Comcast / Xfinity
Reviews and Complaints

Comcast Internet Services has the worst customer service I have EVER dealt with. It all started 3 weeks ago when a contractor doing work at my neighbors house (where the Comcast utility box is located) cut the DSL line which goes from the Comcast box to my house.

Since then I have spoken to Comcast's customer service dept. over 15 times, they have sent out 7 different technicians and I still have the same problem, their cable line has not been burried and is run over my fence and through my deck.

The latest situation happened earlier this week. We hade an appointment for a "line crew" to come out & bury the line on Tuesday 6/21. O crew showed up Monday, took a look at the problem & said they'd return Tuesday 6/21 to do the actual work. I called Comcast on 6/21 at Noon, 5:30PM & 8:00PM as nobody from Comcast showed up or called. I was told on all 3 calls that I had an open ticket and that a tech. would be at my home by 9PM. When nobody showed up, I called Comcast again at 9:30PM and was told my appointment was recheduled for Wed. 6/22. My wife took ANOTHER day off from work Wednesday, we called comcast at 12:30PM, 5:15PM & 7:30PM & were told a tech would be arriving by 9PM. I called back at 9:30PM when nobody fromn Comcast showed up & was told that the tech. called my cell phone at 7:00PM to reschedule for today 6/23. Of course this was totally false, a lie... When I pointed out that I called after 7:00PM and was told I had an "open ticket" & that a tech. would be out by 9PM. The customer service rep. apologized and did not have any further information for me excpet that they would be out today between 9AM-9PM. He also said his "supervisor" would call me (last night) with an explenation. Of course, nobody called last night.

Today, I spoke with Rudy Arochena (supervisor) of the deptmt. which is supposed to come out to my house for the job. He had no explanation and said that it appears the job has been rescheduled for TOMORROW 6/24. When I complained "LOUD ENOUGH", he said he'd have someone come out today. They are supposed to call me prior to coming, however, I won't hold my breath.

Unfortunately, I don't have any other DSL options where I live or I would have switched providers a long time ago.

If oyu are considering ordering Comcast Internet Services, do yourself a favor and DON'T DO IT! They are HORRIBLE!

The service keeps going out and I need to call to have them reset my signal and then wait 30 minutes before it is corrected. this happens every 2-3 weeks for the last 6 months. I noticed a lot of my neighbors going to U-Verse but I stuck with the Cocast because i have a bundle with internet too.
Every time I have to call them I go through the horribly long menu that tells you to enter info ...and them says it can't help you and will connect you to a rep!... I think it's really a way to stall the phone call so you don't realize how long you're on hold... how can it NEVER have the info?... It even asks me EVERY time if i would like to take a survey leaving my feedback after the call - I always say yes- but never get the survey call! ... Then when I finally get rep they have to go through the entire same process each time and I have to wait 30 minutes to have my On Demand corrected.
Now I ca see why, when U-Verse came out and Comcast starting losing a huge percentage of customerse they started advertising like crazy and trying to call themselves XFinity.
Have you noticed that Xfinity has exactly the same offers (with exactly the same customer service) yet they are trying to get away from the horrible Comcast reputation and using tv commercials to tout good customer service, yet the didn'T hire any new staff to help with backlog of complaints and issues AND they didn't change or improve anything about their actual services.
They just spent their money on TV ads and PR for the new name of Xfinity.

My digital cable has been messed up for months, on May 26 the picture locked up. I called on May 27 and reported the problem (I had 20 people coming to my home that morning to watch UVA in the ACC tournament). They scheduled an appointment for May 28 (first thing in the morning). A technician named Travis came to my home at about 8:45am
and changed out my box four times and nothing worked (he was awsome) he thought that there was a larger problem in the main line. He called back twice during the day to check if it was fixed, it was NOT. Travis stopped by again later that afternoon to check again and still the box would not load, he went outside to check to main line again and after only being outside for 5-10 minutes several of my neighbors came out to ask hif he was here to fix the cable. Travis called this into his supervisor and he sent out trucks to check the main line. Those trucks were outside for about 30 minutes and left. This problem has never been resolved and I was told someone would come today to check on my service, NO ONE SHOWED UP and I stayed home all day waiting. It would be nice to be kept up to speed on what is going on with my cable service.

Comcast unilaterally raised our rates for phone & internet bundle $20 with another increase coming soon, so we switched the phone part to Consumer Cellular. It took Comcast 3 1/2 weeks to port out phone # over to them! I filed a complaint with the FCC and in their letter defending themselves Comcast claimed the day after our # was ported over I phone and wanted it changed to a different #. The number given was the # Comcast gave US that we were told we would have to use for a week until the porting was completed. Meanwhile we could not access our voicemail and callers thought they were leaving a message when they called but we couldn't get it.
I switched both phone & internet to Qwest because two salespeople called in person at this time and lied that Qwest service would be at a faster rate and cheaper too. It was half the speed I had with Comcast and constantly down. Both carriers are opportunist liars but they are all we have and we're stuck with one or the other for now.

We have had Comcast for years and have been pleased with it except that the bill keeps going up, way to high. Ever since they switched everything over to Infinity I hate it. The remote drags when you try to change channels. Ir hangs up on certain channels and will not change at all. It is good for someone that is interested in sports, but I hate sports. I want my old box back. I am even thinking about changing to another cable service. My son has already done, they hated it also. I truly hope they lose a lot of business with this new venture because this (Infinity) is a piece of crap.

had service installed on dec. 23, 2010 . had no phone service when installer left house, no idea how to operate cable box or how to setup internet business address. From Dec. 23, 2010 until today 5/11/1011 this small business has had 50 day of uninterupted service. we have had countless number of repairment to the business, lines replaced, equipement replaced, singal boxes at the poles reprogrammed and adjusted. What amazes me is that we have not had one month of uninterupted service and yet they are saying we have a bill of 590.27 due. When asked what for they say our service. I have asked what service. By my calculations we should have a bill for a month and a half of service. This is a small business that has lost business due to down phone lines, spent money for other internet access, had to spend money to print out bills at another place. resorted to paper billing that cost in material and postage, delayed payments due to no internet service. And yet they think we owe them money . If any small businesses in Little Rock are fighting with comcast over the same problems contact us so that we may present a case for the attorney generals office, utility commisssion, and BBB, and communication board. [protected]@yahoo.com

I recently called to add HBO to my cable and what they failed to tell me (until I got the bill) was that there is now a $5 "change of service" fee! So, in order to add things, anything, to your cable/phone/internet with Comcast, they will now charge a fee to charge you more! I know it doesn't make any sense so I asked to speak to the supervisor which the rep refused to let me speak to stating he would have to put in a request. I have not heard back yet but I am requesting to have the fee removed as I was not advised at the time of the change. FYI - the rep stated there would be no charge to remove features, just to add them.

We own a veranda unit in Naples Florida and have subscribed to Comcast for our bundled services. After leaving Florida on the 29th of April 2009 I had placed our services on vacation mode. No representative of comcast explained to me that you had to stay away at least two months before you could have it turned on again or pay $90.00 per month retroactive to April when I left.

I then told comcast that I did not want there telephone and internet service. When Embarq the phone and internet provider went to turn over the lines to there Co. We were having a major problem in getting the service to work.

Embarq quickly sent out a service manager to see why they could not correct the problem from there office as they normally do. When the service man looked into the box where the cable is in the house he noticed that when comcast came to install there service into my residence where Embarq was originally, instead of just disconnecting the telephone line at the box they cut the wires, and embarq had to rewire the service.

I tried to get another cable co. to serve me with television service, I was told that comcast is the only company that can supply Television service. Is this not a MONOPOLY, how can this happen in America. We are being held hostage to a cable company who doesn't care.

Comcast hired some third party partner to do unauthorise business with their customer. I had service with comcast for 5 years now without lease. They set me up by changing my account information base on the plan, and charge me over for upgrade service which I didn't give them permission. I called them many times and they pretend that it never happen. I asked them to remove the charge but they stay still add on by behalf of their mistake.

For going on 3 years now (as of Sept) we have experienced weekly outages with our phone and internet service. Comcast has acknowledged a problem in this area but how long can it go on without something being done to resolve it long term. And we can make several reports in a week yet we get no credit and are paying a premium price. We don't mind the price "IF" we would get what we are paying for but we are not. We live only one mile from our office and experience the same problems there. This is totally unreal and if we knew who we could switch over to we would do it in a heartbeat. That is sad because we don't want to change!

