Comcast / Xfinity
Reviews and Complaints

We have been experiencing an issue with our internet for approximately one month. We are paying for the highest residential speed offered by your company which is 1200 Mbps. We are only receiving 50 – 300 MBPS on our laptops no matter what distance we are to the modem. First tech came August 7th with no resolution. We had an appointment scheduled on Saturday 8/12/23 in which no one came or called. Two techs showed up on Monday 8/14 (after we called) with no resolution. He told us his supervisor would call us with go forward plans in which the supervisor did not call. He also left the cover off the green box with the wiring in our backyard which is now exposed to weather.

There has been remote testing run from 3 or 4 different analyst and 3 technicians has since come to our residence and cannot resolve our issue. We have since received empty promises that someone will contact us which never happens unless we pursue and then more empty promises.

Bottom line is we have not been getting the internet service that we are paying for nearly a month now. The service that we are receiving from the technicians are below standard. During calls with analysts each time we have asked to speak with a supervisor or manager. We are always told they are in a meeting and will call us back which never occurs. Apparently, no one is notating our issue during the calls because we are asked to repeat the same story over and over again. We have spent countless hours on the phone and are literally drained.

We are platinum members and are tied getting the run arounds therefore are contacting you in hopes you will assist us in getting this resolved so we can finally receive the service we are paying for. Please advise us your go forward plans. In the meantime, we do believe that our account should be discounted for the entire period that we have been experiencing this issue.

Thanking you in advance for your assistance,

Richard & Yvette Berard

3807 Caleb Lane

Missouri City, Tx 77459

Account number: [protected]

[protected]

[protected]

On August 7, 2023, there was a terrible thunderstorm that happen in the Metro Atlanta area. My home at 5961 Duren Meadows Drive Lithonia, GA 30058 was impacted by the storm that knocked down the outdoor cable line and cable television including internet service. I, Deon'ta Hampton owner of the home my phone number is [protected] contacted customer service to report the outgage. It took me over an hour to finally get someone on the phone from customer service. I spoke with tech support and they repaired my cable service the next day on August 8th however, the outdoor cable power line for my property was supposed to fixed on August 8, 2023 from 8am - 8pm. I received a $45.11 credit for my cable service been interrupted. However, my complaint is that I have contacted Xfinilty several times since August 7th about the outdoor cable line being downed on my property and being lied to by all management including supervisors that a technician will be at my house from 8am-8pm on August 8, 9, 10. 11, 12, 13 and now today is August 14, 2023. Xfinity technical support keeps pushing my appointment out to the next day without my knowledge. I have shouted and fussed so much using words and no help in site. I need a total refund for my cable service and the outdoor cable line fixed. I don't trust any supervisor at Xfinilty, I have been lied to so many times even laughed at. I believe I am on a bad customer list since I complain so much no matter what I do or say nothing works. I am tired of calling Xfinilty asking for a supervisor to no avail. I was promised call back from supervisors and credit to my account and nothing has happened.

I am truly disappointed and will never recommend Xfinilty to anyone else.

My daughter is in ICU in Florida. It will be a long time before she will be home again. I went to the Stuart store to try to put her account on hold. The first service man was very kind. Realized how serious my situation was but couldn't help at his level. Got the store manager. I have never in my life met a women as cold and heartless as she was. I was told that because I didn't have power of attorney, she could do nothing or she'd lose her job. I could have called ICU and have her ask if it OK to put the account on hold. The answer once again was NO. She had way of knowing who she was talking to. I have dealt with hundreds of people in my 86 years. I have never meant one as heartless and uncaring as she was. Those orange glasses of hers must give her a sour view of life. How she made manager with her attitude is beyond me.

