Comcast / Xfinity
Reviews and Complaints

On October 13th I logged into my xfinity account to see my bill and make a potential payment. I then noticed they were attempting to charge me for a month worth of services I never received. My xfinity has been cut off due to non payments. I have no problem paying what I owed but to see that I have to pay for services I did not received is a problem. I proceed to talk to a representative and notify them of this issue and they told me "I'm so sorry we don't have any control and cannot do anything about this" they then later on say "I can have your services cut on if you agree to pay this much by a specific date" I told him no because why would I pay full price for half a month of services. He then gets his manager and they tell me "I completely understand the problem but you have to pay the balance and it's nothing I can do." I then do a survey at the end stating the experience and how I would not recommend xfinity to anyone again. I then get a missed call October 14th from Comcast at 11:54am they leave a voicemail stating "this is in regards to my comcast account and please give them a call back". I then get another call from Comcast today October 15th at 11:19am in which they leave the same voicemail, this time I call them back thinking it's in regards to my issue and survey since they asked for a good time to reach me during the survey. A representative answers gets my information and says my balance and ask how would I like to make a payment. I inform her I would not like to because I am not paying for services I did not receive. She then agrees to transfer me to someone else and I get transferred to an automated message requesting a payment. I then wait until I can talk to another representative and a lady named Marquetta answers. She then asks about how would I like to make a payment. Once again I let her know the issue and she says oh "you only need to pay the past due balance for services to be restored." Then states that I have to pay before it is sent to collections which it is scheduled to do on October 13th. I let her know that's not the information that was originally shared with me nor was I told this was getting ready to be sent to collections and I would like to speak to a manager. I then wait but at this point my lunch break is over from being on hold for to long and ask can I schedule a call back. They agree to call back at 6pm and the manager that should be getting in contact with me name was Kelcy. 6pm comes and I don't receive a call back so I call the same number back again. I talk to a representative named Poli and I let her know I was suppose to receive a call back at 6pm and never did and would like to speak to a manager. She proceeds to get a manager. The manager that I am currently suppose to be speaking with name is Kirk. The manager answers and I let them know the issue as well I was suppose to be called back at 6pm and never received a call. She begins to tell me she is not sure why they would say the balance is this or that. As I begin to tell her I have been told wrong information and I will be filing a complaint with the CFPB she then states "I don't know why they would say that and I'm sorry and says how xfinity will charge me for the whole month but I would be credited next month". I then proceed to let her know that they are withholding information from me because this was never communicated from anyone I originally talked to and everyone is saying I need to pay a different balance. One person says I need to pay the total one person says I need to pay the past due. So in total I done had 4 people tell me different things and all they can say is sorry but not once did anyone bring up you will be credited just you need to pay this amount and how would you like to pay. She also states well if you would like to file a complaint I need to due so at Xfinity.Com. I asked so you all don't have a customer service and she states no they do not. So this whole time I been trying to resolve this issue they only been trying to have me pay the debt and not once did they bring up I need to go to Xfinity.Com for my complaint until I brought up the CFBP. So we get off the phone and around 6:47pm I get another call and it's a manager at xfinity. I let him know that they were suppose to call at 6:00pm and at this point I already talked to a manager and will be filing a complaint with the CFPB and no longer wish to be a Xfinity customer. He says "I'm sorry to hear that and have a nice day"

** Below is the Email sent directly to CCT Underground, as well as Hidden Valley Lake Property Owners Association. To be sent to Indiana Utilities Regulatory Commission if not fully remediated in 7 days.

Good evening,

Following the completion of a telephone/internet service installation to my neighbors residence, my property was left destroyed and an extremely weak attempt at restoration was completed today, October 15, 2019.

