Business Profile

Internet Providers

Comcast Corporation

Headquarters

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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

28,105 total complaints in the last 3 years.
9,099 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:07/27/2025
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.
Complaint against Xfinity 1. What happened:I signed up for a $40/month Xfinity WiFi internet package, which included a free mobile line promotion. However, I was wrongly charged:$70.22 on June 20 (Confirmation number: 5181293242)$4.08 on July 20 (Confirmation number: **********)These charges were related to the mobile line (**************) that was clearly advertised as free when I enrolled.2. Attempts to resolve the issue:I contacted Xfinity customer service several times. On July 21, a representative confirmed the charges were incorrect and promised a refund. However, as of July 26, I have not received any refund or follow-up.I contacted customer service again on July 26, but the new representative denied that any refund had been promised and refused to take further action. This inconsistency has caused frustration and loss of trust.3. Current status:The issue remains unresolved. I have not received a refund or any clear explanation for the charges. I believe I was misled and have experienced poor customer service.4. Desired resolution:I am requesting a full refund of the $70.22 and $4.08, and written confirmation that my mobile line (**************) is part of the free promotion as originally advertised.Thank you for your help.Sincerely,****** *** *********************** **************
Business Response
Date: 08/15/2025

August 15, 2025

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

Re:       ****** ***
,CA 95131

                Case Number:                      23659831
Date of Notice:             July 27, 2025

Dear Better Business Bureau:

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

On April 23, 2025,****** *** subscribed to Xfinity Mobile service with a iPhone 13 using the Bring Your Own Device option. 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,but the promotion did not reflect on the account. On August 1, 2025, the promotion,and credits for the prior months of the promotion, were applied to the account.

I made several attempts to contact ****** *** via telephone and email; however,my attempts were unsuccessful.

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

Sincerely,

Salinthia S.
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:07/26/2025
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 (Xfinity) disconnected service on 07/22/2025. My most recent statement indicates that a disconnect was requested for this date which triggered early termination fees. There is no record of a call, email, or web request for a termination. Comcast was unable to provide any record of a disconnect request and said they do not know why my service was disconnected. I was told that I have to restart services, sign a new contract with new pricing, and that the early termination fees should be corrected on my next bill. This seems to be purposeful wrongful termination in order to generate fees and change rates.
Business Response
Date: 08/04/2025
August 4, 2025

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

Re: ****** *********
*********************************;
********, IL 60067

Case Number: 23659455
Date of Notice: July 27, 2025

Dear Sir/Madam:

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

On July 28, 2025, I spoke with ****** ********* and explained on March 16, 2025, the account was enrolled into a 24-month contractual agreement for the Gigabit Internet service with download speeds of up to 1.1 Gbps at a monthly rate (lower rate due to the account being enrolled into automatic payment via checking account and EcoBill paperless billing) effective from March 18, 2025, to March 18, 2027. The package included a contract discount for 24 months that was effective from March 18, 2025, to March 17, 2027.

In addition, on March 16, 2025, a 24-month free promotion for the wireless modem was added to the account at no additional cost per month and included a promotional service discount for 24-months that was effective from March 18, 2025, to March 17, 2027. At the conclusion of the promotional periods, the standard rates were to apply.

On March 17, 2025, the Comcast wireless modem was added to the account. On March 21, 2025, ****** Buffalinos personal owned wireless modem was added to the account. On April 30, 2025, ****** Buffalinos personal owned wireless modem ending in F11A was removed from the account. Upon reviewing the account and the billing notations from July 24, 2025, the Comcast wireless modem ending in C6DF was located in a Comcast warehouse; therefore, the wireless modem ending in C6DF was removed from the account on July 24, 2025.

On July 24, 2025, the account was disconnected by our finance team and backdated to reflect an effective disconnection billing stop date of July 22, 2025, due to no equipment remaining to the account. Due to the account being terminated on July 24, 2025, before the contract end date of March 18, 2027, an early termination fee was applied to the account on July 24, 2025, and appearing on the July 24, 2025, billing statement. On July 24, 2025, the account generated an amount owed consisting of the early termination fee received on July 24, 2025, and charges for services billed from July 18, 2025, to July 23, 2025, and the balance owed appeared on the July 24, 2025, billing statement.

