Complaints

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

close

Find a Location

Comcast Corporation has 927 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

• 

  Comcast, Inc.

  30736 Hoover Rd Warren, MI 48093-2555

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:07/25/2025

  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 continue to have technical issues that are unresolved. ****** is made to have us based customer support call me and repair issues. Specifically iot devices connect and disconnect constantly.

  Business Response

  Date: 08/11/2025

  
  August 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* ********
  **********************************************************************
  
  Case Number:23652081
  Date of Notice:July 25, 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 21, 2025, Mr. ******** accepted a 60-month promotion via text message for the 300 Megabits per second (Mbps) internet speed tier. The promotion is effective July 21, 2025, and will expire August 3, 2025. On August 4, 2025, the retail rate will apply. Additional service, equipment, taxes, and fees are not included in the package price and are subject to change with 30 days notice. 
  
  A service visit was completed on July 30, 2025, during which time the technician diagnosed and corrected the service issue by replacing the leased modem and activating an inactive cable outlet. On August 1, 2025, I spoke with Mr. ******** and verified that services were working correctly. 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:07/25/2025

  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.

  I have been receiving small monthly charges from Xfinity Mobile, typically $3.49, even though I no longer actively use the service. In July, I was told that a $32 charge was my final bill, so I paid it.However, now in the following month, I am again being charged $32 also labeled as a final bill. This is misleading and appears to be an unauthorized continued charge.Furthermore, when I log into the account tied to the billing email, no bills or transaction history are visible.I request a full explanation of all charges, access to the correct billing account, and an immediate cancellation of any Xfinity Mobile services under my name. I also request a refund of any duplicate or unauthorized charges.

  Business Response

  Date: 07/30/2025

  July 30, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  
  
  Re:       Jiahan Xiao
              ******************************************
              *****, CA 95616
  
                Case Number:                    23651948
                Date of Notice:             July 25, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ****.
  
  On July 28, 2025, ****** **** replied in an email stating all Xfinity Mobile concerns had been resolved.   Several attempts were made to speak with ****** ****, regarding the Xfinity Mobile account. Unfortunately, all attempts to contact ****** **** were unsuccessful. Although I was unsuccessful in speaking with ****** ****, an account review was completed.
  
  Xfinity Mobile offers device payment plans; which allow for the payment of the retail value of a device to be paid in 24 monthly installments. On September 24, 2023, ****** **** purchased a ******** moto g play with a device payment plan and the unlimited data option.
  
  On January 25, 2024, data services were disconnected at ****** Xiaos request. However, as a balance remained for the ******** moto g play, billing for the device payment plan continued.
  
  Xfinity Mobile did not receive payment for the April 24, 2025, and May 24, 2025, invoices, disqualifying the account from the device payment plan. On June 14, 2025, the remaining balance of the device was charged and included in the June 24, 2025,invoice. 
  
  On July 15, 2025, the account was written off for non-payment. The balance was referred to collections.  On July 25, 2025, payment for the balance due was received, resulting in a zero balance on the account and no anticipated future billing. 
  
  Xfinity Mobile requires automatic payment; and a valid payment method on file, as a term of service.This information is part of the Xfinity Mobile Customer agreement accepted, at the time of purchase. Review of the account reflects automatic payments were accurately processed for approved purchases.
  
  A review of the Xfinity Mobile billing reflects it is accurate; based on approved purchases, requests for compensation are respectfully declined.
  
  Regarding access to self-service; Xfinity Mobile needs to speak with ****** **** to assist with log-in concerns. A review reflects the account is accurately provisioned for access to the account via self-service. As a courtesy, on July 29, 2025,invoices dated April 24, 2025, May 24, 2025, and June 24, 2025, were sent to the preferred address on the Xfinity Mobile account.
  
  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 resolution in this matter.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  ********************************
  
  

  Customer Answer

  Date: 07/30/2025

  [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:07/24/2025

  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.

  We have had nonstop issues with Xfinity. Our internet and cable wasnt working in June and we called ***eatedly. Initially they gave us a new cable box which did not fix the issue and after another call they reset the internet and service issues stopped. After this we got a $100 extra charge for data overages. We called back to complain and they claimed that in just 5 days we used 90% of our data and the tech commented that it was highly unusual but they would only refund us $50. He also said that he had a new plan that would be cheaper which would put us on unlimited data. He sent a text where we just had to click a link and accept the change. No other terms were discussed. Then we realized today that not only was the $50 credit not applied, but that some of our channels were not working. We called again, they said yes they could see the credit wasnt applied but that when they changed our data plan they also changed our TV plan. We said we never agreed to anything about our TV plan and to change it back. The *** said he could not, so we asked for a supervisor. After waiting an absurdly long time a supervisor *** came on the line and argued with us for 10 minutes that we absolutely did consent to the new TV lineup changes and that he could not change it back. Now we were stuck with less channels unless we wanted to pay more money than we were before. We demanded that our old service be restored and he refused.

  Business Response

  Date: 08/13/2025

   

  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  Re: ***** *******
  ************************
  ************************;
  
  File Number:23651436  
  Date of Notice:July 25, 2025
  
  To the Commission:
  This letter responds to the above-referenced complaint submitted to your office by ***** *******. 
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in ***** Munkners area].  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 491 GB per month.  Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month.  Alternatively, customers can add an unlimited data plan for an additional $30 per month, or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).  Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.   If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. 
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity ******************** Agreement,  Xfinity Internet Broadband Disclosures,  as well as its Xfinity Internet Additional Terms  and Xfinity Internet Acceptable Use Policy,  which all Xfinity Internet customers agree to abide by as part of the ********************** ******************** Agreement.  In addition, details of the policy and frequently asked questions are available for review online,  and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract. Comcast has confirmed that a service order confirmation email, which contained information about the data usage policy, was sent to ***** ******* on January 20, 2020.  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  Comcast has confirmed that the appropriate data usage notifications were sent to  ***** ******* when she was approaching, had reached, and exceeded her 1.2 TB threshold.
  As NetForecast has noted, there are many sources of unexpected consumption that may contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household.  This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates may be significant. 
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic.  P2P sharing applications may operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic may be caused by security compromises affecting a users PC, mobile device, or wireless gateway.  Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors.  These attacks may result in significant data use.  As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.  
  
  Customers should secure and actively manage their personal devices and home network.   Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose.  Comcast merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses. 
  With respect to the customer's request for compensation, on July 29, 2025, an Executive Customer Relations representative called and spoke to ***** ******* and addressed her compensation concerns. On June 7, 2025, a date overage charge was applied for $100.00. 
  On July 24, 2025, a service adjust for $25.97 was applied to the account and the credit was reflected on the July 26, 2025 billing statement. 
  On July 29, 2025, a Executive Customer Relations representative issued a $70.93 credit for the $100.00 data overage charge. The credit will be reflected on the August 26, *************************** ******* has confirmed that her compensation concern has been addressed.
  We are providing a copy of this letter to ***** ******* so that she can contact the *************************** team with further questions or concerns. 
  Sincerely,
  
  Comcast ***************************
  **************
  
  cc:***** *******

  Customer Answer

  Date: 08/13/2025

  [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:07/24/2025

  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 internet and Peacock was cancelled on 7.1, or should have been. The only amount I owed on my bill was for two days. Comcast didn't cancel correctly, the didn't remove Peacock and are charging me $20 more than owed and have added a late fee because I'm not paying the incorrect amount. I owe them $5 max for my last internet bill and I want it fixed now.

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *******
              *************************************
              *****************************
  
                  Case Number:                      23651158
              Date of Notice:             July 25, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau 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. Our records indicate that on June *******, a voluntary disconnection of services was processed on the account with an effective billing date of July 1, 2025. The order was completed on July ******.
  
  A credit was applied to the account on July 29, 2025. A charge for Peacock Premium generated on the account on July 29, 2025. A payment was received for the charge of Peacock Premium on July 30, 2025.
  
  On July 31, 2025, I cancelled the Peacock Premium subscription, Ms. ******** ******* will have access to the Peacock Premium through the billing cycle of August *******.
  
  On August 5, 2025, I reversed the charge of the Peacock Premium. This credit will generate on August 9, 2025 billing statement.
  
  Ms.******* is due a refund for Peacock Premium, which generated a charge on July 29, 2025. Ms. ******* will receive an email with instructions on how to redeem their refund. Once Ms. ******* confirms their refund method it will be received within 4-6 weeks. We will follow up with Ms. ******* to ensure receipt of the refund. 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 resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Comcast Executive Customer Relations
  
  

  Customer Answer

  Date: 08/05/2025

  
   Complaint: 23651158
  
  I am rejecting this response because:
  

  The credit was applied to a closed account that I no longer use. I paid on my bankcard and I told them to refund to it or apply the credit to my active mobile account. They have done neither.

  I communicated the below to *** *********. Comcast has failed to look at the facts and have sent in unqualified employees time and time again. I do not want to say mean things to employees so have opted to provide the facts, the Audit, the proof to **** and the ***. My Attorneys will be getting the overpayments back plus interest.

  Comcast Xfinity is an absolute criminal enterprise that steals from and ***** consumers. Our lawsuit will be public record.

  Please forgive the tone of this email, this is how an autistic communicates later in life. Truthful, candid and very direct. 

  
  

  I cannot deal with the level of talent in play nor do I want to speak the truth about the talent. It appears Comcast has either placed low level talent in play to block resolve or the talent in play has no choice but to obey a flawed workflow and information and it makes the employee look inept. I've worked for leadership at organizations larger than Comcast and they rely on bottom of the barrel talent to do what no intelligent professional would. It's a strategic business move, one Comcast appears to be using.

  
  

  With that I will file no further complaints with COAG, FCC and BBB based on the talent, the lack of skills and information utilized.

  
  

  I will report out on the overcharging, inaccurate billing and lack of resolve to COAG and FCC with the proof. We will contact legal to get all overpayments plus interest back.

  
  

  I am currently traveling. Once I get home next month, secure work and settle down I will cancel my cell service and move to another provider. 

  
  

  My Peacock was not cancelled when it should have been and I was overcharged due to Comcast negligence and flawed operations and talen again.

  
  

  The **************** Team is a nightmare and I don't like being placed in a position where I have to say that.

  
  

  ******* on the **** Team is the only who exhibited skills and intelligence. 

  
  

  Keep the employee below away from me. She is unskilled like the majority of your **************** Team. Intentional ********************** decision to hire bottom of the barrel talent, blocks resolve. Your CSRs are why you are losing revenue, Investors, and your legal issues are increasing. I do not want to be harassed any further by the low level talent 

  
  Regards,
  
  ******** *******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/18/2025

  No my refund is gone and it's not in my bank account or applied to my mobile account. I don't have my Peacock refund. It was applied to a closed account. Issue the refund to my bankcard or apply it to my Mobile Account.

  Business Response

  Date: 09/02/2025

  September 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *******
              *************************************
              *****************************
  
                Case Number:                    23651158-R
              Date of Notice:             August 20, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ******* regarding Xfinity service.
  
  I made several attempts to contact ******** ******* via phone and email, but my attempts were unsuccessful. Although I was unable to reach ******** *******, a review was completed on the account. Our records indicate that on June 12, 2025, a voluntary disconnection of services was processed on the account with an effective billing date of July 01, 2025. The order was completed on July 09, 2025.
  
  Our records confirm the ending balance from the prorated bill of the voluntary disconnection. An adjustment was applied to the account on July 29, 2025. On July 29, 2025, a charge for Peacock Premium generated on the account. Our records show that a payment was received for the charge of Peacock Premium on July 30, 2025.
  
