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, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

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:08/20/2024

  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.

  Cancelled service with Comcast 7/31/24. They charged me until 8/10/24. Never did they turn off auto-pay, and on 8/19 they charged me $100.78. We moved to a state that does not have Comcast. Then they charged me a fee of $140 for early termination. I asked them to see what that was as I didn't recall that was a thing that I agreed to. The contract was set to end 10/24. Was told by multiple people that I was getting a refund in the amount of $84.50. Now they are telling me that I owe them $25.23. Story kept changing with each person I spoke with. So I am clueless as to why I am not getting the $84.50.

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************************
  ******************************************************************************
  
  Case Number:22168540
  Date of Notice:August 20, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity service.
  
  On August 29, 2024, I spoke with ************************ and confirmed on October 26, 2023, he enrolled in a 24-month term agreement for Gigabit Internet effective October 26, 2023, through October 26, 2025. The agreement included a 48-month transitional promotional rate for Gigabit Internet beginning October 26, 2023, through October 25, 2026. On October 26, 2026, the rate would increase to the year four rates which would be valid until October 25, 2027. ************************ also received a 12-month promotional rate for xFi Complete effective October 26, 2023, through October 25, 2024. After the promotions, retail rates would apply. ************************ also had one free Xfinity ******* Box. The rates do not include taxes or fees. ************************ also received an additional monthly discount for enrollment in automatic payments and paperless billing. 
  
  On July 5, 2024, ************************ scheduled a disconnection of service with an effective stop bill date of July 31, 2024. The disconnection order was completed on August 10, 2024. 
  
  On August 15, 2024, an automatic payment drafted the amount due from Mr. *********** July 19, 2024, billing statement, which resulted in the account having a credit balance. On August 20, 2024, a credit was applied for a service issue, and will be reflected on the September 10, 2024, billing statement.
  
  ************************ disputed having a Xfinity ******* Box. Although we have no record of the box being returned to Comcast, on August 29, 2024, the Flex box was removed from the account as a courtesy. 
  
  The final bill statement dated September 10, 2024, will reflect a credit balance. Our records confirm the billing is accurate. ************************ will receive an email to the verified email address on file with options on how to redeem the refund. We will follow up with ************************ to confirm he receives 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,
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:08/20/2024

  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.

  On July 25, Xfinity laid a temporary repair cable as a result of a severe lightning storm. They have rescheduled appointments, not shown up, and not communicated to permanently fix the problems. A temporary cable line is violating HOA appearance standards and Xfinity has left us in limbo.

  Business Response

  Date: 08/30/2024

  August 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************************
  **********************************;
  ********************
  
  Case Number:22168240
  Date of Notice:August 20, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Our records reflect that *************************** is not an authorized user on the account in question. I spoke with ******************************* on August 21, 2024, and explained that I would follow up once technical operations confirmed that the bury drop line was completed. I have not been able to reach her since. On July 14, 2024, a technician replaced a defective box and drop line. The bury drop line was completed on August 21, 2024. I apologized 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 **************.
  
  Sincerely,
  
  
  ****** (************
  Executive Customer Relations
  

  Customer Answer

  Date: 08/30/2024

  [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 with the job completed. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair 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.

  My son was in ****** for two days and was charged $456.08 for data. He received a message stating that he might incur different charges, but the message did not explain that if he were to accept a different option, the charges would be $5/day. The message was unclear and confusing and almost seemed to be intentionally vague so that we would be duped into paying 10x the available rate. It is unethical and unfair.

  Business Response

  Date: 09/09/2024

  
  September 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************************
              ******************
              ***********,** 19332
  
                  Case Number:                      22168227
              Date of Notice:             August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On August 2, 2024, a text message was sent to the phone number ending in ***** regarding the pay-as-you-go rate for Canada's calls, text, and data or to pay a flat rate of $5 a day, add a Global Travel Pass by calling Xfinity Mobile support for free at ************* or by visiting your account:***********************.
  
  On August 3, 2024, and August 4, 2024, emails were sent detailing the increase in the roaming charge associated with the phone number listed above.
  
  I spoke with ********************** on August 21, 2024, reviewed the above information,and applied a one-time courtesy credit to the billing statement issued on August 19, 2024, for the international charges. 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 Resolutions
  
  

• Initial Complaint

  Date:08/20/2024

  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.

  Id like to know why my bill went up to $300. And when I called I spoke to **** from the *********** that was rude and disrespectful you can never get a live representative when you call Comcast I dont wanna deal with text messaging I want to live agent. I will cancel my service because Im sick and tired of Comcast every time I call theres an issue or I cant get a live American person or I have to deal with a text message this is ridiculous

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:***************************
  ******************************************************************************
  
  Case Number:22168047
  Date of Notice:August 20, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On July 12, 2024, ******************** ordered Xfinity ******************** with two cameras. The cameras were billed in six monthly installments. On August 19, 2024, ******************** canceled the Xfinity ********************. At this time, the remaining installments for the cameras came due and these charges appeared on the August 26, 2024 billing statement.
  
  The equipment return policy allows for a refund if services are discontinued within 30 days of ordering them and, provided that equipment is returned within 45 days. Unfortunately, the account is not eligible for a full refund of the equipment given that services were disconnected past the 30-day return period.
  
  On August 29, 2024, I communicated with ******************** via email to discuss his concern and advise him of the aforementioned information. As a courtesy, I applied a credit to the account that same day to cover the charges incurred which will be reflected on the September 26, 2024 billing statement. ******************** has been asked to return the cameras to a local service center at his convenience. 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 Response Team
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair 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.

  Rate was set to go to an unacceptable price. Internet speed's good, but television package is about 120 more than are used. I WON'T pay nearly $230 per month to watch a couple channels. Alternatives I found could have set me to about $90/month with a $50 Home Internet from T-Mo, and the Sling Blue package. I called in because I would give Comcast a chance after 14 years, to put something together. Most options involved cutting down, and only making a token price reduction. I was told of how the Blue package "lost" so much of the things the present TV package had. I pointed out that the number of unused channels wasn't a selling point. If they're never used, they're never missed. I had three specific channels that were the absolute musts (three national news channels) I was told that the cheaper plan did not have them (turns out true), but that they were available on -demand via Peacock. Turns out this is a lie. I tried contacting customer service. The phone put me through a robotic loop that kept trying to text me to some chatbot that would just have to put me through to a real human. The bot put me into a hour-plus queue with a human that vanished on me after I explained my issue. Subsequent attempts to reconnect were met with "we're busy come back later". Valued business...?I was mildly tolerant when I received a token apology because my new modem was shipped, addressed to my non-disclosed disability - rather than my name (I still tell people). I was less than thrilled at the utter incompetence shown by the call center **** when I clearly identified a data breach. I recognize I have options, and it looks like I need to use them if this company's **** are going to outright lie to me to make a sale. If the goal was "We want to to not even look back when you go to the competition", congratulations! Did you think that it would take longer than a day to find out the hard requirement to keep service wasn't there? Did you think I wasn't serious?So, here I am

  Business Response

  Date: 09/06/2024

  
  
  September 6, 2024
  
  Better Business Bureau
  ****************************************************************
  *********************
  
    Re:     ****************************
  *********************************************************************
  
  File Number:                 22167920
  Date of Notice:              August 20, 2024 
  
  Dear *** or Madam:
  This letter is in response to the above-referenced complaint submitted to your office by *****************************.
  Comcast was unable to substantiate the privacy concerns raised in Mr. ********** complaint. *************************** investigated Mr. ********** complaint, and the result of the investigation found no signs of compromise to the account.
  On August 21, 2024, a Comcast *************************** technician placed additional security measures onto ************************** Xfinity subscriber account profile to further protect his online account access information from unauthorized changes.
  
  On August 21, 2024, a *************************** technician contacted ********************** to discuss his concerns and explain the above information.  The technician provided their direct contact information should ********************** have further questions or concerns.    
  
  On August 21, 2024, an Executive Customer Relations representative spoke with ********************** regarding his billing concerns. ********************** confirmed that on August 20, 2024, he agreed to a new package and that his billing concerns had been resolved. The promotional pricing is effective from August 20, 2024, through August 28, 2025. The representative apologized for any inconvenience and frustration he experienced while waiting to speak with a representative.
  Should you have any questions, please feel free to contact us.
  Sincerely,
  
  Comcast ***************************
  ************

• Initial Complaint

  Date:08/20/2024

  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.

  This company does constant maintenance in my internet goes down. I can't even call in to complain or ask for a refund because the phone tree says that they're dealing with an outage in my area and therefore a customer service agent can I help me and then they hang up. This is very frustrating. I do work at night with my information being on the cloud without having internet access I'm dead in the water. If this is scheduled maintenance they could at least give me a heads up letting me know that my internet would be down. If it's scheduled they know what ahead of time and they can give their customers warning so we're not basing our work schedule around a period where we can't access the internet. So unprofessional. Monopolies suck!!

  Business Response

  Date: 08/30/2024

  
  August 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:********************;
  ******************************************************************************************
  
  Case Number:22167902
  Date of Notice:August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Our records confirm that on August 20, 2024, there was a service outage in ******************** 's area at 12:06 a.m. due to planned maintenance activity. On August 20, 2024, the maintenance activities were completed, and services were restored. On August 22, 2024, an unplanned outage was reported at 12:02 p.m. and was cleared when services were found to be working properly in the area. On August 26, 2024, I corresponded via email with ******************** and confirmed services were working normally.
  
  On August 26, 2024, I applied a credit for the loss of service. This credit will reflect on the September 1, 2024, billing statement. 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
  
  

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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 purchased an I-phone 12 mini in cash at the Apple store in ********** in 2021. I had service with T-Mobile. In January 2023 I went to the Xfinity store at ********************, *******, GA ***** and brought my I-phone 12 mini with me. The people at the store could not figure out how to unlock the phone. Because they wanted me as a new customer, they decided to give me an I-phone 12 mini which would work on their system. There was no money transaction. I have never received a bill for same. Today I received an e-mail indicating I was eligible for an early upgrade. However, I had a devise balance of $105.19. I called Xfinity. I was basically told by the first ****** I spoke to that there was nothing he could do. So I asked for a supervisor. I explained all the above to her. She said I was part of a promotion and had to pay the $105.19, or wait until my contract was up in January 2025. I feel that this is wrong. I did not buy the phone from them. I brought my phone over from T-Mobile. It is not my fault that they could not unlock the phone I brought over from T-Mobile. They gave me a phone, so they could get a new customer and a commission. I was not part of a promotion. I went to the ******* store today, but the sales ****** I had in January 2023 was not there. The turnover of their sales people is very high. I want to terminate my business as an Xfinity mobile phone customer now, not in January, and do not feel I should have to pay them anything, certainly not $105.19. I feel I am being strong armed and not being treated right. I am very disappointed at what they are trying to do. I told the supervisor I was going to make an official BBB complaint. I do not want to be a customer of theirs, if this is the way they treat customers.

  Customer Answer

  Date: 08/21/2024

  This afternoon I received a phone call from a *******, who advised she is case manager on my case.  She said she was with corporate escalation at the corporate headquarters.  I assume she works from home, because when I asker her whether she was located at ***************, she said no and did not offer a location of where she is at, which I know is neither here or there.  I explained to her everything that was in my complaint, that I brought an I-phone 12 mini to the Comcast store in *******, **, that I was with T-Mobile, and that I wanted to switch to Comcast.  The Comcast sales clerk was unable to unlock my I-Phone mini.  I waited 3 days while they tried to unlock the phone.  I went to the Apple store in ********** and was told by their supervisor that Apple does not sell locked phones.  They are all unlocked.  ******* could only say they are not responsible for unlocking a phone.  It was up to the former carrier to do so.    She insisted that I was under a promotion.  I said that was news to me. I was not told this by Comcast sales agent at their store in *******, GA.  I was told because they could not unlock the phone that they were giving me an I-phone 12 mini, the same type of phone that I had at T-Mobile, so they could sign me up as a new customer.  I told her she did not understand my situation.  She said she did, but she insisted I was under a promotion and a contract.  If I wanted to close the account I would have to pay the remaining amount on the promotion of $105.19 or wait until January when the contract would be over. She further advised I was being billed and credited monthly for the phone.  However, I could not find any such charge. I told her I was not under a promotion and should not be under a contract.  I brought my phone over from T-Mobile to their office.  They could not unlock it, which is not my fault.  I was not told by their sales person I was under a contract. I would not have switched to Comcast, if I had known I was going to be under contract. She said she did not know what the sales agent told me.  Again, it is not my fault their agents turn over a lot and that he is no longer there. I have never received a bill indicating a charge of $24.67 per month and that it was credited out.  All I want is to have Comcast close my mobile account, which she would not do, unless I would pay Comcast $105.19, which I should not have to do.  I told her that continuing our conversation was pointless, that we agree to disagree.  She said she would e-mail me a copy of a recent bill that would show where I was billed and credited for a monthly charge.  I have not received it yet.  I told her there is no way I could recommend her firm, and that I was very disappointed.  

  Business Response

  Date: 09/10/2024

  Please see attached response

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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.

  My comcast service has been a problem for well over a year. I have spent countless hours contacting them to try and get it resolved. Only after I made a first BBB complaint did anything get done, but the issue persists. My wife and I work from home and we constantly have to work off cellular data because the home internet we pay for with comcast does not work as advertised. They have no interest in fixing the issue as the area I live in is considered low value to them.They did some work to a spanner cable for the area, but that only seemed to help a bit. The quality of their service is constantly degrading. They tell me to buy new equipment because I can't use all the speed they are giving me, but that is not the issue. The issue is packet loss and signal loss constantly. At this point I feel they owe me hundreds of dollars because of the poor service and personal time I have had to invest in getting Comcast to do their job and provide the service that I pay for.

  Business Response

  Date: 08/27/2024

  
  August 27, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *****
              **********************
              *********** 60559
  
                Case Number:                    22167340
                Date of Notice:             August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ****** ***** regarding Xfinity service.
  
  On August 22, 2024, I communicated via email with Mr. ***** wherein a service visit to address the service issue was refused. Our records indicate that on August 16, 2024 an outage occurred in Mr. ****** area that caused the loss of service to multiple customers due to a residential power outage. On August 16, 2024, the residential power was restored, and the outage cleared.
  
  On August 19, 2024 a service visit was scheduled for August 22, 2024. On August 21, 2024 the service visit was canceled per Mr. ****** request. I verified that all Comcast equipment is within necessary signal level specifications. Mr.****** request for compensation has been respectfully denied. Without cooperation from Mr. ****** we are unable to provide a resolution. 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: 08/27/2024

  [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: 22167340
  
  I am rejecting this response because:

  Comcast has been very slow to respond.  The initial appointment was setup without my knowledge.  I asked the *** to continue with trouble shooting the issue where it was left off in June.  He has refused multiple times insisting that we must start the process over by allowing techs into my home.  At Comcast's demand I have upgraded my modem and agreed to allow them an appointment in my home to look at my network again, which has already been determined to not be the issue.

   

  My reluctance to let them in my home stems from Comcast denying on my previous complaint that anything was wrong with their network to later find a bad cable attached to the node in the neighborhood.  Also the *** keeps threatening me that if Comcast finds anything wrong with my network they will charge me for the tech visit.  We already know my equipment is not the issue from multiple visits before.  They have lied in the past regarding the true cause of their service issues.  I have already endured an expense to upgrade my modem per Comcast's demand and it has not resolved the issue.
  

  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/10/2024

  
  September 10, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *****
              **********************
              ********, ** 60559
  
              Case Number:             22167340-Rebuttal
              Date of Notice:             August 30, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ****** ***** regarding Xfinity service.
  
  On September 3, 2024, I corresponded via email with *** ***** regarding his concerns. Our records indicate that on August 16, 2024,an outage occurred in *** ****** area that caused the loss of service to multiple customers due to a residential power outage. On August 16, 2024, the residential power was restored; and the outage cleared. On August 30, 2024, an appointment was completed at which time the technician replaced the underground cable drop, installed a new mocha filter, and replaced the splitter and connectors at the outside drop.
  
  On September 5, 2024, a maintenance technician visited the location and replaced an amplifier, the tap, connectors, housing, and adjusted the passive at the node. On September 5, 2024, a service appointment was completed at which time the technician determined the customer owned wireless modem was contributing to the service concern. The technician offered to install a Comcast-leased modem which was declined by *** ****** The signal levels to the equipment reflect as being within the appropriate ***************** attempts to follow up with *** ***** were unsuccessful.
  
  On September 9, 2024, a credit was applied to the account for the service concern experienced from August 19, 2024 to September 5, 2024. The credit will be reflected on the September 11, 2024 billing statement. I apologize 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 ***************
  
  Sincerely,
  
  **** *.
  Executive Customer Relations
  **************

• Initial Complaint

  Date:08/19/2024

  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.

  Hello,On May 19, 2024, I contacted Xfinity **************** to request a cancellation of service as the price kept increasing. I was offered a faster speed of 500Mbps for the monthly cost of $55/month. I signed the offer and received email confirmation. After 3 months, upon checking my account, the speed was kept at 300Mbps for $66/month. I contacted Xfinity again and was told that the service upgrade order was cancelled without my knowledge. I saw 2 missed calls from Xfinity without voicemail and I couldn't call back since I did not know what it is about. There was no email communication regarding the cancellation of order. I asked Xfinity to honor the offer as in the email I received in May 19, but they said they cannot. They only credited back $50 credit as a compensation for overcharging almost $100 the last 3 months. The fact that they cancelled the order without informing customer and do not try to make it right even when I have the email confirmation of service upgrade is totally unacceptable. On top of that, when I was trying to log in to my account, the ********************** application automatically switch my credentials to a different account. I was able to access all personal information of that person including name, address, billing information as attached. This is a very serious issue in security. I wonder if my personal and financial information is getting leaked.

  Business Response

  Date: 09/06/2024

  September 6, 2024                                                                                           
  
  
  BBB of ******************* & ********************
  **********************************************************************************
  **********************
  
  
  Re:       *******************
              ********************
              ****, WA *****
  
  File Number:             22167205
  Date of Notice:             August 20, 2024
  
  To the Better Business Bureau:
  
  This letter responds to the above-referenced complaint submitted to your office by *******************.
  
  On August 22, 2024, a Comcast ***************** Assurance technician contacted ******************* and verified that ******************* secured their online account and that ******************* is enrolled in two-factor verification.[1] ******************* confirmed they are only seeing their account information and do not require further account security assistance.
  
  In reference to the billing concerns, the initial offer that ******************* agreed to on May 19, 2024for Fast Internet a promotional rate for 24 monthsdid not complete because of a processing error. Xfinity attempted to reach ******************* at that time to explain this information, but we were unable to reach them.
  
  On August 21, 2024, a Comcast Executive Customer Relations representative contacted ******************* to advise them of the aforementioned information. During that interaction, a service change to Fast Internet at a promotional rate for 12 months with a 12-month agreement was completed. The promotional offer is valid from August 21, 2024, to September 10, 2025. The agreement is valid from August 21, 2024, to August 21, 2025. In addition, a 12-month monthly discount was added. The account will receive a monthly discount while enrolled in paperless billing and automatic payment using a bank account.
  
  Sincerely,
  
  
  ***************** Assurance
  *************
  
  
  [1] **********************************************************************************************************

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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.

  Lost internet service, spoke with Xfinity chat agent support to resolve issue. They could not resolve the problem. They asked if I wanted to schedule a technician to come out and see what the problem was. The technician came and checked my modem and cables and couldnt find anything wrong with my system internally. He stated he has one more place to check and would need to go by the main box across the street. Upon his return he noted that my cable was disconnected within the main box resulting not having WiFi for five days. Only another technician would have access to the main box and cables. WiFi was now working after the reconnection of our cable.Fast forward a week later I received Xfinity mail at my address for someone who doesnt reside at my home. So I called Xfinity again to make them aware of the mixup/mistake and the chat agent told me the technician actually mistakenly typed my address number under the new account and was to disregard the mail (still receiving mail for that person)Then I got a bill with an additional $100 charge for the technician coming to my home to fix my WiFi problem? The problem was externally and not internal to my home, how was I being charged for the incompetence of their technician who disconnected my service for five days! Ive requested my refund twice without any resolution to date. If this was a bad modem or cable in my house no problem paying the $100!I did download both chat conversation with the chat agent if required.Thank you

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************************
  FL 32065
  
  Case Number:22167149
  Date of Notice:August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  On August 27, 2024, I spoke with ******************** regarding a billing concern. On June 21, 2024, a service visit was scheduled during which time the technician completed the visit as a customer equipment problem. As a result, a valid service visit fee was applied to the account on June 23, 2024. Service visits involving customer education, resolving customer-owned equipment concerns, and inside wiring concerns are eligible for a service charge.
  
  During our conversation, I explained that the service visit fee was applied correctly. As a one-time courtesy, a credit was applied to the account on August 20, 2024 for the service visit fee. The credit reflected on the August 25, 2024 billing statement. 
  
  Lastly, the request for a refund has been respectfully denied as ********************' account is active and the billing on the account is accurate. Refunds on accounts are only processed if the account has been disconnected, all equipment is returned, the account finalized, and a credit balance remains on the account. I apologized 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 **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations