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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

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  Comcast

  3303 Main St Springfield, MA 01107-1111

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  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

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:10/31/2022

  Type:Order 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 Comcast TV, Internet, and home phone service on September 9, 2022 due to incorrect billing for 7 months and total lack of customer service. Cancellation bill had illegitimate charges of: $29.98 for "services added Sept 9 - 28" (cancelled everything Sept 9); also has $60 termination of contract fee ($10/ month for 6 months, actually only 5 months!) which contract never went into force because it was predicated on Comcast reducing my bill $30 per months (***** call on 2/7/22) and have this in 2/7/22 email from Comcast., which never happened and multiple calls to Comcast **************** never got any resolution, so cancelled service. Comcast is know for a total lack of ****************, could site other examples. Will pay legitimate bill, but not these illegitimate charges.

  Business Response

  Date: 11/17/2022

  November 17, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*****************************
  240 *********************
  ********, ** 30071
  
  Case Number:18325065
  Date of Notice:October 31, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  The Affordable Connectivity Program (***) is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under ***, current and new?Xfinity Internet customers who verify their eligibility through the ***********************************.s National Verifier?and then enroll in *** with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their Xfinity Internet and/or Xfinity Mobile services once they complete?the full enrollment process. More details about *** with Xfinity are available at Xfinity.com/acp. 
  On November 3, 2022, I spoke with ************************ and confirmed there is no record of ************************ applying through the National Verifier or through Xfinity for the *** prior to him requesting to disconnect his services on September 9, 2022. In order to receive the ***, ************************ would have had to apply through the National Verifier, confirm his qualification, and receive an application *** Then, using the application ID, he could apply for the *** through Xfinity using the *** Once the applications are submitted, it can take up to 1 to 2 billing cycles for the approved *** credit to be received. On October 21, 2022, I emailed instructions to ************************ on how to apply and enroll into the *** if he restarts his Xfinity service in the future. 
  
  With respect to his service disconnection, on September 7, 2022, a disconnection work order was received and entered on the account to terminate services effective September 9, 2022. This disconnection was placed at Mr. *********** request. On September 19, 2022, the disconnection order completed at which time the account was disconnected reflecting a disconnection billing stop date of September 9, 2022. On September 19, 2022, the account generated a final balance owed which consisted of an early termination fee and charges for services billed from August 29, 2022 through September 8, 2022. ************************ was not billed for services past his requested disconnection date.
  
  With respect to the early termination fee, on February 7, 2022, ************************ accepted a 12-month promotion with term contract for a package that includes *********** Superfast Internet, and Xfinity ************** effective February 17, 2022 through February 17, 2023. An early termination fee was applicable if the services were fully disconnected prior to the completion of the term agreement. There is no exception to the early termination fee other than a disconnection of services within thirty days of acceptance. ************************ reviewed the terms of the pending order and approved the change verbally via the Interactive Voice Response system. After acceptance, he received an order confirmation email. I apologize for any inconvenience that ******************** may have experienced while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  ****************** 
  Executive Customer Relations

  Customer Answer

  Date: 11/17/2022

  [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: 18325065
  
  I am rejecting this response because:
  
  

  The response is mostly offuscation because I am not eligible nor have I ever applied for the Affordabel Connectivity Program (ACP).  Seems like a standard letter insert?

  The bill did contain "Services Added September ****" of $29.98 which I disputed.  ********** (the guilty never seem to use last names!) convinced me this was mis-worded and it was for "discounts added back to the bill."  

  The contract was null and void as Comcast did not satisfy the terms of the contract of which I have a copy and which included a reduced bill (any lawyer knows terms have to been satisfied by both parties to an agreement).  Therefore, the "Termination Fee" of $60 was not valid.  After months of trying to get someone in Comcast to recognize their not reducing the bill, which cost me $120 out of pocket, I gave up and cancelled.  Comcast keeps raising rates, thinking the customer will not leave, regardless of how poor their customer service.  You cannot reach anyone in management, they do not even publish a phone number or management personnel for their Regional Office!  Comcast has a total lack of **************** in billing and for services provided.  ************ did take the $60 off the bill and I paid the remaining balance -- to keep from having to deal with incompetence.  Went to AT&T for $60 less per month.