My husband works for Comcast, and until recently it was a great job. Now however, he is always scared of losing his job because of things that are NOT in any way in his control.
I understand that business is all a numbers game, as I work in a fast growing company as well. However, there are things that are beyond the control of the team members. I understand probably better than most consumers about technical issues, as I work in the programming department of my company, and most technical issues are programming issues. But to base the team members employment status SOLELY on numbers, instead of taking the time to LOOK at the CAUSE of the numbers is unethical, and can lead to huge lawsuits for wrongful termination.
Rollbacks are counted against the installer for first 3 months of the new customers’ service. There are numerous NON HUMAN ERRORS that would cause rollbacks. For example, the new guide upgrade. The issue was known that it could brick out a fair portion of boxes, which it did. Bricked out boxes do to a COMPANY WIDE upgrade is NOT the installers fault, or caused by their workmanship. Another example is bad equipment. Modems, cable boxes, TVs, and phones can break at anytime. The installer did not go to the house and break the box 3 months after installation. Used items wear out, and when they wear out is out of the installers’ hands, but still gets dinged against their allotted percentage as a roll back.
Bad wiring, bad connectors, noise on the line are understandable as installer related issues. Those are all things that they have the equipment needed in order to check and fix when installing.
I know from my side, and from a few of the other team members’ side, that there will be a lawsuit against Comcast if there are terminations of employment based on these numbers. Not only is wrongful termination a factor here, but this also effects the team members’ yearly wage increases. Team members are not receiving a fair wage review because it is based on bad data.
I am requesting that the VP of the company contact me regarding this matter. This will be anonymous until I am on the phone with who I want to speak with so that no repercussions come back against any of the team members in the market I’m in (which would ALSO lead to a lawsuit).

Comcast had changed its name to xfinity and they're deceiving their customer to have them on their lame service wow!
A comcast xfinity rep called me at my home and offered me internet and home phone service for just $39.98/month and was assured that there was no installation, no other charges, no hidden fees. When I got my first bill I was really shocked, there was a $7/monthly recurring fee for modem rental after being assured of no other charges at all. I called them and explained what happened and had requested the voice recording of my conversation with their rep that assured me of no other charges coming out from my account and guess what? Lame comcast xfinity could not find it and just said I would have to pay the $7/month. This is totally ridiculous, such a scam!

First off I have not received a bill in almost 8 months from the mail. My bill every month was getting higher but when I called customer service I was told we sent it out and given explanations of charges. I decided 3/26 to check my account online which I hadn't touched since I created it shortly after starting service. I come to find an unrestricted secondary user added to my account which I couldn't remove nor authorize. Ilooked further at all the bills I hadn't seen in months and come to find almost 600.00 worth of porn on my account. This was not a regular business day so my option was to chat online I was told those movies were ordered online and possibly someone had hacked the account but not to worry they would suspend that account then to call 1800xfinity to handle the issue and be credited. Not I got the run around telling me the added account was just a mistake and had a similar account# well why was it under my name as a user account?Then told the movies were ordered from 2 boxes in my home and theres no possible way any hacking could occur through comcast or their online services. No credit would be made to my account nor would they change my account# or boxes. Now explain to me how were movies ordered from my home when at times no one was even there throughout the course of the day?I was outraged what is going on?How do I prevent this and why will one of your employees tell me one thing then someone else another?Comcast is a joke I am now contacting the police and my post office to solve this. My worry is all this could possibly bedone from one of their employees. Time to switch companies.

I will repost what I just posted in Comcast own forum...

I have been a Comcast customer for a number of years. I have always used automatic payment as I find that most convienent. Last Novemeber the bank card number I had been using for the automatic payment had to be changed as someone had made fraudlent charges on that bank card. Once I had the new card I promptly changed all my accounts that were setup with automatic payment - Verizon cell phone service, Amazon.com, Paypal, etc. Including my Comcast automatic payment. All the others were easy to change and I had no problems. I was out of town for most of December and January. I return in mid Janurary to find my service was cut off and I was months past due on my payments. It seems Comcast was trying to bill my old bank card number still. I called, talked with relatively friendly and helpful people, paid off the balance and went online, and entered the new account information again. As of yesterday, March 25th, I was cut off once again. Same problem. This time I was pretty upset. How many times do I have to provide Comcast my correct information before it is correctly updated in their system. And this time I did not speak with anyone who was helpful. Most of my conversations (and my wife's) today were with a Veronica 0608. She insisted she was the highest level superviser I could deal with. All I was requesting was that I pay the overdue amount, and that they drop the late fees and verify they have the correct account information so this doesn't happen again. She refused both requests. I repeatedly explained that I was really frustrated with this situation and was considering canceling my account over it. Still, she refused to be of any assistance. It was like talking to a robot, just repeating the same answers in a mono-tone, hard to understand voice. I finally gave up. My wife called back very upset. Since she is primarly a Spanish speaker and has a hard time communicating some things in English, she asked for a Spanish speaking supervisor. It seems we ended with the same supervisor and the same refusal to assist us. Since my wife and I both work from home, and need our internet connection, we had no choice to pay the fees once again.

I see three major problems with Comcast...

1. On the web, the auotmatic bill payment setup does not allow you to easily view what account is currently in the system and if it is the correct information.
2. According to Veronica 0608 and others we have communicated with a Comcast, the system can take up to 3 MONTHS! to update with the new billing information, meaning in the mean time they will keep trying to bill the old account (bank card).
3. The customer service people on the phone can not look at our account information to verify if it is correct or not.

I don't have these problems with any other company I deal with - Verizon, Comed, People's Gas, Amazon, all of them make it much easier to update account information.

I would like Comcast to re-imburse my late fees and straighten out this billing problem so it is not the same story every couple months. I would also like someone to communicate with Veronica 0608 that there is a right and wrong way to handle customers with legimate problems. I recently called Verizon a few times to make changes to my account with them. They were incredible pleasant and even suggested ways to reduce my bill I wasn't even aware of. I was so impressed. And their customer service agents were easy to understand and quite pleasant. I have had better experince with Comcast in this regard in the past as well, but not this time.

Lastly, I have not complained in the past about this but frequently at night I loose my Internat connection. It usualy happens late a night and so I haven't made a big deal about it. But given the problems I am now having with billing, My wife and I are researching other providers and will likely drop our account once we know we can get another service setup.

Have had nothing but problems with Comcast since we got their service eight years ago. We have business class internet. When they sold it to us, we were told that we would have four hour response time, and better service than home users. WRONG ! Now they do not give promises for response times. They may tell you that it will be sometime today. Not even a time window.

Our Internet and TV service quality has been poor since day one. The lines and circuits have not been updated. We are not allowed to get the newest modems and boxes, due to old contracts with Scientific Atlanta. Our friends just a few miles away have the newest circuits and boxes that Comcast has. Our area is treated like an after thought. Everything in our house, and outside the house has been replaced at least twice.
If there were any other options in our area, especially for Internet, I would jump on it in a heartbeat.

Comcast what a joke... They offer special's for new customer's
But for long time loyal customer's we get to pickup the tab for the new account's. Hours of no cable and excuse after excuse was more than we could afford so we went with a different company.
We called to cancel our service and then they wanted to offer all of these special deals (whatever) got my final bill two weeks later of almost four hundred dollars called comcast to ask why it was so much and was told to turn in my equipment and would get a final bill after. Got that bill for a smaller amount but did not even a chance to pay it because comcast sent my bill to a collection agency! Thanks comcast we paid our bill and hope your company will never see a dime of it...

Comcast charges for items you have not yet used and please check your bills carefully. When I started checking mine I found that I was double billed for the items that was supposed to be bundled and when transferring service for phone to them, they passed my number as a newly built home to advertisers and then when they were called on it told me to stop it would charge me 15.00, however the calls just keep on coming day and night. Should this not be in the contract initially when setting up the tranfer of phone services. They have become a monopoly in our area because we do not have a choice and is that what the FCC was supposed to be regulating. Someone should do an investigation on their billing practices because something stinks in Comcast!

I suscribed to COMCAST for a $99.00 per month deal which included cable, phone and internet. Without further notice, my service charges went up to $250.00 per month (same product) and money was being withdrawn from my debit card (required at the moment of suscription) without my authorization. Simply barbaric and fraudulent.

So if your a slacker like me and sometimes get disconnection notices from comcast, be sure to file them away. I recently had my services softly disconnected so I was receiving only basic cable. About a month later I pay the bill and have services restored. of course they will charge you as if you were receiving your full services So when I call 1800xfinity to get my bill adjusted for the time that my internet, digital cable, showtime, hbo, and phone were taken from me they could not credit my account. They could not credit my account because they never recorded a date of disconnection. The representative had no explanation of why so I threw out a date that i thought the disconnection occured. She said that I couldn't prove it. Then I had to ask how to prove it and she tells me i would have to find the disconnection notice sent to me in the mail and take it to my local office. Its the one that comes in the blue envelope. Luckily I still have it so I will be sure to request my hard earned 150 dollars that comcast attempted to swindle from me. More of the rich stealing from the poor.