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

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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:

  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 did a new plan with Xfinity in June. A tech came out to install a new modem as my internet needed upgrading.. He came out with the modem and installed it. He also scanned and took my old equipment. My internet was the best its been since I first moved in ten years ago.A week and a half ago they speed bumped my internet and ruined all the good tThe tech did by installing the hew modem. All was fine until this non- consented ******** latest bill they over billed me saying the equipment the tech took back with him was not returned. This simply is not true as Ive told them today before both *****s left the chat of the issue they said they were fixing. This happens all the time there. The first ***** said its the old rudiment. I said the tech took it which he did. **** was fine last month so why now when it was installed in June? Nothing new only the speed bump issue they did for no reason. Now, they want me to agree to a new deal which likely is to negate all their screwups than cause this mess in the first place. I want the plan I agreed to in June back and my internet speed back to what it was as this speed bump ruined all the good the tech did with the new modem just in June.2 *****s and Im left wasting an hour with no resolution. Sometimes its 6 *****s who dont have the decency to switch you or tell you before they split. They blamed inactivity when the inactivity is them pretending to tic the over billing issue I believe the issue with the *****s is they knew they screws up and dont have the answers. If one dos not know they simply leave the chat or dont type. This causes inactivity and I get disconnected only to have yet another ***** do damage control. Its asinine and dishonest.I want what the last ***** was fixing of the new deal j agreed to back in June back and try hook to stay at what we agreed to. The speed back to what j had in June and early July also when it was good,Thank you,**** . . .

  Customer Answer

  Date: 08/06/2025

  Last week,  I attempted to address an overbilling issue but was disconnected during the process. Two *****s left the chat after putting me on hold for an extended period while they were supposedly working on my problem.
  
  Prior to their sudden departure, they tried to resolve an overbilling issue. They presented a new plan, claiming it was an update to my previous one, even though it included items that were not part of the plan I had agreed to for a year back in mid-June. This situation seems illogical unless its an attempt at damage control, which is often the case.
  
  The recent and random speed upgrade has led to issues for me, including the compromise of two accounts due to security instability. If possible, I would appreciate it if the speed could be reverted to its previous state, especially since this change was made without any prior notice and the unnecessary issues it has caused.
  
  
  It seems unnecessary to implement such a change without my knowledge or consent. Unfortunately, this is one of the reasons I am reaching out, especially given the ongoing false charges of equipment I do not possess and fees that were waived in June. 
  
  
  If the issue cannot be completely resolved, I would prefer to close my account. Honestly, that option seems more appealing and preferable considering my experiences with customer service over the years.

  I have attached additional screenshots showing the inconsistent responses from various *****s, which often lead to more confusion and stress. Some seem good on confirmation only to fallback to the old being why I am sadly here,

  I apologize for the disorganized screenshots as they are out of order in how they load, Nevertheless, they effectively demonstrate the origins of this issue and how other *****s tried to resolve the damage, occasionally making it worse unintentionally.
  
  I would like to tackle this issue through documentation first as I told the first ***** who replied  as the recent phone calls and emails from various unfamiliar numbers regarding this complaint have been random and unhelpful. Thank you for your prompt attention to this matter.
  
  
  Best regards,
  
  
  Erik 

  Business Response

  Date: 08/20/2025

  
  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** ***********
           **********, MA 01930
  
           Case Number: 23686698
           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.
  
  Our records indicate that on **** 15, 2025, Mr. *********** accepted an agreement for 12 months, effective **** 17, 2025, it will expire on **** 17, 2026. The promotion is for the Superfast internet for 24 months effective **** 17, 2025, it will expire on July 3, 2027. On July 4, 2027, the promotional rate will increase until July 3, 2028, after which time retail rates will apply. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  On **** 17, 2025, a service technician visit was completed, it was found that the Internet/Voice Equipment was defective, and it was replaced. 
  
  On **** 27, 2025, the billing statement was generated, it included a partial charge for the services from **** 17, 2025, through July 3, 2025. On July 3, 2025, a payment was applied to the account. On July 3, 2025, a loss of service credit was applied to the account, it reflected on the July 27, 2025, billing statement. On July 16, 2025, Mr. *********** started getting billed for the inactive Internet/Voice Equipment. 
  
  On July 27, 2025, the billing statement was generated. It included a partial charge for the inactive Internet/Voice Equipment from July 16, 2025, through August 3, 2025. On August 1, 2025, a payment was applied to the account.
  
  On August 12, 2025, I applied a billing adjustment credit for the inactive Internet/Voice Equipment charges, it will reflect on the August 27, 2025, billing statement.
  
  On August 14, 2025, a service technician visit was completed, it was found that the Internet/Voice Equipment, connectors, amplifier, and the ground block were defective and were replaced.
  
  On August 14, 2025, the old inactive Internet/Voice Equipment was removed from the account. Even though the inactive Internet/Voice Equipment was removed, the monthly inactive Internet/Voice Equipment charge had not been removed. On August 18, 2025, Mr. *********** approved an order to remove the inactive Internet/Voice Equipment charge from the account. 
  
  On August 18, 2025, I received an email from Mr. *********** where it was confirmed that he approved the order that I created on August 18, 2025, to remove the inactive Internet/Voice Equipment and acknowledged that the correct agreement from **** had been reinstated. 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: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 have been a customer For over 20 years. I am having difficulty . In July I called to change my service because by bill increased and I could no longer afford to pay this much. My husband has retired and our income is more limited now. . Every time you call or chat it takes at least an hour to get a questioner answered.Customer service is poor .The ***s are foreign and you cant understand them and they promised you services or try to sell *** services but lie So in July I was told that my package had increased because a promotion that had been placed on my acct had expired but I was told that a new promotion would be applied and I wouldnt lose my services my TV and the 1 gig of internet. I agreed to the services and was told my services would be 153$. A month.I signed the contract sent to me. had to return a box that I had they removed from my services. So I went to the store. When I went to the store the lady at the store was very frustrated and it took her over an hour. She said my ordered had never been pushed through and no credits very given to me as the customer service *** had promised for another TV box that I was charged for and hadnt used in two years. The lady at the store said this box I returned wasnt even linked to my acct. And I said well its way over 10 years old and they have charged me monthly Needless to say she could not offer me credits etc.Long story short I have been screwed over by Xfinity for the last year or more being lied to me about my mobile service, promising me a free phone in which they charge me for every month because the *** put the order in wrong, And from promising packages etc that they dont process.The lady at the store could not give me a package that was in the cost that I was promised. And sign an agreement too. She cut my internet and my TV down Now my internet is so slow I cant even use it. I want to file a complaint against this company for false advertising and for lying employees

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:    **** ******
           ********************
           ******, IN 47441
  
           Case Number:  23694134
           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 **** ******.  
  
  Regarding the Xfinity Internet monthly service credit promotion concern, on August 10, 2024, **** ****** agreed to a 12-month promotional offer for Superfast Internet, at a promotional rate. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive a monthly discount on their Xfinity Internet bill provided they satisfied certain requirements. To qualify for the promotion, customers were required to sign up for ********************** and activate a new line with a certain data plan within a certain time frame of accepting their Xfinity service offer. Lines added with a tablet or smartwatch do not qualify for the promotion. The discount appears on the Xfinity Internet bill within 30 days of Xfinity Mobile activation. To continue receiving a discount, customers must maintain ********************** and ********************************************* service at the required or higher tier. 
  
  **** ****** satisfied the promotional requirements and received the promotion as intended. On August 22, 2024, a 12-month Xfinity Mobile discount was applied and is effective through August 21, 2025.
  
  The contractual agreement was effective from August 10, 2024 to August 24, 2025. The promotional rate for Superfast Internet was effective from August 10, 2024, through August 20, 2025, at which time, the retail rate would apply. Additional services included ************************ TV Box, and xFi Complete (which included Internet equipment and *************** at the retail rates. The account received a two-product discount. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The account received a self-service discount with enrollment in Automatic Payments with a linked credit or debit card and Paperless Billing. 
  
  On July 3, 2025, ***** ****** consented to a change of service, and an order was created for a 12-month promotional offer for 1 GBPS Internet, at a promotional rate, which includes the ************** Option and Xfinity WiFi Gateway. The change of service was not completed as scheduled on July 4, ****************************** a pending status until being canceled on July 14, 2025. The cause is unknown. 
  
  On July 3, 2025, the unreturned TV Box was removed from the account as a courtesy. On July 14, 2025, the rate code for the unreturned equipment was removed. 
  
  On July 14, 2025, a change of service was completed, and the account was enrolled in 500 MBPS Internet, which includes the ************** Option and Xfinity WiFi Gateway, at the retail rate. The Entertainment genre pack was added at the retail rate. The account continued to receive a two-product discount with enrollment in ********** Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. During the change of service completed on July 14, 2025, the 12-month Xfinity Mobile discount was removed. 
  
  On August 3, 2025, ***** ****** consented to adding 1 GBPS Internet, which includes the ************** Option and Xfinity WiFi Gateway, at the retail rate. The account remained enrolled in *********, ************ and TV Box at the retail rates and received a two-product discount. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. A self-service discount is available should ***** ****** enroll in Automatic Payments with a linked bank account and Paperless Billing. The self-service discount will be applied within 45 days of meeting the requirements. 
  
  On August 7, 2025, a 24-month promotional offer was added for the TV Box at no charge, effective from August 7, 2025, through August 20, 2027, at which time, the retail rate will apply. On August 7, 2025, credits were applied for the unreturned TV Box for ten months, to offset the monthly rate billed from July 21, 2025, through August 20, 2025, and to honor the rate provided on July 3, 2025. The credits were reflected on the August 8, 2025 billing statement. 
  
  On August 7, 2025, an Executive Customer Relations specialist called **** ****** and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
  
  
  ********* *.
  XM Executive Resolutions
  ********************************

  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:
  
  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: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.

  First of all, I requested twice by phone on June 5th and 6th, 2025 to cancel my internet service as I had a new one with another company. I was connected to a specialist (probably sales) who would not let me cancel until he had finished a long spiel about their new offer, a deal so wonderful, I wondered why it hadn't been offered me when I called previous times to lower my bill.Finally, the *** gave me instructions for cancellation effective that day, including returning the equipment. The technician to disconnect did not arrive until June 10th. I returned the equipment as soon as I could, Sat., June 14th. I received an email stating that my "equipment return is complete" on June 20. At no point did any *** with Comcast/Xfinity tell me that a balance was due, and in fact a credit would be issued after the return.According to an email received from Xfinity, my last payment, for $63.00, was received on June 22nd. About July 17th, I began to receive notice that my service was disconnected for NONPAYMENT. I have received several since.

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** *******
  ****************************************************************************
  
  Case Number:23693931
  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 8, 2025, I spoke with Mr. ******* regarding his concerns. On June 21, 2025, a disconnect order was processed and was completed on June 22, 2025, with an effective stop billing date of June 6, 2025, that provided a credit prorate.
  
  On June 26, 2025, the modem ending in F220 was removed from the account. On June 22, 2025, we attempted to remove the TV box ending in D194, but it was added back on June 26, 2025. On June 22, 2025, Mr. ******* was charged an early termination fee (ETF) that reflected on the billing statement dated July 22, 2025. This left a balance due. On June 23, 2025, Mr. ******* made a payment to zero out the account.  
  
  On July 22, 2025, Mr. ******* was charged for the unreturned TV box ending in D194, which reflected on the billing statement dated July 22, 2025. I advised Mr. ******* that if I remove the equipment and our warehouse adds it back, since they could not find it, then he would need to provide the receipt for the return or he will owe the fee for the equipment, as the charge will be placed back on the account and the account may go to collections.
  
  On August 8, 2025, I removed the TV box from the account as a courtesy. On August 8, 2025, Mr. ******* received a credit for the unreturned equipment charge, which will reflect on the billing statement dated August 22, 2025. 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: 08/17/2025

  [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: 23693931
  
  I am rejecting this response because:

  The fact that this unethical business is still threatening to send the account to collections is telling.  They also billed me after I cancelled, which I did not authorize.   Keep in mind I returned the equipment as required. 

  Once I get a promise that NO further billing will take place, and no collection attempts made, I will release Comcast from this complaint, but not before.  And I never heard an apology, though I could be mistaken on that.
  
  
  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.

  Comcast is useless when it comes to customer service, we signed up for **** services with them at the beginning of July. Its been nothing but h*** and their automated phone system is so ******** it just sits there in silenced confused as s*** when you tell it to transfer you to an agent, this is absolutely unacceptable, everytime it rains our internet goes out. This aint satellite service, nor is it 1970. This shouldnt even be an issue, y'all better get it together real quick like or Ill be taking my business to ***** This is ********. Account phone number is ************, but yall need to contact me at ************.

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ***
              *********************
              ************, ** 32209
  
                Case Number:                    23693850
              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 **** ***, 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.
  
  The only service call recorded was the installation completed on July 9, 2025. **** **** has no record of any outages,since the account was created on July 8, 2025. A remote signal check on **** **** equipment, reflects the signal level being within operational standards.
  
  I apologize 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 a resolution in this matter. Should you have any questions or need additional information, please contact me on *************.
  
  Sincerely,
  
  
  Astashia K.
  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 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,
  
  ******* *****