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

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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:01/06/2023

  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 am an ACP recipient Affordable Connectivity Program, a government plan paid to comcast of 30 dollars a month, i have services that total 25 dollars a month, but every month comcast insist on billing me instead of wait a day or 2 longer for the ACP payment, they are threatening my service and trying to remove money from my bank for a bill i dont even pay month after month they are doing this i have called several times to inform them they will get paid by the program in a day just adjust my bill to be due when they pay it instead of pestering me month after month and still today they sent me a bill email at 3 in the morning ermail alert for a bill i dont owe or pay please have them fix the billing cycle to solve this they wont listen to me

  Business Response

  Date: 01/24/2023

  January 24, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  **********************
  Richmond, IN*******
  
  Case Number:********
  Date of Notice:January 6, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** regarding Xfinity Mobile service.
  
  On January 11, 2023, a Comcast representative reached out to *** ****** and reviewed his Residential account. On January 11, 2023, was explained that on March 10, 2022 he applied for the ACP. On March 12, 2022, *** ****** was approved for the ACP. On March 13, 2022, *** ****** received a ACP credit that reflected on the billing statement dated April 2, 2022. From April 30, 2022 through January 7, 2023, *** ****** has been receiving a ACP credit that will reflect on the May 2, 2022 through February 2, 2023. There is no record of *** ****** receiving a disconnection/collection request about his residential account. *** ****** also had an issue with receiving emails that his billing statement is ready to view because he is on EcoBill that I removed on January 11, 2023.
  
  On January 13, 2023, I spoke with *** ****** regarding his Xfinity Mobile concerns. *** ****** refused to verify his Xfinity Mobile account. I advised without proper verification we would not be able to discuss account specific information. On March 12, 2022, *** ****** was approved for the affordable connectivity program (ACP). *** ****** was receiving his ACP benefit on his Xfinity Mobile services. I advised *** ****** as a general overview of the ACP program; the credit does not cover taxes / fees associated with the line of service. On January 6, 2023, *** ****** cancelled his Xfinity Mobile line of service. As of January 13, 2023, *** ****** does not have an outstanding balance and will not be billed going forward. I apologized for any inconvenience this may have 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 ###-###-####.

  Sincerely,
  
  Amy T.
  XM Executive Resolutions

• Initial Complaint

  Date:01/05/2023

  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 Wednesday, January 24 at approximately 1:30 I went to the Xfinity store in Oak Ridge, where I signed up for an account. At that time I specified NO Auto-pay. I was however billed electronically, through auto pay, but without the discount. The staff and the manager were incredibly rude and told me to download the app. I said that I didn't want to and they told me it was the ONLY way to make changes to my account or pay my bill. Finally I said okay, but asked that they walk me through the process in the store. The app would not download and they said they didn't have Wi-Fi (rediculous, how could they be using desktop computers and signing people up for accounts with no internet?). We finally determined that they did have internet and downloaded the app but it would not allow me, and they could not figure it out either, to deselect auto pay. They said it's because I wasn't signed up, but I said I had an email from Xfinity saying my account was billed. They said, without looking at it that it was a fraudulent email. I said wait, let me pull it up, and several members of the staff, one in particular who refused to give his name, said that I would have to leave. I refused and pulled up the email, which did indeed have the last four digits of my credit card. Then I asked if they could print a copy of the bill. The employee who had been so rude then said he would call the police if I didn't leave the store. I told him to go ahead. I asked again for a copy of the bill. They refused. I asked if they could pull it up so that I could take a screen shot of it on their computer. Finally they agreed to that and then then they told me that if I didn't want auto pay I would just have to go to ******* and pay the bill (which they couldn't print for me) in cash. During the course of this conversation I was informed that they did not work for Xfinity but **** ***, that if I had a complaint I should go to the corporate office in Knoxville, which has no direct phone number.

  Business Response

  Date: 01/20/2023

  January 20, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  ***********************
         *** ******** ****
        Oak Ridge, TN *****
  
  Case Number:   ********
  Date of Notice:  January 9, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On January 13, 2023, I spoke with ************** regarding a bank account withdrawal. Records indicate that on November 13, 2022, a payment was received towards the account. During the payment process on November 13, 2022, the account was updated to continue with monthly automatic withdrawals.
  
  On December 2, 2022, an automatic payment was processed on the account. This payment is reflected on the bill dated December 10, 2022. On January 2, 2023, a payment attempt was made via automatic payment. However, the payment attempt failed. Our records indicate that on January 2, 2023, the automatic payment option was removed from the account. On January 13, 2023, a credit was applied to the account as a courtesy to waive an installation charge. The credit will reflect on the bill dated February 10, 2023. 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 *********************************.
  
  Sincerely,
  
  ****************** 
  Executive Customer Relations 
  

• Initial Complaint

  Date:01/05/2023

  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.

  In January /2022 I open a account with Xfinty for the first time. I paid in advance $270.00 and never got full services with out problems or interuptions to services. After being told they will fix the problem and credit my account I was latter told by Xfinty because a account was open in a different state and different address with my same name but not my social security number that I will be responsible and required to add someone else debt to my social securty and link it to my name even though it doesnt belong to me. I have contact ******* and the local police that both inform me adding any account that I did not open if reverse fraud. Account **** ** *** ******* ID theft claim ***********

  Business Response

  Date: 01/31/2023

  January 31, 2023
  
  Attn: Complaint Department
  Better Business Bureau
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***** *****
  *** ******* ***** ******, Apartment ***
  Fredericksburg, VA *****
  
  Case Number:               ********
  Date of Notice:             January 6, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************
  
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1] Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contact the victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, Comcast will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the victims credit file. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
  
  An incomplete fraud packet was submitted. In order to process this claim, **. ***** will need to provide the following documentation:
  
  Proof of residency during the time the Comcast services were under his name. A lease agreement, utility bill, or mortgage statement with his name can be submitted.
  
  On January 26, 2023, a Comcast Customer Security Assurance technician contacted **. ***** to advise him of the aforementioned information and address any other concerns. The technician provided their direct contact information so **. ***** can contact them with any further questions or concerns.
  
  We trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact us at *************.
  
  Sincerely,
  
  Customer Security Assurance
  
  [1] ****************************************************************;

  Customer Answer

  Date: 02/01/2023

  [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: This is not a new or recent incident with Comcast and it has been over a year that I have gave them the opportunity to rectiy this mistake. i have send them ww2 ,social security ,utility bills lease agreements. All the thing you should not send to a untrustworthy company. I have even sent a copy of all the request paperwork that comcast ask to the BBB to look over. I have old record conversation with comcast employees and recent recrded conversations and emails with ************************* whom told me he received all items. I then got a call a week later from a *****; Technician #*** that told me he dont know whom *********************** is. I will send the BBB my emails and recordings  with comcast and if this is not rectified by comcast in the next couple of day I will be talking with the sheriff department. I hope this letter clears up any contradictions or misleading information. Thank you for your time.

  ***** ***** <*********************> Tue, Jan 24, 7:23 PM (8 days ago)
  
  to **********
  
  One attachment Scanned by *****
  
  
  ****************************************** 25, 2023, 9:35 AM (7 days ago)
  
  Good Morning ******** Thank you for returning these details to me. I will share them with the appropriate for further review and we will be in contact to revi
  
  ***** ***** Jan 25, 2023, 2:41 PM (7 days ago)
  
  Sounds good, thank you.
  
  ***** ***** <*********************> Jan 26, 2023, 11:55 PM (6 days ago)
  
  to ***********
  
  ********************,
  
  This email serves to acknowledge the receipt of your Better Business Bureau (BBB) complaint. We would like the opportunity to address your concerns. Please contact us at your earliest convenience if we can be of assistance.
  
