Complaints

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

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  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

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  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

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:07/29/2025

  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.

  My mother pays her bill early or on time, Xfinity is charging her $512.81 dollars that they want paid by July ******* or they will cut off her service. I am her daughter (***** ****) on behalf of my mother. Her information is ** *** ****, ********************************************************************************, phone number is ************* landline, cell phone ************, email is *********************** My brother (****** ****) went to the company to find out the problem, they said her account has been hacked into her account.

  Business Response

  Date: 08/28/2025

  
  August 28, 2025      
     
  Better Business Bureau
  ************************************************
  **********************
  
    Re: ***** ****
  ********************************************************************************************
  
  File Number:  23669023
  Date of Notice:  July 29, 2025
   
  To the Better Business Bureau: 
   
  This letter responds to the above-referenced complaint submitted by ***** ****. 
    
  We have thoroughly reviewed the account with respect to the concerns raised in the complaint. We have reached out to ***** **** directly and discussed their concerns.  
  
  ***** **** has been provided with direct contact information should there be any further questions or concerns.  
  Sincerely,
  
  Comcast Customer Security Assurance
  ************
  
  

• Initial Complaint

  Date:07/29/2025

  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 been to ****** 05/30 to 06/03/2025.I didnt know about the roaming coz ****** and ****** is covered now in every phone company but on 05/30/2025 I got a message for roaming bill 121 $, right way I call Xfinity explain that Im getting charged for roaming and she activated my roaming pack I got a email also for travel pack activation but after that email,I got emails amount increasing each time and last was 1721 $.at last when I enter **,06/03/2025am and at 11:38 am I call Xfinity explain her about this,Lady talking to me told that you have to pay 5 $/Line/day rest go off.06/05/2025 I call again coz amount charged is still 1721 $ on my account but that they I explain whole story but She said your wrong pack was activated thats why you are getting these charges I escalate this and after resolving we get back to you.Then again nothing happen June 9th call,expain from starting,he said issue resolved in 10 days. I waited and nothing happen and call back on June 23 same the answer is. Again I call back on July 1st same is the answer we looking into it.ON July 5th girl talking to me agree that these charges are unauthorised coz ****** and ****** is covered now and issue a ticket.Then on 07/07/2025 went to Xfinity ***********************, I told (******* )manager whole story,He clearly told me Canada and ****** is covered under Xfinity and these charges are unauthorised and issued a ticket.Ticket dont resolve till 07/26 I went again and manager told me Im not able to anything go to corporate Xfinity Store Stockton.I went there today 07/28 but manager said I put a note that I check your emails and put note on your account rest I didnt do anything.Please help they are charging me without any reason and blaming me that you activated wrong pack its only for call but that pack is activated by Xfinity not by me and I got charges for data thats why I call customer service to activate a pack according to that.They are harassing me from last 60 days.

  Business Response

  Date: 08/06/2025

  
  August 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ****
              2014 Anders **************************************************************************** *******, CA 95337
  
                Case Number:                    23668320
                Date of Notice:             July 29, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* **** regarding Xfinity Mobile service.
  
  On August 5, 2025, I spoke with Mr. **** regarding his Xfinity Mobile concerns. On the June 22, 2025, bill cycle international charges were assessed for data roaming while in ****** for mobile lines 0522, 0870, and 2111.
  
  On May 31, 2025, **** notified Xfinity Mobile that international charges were assessed. Education was provided that the Global Travel pass (***) would be added for mobile lines 0522, 0870, and 2111. Xfinity Mobile records confirm the *** was successfully added, however the *** did not activate per day as intended. On July 30, 2025,an escalation ticket was opened to address the international charges. On July 30, 2025, a credit was applied to remove the international charges. At this time all international charges have been credited. 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 3052840
  
  

• Initial Complaint

  Date:07/29/2025

  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 recently moved to a new-build home in ********* and signed up for Xfinity internet over a month ago. Since my home had never been connected to service, the first tech visit (scheduled more than 2 weeks out) revealed that a line needed to be laid. This caused another 2-week delay.When the crew came, they laid the line but failed to connect it to my home. A new appointment was scheduled. That technician found the line had no signal and ran a temporary above-ground wire across two neighbors yards a safety hazard and an eyesore. He claimed a crew would return soon to rebury the line, but he never submitted the work ticket.I went to an Xfinity store and explained everything in person. The retail *** was polite and assured me the issue would be fixed in 4 days. But she scheduled the wrong type of technician. That tech arrived on a Sunday morning just to confirm the obvious: a buried line is needed. He could do nothing.The most recent technician said he submitted the correct burial request, but I have received no communication or confirmation in the two days since. I now have a temporary line stretched across multiple yards, with no clear resolution in sight.This experience has been frustrating, time-consuming, and unacceptable. Xfinity has shown a total ********************, urgency, and ownership at every step. No one seems empowered or willing to solve problems.I am requesting:1.Immediate burial and activation of a permanent line 2.Written confirmation of appointment date 3.A credit for the unacceptable delays and poor service