On July 26, 2025, the account was restarted and enrolled into a 12-month price lock guarantee promotion for the 1 Gig Internet service with download speeds of to 1 Gbps at a monthly rate and includes unlimited data along with a promotional discount for 12-months that is effective from July 28, 2025, to July 27, 2026. The promotional rates do not include additional equipment; service charges or applicable taxes and fees and standard retail rates are to apply at the conclusion of the promotional period.

Due to the account being enrolled into EcoBill paperless billing and automatic payment via checking account, the account receiving a monthly self-service discount resulting in the account being billed the promotional rate for the 1 Gig Internet service. If either EcoBill paperless or automatic payments are subsequently canceled, the monthly discount would be removed automatically.

On July 28, 2025, I completed the pending work order for the 1 Gig Internet service on the account and assisted with adding his personal owned wireless modem back to the account. On July 29, 2025, a credit was applied to the account to cover the cost of the early termination fees received on July 24, 2025. On July 31, 2025, a credit to the account to satisfy the remaining account balance to zero. The credits will appear on the August 28, 2025, billing statement.

I attempted to follow up with ****** ********* but was unsuccessful. On July 31, 2025, I sent an email to ****** ********* providing this information. 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 resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

******* *.
Executive Customer Relations
Initial Complaint
Date:07/26/2025
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 signed up for Xfinity Internet and Mobile after being offered several promotional deals that were completely mis***resented. I was told Xfinity would: (1) pay off my remaining balance with T-Mobile, (2) provide one free mobile line for one year, and (3) give me credit toward a new iPhone 16 if I submitted my old phone. Later, I was informed that, as a military customer, I qualified for two free lines for two years. I confirmed these details by phone with a ***resentative before switching.I followed all instructions: I submitted my phone, enrolled online, and activated service. But shortly after, I began receiving bills for line charges that were supposed to be free. I called customer service multiple times and was told Id be charged for the first two months but would receive credits after that which never happened. I also never received the credit card or any confirmation of the trade-in value for the phone I submitted.I filed a BBB complaint. A director called me, admitted the promotions were explained incorrectly, and said that one offer canceled the others. He said hed investigate the T-Mobile payoff and follow up, but I never heard back.On July 25, I went to the Xfinity store to cancel a line and resolve the issue. I then discovered a $652 bill in the app. The store *** said it was likely a glitch and advised me to call customer service. When I did, I was told the line had been canceled for non-payment despite being on autopay and being told by the *** that I only owed $27.Xfinitys handling of this has been unacceptable. I gave up my phone, paid off T-Mobile myself, and now Im being overcharged by Xfinity all based on misleading promises and inconsistent information. Their failure to honor their promotions has caused financial and emotional stress.I demand immediate resolution and full reimbursement.
Business Response
Date: 08/15/2025
August 15, 2025

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

Re:       ****** *******
            ******************
            *******, MA 02149

              Case Number:                    23659421
              Date of Notice:             July 28, 2025

To the Better Business Bureau:

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

On December 27, 2024, ****** ******* enrolled with Xfinity Mobile with his ****** Pixel 7 Pro. 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 and would be applied monthly for 12 months. To continue receiving a discount, customers must maintain ********************** and ********************************************* service at the required or higher tier.

****** ******* satisfied the promotional requirements until a Military discount was approved on January 18, 2025, replacing the Xfinity Mobile discount promotion awarded on December 27, 2025. The two discount offers were not stackable;therefore, ****** ******* was awarded the promotion of greater value. The recurring Military Discount began during the billing period of January 6, 2025,through February 5, 2025. The second line, ending in 1540, will be billed the ************** rate. On July 11, 2025, the Xfinity Mobile account was disconnected due to nonpayment voiding the promotion.

Xfinity offers exclusive benefits for those who serve in the Military, once service is confirmed and the eligibility requirements are met. On January 4, 2025, ****** ******* purchased an iPhone 16. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive a monthly discount 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 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 was receiving the promotion as intended. On July 11, 2025, the Xfinity Mobile account was disconnected due to nonpayment voiding the promotion.

