Comcast / Xfinity
Reviews and Complaints

I am being accused of ordering something from xfinity that I did not order. I go to set up a purchase and one day before the tech comes they canceled my order and said we already have a box. I told them that I did not have anything from them. So now I have to prove I'm innocent, but until i can I am guilty in their eyes and can't order anything.

We pay for a 100MB/s download speed internet and for the last 2 to 3 months we have regularly only had maybe 4MB/s. It continuously goes out and drops to these speeds without warning. We have restarted the modem, gateway, etc multiple times to no result.
Speed tests outside those provided by the company and those provided by the company through the app have both given the same result of the abysmal speed and connection. For the first couple months, there were no issues, but now it is a daily struggle to connect to any site and get any work done, especially as many universities and companies are still online due to the pandemic.
This is kind of ridiculous, especially as it is the only internet service provider within our area. Our friends who are also on Xfinity and within a couple of miles of us are having no such problems.

I recently purchased a home in Marathon Florida. During the installation process the installers damaged carpet in two rooms while drilling a holes into the carpets. It appears the drill bit snagged the carpet fibers and ripped long lines of carpet out. Then covered the damage up by moving furniture over it. I made a complaint where the installation contractor rep. (ITG) told be to get a quote on repairing the damage and they would have it fixed. I received the quote and forwarded to the company rep. He responded with they are not going to pay. Instead, they suggested I cut a piece of carpet from my closets and repair the main damage which would leave my closet floor exposed but no one would see it. I could not believe that was their recommendation and refused. Since then I have not received any contact and my phone calls are ignored. I am hiring an attorney and suing comcast for the damages along with the $100 service charge for a "professional installation". Again, I recently purchased the home and can not set up the rooms until the repairs are done. Its been a couple months

I pay a monthly fee for 1.229 terabytes of streamed data for laptop, Netfix & Prime information and entertainment expansion beyond Xfinity baseline TV services. My average usage has been under 500 gigabytes. In December, 2021, I began receiving text messages from Comcast that I exceeded my limit and extra charges were being applied. I changed all passwords for Xfinity and home wireless router. they reported my data consumption continued to climb. I throttled back stream date streaming rates to 0.7 gigabyte video resolution to no avail. I ended the month consuming 2.828 terabytes, over 5 times average monthly usage. Scans of my laptops show no viruses or malware. I even started unplugging the wireless router at nights. After several days and many hours speaking to Comcast representatives, their standard response was for me to just upgrade costs to receive unlimited streaming capability, an additional $1, 200 per year. My request for my network device data usage details was always met with their response that the servers must be down (over 3 days of requests).

For your reading pleasure here is the "last" chat communication I had with Comcast/Xfinity.

