Comcast / Xfinity
Reviews and Complaints

Americans are forced to deal with the Philippines not only with Comcast but with other companies as well. Myself and so many Americans cringe being forced to deal with these people. This is why a small group of companies understand and refuse to have them represent them. My DVR has not been working correctly for weeks yet I have to pay for nothing. You call these people and want to repeat your answer constantly . Make appointments for repair take off work lose money and time no one cares. Always an excuse for every outage which is BS. My 2 neighbors don't have the issue . Then a guy came out for 2 hours which is crazy said everything was okay. When tried to watch the program SAME BS then again forced to deal with these people. Like talking to a rock and then wanting to cancel they say have to call back in the morning. Demanded to talk to a supervisor 5 minutes later a guy got on do not believe a manager I said I wanted to file a formal complaint he kept asking I said since you refuse to file I need a reference # for a call. CLICK called back and told the 5th guy to have USA call he said he would text me I said I DO NOT HAVE A CELL PHONE. He then said he would send me some sort of link. As you expect no email. Now my wife just called me saying they sent her a text she has a cell phone but I'm THE ONE ON THE ACCOUNT IM ONE DEMENDED TO ME [protected]. They have it you can subscribe to channels however another screw-you tactic you cant cancel them or cancel your account.

I signed up for services in August. I added the promotional cell phone device, which was offered to me. I was told 15 dollars a month. When I received the bill, it said 30 something dollars. That is false advertisement. You don't do customers like that. I would never do my customers like that. If the truth can't be told, then don't offer the cell phone service. I really don't appreciate all the extra charges. The representative could've been truthful to me.

Always have trouble with intermittent service. They replaced modem etc a month ago and it worked fine until Monday Sep 25th. Finally got an appointment for today 2-5. Confirmed via chat earlier today and was told I'm still on. Get email after 5:00 that my appointment for Monday 10/9/2023 is set...Really!?

Getting in touch with these folks is near impossible. You can their main IVR and get stuck in endless loops and forced to use their assistant even though it never helps. In the un-likely event you get a live person they dont understand the basics of trouble shooting unless its listed on a script. Same if you use chat or twitter. Its like they worry more about not helping than actually helping.

My Xfinity Wi-Fi TV box stops then comes back on. My Internet speed is 1.2Gig but all I get is 300 Meg max. I used to get at least 525. My computer is an I7 16gig Ram with AX1800 modem capable of 1201MPS. Arris modem is capable of 4GB speed.

Phone (Galaxy S22) drops calls when connected to WI-FI.

This all started after network was upgraded to Xfinity 10 service in our area. Numerous attempts to contact customer service failed. Modem reboots due to BOT signal but nothing changes. Text says due to a system error Xfinity agent is unable to call back. Same useless loop over and over and over.

Additional information case 6360489 I have tryed to responded to a call wasnt clear to understand every thing pieces and bits who calling and reason for call I heard the phone no not the ext. Number ending of ext after 305 not clear. Please contact me again with clear of message not that I not responding I took it as it were zack bfrom complaint serveral months ago wasnt properly addressed I contacted his no left messsage and case no to contact me back. This rease for this email to contact regarging my concerns of idenity theft and unauthorized charge out my account. And removed off acp program thanks. Emails phon calls.

Xfinity/Comcast is the most difficult company to deal with. I guess this is why everyone is leaving them and using other providers. I have tried to speak with a Customer service agent manager to make a formal complaint and CAN'T even get pass the automated recording to talk with someone. The last agent I spoke with Karen #6015506 referred me to the main number of course so she knew that I couldn't get through to anyone.

They don't want to retain customers!

This is why everyone is changing to Netflix and others.

I have been trying since Saturday 9/23/23 to get my equipment sent to me. I talked to a man on Saturday and he said that it would be to me by Monday 9/25/23. It was not here when I came home from work. I called and one hour later I had spoke to Ann in customer resolutions and she said I should have it by the next day according to my notes. I have been told anywhere from 3 to 10 business days! Here it is 9/27/23 and still no equipment! I have been on the phone with three "customer service" agents (none that can speak English hardly) and get this one guy that says my TV doesn't work for this! Who the heck is he? I ask to be transferred to another department and get put back into the hold pattern and yet again, have to start over! So I get this woman named Crystal (that I am still waiting for a manager) that can not either A. Understand English, B. Doesn't listen, or C. thinks she can answer my questions that I have asked at least 12 times to talk to a manager! So now, 1:04:20 minutes later, I'm still on hold! The only good thing is that I have time to write this. This "company" has gotten worse since they first came on the market in the 80's (yes I have dealt that long with comcast/xfinity). I am seriously thinking of looking into another company while I'm waiting for the managers to get out of a "meeting" at 8:30 at night! your ratings in general are very low and there has to be better out there (WOW, AT&T, Dish ect). I would like to hear from a real American speaking person and from Corporate very soon. My next complaint is going to BBB when I'm done here.

