Comcast / Xfinity
Reviews and Complaints

Getting close to the end of my rope here. Been with Comcast as a loyal customer since 1980, triple Play since 2000 or so (respectfully requesting fellow customers here not mock me for this). As an overview the first 20 or so were mostly fine, the last 22 much less so, as they make it harder and harder to reach directly various Departments for help, to the point where now at best it is a horrific time suck; at worst is where I am now.

Despite paying for it, the Upstairs Cable Box has had no On Demand access for at least 2 years. Three Tech Visits (Truck Rolls) over a 4 month period have (while the Tech was here) done various things to where, at each point, while the Tech was here, APPEARED to have fixed this no On Demand issue. Again...while the Tech person was here.

Before Tech visit #2 I decided to upgrade the Cable Box to the X1 Box, Set up the Truck Roll, X1 box and remote Installed, Tech fired it up, everything seemed fine. No. Again that evening we turned on the Box and this time we could not access ANY television channels at all. Complete non access. From no On Demand (for years ) to no TV at all.

Set up Truck Roll #3 which took a few days, The Tech guy was incredibly pleasant, knowledgeable, put in a new x1 box, new voice remote, patiently walked us through most of its features. All good, finally, right? Wrong. AGAIN that evening no TV/Cable service at all could be accessed despite (again) things apparently restored while the Tech guy was here. We have over the past 5 days written down date/time/result of efforts to reach TV services. Still, no access can be achieved.

Today I tried to reach Customer Service/Account Management to get a max. credit for this years long problem and hoping to somehow get a FOURTH Tech visit set up too. Nope, "we'll send you a Link before we can get someone to help you (I rarely use my Smartphone)". Link received, clicked on, Message:" This Page cannot be reached". Sorry to go on and on but (where I started) I'm reaching the end of my rope. If they had any shame, they should be ashamed X 100.

10/13-10/14/2022

I am trying to resolve a TV/Cable streaming problem while I am away from my home base. I spent a long time (hour/s plus) trying to resolve my problem yesterday. I was talking to machines that would do what they wanted and then hang up …checking my home boxes for errors!

Supposed

To get back to me…I was supposed to get call back.. Text gave up. Finally got a tech fixed turning something on to use…today not work again…same issues with machines in charge…I got text about my phone not working! I waited for call and got a text instead and no response to me… I pay a fortune for my elaborate service. There should be humans to help…they did something new that nothing makes sense or works.

Harriet Segal from MA

The initial internet plan I had with Xfinity expired. The bill went from $50/month to $83/month. I’m 73 and I only use my phone for watching movies. I was encouraged to apply for ACP. I tried several times to complete the application but it wouldn’t complete. I asked a family member to help but it was the same result. I spoke with an Xfinty rep several times. Today I called their retention department and asked to have my plan changed. That didn’t help the amount to be paid. Everything is staying the same. They weren’t able to sell me anything else although everyone tried.

It takes a long time to talk to a human there and I know salaries cost money but attrition and reputation is being effected too with this attitude of corporate policy. I need help but that’s not going to happen.

I was lied to by the xfinity sales representative to fraudulently obtain my business. I print a copy of the chat (07/23/2022), so all my assurations below are back up in writing and attached.

The Xfinity Mobile representative promised the below items which have not been delivered.

1) Promised a TOTAL monthly bill of $ 80.00, being billed $83.18. - No action taken by xfinity. Over billing is currently $2.53 for 9/14 bill and $3.18 for 10/14 bill.

2) Promised a $400 gift card and scheduled for a $100 card. - tried to resolve my phone on 10/102022 at 1220 without success.

A. Also the sales rep promised to immediately deliver the gift card after account activation, did not mention the 90 day hold.

3) Promised $80.00/month for two lines for lifetime - See the chat -

4) Sold 5G service for a phone not capable of 5G - I would think the sales rep would know about phones.- No fix for this. BUT I should have known better.

5) There are other misrepresentations thru-out the chat, but not critical enough to fight about.

All of these promises are in writing in the 7/23/2022 chat of which I print all the screens. I have attached the screen supporting my statements above.

The above clearly demonstrates that Xfinity engaged in deceptive sales practices if not outright fraud. The sales rep told me whatever it took to get me to agree to switch to Xfinity Mobile and then xfinity simply reneges and says "if you do not like it go back to T-Mobile" They realize what a problem this is and of course most people are not going to do it. From reading other reviews, this appears to be a sales technique used by xfinity mobile.