Hello, I have contacted Xfinity in live chat and by phone. On 8/4/23 I was unable to activate my diamond member reward for Peacock Premium offer as a thank you for being an Xfinity rewards member. As of date I still can not get Peacock premium on my cable after many tries to activate the message says we were unable to link peacock to your account you may already have peacock premium which I never had just the no cost peacock with my account. On 8/4/23 I contacted Xfinity and went through chat assistance and live phone chat for customer service Angel. He was unable to help after a long while. So I called again on 8/7/23 and spoke on phone with Vanessa very polite had me go on login to peacock attempt to activate. No luck so she created a ECM ticket ECM0003153847 created on 8/7/23 at 3:30EDT as escalation for Xfinity rewards support was created. She told me that by Wednesdy 8/10/23 should be on. Well today 8/12/2023 still no peacock premium. So i went on xfinity to another customer service rep named Mikas Jan live on chat went over all info. Still no PP Help please

Early in July Comcast began messing with my internet. They advised it was a wiring issue and were going to lay new wire from their box to my home. It is not August 12. The have scheduled 4 appontments and did not show up for any of them. Last night they said they were delayed but could come after 9 PM. Too late, too dard to dig a trench and lay new wire AND I was in bed. They were going to call this morning to some out today but did not call. Supervisor Josh on the phone after waiting for the robot to finish its script, said he would investigate and see what was going on. He then dissconnected the call. I have text ,essages from 3 Agents starting Tuesday evening, August 8, Ameer, Jasmine and Abilash, and ending this morning, August 12. All set up appointments and all were no-shows, no call, NOTHING to indicate there might be customer sevice at Xfinity. I have credits pending from the beginning of July and still get threatening emails regarding disconnection of service. No one has any control at Xfinity and as a shareholder I am hopeing someone in Corporate can sort this, find one person to come out, dig a trench and lay a new line. photo shows attached and not attached cables, splices and damaged cables. Could not download the texts #266278.. I am on dialysis and DO NOT NEED THIS ADDED STRESS AND AGGRAVATION!

I want to file complaint

they keep charging me

and I already applied my ACP,

Xfinity

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Payment amount:

$139.70



Payment date: 09/01/2023



Xfinity account number: Ending in 2295

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Good Day,

I am Very aggravated with your entire prosses of canceling an account. I worked for Comcast for 18 years I know all of your tactics. I filled out the online form three weeks ago. Then called and spoke with someone who I couldn't understand as usual with your call centers. As a technical operations supervisor for ten years, I spent most of my time apologizing for your call centers! All she wanted to do is sell me a cell phone plan. She did say that 7/31/23 the account would be closed.

You sent me a return label for the cable box.

UPS tracking number- 1Z9Y648R0317489312

Delivered On 07/11/2023 11:13 A.M.

Delivered To

DAVENPORT, FL, US

Received By

TAAJ

Why am I getting emails asking for me to pay this month's bill?

I initiated internet service at my present address in August of 2021. Until last month the service was atrocious with continual outages and service interruptions. I attempted to work through your complaint line with increasing frustration. There was never an improvement.

I finally persevered long enough to get past your ridiculous computer troubleshooting program. ("Let me check your account." Random keyboard sounds, "There are errors on your modem which may be cleared by a reset.") Do you realize how infuriating this nonsense is?

Whenever I could reach a human it was someone who spoke English that I could not understand. I always informed them that the problem was "upstream" from my house. Even when they offered a service call I could not convince them to work to fix my problem.

Finally a nice young man came and did his best, He left his phone number so I could contact him if any further problems occurred. When they definitely did I called and emphasized that the problem was external to my house, He checked and found that the junction box in my neighbor's yard was damaged and arranged for it to be replaced. At this point I finally began to receive reliable service.

On my August bill there is a $100 charge for a service call and another charge for $18.06 for taxes, fees and other charges.

Problem 2: Ever since I established service in Houston you have misspelled my name: you call me David Beuer, My name is David Bauer.

Account: [protected]

David W. Bauer, MSE

we closed our comcast account due to price increases, turned in all the equipment we had and was told by customer service that the final bill would be 32,52, and instead of that, 135.oo was taken from my account, cutting into my rent payments, anf after speaking to customer service several times, i was told that the money would be back in my account in 3 business day, now it is a week and still nothing, tried to call again and my call was outsourced to some one from some third world country that i could not understand at all, i keep getting the runaround from comcast and am always told how they understand my frustration, B.S.!hopefully this will get resolved fast, other wisw because of comcasts screw up my rent check will bounce! thanks a lot comcast,LOSERS!

on 2/4/23 i were proove for Acp program to add a free phone to my Xfinity Wifi Account promotion to add a free phone.every month i have to get revertified From ACP when my free plan be remove and added a 2 mg bite plan to my Account 354260 4/13/23 my card had to be remove when a charge of $52.00 were taking out of my Account.from the unauthorized charge taking out of my account.and my phone shut off for fraud payment showing on my account to pay a fraud balance when the Acp stated that they pay in full each month.now my account cant be charge i still recieve a message from scame sending to updated my card on file are make a payment if dont my pfree ACP plan changes each month.7/96/23 ACP vertifier xfinity account for free plan.7/9/ 23 7/9/23 unauthorized change to account for plan 45 gbs plan for $25.00 bal phone turn off.7/11/23/23 my phone turn off no email and data network dont have sometice are voice mail lock out of account have to call .this month plan were chane to a $45.00 plant phone were off for same reason a balance billing charge and same day hours later after correcting the charge a $27.00 bal 7/26/23 2 different balance in same day A.mazon security show Xfinity 210

Please Help! We had a mishap early this morning with our outside cable line to our house being cut from yard work. I can't get effective help with Comcast XFinity that amounts to understanding the crux of the issue. They kept trying to send test signals and we kept going in circles. I've tried getting help through their app, I've called, I've direct messaged through their online forum. I get responses but no real understanding of source of the problem I'm having. I've been required to do modem reset which obviously will not work until signal can reach the house. One support phone# I had, must've been old because the prompts led me to a response that told me I'd reached a dead end and that ph# was for new customers only. I was going to post in their support forum publicly but the message box is greyed out and won't allow any data entry. I went on their direct messaging hoping that a trouble ticket has or will be successfully placed with an eta. They have verified my account, address, ph#. Wow, now it's mid-afternoon and they are letting me know via direct message that they have a report of an area outage so they can't yet do anything about my issue until that issue is resolved. I'm wondering if I triggered that answering a maze of prompts responding that my yes, my service is down. That was this morning; waiting game I suppose or am I stuck in limbo? I really don't know where my issue stands due to how this experience has unfolded. I guess I'm waiting for a tech to call me but no clue when that may be. Getting help to order new services is super easy with Comcast / XFinity; Getting real help with existing customer service issues is very challenging. Can anyone guide me to getting help that works?

Rate changes without notice. It has been a routine practice since I've been with Comcast for decades. It just happened again. I'm retired on fixed income. When they upped the rate, I literally spent hours on the phone--they've closed most all of their stores--asking for a rate that I could afford. Finally, I was assured that I had a new rate of $25. (I'm a couple thousand over the poverty limit to get help.)

They don't allow you to look for any other plans or promotions on their website, as I've tried countless times.

Next bill, huge. Again hours on the phone. No they had no record of my previous call agreeing to the new rate, nor would they even look it up.

Again, hours on the phone.

So now I'm behind when I pay all of my bills on time.

I only asked them to honor the promise of the reduced rate.

I only have internet service, nothing else. If they cut me off, I can't qualify for the gov program, so I'm without service.

My bill went up in Jan of 24 due to tax increases we were told, ok now it is going up again because our "special deal" is up, ok I understand that. When we called to try and negotiate a lower price. We were quoted a price of $217 and some change and were assured it would be good for the foreseeable future. Well we called back within 24 hours and this price although in our records was not going to be honored. We were than told taxes went up by $10.00 overnight, I don't like being lied to...we have been customers for several years and I guess losing a customer here or there is not a big deal to a big corporate business. But the way you treat loyal customers is nauseating and really very sad. Again I am just one person but I will make everyone and anyone aware of your negligent and poor customer treatment and I will not recommend your service to anyone. I will continue looking for a better and more cooperative service even if I have to actual spend more money. I just shake my head at such poor business practices. Maybe I'll even recieve a response. Thank you for taking the time to read this.

Karen Meyer

I appreciate you taking the time to read this and perhaps I will receive a reply.

I have been trying for two weeks to find out what my monthly bill is. I specifically

requested everything in writing. The rep Matt kept asking me to call him and refused to give me any information. When I contacted the Michigan Utilities Commission, he then said he needed to verify my account by phone. I then asked for his manager's information and he said he would give it to me when I call him. He never had any intension on helping me. All Xfinity has to do is tell me what my monthly bill is and will not do it. I wanted this escalated further.

I have been on the phone at least 5 times, visited the physical store 3 times and tried using the stupid automated system several times. My wife and I divorced and we were trying to get our accounts separated and filled out the "forms" and have been told a work order was created. However, I am still showing a connection to her house and phone and can't see any information on my apartment. Everytime I am on the phone with someone who assures me it is fixed and yet it isn't. My ex should have a separate account for her phone and xfinity home account and I should have a seperate account. Your customer service is poor at best. I need to speak with someone who is in charge AND speaks good English. I should have one mobile account for [protected] and one xfinity internet account for my apartment at 7150 US 98 Unit 7108, Panama City Beach, FL 32507. I am so fed up with this. We have been working on this for quite a while and have not made progress. This is not rocket science. I can't even seem to get to talk to a live agent now because of the stupid automated system. I want someone to fix this. Her address is 113 Summer Breeze Rd. Panama City Beach, FL 32413. Her account should be TV/Internet and mobile phone [protected]. I want someone to contact me and fix this.

Signed up for Xfinity Mobile in late January or early February 2023 and after having NOT received the promised IPhone SE for something like 10 days I cancelled the service.

Next month they charged my card without authorization.

After some effort I was able to speak with an overseas agent who reassured me the account was closed and that no further charges would be billed.

Next month, same thing-fraudulently charged my card without authorization.

And again the following month, charged for service that I never used and a phone I never received.

They keep charging me every month and each time after I speak to one of their reps am reassured that the account is closed, that "this will not happen again, and that I will receive a credit to my account (which shouldn't exist).

It's now July 11, 2023 and again they charged my card for an account that was closed months ago and for a service I never used and for a phone I never received.

This is maddening- and I see on Xfinity Mobile's community forum that 159 other very aggravated customers were defrauded the exact same way-

this has to stop!

Am going to post this elsewhere and maybe contact the AG, FCC, news, and anyone else I can think of.

I pay for a bundled service of internet speed at 1200mbps and streaming TV. I have never gotten close to seeing 1200 mbps. In fact, all of my neighbors also have xfinity and they too have never seen the speeds they were promised. What is really bad is that more often than not, our speeds are in the 20's and 30's! We can't work from home consistently and forget about streaming any of the TV channels. When any of us call, they tell us its an issue with 'our' modems. Every one of our modem's cannot be bad! It's just a ploy to get us to rent their modem. I think we should start a class action suit against Xfinity for lying to us. I would be happy if they could get us just up to 700mbps which is what we all use to see at the very beginning. WE are aware that some machines are not able to access 1200mbps but they can certainly take in 700mbps. I cannot wait until another company comes along that has better service. I would love to kick Xfinity to the curb.

I have been a customer for years and am beyond frustrated with the service I am receiving. I pay over $200 (Bundle) a month which is supposed to include a fast internet speed up to 1200mbps. Mine has never even gotten close. Usually, it’s around 200 and occasionally up to 400. Recently it has been so slow (60mbps) that I can’t even stream shows on TV or operate the recorded shows. Twice a technician was sent to my home after spending many hours with tech support on the phone. Both times the tech told me the issue was resolved. It was NOT! What does it take to get the services that I am paying for. This is getting pretty ridiculous. Please respond.

The customer service alone should stop anyone from using Xfinity! We called Xfinity to help with transferring our service. We were told were told with their recent upgrades that we didn't need a Tech to come to our home to setup our service. I explained we are not very technical people and would need technical assistance. The Rep insisted we should not have any issues. Wrong! we went without TV for a whole weekend and late Saturday we were finally able to get internet but still had no cable.

The following week three Techs came to our house and said that this house has old cables and a more experienced Tech would come and fix the issue.

All three said the samething! as if reading from a script... After the third Tech said this, I called Xfinity and asked to speak to a supervisor... what she said shocked me.. She said when service is transferred there is always issues and a Tech needs to be sent out.. She scheduled another Tech appointment and they never showed. I called angry that the Tech never showed and she said they DID! Mad has hell we scheduled another Tech visit and no one showed and today no one showed.. I will be cancelling Xfinity and going with a different provider. I wasted too much time with this POS company!