  Regards,
  

  
  *****************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/29/2022

  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'm trying to access information about my Comcast account for internet service. When I look to see information on the desktop application about my data usage, devices, equipment, etc. I see none. This was available before, but now it is just promotional information about purchasing said services which I already have. I called customer support, they did not know how to direct me to that information and told me it must be a bug. When I asked if this bug had been reported to their IT team, or if I could speak to their IT team they informed me it was not possible, they have no recourse to report the bug, and may not be aware of the bug either. They told me I can download an application on my phone that may show me that information but I did not want to download that to my phone and found that to be an obtrusive option. I currently have no way of viewing essential information regarding my service in my account, and they gave me no indication when or if it will ever be fixed.

  Business Response

  Date: 11/17/2022

  November 17, 2022
  
  Better Business Bureau 
  1880 John F. Kennedy Blvd., Suite 1330 
  Philadelphia, PA 19103
  
  Re: *****************************
  **** *******************
  Spokane, WA *****
  
  BBB Case: ********
  Date of Notice: October 28, 2022
  
  Dear Sir or Madam: 
  This letter responds to the above-referenced complaint submitted to your office by ****************************** 
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in *******************’s area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 368 GB per month.  Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month.  Alternatively, customers can add an unlimited data plan for an additional $30 per month, or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).  Under this policy, customers are given one courtesy month per 12-month period during which they will not be charged for exceeding the 1.2 TB data usage threshold.   If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. 
  
  Affected customers were notified of the data usage plan policy via U.S.P.S mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity Residential Services Agreement,  Xfinity Internet Broadband Disclosures,  as well as its Xfinity Internet Additional Terms  and Xfinity Internet Acceptable Use Policy,  which all Xfinity Internet customers agree to abide by as part of the Xfinity Residential Services Agreement.  In addition, details of the policy and frequently asked questions are available for review online,  and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  •An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  •Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  As of Aug. 4, 2022, the Xfinity xFi website, found at internet.xfinity.com, is longer be available for customers to manage their home WiFi network.  All the features of Xfinity xFi, including assigning user profiles, controlling connected devices and setting family-safe browsing, are available in the Xfinity app.
  Customers can download and use the free Xfinity app to adjust any of their WiFi settings, pause WiFi or use other existing parental control settings.
  A Comcast Customer Security Assurance (CSA) technician made several attempts to contact *** ******** to advise him of the above information. Unfortunately, all attempts were unsuccessful. The technician verified that *** ********’s modem is properly assigned and provisioned for his account and that the data usage recorded for the *** address associated with *** ********’s modem is correct. The technician left a message with his direct contact information should *** ******** have further concerns or questions regarding this matter. 
  We apologize for any inconvenience or frustration *** ******** may have experienced with regard to this change.  Should you have any questions or require additional information, please feel free to contact CSA.
  

  Sincerely,
  Comcast Customer Security Assurance
  **************

• Initial Complaint

  Date:10/28/2022

  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.

  On 10-6-22 i went into Comcast and paid my bill with my Merriest Credit Card ,Since i didn't have money in my Bank Account at the time. Approx. -3 days later Comcast withdrew the money for this "same" months payment again out of my ***** of America Account). I contacted them after 3 separate contacts they said they would return it back to my account. They did not. Now I'm being told they have no record of me being Double Charged. When clearly i came in comcast on the 6-th and paid. They overdraft my account 3-days later. The amount is $197.00. Then $ ***** over draft. At the time I payed on the 6-th. I request cheaper package. (Payed; On my Credit Card Account). Business Comcast provide: I pay my cable bill a month in advance. Once I pay my bill I will not be double charged. Nit give me the run around when this happens. Nature is as I'm being double charged I'm given different stories. Instead of them confirming me paying in person. Then them automatically drawing the money from my account. They did not try to resolve issue. Mostly waiting on phone to hear a different story. At one point i was told it would be there on the 20-th.My address and phone number are the only tracking numbers they required of me to draw money from my account. I had very limit communication with this company. The day i went in to pay my bill i also requested a smaller package. The contact info here in my Complaint was the Mgr. who was not there when i went in. They gave me her card and told me to call her. She never called back. (******************* Retail Store Mgr.)