First, the crew attempted to bore the line across my front yard, which would make me responsible for future damage should it occur, rather than staying within the utilities rights-of-way which is in/near the road base, which would also require drilling the service directly to the home's utility entry point at a 90 degree angle, or as close to it as feasible, as per standard. While drilling, the bore machine operator bored directly through the water line to my home. The crew went to Arts Rental and got a small excavator, tore up and uprooted the grass throughout my yard while digging up their mistake, and piled dirt against my landscaping stone/decorative wall rather than the 40' of yard on the other side of the excavation. Bricks were shoved back and the balance of the wall has been compromised.

While backfilling, they didn't pad the water service with sand and dumped dirt directly on top of the service, which had a ~1ft gap below the plastic waterline and fittings, followed by slamming the bucket in an attempt to pack the soil. The issue with this is the plastic water line with 2 new fittings was not supporting and undoubtedly will not last without leaking following the unconventional tamping and as the soil naturally settles over time. The crew insisted on backfilling with waterlogged slop for soil from the water leaking for so long, which with the freeze/thaw coming in the next few months will make proper soil settlement nearly impossible. I assume this is intended to be a temporary repair and CCT Underground will hire a licensed plumbing company to replace my water service from the meter to the house in the very near future. Please advise.

Also I've attached pictures of how my property was left. While reviewing, keep in mind this is damage incurred due to an issue from a neighbors disrupted service and had nothing to do with me... initially.

A list of things that I expect corrected, or scheduled, within the next 7 days include the following:

- Water service to my residence that was damaged and improperly backfilled must be replaced with new waterline from the meter to the house, making it one continuous waterline as it was before CCT improperly attempted to install a service outside of the right-of-way and across my front yard. Work to be done by licensed plumbing company, bonded and insured.

- Oil stains from the bore machine throughout the property and on the public roadway, which is fully funded by residents via Property Owners Association. It's not the property owners responsibility to repair damages caused by CCT.
- NOTE: Oil stain damage/contamination also extensive in decorative gravel at/near the mailbox of my residence, which is now draining into the waterway causing an environmental concern. This should elevate remediation to an urgent level.

- Drilling mud from the bore machine throughout the decorative stone lining the waterway in front of my residence. Existing stone needs removed (as I had done a month prior to this mess) and dirt needs removed, new stone needs placed with Geotextile fabric between the soil and stone.

- The 2nd day/2nd attempt at boring the service in was done OVER a secondary culvert on my property at near-surface level, resulting in a large hump in the ground (indicating the service is not installed at adequate depth per state requirements). Due to the bore machine sitting on top of the culvert while installing the service, the culvert was also damaged by the weight causing it to be out of round, making it structurally susceptible to future damage due to structural damage. The culvert needs replaced, new topsoil/grass seed (sod preferably due to seasonal timing) and the service that was just installed needs relocated to a depth to protect the utility per code.

- Damage in 2 areas of my cement driveway (see pictures) that need replaced. Considering the angle that the bore machine operator chose to take in order to position the machine in my decorative gravel in the first place, and due to the damage to my second culvert as noted above, along with the amount of drilling mud settling in the culvert, the culvert under the cement driveway and the cement slab over the culvert (up to the closest engineered join) require replacement to ensure water flow and driveway reliability.

- While originally positioning the bore machine, the asphalt on Beechwood Cir within 2' of my driveway entrance was compacted causing a rough driveway entrance that was not there prior to CCT performing work. 2'X Width of driveway needs replaced to ensure road functionality.

- Yard restoration where the bore machine, excavator, and bore rod uprooted grass and damaged topsoil must have topsoil replaced, and seed/straw/fertilizer applied (again, sod preferably due to seasonal restrictions on grass growing before winter/freeze.

- Decorative landscaping wall that is now leaning needs replaced by a landscape professional, as we spent multiple thousands of dollars to complete landscaping in the last 2 years. I'm willing to meet with the landscaping company of your choice to determine timing, but I do not expect CCT to replace with a mismatch in brick/material.

- Beechwood Circle road asphalt needs decontamination of oil from the bore machine at minimum, but I will copy the POA on this email and allow them to make the determination on what's required regarding such oil spills and soil contamination leading into local waterways.