  Thank you in advance,
  
  *****; Technician #***
  Technician Level II
  Comcast Customer Security Assurance
  Phone # ************; Extension *******

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

  Business Response

  Date: 03/16/2023

  March 16, 2023

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

  Re:***** *****
  ********************************************* Apartment ***
  Fredericksburg, VA *****
  
  BBB File Number:******** - Rebuttal
  Date of Notice: March 8, 2023
  
  Dear Sir or Madam:
  

  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************
  

  Our fraud team has confirmed that the reported Comcast account(s) associated with **. ***** SSN is fraudulent. Collection activity on the fraudulent account(s) has ceased, and Comcast or its agents have sent a request to all three major credit agencies, *******, ******** and **********, to have any negative reporting removed from your credit file. 
  Although Comcast has sent this request, please remember that, per federal guidelines, credit agencies have up to 90 days to remove reporting from a credit file. Comcast sincerely apologizes for any inconvenience this matter has caused **. ****** and hope we have resolved this situation to his satisfaction.
  

  On March 8, 2023, a Comcast Customer Security Assurance technician contacted **. ***** to advise him of the aforementioned information and address any other concerns. The technician provided his direct contact information so that **. ***** can contact him with any further questions or concerns.
  

  Service at **. ***** was installed and active on February 28, 2023. Fast Internet service for a monthly promotional price effective until February 27, 2025. The remainder of the promotional discount will expire when the promotion ends on Feb 27, 2026. At the conclusion of the promotion timeframe, standard rates will apply. These promotional prices do not include any additional services, equipment rentals, or applicable taxes and fees. This promotion also includes a monthly $10.00 self-service discount for enrollment into both Paperless Billing and AutoPay using a bank account. If the customer ceases to be enrolled in both Paperless Billing and Automatic Payments with your bank account, the account will no longer receive this discount. If the customer changes the automatic payment method to a credit or debit card, your monthly discount will be reduced to $5.00. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Sincerely,
  
  Customer Security Assurance
  ************

• Initial Complaint

  Date:01/05/2023

  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.

  The internet is completely down since 12/31, 5 days as of now, tried calling Comcast or using online chat, no response or always auto-redirect. This is completely not acceptable as a credible business. Please fix it now and compensate our loss!

  Business Response

  Date: 01/25/2023

  Tell us why here...
  January 25, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       **** ******
              *** ********** ****
              Foster City, CA *****
  
                Case Number:                    ********
              Date of Notice:             January 6, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****** regarding Xfinity service.
  
  On December 31, 2022, **. ****** service was affected by an outage in his area, causing the loss of service for multiple customers. On January 1, 2023, Comcast's maintenance team identified and corrected the issue causing the outage by restoring power to service feeder. In addition on January 17, 2023, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing loose connectors associated with outside wiring. On January 25, 2023, I attempted to reach **. ****** and verify that services are working correctly, although I was unable to reach **. ****** via telephone our records confirm **. ****** signal and service levels are within specifications and equipment is online and operational.
  
  On January 25, 2023, I applied a credit for the service issues. This credit will reflect on the February 1, 2023, billing statement. 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 *****************************-****.
  
  Sincerely,
  
  *********
  Executive Customer Relations

• Initial Complaint

  Date:01/04/2023

  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.

  Comcast/Xfinity service has been 90% dead since Christmas. Their customer service says "they don't know".
  
  The wifi has reset 16 times today so far. A good indication of irresponsible customer service is they cut off their email completely and the neighborhood offices have no phone numbers.
  
  See; ***********************************************  See example of the view I see while I am paying for nothing in "supporting documents"

  Business Response

  Date: 01/10/2023

  January
  10, 2023
  
  BBB of Metro Washington DC
  & Eastern Pennsylvania
  1880 John F. Kennedy Blvd.,
  Suite 1330
  Philadelphia, PA 19103
  
  Re:       ****** ******
              **** ********* ****
              Old Hickory, TN *****
  
              Case Number:                      ********
              Date
  of Notice:             January 5, 2023
  
  Dear
  Sir/Madam:
  
  This letter is in response to
  the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On January 5, 2023, I spoke
  with *** ****** regarding his concerns. 
  I attempted to troubleshoot the service-related concern, as well as
  schedule a service appointment. However, *** ****** declined the service
  appointment.
  
