Complaints

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

close

Find a Location

Comcast Corporation has 927 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  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:08/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Xfinity Refusing Return of iPad They Sent Me Dear Better Business Bureau,Im reaching out to file a complaint against Xfinity regarding an iPad they sent me back in May 2025. I never asked for this device, and ever since it arrived, Ive been trying to return it. Ive called, chatted online, and visited Xfinity stores multiple times asking for help, but no one seems to have a clear answer. Each time, Im told something differenteither to call a different number, or they don't know where I can return it to or to bring it to a store.Most recently, I went to the store again and was told they can no longer accept the return because its past the 30-day window. This is extremely frustrating because Ive been to the store on several occasions well before that deadline, trying to do the right thing. Xfinitys constant runaround and lack of accountability has wasted my time, energy, and even *********, Im being told I owe money for the iPadwhich Ive been trying to return from the beginning. This isnt right. I never wanted it, and Ive made every reasonable effort to give it ******* asking the Better Business Bureau to assist me in getting this charge removed, and to ensure Xfinity either provides a proper return method or takes back the device without penalty.Thank you,***** ********* ********** There are a lot of notes on my account and I have transcripts of conversations from the chats and Phone records if needed.

  Business Response

  Date: 08/18/2025

  
  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** *********
              ******************
              ************************
  
                  Case Number:                      23697404
                  Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms.***** ********* regarding Xfinity Mobile service.
  
  On August 5, 2025, I spoke with ***** ********* regarding her Xfinity Mobile concerns. It was found that ***** ********* purchased an iPad with a 24-month Device Payment Plan on April 29, 2025. On May 3, 2025, it was determined that ***** ********* requested to return the iPad; however, no record of a return label was found to have been provided. On August 5, 2025, I agreed to provide a return label and advised ***** ********* that once the iPad is received at the Xfinity Mobile warehouse in new condition,
  
  On August 12, 2025, I informed ***** ********* that the iPad was received, and the initial payment was refunded that day. The refund may take three to five business days to be received. The Xfinity Mobile account is now closed with no payments due and no future ********. I provided my contact information should it not be received in that time. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  XM Executive Resolutions
  ************** Extension 3052722
  
  

  Customer Answer

  Date: 08/19/2025

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

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to cancel my Xfinity internet service due to an out-of-state move, but the process has been unreasonably difficult and obstructive. Xfinitys current cancellation policy requires a callback appointment there is no option to cancel online, via phone directly, or by email. However, the callback system is completely nonfunctional: I have scheduled multiple callbacks across several days, none of which have been completed. Ive received error messages and confirmation failures every time, with no explanation or follow-up.I have also attempted alternative methods, including contacting Xfinity through the official community forums and using the Direct Message option as suggested by their support team. I received no response despite multiple messages. I tried reaching out through social media, again with no meaningful reply. I even explored visiting a physical location, only to be told cancellations must go through the same broken callback system. There is no published email address for customer service, and representatives on the phone refuse to help unless the callback is scheduled which doesnt work.This has effectively trapped me in an account I am no longer using, despite my clear request to cancel service. I am being charged for a service I am not receiving, and I am blocked from stopping it. This is not only unethical it feels deliberately designed to prevent customers from leaving.I am requesting immediate cancellation of my account and a refund for charges incurred after my initial cancellation attempt. I also urge the BBB to investigate Xfinitys cancellation practices, which are inconsistent with fair business standards and create an unacceptable burden for consumers.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******** *******
  , DC 20009
  
  Case Number:23696816
  Date of Notice:August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** *******.
  
  On August 4, 2025, ******** ******* successfully scheduled a disconnection of service effective August 20, 2025. Upon service disconnection, Mr. ******* can visit our ********************* at ******************************************************** and follow the onscreen instructions to process the return for leased equipment. 
  
  On August 13, 2025, I spoke with Mr. ******* and explained this information. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Send me a **** and can not be used at all call the customer change me70 a month

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** ******
              ***** *******
              *******, MI 48234
  
              Case Number:              23697102
              Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****** regarding Xfinity service.
  
  On July 28, 2025, Mr. ****** accepted 1 Gig Internet with an Xfinity Wi-Fi Gateway an ************** included, at a promotional rate effective July 28, 2025 through July 27, 2026. Mr. ****** also received an additional monthly discount for enrollment in both paperless billing and automatic payments with a checking account.
  
  ********* attempted to self-install internet services; however, the installation was unsuccessful. On August 5, 2025, a service visit was scheduled at which time a technician diagnosed and corrected the service issue by replacing the ground block, fittings and ground wire. The technician confirmed there was no fire damage to the lines, as Mr. ****** reported there was a previous ********************. On August 8, 2025, I spoke with ********* and confirmed services are working as intended.
  
  In addition to service issues,I reviewed Mr. ******* monthly bill with him. I explained to Mr. ****** the package and discounts, as well as explore other promotional discounts. On August 8, 2025, Mr. ****** accepted a new promotion for 1 Gig Internet, which includes an Xfinity Wi-Fi Gateway, effective July ******* through July 27, 2026. Mr. ****** also receives an additional monthly discount for enrollment in both paperless billing and automatic payments with a checking account.
  
  On August 11, 2025, courtesy credits for service issues from July 28 through August 5, 2025 and the technician visit was applied to the account. The credit will reflect on the August 24, 2025, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address an ongoing and unresolved issue regarding my home security equipment and the refund I was *********** September 2023, I entered into a payment agreement for home security equipment, including two doorbells and a camera. In June 2024, I began experiencing issues with one of the cameras and contacted technical support. During this call, I was informed that the camera was not heat resistant and that multiple complaints had already been made about this modelinformation that had not been disclosed at the time of purchase.I reached out to customer service and was repeatedly given the runaround. Eventually, I spoke with a virtual assistant who advised me to return the equipment for a refund, and when I specifically asked whether the refund was guaranteed, I was told yes.On July 8th, I returned the equipment as instructed.Since then, I have attempted to follow up on the status of my refund multiple times. I was told to contact the home security department directly, but wait times exceed 100 minutes, making it nearly impossible to speak with a live agent. I again reached out via the virtual assistant and was informedfor the first timethat it could take up to 45 days for the refund to be processed. This was never communicated to me ************* date, I have received no updates, no callback, and no resolution. I am beyond frustrated. This situation has become emotionally and mentally exhausting, especially considering the time, energy, and loyalty Ive invested as a customer.I am demanding the following:Immediate confirmation that my returned equipment has been received and logged.A specific timeline for when my refund will be issued.A direct contact or callback from a representative in the home security department within 3 business days.If I do not receive a timely and satisfactory response, I will be forced to escalate this matter further, including filing a complaint with consumer protection agencies.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* *****
              ***********, FL 32304
  
              Case Number:              23697007
              Date of Notice:             August 04, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ***** regarding Xfinity's service.
  
  I spoke with Ms. ***** on August 06, 2025, and the customer stated they returned 2 doorbells and a camera last month and is requesting credit for the equipment or the equipment returned to her. I advised Ms. ***** that she consented for the Xfinity Home complete package which includes a camera and an additional 2 doorbells on September 06, 2023,and was agreed upon for a 24-month installment plan. I advised Ms. ***** that Comcast does not return equipment after the customer submits their equipment for recycling. I advised Ms. ***** that all Xfinity Home charges are valid because the Xfinity Home package has a 30-day money back guarantee and she is claiming she returned the Xfinity Home equipment after the 30 day money back guarantee period. Comcast does not return equipment to the customer or apply credits if the customer submits the equipment after the 30 day money back guarantee period. On August 06, 2025 I advised Ms. ***** the request for the credit for the Xfinity Home equipment has been denied.
  
  We apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  *******************************
  

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding Xfinity (Comcast) for negligent cable installation that directly resulted in property damage to my home network and security equipment.On the evening of Wednesday, July 30, 2025, during a rainstorm, my Xfinity internet service abruptly failed. When a technician (*****) was dispatched to my home on Friday, August 1, he discovered that the coaxial cable line entering my home had never been grounded. Additionally, he noted that the line from the street to my house also lacked proper grounding and had never been routed through a grounding block, which violates standard safety procedures for cable *************** a direct result of this improper and unsafe installation, a power surge occurred during the storm, causing the following damages:Orbi Mesh Wi-Fi Router System (valued at $423.99)Home Security System Control Panel (valued at $210.94.)The technician. ***** attempted to ground the cable coming into my home during his visit, but he did not have the correct grounding block and improperly installed it (see first attached photo). As a result, his supervisor, ***** (phone: ************), came to my home the following day to correctly complete the grounding of the line (attached photo). An additional photo shows the newly installed cable box where there was not ******* should also be noted that:The router and security system were the only two hard-wired devices in my home; all other electronics connected wirelessly and were ************* neighbor at **********************************************, also lost internet during the same storm. However, their cable line was properly grounded both at the house and at the street, and no equipment inside their home was damaged. Their Xfinity tech found that their external cable wire had burned, but the internal electronics remained safe.This comparison clearly shows that Xfinity's failure to properly ground the cable line at my home caused preventable damage.

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      ****** ******
  **********************
  ********, GA 30066
  
                Case Number:                    23696902
              Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On August 5, 2025, I spoke with ****** ****** and confirmed the issue involved alleged improper installation that may have contributed to power surge damage during the storm. The affected items included: Orbi Mesh Wi-Fi Router System and Home Security System Control Panel. ****** ****** is seeking a refund for both items.
  
  I informed ****** ****** that the damage claim would be forwarded to our technical operations team for further review and findings. On August 5, 2025,the damage claim was issued to address the concern. On August 11, 2025, the case has been officially closed, by a manager, with the note that ****** ****** would need to contact ******************************** and transferred the matter to them. The insurance company will now handle the investigation and provide any further updates directly to ****** ******.
  
  For updates, ****** ****** may contact ************************ at ************ and reference Claim # P505-603969. On August 11, 2025, I spoke with ****** ****** regarding the outcome of the damage claim, which has been transferred to ******************************** for further handling. ****** ****** agreed to receive the related information via email.
  
  Accordingly, On August *******, all insurance information was sent to ****** ****** through official correspondence. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 08/20/2025

  Greetings,
  I did not respond to your prior request because it did not provide the option of keeping this case open. Xfinity referred this matter to their insurance carrier, **************, for further review and resolution. To date, ************** has not contacted me, despite my repeated efforts to reach them. I have left three voice messages with ****** ****, the agent assigned to my case, as well as two additional messages with his supervisor, ***** ********, and have received no response.
  On August 19th, I sent a follow-up email to ******* *., Escalation Specialist for Xfinity Executive Customer Relations, advising her of Liberty Mutuals lack of communication. She responded today, directing me to contact ******** *******, who may be able to assist outside of the originally assigned agent.
  Given the continued lack of response from **************, I respectfully request that this case remain open until a satisfactory resolution is provided by the insurance carrier.
  Thank you,
  ***
  

  Customer Answer

  Date: 09/05/2025

  I am writing to inform you that my complaint with Xfinity has been resolved to my satisfaction and that this case can now be closed.  Thank you, *** ******

• Initial Complaint

  Date:08/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity is making it very difficult to cancel service. You are forced to either go in person during working hours, or schedule a call to cancel. The scheduler is ALWAYS broken. I have tried calling directly, but am sat on hold forever and then disconnected.

  Business Response

  Date: 08/18/2025

  
  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ****
              ********************
              *******,** 98125
  
              Case Number:              23696896
              Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** **** regarding Comcast Business Service.
  
  On August 5, 2025, I spoke with Ms. **** and scheduled a disconnection of service effective same day, as requested. I backdated the billing stop date to June 25, 2025, as courtesy for the delay.
  
  Our records indicate that Ms. **** is due a refund for overpayment of services and confirmed that it will be received within 4 to 6 weeks. We will follow up with Ms. **** to ensure receipt of the refund. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I canceled service back in April 2025 and turned in all of our equipment. We keep getting bills and we should not owe anything. I have called and chatted in numerous times and was told everything is good and the bill is zero and we are canceled. We just got another bill for $447.00. I do have a confirmation number of ECM0015380783 stating NO CHARGES AND ACCOUNT CANCELED balance at zero. Since I can not get them to take care of this with all the phone calls I decided to turn them into BBB.

  Customer Answer

  Date: 08/07/2025

  Talked to ***** comcast executive customer relations at ************ $26.79 adjusted no balance and account disconnect completely considered closed  08/06/2025

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** ****
              425 South 475 E
              ****** UT 84741
  
                Case Number:                    23696649
              Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ***** an authorized user on the account listed under ******* ******.
  
  On August 6, 2025, I spoke to Ms. ***** regarding a billing concern. Our records interactions on April 4th and April 22nd of 2025, requesting a disconnection of services effective April 24, 2025. However, a disconnection order was not processed.This resulted in continued billing of services.
  
  On June 4, 2025, a credit was applied to offset the billing charges in lieu of disconnection not being processed.
  
  On July 24, 2025, a ticket was submitted to have disconnection and billing concern addressed. However,this was not followed up on by the agent who submitted the ticket.
  
  On August 5, 2025, a disconnection order was completed with a stop bill date of May 24, 2025. This provided a pro-rated credit for the service period of May 24, 2025, to September 5, 2025, leaving a final balance owed. On August 6, 2025, the balance was removed. On August 14, 2025, a reactivation fee billed on August 7, 2025,was reversed, confirming a zero balance is owed.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations
  

  Customer Answer

  Date: 08/14/2025

  
  
  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:08/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bottom line: Comcast is charging an early termination fee when, we feel, they should not be. Full shory: Comcast/Xfinity has been our cable/internet provider for over 20 years. At the beginning of 2025, our internet connection became undependable and unpredictable. It would just blink off for 5 hours, 8 hours, 3 hours, whatever. Because I work from home and depend on a solid internet connection for household income, it is important to us. We called Comcast twice to see about getting a ****** to come help us figure out why the down time. The first ****** who came couldn't find anything wrong. The problems did not improve after that, so we called again. This time, Comcast cancelled the tech visit. They don't call and tell you, you have to go looking to why the cable guy didn't show up by calling or online inquiry. "We had to cancel, we made an adjustment and you should be good now" or something to that effect. the problems did not improve, so we switched internet providers. Yes, we discontinued our TV package several months ago, and I guess they deem that a new contract. However, we would still be comcast customers had they tried to provide the services we pay for. To add insult to injury, when I called Comcast, they tried to tell me I hung up on their support people. I assure you, if I were on the phone trying to get my internet service up, I would not be hanging up on the people who can help me. More likely, the call got dropped, which happens in our cell phone world.

  Business Response

  Date: 08/08/2025

  August 8, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       *** ****
              ***********************
              ***********, FL 33470
  
              Case Number:              23696644
              Date of Notice:             August 4, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by *** ****.
  
  On July 31, 2024, *** **** consented to a 24-month contractual agreement for Gigabit X2 Internet, at a promotional rate. The contractual agreement was valid from July 31, 2024, to July 31, 2026. An early termination fee was applicable if the services were fully disconnected prior to the completion of the term agreement. There are no exceptions to the early termination fee other than a disconnection of service within 30 days of accepting services. These services were accepted by email confirmation after *** **** reviewed the terms of the order, which included the term contract and early termination fee details. After acceptance, an order confirmation email with details regarding the new term contract was sent to *** ****.
  
  On March 29, 2025, *** **** spoke with a representative about internet outages and issues with a new customer-owned modem. On March 30, ****** service visit was completed during which time the technician replaced drop connectors. On June 9, 2025, a subsequent service visit was scheduled for June 10, 2025; however, this appointment was cancelled after a review showed *** ************* signals were within specifications with no signs of trouble.
  
  On July 25, 2025, *** **** voluntarily disconnected service. As a result, a valid early termination fee was applied to the account and reflected on the July 26, 2025,billing statement.
  
  On August 4, 2025, I spoke with Ms. **** and reviewed the above information. As a courtesy,a credit to waive the early termination fee was applied to the account on August 4, 2025, resulting in a credit balance. On August 6, 2025, a refund in the amount of the credit balance was processed to the last payment method on file. On August ******, I spoke with Ms. **** and confirmed she received the refund.  
  
  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: 08/08/2025

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

• Initial Complaint

  Date:08/04/2025

  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 am submitting this complaint to express my frustration with the cancellation process for my Xfinity Internet service. Despite repeated attempts, Ive encountered excessive delays and obstacles when trying to terminate service. The website lists several options to cancel. However, when I tried to use those options (including scheduling a call back) I was encountered with a message that "Something went wrong" on the website or hung up on, or disconnected from calls. I was disconnected from the live assistant when I said the call was about canceling. I made 5 calls to the service number. On my last call, I waited for 30 min and talked with a live person. I was not given a confirmation of the cancelation, only told that something should appear on my account in a few hours. This process feels intentionally convoluted and designed to discourage customers from successfully cancelling. It should not require multiple chats, callbacks, or navigating layers of digital prompts just to exercise a basic consumer right. Ive reviewed the cancellation policy on the Xfinity website, but the experience does not reflect transparency or fairness. The cancellation process should be as easy as starting service.

  Business Response

  Date: 08/22/2025

  
  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* *********
              ***************
              *******, TX *****
  
              Case Number:                      23696630
              Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* *********.
  
  On August 4, 2025, Mr. ********** scheduled a disconnection of service effective August 11, 2025. A final billing statement was sent on August 18, 2025.
  
  Upon receipt of this complaint, I contacted Mr. ********** and explained this information.
  
  Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ****** D
  Executive Customer Relations

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reinstated services by paying $635.09. Home internet and home security. Added in doorbell camera and extra indoor camera. Technician never arrived to my home on August 4 between 8-11 like specified. Im always home Im disabled. I paid $150 for technician that never showed up. I want to speak with someone from ******* headquarters not overseas as they cant help me solve a darn thing. The technician just drove right on by my house without even stopping. I want my order completed.

  Business Response

  Date: 08/19/2025

  
  August 19, 2025
  
  
  BBB of ******************* & ********************
  ***********************************************************************************
  
  
  Re:      
              Case Number:                      23696589
              Date of Notice:             August 4, 2025
  
  
              *******************************
              2024 ************, *********** B
              *******, IL, 60612
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity Home service.
  
  On August 5, 2025, I contacted *** ******* who informed me that she had a technician scheduled for August 4, 2025, whom she said did not perform any work nor come into her home.On August 5, 2025, our records showed that the technician was running late and that the visit was rescheduled for August 7, 2025. On August 5, 2025, I offered *** ******* to waive the installation cost in full based on her recent experience.
  
  On August 7, 2025, a Xfinity technician completion the installation job who installed one (1) indoor and one (1) video doorbell camera. On August 9, 2025, I spoke with *** ******* who advised me that the technician installed the equipment that she requested, and that she had no other concerns. Our records showed that the cameras were online, as well as *** ******** home security system. On August 8, 2025, I removed the 6-month installment rate code for the camera installation from the account, as we would be crediting the amount in full. The account credit that was applied to reverse the camera installation charge will be posted to *********** September 1, 2025, billing statement 
  
  Please be advised that the billing on this account is accurate. I apologized to *** ******* for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************, extension #*******.
  
  Sincerely,
  
  
  *******
  XH Sr.Technician NETS