On January 4, 2025, ****** ******* purchased an Apple iPhone 16. 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 device payments are accelerated, credits associated with device payments are lost.

****** ******* satisfied the promotional requirements and was receiving the promotion as intended. On July 11, 2025, the Xfinity Mobile account was disconnected due to nonpayment voiding the promotion. A one-time remorse credit was applied to the Xfinity Mobile account on July 11, 2025.

At that time, Xfinity Mobile also offered another promotion through which eligible customers could qualify to receive a prepaid card for the amount they currently owe on their trade-in device(s), up to a maximum amount per device, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a new line of Xfinity Mobile service, port their number over to Xfinity Mobile from a participating carrier, and provide the pay-off balance of the device by uploading their statement from a prior carrier through the Xfinity Mobile online portal.

****** ******* did not satisfy the promotional requirements because the statement confirming the device payout was not uploaded through the Xfinity Mobile online portal.

On August 5, 2025,an Xfinity Mobile Executive Resolutions spoke with ****** ******* and explained the above information. As a courtesy a credit was applied to the Xfinity Mobile account billing.

Should you have any questions, please feel free to contact us.

Sincerely,

******* *.
Xfinity Mobile Regulatory Specialist
********************************
Initial Complaint
Date:07/26/2025
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.
A Comcast/Xfinity installer drilled through electrical wires causing over $1,400 in damage because they did not check where they were drilling. Or if they even needed to.After causing the damage he spent an hour+ on the phone with his supervisor who attempted to get his technician to repair the damage. While not being licensed or insured or trained to do the repair. The technician also stated his company that is contracted through Comcast isnt even insured for any damages they may cause to a home like this. Comcast has made little to no effort to correct the issue. I had to pay for repairs because the damage caused **** ***** to be exposed and could cause harm or other damage to my home. I dont even have Comcast Internet now because they couldnt guarantee the installer wouldnt be from the same contractor. I just have a hole in the wall and a bank account that is now missing $1,457.12.
Business Response
Date: 08/08/2025
August 8,2025

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

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

, WA 98026

Case Number:                    23659326
            Date of Notice:             July 27, 2025

Dear Sir/Madam:

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

On August 7, 2025, I spoke with Mr. ****** and confirmed that the contractor has agreed to reimburse Mr. ****** for the cost of repairs for damage to Mr. ******** electrical wires and breaker box. A technical supervisor met Mr. ****** at the residence on August 6, 2025, to review the damage and on August 7, 2025, Mr. ****** was sent a Release of Liability, which he will need to sign and return before he is mailed a reimbursement check from the contractor.

On July 21, 2025, a credit was issued to Mr. ******* Comcast account. On August ******, Mr. ******* Comcast service was disconnected with an end billing date of July 22, 2025. Mr. ****** still retains a leased modem. The remaining credit balance on Mr. ******* account will be refunded within 30 days of returning the leased modem. Mr. ****** should expect to receive his credit refund within four to six weeks of the refund date. 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 Response Team
Initial Complaint
Date:07/26/2025
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 Xfinity internet service and I was repeatedly contacted about mobile phone services. I refused multiple times and continued to receive calls with offers. 29 days ago they offered me free service for one year if I would try their mobile service. Aftsr 1 year, the price would be $42.97 a month after taxes and fees. I refused at first, but agreed after being guaranteed that I would not have any issues. 29 days later I received a bill for $68.60. Now my original phone plan I switched from is no longer available either as I had that plan for 10 years prior to switching. Not only am I being charged for something I never agreed to due to Xfinity breaching our contract, but I also have been financially inconvenienced because my original contract is no longer available.
Customer Answer
Date: 07/28/2025
I have attempted to transfer my phone to another phone carrier. Xfinity refuses to release my number to allow it to be ported to my new phone service. I have only had service with Xfinity for one month, and now they are holding my phone number for ******. I have requested to have my number transferred multiple times and they refuse to transfer it to the new service I have already paid for in advance. They are trying to extort me for more money to get my phone number back that I have had for several years before switching to Xfinity a month ago. I don't feel like this is legal.
Customer Answer
Date: 07/31/2025
Xfinity has agreed to remove the charges and released my phone number to allow me to port my number to my new service provider. I still feel like it should not have been this difficult to get them to do the right thing. That being said, they have removed the charges and released my number.
Initial Complaint
Date:07/26/2025
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 contacted Xfinity to troubleshoot my Wi-Fi. During the chat, I was told about three promotions. First, I could get an Apple iPad for free. The agent said, your monthly charges which will be $29.38 will be covered under the promotion as you have a $40 discount on your account so from that $29.38 will be covered and the remaining $10.62 will be applied as a discount on your bill. This clearly meant $0/month for the iPad and an extra ~$10 off my bill. I agreed.Second, I was told Id get free unlimited data/talk/text for two mobile phones. After providing both **** numbers, the agent said, I have added 2 Unlimited mobile lines from our end for your devices which will be *************** calls, sms + 20+ million hotspots access for FREE. I was told my estimated monthly payment would be $24.70, and the promo would last one year. After that, it would be $40/line.Third, I was told Id receive a $100 virtual prepaid gift card per line (so $200 total), within 3-5 business days once the line gets activated. That never ************ my bill for the July cycle is $130. This includes two activation fees, which I expected. But Im also being charged for data lines and ~$9 for the iPad.When I contacted customer service, I was told the approval I signed was for one free line and one at $20, and that I agreed to pay for the iPad. Thats not what I was promised. I only skimmed the approval to confirm the phones listed were correct, trusting that it matched what the agent described. He assured me multiple times my mobile bill would be free.Customer service just repeats my bill summary and says, To avoid any misinformation approval is sent and order statement is sent also to registered email for the customer to review and it has 14 day return period as well if customer is not satisfied. That doesnt change the fact that I was misled about what I was signing up for.
Business Response
Date: 08/14/2025

August 14,2025

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

Re:       ***** ********
            *****************
            ********, GA 30635

                Case Number:                      23658792
            Date of Notice:             July 26, 2025

To the Better Business Bureau:

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

Regarding the Xfinity Mobile free iPad promotion concern,our records reflect that on June 24, 2025, ***** ******** purchased an Apple iPad (A16). 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. 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.

Regarding the free ************** for 12 months concern, our records reflect that on June 24, 2025, ***** ******** ordered two eSIMs for two Apple iPhone 16 Pro devices. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a monthly service credit for 12 months. To qualify for the promotion, customers were required to bring their own device to ********************** and add a new line with an ************** plan. If the line is canceled, voluntarily or involuntarily, credits associated with device payments are lost. ******** customers will see the monthly service credit applied on their Xfinity Mobile billing statement as a service promotion in the following billing cycle.

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

Regarding the Promotional Prepaid Card concern, our records reflect that Xfinity Mobile also offered another promotion on June *******, 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 14 weeks.

***** ******** satisfied the promotional requirements but is still within the grace ******* The prepaid card should be shipped to the customer within 14 weeks.

On July 30, 2025, an Xfinity Mobile Executive Regulatory Specialist called ***** ******** and explained the above information.

On June 24, 2025, ***** ******** was advised by a sales agent that the Apple iPad promotion offered a free device. On July 30, 2025, a courtesy credit was applied to the remaining balance of the Apple iPad, as well as two activation fees charged from June 25 to July 24, 2025, as shown on the billing statement. The credit is applied to the billing statements for the periods of June 25July 24, 2025, and July 25August 24, 2025.

On July 29, 2025, an Xfinity Executive Relations representative spoke to ***** ********. ***** ******** reported service is working and ***** ******** no longer needs a service call.

On March 16, 2025, ***** ******** accepted and consented via the web to a 24-month term agreement that is effective March 26, 2025,through March 26, 2027, for the 1.2 Gigabit Internet (formerly Gigabit extra)that has download speeds of up to 1300 Megabits per second (Mbps). This included a contract discount. The promotional pricing is effective from March 26, 2025, through March 25, 2027. On March 16, 2025, ***** ******** accepted and consented via the web to a 24-month promotional offer for the leased modem at no cost. This included a promotional discount. The promotional pricing is effective from March 26, 2025, through March 25, 2027. ***** ******** received the self-service discount for signing up for eco-bill and autopay by bank account (***).

This package includes an Amazon eGift card if ***** ******** maintains the offer for 90 days and keeps the account in good standing.The eGift card would be received at the email address associated with the account within 14 to 16 weeks. This package also lets ***** ******** know she could receive a free line of Xfinity Mobile Unlimited for 12 months if she signs up for Xfinity Mobile and activates a new Unlimited line within 90 days of this order. Ninety days have passed, and ***** ******** has not taken advantage of this offer.

***** ******** reports not receiving the correct download speed. From April 7, 2025, through June 25, 2025, ***** ******** was receiving download speeds from 3.36 Mbps to ******* Mbps. On June 25, 2025, ***** ******** received credit for services that will reflect on the billing statement dated June 25, 2025. On June 25, 2025, a service/trouble call was scheduled for June 26, 2025, because of a Gateway speed test failed appointment. On June 26, 2025, a service visit was scheduled where a technician replaced a cable drop line and referred additional issues to maintenance for service-affected issues. On June 26, 2025, our maintenance visited the location and repaired/replaced an amplifier module. On July 29, 2025, ***** ******** confirmed that services were working.

Should you have any questions, please feel free to contact us.

Sincerely,

***** *.
Xfinity Mobile Executive Resolutions
*******************************
Initial Complaint
Date:07/26/2025
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.
Xfinity connected services to my home using fiber optic line. I was told the line would be buried within ***** days after the connection. They ran the line through my neighbors properties and across mine for my service. It has been nearly 30 days now since the line was ran and Xfinity makes every excuse in the book to avoid the situation. They never give me a date the line will be buried or any information pertaining to the line being ran. This has caused major problems with my neighbors and my relationships and Xfinity doesn't seem to care about the problem.
Business Response
Date: 08/14/2025
August 14, 2025

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

Re:       ***** ******
            **************************************************
PO Box 11
            Scipio, IN 47273

Case Number:                    23658589
            Date of Notice:             July 26, 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 a bury drop order was placed on the account on June 29, 2025. Another bury drop order was placed on the account on July 19, 2025. The bury drop request was cancelled on July 21, 2025 and referred to the construction department to complete a road bore. The road bore was expected to be completed within ****** days.

On July 28, 2025, I spoke with ***** ****** regarding the above information. During the conversation,***** ****** advised that the cable line was buried by a third-party company hired by a neighbor. On July 31, 2025, our construction department confirmed there was no additional work needed to address the line at the location. 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:07/26/2025
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.
Account is under the name however ***** ****** (me) whom is on the account is handling this matter On July 24th I had a payment set up for my service however my check did not come in so I went online to chat with multiple agents about changing this and instead doing installments I was told this is fine, after some trying it was done my account showed an active 12 month installment plan for the ****** past due I would be making payments of ***** per month, I confirmed this with an agent on chat who told me I did need to make a manual ***** payment but that the plan was active and it would negate my arrangement that I had for the 24th since I was going with an installment plan instead (I have attached the chat transcript) mind you this was multiple agents I had chatted with that said this was possible and that we qualified Queue July 25th my service is magically suspended and there is no longer a payment plan showing on my account, talking with 1 agent and then a supervisor who said it isn't there you never did anything, then got transferred to customer service who stated the same thing BUT acknowledged the chat transcript indeed showed it was set up but there was nothing they can do, I then asked for their supervisor to be put on hold for over 40 minutes to then be told a supervisor would call me back within 30 minutes to an hour this never happened a supervisor never called me back so now this is not resolved, I am here WITHOUT service when I had did everything on my end to make it right and make sure I was OK and good to go
Business Response
Date: 08/14/2025

August 14, 2025

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

Re:       ****** **********
            ************************************************************
            ********* ** 98499

            Case Number:                      23658584
            Date of Notice:             July 26, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ********** regarding Xfinity service.
I spoke with Mr. ***** ******* July 30, 2025,regarding a billing and payment installment plan dispute. Our records indicate Mr. ****** is an authorized user on the account in question.

Upon receipt of Mr. ******** complaint, an account investigation was completed.Our records indicate that Mr. ****** currently subscribes to our Gigabit Internet service, which includes a promotional discount for a 12-month term. ********* also receives our Xfinity Complete modem rental at a promotional rate for the same duration. Both the promotional package and equipment pricing became effective on February 26, 2025, and will expire on February 25, 2026,after which standard retail rates will apply.

In addition, Mr. ****** subscribes to our ******************* our NOW ******************** and has upgraded to our Gigabit Extra Internet Speed at the standard retail rate, which is not part of a promotional offer. Please note that equipment, additional services, taxes,and fees are not included in the package pricing and are subject to change at any time.
Mr. ******** May 21, 2025, billing statement reflected a total balance due that included a past due amount, regular monthly charges, an on-site service visit fee, a late fee, and applicable taxes and fees. A credit was applied to the in-home service visit on May 26, 2025, and was reflected on the June 21, 2025, billing statement. No payment was processed toward the May billing statement.

Our records show that on June 11, 2025, *********** services were interrupted due to non-payment. Services were reactivated after a partial payment was processed on the same day.
Mr. ******** June 21, 2025, billing statement reflected a total amount due that included a past due balance, regular monthly charges, a late fee, and a reactivation fee.
On July 9, 2025, Mr. ****** contacted our office to request a payment arrangement for the past due balance. A payment arrangement was established the same day, with a due date of July 24, 2025.This arrangement was not fulfilled. As a result, the arrangement was considered broken, and the account remained ineligible for a new payment ******************** were interrupted again on July 25, 2025, due to non-payment.

On July 24, 2025, Mr. ****** contacted our office to request a 12-month installment plan for the past due balance. At that time, the account was ineligible for an installment plan. Our records indicate that the assisting agent provided inaccurate information regarding eligibility.Based on this information, Mr. ****** submitted a payment under the impression that it would initiate the plan. The assisting agent reactivated services on July 24, 2025. However, because the account was not eligible for either an installment plan or a payment arrangement, services were interrupted again on July 25, 2025, due to non-payment. At this time, the past due balance must be paid in full before service can be reinstated.
On July 30, 2025, I communicated the above information to Mr. ******* at which time Mr. ****** requested to disconnect the account. On July 30, 2025, the account was disconnected per Mr. ******** request. I apologize for any inconvenience and overall experience while attempting to resolve this matter.

I trust 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:07/26/2025
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 cancelled my Xfinity internet plan May 14th and I have proof of that. They still went ahead and charged me the full month after. I have had to call Comcast / Xfinity 5 times already about a refund and theres no progress. They owe me $55 back and Im getting frustrated.
Business Response
Date: 08/11/2025

August 11, 2025

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

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

            PA 19130

            Case Number:                      23658561
            Date of Notice:             July 26, 2025

Dear Sir/Madam:

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

On August 7, 2025, I spoke with Mr. **** ****** and confirmed disconnection of service effective July 9, 2025, with billing being stopped effective May *******, as requested. A final billing statement was sent on July 9, 2025, reflect a credit balance which will be issued in the form of a refund. 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 resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

******** *.
Executive Customer Relations
Initial Complaint
Date:07/26/2025
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.
We have a contract of trade in and they refuse to sent the label to return the label to for the reminded 7 months balance , its a total scam
Business Response
Date: 08/15/2025

August 15, 2025

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

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

Case Number: 23658401
Date of Notice: July 26, 2025

To the Better Business Bureau:

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

On March 19, 2024, ***** ******* purchased an Apple iPhone 13. At the time, there was no trade in promotion for this device type running, so no promotion was provided.

On July 28, 2025, I called ***** ******* and explained the above information.

Should you have any questions, please feel free to contact us.

Sincerely,

******** *.
Xfinity Mobile Executive Resolutions
*********************************

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