Comcast / Xfinity
Reviews and Complaints

Within the last three weeks, I have had to cancel my cable subscription with Comcast/Xfinity no less than three times. Each time I did so, I was told that it was cancelled. Yet just last week I received a bill for a full month's subscription.
I don't understand why it is so difficult to cancel a service with comcast. My sister went through the same thing when she tried to cancel her service the last time she moved and ended up filing a complaint with the Better Business Bureau.

In the first instance, I decided to cancel my TV service and keep my internet service. I cancelled the service on-line and called to be sure that the request was received. I also returned the equipment that day and received a receipt for it. The following week, I decided to use a different carrier for the internet as well and called to cancel the service completely. I returned the equipment the same day and received a receipt for it as well.

A few days later I received a bill for another full month of internet and TV service even though I have completely disconnected from the provider and I am using a completely different service.
I called for the third time and was told that my service wasn't due to be disconnected until the 22nd of the coming month.
When I explained that my service had supposedly been disconnected since the 28th of the previous month, they claimed to have no record of that.

I am deeply concerned that it is this difficult to cancel a service and would like the Better Business Bureau to look into these disreputable practices.

Thank you.

I was contacted by Xfinity on Jan 20th about a promotion that would decrease my monthly bill by one half. The person I spoke to explained the promotion and told me that the promotion would have to be paid for 6 months in advance. They did not want my debit or credit card and that the promotion was sponsored by target, and the one half monthly bill would have to be paid for 6 months in advance. This fee was to be paid for with a target gift card.

This made me skeptical, but the phone calls were placed to a legitimate Comcast phone number. After purchasing the target gift card for $468 I called [protected] which I was told was the promotions' dept. After giving the representative the gift card number, I was contacted via text and told that there was a problem with the gift cards and that I had to purchase eBay gift cards and to call back with those numbers. I did that and then I was told that the cards had to be called in from a short distance from where they were purchased. Long story short, every time I got gift cards and called them in with the numbers, I was told that they didn't go through and that I couldn't get a refund because I had to be signed up for the promotion to have a refund issued. The representative got increasingly rude, yelled at me for not following directions and that it was not his fault if I didn't follow the directions. I asked to speak to his supervisor, and he said he was the supervisor and that there was no one in authority over him. I am now out $2806 and cannot contact Comcast corporate office to resolve this issue.

We have been a customer over 10 yrs always pay our bill well we are on hard times right not so we wanted to just keep our internet and data and let tv and the phone go we have been given the run around lied to transferred back and forth and told to keep the wifi as it is with the data also would be 122 dollars our total bill for everything is 220 dollars I cannot believe how we were treated lied to and basically screwed around I hope your company is happy because thei isnt how customers should be treated we are in hard times and you guys feel the need to gouge us like this well we will go somewhere else thats fine we are happy that we cannot affors the bill anymore but we were trying to keep our wifi. Im telling anyone who is thinking about xfinity beware they could care less once your signed on with them and when you need to talk with anyone they keep pushing automated on you or agents in india you cannot understand and lie to you. Thanks alot xfinity 10 yrs means nothing

I am POA for my Mother Emma Broadwater. We moved her back in house around February 2021 to care for her. I paid an outstanding bill left by relatives under her name and set up what I thought was her service. My mother was with me at the time of the call. The bill came in her name, but said Hello DeSheryl, which is me. When I decided to switch her service to Verizon, with the exception of her security because she was on contact/plan. When they disconnected the service, they reported the balance under my name, DeSheryl Broadwater. I have attempted to resolve the issue; going to the store and by phone. I have been advised to report as fraud. Paying the bill is not an issue, I just need them to remove from account from my name, put in my Mom's name, Emma Broadwater a should be and the balance will be paid to reconnect her security system.

In November, I agreed to a 2-year Comcast Triple-play contract costing $215.45/month. Last week, I received a revised bill, for $231.10. Two staffers at the local Xfinity store told me the increase was because Comcast's charges had gone up. I ask you, why is that on me? What gives Comcast the right to breach its own contract?

Conversely, were I to breach my contract with early termination, I would owe a penalty payment to Comcast of > $200. Why, I wonder, does the contract bind one party but not the other?

(Note: Verizon is offering to pay the termination penalty should I decide to switch to their service.)

I've been loyal to Comcast for 40 years, but loyalty has its limits.

On December 12, 2022 I contacted xfinity mobile about inadequate customer service support. I continued to experience unprofessionalism. A request was made to report the customer service representative and my service was unlawfully suspended.