I hope CCT will restore my property to what it previously looked like prior to your crew doing such a disappointing job in installing a simple service. You may reach me by text or call at [protected] or email at Grubb.Tyler.[protected]@Outlook.com. I'd rather not have to escalate the matter to the Indiana Utilities Regulatory Commission, but I do expect full, complete, and timely restoration service.

Tyler Grubb
898 Beechwood Circle
Lawrenceburg, IN 47025

I set up and finished payment for a WiFi On Demand pass on last April, but I could not use it because I was not aware that under the same address there was another active Comcast account in use. Because of the poor connectivity, I helped to cancel the Comcast account and set up a new one under my name (user name: yaong_chen). I did not realize the WiFi On Demand pass was a recurring service until July, then I reached out to Xfinity representative and terminated the On Demand service. I didn't use that WiFi service at all but I was charged for three months without being noticed. I called in for a refund request on July but I didn't make a deal with the representative, while she promised someone would call me back shortly regarding the refund issue. However I did not receive any call from Xfinity, which made me call in again twice in October. In the first time the representative said her supervisor will contact me just because she cannot deal with the refund request for more than 90 days, but I did not receive any call again. For the second time, the representative was kind of rude and disregarded my refund request simply because it was beyond 90 days. I cannot accept this explanation. She said her supervisor will contact me within today, but again I did not receive the call. What a GIANT company Xfinity is!

On October 12, 2019, I had an appointment for a technician to come out between 8 am to 10 am. Also, I received a text message at 8:42 am confirming Xfinity tech is on the way and will arrive soon. At 11:20, I called Xfinity and spoke with Jasmine to inquire about the status of the technician. I was informed that the automated system had canceled my appointment. Jasmine stated, she had contacted a technician and someone would come out later in the day. The technician never showed to replace the Gateway for poor WIFI service that is NOT connecting to the three PODS that I purchase to help deliver more consistent WiFi coverage throughout my home! After speaking to another agent at Xfinity, Isaiah, he told me that another appointment had been scheduled for Monday, October 14, 2019, between 10 am and noon! This is ridiculous! In as much as I dislike using "despise, " I truly despise Xfinity and their poor service!

Dear Comcast/Xfinity, The survey I completed may not have reached you yet, so here is my review of your service.
For a bit of background the offer you made over two years ago, was a deal that I could not pass up. (Thanks)
Since that "deal" was offered, I have had to call Xfinity every year to plead my case to say somewhat within that monthly price. It is important to note that I DO NOT have: HBO, Showtime, Starz, The Movie Channel, Cinemax, or any other Premium sports channel.  I consider what I have is basic stuff and I was promised the cable, the TV, and the phone was to be bundled. Earlier this week I was forced to call your company to reconnect my service and the rep. David said after an hour pulse of conversation did restore the service for 10-days, which turned out to be only 24-hours. David did admit the phone was NOT bundled as I requested and the Nexflix was added he said by me via the box. But to stop the service I had to do more WORK by calling Xfinity for an additional hour? The next day, I was back on the phone, and handed off the three people, and was finally sent to the "so-called" Loyalty department? So, I have pay online what felt like  extortion  (noun: extortion; plural noun: extortion the practice of obtaining something, especially money, through force or threats.)
As it stands, I don't really know WHY Xfinity?  What are you doing for me to justify more and more and more money without doing anything additional?  Avargecost for bundle service. Can anyone somehow justify the milking for the service... I don't think so.
This is my review of your service

Fechei uma ordem com a Atendente Elisa, ela me deu a opçao de internet com tecnico ou sem tecnico, e eu aceitei sem tecnico.No dia seguinte ela disse que deveria vir um tecnico aqui, por ter 2 anos sem intenet nesse endereço e me deu opçao de escolher um dia, eu a perguntei se o técnico era free, ela me disse que eu tinha que pagar $29, 99, eu nao aceitei, por que ela ja havia me dado a opçao sem tecnico, ela deveria ter verificado isso antes de me dar a opçao, ela me ligou, eu deixei bem claro q nao aceito pagar um tecnico, e ela foi super grossa comigo, e dizendo q eu q estou perdendo, por caisa de $29, 99eu iria perder internet nesse valor promocional, e eu disse q qm perde e ela, pq p mim internet tanto faz, nao ligo de ficar sem.
Muito grossa, e ainda me passou preço errado.

