Business Profile

Internet Providers

Comcast Corporation

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,097 total complaints in the last 3 years.
9,025 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/03/2025
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 an ex customer of *********************************************, On leaving this service, the company, comcast, kept my card details on file for recurring payments. I contacted an agent and was assured it would be removed. It was not removed. It is frustratingly impossible to get staff to remove my personal bank card details and thus, I am contacting the BBB to act on my behalf in order to assist in the removal of my personal financial details from this company.
Business Response
Date: 08/19/2025

August 19, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:*******, *****
********************************************************************************************

Case Number:23693696
Date of Notice:August 3, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** *******, who is an authorized user on the account for ******** *******, regarding Xfinity service.

On August 5, 2025, I spoke with Mr. ******* about concerns with automatic payments and stored payment sources on their Xfinity account.

Mr. ******* contacted Xfinity on July 30, 2025, to request the cancellation of automatic payments and the removal of the stored payment source on the disconnected account. The agent helped Mr. ******* by canceling any scheduled automatic payments and confirmed the removal of all stored payment information effective July 30, 2025.

During our conversation, I verified that all payment source information was removed from our records as of July 30, 2025. I explained that automatic payment sources are kept to ensure proper billing of any past due amounts (even after an account is disconnected) and are removed once the account holder request. I apologized for any inconvenience that may have occurred while working to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me.

Sincerely,

****** *.
Executive Customer Relations
**************
Initial Complaint
Date:08/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/2/2025, we went to the local Xfinity store to upgrade our cell phones because our 2 year payment contract ended 8/1/2025. Prince, the amazing agent, told us that we had an order for phones in the system from May 2025 that needed to be cancelled before we could take advantage of any promotions for phone upgrades. He entered a ticket ECM0015575592. This process takes 5 - 7 days. This is a mistake that has not been rectified on the corporate end of Xfinity since our request to move in March 2025. I have requested help from the BBB and account executives at ******************** have viewed my account multiple times since the end of March 2025 for the same event of requesting to move my service. Please removed the problem that is preventing us from taking advantage of any promotional upgrades to our cell phones immediately. Please review our Xfinity Streaming and Xfinity cell phone account for additional barriers to making changes or upgrades in the future.Waiting 5-7 days for the ticket to be rectified leaves my husband without a working cell phone. This is a burden in case of emergency. Xfinity advertisements for the ease of moving service are false **************** not contact me personally by phone or email. Fix the problem and respond to BBB with any information.
Customer Answer
Date: 08/06/2025
I received the attached email from Comcast. I specifically stated not to contact me directly. The issue is not fixed.
Business Response
Date: 08/25/2025

August 25, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       ***** McNelly **********
            *************************************************
            ************, IN 46237

            Case Number:               23693469
            Date of Notice:             August 5, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** McNelly ********** regarding Xfinity Mobile service.

I attempted to contact Ms. ******* ********** via telephone and email several times. While my attempts were unsuccessful, our records confirm that on August 02, 2025, Ms. ******* ********** attempted to upgrade the two existing lines with Xfinity Mobile; however, a system error occurred, resulting in an escalation ticket being submitted the same day. On August 08, 2025, our Technical Operations team resolved the system error, allowing Ms. ******* ********** to process the desired mobile orders on August 09, 2025. 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 ********************************.

Sincerely,

******* *.
Xfinity Mobile Regulatory Specialist
**********************-2801

Customer Answer
Date: 08/27/2025
[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:
To be clear, my complaint specifically requested that Comcast/Xfinity not contact me, yet they insisted multiple times. They did not need to contact me and harass me via phone message or email to make this statement of resolution.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I am grateful to Price at my local Xfinity store who was able to assist us despite the the problems created by Comcast/Xfinity that has been haunting me since March 2025.
Regards,

***** McNelly **********
Initial Complaint
Date:08/03/2025
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.
In April 2025, I renewed my Xfinity service with a promotion that included 1 year of Xfinity Mobile for free. I told the agent I didnt have the extra phone yet and wanted to activate the line later. I requested a *** card be mailed, but the *** convinced me to provide the **** of my current phone. Despite stating clearly that I did not want to use my current phone for the free line, the *** associated it anyway.Later, when I tried to activate the line with the new device, I found out the *** was locked to my current phone and couldn't be used. I called support again. Another agent said they would create a new line and number and that all I had to do was return the first *** to an Xfinity store, cancel that line, and apply the free offer to the new ******* the store, I was told that wasnt possible. They said Id need to activate the first line to remove itbut that doing so would void the promotion. In the end, they told me the original line could not be canceled and the new line could not receive the ************* Im stuck with two lines:One I cant use (tied to a phone I didnt want it on)One I dont need (created as a workaround)Ive paid for two activation fees and am now expected to pay monthly for an extra line I never intended to use. Every agent has told a different, incorrect story. Ive wasted time on calls and in-store visits, and still have no ************* asking Xfinity to:Cancel and refund the unused line (including fees),Apply the free promotion to the working line,Stop misleading customers with inconsistent and inaccurate information.This experience has been extremely frustrating and feels deceptive.
Business Response
Date: 08/22/2025
August 22, 2025

BBB of ******************* & ********************
**********************************************************************************
**********************

Re:***** ********
FL 33063

Case Number:23693404
Date of Notice:August 3, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to your office by ***** ********.

On May 19, 2025, ***** ******** ordered a line of the ************** Plan with a Bring Your Own Device (BYOD). At that time, Xfinity Mobile offered a promotion in which eligible customers could receive a free Unlimited ********************** line for 12 months. This offer was available for new customers on ***************************** tiers with speeds of 300 Mbps and above, as well as existing customers who repackaged into these tiers. For Legacy internet customers with the same speed requirement, the offer was also available but only for new customers. A line activation fee applied, and the line had to be activated within ********************************** by the promotion end date for Legacy customers.

***** ******** satisfied the promotional requirements and is currently receiving the promotion as intended.

On July 29, 2025, ***** ******** ordered another line of the ************** Plan with a BYOD. Because the above-mentioned promotion is non-transferable, to apply the promotion to the second BYOD line, I would need to perform a device swap on the account to exchange the numbers between the lines, so that the line ending in 0916 receives the promotion. Once completed, I can cancel the line ending in 4495.

I made several attempts to contact ***** ******** by telephone and email to explain the above information, but I was unsuccessful. In order to resolve this matter, contact with ***** ******** is necessary.

On August 15, 2025, a credit was applied to the June 27, 2025, billing cycle invoice as a courtesy.

Should you have any questions or need additional information, please contact me at ********************************.

Sincerely,

****** *.
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:08/03/2025
Type:Sales and Advertising 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 services with Xfinity for over 5 years. Recently on July 17th I had to make a payment arrangement for the date of August 4th due to running into a hardship. My services were not supposed to be affected unless I did not satisfy the arrangement. My services were disconnected and more fees were applies to my account on the dates July 31, August 1st, August 2nd, and August 3rd. This has affected my livelihood, and employment.
Business Response
Date: 08/19/2025

August 5,2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:       ****** ********
            *******************
            *********,GA 30016

            Case Number:              23693401
            Date of Notice:             August 3, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** (Lei)******** regarding Xfinity service.

On August 4, 2025, I spoke with **************** ******** and confirmed the account was enrolled in everyday pricing for Superfast Internet billed monthly. The July 4, 2025, statement was for services billed from July 8, 2025,through August 7, 2025, which included a past due balance and a late fee. On July 16, 2025, a scheduled payment was created to pay on August 4, 2025. On July *******, the scheduled payment was cancelled. On July 25, 2025, a payment arrangement was scheduled for the same day. On July 30, 2025, the account entered a nonpayment disconnect and was canceled the same day. The agent promised a payment arrangement due on August 1, 2025, however, did not process it.

On July 30, 2025, Ms. ******** accepted via interactive voice response (IVR) to a 12-month promotion for 1 Gig Internet billed monthly.The account receives a promotional discount, effective July 30, 2025, through August 7, 2025, at which time regular rates will apply. Additional services,taxes, fees, and equipment are not included as part of the pricing and are subject to change. On July 31, 2025, the account entered a non-payment disconnect and was cancelled by scheduling a payment for August 10, 2025. On August ******, the account entered a nonpayment disconnect and was cancelled the same day.

On August 3, 2025, the account entered a nonpayment disconnect and was cancelled when a payment was made. A credit was applied to the account on August 3, 2025, to assist with the overall monthly bill, which will appear on the August 4, 2025, billing statement. On August 4, 2025, a courtesy credit was applied to the account to waive the account balance which will also be reflected on the August 4, 2025, billing statement.

On August 7, 2025, I emailed Ms. ******** document needed to change and update her name on the account. 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:08/03/2025
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 had horrible experience with Xfinity. I have scheduled a technician installation on July 26th. I waited for 4 hours no one showed up, and found out the customer service scheduled my appointment wrong. I rescheduled on August 2rd 8-10 again. No one showed up again. And multiple customers service lied to me saying they are delaying because previous customers and suddenly outages in my area. After I asked talked to the supervisor, I found out that there are no outages in my area. Technician noted that called me at 10:03 am. I was in the home and no one called me. I went to store rescheduled a WiFi installation again for August 3rd 8-10. Still no one showed up. This company is awful. And all the customers service lied and no solution for customers.
Business Response
Date: 08/19/2025

August 19, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:**** Wang
*****************************;
**********, IN 46077

Case Number:23693369
Date of Notice:August 3, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** **** regarding Xfinity service.

Our records indicate that on July 22, 2025, Mr. **** signed up for 1 Gig Internet through ************************, and a professional installation appointment was scheduled for July 26, 2025. On July 26, 2025, the appointment was canceled. On July 26, 2025, Mr. **** consented via email to 1 Gig Internet. Due to an order entry error, an installation appointment was not scheduled, and the order was canceled on the same day. On July 26, 2025, Mr. **** consented via text message (SMS) to 1 Gig Internet, and a professional installation was scheduled for July 30, 2025.

On July 30, 2025, the installation appointment was rescheduled to August 2, 2025. On August 2, 2025, the appointment was moved to August 3, 2025 due to the technician being unable to find the address. On August 3, 2025, a service visit was completed, during which the technician determined that because Mr. ***** residence is new construction, the necessary internal coaxial cable wiring had not been completed. The technician advised that Mr. **** would need to hire an electrician to complete the required wiring. On August 3, 2025, the installation was placed on hold and then canceled on August 5, 2025.

Between August 12 and August 14, 2025, I communicated with Mr. **** via email to provide the above information. Mr. **** advised that he has another service provider, and no additional assistance was needed. 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:08/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
?? Xfinity / Comcast Property Damage Nightmare ??Damage complaint # ECM0015516653 I need help and answers.Xfinity recently sent contractors from *** Cable *** to bury a wire for my internet. These workers caused serious damage to my lawn and property and the damage extended into my neighbors yard as well. When I tried to ask the workers if they would fix it, neither spoke English and couldnt respond. As they were leaving, I immediately called Xfinity to file a complaint and was given a report number. I asked them to mark the issue as urgent.The next day, I received a verified text from USA Cable *** asking what the damage was. I sent photos and videos clearly showing the damage. Their response? They dont do landscaping and asked if I could get quotes so they could reimburse **** got three quotes and provided the lowest one, which totaled a little over $2,300. Their reply? Comcast doesnt want to pay that much. They offered to fix the rocks (which wasnt even the main problem!) and claimed the grass will grow back over time. That is not acceptable.?? Heres whats wrong:* Huge exposed orange wire still running through my yard into my neighbors * Large trench-like holes left open across the entire line * Property and landscaping completely ruined * No follow-up or call back from Xfinity * No accountability, and now they want to do the cheapest, fastest patch job instead of restoring it properly I told them Im not looking for an easy fix I want my yard restored to the way it was before they came out. This is not only negligent, its starting to feel illegal. I havent been contacted in three days, and nothing has been done. My yard is still destroyed, and the wires are still exposed.
Business Response
Date: 08/22/2025

August 22, 2025

BBB of ******************* & ********************
******************************************************************************************************************************************

Re:******* *****
****************************************************************************************

Case Number:23693362
Date of Notice:August 3, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ******* ***** regarding Xfinity service.

On August 5, 2025, I began communicating via email with Ms. ***** regarding her damage concerns.

On July 15, 2025, a service visit was completed where a temporary cable line was installed. A technician visited the location on July 30, 2025, and completed the burial of the cable line. Ms. ***** contacted customer service and reported damage to her lawn on July 30, 2025 due to the burial.

On August 13, 2025, Ms. ***** was contacted by our contracting partner, **************, and an agreement was reached on August 14, 2025, allowing us to proceed with the claim payout for the damaged lawn. Ms. ***** was advised once the release form is signed a check will be processed for her damaged lawn. I will follow up with Ms. ***** to ensure receipt of the check. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

Astashia K.
Executive Customer Relations
Customer Answer
Date: 08/25/2025
[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:08/03/2025
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.
Switched to new Xfinity account in November 2024 They did not cancel the old one and continue to bill on old account and new. Alerted them in June 2025 that our billing was not correct They owe us over $800 Filed a ticket with them on June 6 They advised 48 hours for a response. Have called numerous times and cannot get an answer besides getting a robot or its under management review response It has now been almost 2 months with NO communication from them and no money back or resolution. As a family with young children, over 800 dollars is a lot in todays economy and we really need our money back from where they were charging us for an inactive account.
Business Response
Date: 08/29/2025

August 29, 2025

BBB of ******************* & ********************
***************************************************************************
**********************

Re:       ******* *******
            *************************
            ***********, ********

              Case Number:                    23693254
            Date of Notice:             August 3, 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 4, 2025, I spoke with Mr. ******* *******, the account holder, regarding a billing concern. ********** authorized Ms. ******** ***** to discuss his account. Our records indicate that on October 15, 2022, Mr.******** account number ending in 7785 was activated at ************************************************. On November 20, 2024, an account in Ms. ******** ****** name, ending in 8899, was activated at the same address. Mr. ******* is an authorized user on the account number ending in 8899. Mr. ******** account number ending ************************ error. Our records do not support that Mr. ******* requested to disconnect the account in his name before June *******.

The payments received on February 11, 2025, March 17, 2025, and April 25, 2025 were applied to the account number ending in ******************************************** 8899. On June 24, 2025, the account in Mr. ******** name (ending in 7785) was disconnected with a stop billing date on the same day. The billing statement issued on July 24, 2025, reflected a balance due and included an unreturned Internet equipment fee. On July 29, 2025, the Internet equipment was removed from the account, and the unreturned equipment fee applied on July 24, 2025 was reversed. On August 23, 2025, a billing adjustment was applied. These transactions were reflected on the August 23, 2025 billing statement.

On August 25, 2025, and August 28, 2025, two credits were applied to refund the three payments received from February 11, 2025, through April 25, 2025. Since the account is disconnected an updated billing statement may not be issued. On August *******, a refund was requested for the credit balance shown on the account number ending in 7785. Ms. ***** will receive the funds within seven to ten business days. On August 29, 2025, I communicated with Ms. ***** to provide the above information. I will follow up with Ms. ***** to confirm she received the refund. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

******* *.
Executive Customer Relations
Initial Complaint
Date:08/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have filed Numerous complaint with the state Attorney General **** ****** and for some reason comcast will not fixs there issues even right now for the last 2 days there is problem with the signals and not only that they refuse to lower my bill I don't know what there problem is but what ever there problem is they need to fixs it .it's on there end not mine there sytems has some serious malfunctions that need to be fixed if they do not know how to work their own sytems then they don't need to be in business im sick and tired of these people not doing there jobs correctly I'm deaf and cannot here on the phone I have told these people more than a half a dozen times and they won't listen and their promotions are not worth it they are flase advertising that needs to stop now I can't afford to go any were eles so they need to fixs there issues right now and lower my bill
Business Response
Date: 09/03/2025

September 3, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:******* ****
**************************************************************************************

Case Number:23693147
Date of Notice:August 15, 2025

Dear Sir/Madam:

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

On August 27, 2025, a service visit was conducted during which a technician replaced the overhead drop, the drop connector, the ground block, and the customers modem and TV boxes. The technician also worked with Ms. **** to change her internet and television packages. On August 29, 2025, I communicated via email with ******* **** and verified that services are working correctly.

Should you have any questions or need additional information, please contact me at **************.

Sincerely,

******* *.
Executive Customer Relations
Customer Answer
Date: 09/04/2025
[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,

******* Pate thank you so much for Corporation everything is now in working order and thank you for changing my TV and internet package and oh I do have a question though um why does it come up every so aften that the dvr will go to sleep in 5 minutes I don't have a DVR again thank you
Initial Complaint
Date:08/03/2025
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.
I had a dispute about a charge and an employee became frustrated, cancelled my service and the call. When I tried to have the issue corrected. A different employee helped me settle the charge and get connected to internet again. Months later I am sent to collections and I believe my account was erased and recreated. And rather than the company fixing the problem, they told me that the charge was a mistake and dropped. Yet I think a new account was made and instead the inappropriate charge was ignored and allowed to go passed due without my knowledge and late fees occurring on a dead account. I am now sent to collections for an account that is no longer active and confused about what is happening yet nobody in the business knows why the charge exists or how it happened but will not drop it.
Business Response
Date: 08/19/2025

August 19, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:                  Case Number:                      23693094
            Date of Notice:             August 5, 2025

            ******* *******
, CO 80524

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 Mr. ******* regarding his collections concerns. Our records show on March 20, 2025, Mr. ******* downgraded his service from Fast Internet at standard rates and enrolled in Internet Essentials Plus. However, on March 20, 2025, a new account was established at the address when Mr. ******* accepted a 24-month promotion for Connect More Internet at a promotional rate that was to be effective from March 20, 2025,through March 20, 2027.

On April 2, 2025, ************ ******** owned modem was removed from the account that subscribed to Internet Essentials Plus and placed on the new account. Our ******************** records reflect that there was internet usage from April 3, 2025, until May 8, 2025, on the new account. There were no payments collected on the new account and on May 8, 2025, the account was interrupted for non-payment and completely disconnected on June 7, 2025.

Subsequently, on May 8, 2025,when the new account was interrupted for non-payment, the modem was transferred back to the account enrolled in Internet Essentials Plus and the account was upgraded to a 12-month promotion for Connect More Internet at a promotional rate, effective from May 8, 2025, through May 28, 2026. As of June 7, 2025, the final billing statement was generated for the new account with an account balance owed. Due to Mr. ******* failing to pay the remaining balance owed it was charged off on June 22, 2025.

During our discussion, ********** confirmed after enrolling in Internet Essentials Plus, on the same day he called back to increase the speed of internet. However, inadvertently a new account was created. As a courtesy, on August 7, 2025, a billing adjustment was applied to the account that will zero out the final account balance. The updated balance can take up to 60 days to be reflected on Mr. ********* credit report.I apologize for any inconvenience experienced while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

****** *.
Executive Customer Relations
Initial Complaint
Date:08/03/2025
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.
Back on july of this year about 3 weeks ago i had comcast out to ******************************************************************************************** to fix a problem the tech out found out what the problem was and told me any my mother ******** who standing that the problem was fixed which again it is not i am still having the same issues internet goes fast then goes down where i loose all 3 cable phone and internet I explained that to my mom ******** that on sunday august 3 rd it all there cable phone and internet was going out the then going coming back then going out then going back. Then i got a phone call from ***** at comcast excustive costumer care at comcast at720 750 8550 he was told by thech that came out to 34 twin oaks that was fixed this is a lie because the same issue is going on as what came out for it july 3 weeks ago. I am a disabled abult where i needa phone 24/7/365 i have healths were sometimes i need to call 911 for a amblunce or my borother or his wife or my mom and if they are not around for ride up the hospital these are life threating health issues too if not treated in in time comcast need to fix the issue where this does not contine there so mutch construction work on in ********* that there may be line damage not reported There also construction on hinesburgh road too there also construction on ************* too they need to come out a go though everything by getting a construction team out to area and investigate becuase alot in ********* when ****************** comes to ********* in a couple of months will be switching if this problem is not corrected me i am looking at going to concolidated for phone and internet
Business Response
Date: 08/21/2025

August 21, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       ***** ******
            *************************************
            ****************, *** 05403

              Case Number:                    23693087
            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 service.

Our records indicate that on July 16, 2025, a technician visited Mr. ******* location. During the visit,the technician performed a diagnostic check, confirmed that all signals were within specification, and verified that the system was operating properly upon completion of the visit.

On August 04, 2025, I spoke with Mr. ****** regarding his complaint he had filed. Mr. ****** requested a construction crew to resolve the issue. I explained we needed to schedule a technician to investigate and troubleshoot at that point the technician can make that recommendation.

On August 11, 2025, an appointment was scheduled during which time the technician diagnosed and corrected the service issue by replacing the modem and checking all connections. During the visit Mr. ****** was informed about the older inside wiring which we are unable to replace.

On August 13, 2025, I spoke with Mr. ****** and verified that all services are functioning to his satisfaction. Mr. ****** confirmed that everything was working properly, and no issues were reported.
I apologize for any inconvenience that may have caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.

Sincerely,

***** *.
Executive Customer Relations

Customer Answer
Date: 08/21/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23693087

I am rejecting this response because:

Regards,

***** ******

Customer Answer
Date: 08/21/2025
its is still going fast slowing down and dropping off need to get a new tech out here to *************************************
Business Response
Date: 08/29/2025

August 29, 2025

BBB of ******************* & ********************
******************************************************************************************************************************************

Re:***** ******
************************************************************************************************

Case Number:23693087 - Rebuttal
Date of Notice:August 21, 2025

Dear *** or Madam:

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

On August 11, 2025, an appointment was scheduled during which time the technician diagnosed and corrected the service issue by replacing the modem and checking all connections. During the visit Mr. ****** was informed about the older inside wiring which we are unable to replace. On August 27, 2025, I spoke with Mr. ****** and verified that services were working correctly and advised him of the aforementioned information. 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,

****** *.
Executive Customer Relations

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