January 8, 2023, I contacted xfinity mobile concerning a credit and again experienced a multitude of customer service challenges. The call kept ending then I would have to call back. This was beyond unacceptable service for a business. When I reported the challenges my cell phone service was unlawfully cut. I went several days without service. The was the second devastating and traumatic experience. I am disabled with multiple medical changes additionally I live alone. There were three credits that were absolutely warranted in the duration of three months. $50.00 credit, $35 credit, and a $15 credit for incidents regarding my account. On 1/13/2023, I contacted xfinity mobile about an inaccurate email received by Roberto from comcast. As I waited two hours to receive customer, I became victim of yet another horrendous incident. All while trying to get help. Not only did I not receive assistance, after multiple awful interactions with low service and under qualified representatives. My phone service was unlawfully interrupted for the third time. Phone service is essential. This repeated and targeted violations are dehumanizing and against consumer rights. I have had many medical emergencies and I am still recovering from a medical procedure. These actions hare highly questionable and unethical.

Please investigate these unlawful and heinous actions. Launch a criminal investigation immediately.

Thank you!

[protected]@aim.com

[protected]

1/9/2023

I have been trying to get assistance for the past week. I have no service to call. I have serious medical conditions. The past three days I have utilized xfinity chat which turns out to be far worse than the poor customer service.

Please assist!

https://www.xfinity.com/xfinityassistant

I have learned that success is to be measured not so much by the position that one has reached in life as by the obstacles which he has had to overcome while trying to succeed.

Booker T. Washington

Xfinity / Comcast has had a wire down on our street since January 4th, 2023. Today is January 13th, 2023. Hundreds of calls and chats to Xfinity/Comcast. They immediately see we have an outage and will not let us talk to a human being. They have restored service to the rest of my neighborhood, but not the last part of our street. This is our only source of communication with emergency services. There is no cell service and since the CZU wildfire in 2020 there are no telephone lines. I thought cable with internet service was deemed a utility several years ago and the company has a requirement to act with due diligence to restore service like PG&E. PG&E restore service the next day, Jan 5th. Xfinity / Comcast will not give a day or time when service will be restored, and will not let us speak with a human being.

Hello,

I have called 1-800-comcast about 15 times in the last 2 months, though there's very little record of calls or my several visits to stores. Our account information is incorrect and our services aren't working correctly. There's been about 5 tech appointments to set up home security system properly, and reps on phone, in store, and techs were unable to verify some tech numbers in system and no records of some visits to home. Info of why they were there showing up wrong in account. Every visit has been to trouble shoot system so it works properly rather than what was listed such as adding a sensor, adding a new camera we never received or ordered, etc. Techs installed system and we never received boxes, serial numbers, or anything to verify what was installed. (and wasn't reflected in account properly, and info re: how system should work online contradicts what some techs have told me) Account said we owned our own touchscreen and tech said system said we bought it out right for 600 and some dollars but we did not. Bank verified. Wires being cut and rewired behind my townhouse, leaving Xfinity box empty. 2 break ins through attic and no follow up from anyone taking report despite me having thousands of dollars of jewelry stolen and tech being present on 1/4/23 when security breach 1st noticed and tech told me to call the police. We had another attic alarm yesterday (1/11/23) and police were not alerted as I was told they would be if alarm wasn't deactivated within 30 seconds. All of the records in activity log keep disappearing after incidents but I have photos of logs and incidents disappearing. Supervisor Homer came out with last tech for appointment and said my problems were over his head and II need to talk to Keith Rogers. Investigator Keith Rogers has talked to me but has not helped with anything that I'm aware of. I have sent him 5 detailed emails and he said he could help but hasn't. I followed up with him yesterday and asked if I could give him a flash drive of evidence and he declined asking for more emails even though I'm hacked and the last emails I sent him were compromised, so I screenshot the emails to him and Homer. I will send more info once I feel that someone is actually helping me. I have had my identity stolen and I've been hacked since August, and there's fraud on our account they seem to be deleting now. There was 2 additional lines added at one point with names of people we don't know. I could go on and on about the problems and security concerns. I can not access any of the apps because Xfinity can not or will not verify my phone number that was supposedly transferred over from Verizon in November. I also attempted to buy cell from Xfinity but it got hacked so bad I returned it there shortly after. (those records were missing from account too last I checked) My husband (Wilberforce Agyekum)'s phone stopped working a couple days ago, so he got a new one and records show they fixed his phone and linked/paired with old one... I'm hoping someone can help us. My husband's number is [protected]. We should be the only 2 people, 2 phones, and 2 numbers on account. At this point, I'm most wanting to access the home security app and other Xfinity apps since my home has been broken into twice in the last 8 days. And I need my phone number verified so I can access services I'm paying for. I would also like to make sure our security system is actually secure and legitimate, and now we actually do need an extra sensor and camera for the upstairs due to the 2 break ins recently. We decided this yesterday after talking to the police, so the previous info saying we asked for those or had them installed is not true if it says that still. I have filed a complaint with the FCC as well.

Today is January 11, 2023 I called at 11:AM PST. Very difficult to even find the phone number on your bill, my bill was on auto pay. Apparently there was a problem with it and we were not notified. The second month bill reflected that the bill had not been paid, but gave no reason why. Today, my service is gone and all I can talk to is some damn robot! I have paid this bill for years and I feel that I deserved a phone call concerning the problem or at least a letter or email saying the auto pay credit card had expired!

Believe me, for all the money I have paid for this monthly service, your customer service stinks! I'll be looking for a new internet provider in our area.

Janet Kilpatrick Patrick

I'm a Disabled Veteran trying to switch to Xfinity Mobile since 1/6/2023 and all I've been getting is the run around and brush offs from Xfinity agents and chat representative. One excuse after another and no resolutions. This is unacceptable for a company of your work ethics. Please look into this for me ASAP. Thank You

Troy Rutledge

122 Darby dr., Savannah Georgia 31405

[protected]

They reps nov 15th said they'd give bob slanina free essentials included flex box free local channels access it does not free Mobil, n free landline free modem . 30 plus reps thru 8 international call centers said free never mentioned 2 year contract phones do not come with battery charger or had 2 year contract so deal was no deal sent new flex box essentials 36.74 month advertised price went to 39.44 then just kept changing their hidden charges ran bobs card not only without his permission but without his knowledge 11/22 for $45 hidden tax fee never agreed to on a Mobil n put him on contract no one mentioned till Nov 29th n he received Mobil Google 6a.11/26 n called nov 28th rep amire got a belligerent totally dishonest scam artist rep amire who not only did not cancell first phone he put in order for a second against bobs explicite orders no you cannot run my card for a battery charger no I do not want a Samsung I only want free stuff I was promised I am cancelling first phone, he ran card 45 more taxes n 38.44 battery charger, even though bob said more then 5xs no not if its not free n amire signed bob up to 2nd 2 year contract without his knowledge.. bob kept cancelling but they sent second phone anyway bob had to refuse at door they changed dates these criminal acting reps added n padded bobs bill n gave bob 30 heart attacks

I called the Customer Service line today to inquire about a possible change to my account. After an agonizing 15 minutes of digital assistance BS, I was finally connected to a human. I made my inquiry, which he really could not answer and so I got the old "let me put you on hold and check something" routine. The line immediately went dead. He disconnected the call. My inquiry was simple: I feel I pay way too much for the "quality" of service I receive and I was simply calling to ask if I could switch from Xfinity Internet to a newly opened fiber Optic service that has been installed in my community without impacting the TV package I have. He hemmed and hawed and couldn't answer. Typical of Comcast/xFinity service.

Wife normally handles tried to sign up for a new account while wife was at work. Asked to pay past bill. But never had an account. Comcast does not have a record of bill, but it is on my credit card. Credit company states 90 days to resolve. This was either a Senior Scam or payment for someone else with same name. Requested that comcast review the phone call. To determine who and why this error was made.

I am not able to get access to channels and On Demand services THAT I AM CURRENTLY PAYING FOR. For the past week (January 1st through 7th, 2023) I get error codes for selecting these services which I have current subscriptions to. I am also having difficulties accessing movie channel apps that are part of the subscription that I am overpaying for.

The so-called tech support representatives based overseas are apparently not well-trained since they are clearly not competent at their jobs. They don't know how to resolve any matters, and lie or make false statements regularly. Even I have learned more than they have about the technical issues. American tech support representatives are competent and courteous and helpful, but almost never seem to be available.

There are multiple dates for these occurrences. It's not a series of incidents, it's an ongoing trend! This actually meets the threshold for breach of agreement. I am considering taking legal action against Comcast/Xfinity.

Can't get $5 late fee removed and wanting to unlock phone from ACP so I can take it to a different company. Been told it was unlocked 2 times but it's not!

Worst customer service and support of any company ever. Don't speak or understand English, won't connect to supervisor. Haven't been able to get anything done in 23 phone calls and 52 hours of talk.