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:                       Case Number:                      23668293
              Date of Notice:             July 29, 2025
  
  
              ***** ******
              *******************
              Hermitafe, TN 37076
  
  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 authorized user Mr. ***** ****** and confirmed the installation of new services was completed. On July 17, 2025, Mr. ****** accepted and consented via the web to a 60-month promotional offer for the 2 GiG Internet (formerly Gigabit x2) billed monthly that includes the modem at no cost. The package included a promotional discount. The promotional offer was effective from July 16, 2025, through July 15, 2030. On July 17, 2025, ********* accepted and consented via the web to a professional installation fee that was effective July 23, 2025. On July 23, 2025, a technician was scheduled to install services.
  
  On July 23, 2025, I show another drop line order placed in that was cancelled as duplicate. On July 23, 2025, a service call was scheduled for July 27, 2025. On July 27, 2025, a service call was scheduled where a technician was out and referred the drop bury to the underground team and replaced a cable drop connector. As of July 27, 2025, we show that there is internet usage on the account which means service is working. This location shows Aerial. On July *******, a raise drop order was placed in that is scheduled for August 1, 2025. On July 31, 2025, Mr. ****** advised that there was a line in conduit at the home near the lockbox. On July 31, 2025, I reached back out to the field where it was confirmed on August 1, 2025, that the bury drop was already previous complete on July 11, 2025.
  
  An additional attempt by phone was made but not successful. On August 7, 2025, I communicated via email and explained that on August 6, 2025, a technician was out to connect the bury cable drop to the home for service and removed the temporary cable drop line above ground. On August 6, 2025, we confirmed this was complete.
  
  Xfinity does not compensation for inconvenience, 3rd party fees, time, or lost wages. On July 30, 2025, I provided courtesy credit for the professional installation fee and for service from July 23, 2025, through July 27, 2025. The credits will reflect on the billing statement dated August 23, 2025. No further credit is due on the account as it is not justified. I 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 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:07/28/2025

  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 received a phone call from Xfinity mobile , saying since I have internet service I was eligible for a free year of mobile service, So I took the offer and paid the taxes on a free device, Now my phone service is disconnected for none payment of. Every month since the promo began, I have to contact them about receiving a bill for service that I was promised to be free for a year, costing me a lot of loss wages, because I do **** eats, without my phone , I cant work.

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:****** ******
  ******************************
  ***********************
  
  Case Number:23667767
  Date of Notice:July 29, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted by ****** ******.
  
  Regarding the device promotion concern, on April 3, 2025, ****** ****** purchased a ******* Galaxy A36. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ****** ****** satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  Additionally at that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly credits for 12 months for the unlimited data plan, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 12 months and activate the line within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ****** ****** satisfied the promotional requirements, but the promotion did not reflect on the account. On April 9, 2025, the data plan was changed to Unlimited, and on May 19, 2025, the promotion was added to the mobile account and ****** ****** is currently receiving the promotion as intended.
  
  Regarding the activation fee concern, Xfinity Mobile has a one-time activation charge for every new phone or tablet line added and activated. This is charged to the first billing invoice after the order is placed. These details are referenced on the mobile order. 
  
  On May 19, 2025, as a courtesy, a credit was applied to the April 7, 2025 through May 6, 2025 billing cycle. On July 29, 2025, as a courtesy, a credit was applied to the past due balance for the billing cycles May 7, 2025 through June 6, 2025 and June 7, 2025 through July 6, 2025. 
  
  On July 31, 2025, an Xfinity Mobile Executive Resolution specialist called ****** ****** and explained the above information.
  
  Should you have any questions, please feel free to contact me at ********************************.
  
  Sincerely,
  
  
  ***** *. 
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:07/28/2025

  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.

  Services were turned off several times during the months of March, April and May (at least for two week intervals each time). I called on April 21st to negotiate a lower, yet when Xfinity failed to give me a fair rate, I asked that services be turned back off (since I had just made a payment of $223.98 on April 18th, 2025). I requested a box to return the equipment; however, that request was also refused. Therefore, I drove ***************************************** the equipment and get a receipt that I'd turned in everything. I asked for a final bill, but I was told that I would receive a final bill in the mail. I received several--the 1st bill was in the amount of $313.32; the 2nd bill was in the amount of $457.98; and the last was in the amount of $224.58. Yet even the last bill is incorrect. After tallying up all the time that services were disconnected, I actually only owe $112.30, which I am willing to pay. Yet when I called in again and spoke with an agent named *****, they wanted to stick with claiming I owe $224.58. Also, during the conversation--he claimed that I owed through July 1st and they turned off my services, when in fact it was I, who REQUESTED, that services be discontinued ONCE AGAIN.I simply want to pay what I actually owe and put this experience behind me and my family.

  Customer Answer

  Date: 07/30/2025

  A representative from the company reached out to me and we were able to resolve the situation amicably and to the satisfaction of both parties. I thank you very much for your assistance in this matter!

• Initial Complaint

  Date:07/28/2025

  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 had my mobile phones with **** and I switched them over to Xfinity mobile because they were offering a bring your own phone and geta $200 gift card so back-and-forth texting they tell me I cannot have that because the promotion was not at that time, even though the customer lady told me it was then they told me that they needed a bill from **** showing that I owe money, but I paid them offand no one said anything about having to show a bill when I switched over to them so needs to say after several months I have been trying to get them to understand but every time I send a text, I get a person so it has been five months now that I have been waiting for my $200 virtual gift card that they promised me And I have not received it. I dont know what else to do but to ask for help.

  Business Response

  Date: 08/15/2025

  
  August 15, 2025
  
       
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re:   ******** ********
           *************************************
           **************************
  
           File Number:      23667015
           Date of Notice:   July 29, 2025
  
  To the Better Business Bureau,
  
  This letter is in response to the above-referenced complaint submitted to your office by ******** ********.
  
  On February 26, 2025, ******** ******** purchased Xfinity Mobile service for a customer-owned iPhone 15 Pro Max and an iPhone 16 Pro Max. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card provided they satisfied certain requirements. To qualify for the promotion, customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within a specified time frame.
  
  ******** ******** satisfied the promotional requirements. Our website (****************************************************) shows ******** Norvilles Estimated Qualification Date to receive the prepaid card is on September 17, 2025, in accordance with the promotional guidelines.
  
  An Xfinity Mobile Executive Resolution representative attempted to contact ******** ******** several times to explain the above information. Unfortunately, all contact attempts were unsuccessful.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolution
  *********************************

• Initial Complaint

  Date:07/28/2025

  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 my phone to xfinity on 5/28/25. They promised to pay off my phone with ******* which was $$467.05. Also, upon inspection of my trade in phone, they were to credit my new phone for $830. I hadnt heard anything and reached out on 6/28/25. I submitted the old ******* bill within the 30 day timeframe and also sent in my trade in within the timeframe. It was due to them by 6/20 and i sent it on 6/10. They received my phone and ended up sending it back to me on 07/14/25 saying IMEI mismatch. i was confused and called. Agent after agent said this should not have happened, it was their fault and to return the phone again using the same label. I said thats not going to work so i talked to someone else who requested a new return label. The ticket was immediately closed so I called again. The lady said sorry theres nothing they can do, once a phone is retuned is closed end of story. i said no-this was told to me but every agent on a recorded line that this was an xfinity error. I said i would be contacting BBB or taking legal action because this was not okay and not as promised or advertised. After being on the phone all day, I got an manager on the phone who told me that they could no longer pay off my phone due to the timeframe. even though i submitted everything in the correct amount of time. I said this is unacceptable and she said she would put a $250 statement credit on my account and they would make sure that my old trade in was returned and reprocess everything and i will be getting a call on 7/24/25. I waited for a call and they never did. I called again on 7/28/25 and now they claim no notes on my file indicate any credit and they say everything in recorded but **** cant find those records. At this point, their promotions are still active and i have documentation of sending everything in, in the appropriate timeframe. I am owed $1297.05 from this company and they are completely and uderly scamming people to get them to switch to Xfinity.

  Business Response

  Date: 08/20/2025

  August 20, 2025 
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:****** ******
  ******************************************************************************
  
  
  Case Number:23666927
  Date of Notice:July 29, 2025
   
  To the Better Business Bureau:
  
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ******.
  
  
  Regarding the trade-in promotion, on May 28, 2025, ****** ****** purchased an iPhone 16 Pro (IMEI ending in 6280). At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or if device payments are accelerated, credits associated with device payments are lost.
  
  
  ****** ****** did not satisfy the promotional requirements because the Find My iPhone feature was active when the device was received by ********. Therefore, the device was not eligible for trade-in promotion. Although the promotional requirements were not met, on August 14, 2025, Xfinity Mobile added a courtesy credit to ****** ******* account.
  
  
  Regarding the second trade-in promotion, on May 28, 2025, ****** ****** purchased an iPhone 16 Pro (IMEI ending in 2929). At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or if device payments are accelerated, credits associated with device payments are lost.
  
  
  ****** ****** satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  
  On August 14, 2025, an Xfinity Mobile Executive Resolutions agent called ****** ****** and explained the above information. 
  
  
  Should you have any questions, please feel free to contact us.
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  ***************, Ext 3052975
  
  

• Initial Complaint

  Date:07/28/2025

  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.

  July 28, 2025 Physically went into the Xfinity brick and mortar store to gain access to our account that we pay almost $200 a month for many years due to this business having a monopoly in the area for Internet home services. An employee did not ensure that I had access to the account like he promised.When trying to connect home and Internet the call center individual tried to do so but failed.When I returned to the physical store to resolve the issue of access to services paid for, they stated that the employee I was working with was gone and therefore I would need to wait an hour and a half to resolve the issue or I could drive to another location over 20 minutes away.When I asked to speak with the manager, I was told that I was speaking to the manager and if I wanted to escalate complaints I would have to call the general ***** number.I then called that number and was unable to reach a customer service associate and was unable to file a customer complaint. This is a very misleading business model. Things are not as they claim and I want to ensure that the business is being held accountable for poor practices.

  Business Response

  Date: 08/08/2025

  August 8, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* *****
              ************************
              *******,** 98512
  
                  Case Number:                      23666716
              Date of Notice:             July 29, 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 31, 2025, I spoke with Ms. ********* *****, the account holder, regarding her concerns. Ms. ***** confirmed that service was currently performing correctly.
  
  On July 28, 2025, the cable modem was exchanged to restore service and currently all service levels are within the appropriate specifications. Ms. ***** was unable to confirm whether she was still experiencing a problem logging into the website. However, our records indicate the website is functioning properly.
  
  Additionally,on July 28, 2025, a prorated credit was applied to the account, during the addition of the xFi complete feature to the account, and reflected on the August 1, 2025,billing statement.
  
  On August 8, 2025, a credit was applied to the account for the service-related concerns. The credit will reflect on the September 1, 2025, billing statement.
  
  During our discussion, Ms. ***** explained that she would have Ms. ******* ***** contact me with any future concerns regarding this matter. I apologize for any inconvenience experienced 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:07/28/2025

  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.

  Fiber optic just got put in our area. Weve been waiting for it for a long time because theres no other Internet out here. I workfrom home so when I saw I can get it. I immediately ordered it from the moment I did that everything has been messed up. They sent somebody to come out to do a maintenance call on equipment. I didnt even have he told me itd be no issue today. They didnt have to bury the line or anything like that now this guy shows up says oh yeah gotta bury the line its gonna *** while. I had already canceled my ******** and now here I sit and I work from home. This is horrible. If this is how theyre going to do new neighborhood I will make sure everybody knows not to get them Im not a patient person. I wanted it installed today just like they promised its not my fault that they cant do it the service guy was fine. I had no problem with him today. Just the fact that he showed up late and then he cant do it. Theres no reason why big companies cannot fulfill what they promise so now Im at the end of the line and that could be months. Are you kidding me? Ill just forget it. I wanted the service today. They knew they had to do this why wouldnt they have done it ahead of time

  Business Response

  Date: 08/13/2025

  
  August 13,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       *** *****
              *****************
              ********, ** 30145
  
                  Case Number:                      23666594
              Date of Notice:             July 29, 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 31, 2025, I spoke with Ms. ***** and scheduled a technician to complete the installation on August 8, 2025. A drop bury was completed at Ms. ****** home on August ******, providing the service access to Ms. ****** home. Xfinity records confirm a technician was out to the home on August 7, 2025, and installed the requested services.
  
  On August 7, 2025, an attempt was made to reach Ms. ****** however, my attempts were unsuccessful. I corresponded via email communication with Ms. ***** on August 7, 2025, and confirmed the installation of services was completed the same day.
  
  Ms.***** currently subscribes to a 60-month promotional package for Gigabit Internet at a discounted rate effective August 7, 2025, through August 6, 2030.The account also has a ********************** leased modem at no additional fee monthly included each month with no duration. I 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 a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations

• Initial Complaint

  Date:07/28/2025

  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 being charged over $300 per month by Comcast: Xfinity and I dont even have any cable service. I want to cancel but I cant cancel because they wont allow it ;they wont connect me to a live human from any phone number because they claim they are working on it). I want to cut all ties with this nightmare company and need help. Please help me reach a live human . I want to cancel and stop the billing. This is fraud!!!! I am notifying my bank to stop paying for fraud. Please please help me.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  **********************************************************************************
  **********************
  
  Re:********* *******
  **********************************
  *******************
  
  Case Number:23666344
  Date of Notice:July 28, 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 3, 2025, a technician completed a service visit and replaced the drop cable line to the home and TV Boxes. On August 7, 2025, a technician visited the home and completed the burial of the cable line. On August 8, 2025, I followed up with *** ******* who verified that the cable line was buried. *** ******* advised she will contact me directly at her convenience to review available packages and promotions. 
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations