Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business was contacted in May 2025 to cancel service due to the customer being deceased on 4/21/25. I was notified that I would need to go to a branch to resolve, which I did on or about 5/28. I couldn't had gone any earlier as I did not have the proper documentation from the courts and the coroner to do so. The account was cancelled in May, however, I am expecting a refund from services not used from 4/29/25 - 5/28/25 (their billing cycle). I was told upon cancellation and presentation of documents required by Xfinity to cancel the account, that I would need to wait a couple of weeks and then inquire about a refund, as the store was not able to process any transactions. I contacted Xfinity *************) and explained the situation and was told that the refund was approved and to expect a confirmation within ***** hrs. On 7/7 I followed up to find out when I could expect the confirmation notice and refund and was told they are not going to make a refund. Not sure why one Xfinity operator would say yes, and another no, but if they record their calls they should be able to find it - Also, they should clearly be able to see zero activity on these services from 4/21/25 and on and they have a copy of the death certificate on file showing date of death. I am requesting they make a refund for the services, clearly not used, for the month of billing May 2nd - June 1 to the estate in which autopay was used to make the original payment. Thank You.

  Business Response

  Date: 07/11/2025

  July 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** ********
          *******************************;
          **********, IN 46140
  
          Case Number:    23564695
          Date of Notice:   July 7, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******** regarding Xfinity service.
  
  On May 11, 2025, we processed the final payment on the account. ***** ******** passed away on April 21, 2025. On May 28, 2025, **** ********, the account holder's brother, contacted us by phone and was instructed to take a copy of the death certificate to the service center. 
  
  On May 29, 2025, **** ******** visited the service center to present the necessary documentation. The account was reviewed, and the cancellation was processed on the same date. On June 7, 2025, **** ******** followed up with us regarding the refund amount that he received. Upon reviewing the account, we realized that we had not backdated the services to April 21, 2025, the date of ***** ********** passing. 
   
  On July 8, 2025, we applied for an adjustment to the account to cover the services from April 21, 2025, to May 29, 2025. This credit will appear on the billing statement dated August 1, 2025. 
  
  On July 9, 2025, I spoke with **** ******** to explain the credits applied and informed him that it would take 10 to 15 days to process a refund. I also sent an email to the finance department to request a check for the refund. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Astashia K.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********
  
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently switched to Xfinity a couple of weeks ago, and ever since, my experience has been incredibly frustrating. Suddenly, my iPhone 12 began showing ************** and I have been without cell service since.I contacted support through your online chat, but it was a disaster. I spoke with three different agentsnone of whom were able to resolve the issue. To make matters worse, one of them even deactivated my phone line, which only added to the problem.I then visited an Xfinity store for in-person help. The staff member there did their best and even reached out to your tech support team, but they were also unable to fix the issue.Ive now spent over five hours trying to fix a problem I didnt cause. My phone still has no service and is essentially unusable. This has been a horrible experience and a complete nightmare to deal ******* extremely disappointed and expect a prompt resolution. At this point, Id like either the issue fixed immediately or to be released from my contract so I can find a provider that works.Please address this urgently.Sincerely,

  Business Response

  Date: 07/09/2025

  
  July 9, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** ****
  
              *** 80019
  
  
                Case Number:                    23553418
              Date of Notice:             July 3, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity Mobile service.
  
  On June 12, 2025, ***************** initiated an eSIM order for a Bring Your Own Device with an Apple iPhone 12,subscribing to the ************** Plan.
  
  On July 4, 2025, ***************** initiated an upgrade order purchasing an Apple iPhone 16, subscribing to the Premium ************** Plan with a Device Payment Plan spread out over 24 months.
  
  On July 8, 2025, I spoke with ***************** regarding the Xfinity Mobile service concerns. Mr. **** has not had any service issues since upgrading his device to the Apple iPhone 16.  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************
  
  Sincerely,
  
  
  ***** *.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 07/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** Real
  
  

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (Note I have been a customer with this company since 1981) In Jan 2025, I requested to lower my bill and the co. sent 3 boxes and later a service person to install. After speaking to service person, I decided not to get the boxes installed. Told him to take the boxes back- since I had hip problems and could not walk. While speaking, he forgot to take the boxes, I called him and he said he would stop bye when in the area. On 1-27-25 I had right hip removal surgery and was hospitalized for 1mth. Got out Feb *******, as you can imagine was not in any condition to walk. I paid my Xfinity bill over the phone and did not see that Xfinity was charging me $35.55 monthly for un-used boxes. I am still in a ****** and have just recently felt better to the point I have started looking over my bills. When I realized that I was being charged extra for the last 6 mths , I called the company and was told to bring in the boxes to get refund. Since I need help and housekeeper works on Wed, she took me in 6-18-25 since I cannot get down the stairs with the box and my cane. Returned items and was told to wait 24hrs and call for refund. I called and spoke to **** and was told he would refund $213.30. (note held for 1 hr while getting refund). Two days later got email no refund would be issued. Called again held over 90 minutes and was told they would get back to me within 24 hrs. To date I am still waiting its been 4 days. I sincerely feel I have not been treated appropriately for being such a long time customer. Requesting your assistance to resolve this problem.

  Customer Answer

  Date: 07/10/2025

  Wanted to thank you for your assistance with filing my complaint.  The matter has been resolved and refund given.

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity cable did an automatic withdraw or automatic payment on an account that is not mine do not have xfinity took the money out of my bank and will not reimburse it

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       *** ***** ****
              *********************
              *******, MA 02571
  
              Case Number:                      23541877
              Date of Notice:             July 1, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ***** **** regarding Xfinity service.
  
  On July 1, 2025, I spoke with Ms. **** regarding a bank account withdrawal. Per Comcast records Ms. **** does not have a Xfinity Account. Ms. **** informed me that she allowed a family member to use her debit card to make a payment on a Xfinity account and subsequently additional automatic payments were made using the debit card. I advised Ms. **** to reach out to her Financial Institution regarding any unauthorized charges.
  
  I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** D
  Executive Customer Relations
  
  

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged a $170 early termination fee by Xfinity, despite their contract clearly stating this fee is waived if a customer moves to an area not serviced by **********************. Thats exactly what I did. Multiple customer service **** confirmed I would not be charged, and that their credit department would handle the issue without sending it to collections. Yet weeks later, I received a vague text saying, your credit issue has been closed and no further action is required. No other notice was provided.Then I found out Xfinity did send it to a collections agencydespite promising they wouldnt. One rep even told me it was an automated mistake and that there was no account set up. I called the agency and confirmed that an account was opened. It took over 3 hours on the phone to speak with a supervisor, who admitted the contract states I should not be charged, yet only offered a $100 creditnot a full reversal.This is unethical and feels intentionally misleading. They acknowledged their own policy, told me I wouldnt be sent to collections, and now Im being penalized for trusting their word. This kind of treatment is *************** requesting:1.Full removal of the $170 charge 2.Confirmation the collection account is closed *********** that my credit will not be affected ************ needs to be held accountable for deceptive and dishonest practices.

  Business Response

  Date: 07/11/2025

  July 11, 2025
  
  
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:***** ******
  , FL 32246
  
  
  Case Number:23537079
  Date of Notice:June 30, 2025
  
  
  Dear Sir/Madam:
  
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  
  On July 2, 2025, I spoke with Mr. ****** regarding an early termination fee concern. Our records indicate that on April 21, 2025, Mr. ******* account was voluntarily disconnected with a stop billing date of April 11, 2025. On April 21, 2025, an early termination fee was applied for the remaining 17 months of the 24-month contractual agreement accepted on August 16, 2024. 
  
  
  Upon review of the account, the decision was made to waive the early termination fees associated with the cancellation of the account. As a courtesy, a credit was applied to the account on July 2, 2025, and will appear on the billing statement dated July 21, 2025. Additional compensation is not justified and is respectfully denied. A refund is not warranted. The account now reflects a zero balance and is scheduled to be removed from collections within 24 to 48 hours. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  
  
  ******* *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I wanted to follow up and share how impressed I was with the Xfinity *** handling my case, *******. She took the time to thoroughly review the details, clearly explained the contract terms, and didnt rush to a decision. Her communication was transparent, respectful, and solution focused. I felt like she genuinely wanted to get it right, and the resolution she provided was both fair and appreciated. I hope Xfinity recognizes how valuable employees like ******* are, she turned a frustrating situation into a positive one.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in April. I moved my internet services. My device wasn't connecting. I called Xfinity and a representative said she would need to send a new internet device. She never said she set up another account under a wrong last name. I called and a representative stated she would send out a worker, never disclosing it would be an additional $100 cost. I called and received a credit. Not only did I now have a second account I was being charged for but I was charged 100$ for a service I never knew was additional. I ended up receiving another internet device in the mail. I never opened and returned it to my local Xfinity store. The workers could not find any info on this device (because the second account was under the wrong last name) I still didn't know I had a second account. I then made NUMBEROUS chat agent conversations I have proof of stating I was being charged twice. No one would call back and no information was given. Finally a representative found the account under ***** instead of *****. I paid a total of around $160.00 in auto pay for this account that has no connected internet device, no activity. I have made several tickets being told first that I will receive a call back. NO CALL BACK. I was told a refund was issued. NO REFUND ISSUED. then I was told it would take 30 days to receive a refund. THEN RECEIVED a ticket escalation telling me my request for a refund was denied. This whole situation has been a nightmare and I was charged for a second account I didn't consent to and didn't use. Every representative said they would help and didn't and after all this the representatives STILL tried to sell me their cell phone services and security service. THE ****** After receiving this information I will close my account I do use and will never return to Xfinity after this. I have auto pay and never had a issue. They take advantage of paying customers and I would never trust this service. I will let all social media know and friends and family never to use.

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** *****
              ****************
              *********, CA 93635
  
              Case Number:                      23536950
              Date of Notice:             June 30, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ***** regarding Xfinity service.
  
  On July 2, 2025, I spoke with Ms. ***** regarding her concerns. Our records reflect the account is currently enrolled into a 24-month promotion for the Connect More Internet package. This package was effective April 2, 2025, through April 30, 2027, at which time retail rate will apply. The package does not include additional services, equipment or applicable taxes and fees which are subject to change. The account also receives a monthly self-service discount with enrollment into both automatic payments and paperless billing.
  
  Our records indicate, at the same address listed above with a different account number ending in 4576, ******** was enrolled into the Superfast Internet beginning on April 2, 2025, through June 17, 2025.
  
  On June 17, 2025, Ms. ***** spoke with a representative and scheduled a disconnection of service effective June 17, 2025, as requested, for the account ending in 4576. Additionally, the account ending in 4576 shows no internet usage. As a result, on June 18, 2025, a credit was applied to the account ending in 4576 to offset the payments processed.
  
  Due to the credit applied on June 18, 2025, Ms. ***** is due a refund. The refund will be applied to the last payment method on file, and Ms. ***** should receive a refund to this account within 2 to 4 ********************** weeks. We will follow up with Ms. ***** to ensure receipt of the refund.
  
  With respect to the service-visit fee charged to the account ending in 4386, our records indicate on April 3, 2025, there was a service-visit during which time a service-visit fee was applied to the account.
  
  On May 20, 2025, a representative spoke with Ms. ***** regarding billing-related concern. Our records reflect a credit was applied to the account on May 20, 2025, for the service-visit charge and will reflect on the July 26, 2025, billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Xfinity on June 29th 2025 and spoke to a **************** *** about my bill. I explained the situation to the ***, but she didn't seem to understand what was going on. I asked to speak to another ***, and she said ok. She placed me on hold for a very long time. **************** 101: Ask the Customer if He/She can be placed on a brief hold, so that the ***(In this situation can look for another ***). When on hold, check with the *** every 2 minutes at least, to let them know what's going on/ that you're working on the situation: Finally, getting back from the hold, and saying: Thank You for holding and your Patience..... This *** left me on hold for a VERY LONG time. She did not check on me at all. She came back on the phone and stated that a Supervisor/Manager would all me in 10 minutes. I am still waiting for that call 17 hours later. That was Bad ****************, a Manager did not call me and my issue was not resolved. Thank you Xfinity for once again letting me down.

  Business Response

  Date: 07/08/2025

  
  July 8, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ******
              ********************
              ************,** 30134
  
  Case Number:      23535898
                  Date of Notice: June 30, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On July 2, 2025, I spoke with Mr. ****** ****** regarding his customer service concern. During my conversation, I advised ********* all feedback has been sent to the appropriate leadership team regarding his interaction. I extended an apology for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Gay R.
  Executive Customer Relations

  Customer Answer

  Date: 07/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23535898
  
  I am rejecting this response because: The issue was not resolved. But, you can close this after sending this to Xfinity. They're not going to do anything for me anyway. I knew that from the beginning.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/29/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I told Comcast/Xfinity I was having dropped internet service and they sent a repair man to look for a problem on April 24th and they replaced the line to my house and I was still having problems, so I discontinued their service. They sent me a bill for $100 for the service call which they never told me there would be a charge before the visit or during. I called to complain several times and even went into a local store. I finally was able to get someone to help me on the phone on May 20th and they said I would have the credit for this charge in 48 hours and was given this confirmation: ECM0013962355. I was just emailed yesterday, June 28th saying I was going to be referred to a collection agency if I did not pay the bill. I then called customer service again and was told they were not going to credit my account as they had promised on May 20th. I was lied to, never told there would be a $100 charge. I want this resolved with this charge of $105.51 removed from my account. I have no equipment to return. Thank you.This is the contents of their email: Pay your balance to avoid your account being placed with a collection agency Your Xfinity service was recently disconnected, but you still have an outstanding balance of $105.51. If you do not pay this balance, your account will be placed with a collection agency. Please note that while your balance may contain fees for unreturned equipment, only your bill amount before unreturned equipment fees will be turned over to collections. Visit our return site to see the specific equipment that you need to return and the best way to get it back to us.

  Customer Answer

  Date: 07/07/2025

  Please close this complaint, they contacted me and issued a full refund. Thanks for your prompt service!

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in on Friday 6/27 and spoke to a representative over 45 minutes trying to troubleshoot an internet issue that magically appeared after they performed maintenance in my area. The representative told me that my account had not been activated fully despite being a customer for over 2 years, then told me she couldn't do anything to help me and to schedule someone to come out and check the lines on Monday 6/30/2025 at no cost. Then I proceeded to be harassed by phone calls from the company to confirm the appointment. I took a call today at 10:43 a.m. who refused to tell me the reason why he called until I asked him several times. Then he claimed to be there to help troubleshoot my internet issue and was calling to confirm my appointment for Monday. I asked how he thought he was going to troubleshoot it with me, since they said they couldn't help earlier, and why he needed me on the phone to do it. Instead of answering my questions he just repeated himself again of who he was. I don't appreciate being harassed when I already have a technician scheduled and the company still claims to have service problems in the area. They can easily see that my internet has latency issues that they caused and until that latency issue is cleared up on their end, there's nothing I can do. So stop harassing me and stop having representatives call me, being unable to articulate themselves and refusing to answer questions. I have blocked to ************** Xfinity telephone number in order to prevent future harassing calls. Please contact me via email. Also, it is impossible to reach Xfinity regarding any kind of a complaint. This is why I came here.

  Business Response

  Date: 07/11/2025

  July 11, 2025
  
  
  
  
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  
  Re:****** *****
  *******************************************************
  ****************
  
  
  Case Number:23534258
  Date of Notice:June 29, 2025
  
  
  Dear Sir/Madam:
  
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ***** regarding Xfinity service.
  
  
  On June 30, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing and tightening the fittings. On July 7, 2025, I spoke with Mr. ***** and verified that services are working correctly. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  
  
  ******* *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was apologized to for the harassment I received via their auto dialer to confirm an appointment I had scheduled the day prior. While the service was fixed, there are still technical issues such as on 7/10/2025 where speeds dropped to 30 mbps, for a period of 3 hours. Ultimately, the purpose of the BBB complaint focused not on the restoration of service but on being harassed by their callers, as well as the poor customer service experience that took place answering one of those calls. Apologies are appreciated, but the main need here is reform on their calling processes. 
  
  Regards,
  
  ****** *****
  
  

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity ran a line from our neighbors house at ******************************************************************************* through our property at ********************************************************************, without us knowing about it. I have went to my neighbor and they are hardly home and the one time I did speak to him about it he said he didn't know anything about it. So I went to Xfinity in hermitage and they said they will send a technician out to the address the issue and remove the line so it isn't hanging low and is not going through our tree. It's been 4 months now and they have yet to have a technician come out and change the wiring. I have had several *** tickets through Xfinity only for them to close later without an explanation. I have been to the Xfinity store in hermitage several times and have spoken to all of the managers and they say they will take care of it and get a technician out to the address only for a week to pass and nothing happens. I have called the corporate number for xfinity to and they are the ones that tell me the *** tickets close without reason. All I want is two things: One is for them to raise the line above 12 feet since it is low and I can't park my 13ft 6inch tractor trailer in my own drive way without damaging the cable line. Two is to move the line to the right some so it isn't going through the tree. I have not cut the cable line yet but I think I am in my legal rights to do so, since to me it is trespassing but I am not familiar with the laws since xfinity has not told me what legal rights they or my neighbors have on my property! Thanks

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              312 Starboard Court
              *********, ********
  
              Case Number:                      23529202
              Date of Notice:             June 27, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity service.
  
  On July 1, 2025, a Xfinity Technician confirmed that there are no low-hanging wires present for the address on Starboard Court. However, the technician did observe that the ground/bond wire from the power company appears to be damaged at the pole, and it is not lying on the ground. Additionally, the line referenced in the photos submitted has been identified as an AT&T service drop.
  
  On July 2, 2025, I communicated via email with Mr. ***** and shared the information above, and I referred Mr. ***** to AT&T for assistance. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 07/09/2025

  It has been resolved.

  
  

  Thanks