I spoke to 5 different agents about my bill because my cable and internet was out for 13 days because a tech came out to connect my neighbors cable and unhooked my cable and internet. The 4th guy I spoke with about my credit was very rude and hung up in my face which is very unacceptable! No one would even let me speak to a supervisor I was told to leave alone and be grateful I was getting a credit which is something that should not be told to ANY customer! I'd rather get services with another company before I let this company talk to me any kind of way and not give me the proper credit I'm due!

On my third cable box and still not working. Sound and picture drops. Call customer service and get run around to confirm my account. When I ask for a supervisor I'm told they are busy. When asked to transfer to USA told she can't transfer me. When I tell her to cancel my service. Oh now she can help me. Which she can't. Now a tech is coming two days from today. Why can't you get good equipment and use people in the country where I live.

Driver ID; HE2025

I was driving on I 25 North when an X finity truck with the above ID got in back of me as I was passing a semi. The speed limit on this highway at 75 miles an hour and I was going 80 miles per hour. The Xfinity Driver was practically on my bumper so I slowed down. He flashed his lights at me and I continued to pass the semi. Once I moved over so he could pass me, he proceeded to flip me off. I sped up to catch up to him to get the phone number off of the back of his truck to call but the number led me nowhere. He was going at least 95 to 100 miles per hour. These drivers really should watch their behavior when they are driving a company truck

Since restoring service every piece of equipment provided fails with repeated issues. I have replaced hardware television boxes over SIX times. Because of these failures and comcast capability of resolving, I tried am M-Card in a user owned box. Three M-Cards later, repetitive failures of these M-Cards to provide programming I pay in excess of 185.00 for EVERY MONTH. Customer service can't resolve ANY issues because the HARDWARE and the SOFTWARE that operates the systems IS SERIOUSLY FLAWED AND NO ONE AT COMCAST IS CAPABLE OF CORRECTING IT.

I started service in February of 2019 in Kennesaw GA. I was given a tablet to sign up for the services. I did not recieve a copy of the contract which included a 21 month sign up.
I moved to Lawrenceville, GA in July and was told that they did not serve the area that I was moving to. I had to get new service in the area i moved to and I was told that I would have to pay a fee for breaking the contract.

#1 I would not have signed up for a 21 month contract if I had known about it
#2 xfinity says they move you in all their ads, yet you move and they don't do so.
#3 I have spent hours talking to different places customer service and in the store and each time I am told that this place cannot wave the fee. i believe they send you to so many different places thinking that you will give up and pay the fee.

This is a complete run around. No one has the ability to do anything about this problem. If comcast does not service an area how can I be responsible for the fee? This needs to be researched . at this point it is not the $307.16 that bothers me as much as the false advertising and run around that they give the customer.

Can you please put that irritating gay drug commercial on the gay channel, where THEY can see it? I don't care to see it at all, let alone 3 or 4 times in one program. Seems that every channel I watch has it, over and over and over...

It is already irritating that you lied to us in the beginning about "no ads since you are paying for the service." BS...

Not only do we have more ads than I remember on broadcast TV but they are more intrusive.

It is this very culture that is creating and sustaining the "cut the cable" movement.

No pictures on several channelsCodes"Soaoo" on several channels tonight tnt...travel ...game show network varies which channel it affects. Sometime it is western channel ...inspirational...gameshow network...nooo set pattern of channels. You all expect me to pay the bill butttt the service anymore is terrible. What is the problem. We cannot plan on watching any program or movie because it might not be available. We will be watching a movie and it goes off the air. I am NOT going to continue my service if the problem isn't fixed.