  The signal levels to the
  equipment reflected as failing. As a proactive measure, an outside only
  appointment was completed on January 7, 2023. During the appointment, the
  technician installed a Xfinity house box, new fittings, splitters, bonding, and
  cable drop. An inside appointment was again declined by *** ******. *** ******
  was advised his customer owned modem and router were outdated.
  
  The signal levels to the
  equipment continue to reflect as not being within range. Without cooperation
  from *** ******, we are unable to further investigate the service-related
  concern.
  
  On January 9, 2023, a credit
  was applied to the account for one month of service charges. The credit will be
  reflected on the February 8, 2023, billing statement. 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,
  
  Andrea B.
  Executive Customer Relations

  Customer Answer

  Date: 01/10/2023

  [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:
  
  
  
  The service was done as stated. On this same evening we were having similar impossible to watch problems again with our Cable Television. Please see the video of this problem at:

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

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

  Business Response

  Date: 01/17/2023

  January
  17, 2023
  
  BBB of Metro Washington DC & Eastern
  Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ****** ******
              **** ********* ****
              Old Hickory, TN *****
  
              Case Number:                      ********
              Date of Notice:                     January
  10, 2023
  
  Dear Sir/Madam:
  
  This
  letter is in response to the above-referenced complaint submitted to the Better
  Business Bureau by Robert Rogers regarding Xfinity service.
  
  On January
  11, 2023, I spoke with *** ****** wherein a service visit to address the service issue
  was refused. Our records reflect that on January 7, 2023, at the request of *** ****** an outside-only service call was completed during which time, the
  technician investigated and determined the cable drop was old and likely
  installed by the customer. The technician replaced the cable drop and an
  Xfinity house box was installed with the correct fittings and splitters and the
  connection was bonded. Without access to the home the technician was unable to
  investigate the inside wiring and equipment.
  
  Our
  records reflect that *** ****** is using an end-of-life customer-owned modem
  and an outdated router. Customer education was provided on updating the customer-owned
  internet equipment. Without cooperation from *** ******, we are unable to
  provide a resolution. I provided *** ****** my direct contact information,
  should he require further assistance. 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,
  
  Andrea
  B.
  Executive
  Customer Relations

  Customer Answer

  Date: 01/19/2023

  [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:

  I have already responded to this once. I see no evidence of that in this letter. Comcast relies on their unfounded "outdated router" fulcrum. I have explained to them repeatedly that this worked unfailingly until their breach of service signal in December. I assert that then or at an digital address signal subsequent that owned indoor equipment was damaged at my residence. The problem now is reception of my cable television which was recently replaced with "refurbished" equipment. This company has recently deleted any form of an email address. There are no telephone numbers to their local satellite offices in this city. Does this reflect a dependable company or one that is concerned about customer service? I have been abused roundly for 30 years by these folks who appear to be userers of the highest order.

  Please see evidence here; ****************************
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/04/2023

  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.

  It started on 12/22/22 when I had an appointment with Xfinity to hook-up a new drop to an ADU we built in my backyard for my parents. Our apt was 7:30-8:30 am, it was a very rainy day and 42*. I was sitting in the house in my dining room so I could see the truck my mother (81 years old) was waiting in the ADU. The truck drove by the front of my house down the ADU driveway turned around and left. My mother and I then waited outside in the cold and rain for 45min thinking he was going to come back when he didn't I got on the phone and was transferred 5 times until I could get another appointment. The driver said there was no access which was a lie, the house sits on the driveway and 153 ft of fence has been removed. I got another apt (wanted 1/10/23) which I was told I got (I thought). My mom got an email saying they would be out 12/26/22 which I never made and had to work. So Christmas Morning I called back was passed around again before someone made me another apt on 1/10/23 or though I thought. Mom got another email saying see you tomorrow.....My mom and I then went to the store in Folsom CA to speak with someone in person. We were promised by ******* that he would make things right for us. Their apts didn't go out that far so he made us the furthest apt available and I was to call him (he gave me his cell #) to change the apt to 1/10/23. I called from work no answer I text him also he didn't respond. Mom called that night just before the store called ******* answered but said he was with a customer and would call her back. Mom receives another email for another day for a different apt. We went back to the store to speak with management and were made promises which still haven't panned out. IF THIS IS HOW THEY TREAT THERE BREAD AND BUTTER THEY SHOULD NOT BE IN BUSINESS. We just want internet hooked up....

  Business Response

  Date: 01/25/2023

  January 25, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*********************;
  **** ************* 
  Orangevale, CA *****
  
  Case Number:********
  Date of Notice:January 6, 2023
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** on behalf of ************************* regarding Xfinity service.
  
  On January 19, 2023, I spoke with ****************** and discussed her concerns. Comcast records show that the technician appointment scheduled for December 22, 2022, was cancelled due there not being power at the unit. ****************** received notifications of this cancellation by email and text message on December 22, 2022. 
  
  On January 10, 2023, a service visit was completed during which time the technician determined that a drop bury would be needed in order for ****************** to have Xfinity services at this address. 
  
  On January 19, 2023, our construction team visited the location and completed burial of the lines in question. On January 25, 2023, I spoke with ****************** and confirmed that the lines in question were buried and confirmed the installation of new services was completed on January 20, 2023. 
  
  On January 25, 2023, I applied a credit for the installation of services. This credit be reflected on the February 15, 2023, billing statement. I apologized for any inconvenience that may have been caused 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,
  
  **************** 
  Comcast | Executive Customer Relations 
  

• Initial Complaint

  Date:01/03/2023

  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.

  Previously I had been a recipiant of the Affordable Connectivity Program which reduced my Com Cast bill by $30.00 per month. Several moths ago I had difficulty getting Com Cast to comply so I filed a complaint and the matter was soon resolved. Recently in November of 2022 I applied for a free goverment phone. At the time I applied I was unaware that I could not receive a free phone and be a recipiant of the ACP program, but I quickly found out when in less than 24 hours after signing up for the phone I received an email from Comcast saying that my bill was going to change because I was receing dual benfits no opportunity for me to correct matters. I immediately got on the phone with the phone company and canceled my phone service. They said no problem, I hadn't even used the phone once. I then physically went up to ComCast to make sure evrything was back on track...remind you this is all with-in a 24 hour period! They weren't helpful at all. I was told I had to re-apply for the ACP program. I couldn't believe it after all I had previously gone through now I was going to have to do it all over again because of a mistake that was made and then rectified with-in 24 hours. So I went home and reapplied and went back up to Com Cast with my new approval code for the ACP Program (************) and was told they couldn't assist customers they would have to call Com Cast and go through the prompts!! What? Make it make sense. I went home and called both Com-Cast and the ACP to no avail and now for the last 2 MONTHS I've received a bill from Com-Cast for $99.00 and $103.00 dollars. This is so unfair, and I'm tired of not receiving customer service. There was 1 and I stress 1 Com-Cast employee who really did try to assist me by the name of *** *****, but her supervisor informed her she couldn't help me that they don't assist customers with the ACP program. So I am once again asking for the assistance of the BBB to help me get in touch with someone at ComCast that can assist me.

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  
  BBB of Metro Washington DC & Eastern *Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
   
  Re: ******************* *****
  ***** ************* 
  South Holland, IL *****
  
  Case Number:******** 
  Date of Notice:  January 9, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* ***** regarding the Affordable Connectivity Program. 
  