  Business Response

  Date: 11/17/2022

  November 17, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:***************************
  1252 ********************, Apartment 2
  *********, ** 94086
  
  Case Number:18330924
  Date of Notice:November 1, 2022
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On October 6, 2022, **************** accepted a 12-month contractual promotion for ********* effective October 6, 2022 through October 5, 2023. The contract discount is effective October 6, 2022 to October 14, 2023, due to the billing cycle date. When the promotion expires regular rates will apply. Equipment, taxes, and fees are not included in the promotion price and are subject to change.  
  
  On October 6, 2022, there was an automatic payment for the amount stated on the September 10, 2022 billing statement. The September 10, 2022 billing statement was for services rendered September 15, 2022 through October 14, 2022. There is no record of a onetime credit card payment being made at the retail kiosk on October 6, 2022. 
  
  On November 10, 2022, I contacted **************** to discuss his concerns and advised him of the aforementioned information. I explained our records indicate the payments made on September 2, 2022 and November 4, 2022 were made at the retail Kiosk with a credit card.
  
  On November 15, 2022, I followed up with **************** and advised the new email receipt he provided regarding the Kiosk payment is not for the date of October 6, 2022, the date the overpayment was to have taken place. As such, no refund is warranted because there was no double payment made to the account. As a courtesy, I applied a credit to the account which will be reflected on December 10, 2022 billing statement. I apologized for any inconvenience that *** 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:10/28/2022

  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&#**;ve had H343030**3435**3332H, I pay my bills on time. They keep raising my prices. They charged me ******************************************************************************************************************** a refund. I canceled in September, but they are telling me that they still have an account for me. They charged me ***** yesterday. First time they charged me was on 9/16. They ******** my account and used an account they were not authorized to use. I want my ***** back they took without authorization.

  Business Response

  Date: 11/03/2022

  November 3, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:***********************; 
  503 *************
  **************** 60440 
  

  Case Number:18246158
  Date of Notice:October 19, 2022                                    
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service. 
  
  On November 2, 2022, I spoke with ************** regarding her billing concern. I confirmed that our records show that her last billing cycle was from August 27 to September 26, 2022, and ************** disconnected her services on September 15, 2022. During this billing cycle, she was moved from our Unlimited plan to our 3GB shared data plan; however, she exceeded 3GB, which resulted in an additional GB being charged. In addition, the previous invoice from July 27 to August 26, 2022, was not paid and carried over to the current invoice. This, along with the additional date charge, brought the bill to the amount referenced in the complaint. I informed ************** that Xfinity Mobile requires enrollment in AutoPay, as per the terms and conditions she accepted when she began services on March 22, 2021. Therefore, any payments auto-drafted were authorized. As services were used, these charges are valid and cannot be refunded or waived. I apologize for any inconvenience experienced while attempting to resolve this matter.    
  
  I trust this letter 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,
  
  
  ****************
  Xfinity Mobile Executive Resolutions
  
  

  Customer Answer

  Date: 11/03/2022

  [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: 18246158
  
  I am rejecting this response because:
  
  Good morning, this is ***********************, and I did speak with a representative for Xfinity, and he informed me that yes I did cancel on September 14, 2022 and I did request them to stop using my card. He stated that he did not stop my service until the end of their billing cycle which was September 26, 2022 and continue charging me even thou I had switched over to another provider and assumed that I was using my new provider and I was. He allowed me to going over my minutes when I had cancelled my service with Xfinity already.

   

  Then they use my card without my permission and my card is still on file even though I request them the remove. This is fraudulent activity this is being carried on by Xfinity, that is if they have your card they can do anything they want and this is not true.

   

  Please remove my card ending in **** from your file, and refund my money of ***** that was not authorized for you to do so.

   

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

  
  

• Initial Complaint

  Date:10/28/2022

  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.

  Over charged and collected without my consent my last cancelation bill.

  Business Response

  Date: 11/03/2022

  November 3, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       ***********************
              ************************************************************************************************************************************************* 33411
  
              Case Number:              18323370
              Date of Notice:             November 1, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On November 1, 2022, I spoke with ****************** regarding an early termination fee (ETF) concern. I informed ****************** the early termination fee is a fee that applies to customers who have agreed to a minimum-term contract and disconnect all Xfinity services and/or move to a non-Comcast market during the term of the agreement. Customers received a special price or offer in exchange for agreeing to keep the service for a certain period of time. Since the original agreement of the duration of service could not be maintained, the Early Termination Fee is applicable.
  
  Upon review of your account, our records indicate that on May 10, 2022, ****************** accepted a 12-month term agreement for Connect Internet at a contractual rate per month for the first 12 months. The term agreement was effective from May 11, 2022, through May 11, 2023. The term agreement included an ETF after the first 30 days if all Xfinity services were terminated during the term of the agreement. The early termination fee (ETF) was expected to be reduced every month beginning the second month during the term of the agreement.
  
  We complied with a request made by ****************** to end the 12-month agreement on September 21, 2022.  As a result, the early termination fee applied to the account is valid. On October 1, 2022, an ETF was applied to the account,resulting in the final balance. Our records indicate that on October 14, 2022,a payment was applied to the account to clear the balance, and at this time the account is reflecting a zero balance.  I apologized for any inconvenience that *** 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: 11/04/2022

  [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: 18323370
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/28/2022

  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 signed up with Xfinity August 2021. The service never worked. I called for help, the service would work for an hour or so and back off. I was told it may be due to my location. However was advised no to cancel as they were working on a resolution. I was called about the bill and I advised again the service was Not working. Ultimately the service was terminated due to none pay as I explained was due to the service not working. Next I began to receive collections calls. I advised the same thing over and over. Fast forward to 10/20 I called spoke with several individuals. Some tried to advise of other accounts at different addresses. I was finally able to speak with a supervisor. She advised me that the fee would would be waive. And that my credit would be updated. She advised that she would call me back on 10/21 I didnt not receive a call back. I called today and there are no notes that indicate that the fees would be waive. And that they can not find any of the calls that I made, that were made to me nor when the supervisor called me on 10/21. However I have proof of the call on 10/20 when the supervisor advised that she would call me on 10/21 to confirm that the fees have been waived.

  Business Response

  Date: 11/11/2022

  
  November 11, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************., Suite 1330
  ************,** 19103
  
  Re:      
                  Case Number:                      18314093
              Date of Notice:             November 1, 2022
  
  
              *************************
              *************************************
              *********, ** 30016
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On November 10, 2022, I spoke with ****************** regarding his Xfinity account concerns. ********************** account was disconnected on October 12, 2021, with the effective date of September 12, 2021. The account was disconnected for non-payment with a balance owed, which included an unreturned equipment charge. The account was turned over for collections on October 27, 2021. The equipment was returned on April 1, 2022, removing the unreturned equipment charge however, leaving the account with a remaining balance. Review of interactions confirmed that an outage occurred on October 20, 2022, and ****************** was advised a credit would automatically appear on the account within 24 hours, but a credit was never applied. On November 9, 2022, a credit was applied towards the account to compensate for the service. This credit will not appear on a statement as the final statement for the account already generated however, reflected on the account on November 9, 2022. I apologized for any inconvenience that *** 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:10/28/2022

  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 have been a customer of ********************** for at least *************************************************** my home. Fewer people reside at my residence. I am at work all day. I have recently started receiving messages: "you have exceeded your data plan" I thought I was on an unlimited plan. I have never received such messages and have no proof of me exceeding my streaming plan. I am being charged additional money with no proof of what they are alleging. Is this an attempt to get more money from customers. I need to made aware of changes. The threat that I have exceeded my plan therefore pay more money, without proof or my knowledge of a particular plan seems illegal.

  Business Response

  Date: 11/16/2022

  
  November 15, 2022
  
  
  Attn: Complaint Department
  Better Business Bureau
  1880 **********************************************, Suite 1330
  ************, ** 19103
  
  Re:*******************
  4547 ******************
  ***************, ** 48323
  
  File Number:18303328
  Date of Notice:November 1, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by ************************
  Ms. ****** is subscribed to Xfinity ********** and Connect Internet services, which does not include unlimited data.
  
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in Ms. ******* area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 368 GB per month.  Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month.  Alternatively, customers can add an unlimited data plan for an additional $30 per month or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway). Under this policy, customers are given one courtesy month per 12-month period during which they will not be charged for exceeding the 1.2 TB data usage threshold.   If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. Ms. ****** exceeded her 1.2 TB data usage threshold in April *************************************************************** ****** again exceeded her 1.2 TB usage threshold in August, September, and October 2022, for which she incurred overage charges.
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity *********** Services Agreement,  Xfinity Internet Broadband Disclosures,  as well as its Xfinity Internet Additional Terms  and Xfinity Internet Acceptable Use Policy,  which all Xfinity Internet customers agree to abide by as part of the Xfinity *********** Services Agreement.  In addition, details of the policy and frequently asked questions are available for review online,  and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage: An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to Ms. ****** when she was approaching, had reached, and exceeded her 1.2 TB threshold.
  To ensure the accuracy of its usage meter readings, Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month.  ***********, an independent auditor of the accuracy of ISP data usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter.  The most recent *********** report can be viewed at https://www.***********.com/audit-reports/. 
  As *********** has noted, there are many sources of unexpected consumption that *** contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household.  This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates *** be significant. 
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic.  P2P sharing applications *** operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic *** be caused by security compromises affecting a users PC, mobile device, or wireless gateway.  Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors.  These attacks *** result in significant data use.  As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.  
  
  Customers should secure and actively manage their personal devices and home network.   Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose.  Comcast merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses. 
  On November 9, 2022, a Comcast ***************** Assurance technician spoke with Ms. ****** to advise her of the above information.
  
  We trust this letter provides your office with the information required in this matter. 
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  

• Initial Complaint

  Date:10/26/2022

  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.

  I have a canceled mobile account .I never had a account with my phone, I started to but changed my mind while still in the store -.They reassured me it was canceled . When I did do this it was in a ** to start with.I kept the account open for a few weeks with my ex boyfriend phone.That too canceled right away!They Keep billing me since then.I have canceled it numerous times Dozens of phone calls as well as Many Many visits to the stores!Last month I went into the ******* store Again .They reassured it Was CANCELED once again !TODAY I recieved other bill!!! I NOLONGER HAVE NOR HAD ACCOUNT WITH THEM FOR ALMOST 2 MONTHS!!!!!!

  Business Response

  Date: 11/14/2022

  
  November 14, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
   
  Re: *******************************
  94 Washington Square
  *****, ** 01970
  
  Case Number:18318820
  Date of Notice:October 27, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  On August 26, 2022, ******************** spoke with a Xfinity Mobile representative and completed an order for one line of Xfinity Mobile service with unlimited data with a Bring Your Own Device. On August 28, 2022, ******************** visited a Xfinity retail location and added a second line of service with unlimited data and purchased a ******* Galaxy A13. At this time, a replacement SIM card was ordered for the August 26, 2022, order. Inadvertently, Ms. ********* device was active on both SIM cards, which caused a third line to be billed in error. 
  
  On September 26, 2022, ******************** requested to deactivate her two lines of service. On October 1, 2022, the third line was deactivated. On October 28, 2022, I applied a credit to clear the remaining balance due on the account. 
  
  With respect to her contact dispute, ****************** was contacted within the time frame referenced in the complaint. We placed this call to for a change of service confirmation for Comcast services, and not for telemarketing purposes. At the time Ms. ********* telephone number was not on the Do Not Call list. On October 28, 2022, the telephone number, ************** was added to Comcasts Do Not Call List. While it is possible that ******************** may receive additional calls within 30 days of that date, Comcast will refrain from dialing this telephone number for any reason, including non-sales purposes in the future. I apologize for any inconvenience that has been experienced as a result of this matter.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **********************
  Regulatory Compliance Team

• Initial Complaint

  Date:10/26/2022

  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.

  I was signed up for services and automatic payment arrangements without my consent. I was signed up for Premium DVR services on or about the 29th of September. I did not consent to this service. I was scheduled to have to pay almost $50.00 per month for this service and only avoided such charges by driving to the closest Comcast (xFinity) facility and having an agent remove the service from my account. I noticed only today, (October 26th, 2022), that my bill was scheduled to be paid automatically with a withdrawal from my bank checking account on November 11th, 2022. I never consented to having my bill paid automatically. I have called the company several times for an explanation of this. The representative of the company, when I can reach one, invariably disconnects the call without any explanation of any kind. I am not getting the services I am paying for and I can receive no explanation as to why this is the case. (I turned off the automatic payment feature myself and am unable to find any record of it having been added.)

  Business Response

  Date: 11/14/2022

  November 14, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: **** ********
  *** **** ********* ****
  Unit ***
  Bellingham, WA *****
  
  Case Number:    ********
  Date of Notice:   October 26, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******** regarding Xfinity service.
  
  On November 1, 2022, I spoke with *** ******** to discuss his concerns and review his account with him. Our records indicate that on August 27, 2022, an order was created; however, the original order did not include the Premium DVR service. On August 28, 2022, a representative added the DVR service, and the order was completed on September 2, 2022. 
  
  On October 3, 2022, the Premium DVR service was removed from *** ********’ account. On October 4, 2022, a credit was applied to *** ********’ account to compensate for the Premium DVR service. The credit reflected on the billing statement dated October 24, 2022. 
  
  Our account records reflect, on October 3, 20222, *** ******** signed up for Autopay. On October 26, 2022, *** ******** was un-enrolled. On October 26, 2022, *** ******** re-enrolled in Autopay once again, then un-enrolled again on October 31, 2022. Please be advised, there was no representative involvement with *** ********’ being enrolled in the Autopay.
  
  On November 11, 2022, a service call was completed. That same day, our Technical Operations team advised they informed *** ******** that not all channels are available in 4K, at which time the non-4k box was swapped with a 4K DVR. On November 14, 2022, I spoke to *** ********, and confirmed the aforementioned. 
  
  I trust this letter 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 (720) 267-6165.
  
  Sincerely,
  
  Mizraim L.
  Executive Customer Relations
  

  Customer Answer

  Date: 11/15/2022

  [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: ********
  
  
  
  I am rejecting this response because:
  

  Contrary to the response from *** *******, I never authorized Xfinity (Comcast) to add either "autopay" or "Premium DVR" to my services. These services were added to my account without my consent.

  I understand that few channels broadcast in Ultra High Definition, however I have never seen any Xfinity (Comcast) programming in Ultra High Definition. Why have I been supplied with a "4K" cable box if there is no "4K" programming? What purpose does this "4K" cable box, with its innumerable technical issues, serve?

  I have found Xfinity (Comcast) to be consistently deceitful and incompetent in my interactions with them. Were there any alternative in cable television providers, I would not hesitate to cancel my Xfinity (Comcast) account.
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:10/26/2022

  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.

  On August 2nd, a Comcast driver was called to our house. He drove off our driveway and did damage to the newly paved driveway. He had to be towed out. We have been trying to get a payment but constantly get the same thing run around. We are on the phone just to constantly get disconnected. They must of put in over 20 tickets but it goes no where.Two claim adjustors came out and nothing. Its very frustrating. And no with the cold weather we can not fix it till next spring. The damage repair could be more.Thank you, **** & ***************************** ************ cell

  Business Response

  Date: 11/08/2022

  November 8, 2022
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103

  Re:       ******* *********
              ** ********* ****
              Ogden Dunes, IN *****
  
              Case Number:              ********
              Date of Notice:             October 27, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ********* regarding Xfinity service.
  
  On October 31, 2022, I spoke with *** ********* and confirmed that the damage claim has been referred to ******* ****** Insurance Company. I provided *** ********* with an updated Claim Number *********** and direct contact representative and phone number ###-###-####. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter 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 ###-###-#### Extension *******.
  
  Sincerely,
  
  Jason Z.
  Executive Customer Relations

  Customer Answer

  Date: 11/29/2022

  [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: ********
  
  
  
  I am rejecting this response because:
  
  
  
  

  We were told by Comcast that the check was being mailed out and that we should of received it no later than 11/18/22.

  As of11/28/22 no check.

  I know you guys closed this but we didn't receive the check like they told you guys and us.

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