Dear Customer Relations,
I have been a customer with Comcast for years providing internet service to my home. Lately I have went through multiple events that have consumed a tremendous amount of my time, absence of work-related transactions, even lost a client's business due to not having internet access in and out for over a month and then not at all for 2.75 days. Here listed below I have logged and listed an average of the time and days spent throughout these undesirable events due to Comcast Customer Service Reps. Some of these calls I was hung up on (or disconnected) and if that was the case why would they not have called me back to continue which they did one of the times. The first technician that came he looked outside at the cables and repaired something that I had nothing to do with. The second technician that came out, did get my internet going, but after he had left, I realized that my WIFI was not working. From this point on, Comcast on phone told me it must be my personal router. I spent over 2 hours on the phone with Linksys, and then went and purchased a Netgear router for $288. Had THE SAME RESULT after spending over an hour on phone with Netgear. Called Comcast back, and come to find out, there has been an "OUTAGE" of internet service in my area for a significant long period of time. I did not need a new router. I went to comcast on Thompson Lane, picked up an Xfinity router/modem as well the technician said I could try a cable box and bring back in 30 days if I didn't want to continue the service.
KEEP IN MIND: I was GRANDFATHERED INTO MY PREVIOUS INTERNET PLAN PAYING LESS THAN $60/MONTH, AND THE COMCAST GUY ON PHONE TALKED ME INTO UPGRADING TO GB SPEED TO SEE IF THAT RESOLVED MY PROBLEMS FOR AN EXTRA $20/MONTH WHEN ENROLLED INTO BILL PAY AND GETTING THAT DISCOUNT. IF I DIDN'T LIKE IT I COULD REVERT BACK TO MY OLD PLAN. I MADE THIS VERY CLEAR ASKING 3 DIFFERENT TIMES AND GUARANTEED THAT I COULD. COME TO FIND OUT ANOTHER DISAPPOINTMENT, I WAS LIED TO YET AGAIN. THEY WOULD NOT LET ME GO BACK AND STILL HAVE YET TO GET OVER 400MBPS WHEN PAYING FOR GB INTERNET SPEED.
I called again yesterday (August 23, 2019 @ 5:00 pm) and spoke with a super nice gentleman named Anteveio K. for a length of 1 hour, 3 minutes, and 42 seconds. He escalated this situation to his supervisor to have this resolved the easiest way in a timely manner. He was scheduled to call me back at 10:00 am this morning (August 24, 2019) and I did not get a call back. At this point, it seems that I am out of options other than just going to the Comcast store and seeing if they will do anything about all of this.
Hope to have a resolution to compensate me someway somehow for all of the hassle and time it's caused me, from missing out on clients for work, as well as time with my children.

Every month I make an agreement with comcast to pay My bill between the 2-4. I live with a friend who helps me and the bill is in her name but part of my responsibility for living here is paying that bill. I never have a problem because that is when I get my deposit on my direct Express card.
On aug 2 2019 I made a payment through the Comcast app for the amount of $169.23. They accepted it that everything was ok. But the next day another charge was take out for the same amount and I did not authorize it. I need that money back. I live on $760 a month but now I can't pay my other bills. Please help me

Melanie Jackson

I have been a customer of Comcast and its predecessors since the service was introduced to the suburban Chicago Area. I have had a Premium channel subscription. Recently, some management at Comcast made a decision to replace our Cinemax channels with a channel package called Hitz. Apparently, we the Consumer, are at the mercy of whatever haphazard decision is made at your Corporate level. You can replace a package of channels at will and give us a package of channels that we do not want and that we do not have any say in. In talking to a representative we could have had the Cinemax package but it would have been at an extra charge. This is ridiculous. We did not want the change, did not authorize the change and WE SHOULD NOT be charged extra should we decide that we want this service restored. This is not the way to retain customers to your service-especially with the consumer cutting the cable cord and researching other streaming options for the service. You should make a change to your policy and not make these changes without the Consumer having a say in the matter. Apparently you do not value you consumers very highly as these types of decisions forfeit any type of loyalty one may have had with your Company.