The Xfinity Mobile response has been paraphrase "We are not going to make any adjustments nor honor the promises made in the chat by our sales rep. We will re-train the rep. If you are not happy, there is no contract go back to T-mobile".

I want xfinity to honor all the promises made in the chat

Hurricane Ian and seniors in danger!

We pay (like most people)around $200 a month for Xfinity. We have internet, Basic TV , and landline phone. I understand this is an emergency situation and we are grateful to our power company and utilities folks for working round the clock to provide services. Our community has many seniors that rely an old fashioned land line for phone service through Xfinity. Many do not have or use a smart phone. Is there a reason why Comcast can’t provide any basic service? Are they not changing enough money?

My comcast service was disrupted 10/05/2022. the lines were broken on a property adjacent to mine. I tried calling xfinity, was unsuccessful in speaking to someone. Was eventually able to connect via chat and given 'assurance' that technician will be out to resolve issue tomorrow (10/06/2022). As of 4:44 pm, no technician has shown up to look at or resolve any issue but I have received text message from Xfinity stating that 'service has been restored'. My service is not restored and no one has come out to see the problem. I have tried calling customer service and eventually was called by a young man who said his name was Eph, but simply did not understand that the lines were broken on property that was not mine and me and my neighbours were out of service. He even wanted to say that i was receiving 'prank' messages from Xfinity re the 'service' was restored'. Not wanting to be prejudiced, but if u cannot understand how a system is set up, how do u even begin to understand what is the complaint!. His resolution to this problem is to have a technician come to my address and I 'may be billed' for this service, in order to resolve this issue. i MADE THE APPOINTMENT AS I BELIEVED IT WAS ABSOLUTELY USELESS HAVING ANY FURTHER DISCUSSION WITH HIM.

Now I have received another call from another customer service agent who seems may have understood what has occurred but is saying that the only way to resolve the issue is for the technician to come out to my address and source the problem. I pay 236 monthly. i diligently pay, so not having service for more than 24 hours is not acceptable. I have spent hours on the phone trying to contact, someone, speak to a live agent, texting with online agent and given false promises and false assurances. i even received false text messages!. I want my service restored. i will even say today, but i know that is impossible, so I will say I want my service restored tomorrow (10/07/2022). I will also appreciate a refund/ compensation for the time and stress i have had to endure re no service and time spent trying to contact and communicate with xfinity. And as of now, I still don't have service. hopefully tomorrow this will be resolved

Without notice Xfinity came out a did work on our system (see pictures).

This cable is on the sidewalk and my wife and I don’t want to move it. We’re 75 & 73 and we can’t get around.

We have an assisted living facility near us and they like to walk on our sidewalk. I’m afraid they might fall

Called Xfinity but they said it would be 7-14 days to get cable buried.

They don’t care.

David Gleinn

The credit card I had on file with Xfinity Mobile to automatically pay my bill was compromised, so I had to cancel it. That simple act dropped me into a billing nightmare.

I wanted to keep my new credit card off the internet, so I sent a check to pay my cell phone bill the month after I cancelled the credit card on file. Ten days or so later, the check came back to me by mail with a note from Xfinity Mobile saying that Xfinity did not have the capacity to process payments by check, that I must pay using the credit card I had put on file when I opened the account!

I tried to call to talk to someone at Xfinity Mobile, but none of the menu options provided by their automated answering system covered billing problems/disputes or talking to a human being. So, next, I called the local Xfinity store where I had opened the account and asked if I could pay the bill there. I was told yes. I drove the 20 minutes there, only to have the computerized system at the payment kiosk there give me an error message. It did not recognize the account number. A clerk said, "Oh you can't make phone payments here, but I think you can at Walmart's Money Service desk." I went to Walmart. Their computer did not recognize my account number either. The clerk entered it to verify I had not made an entry error. It was not recognized. Everyone in line was now aware of my problem and was offering suggestions. One person said I could probably buy a prepaid credit card and use it just one time online to pay the bill. That is what I ended up doing. Having a company make it so hard for me to pay my bill, plus the $6.95 fee each month for the card, made paying my last two months of service with Xfinity Mobile highly and unpleasantly memorable.

So, meanwhile I was researching other carriers and ported my telephone number to a new carrier on the day my May Xfinity Mobile bill was issued online. I choose that date precisely so there would be no possibility of a remaining balance.