  The Affordable Connectivity Program (ACP) 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 ACP, current and new?Xfinity Internet customers who verify their eligibility through the ********* ******* ************** **.’s National Verifier?and then enroll in ACP 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 ACP with Xfinity are available at Xfinity.com/acp. 
  
  Xfinity in-store representatives are unable to assist customers with applying for the ACP. If customer’s require assistance, they can speak with our ACP team representatives, who can assist them with any guidance needed while the customer is completing the ACP application process. However, Xfinity does not determine ACP eligibility and cannot tell a customer if they are approved for the benefit. 
  
  On May 3, 2022, *** ***** ***** completed the ACP enrollment process with Xfinity and he first ACP credit was applied on May 4, 2022 and reflected on the May 18, 2022 billing statement. On November 6, 2022, Xfinity was notified that the ACP benefit had been transferred to another service provider. Customers can only receive the ACP benefit from one service provider. As a result, the ACP was removed from the account and removal reflected on the November 18, 2022 billing statement. 
  
  On January 12, 2023, *** ***** ***** again completed the ACP enrollment process with Xfinity in order to transfer their ACP credit back to Xfinity Internet and/or Xfinity Mobile. The ACP credit was applied on January 13, 2023 and appeared on the billing statement dated January 19, 2023. I spoke to *** ***** ***** on January 17, 2023 and provided the above information. I apologize for any inconvenience that has been experienced.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  ************
  Executive Customer Relations
  

• Initial Complaint

  Date:01/03/2023

  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 had my service turned off while I was on vacation even though I made a payment and had a confirmation number then had my service restored when I complained about my service being cancelled then they made up another confirmation number and took the payment out again nearly overdrawing my account!!!! Then had the audacity to say I was late!!!! They raised my payment for the month of September all while I waited a month without service because of hurricane Ian!!!! This is not the first or second time I have had trouble with this company, they do whatever they want to with your bank account and always act like its your fault!!!! I want the money put back into my account which they said they cannot do but they sure do not have a problem taking it out!!!!

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: *********************************
  *** ***************
  Lake Placid, FL *****
  
  Case Number:********
  Date of Notice: January 9, 2023
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  I made several attempts to contact ************************************* via telephone and email. Although I was unable to reach **********************, a review was completed on the account. Our records reflect on November 2, 2021, ********************************* accepted and consented via text message to a 24-month term agreement to Fast Internet and Ultimate Video at a promotional monthly rate. The promotional discount will apply through November 11, 2023, due to the billing cycle date. This plan/promotional price includes a two-product discount, which will remain effective as long as the same level of service is maintained. The term agreement is effective from November 5, 2021 through November 5, 2023. At the conclusion of the promotion timeframe, standard rates will apply. The promotional price does not include any additional services, equipment rentals, or applicable taxes and fees. This promotion also includes a self-service discount for enrollment into both Paperless Billing and AutoPay, which will remain as long as enrollment in both features is maintained.  
  
  Our records indicate that on October 17, 2022, a service visit was completed with customer equipment problem which caused an in-home service visit fee to generate on October 19, 2022. We are unable to justify a credit with the history on the account as there have been no reported service issues since October. We also have no record of seasonal hold request on the account.
  
  The has had a past due balance for all of 2022 and therefore has had multiple late fees and services interrupted due to non-payment on several occasions. Recently, the November 28, 2022 billing statement reflected a unpaid balance forward, a late fee and new charges. The December 28, 2022 billing statement reflected unpaid balance forward, a late fee and new charges. 
  
  On December 27, 2022 the account was interrupted due to non-payment which was cancelled on December 29, 2022 when a partial payment was made. This left a balance on the account. Due to the account restored, two reactivation fees were charged on December 31, 2022.
  
  Then, on January 19, 2023 the account was interrupted due to non-payment which was canceled the same day as a partial payment was made. Due to the account restored, two reactivation fees were charged on January 21, 2023. As of today, January 26, 2023, there is no delinquent balance on the account but a current balance. A refund has not been processed as the account has not reflected a credit balance. To resolve this matter, contact with ********************** is necessary. I apologize 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 **************.
  
  Regards
  
  ****** (************
  Executive Customer Relations
  

• Initial Complaint

  Date:01/02/2023

  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.

  I bought a ******** Modem called Xfinity to add this modem instead of paying them for a modem monthly. I have been a customer for 14 years and after reading I could use my own modem no additional fees, I have been on my job 33 years and work from home I thought this was a great idea. Xfinity added my modem to my service Dec 17, 2022. I had no problems until Dec 28, 2022, my internet services were cut off. at ***** pm I was working overtime at the time. I called Xfinity to see what the problem was kept getting the automated agent she reset my modem and I asked to speak with a representative because the automated agent never got the modem back up and the map online was not showing any problems or outages. I called back several times and finally I was connected with a manager or someone that said they were a manager he said he show i needed to speak with the activation department the company had an update and it set my modem off I explained I needed service asap I was not able to work or finish working and in order for me to receive my Ot time I had to complete 4 hours and I was right at my 4 period he said there was nothing he could do until activation team spoke with me and updated my Modem. I asked what time did the activation team come in? He said 8. I was upset I let him know this was overtime for me I have to be at work at ****am i needed my service before then he said there was nothing he could do. I waited callback at 730am to see if maybe someone or another department would be open that could assist. It was really different than last night I press to speak with an agent. The agent came right on the line. It was not like the night before I was sent to different departments before I was told they were closed. I spoke with a lady at 735am on 12/29/2022. I explained what happen that spoke with someone, and I was told I needed to speak with activation team my internet was down because the company had an update, and my modem was not added. The young lady told me that she apologized she worked from home 6 years, and she understands how I feel and I'm missing money and she would be upset if it happens to her. Then she said she was with the escalation Team, and I was given some inaccurate information. My service was cut off because the modem I was using was not able work with the service I had on my previous modem. I let her know when I set up the modem, I knew it didn't cover phone service and the agent that set up told me also I let them know my contract would not be over until Feb 5,2023. I didn't want to pay cancellation fee i would just continue to pay my bill until the contract was over and remove the phone, The gentleman that set my modem up said that should not be a problem as long as I still paid the bill. I explained this to the young lady i was speaking with her tone changed and she said no you can't do that. I said it was not a problem when I set this up and it has been fine since Dec 17, 2022, and you all cut my internet services off this. She said yes, I said my bill is paid I don't be late you could not have called me because I have my cell phone listed as a callback number, I have never used the phone line since my children have been gone 3 years. I have no need for a house phone. She told me there was only one way to get this resolved to get my services on, I could come into the office and get back the modem I turned off that would fit my plan. I asked could I have the phone service removed. she then said I will check. she came back told me there was a plan I could change to so that I could get my modem back on. It was a higher plan. she placed me on hold came back told me to go my email ok the change I let her know I was at the end of my contract, but I needed to go to work and needed my services asap i would go ahead and sign the new plan. As soon as she hung up the phone my services were on again and running fast. I was mad I could not believe my services were cut off to either make me come and get a modem if it was problem when I set up my modem, they would have told me then. The guy told me as long as the bill was paid that should not be an issue i asked before my new modem was put on my service. I was running fine and on 12/30/2022 I started making calls out on my computer I work from home my cases were buffering and when I completed my work cases it would never save the case, I was getting blue circles (buffering) then after about 2 mins it would save the case. Most all of my customers told me they could not understand me I sound like i was under water. I called IT department from my job because maybe it was corporate situation. They can see what goes on with the company computer. The guy from IT said it's your internet slow contact your provider. I was pretty upset because I had already miss hours from work, 12/28/2022 now I'm missing hours again I called I spoke with ********** started keeping names at this point explained what was going on he then told me I needed to come in and either get the modem I had or go on their front page and select a modem that i can use to fit my plan. I said you have got to be kidding me he said my plan has **** mbps and my modem service 900 mbps. I said **** my service ran fine from Dec 17 until Dec 28th and now you are telling me all this why wasn't i having these issues from Dec 17- Dec 28. He said he could not answer that he was not with IT, but in order to get it working right I needed to come back in and get my modem it would take care of everything. I told him this was terrible customer service. if this had happened when I first called them to hook the modem up, I could understand but all this time now it's not the right modem after you made me change my plan to go to work now you don't cut it off this time you slow up my service ...like i don't even have internet service. He then tells me these are my options as long as i have had xfinity this is terrible customer service. All I want at this point is my contract cancelled and a refund for my last days that i have not had services or terrible service. I can't afford for you to cut me off or slow it down to get me to come in and get your product terrible that you would treat a customer of 14 years this way. Terrible customer experience. At this point i have not called back and no one has called me on this issue that has not been resolved. I still have slow terrible service. I was told to change my service that the young lady put on there on the Dec 30, 2022, was not the plan that covers my modem i needed to move to ******* mpbs and the plan is much higher than **** mpbs but if i came in and got their modem this would again take care of these issues or any issues that I'm having. Ask me to hold to transfer me to someone technical support and the phone call was released I didn't call back. also, they wanted to send a tech out and charge me a fee for that to see if he could resolve the issue even tho every time, I have spoken with someone issue was resolved I have no issue but what they are causing to make me come in and use their product because it was never an issue before ...I will not stay with xfinity .