I live in the 16101 area, 13 miles from boardman, ohio, 16 miles from youngstown, ohio and 20 miles from mercer, pa. You want me to rely on news that is 56 miles from my home in pittsburgh. Pittsburgh news on all three station give me more news about places 100 miles from my house. You have gotten rid of all of the youngstown station that you carried, i really did depend on the youngstown station for my weather and any major new story that happen in or around new castle. Pittsburgh station just give you a short blur of what is going on in new castle. Would love to have at least one of the youngtown station back.

I have been through another tortuous experience with Comcast Tech Support.
Thursday 8/1 around 8:15 pm my TV service went out - "No Signal" message on screen.
I called Comcast. The automated service sent refresher signal to my cable box. Comcast sent text asking if problem had been fixed. When I replied "no"; Comcast sent text saying an agent would be calling.
Comcast called about 10 minutes later. I was immediately put on hold for 5 minutes.
Agent came on line; sent out refresher signal two or three times; did not fix problem;
Then Agent had me switch HDMI cable ports; still did not fix. Agent then said the problem was with my HDMI cables. I explained the cables were fine had been working fine and continued to work fine for my ROKU box.. Agent then said a Service Tech would need to come to house and set up an appointment for 2:00-4:00 Friday 8/2 afternoon; also Agent said he would issue credit to my account for my troubles.
Friday 8/2 3:00 no one had come, so I called Comcast to confirm I was still scheduled.
Agent who answered, said "I can fix problem by sending out a refresher signal" I explained Comcast had tried several times previous night and I was calling to confirm that a Tech was still scheduled 2:00- 4:00 that day. She replied there is no service call scheduled for you. The earliest someone can come to your house would be Monday 8/5. I said that was not satisfactory because I had been promised Friday 2:00-4:00. She said, "Let me check with Service Manager and I will call you back."
She never called back.
I called Comcast back. The Agent who answered said, "I can fix your problem by sending out a refresher signal." I again explained what had already transpired. She then said a service tech would be scheduled to come to my house Sat. 8/3 between 1:00-3:00; and that she would issue a credit to my account, for my troubles. I asked to speak with manager to lodge a formal complaint. Joseph then came on the line. I explained the whole process to him again. He apologized profusely; confirmed that Sat 8/3 was best that he could do and that he would issue a credit to my account for my troubles. I told him that the two previous agents had made the same offer. He replied: "I will issue an additional 20.00 credit."
Friday evening around 7:00 Comcast called. The lady on the line said, "Mr. Daniel(my name is Daniel Kim) I understand you have a defective Cable Box and Controller." I said, no the reason for my initial call was that the cable TV went out and I have a "no signal" message on screen. She replied well your problem is fixed now I show a strong signal to your box. I tried the TV and there was still no signal. She then insisted the problem would be fixed by using the TV controller and changing "Input" selection. When that did not work, she then insisted something was wrong with my HDMI cables. I told her I had already been through this several times with Comcast and that Comcast had earlier decided to sent out a technician.
She then asked, "Have you had any lightning storms?" When I said yes a number of storms recently. She said: "sometimes the cable boxes will get burned out by lightening let me check." She checked and said, yes it appears the box has been damaged. I can give you address of nearest Xfinity store where you can take your box in and exchange. I replied no that I wanted the service tech to come to my house as scheduled.

It is now 1:23 and Tech has not arrived yet. Earlier I found out that my sister-in-law had same problem and a service tech came out and replaced the cable box for her. The tech told her that they had had to replace a tremendous number of cable boxes in this area due to lightning damage! Why on earth did your agents not know this and immediately correctly diagnose my problem?!