Comcast / Xfinity
Reviews and Complaints

I'm a diamond member, think that means something, me staying with Xfinity for over 20 years. That being said, I've had a difficult non productive day with not 1.. not 2... 3 agents with Zero results. 1st agent needs go back to training, he must have been watching tv or something, leaving me hang on phone for 30 minutes... dead air, periodically stammering incoheriant words... didn't straighten up till my patience spent I asked for supervisor and well... no supervisor. Agent tried help but we got cut off. I had high hopes on 3rd... started out strong... but hour later... tried to charge me for upgrade phone that I was told cost me zero and if you tell me zero by god its zero... don't care what those charges were.. you to me zero... zero is zero not $40... she tried over and over and over as if I'm not understanding... oh I understand and I said NO, zero isn't $40. Then she all sudden can't get me plan I am being offered by company she works for. At this point, don't care about unfree phone, I want my plan updated to the offer I am being offered before current plan expires: Hi! I thought you'd be interested in this great deal from xfinity. Check out this offer: https://www.xfinity.com/learn/offer-details?offerId=4200000004&marketId=16063&CMP=shareable_offers

I signed up for the new promotional deal. The promotional deal included an additional telephone with a single number. There would be NO loss of current services. I was lied to since I later discovered that the telephone device was an extra monthly charge, and I lost three movie channels.

I contacted infinity new deal department and discussed this with a wonderful assistant. She reviewed the canceled package and explained that I lost the 3 channels and would be required to pay a separate monthly telephone charge. She could not transfer me back to my original package. She added the three movies back to this new package but now my new bill is 364 dollars. This is a 13-dollar monthly increase compared to the original package cost, had I done nothing. Through her assistance, I was able to cancel the telephone and return it to infinity.

This issue and increase happened because I was misinformed or lied to. I now have a 364-dollar monthly bill which is higher than the original bill. I’ve attached a copy of the conversation with the live assistant to prove what I am complaining about. It reveals misleading and lying just to sell another package.

Live agent: Hi John, thank you for contacting Xfinity. My name is Augusta. How may I help you today?

why my monthly bill jumped 45 dollars?

As a consumer myself, I understand your concern. Be rest assure I am here for you and I assure you I will definitely help you today with all my best possible ways.

To proceed further, may I have your full name, address and active calling number to verify the account? Just to inform help me with your best calling number so that in case if we disconnected, our team will call you with the same and make sure it should not be on voice mail.

John Yesis, 2289 Club Lake Drive, Orange Park FL 32065 [protected] or [protected]

Perfect thanks for the details, you've reached the right person. I'm happy to help today. Can I take 1-2 minutes of yours to review the account :)

ok

Meanwhile, I am working on your account may I know how is your day going on so far?

great. i also woul like to check if there is a cheeper rate based on what services i'm receiving?

I do understand your feelings and I do feel your time and energy as I am also a customer by the end of the day.

Be rest assure i will try to fix everything as quick as i can.

I just started my shift and glad to have you as my first customer today. Was just sipping a cup of coffee now and wanted to ask do you like coffee as well :)

yes

I wish I could serve you tea and coffee while you are waiting here hehe :)

Thank you so much for waiting. I apricate your time and patience :)

Upon checking your account I can see that your currently using 1000mbps with limited data with 185+ channels with voice service for $355.07 am I correct?

yes

Perfect, thank you for confirming.

Firstly let me tell you the reason for the increase in bill

As I checked into your account I can see that your promotional plan has been expired which is why your plan price has been increased. Also as such of now you are on the best plan for the service which you are getting in your account

what about another promotion plan?

However while I am working on your account, I can see an EXCLUSIVE deal reflecting on your account, which will help you to save your hard earned money. Should I tell you about it?

yes

The amazing offer that I have just found in your account is that not only on internet I can save your Hundreds of Dollars in a year with Xfinity Mobile :)

Just a general question may I know how many lines are you using and how much you are paying for them. So that I can save more for you? Just to inform you I am not trying to sell you anything I just want my customer to pay best for available in market.

why can i talk to an agent on the phone to review and make another plan?

I would love to call you but as you are connected to chat billing support. Today I can assist you here but be rest assure you are connected to the correct person, I will surely help you today :)

i can better understand on the phone

can you call me

John, let me share the whole deal with you so that you can get the better understanding as I would have loved to call you but as we belong to billing Chat Department we can communicate via chat only.

what is your proposal for a new and cheaper plan

Today we have an active PROMOTIONAL DEAL in this deal includes same service 1000mbps with UNLIMITED data with 185+ channels with voice service and a brand new mobile device (Motorola moto g play ) along with a new mobile line ( unlimited text, calls and 1gb data ) for just $333.72 per month after all taxes and fees, of auto pay by bank and everything is included in this $333.72 and there is no hidden charges.

Being your billing advisor my only motive is to save your money and I have specially customized for you as this plan includes with internet for $339.56 where you will get $25 discount for mobile and auto pay by bank, so the mobile line will cost you $15.00 with the device is $4.16 and the total bill will be $333.72

So you are saving $23.00 a month and be rest assured assure the plan which I have shared with you is customized promotional deal for valuable customer and everything is included with the package and this will not impact your current provider, as this is for you have better experience with Xfinity service

So the final cost for you is $333.72 with one time taxes for the device which is raised by Us government today, where as Xfinity will only charge $333.72/month.

Sounds good?

what do i do with another line?

John as it is included with the same plan as this is for you have better experience with Xfinity service

Also being the PLATINUM CUSTOMER from 8 years, 9 months with Xfinity, and being your advisor I am helping you with additional discount for 12 month for $25/month so your whole plan will look like 1000mbps with UNLIMITED data with 185+ channels with voice service and a brand new mobile device (Motorola moto g play ) along with a new mobile line ( unlimited text, calls and 1gb data ) for just $300.00 per month after all taxes and fees, of auto pay by bank and everything is included in this $300.00 and there is no hidden charges.

Being your billing advisor my only motive is to save your money and I have specially customized for you as this plan includes with internet for $305.84 where you will get $25 discount for mobile and auto pay by bank, so the mobile line will cost you $15.00 with the device is $4.16 and the total bill will be $300.00

I hope this will work for you :)

what is this: new mobile device (Motorola moto g play ). please explain

Sure as it is the new 5G mobile which is included in the same plan for $300/month with Display Enjoy more fluid screen updates whether you’re playing a game or scrolling a web page. With a 90 Hz refresh rate, it’s smooth and seamless with little lag. The 6.5-inch HD+ display gives you maximum viewing thanks to a 20:9 aspect ratio.

Storage: Never give storage a second thought. With 64GB built-in storage,⁴ you have tons of room for photos, movies, songs, apps, and games. And you can always add up to 1TB more using a microSD card.⁵ 4GB of RAM

Make sure the ones that matter always look their best. Take stunning pictures, portraits, and close-ups - even capture video and photos with rear and front cameras at once. Main Camera: 50MP; Macro: 2MP; Depth: 2MP; Front 13MP

So John with this plan you are saving $55/month with Unlimited data as well as you are currently on the limited data with same service with no change with new device and new number

So the final cost for you is $300.00 with one time taxes for the device which is raised by Us government today, where as Xfinity will only charge $300.00/month.

Saturday 12/9 12:00 PM

ok along as ther eis no loss in services that i'm receiving now

Perfect move

I am sending you a secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?GJKPyw32c2zvTQW4mQ4ntN

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Looks like you were able to complete the form successfully!

now what?

I am working on it John

John your estimated pay for today is for $11.66

I am sending you another secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?2G8Mydv6T8Qk71mke2tqwV

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

you already have this information in my account?

Yes you are correct as this information will be save to your mobile account with this as the details are masked be assured ***

Looks like you were able to complete the form successfully!

Perfect! I would like to inform you that I have share the consent with you on the same number : [protected] please review it and approve it by clicking on I AGREE :)

The device which you are getting along with the plan that will be locked in with Xfinity for next 24 months, after 24 months, it will be unlocked and even if you cancel the servivces after 24 months you do not have to return the phone as that will be completely yours. However if you cancel the services within 24 month then you need to pay off the device for the remaining months.

Your order have been processed, however before shipping as an authentication check. You may receive a confirmation email or call from number [protected]) or text verification from number [protected]) within 30-60 minutes to verify the order from , you will have 72 hours to complete the verification. I would request you to please complete it so that the order shipment pass the review and your phone/sim can be delivered within 2 business days or the order will get cancelled.

The new phone and sim cards will be delivered to you in 2 business days and you can call on [protected] to activate the SIM cards and I would request to activate it as soon as you get the SIM cards to experience the most reliable 5G network and there will just be one time activation fee of $10 for per mobile line.

As you are receiving $15 monthly discount on your Internet bill to add the mobile line. If you cancel all the mobile line before 12 months the mobile discount to the Internet bill will also be removed

Once the order is placed, You will be getting the new sim cards and device in 3-5 working days and once you have got the sim cards, You just need to contact us through call on [protected] and our team will help you in activating the mobile line.

Order completed successfully!

A receipt for order

#[protected]

has been emailed to

[protected]@hotmail.com

Now I am sending you the consent for the same for internet on the same number

why does it say equipment and services cancelled

Be assured you are getting the same services with no change in any equipment and service and your monthly fee will be $300/month after approval

Do let me know once you approve the consent so that I can share the order id with you

waiting for the digital to process it says this should take a moment

Please take your time :)

iis the link working

Please check

i dont think the link you sent is working

Let me resent it to you :)

John, I have emailed your order summary. Please review the information and approve by clicking 'I Agree'. Once completed we can finalize your order.

I hope you have got the consent John

wait...i i am realy confused... are you transferring a cell phone line from t mobile to xfinity?

No John

Let me explain you and clear your confusion

then why is the email asking me for a number to transfer?

You do not have to transfer any of your number be assured

As there is no connection with your t-mobile also this is a customized deal everything is included in the same plan from XFINITY

Also the consent is full of information so be assured that is not for you

I hope this made you clear

You are getting new device and new number so you do not have to transfer any of your number

where is the agreement to sign

I have shared the agreement for the same to your mobile as it is the combo plan for mobile and internet your everything will be for $300/month

not finding where i check i agree

Let me share it to your email id

I have emailed your order summary. Please review the information and approve by clicking 'I Agree'. Once completed we can finalize your order.

John have you got the email?

yes

i checked agree and its processing

Awesome, Its successfully approved from my end and I really hope you will surely gonna enjoy your new package and have fun with your family here is your order id:[protected] :)

Lastly John, would like to inform you that once you will get the device do activate the line as after that only your discount will get applied to your internet bill and your monthly bill will be for same as per promise. So that you do not face any hassle in future and here is our chat is for you for future reference : [protected] sounds good :)

Lastly John, would like to inform you that once you will get the device do activate the line as after that only your discount will get applied to your internet bill and your monthly bill will be for same as per promise. So that you do not face any hassle in future and here is our chat is for you for future reference : [protected] sounds good :)

all finished?

Yes finally we are all set for today JohN

ok thankyou

However just a final reminder do activate the line and device once you receive

As after that only you will get discount for $15/month and $25 as well

Be assured you are getting the same services with no change in any equipment and service and your monthly fee will be $300/month after approval

Saturday 12/9 11:32 AM

ok along as ther eis no loss in services that i'm receiving now

Perfect move

I am sending you a secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?GJKPyw32c2zvTQW4mQ4ntN

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Looks like you were able to complete the form successfully!

now what?

I am working on it John

John your estimated pay for today is for $11.66

I am sending you another secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?2G8Mydv6T8Qk71mke2tqwV

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

you already have this information in my account?

Yes you are correct as this information will be save to your mobile account with this as the details are masked be assured ***

Looks like you were able to complete the form successfully!

Perfect! I would like to inform you that I have share the consent with you on the same number : [protected] please review it and approve it by clicking on I AGREE :)

The device which you are getting along with the plan that will be locked in with Xfinity for next 24 months, after 24 months, it will be unlocked and even if you cancel the servivces after 24 months you do not have to return the phone as that will be completely yours. However if you cancel the services within 24 month then you need to pay off the device for the remaining months.

Your order have been processed, however before shipping as an authentication check. You may receive a confirmation email or call from number [protected]) or text verification from number [protected]) within 30-60 minutes to verify the order from , you will have 72 hours to complete the verification. I would request you to please complete it so that the order shipment pass the review and your phone/sim can be delivered within 2 business days or the order will get cancelled.

The new phone and sim cards will be delivered to you in 2 business days and you can call on [protected] to activate the SIM cards and I would request to activate it as soon as you get the SIM cards to experience the most reliable 5G network and there will just be one time activation fee of $10 for per mobile line.

As you are receiving $15 monthly discount on your Internet bill to add the mobile line. If you cancel all the mobile line before 12 months the mobile discount to the Internet bill will also be removed

Once the order is placed, You will be getting the new sim cards and device in 3-5 working days and once you have got the sim cards, You just need to contact us through call on [protected] and our team will help you in activating the mobile line.

Order completed successfully!

A receipt for order

#[protected]

has been emailed to

[protected]@hotmail.com

Now I am sending you the consent for the same for internet on the same number

why does it say equipment and services cancelled

Saturday 12/9 12:00 PM

ok along as ther eis no loss in services that i'm receiving now

Perfect move

I am sending you a secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?GJKPyw32c2zvTQW4mQ4ntN

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Looks like you were able to complete the form successfully!

now what?

I am working on it John

John your estimated pay for today is for $11.66

I am sending you another secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?2G8Mydv6T8Qk71mke2tqwV

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

you already have this information in my account?

Yes you are correct as this information will be save to your mobile account with this as the details are masked be assured ***

Looks like you were able to complete the form successfully!

Perfect! I would like to inform you that I have share the consent with you on the same number : [protected] please review it and approve it by clicking on I AGREE :)

The device which you are getting along with the plan that will be locked in with Xfinity for next 24 months, after 24 months, it will be unlocked and even if you cancel the servivces after 24 months you do not have to return the phone as that will be completely yours. However if you cancel the services within 24 month then you need to pay off the device for the remaining months.

Your order have been processed, however before shipping as an authentication check. You may receive a confirmation email or call from number [protected]) or text verification from number [protected]) within 30-60 minutes to verify the order from , you will have 72 hours to complete the verification. I would request you to please complete it so that the order shipment pass the review and your phone/sim can be delivered within 2 business days or the order will get cancelled.

The new phone and sim cards will be delivered to you in 2 business days and you can call on [protected] to activate the SIM cards and I would request to activate it as soon as you get the SIM cards to experience the most reliable 5G network and there will just be one time activation fee of $10 for per mobile line.

As you are receiving $15 monthly discount on your Internet bill to add the mobile line. If you cancel all the mobile line before 12 months the mobile discount to the Internet bill will also be removed

Once the order is placed, You will be getting the new sim cards and device in 3-5 working days and once you have got the sim cards, You just need to contact us through call on [protected] and our team will help you in activating the mobile line.

Order completed successfully!

A receipt for order

#[protected]

has been emailed to

[protected]@hotmail.com

Now I am sending you the consent for the same for internet on the same number

why does it say equipment and services cancelled

Be assured you are getting the same services with no change in any equipment and service and your monthly fee will be $300/month after approval

Saturday 12/9 11:32 AM

Your bill details

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, Fees and other charges: $32.10

Total balance due: $351.25

Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, review my monthly bill

Yes, learn about Xfinity service price change

It's something else

No thanks, I'm finished

why did my bill jump 45 dolloars?

A few different things on your bill have changed.

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, fees and other charges: $32.10

Total balance due: $351.25

It looks like your balance is $45.05 higher than last month.

Please note: Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, view my monthly bill

Yes, learn about Xfinity service price change

I want to adjust my plan

No thanks, I'm finished

Your bill details

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, Fees and other charges: $32.10

Total balance due: $351.25

Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, review my monthly bill

Yes, learn about Xfinity service price change

It's something else

No thanks, I'm finished

yes

I'm having trouble following our conversation. Please type a message and follow the prompts presented.

Your bill details

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, Fees and other charges: $32.10

Total balance due: $351.25

Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, review my monthly bill

Yes, learn about Xfinity service price change

It's something else

No thanks, I'm finished

Agent

Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

Billing

Internet

TV & Streaming

Xfinity Voice

Xfinity Home Security

Activation

Billing

How can I help you with your bill?

Payments

View my bill

Explain my charges

Chat with an agent

Explain my charges

A few different things on your bill have changed.

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, fees and other charges: $32.10

Total balance due: $351.25

It looks like your balance is $45.05 higher than last month.

Please note: Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, view my monthly bill

Yes, learn about Xfinity service price change

I want to adjust my plan

No thanks, I'm finished

No thanks, I'm finished

OK. I hope that helped! Thanks for chatting with me today.

speak to an agent

Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

Billing

Internet

TV & Streaming

Xfinity Voice

Xfinity Home Security

Activation

Billing

How can I help you with your bill?

Payments

View my bill

Explain my charges

Chat with an agent

Chat with an agent

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

Connected to a live agent

Now chatting with Augusta

Live Agent Chat started

First off I am furious with this site. I wrote a long letter and you threw it away because I took too long trying to figure out what you wanted with my username. Must use 3 symbols, every single word or name I used you said was "taken." You wouldn't accept anything. If you are really a complaint service you treat me exactly like Comcast does. Nothing I say or do is listened to. I'm not allowed to call Comcast to get help with either my TV or completely horrible Google phone. You disconnected the number you gave me when I got this phone. Your cable DVR is awful. I don't understand why you can't stop or delete a recording once you've set it up. I have a program that records every week even though it was cancelled but you won't let me cancel it.I'm not allowed to rewind or pause in the evenings but if I try to call Comcast all I ever reach is your Robot. All that bot can do is reset your cable and hang up on you. I am counting the days until my deal ends. I've been with Comcast almost 30 years but that means absolutely nothing to Comcast. I'm thinking about junking the cable completely and going streaming. Cheaper and easier to deal with. The telephone they gave me cannot access text links so when the bot sends me for help to the text link, I go nowhere. This is ridiculous. How do you stay in business with no Customer Service? Now I'm going to try to sign up with this Complaint but most likely you will just dump me again. Is this a real service? Because half the time you try to contact Comcast you get the "Ask" or "Help"people that pretend to be Comcast. They want $ to solve your cable problem. Right. What happened to you Comcast? Don't humans count anymore?

2 days ago, I attempted to log in to my email account. I received a prompt telling me I have to change my password. I have spent over 4 hours working with xfinity agents who are unable to reset the password. I finally had a technician tell me "I am not the only person, it is a problem for many people." The service attempted to update passwords, but in doing so, it caused a problem for many people." It was nice, after so many hours, for someone to be honest. I was transferred to the office who can actually help me. After waiting another 45 minutes, the connection was disconnected. This is terrible customer service. So, it is now my responsibility to waste more of my time for a problem xfinity created. Don't contract with this service, it is expensive and they don't care about customer service. Terrible!

I have been a Comcast Internet customer for almost 8 years and have never really had any issue that didn't get resolved. About a year or so ago, a rep talked to me about switching my mobile carrier to Xfinity and after a brief conversation with her, I agreed to the switch for 2 phone lines, onr for me and one for my son. My payment for the 2 phone lines was $86.43. In September of this year, I called Comcast Xfinity concerning a payment reduction that I had been offered and it was my understanding that I would get the difference in my payment refunded. I did not get it so I called Xfinity again and the rep explained that since my payment had already been processed, the new payment amount would start the next month. I understood and told him that was fine. He then told me about the Google Pixel 7 and that it would not cost me anything other than taxes. I told him over and over that I would only accept it if my payment did not go up. He assured me over and over that my payment would not go up, so I agreed to accept and paid the taxes of $45.00. When I got my bill (which is by auto pay) for October, it was $109.46 instead of my regular payment of $86.43. I called customer service and the rep found that they had my plan with the GB plan and it should have been on unlimited. Also, he found that I was being charged for 3 lines when it should have been 2 lines, and that my phone number had been attached to 2 of the lines. I don't understand how 1 phone number can be put on 2 lines. I did fail to mention that when I got the Pixel, I gave my iPhone to my son, since his phone was old, so he had switched his number to the iPhone I gave him. The rep said he would deactivate the phone number from the iPhone but instead, he deactivated the Pixel. I then had to find another phone to call them back to get my Pixel back activated. So back to my payments. I understood that my plan had been corrected but in November, I found that it had not. My Nov payment was $95.70 and again, it should have been $83.46. I called them again and after explaining my problem with the payment again, he agreed to refund me the difference of the over payment for both October and November on November 3rd. Again I'm thinking they had corrected my account , but low and behold, my December payment was $106.60. Wouldn't you think if you got a refund, your account was corrected? I am at this point really, really upset so I called back and went through my whole ordeal again and requested a return label because I am not going to be fighting over my bill every month. This was on December 1st. I was told that you only have 14 days to return the phone but my answer to that is, I had no problem with the phone itself, but do have a problem with customer service and how no one corrected the problem even after I told them my plan should be unlimited back in October. I did not know the problem was not fixed till I got my November bill, which again, no one corrected my account when I called. Fourteen days had already passed when I got my incorrect bill in October...again, the problem is not the phone but my payment along with customer service. I have made several attempts to get a return label and all they do is tell incorrect information. I have been promised over and over that it would be expedited and I would get it emailed to me that day and I was to print it and take it to Fed Ex for them to print it and ship it back but it has now been since December 1st and still no return label. Can someone please see that I get a return label? I would really appreciate it. And it really isn't making Comcast look very good with your employees not telling the truth or making the needed corrections. This would not be happening if the needed corrections were made back in October. It is very tiring, upsetting, and irritating to have to call your company every month fighting about my bill and no one caring enough to correct it. As I stated at the beginning, I have been with Comcast Internet for almost 8 years and have always been satisfied with that side of customer service, Xfinity Mobile, not happy with them at all. And not meaning to be rude, over the phone, it is very hard to understand everything that is being said.

Hello,

Xfinity was installed at my residence a month ago, firs day appointment was between 2 pm and 5 pm, 4:45 I received a notification tech was on his way.

6:45 pm a tech showed up, he said, "I was given this order 15 minutes ago, sorry."

After installation wi fi was working, next morning when I tried to install other equipment on back port of rented modem, they wouldn't work, I noticed lights on ports were off all the time.

With Xfinity tech supports for 2 weeks back and forth, they kept saying everything was ok but ports wouldn't work, very frustrated I purchased my own Arris modem/router mesh system, another week back and forth between Arris and Xfinity, both blaming each other on issues; for a week I couldn't finish installation because lack of wi-fi and or cell service in the area. Arris claimed "bad modem", to return it and purchase a different one.

I went back to rental modem in the mean time, finally somebody on tech support said I had a partial modem installed?, did something on the system, reset modem and WOW modem was working - Wi Fi and ports in the back working as well.

I had invested $400.00 already purchasing another one, when it arrived, activated and all over again issues with wi-fi, an appointment with a tech was made, window between 3 and 5 pm, never showed up but claimed a call was made and couldn't access property (I was there with front door open from 2:05 pm until 7 pm), very frustrated called tech support again, another appointment again was set up for yesterday between 3 and 5 pm, I opened the front door of the property, placed a big sign on my gate with an arrow to open gate for them not to claimed property couldn't be accessed, and sat by the front door talking to Arris tech support for 2 hours, they suggested some changes on Xfinity side to upstream/downstream settings.

I called Xfinity again to tell them about it, lady told me it will have to be done by a technician, I told her I was waiting for a tech, he should be arriving before 5 pm and she said "I am sorry but tech called/went and he couldn't access property, next available appointment will be in 3 days".

Very frustrated with service/response, we have been without proper service for close to a month. Tech/contractors claiming to show up and not been able to access property looks to be a normal practice for them, GPS may show they were there but they may as well park in a corner of the property out of sight and wait for their required 15 minutes wait and then claim they were there and leave. No "missed calls" on our cell from tech as claimed.

Very, very difficult to contact a live agent for support. I have had a problem getting technical support and was sent a faulty modem. This was a self install but it took me hours to get it resolved after speaking to no less than 3 agents. The phone number for support is not on the website and I had to google it. I had to personally take the modem to an Xfinity outlet to get a new one. When I downloaded the app it didn't allow me to configure it so I had to call again. Now I am being billed $100 for a professional install. Plus I am being billed $40 for a late payment but I have auto pay.

I called back to discuss the data usage spike in last two months "For last two months, comcast is showing spike in my internet usage. We have not added new devices and I have usage data from my router, which doesn't add up to the usage of my devices."

The person on phone kept repeating multiple times, that data usage is correct since oct, that I have my own router and that he is not going to escalate the issue. I told him multiple times that I have real time and last 30 days usage from my router and it does not add up to the usage comcast is showing. He REFUSED to listen to my reasoning, even though I have data to backup and kept repeating his point of view multiple times. He kept going in a loop and refused to escalate the issue. What type of customer service is this?! I wasted two hours of my life.

Such people should not be on customer service. Most frustrating experience has always been with comcast customer service.

Having been displeased with the overall service and customer service, especially, from Xfinity for about two years, I made the decision to switch all of my services to a different provider. I did this while in the process of moving to a new home and selling the house where I was receiving Xfinity services. I should add that I am 71, single, and working full-time as an educator. For anyone on their own that's a lot to be juggling at one time (not to mention house showings sometimes on the spur of the moment).

The new provider had completed Wi-Fi installation at the new home, and I had received their SIM card in the mail by the time I was about ninety percent moved in. (Just for context, at around the same time I received an offer on the house.) On a Thursday afternoon before leaving the classroom, I inserted my new SIM card. To my dismay, I received the error message: "SIM card not supported. Ask Xfinity to unlock your phone." I was stunned — I had no phone service! Rather than panic, I decided to simply stop at the Xfinity store on my way home; surely, they could unlock my phone... I thought. Instead, I was told there was a balance on my device, and within 48 hours after it was paid my device would be unlocked. As I drove home to pay that balance online all I could do was shake my head in frustration over the fact that in the multiple conversations I'd had leading up to my separation from this company not one Xfinity customer service person had suggested I'd had a device balance, or to make such a payment to avoid having my phone locked. Not one! Needless to say, 48 hours had come and gone before I realized on my own that I also had Xfinity devices that needed to be returned (again, never even a hint of a suggestion from any Xfinity personnel). On Sunday, I got to the store shortly after it opened at noon; was handed a receipt for the equipment and was told that I'd receive a code shortly to unlock my phone (no code was ever sent).

Why doesn't the Xfinity "script" include the most decent, the most respectful way to handle a potential ex-customer contemplating switching carriers? To forewarn them that their phone may be locked if 1) there is an outstanding balance and/or if 2) equipment has not been returned.

Instead, Xfinity has chosen the MOST indecent and LEAST respectful way to treat their former customers: lock their phones with zero warnings and let it remain locked indefinitely. As I write this, it's Monday morning, and my phone has now been locked going on 90 hours! This, to me, is a "policy" that borders on criminal behavior. Thank goodness I am extremely healthy and capable; I have family and friends nearby who are aware of this inexcusable situation.

My next very strong and explicit complaint, rest assured, will be with the FCC!

my bill was due in the amount of $250 (in which I have only Wi-Fi services) when I set my account up months ago, I was told my bill would be $130 per month. My bill has been about $200+ ever since. To speed things up, on Wednesday, 11/15/23, I paid $162.00 towards my bill. The next morning My services were interrupted, and they have indicated that there is still a past due amount, they operator suggested I apply for the low-income ACP government assistance program, as I did and to call back with the app ID number. I did so later that day. After I did that, my services were restored. the next day on 11/16/23 my services were interrupted again, so I called Xfinity and spoke with and agent in that regard. They agent told me, that my application for ACP was not approved, I was very upset and told them that the first agent already resolved this issue. The operator told me he will restore my service for a couple of day, until my approval is received from ACP. I got home afterwork, and my services was definitely restored. the next day on 11/17/23 was suspended again. I called and the operator told me my account suspended due to past due balance. I was more upset and asked him to refer to the notes because each operator is providing different details, he told me, I had to pay $97 past due, I requested to speak with a supervisor and file a complaint. the operator told me to hold while he speaks with his team, when he returned, he indicated they have granted me a 1-day extension and he will put me on an arrangement plan. He then put me on hold, and when he returned, he mentioned he can't restore my services and cannot complete the arrangement, and mentioned he has to transfer me to the technical department. When I was transferred to the technical dept, the operator asked me what I was calling about, I asked if she could read the notes. She indicated there weren't any notes, so then I explained to her the purpose of being transferred, she indicated the previous operator did not give me the correct information and my services cannot be restored. I asked her to transfer me back to the previous department, that operator had no idea of the nature of my call, so I had to explain to that operator all details of my correspondence with the previous operators, he told me I can't get an extension and I have a past due balance, I told him I was already aware and I would like to speak to a supervisor because none of the departments seem to be on the same page. That operator indicated that I will be provided a $30 credit for the run around, but it will not be added to my past due bill. I asked for a supervisor, and he indicated he does not know how long the wait will be. I mentioned that's fine, he confirmed that the credit payment of $30 has been added and he is transferring me to the supervisor. I was transferred to a line that just ranged for 5 minutes, then i was automatically transferred to a line with music and been on hold there for 20 minutes. I'm currently still on hold. I'm very upset about the quality of service from this business and needs to be addressed.

I had a phone Sim that was locked to Xfinity. I called in to get it unlocked so I can change carriers. The very first agent confirmed with me that she was able to unlock it. No other info was provided. I then tried to switch carriers and the phone was still locked. I then called back and explained the issue and was told they would need to unlock the phone by activating the mobile service to unlock the phone. They confirmed the phone would be activated and unlocked in 24hrs and that it will be canceled as well, and no payment needed. No other info was provided. I was still looking for a new carrier when I get an email stating a charge from Xfinity Mobile. I then call back and explain the situation to the agent. They inform me that the charge was because the plan was activated and never deactivate. I told them what I was told previously, and the agent told me that they made an error. That they would refund me the charged amount and make sure this time it was canceled. I asked the agent if there was anything else about the account I needed to know, and he assured me everything was taken care of. I then get another email a month later stating an even larger bill from Xfinity Mobile. I called in explaining the whole situation and was told there was nothing they could do. They stated that because there was some used data after they unlocked the phone that they weren't able to refund me the amount. I expressed that I was told the service wasn't going to be active after that initial call and that I stated clearly to each agent I never wanted the service and was going to use another carrier from the very beginning. I was never told of this last amount charged was on the account either. I asked if there was anything else on the account I needed to know and this very last agent assured me there was nothing else, but I am very concerned that I will need to address this whole situation again. Please help me.

I closed my temporary Xfinity Internet account in S. Palm Beach Florida and returned all equipment on April 30, 2023. I was due a refund of $100. I contacted them in late May to inquire about the refund status. They indicated that the refund would be $91.53 for some reason. I followed up for the refund in June and again in July. I was given a ticket number and told that it may take a month to get it. I followed up again on November 16th. My checking account had been charged for $6.78 on the closed account on November 13th! It took almost two hours to work on resolving the refund of $91.46. The refund department indicated that they needed two more business days to resolve the refund issue. I don't know if the $6.68 charge will be resolved since it was a movie charge from a new tenant at the Florida address! The account was closed May 1, 2023!

I've been on this program for two years now. Every three or four months I am kicked off because my information (due to identity theft), is used to apply for the same program is used. My credits are subsequently changed from a credit to a charge. I have to reapply, which becomes a nightmare. They can't seem to restart after application is complete.

I am at wits end. They are quick to sell and slow to address service issues.

I am 71 years old on a fixed income...I need help. After 19 years of being a customer I should be treated with some semblance of respect.

28 October 2023, I moved to a new location.

I contacted customer service to arrange my move a week in advance. Instead of being able to speak to a human being, I was FORCED to utilize the automated AI system to make the move appointment. This took close to an hour to complete, while the other utility services I moved took less than 10 minutes of my time. I requested a technician for the move and scheduled an appointment.

2 days before the move I checked to ensure everything would go as planned only to learn YOUR AI system did not properly complete the move reservation or schedule the technician appointment.

It took 2.5 hours & 6 transfers to schedule the move because your people were not only incompetent but they insisted I didn’t need a technician at the new location and I disagreed.

The day before the move WIFI was cut off at the original location early. It took 4 hours to get it turned back on, forcing me to lose 5 hours work.

The day after the move it was discovered that there was no internet hook up at the new location and a technician had to be scheduled the following Monday causing me to miss work Monday morning.

Monday the technician couldn’t access a neighbor’s property to access the pole needed to connect my home so he rescheduled for Tuesday. As a result, I missed work Tuesday.

Despite having an internet speed of 117% of the 22 devices in my home, only 3 could connect to the internet and 2 of them had weak signals, one of those was my work device.

I was offered a booster for $119 to make my equipment work properly and told I could pay for it for under $4 a month for 36 months but after it was paid for I would receive my money back.

Your customer service is incompetent and inept and Xfinity is playing games with people. I lost 18 hours of work (roughly $600) due to the ineptitude of Xfinity personnel.

If you can’t get foreigners competent enough to do their jobs, hire United States citizens who can do the job. If you’re gonna give me something for free, give it to me for free. Stop playing games with people. Making me pay for something upfront and then telling me you’re gonna give me the money back three years later is the dumbest most ridiculous thing I’ve ever heard of, it’s not only unfair it’s ridiculous games corporations play with their customers.

A great deal of people work from home right now. Hire United States citizens if your foreigners are incapable of providing necessary service so that people can do their job. Get rid of the incompetent people who speak English without understanding what they’re talking about and hire someone who can actually do the job because the people you have can’t. They are the most incompetent, Dumbest people I have ever encountered in my life.

Xfinity extended basic has less and lass channels. Been a customer for yrs. Never had one offer to upgrade, poor service, never can speak to a rep. Jus want to change more and more for less service. Seniors on find incomes are ripped off. Tried to inquire bout xfinity home, could not get rep. When idid finally misleading information. Xfinity is a rip off! There store hs awful customer service,

First of all, try calling in IS A JOKE! Customer service is useless who has time to sit on the phone for hours because comcast has over charged them... My complaint goes back from May of 2023, spoke with corporate finally, fixed the problem only to get the same over charge again. Upon calling corporate back they would not allow me to speak to the same rep that knew my situation. So, I decided to take my Wi-Fi equipment in and cancel in store, still getting charged mind you... twice in one month... I have proof... I have receipt for return and cancelation. Also, Still getting charged since my august cancelation date 8/15/2023. Now going to collection for nonpayment...

Today is 10/19/23 and i tried three times to talk to a person who could spell our last name and help me try to change my service to internet only. I am NOT happy with the results. Impossible to get someone to help with this issue. I am a senior citizen and need to speak to someone who can speak clear English.

Thank you and any help would be greatly apricated.

I tried 3 times to get home security sales. The phone system is an impossible maze.
When I finally got a rep after calling corporate, she could not understand me.
He call center, is very loud..
Was on the phone 20 min. Did not know info about home security. Kept saying hold the line.
Did not give correct information.
I called corperate and filed a compliant.
The reps are untrained and don't know the product. They make uproots, thinking you will egress with it.
Xfinity has higher and high prices, ad less service. How can you offer security., with out sales reps?
Just rude reps don't understand what you say

Good morning - I am totally disgusted with the quality of customer service I received on 10/13/23. I called for service on behalf of my disabled brother who has service under my account who resides in Baltimore, MD; I live in Annapolis. He was without service for 3 days. He tried unsuccessfully to reboot his system for connection but it failed even with customer support so we set up a date and time for a technician to come out but the technician showed up at my home even after I informed on the call with the proper location. Was unable to secure another date for another 3 days which was unacceptable. I asked if there was a technician in the area that could just check his connection... I knew it was just a 5 minute fix but to no avail that no one would assist! We as consumers pay too much for internet let alone have to be our own technicians! I'm requesting that I be compensated for my inconvenience... his service is far worse than mine. I was livid that I had to drive 40 minutes from my home to assist my brother in which one of your technicians could have stopped past his home for this service.

I signed up for new Xfinity gigabyte internet service and am supposed to have free Peacock TV for 2 years. I was on the phone with a rep when I was setting it up. I accidentally entered a 2 instead of a 1 in my email address. When that was done it said it was sending me an email to confirm. Well of course I never got the email. The Rep said he would open a ticket to have this reset so I can re-enter the correct email address. Ticket was opened and I received text confirmation of the open ticket then another saying they were still working on it. I called in today and was told the ticket was closed because it was opened as a rewards ticket. Now I'm told it CANNOT be reset and because I entered the incorrect email address I can no longer get my 2 years of Peacock.