  On July 31, 2025, I cancelled the Peacock Premium subscription, and confirmed that *********** ******* will have access to the Peacock Premium through the billing cycle of August 28, 2025.
  
  On August 05, 2025, I reversed the charge of the Peacock Premium. This credit will generate on August 09, 2025, statement. This will leave a credit balance.   
  
  Our records indicate that Ms. ******* is due a refund for Peacock Premium, which generated a charge on July 29, 2025.  ********** will receive an email with instructions on how to redeem their refund.The refund will be refunded to the card on file within 30 days. We will follow up with Ms. ******* to ensure receipt of the refund.  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 resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  ***** *.
  Comcast Executive Customer Relations
  
  

• Initial Complaint

  Date:07/24/2025

  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.

  Starting on July 10 until Current July 24. I have had service outages daily. Multiple times a day for various lengths of ******* TV, internet, security cameras,ability to work etc. There was an incident at my home that my security cameras did not have the ability to capture. All infinity did was issue a $7 credit and assure me the issue would not continue. That was last week, since then I absolutely can not get a representative on the phone or on chat.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *******
  
             , FL 322065
  
              Case Number:               23651093
              Date of Notice:             July 25, 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 July 26, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the aerial drop cable line to the home, inside wiring and replaced a modem.
  
  On July 28, 2025, a credit was applied to Ms. ******** account to compensate for a late fee billed on July 20, 2025 and a further courtesy credit for service interruptions experienced from July 10, 2025 through July 26, 2025. Both credits will reflect on the billing statement dated August 20, 2025.
  
  On July 31, 2025, I spoke with Ms. ******* and verified that services are working correctly. During our conversation, I provided Ms. ******* with options of a Wi-Fi extender to assist with signal range in and outside of the home. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  
  

  Customer Answer

  Date: 08/14/2025

  After two weeks and a couple days it took my placing a complaint with the bbb to even obtain a technician at my home. The technician came 2 days later high as a kite whare I had to place an additional complaint with the company. The company was only reimbursing me $7 until I had to demand a proper refund. After the technician came out and took approx 3.5 to 4 hours at my home, that even my service again was interrupted.

   

• Initial Complaint

  Date:07/24/2025

  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 experienced persistent internet service issues with Xfinity, specifically following rainfall. Based on past technician visits, we believe the problem lies in the line feeding our homepossibly due to water intrusion or a faulty connection.Despite multiple service calls over the years, this issue remains unresolved. In 2025 alone, two different technicians informed us that repairs would require access to a neighboring property. Each time, they said they would coordinate with the neighbor and returnbut we never heard back. When we follow up and schedule new technician visits, the assigned representatives consistently arrive unprepared or unequipped to handle the specific line issue. They typically leave within minutes and offer no clear next steps.We have no direct line of communication with a local service team, and customer service has not escalated the matter appropriately. We are left with unreliable service and no accountability from Xfinity.We are requesting a permanent resolution to the underlying line issue, including coordination with any neighboring property owners if necessary, and a clear, documented follow-up plan.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:**** Desadier *****
  *******************
  ****************
  
  Case Number:23650873
  Date of Notice:July 25, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** Desadier ***** regarding Xfinity service.
  
  On August 11, 2025, I spoke with **** Desadier ***** regarding her reported service concerns. Following a thorough investigation, we found no signs of network degradation or infrastructure issues that could be causing intermittent or slow connectivity. Diagnostic testing confirmed that her modem is online and operating with signal levels within the acceptable range. 
  
  **** Desadier ***** indicated that the problem occurs specifically during rainy weather. A service visit was scheduled for August 20, 2025, for a technician supervisor to investigate further. We arrived as scheduled on August 20, 2025, but **** Desadier ***** was not home. I attempted to follow up with **** Desadier ***** to see if she wanted to reschedule the service visit but I was unable to reach her. 
  
  A review of the account confirms the signal levels to the equipment are within specification and there are no issues in the area affecting services. In order to address any remaining concerns she may have, contact with **** Desadier ***** is necessary. 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:07/24/2025

  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 did a chat with comcast on May 30th with the sole purpose to lower my bill. My bill was too high and I wanted to lower it. Upon chatting, the agent offered a promotional deal that came with an iPad for $171 a month. I responded and said that I do not need an iPad to which they responded that it is part of the promotional deal. I asked again how much my TOTAL bill would be and I was told $171. I asked NUMEROUS times. Here we are, a month later, and my bill posted and now I have a $69 mobile bill and a $170 internet/cable bill. I chatted with SEVERAL agents, who assured me that my issue was resolved, all was a lie. It was also discovered that comcast was overcharging me previously to which resulted in a $133 credit being applied. On 7/9 I chatted with SNDV Satya who told me I should not have a mobile bill and he took care of it, ticket # ECM654653524. The bill is still there, when I chatted again I was told that ref # didn't pull anything. On 7/17 I chatted again with ***** who told me that the bill was incorrect and I should be getting a credit on my internet/cable bill in the amount of the mobile bill for a total of $171. I was assured they took care of it. Nothing was taken care of. I called and spoke to a supervisor and was told I would have a call back within 4 days - ref # ********** and here I am with a bill that is incorrect and no resolution. I have spent over 10+ hours chatting to resolve this, with no resolve. Comcast talked me into a promotion and they are trying to charge me more than what was promised. The supervisor mentioned something about returning **** which absolutely not, I agreed to the promotion and even said I didn't want the **** but I was assured. Still, nothing resolved. Comcast continues to charge me incorrectly with NO resolution from ANYONE.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  
  BBB of **********************************************
  *****************************************************************************
  **********************
  
  Re:**** *********
  **********************
  ********************
  
  Case Number:23650386
  Date of Notice:July 25, 2025
  
  To the Better Business Bureau: 
  
  This letter is in response to the above-referenced complaint submitted to your office by **** *********. **** ********* is an authorized user on the account ending in 2233.
  
  On May 30, 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 an eligible device on a device payment plan and activate a new line within 30 days of the order. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost. The monthly tablet line fee is not included in the promotional offer.
  
  **** ********* satisfied the promotional requirements and is currently receiving the promotion as intended. This promotional credit will appear starting on the second invoice dated August 9, 2025.
  
  On July 28, 2025, an Xfinity Mobile Executive Resolutions Specialist called **** ********* and explained the above information. 
  
  Regarding the residential billing-related concern, on May 30, 2025, the account subscribed to ********* at the retail rate and a 60-month promotion for Gigabit Internet, effective from May 30, 2025 through June 24, 2030. On June 25, 2030, the standard retail rates will apply. The modem rental is enrolled in a promotion effective from March 1, 2025 until March 24, 2030. On March 25, 2030, the standard retail rate will apply. Additional services, equipment, taxes, and fees are not included in the promotional rate, and are subject to change. The account also receives a two-product discount. The change was approved via e-mail. 
  
  The account previously received a monthly discount due to enrollment in both paperless billing and automatic payment from a debit/credit card. However, on July 20, 2025, the account no longer receive the discount due to unenrolling from automatic payment. 
  
  Please be advised the billing on the account is accurate, and we do not show a credit was offered. However, as a courtesy, a credit was applied to the account on July 25, 2025. The credit will reflect on the August 18, 2025 billing statement.
  
  On July 25, 2025, an Executive Customer Relations Representative called **** ********* and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  *********************************
  
  

  Customer Answer

  Date: 08/14/2025

  [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: 23650386
  
  I am rejecting this response because: I have not received any resolution or follow-up from Xfinity regarding my concerns.
  On July 25, 2025, I received a call from ***, who stated he was from the cable/internet department. He mentioned that my account had a lot to unpack due to the many hours Id spent on chats and calls trying to resolve this issue. *** explained that the resolution would fall under Xfinity Mobile and that ****** would be contacting me that same day or the next. *** also added what he said was a $100 credit for my frustration; however, I later learned through chat transcripts that this was not a goodwill credit, but a standard resolution credit.
  The following week, ****** did call, but he was not helpful. He claimed the issue belonged to the cable/internet side, was dismissive, and focused only on breaking down the charges. He also told me that when I hear iPad on my bill, I should automatically know it refers to Xfinity Mobile and understand that it would be billed separately. As a customernot a Comcast employeethis was not obvious to me, and it was never explained that iPad meant Id have two separate bills or that the line fee was excluded from the promotion.
  ****** stated he would send the matter back to *** for resolution and assured me that *** would know the issue was unresolved and would call me back. It is now August 14, 2025, and I have heard from neither *** nor ******. My **** ***** does not reflect the guaranteed $171/month promotional rate.
  Additionally, the supervisor who promised to call me back by July 24th never did. I have engaged in several more chats since then, but no one has taken ownership or resolved the problem. One agent offered a $40 credit for my next bill, but that is only a temporary fixnot a resolution. If unaddressed, this billing problem will persist for the entire two years of the promotion.
  Georges statement that my issue is resolved is simply false. My billing has not been corrected to match the agreed-upon promotional terms, and I continue to be overcharged and assessed late fees due to Comcasts failure to fix the problem. Instead of resolving it, the mobile and internet/cable departments continue to point fingers at each other, leaving me with broken promises of resolution and no follow-up.
  For these reasons, I am rejecting Comcasts resolution, as my complaint remains unresolved. 
  
  Regards,
  
  **** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** *********
              ****************************************
               *******************
  
                Case Number:                    23650386-R
                Date of Notice:             July 24, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced rebuttal submitted to your office by **** *********, an authorized user on the account ending in 2233.
  
  Upon receipt of this rebuttal, a review of the account was conducted and our findings, as outlined in the response dated August 13, 2025, have not changed. The promotional credit will appear starting on the second Xfinity Mobile invoice, dated August 9, 2025.
  
  With respect to Xfinity Mobile fees, a one-time activation fee was applied on the June 9, 2025, billing cycle invoice. This charge applies to all new smartphone and tablet lines at activation. Additionally, records show the June 9, 2025 invoice was not paid by the due date of July 29, 2025, which resulted in a late fee assessed on the July 9, 2025, billing cycle invoice.
  
  The billing on the account is valid and accurate.
  
  On August 15, 2025, an Executive Customer Relations Representative corresponded with **** ********* via email to explain this information.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  
  

  Customer Answer

  Date: 08/23/2025

  [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: 23650386
  
  I am rejecting this response because: my issue is STILL not resolved and my bill is not $171. Again, on May 30th I agreed to a promotional plan that made my total bill $171. That is what I agreed to pay, nothing more. It is not my fault as a customer that the agent was not communicative and failed to inform me of anything additional because I would not have agreed. The whole point of talking to Comcast was to reduce my bill, not increase it and I even said I didnt need an iPad I just wanted my bill lower. The agent was adamant that the promotional deal included the iPad and my bill would be $171. That has NOT happened. 
  ****** responded with false information as ****** from the executive team did NOT explain anything, in fact he said that someone from mobile would be reaching out to me - interesting I dont have any contact and all I get is a response to the BBB with false information as seen below. 
  
  Hello ****,
  
  Thank you for replying to the email and verifying the account.  Our records indicate that ******** ********* is currently subscribed to the Gigabit package, at a $95.00 rate. ************** services include ********** Gigabit internet, and a $0.00 modem rental fee. The package was effective on May 30, 2025, and expired on June 24, 2030, at which time, retail rates will be applied. Equipment, taxes and fees are not included in package price. Consent for this package was issued on May 30, 2025, to email ****************************************. Your monthly bill for internet and tv service will be $170.68. 
  