Xfinity Chat Log from 12-31-2021 with customer - Brian

Comcast Care Chat Reply 'Y' when you are ready to chat with one of our specialists. This session will expire in 5 minutes if we don't receive a valid response. y
Comcast Care Chat We are now connecting you with a specialist. Reply STOP to cancel or HELP. Msg&DataRatesMayApplyMsgFreqVariesPerIssue
Comcast Care Chat Thank you for contacting Xfinity chat support. My name is Hussan, Who do I have the pleasure of assisting today? calling to continue troubleshooting data consumption issue explained in case # IH [protected]. In 24 hours, you state I have consumed1.234 terabytes.
Comcast Care Chat Sure I can help you with this.
Comcast Care Chat Please confirm your full name and address? XXXXXXXXXXXXXXXXXX, Fishers, IN. 46037
Comcast Care Chat Do not worry I have a wonderful a deal for you if you want to get that I will help you in this. how do I see which device on my network us consuming data?
Comcast Care Chat If you have more data consumption then it will help you to get unlimited data. if I can't solve the data leak problem, then I cancel Xfinity.
Comcast Care Chat I will check the devices, The amount of data your devices are consuming.
Comcast Care Chat I can certainly help you.">p>
Comcast Care Chat I'll quickly put this into action for you. Everything will be sorted out. my average monthly data usage is under .5 terabytes, Decembers is now at 2.956 terabytes. there is problem! i am logged in. where do I go to see device consumption? Metronet fiber has this capability for their customers.
Comcast Care Chat Let me check the complete details in your account.
Comcast Care Chat Please allow me 2-4 minutes to look into the same.
Comcast Care Chat You can also check the data consumption from Xfi app OR my account app. are you aware about them? again, review case number IH [protected]. i cannot find device detail data consumption by day or monthly accumulated amounts. per device, only account totals which does not provide granularity.
Comcast Care Chat Sure I will continue the troubleshooting.
Comcast Care Chat Could you please confirm the issue you are facing is slow internet or intermediation? did you read the case notes? i spent hours on the phone with XFinity on 10-27.
Comcast Care Chat I can also check the devices which are correctly active with your internet and which consumes more data.
Comcast Care Chat Please allow me 1-2 more minutes to check the device.
Comcast Care Chat Your patience on the chat is highly appericiable. how do I review the data? can you send me a file?
Comcast Care Chat I am sorry i can not send you the file on chat. We are not authorize to share files and videos .
Comcast Care Chat Just allow me 1-2 minutes. Checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you. regarding the last 24 hours, if we watch 8 hours of streaming tv, how do I consume 2.234 terabytes? 1.234 terabytes
Comcast Care Chat I am just checking the same.
Comcast Care Chat Just checking in. Did you have any questions? note that xfi passwords and wifi pws were all changed 3 days back.
Comcast Care Chat I am sorry currently I am getting error while checking the connected devices. you have questions. you were checking device connections.
Comcast Care Chat Thank you for additional Information. Yes if you have changed the password then it will be good.
Comcast Care Chat However I will must recommend you to please go with unlimted data plan in which you will also get wifi protection. no, you state I consumed 1.234 terabytes after password changes made.
Comcast Care Chat With unlimited data you can access data unlimted in a month .
Comcast Care Chat Yes I was checking the devices but currently I am getting error it is due to the server. it appears you are scamming me into increasing my bill.
Comcast Care Chat The data consumption is not depend on the password reseting.
Comcast Care Chat It is about the devices.
Comcast Care Chat if you have number of devices to use then it can be possible to consume more data. Comcast Care Chat No Brian it not about Increasing the bill. i have been a Comcast customer since 1990. your inability to help solve an issue is very disappointing.
Comcast Care Chat I am trying to help you with best possible out ciomed. i doubled my monthly max data allocation in one day and you are saying "its possible". i am asking for details on which device is the culprit. if your system is down, will you proactively respond when it's working again? are you there? Comcast Care Chat I really apologize for the Inconvenience. I can understand being as a customer. Comcast Care Chat Want to Inform you Brian we can check the customers connected devices. However currently the error is with the server.
Comcast Care Chat Yes I am here only.
Comcast Care Chat We appericiate you being a customer from so long.
Comcast Care Chat I never let my customer down. give me a one more chance to check it again what can/will you do? stating that I should pay and ignore the problem is not an answer. how about if Xfinity ignores the 3 times average monthly usage and does not charge more?
Comcast Care Chat Please be with me 2-4 more minutes.
Comcast Care Chat I can understand how you must be feeling now, As I am also a customer myself. it's possible I have malware on a device but need your diagnostics to determine which device.
Comcast Care Chat please do allow me 2-3 minutes. ok
Comcast Care Chat Thank you for being understanding and patient on the chat.
Comcast Care Chat I am checking on it. ok please add this chat to case no. IH201140247
Comcast Care Chat Please stay connected, I am working on it. ok
Comcast Care Chat Thank you.
Comcast Care Chat I am really sorry but I am unable to fetch up the details, It is showing error in it, It is because of server error.
Comcast Care Chat I do apologies, There is an alternative way to check this out, You can check your data consumptions in Xfi application. this server error, which was also present when I called on 12/27, may also be related to false data reporting on my account. how? tell me. i am logged in
Comcast Care Chat In the details, Under setting history. ok. just a minute for me to access that.
Comcast Care Chat Sure take your time.
Comcast Care Chat Please make sure chat tab does not get closed or disconnected. I am in my account. I see overview, billing, services, rewards, users, devices, and settings. No details
Comcast Care Chat Xfi application, It is different from my account.
Comcast Care Chat You can download from play store or app store. I am logged in on the computer. I find that any app on the phone has less information and it's much harder to read. I downloaded your XFi app several days ago but found limited information Where do I find this information when logged into https://customer got xfinity.com?
Comcast Care Chat I want to inform you it is an application and you can check it on mobile device or on the tablet only. ok, let me pull up the app.
Comcast Care Chat Great.
Comcast Care Chat Your efforts are really applicated. I can see the devices. When I click a device and then Device details, There is no data consumption information to be viewed. I am able to delete a device. I am looking for device data consumption. Where do I find this?
Comcast Care Chat Please do allow me 1-2 minutes.
Comcast Care Chat Yes please be online while I am sending you steps. ok
Comcast Care Chat Are you able to check the devices name now ? I can see the names of every device on the app and while logged in on the PC. I cannot find any data consumption information for the devices on my Wi-Fi network
Comcast Care Chat Brian, There must be an server error, That is why even we are unable to fetch up the details from our end
Comcast Care Chat However, I have raised the issue with the team itself, It would be resolved after some time. Will I be contacted when the servers are functional? We're in the app will I find this additional information? Will another link show up for each device under device details?
Comcast Care Chat I do apologies for the inconvenient. Xfinity is supposed to be a technology company but I am very disappointed at the lack of tools your employer has provided you to Help solve customer issues.
Comcast Care Chat Sure you can contact us any time. No I want you to contact me
Comcast Care Chat We value our customer.
Comcast Care Chat I am sorry to say, We are chat repair team, We does not have authorization to arrange a call from our end.
Comcast Care Chat We are here to help you, Please wait while I am sending you the link to arrange the call.
Comcast Care Chat https://www.xfinity.com/support/schedule-callback/#contact call back- https://www.xfinity.com/support/schedule-callback/#contact I understand. It appears that I have the ball. Thank you for your time. Please note however that I don't believe your employer values my time. They only say that they do. goodbye
Comcast Care Chat https://www.xfinity.com/support/schedule-callback/#contact
Comcast Care Chat We are sorry we were unable to resolved your issue from our end.
Comcast Care Chat Just checking in. Did you have any questions?
Comcast Care Chat Are you still with me? Ill be available for another minute if you have any more questions.
Comcast Care Chat Thanks for connecting with xfinity support, Have a good day ahead.