I was a customefor a fullr for 22 years with Comcast / Xfinity. I moved out of state on 9/1/2023. I returned all equipment, paid off both phones and all out standing charges that I was informed of.

Two weeks later, I was billed a full month of mobile phone service, including the cost of the phone payment. I called and asked to have my credit card removed from auto pay. I was told I still owed a charge of $ 17 for a partial month of service. I paid that figuring it would be easier just to be down with the whole thing.

I then started calling back daily. Each day I fought with automated service, taking close to an hour, speaking with reps who assured me the problem was rectified. Every time i went back on website, credit card was still listed. I was shuffled between cable and mobile phone departments, now being told I still had service. One rep told me I had service open in Philidelphia I have never lived in Philidelphia.

I am writing this while on hold during my 7th call trying to get this fixed. I just looked at my phone and I have been on phone for 43 minutes and still do not have resolution.

Starting in august 2023 received notice that my equipment need ed to updated and we did... Have had nothing but problems since.. Cant ever reach a real person on a bot and a chat.. For the most part noone on the chats know what they are doing lost more than 6 hours in the past 2 days because they shut off one of my boxes.. And no service to the new equipment again... Had to stay home all day my only day off waiting for a technician for a mess up with comcast.

I have been a customer since 1/2023. All of my payments have been on time, never late. On 8/2023, my service was disconnected for nonpayment. I was informed that I was refunded 4 payments on 8/21/2023. I then looked through my bank statement I saw those 4 payments of $96.60 was indeed refunded back to my account. These payments were taken for my account for 4/2023, 5/2023, 6/2023, and 7/2023. There were funds in my account to cover all payments. Why would someone refund 4 months of payments and cause disruption to my service? I went into the local Xfinity because the phone customer service is a joke. They are not qualified to assist with anything. The young lady in the store spoke to someone in her customer service unit and was told that it was a mistake, but they were legit charges because the funds were reversed for NO reason. They said that they would NOT charge me because it was NOT my fault. On 9/18/2023 my account was overdrawn for the $389 that I was told I didn't have to pay. People have their funds set up accordingly. It is not fair that because of Xfinity's carelessness, I have to be charged an overdraft fee. I need to know WHY the funds were refunded, and who reversed the funds. It is unfair that WE the customers don't get any answers from the company. EVERYONE has a compliant about Xfinity. Can someon please advise as to why my life was disrupted when my payments are autopay?

Michelle Brooks

[protected]

on September 14, 2023 we had an appointment for service with Xfinity for a technician to appear at our home between 8-9am. At 9am we hadn't heard anything, so we contacted the. My internet had gone out 8 times in the morning and since has continued to be intermittent. The online tech said the appointment had been rescheduled for September 15 8-9am however no one contacted us to reschedule. We have been on the phone all morning trying to get this resolved since we can't meet with them tomorrow. We are losing money because I work from home periodically and can't because of the instability of the internet. We spend about $170 a month for unlimited internet usage. We are paying for a product that we can't use.

I purchased through my Xfinity account a Samsung X Flip5 for my birthday on August 7th of this year and have had nothing but problems with it since I received it. While I was speaking with an agent who was leading me step by step in the activation process of the phone the bottom portion of the screen kept flickering off and on. I mentioned this to the agent and when we finished with transfer/activation the bottom of the screen was working but less than 24 hours the screen went black and stayed that way. After speaking with at least 6 agents over a weeks time I finally spoke with someone that understood what I was saying. He sent me another phone and emailed a label to me to send the broken phone back within 20 days...I took the phone to FedEx within a week of receiving the replacement phone...End of situation? Nope. It has gotten worse. The phone that I sent back to Xfinity was sent back to me and I received an email telling me it was damaged. Well, what is going on at Xfinity in the Phillippines that this is happening. I feel like I'm in a nightmare. I received numerous messages by way of texts or emails that my service was going to be interrupted for an outstanding balance of over $1000. I spoke with an agent in the Phillippines who told me that his records showed I had a balance of $45. I paid $50 and two days later I got another disconnect notice for $70 and I paid that. I got another notice of disconnect and spoke with another agent in the Phillippines again this morning, Sept. 12th who told me that he and his supervisor had fixed everything and that there was a lack of communication between offices and that's why this happened and I will have to send the damaged phone back and that FedEx would be contacting me for a pick up time. Well guess what happened while I was on a call with a family member the call dropped. My service has been disconnected and I had to speak with yet another person in the Phillippines who told me that my service would be restored in 2-4 hours. When this mess is finally sorted out, I will be sending the phone that is currently working back to Xfinity and I will use another carrier. Your agents keep reminding me that I'm a Gold customer but the treatment I've been getting makes me feel like a brown customer...get it? I'm very disappointed with Xfinity...especially when there is no one in the US that your customers can speak with without having to push buttons for 10-15 minutes just to get an agent in another country.