  Business Response

  Date: 01/13/2023

  January 13, 2023
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
   
  Re: **********************;
  2975 **************
  *******, ** 38115
  
  Case Number:18665736
  Date of Notice:January 3, 2023
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On January 4, 2023, I spoke with ******************** regarding her service concerns. Our records indicate on December 17, 2022 ******************** added a customer-owned modem to her account. On December 29, 2022 ******************** contacted customer service to report issues with her internet service. ******************** was advised her customer-owned modem was placed in disabled status as it is not compatible with Comcast services. 
  
  On December 29, 2022 ******************** downgraded her services and accepted a 24-month promotion for the *********** and Gigabit Internet. The promotional rate is effective December 29, 2022 through January 12, ****. The account is eligible to receive an additional self-service discount if enrolled in automatic payment and paperless billing. Equipment, taxes and fees are not included in package price. The change of service will reflect on billing statement dated January 28, 2023.
  
  On December 30, 2022, ******************** contacted customer service to report ******************** service interruptions and was advised her customer-owned modem is not compatible with Comcast services. 
  
  On January 2, 2023, the customer-owned modem was removed from the account and a Comcast-leased modem was added. During our conversation on January 4, 2022, ******************** verified that services are working correctly. On January 4, 2023, a courtesy credit was applied to the account. The credit will reflect on billing statement dated January 28, 2023.
  
  Further review determined signal levels were not within Comcasts specifications. On January 9, 2023, a technician completed a service visit and replaced the drop cable line to the home. I followed up with ******************** on January 12, 2023 and she verified that services are working normally. An internal review of the signal levels to the residence confirms they are within Comcast specifications. I apologized for any inconvenience that *** 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 *********************************.
  
  Sincerely,
  
  
  ****************** 
  Executive Customer Relations
  

  Customer Answer

  Date: 01/13/2023

  [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:12/30/2022

  Type:Sales and Advertising 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 having trouble with my internet connection. I have lost internet connection three to four times just this month. I am not receiving the advertised 75 mb per second.

  Business Response

  Date: 01/18/2023

  January 18, 2022
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:******* ******
  **** ***** ****** ******
  Fresno, CA * ***** 
  
  Case Number:********
  Date of Notice:December 30, 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 January 4, 2023, an Executive Customer Relations Representative spoke with **************** wherein a service visit to address the service issue was refused. Without cooperation from ****************, 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 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,
  
  **************
  Executive Customer Relations
  

  Customer Answer

  Date: 01/19/2023

  [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,
  
  ***************************