So I am moving to a State / County that does not offer Comcast/Xfinity services. FOR 25 years I have had services with them now they are charging me 220 dollar early Termination Fee. I would have gotten service Transferred if you HAD SERVICE THERE. I am moving and money is low. Charging me 220.00 is a slap in the face after all these years. Do you Honestly think I would ever take on your service again after this when available in the new Area?

I have paid xfinity excessive amounts of money for service I was told would be $65 with unlimited internet no extra for going over whatever. Now I have paid $120 to $200 per month for over two years, and if you don't pay the little bot won't allow you speak to anyone. Then they ie..lie. So we have a huge issue. I have zero issues with filing a class action lawsuit against xfinity/Comcast. I have sued many companies, I would suggest you email or call immediately [protected]
[protected]@gmail.com

I'm called 3 times. The first 2 though they said appts were made were not. The 3rd one was made with a ticket # on my acct but still is not fixed. Was suppose to be fixed last Friday. Wasn't. This will be my 4th request. I have been a Comcast customer for years. I'm not understanding this poor service. I pay a monthly fee for the repair service.

My name is James Young Director of Operations at Ecodirect Cleaners LLC.
We've been billed since 2014/15 when we closed 3520 Lake ave (ste101), Wilmette, Il 60091 and our 1908 dempster st (ste C), Evanston, illinois 60202. I've spoken to numerous customer service reps. over the months and the situation has not been resolved. As of now we've been billed $12, 984.00 and counting. We just received another bill. I registered a complaint a number of times with no resolution. They was suppose to close the account on my last call but they just gave me a CR0148144717 number and as of today it's still not corrected. Our company only use comcast even now at our new locations but with this type of service we will seek other alternatives for service. But I would like to speak with the president of this company if possible because I keep getting the run around from every level of support. All the equipment was turned in back in 2014/15 and your customer service rep stated " there have been NO activity on the account ([protected]) since 2014/15 on that equipment.

HI Am Arnulfo Agudo
[protected].

I had a slow internet connection since August, and it was getting worst as the days went over, during that time i called Xfinity customer service, every time i called your customer service rep tried to solve the problem by sending a signal to the modem or router, sometimes that would work for a while shortly after i had a slow internet again. Called customer service again they
checked everything again and found nothing wrong so they blame my computer, took my computer to the shop the technician replaced the hard
drive, i still had a slow internet, at this point i asked for a new router or modem they said there was nothing wrong with the modem, on late September they sent your technician to my house, he found a bad internet cable, the system got a little better but went back slow again after a couple of days, before the technician left i asked him to change the modem he said there was nothing wrong with it, called customer service again they told me there was nothing wrong, they suggested to go to the store to change the modem if i thought it was bad, on December 18th i went to Xfinity store got me another modem installed it and now i have the fastest internet i ever had.

Brian L. Roberts is a vile demonic fraud who cares for no one except himself. This man is a greedy devil who could care less to take care of his own clients. It takes an hour to get anyone on the phone, every time.

Brian L. Roberts laughs while people who are paying him for his service have to jump through 30 hoops to get this company, comcast, xfinity on the phone. Brian L. Roberts is a criminal and needs to be arrested for thievery.

I have been on autopay since I purchased my condo in August, 2021, and now I'm over $550.00 dollars, this company has the worst customer service and people that cannot speak English answering the phone. How in the world can I be over $550.00 in bills, and nobody can explain this to me, After I have been on the phone for over an hour trying to get an explaination this situation, even the manager cannot explain this, yet they still want to charge me late fee's, The people that work in the Panama City, Fl location are sad to say the best. Please bring the call centers back to America

I was looking online for a new provider to switch my services to. I saw some of your plans online and had some general questions. I called and spoke with a Sabrina who should not be working for your company; especially answering calls from potential customers. First, she demanded to give her my name. I say 'demand' because that's how she came across; ok... I gave her my first name and informed her that I was calling for 'general' information. She then demanded for my last name. I said that I didn't want to give her my last name as my call was for 'general' information 'only'. She proceeded to tell me that she can't help me if I didn't give her my info. I asked to confirm if she was serious; she seemed to be serious about her information and kept putting me on hold. I hope the call was recorded so your company can see how her 'don't care attitude is not a good representation of your company; and certainly not a good first impression. At any rate, I asked her to send me to someone else or manager; she again kept putting me on hold; then a nice gentleman who id'd himself as Romario and a manager came on the phone. He was really nice but unfortunately, I can't sign up tonight because of Sabrina.. and I want your company to know about it. I told Mario that I needed to complain first and then think about calling you back again. I hope I will not get Sabrina or someone else like her.

12-16-21 I have been on the phone for over an hour today trying to speak to representative about getting an upgrade phone and all I get is some foreigner. I don't want to speak to a foreigner about my business in America. This is freakin ridiculous that you hours to speak to someone in the USA. Its absurd. There should be a prompt for you to select the language you want and the country. I don't need to speak to some that speaks broken English. I have been to the comcast stores and can't get a phone and I can't even speak to someone about ordering an upgrade phone. I would love to speak to someone about this problem. [protected]@comcast.net

I'm a tenant on the same floor coming out my door listening to the customer saying let me get my mask and the driver says you don't need to wear it I'm not wearing mine. You don't say that to a customer. Driver is stupid and irresponsible saying that and needs to be reprimanded. If he would have told me that I would have said leave. There is a mask mandate here in Washington state and he knows that. Driver appt was 12:30pm License plate number C08959F Vehicle number 00438 is his vans information. Drivers like this need to take there job serious and customers health serious with the pandemic going on. irritates the hell out of me.

I have spoken to several supposed Comcast agents and none of them was worth a crap. I was lied to, some were rude and they generally just don't care anymore.
I even contacted the Top Consumer Executive, Tom Karinshak, who never responded himself. He shoveled me off to two people that were no help. I was then given a call by Executive Customer Relations. Brittani offered literally no help at all. She played the Blame Game and tried to put it off on me even though it was Comcast/Xfinity that removed 90 percent of my DVR storage and the hours of recordings I had saved for my job. I have been a loyal Comcast customer for over 30 years and they screwed me over and don't care. I'll be cutting the cord very soon! Buyer beware!

I moved during COVID and could not inform Comcast because I did not have an online account, and no one was answering the phone. I am on autopay. My router has continued to work for the last nine months. I finally reached someone on 12/8 to inform them of my new address and they turned off my router. I am being charged for a service i did not authorize or use because they said EBB would pay for it and my service is no longer working since my account number and address changed. I was on the phone with these guys from 12/8-12/10 for over 10hours and no resolution. No one speaks English.
To summarize:
I called to change address after several months because I couldn't get on online. I have physically been in my new location for 9mos and my router has worked perfectly all this time. When I finally reached someone I was given a new account number and an online account and upgraded to Internet Essentials Plus because I needed and online acct to apply to EBB. Couldn't get to EBB as the process was so herky jerky. I asked to put me back to regular Internet Essentials cause i didn't want the upgrade anyway. The tech told me EBB would pay for it but after unsuccessfully getting EBB I asked to go back to regular Internet Essential. Started talking 12/8 for 4hours on phone. Called back on 12/9 with no luck for 2 hours. Called back on 12/10 for 4hours and was able to go back to IE but was told I had to pay the balance of 26.42? I had zero balance and was on autopay. Never got my modem reactivated, never got the EBB program and moved back to regular IE and now owe them 26.42 for all of this inconvenience. What the hell is going on. No one speaks English and those that do cant see the dependencies and dont care. My service now doesnt work and I owe them for doing nothing. This is too crazy

very bad service, does work well with i phone 10/ dropped calls, can't hear people. you can't speak to a rep.
xfinity chrges more money for less and less service, getting to rep is an impossible maze. if you do get a rep they are esculate the problem.

very poorly run company. poor service,

just want to sell me a new phone. had to go back to the store 3 times cause they could not do the sim card right. incompetent service reps.

Picked up my equipment on Oct 29th. Hooked it up the next day only to find that we didn't have any cable TV. Scheduled a Tech to come out and fix the issue. Tech Came on Nov 5th and explained that we had 2 issues, one was that the cable coming into the house was damaged and second was that the main cable box was defective. After a 30 day trial period we decided that that we were going to keep their inter net and phone but wanted to return to Direct TV
For our entertainment. When we contacted Xfinity to make the change we were informed that our 30 day trial started when we picked up the equipment, not when we started receiving service. so if we switched anything we wouldn't be entitled to any of their promotional offers. We were given 2 choices, either stay with the plan that we started out with for $223.00 per month or drop the cable and pay $199.00 for the internet and phone. My argument is that our terms of service should start when service started, not when the equipment is picked up.

I purchased the security system, and all I got was an alarm on each door, there was nothing else, so I guess robbers only enter the front or back door? I paid for 12 months on this and asked to be able to cancel, the person that I talked with reassured me that I wasn't in a contract and could return all the products, which I did and then I was billed $700.00! I was told that I was in a contract, I asked for them to review my recorded conversations, because I was told that I wasn't in a contract and I would not have returned it even though I wasn't happy with what I got and what I thought I was getting. When I ordered the product it showed having an app to see who was at your front door and the house would be secure that isn't what I got. I was a long time consumer with comcast and I would have returned as a customer but the put my account into a creditor and it has wrecked my credit. I want to fix the problem, I want this taken off my credit. I have disputed this because I really feel I was right and didn't do anything wrong, I was told I could do this! I have always paid my bills and this is just wrong to do this.

I will never work with xfinity again. Their customer service is very difficult to talk to a live person when nothing in the menu even came close to resolving problems. I finally started the process to transfer my account to another provider, it took two days dealing with customer service to release a code to unlock my phone. They originally told me it was emailed to me, it wasn't, and then I lost connection. When I called back the agent told me that my problem was resolved, but is wasn't. The agent was able to get me the info I needed. However, the problems took two days to resolve and my phone was not working for this period. I had to use my wife phone, she chose to get a new phone so she didn't have to deal with transferring a phone. I am so glad I have I speed internet, I will never have to deal with this Company again.