I hope this email finds you well. I am writing to express my extreme dissatisfaction with the service I have received from Xfinity since I joined in June 2023. I am deeply frustrated with the continuous issues related to billing and unfulfilled promises made by your customer service agents.

I became a customer of Xfinity in June 2023 with the understanding that my monthly charges would be $95. However, I have consistently received bills that do not reflect this agreed-upon rate.

Despite contacting Xfinity every month to rectify this issue, I have received no resolution. Each time I call, your agents promise that the problem will be resolved, but the incorrect charges persist.

To make matters worse, this month's bill includes a charge of $470.02 for installation, even though no technician has come to install any services at my location. This is not only unacceptable but also a severe inconvenience.

I am writing to request an immediate and comprehensive resolution to these ongoing issues. I no longer want to deal with incorrect charges and unfulfilled promises. I expect that my billing will be adjusted to the agreed-upon $95 per month, and the erroneous $470.02 installation fee will be removed promptly.

I kindly ask that you investigate this matter urgently and provide a response within the next seven days. I believe it is in both of our interests to resolve this situation as soon as possible.

If these issues are not addressed promptly and satisfactorily, I will have no choice but to escalate my complaint to the relevant authorities and consider alternative service providers.

I appreciate your immediate attention to this matter and look forward to a swift resolution.

Neighbor had a cable buried/we live in a gated community

Obviously the trailer hit our call box and comcast is failing to see that this even happened.

We have call logs showing that the tech didnt gain proper entrance into our community/and was the only one that gained access without permission

We are asking comcast to pay for the damage to our call box

Was 400.00

Thanks

Cant get any help from the local comcast

I have been with Xfinity for 8 years and have an old plan. I would like to watch Max on demand. I have confirmed with multiple Xfinity agents that it is included in my package. I have spent hours on the phone with Xifinity troubleshooting, speaking to different level agents and I still can not access Max on demand. After a week of phone calls the Xfinity agent called Max (while I was on the phone) and it seems that Max can not find account information. It was suggested by Max that I cancel the subscription and restart it. However, I do not have a subscription because of the old plan that is no longer offered and if I cancel I would have to change everything and it would cost more. It seems to me that there is a problem between Xfinity and Max with my account. I know I am not the only one because one of the agents said she had the same problem with another customer. There has to be a way for Xfinity to fix this problem because I am sure I am not the only long time customer with this plan. It’s been three weeks and I haven’t heard back from Xfinity or Max.

I have hash my current services for 2 years. I called in to create a payment arrangement for 8/25/2023 but I was told that the system would only allow my payment to be made for 8/24/2023. I was told that if my payment was made after that date the balance of 343 dollars would have to be made. When I asked to speak to a supervisor my call was disconnected. When I called back I spoke with a representative who told me that her manager said that I would have until the 30th to pay 171 dollars. I agreed to that arrangement. But after the call ended the message I received stated that my arrangement was going to be created for 343 instead of the 171 dollars. When I called back yet again I was continuously told that the only payment to be made was 171 by the 24th or 343 any day after even though my issue was that I didn’t agree to arrangement details I had received. A different supervisor called me back and told me that he would place the arrangement for the 24th but that someone would call me later that night in order to extend my request. An attempt was made on the 24th even though I stated that I would not be able to pay at that time and a call was never received. When I called in to explain I was told the only amount to be paid is 343.00 and no one was willing to hear what had happened. I have been repeatedly disconnected and placed on hold for hours at a time in order to resolve this issue. I finally figured that I would try to establish the essential services because my son has been placed out of school for home schooling due to an injury and the representative told me that the only way to establish the services would be to cancel my previous service which I am willing to do but then he also stated that I would have to first pay the previous balance. I told him that this is unacceptable and now I would like you guys to know that this is unacceptable. Not for a 300 dollar bill. I have children and i work everyday to try to maintain my bills. Everyone has hard times at times and the customer service I was provided in order to resolve this issue really saddens me.

Well it all started on July 25 the last day of Xfinity special when you trade in your Iphone 13 or 14 you will get $800 for the trade. I asked the salesmen if I would get $800 for my Iphone 14 trade in for a new Iphone14Pro, He told me yes thats what the promotion is, so I told him lets do it. I have spent many hours on the phone with customer service and asked them when will my bill be credited for $33.33 each month for 24 months for the phone and my bill will go up $12.50 for 24 months. My bill has gone up $45.83 the full amount of the phone. Call customer service on Sept 5 asking them when the bill will change, she told me that I only get $400 for the trade in. I have 3 copies of chats I have had with customer service and they all tell me I will get $800 for my trade in $33.33 credit for 24 months and my bill will only go up $12.50 per month for 24 months. Now who do I believe, if that was the case I would only get $400 for the trade in I would never have done this deal. Again 3 agents tell me I am correct but other agents tell me no. Either way I have been lied to many times just to sell a phone. Help me get what the 3 agent told me. I have copys of the conversation from the 3 agents if I need them. Thanks for reading this Bill Fallat

My name is Regina Lawhorn. I am calling about my account with my husband ...Derek Lawhorn being the primary account holder but I am allowed to speak on the account meaning that I am the one who make sure you all get paid. I made an arrangement earlier in August to pay my bill balance of $169.03 which was not an autopay nor a scheduled payment in which someone lied and stated that it was. I call BS!.As long as we have been a customewr we have never ever did autopay because of things like this. On 08/30/2023 I paid my balance from a different and on the 08/31/2023 someone went in from Xfinity and took the same amount and when I called I spoke to a JO from Billing which was not any help and I was told too bad so sad do a dispute with your bank where my debit card would automatically be closed and then wait 7 10 business days for another when it was totally Xfinity fault and not to own up to it ..IS DISGUSTING! and with over 23,000 complaints within the last 3 years you would think you all would do better. I finally called back and ADaryl who supposedly refunded my money..But I am done with Xfinity..Next thew BBB.ORG

On July 24th I went to the Xfinity store located in Battle Creek, MI (store # 55). I returned two Samsung Galaxy S22 Ultra. While the agent was doing the returns I received two emails that said that the refund was approved. My bill showed the remaining balance of the two devices and the agent said they'd ship the phones to the warehouse and then I'd have the refund directly in my account within two weeks. After nothing happened I started calling/chatting customer service and they said that there was no recor of the phones at the warehouse. One representative asked me to go to the store and let them know that I'd contact the fraud department if they didn't solve my issue. The agent went to the safe to look for the phones, but they were not there (apparently there is no record of the devices having been shipped to the warehouse or received by the warehouse). She said that I should have never had the remaining balance charged in my account. She called Xfinity and they created a ticket (ECM0009464355) to remove the charges from the account within 48 hours. After two days nothing happened. I called the fraud department and they said they'd help me. They transferred my call to the mobile department and the agent said that they had to start and investigation. She asked me to go to the store (which I denied, because I already went there with no luck) and look for the same representative I returned the devices to. If you are supposed to do the investigation, why do I have to go to the store? She also said that I have to pay the bill ($1295) and that Xfinity was going to help me pay the bill in several months. I got very upset because I don't have the devices. She kept saying that it was the protocol. Your protocol was also not to charge me those devices that I returned. During this phone call ticket #ECM0003604227 was created. I kept calling the fraud department and they kept saying that they were going to waive those charges. However this never happened. The last person I spoke with on Friday, said that my due date (September 11th) was going to be postponed while you do the investigation and proceed with the waive of the device charges. She even said I could go right away into my account to double check it. I made the mistake to trust her (she said multiple times that I could rest assured that the waive and the due date postponing was going to happen). This morning I decided to check the account, and nothing has changed. I have also tried to remove my credit card on file and / or the auto pay, but it doesn't allow me to do this. I need this issue to be solved as soon as possible.

In April 2023, I placed an order for service with Xfinity for ph. and cable service. When they came to service, they were unable to provide the cable said I did not have a line. I cancelled the order when I canceled the order, they were to send me a return label for the ph, that never happened. Since May 2023 I have been charged $18.74 a month for this ph.

I have called to get the label 4 times and each time they say they are going to send, and I never get it the label to return. The last 2 times once I was told to send back and was giving an address. I did that and it was sent back to me return to sender. I called back again they said it had to be returned through UPS or fedex can't remember but I'd have to pay $35 because it was late, still no label. Is late because you have not sent me the label.

In addition, I asked them to take my card off file this was the first time I called, and this did not happen. It takes forever to get some on the ph and go through this over and over again no to mention you have to keep explaining because no one understands. Not to mention I spent another 10.20 sending it back only for it to be returned and when I called back was told that was all wrong information.

Acct. #[protected] was given when I spoke w/rep along with mail address of 640 s mount Joliet rd., mount Joliet, TN 37122 to send it back.