The FAQs page of the Xfinity Mobile website said that I did not need to do anything to cancel my account if I ported my telephone number to a new carrier. I ported successfully and began using my new service without incident or problems.

Nonetheless, I subsequently received a bill from Xfinity Mobile for the full month of June. Once again I tried to contact them. I tried every single menu option, fruitlessly. I could put in the effort required to pay a bill I didn't owe or ignore it. I ignored it. Shortly later, I got a notice that my service would be cut off if I didn't pay my bill. I thought, "Good. That at least will get it clear the account is closed."

I got a bill for July.

I got a notice that my service had been discontinued.

I got a bill for August!

I also got a letter from a collections agency for money "owed" to Xfinity Mobile. On August 23, I sent a reply to the collections company disputing the charge, explaining the situation as I have here. I cc'd Xfinity Mobile. Today, October 3, I received another collections letter, without any reference to my letter/reply to their previous letter.

It seems highly likely that I will receive a bill from Xfinity Moblie for September "service" sometime this week.

In summary, I ported my telephone number at the beginning of June and have been receiving phone service from another carrier since then, but Xfinity Mobile continues to bill me, ignoring both the fact that I ported away from their service and that they supposedly "discontinued" my service. Despite exploring every menu option offered by the company's automated answering program, I cannot reach Customer Service. In fact, I cannot even find them. So my options remain pay an illegitimate bill or ignore it. With collections involved now, putting my credit rating at risk, the situation is totally unacceptable.

my account is [protected]. I receive a credit each month from ACP in the amount of $30. I pay $28 via electronic check because I'm disabled--my bill is due the 26th. I sent the electronic check on the 13th. This month I was mailed a check for $28 and asked to pay large late fees. I went to the Comcast Store where an employee updated the file, removing this fraudulent late charge I don't owe. This has happened many times before. I need the account updated, removing the late fee. At that time I'll send the $28 dollars again. To do this, I need to talk to a representative. Customer service won't connect to an agent. My phone is [protected]. I've had this account for 27 years and there is no reason I should be harrassed in this way.

MY ACP credit application was approved by the National Verifiers on April 25, 2022. I called Comcast and asked them when the $30 monthly would be processed and the idiot on the phone told me they hadn't gotten. I made several calls over the next 6 weeks each time with the same answer.

On July 1st Comcast sent an email that ended up in my spam folder advising that my request was denied because there were discrepancies between my national verifier app and my app with them and that my app was denied. The e-mail indicated that the discrepancies could be a simple as punctuation difference. I found out about this e-mail in mid August.

It seems that Comcast could have called me but they didn't, instead sending an impersonal, vague e-mail.

Comcrap is now threatening to cut my service for a $78 past due amount. My response was where is the $150 in credits that y'all have denied me over the last 5 months?

Go ahead and stick your internet service up your collective [censored]s Comcast ,if you can't treat a 67 year old senior citizen right. There are other internet options available to me.

Thank goodness I don't have their phone service. Ian came through on Wednesday afternoon and although the power is back for quite a few areas, the cable is not. $300 a month and I do not have anything xfinity running. What are you waiting for? A phone call that goes to automated responses, I have a business to run and you are the only missing link. There is no way to talk to a human. Remove the customer service from your mantra... it doesn't exist.

Sept. 30, 2022: Needed to find the reason why I suddenly no longer have access to HD channels. First problem, there are no phone numbers to call. Second, when I tried to use their "chat" program, it could not understand the problem and did not give access to a real person. Third, when I finally found a customer service phone number, it automatically assumed I had an outage. It would not let me state the purpose of my call.

On August 12, I contacted Xfinity regarding a new internet plan as my previous plan of $60 had expired and I was rate was increasing. The following are excerpts from that text conversation

Comcast assistant Abhi texted –

….

Aug 12 3:48PM

(1 of 3)Comcast Care Chat: Thanks for waiting Richard, I have checked and can see that ACP is in the process and it will be done within a day or two and I can

(2 of 3) see that your bill is $75 and with the ACP you will get $30 credit so it will make it to $45 and I can go ahead and get you additional discount of

(3 of 3) $$15so it will make it to $30/mo

…

Aug 12 4:07PM

Comcast Care Chat: It would be $45/month for both mobile and internet!

…

Aug 12 4:11PM

Comcast Care Chat: Yes Richard, You will be getting new mobile and also internet and mobile bill combined will be just $45

Latest Xfinity bill is indicating $47 for just internet alone and does not include the mobile charges. I have contacted Xfinity and they know nothing about the $15 discount that was offered in original agreement by the original agent.

This morning, shortly after 11am PT, I watched a Comcast truck driving dangerously on 101 southbound, between Oregon Expressway and San Antonio Rd exits. He was driving aggressively, frequently changing lanes (at noticeably faster than the speed limit), clearly trying to speed up his trip. The worst part was when he was stuck and tailgated a car -- at 70+MPH -- at a distance of no more than 1 or 2 feet for 30+ seconds (I was on the other side able to see how close) until the car to his left slowed down to let him get over.

Not the greatest pictures, but I snapped a couple quickly when he passed me a little further up the road.

September 23,2022-9:am

The cable is out again, with the message their is no software to execute.

My cable is consistently not working and the telephone hums. Every time I call for technical support for the telephone, I am told I need new phone. I have brought 4 new phones in the 3 years since switching to Comcast. Not to mention the fees go up very regular. My cable is out more times than I can count, but yet the bill is paid on time.

I am very tired of having to pay for a technician to come and still receive poor service. The technical support service that you call [protected] is absolutely terrible.

Xfinity Assistant

From Xfinity Assistant,

Good afternoon Emmanuel.

From Xfinity Assistant,

What can I do for you today? You can say things like add HBO or no Internet connection, or just select one of the options below to get started.

From Xfinity Assistant,

Additional suggestions and FAQs

Manage my account

Billing and payments

View my WiFi info

Troubleshoot Internet connection

Xfinity Privacy Center

From You,Manage my account

Plan Details

Your plan includes Xfinity Internet service.

Regular monthly charges: $125.00

From Xfinity Assistant,

How can I help you with your plan?

View my plan details

Change my Xfinity plan

Change my devices

Change my account settings

From You,Change my devices

From Xfinity Assistant,

What devices can I help you with?

Internet Devices

Return My Devices

From You,Internet Devices

From Xfinity Assistant,

How can I help you with your internet devices?

Upgrade My Devices

Replace My Devices

Order xFi Pods

View Connected Devices

Activate My Devices

From You,Hi apparently the item that was delivered to me both are defective they get extremely hot especially the the internet hub I'm an engineer I do not trust this left on when I'm not at home please advise I think they are both old and they look to use when they were delivered maybe they were recycled I don't know but I have not trusted them to be connected because of fire and safety issue extremely important and yet I've been charged a lot of money and have not yet been able to enjoy any of the items I'm currently using a regular antenna over the air this is cause a lot of stress for my work I have not been able to telecommute either

From Xfinity Assistant,

I can assist you with xFi Pods. What specifically are you looking for help with?

Buy xFi Pods

Pods troubleshooting

Pods set up help

Return/Exchange xFi Pods

From You,I need a copy of this transcript sent to my email on file also I cannot log in correctly to my email or pay my bill my phone numbers don't match I have tried to reset everything still no work I've been paying as a gift that needs to also change I work extremely long hours like I said as an engineer and I've been forced to go back into office because my internet is not set up at home and I like to talk to someone and escalate this to a specialist and needs to be changed to possibly a business plan I see a $60 a month $65 a month I'm paying a lot of money and I have no access for no TV show nothing basically I've been paying for months 4 months of service now for zero enjoyment

From Xfinity Assistant,

I can link you to My Account where you can add a new user or update your account info.

Because your privacy is important to us, changing your billing address can only be done with the help of one of our agents.

Please select what you would like to do next.

Add a new user

Update my account info

I want to change my billing address

From You,I have a iPhone and I have this phone so I was the plan was to also switch and add Xfinity phone yet no one ever followed up to get the discount I have AT&t currently and I'm not happy with AT&t mobile I want to change ASAP if you could come by and this and since I will be working remotely possibly looking to the business plan I was like advertised for 65 a month and $300 off you can send this transcript to sfme.[protected]@gmail.com and my other number is [protected] Emmanuel salsani sent 11:58 March 3rd 2022 confidential the cell phone I'm talking to you is [protected] is also mine

Your plan includes Internet service.

From Xfinity Assistant,

Okay, I can help manage your plan and account. Let me know what you need help with.

Your Channels

Shop offers

Premium channels

Cancelling services

Moving to a new address

I’m a new customer

Coronavirus updates

From You,Are using voice command $300 gift card or $300 Visa card or something promotion with the 65 business plan high-speed internet I do not need I do not have time to watch TV so the TV is not my priority like I said the item that you have delivered the white box the gate it gets extremely hot I cannot even leave it on Guess hosted to the touch that's not a good sign so does the Black box I have used search protector quality one that I purchased for $45 so even with that still same thing

From Xfinity Assistant,

I'm not sure about that. Would you like to search Help and Support articles?

Search

From You,Sorry for typos and confusion using voice command

From Xfinity Assistant,

OK, let me know what type of Flex support I can help you with today.

Troubleshoot an issue

Remote setup

Apps on Flex

Casting to Flex

Refund or credit ALL months I been pay for not fair 125.00 a month and now account in collections 256.00$ and NO service EVER I had a fall at w and needed emergency spine surgery and ended up with 3 due to CSF leak after spine surgery and still can not walk or talk or sit up to chat longggg hours on the phone due to my medical condition confidential HEPA medical information Emmanuel Sassani confidential [protected]

I went into the local Xfinity store around 11am 09/21/2022. The store was not busy. There was no one sitting at the service window where they usually take my name and tell me to wait. There was a young man lounging in front of the window. He said: Can I help you? I told him I wanted to talk to someone. I explained I had just bought this phone and was really unhappy with it. He made no offer to help me. He immediately asked: Have you had it more than 15 days and told me if more than 15 days I could not return it for a refund. Well, I did not want to get a refund, I thought I might buy a better phone but he never, in the conversation, asked me what I wanted.

I was rather shocked and somewhat by his cavalier attitude and lack of offering me any help. He never used any of the interpersonal skills I was taught at a Comcast call center where I worked at as a CSR phone tech, a trainer and a team lead. By this point I would not have bought anything from this man after being treated in such a condescending manner.

Nothing was said for a few moments so I said, what if I want to buy a new phone. First time he showed any interest. He pointed to the display area with a waive of his hand and pointed his head and said there they are.

I said maybe I’ll just go to Tmobile and, before I could finish, he interrupted me AGAIN and said They’re more expensive, again bordering on rudeness. As a senior manager in different organizations and fields I have fired people for treating a good customer in that manner.

I Then told him: I can see this conversation is not going to go anywhere. Have a good day and left.

I was so upset about being mistreated that I was/am ready to cancel all my services and go find another provider.

I am an Xfinity customer that was told to buy an American Express card for $350.00 , I sent the American Express card and gave my information and the next day a representative from Xfinity call me and told me that they can’t accept my card, what kind of game is Xfinity playing with customers. I am going with another carrier and take some of your customers along with me. How do you expect me to buy an American Express card with just $350.00 written on it, your sales people are not right, I did what I was told for the promotion.

I went to the Xfinity office in DeKalb, Illinois to return the equipment as required. My daughter, Kim Snyder, died on September 3rd. I was told I needed a death

certificate, which I didn't have yet. Today, Sept. 20th I returned to the store with the death certificate. As usual, the two people at the desk were busy. One lady kept telling me...just a minute. I waited; then I went up again and said I wanted to give them my daughter's death certificate. She said she was on a phone call and she couldn't multi-task. Just 5 more minutes. I wanted to just leave the death certificate; no I couldn't do that. After waiting 30 minutes, I just walked out of the store. You could not pay me to have Xfinity. You always have to wait forever to be waited on. I have a lot of estate issues to deal with and going to the Xfinity store is painful. Just tell me where to fax the death certificate. I won't go into that store again. I tried calling customer service; that just led to another person from India that I couldn't understand. People better cancel their accounts before they die.

On 9/16/22, my girlfriend visited your Local Pompano Beach, FL Office to inquire about the service charges in her account. Due to language constraints, she contacted me to help with the translation. When I answered the call, I overheard the customer representative telling her in a rude manner to step aside so he can help other customers.

Once I explained her concerns, I noticed his tone of voice was not professional and answered my questions in a rude manner as well.

I asked him for other options to lower the bill and was advised to visit comcast.com for help. The customer representative failed to meet her needs and clearly showed no interest to resolve the issue at hand. Her concerns are still unresolved.

I also asked him to provide a copy of the current bill and was told that the printer was not working. When I asked him for his name, he just hung up. My girlfriend asked for his name to other employees and nobody seems to know his name.

This type of service and employee conduct is unacceptable, and should be investigated and elevated to the group supervisor for corrective actions on how to treat customers with respect.

Should you require additional information, please reply to this email. Thank you for your prompt attention to this matter.