I am a new customer with you through the affordable connectivity act for internet, cable & phone. I was told I would receive a physical sim card in the mail on 3 different occasions when calling customer service to report I hadnt received it. Never once from november to jan was I told it could be activated via my phone! I called your customer service 3 times from november to jan & was never told that information! And then you deduct $57.22 from my account for a service never provided or used! And refuse to credit my account back! That is fraudulent actions and not 1 person in your customer service department speaks fluent english that we can effectively communicate with! I felt that your customer service personnel were not knowledgeable, nor do they try to help solve any problems with your customers - they read from a script with no compassion or empathy for the people on the other end of the phone! This entire experience with your company & your customer support staff has left a very bad feeling for me & is making me k=now look for another provider that actually cares about their customers not just their money! This is shamefull

Several years ago my wife and I were getting ready to retire. So I was trying to cut out as much monthly overhead as possible. Xfinity, in general, has very good products but on their website, they say that if you want to they have an approved modem so you don't have to have that monthly rental on their modem. I liked the idea so I spent several hundred dollars and bought one. well after a few days, I started getting errors and sometime would have to reset the whole system, A pain especially considering the monthly bill from them. After two years and several visits from techs, I went back to the Xfinity modem and the problem went away. Now, over the last two years, I had Netgear replace the modem but still had the same problem. I can't help but believe that the Netgear modem is NOT compatible with the Xfinity wireless system. So today I spent two and a half hours on the phone trying to get someone to help, to no avail. Once service leaves the country there will be no service.

Comcast/Xfinity is charging me for unreturned equipment post hurricane Ian on my bill due in Dec 2022. My house and everything in it was decimated 9/28/2022 & is rubble. They are charging me $120 for a TV box that’s many years old. I’ve had service with them at same address for 18 years. Several years back I switched to ‘Internet only’ and bought my own modem/router equipment. I called Comcast/Xfinity Customer service about returning their box then & stopping any equipment fees. They were super nice and told us to hold on to it and assured me there would be no charges for it. That held true.

Flash forward to now. I have two issues:

Equipment: It appears Xfinity is now expecting the box back, per their bill. The extra charge caught me by surprise. There is nothing to return, as all is gone. Can they claim as a casualty loss at it’s depreciated value? That, I don’t know. Initially post hurricane, Xfinity C/S was incredible when I called them the 1st week of Oct. They offered to put my account on a 6 month zero-cost hold so that I could restart service when more settled if needed. Very nice & impressive goodwill offer. One less thing to be concerned about at that time. I’m currently staying at a transitional residence and needed Internet here. Once again Xfinity was very helpful. I didn’t seek a promo deal, as I’m in a transitional state, until I get a more permanent residence. Xfinity agreed to let me keep my prior Internet monthly rate, and I agreed to a one-time $100 installation fee for my current service address. Seems fair.

Billing & customer service: Post disaster chaos seems to be abundant. Installation was fine. Our 1st few weeks, we were challenged getting a consistent quality connection / service. That’s been resolved. Then, after my initial monthly payment went through, my credit card got replaced with a new number unexpectedly, due to an address change snafu. I was having all kinds of issues accessing my Xfinity account; Rarely did I have issues in the past with that. I needed to update my new credit card # in the system. Even with a rep’s help all kinds of glitchy stuff & odd errors were happening with access to my own account. Somehow my old card# was still in autopay. I tried to get real help again today, to no avail. My payments are usually right on time, but this payment didn't go through as expected. I discovered today, but it's 12 days late. I have now paid the most recent bill balance in full to avoid potential disconnection. I’m over a barrel. The situation I’m in is far from typical and I need to be mindful of my expenses through this long-term recovery hardship. Xfinity is happy to help add services, take my payment or give me a payment arrangement but getting real help with the root of an issue, is often challenging.

I received an email from Xfinity alerting me that "a secondary user on your Xfinity account recently changed the secret question and answer on their account." This email invited me to call [protected] if I believed this change was made by an unauthorized person. I tried doing that but the menu options did not work. I then did a Web search for your fraud department telephone number and finally found [protected]. After working through the menu I ended up talking with an agent. Because of her accent, I could not understand what she said. I asked to speak to someone else but she repeated the same canned spiel each time I told her I could not understand what she was saying. Finally she just hung up.

This whole process has taken about 45 minutes with no resolution. Please tell me how to talk to someone with no accent who can tell me if we have a security problem with our account.

On October 7th, we went to Xfinity online and changed our plan to unlimited data.

We received an email from them within a few minutes which read: ‘Confirming Your Plan Upgrade’ ‘Success! We’ve completed your switch to the latest Xfinity mobile plan. Here’s what’s included:

‘The unlimited option is $60 per month when you have 2 or more lines on your account’….

Since we specifically requested unlimited service, we saw this as a confirmation.

When our first bill came in at $199, we called and we were told that we didn’t have unlimited service, we had only changed our plan, not the service.

We also owe over $250 for this month so far because, since we thought we had unlimited data, we were not keeping track of our data. After calling, being sent to the store, then being sent to another store, then being told to call, then calling again and the. being told to go to a store. We offer to show them the confirmation email, but they are not interested in seeing it.

At one point we were offered a $60 credit.

Personally, I feel as this is deceptive and since Xfinity has given us the ‘runaround’ I think that they know it’s deceptive.