minutes.
Comcast Care Chat Yes please be online while I am sending you steps. ok
Comcast Care Chat Are you able to check the devices name now ? I can see the names of every device on the app and while logged in on the PC. I cannot find any data consumption information for the devices on my Wi-Fi network
Comcast Care Chat Brian, There must be an server error, That is why even we are unable to fetch up the details from our end
Comcast Care Chat However, I have raised the issue with the team itself, It would be resolved after some time. Will I be contacted when the servers are functional? We're in the app will I find this additional information? Will another link show up for each device under device details?
Comcast Care Chat I do apologies for the inconvenient. Xfinity is supposed to be a technology company but I am very disappointed at the lack of tools your employer has provided you to Help solve customer issues.
Comcast Care Chat Sure you can contact us any time. No I want you to contact me
Comcast Care Chat We value our customer.
Comcast Care Chat I am sorry to say, We are chat repair team, We does not have authorization to arrange a call from our end.
Comcast Care Chat We are here to help you, Please wait while I am sending you the link to arrange the call.
Comcast Care Chat https://www.xfinity.com/support/schedule-callback/#contact call back- https://www.xfinity.com/support/schedule-callback/#contact I understand. It appears that I have the ball. Thank you for your time. Please note however that I don't believe your employer values my time. They only say that they do. goodbye
Comcast Care Chat https://www.xfinity.com/support/schedule-callback/#contact
Comcast Care Chat We are sorry we were unable to resolved your issue from our end.
Comcast Care Chat Just checking in. Did you have any questions?
Comcast Care Chat Are you still with me? Ill be available for another minute if you have any more questions.
Comcast Care Chat Thanks for connecting with xfinity support, Have a good day ahead.

So I am moving to a State / County that does not offer Comcast/Xfinity services. FOR 25 years I have had services with them now they are charging me 220 dollar early Termination Fee. I would have gotten service Transferred if you HAD SERVICE THERE. I am moving and money is low. Charging me 220.00 is a slap in the face after all these years. Do you Honestly think I would ever take on your service again after this when available in the new Area?