  I do see that a Xfinity Mobile representative will be reaching out to address the Xfinity mobile iPad concerns. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  ****** *.
  Xfinity | Executive Customer Relations
  Office: **************
  Office Hours: Monday - Friday 10:00 AM 7:00 PM ET
  
  
  

  So, here I am months out and still no resolution to the bill  I dont want to hear that mobile has one charge and internet and cable another that isnt the issue, the issue is that my bill that I agreed to is $171 and it has not been and NO ONE IS HELPING ME! I agreed to $171 and refuse to pay anything more.

  I am also incurring late charges even though Im continuously told that my issue will be resolved by X date and nothing is resolved. This is horrible customer service. I am not asking for anything more than I agreed too which is making total bill for Comcast $171. It has been 3 months and no resolution.

   

  
  Regards,
  
  **** *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/24/2025

  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.

  Date of transaction: Mon, Oct 7, 2024, 9:51PM Trade-in was sent it before October 29, 2024 ************* of trade-in denial: Fri, Nov 15, 2024, 1:04PM Unfortunately, your trade-in phone doesn't meet our acceptance criteria for the following reason:Anti-Theft Before sending device, I removed anti-theft with help of apple support.Device is not on icloud.imeicheck.comshows.IMEI:*************** Serial Number: ********** Carrier: This device is UNLOCKED Find My iPhone:OFF Blacklist Status:Clean Order#: ******************* The device is not associated with iCloud, as confirmed by *************..Issue Summary: I was promised a $41/month device credit as part of my service plan. However, Xfinity failed to return my trade-in device (an iPhone 13 Blue), and no credits have been applied to my account. Despite multiple communications, the company has not attempted to resolve the issue. Instead, Ive received nothing but empty promises and misinformation.Concerns: Xfinity has unjustly closed my ********************************** requests without providing a resolution. This is indicative of poor business ethics and a disregard for customer trust.I currently have ********************** broadband along with two mobile lines. The bundling of services effectively prevents me from canceling one without losing the othereven while in an active dispute. This entrapment approach is unacceptable, and I strongly object to continuing business with a company that exhibits such unscrupulous practices.

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:                      Case Number:                      23650162
                  Date of Notice:             July 25, 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 October 4, 2024, **** ******* purchased an iPhone 16 Pro Max. 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, trade in an eligible device and trade-in device grading must be successful to maintain credits. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  **** ******* did not satisfy the promotional requirements because the trade in device was received by Assurant on November 12, 2024, and was rejected due to the Find My iPhone (FMI)being active on the device when it was received. As a result, the trade in promotion was cancelled and according to ***** tracking number, the trade-in device was shipped to **** ******* on November 14, 2024, and delivered on November 18, 2024.
  
  There are no records that an Xfinity Mobile agent advised **** ******* to send the device back to Assurant. As a one time courtesy, a credit was applied to the account on August 5, ********* credit will be applied to the invoice dated August 14, 2025.
  
  On August 4, 2025, an Xfinity Mobile resolution specialist called **** ******* and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist
  ***************************-2973
  
  

• Initial Complaint

  Date:07/24/2025

  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 ***resentative caused my bill to double by providing the wrong information.I had Xfinity internet and mobile for 6 years when I moved. My new place has better and cheaper internet available so I called to cancel the internet service. Then Xfinity started charging me $25 standalone fee that brought my bill to $73. So I called to check better options before moving to another carrier. The ***resentative on the phone claimed that he found an **************************** bundle that will bring my bill down to around $55 with autopay discount. That was acceptable so I went ahead and signed up for the internet service that I never needed and went through all the installation process. When my bill came out, i was shocked to see it was $56 for the internet PLUS $68 for the mobile. Thats double! Im paying for the internet I dont need and still no discount on my mobile bill. This is beyond ridiculous!3 hours of tiring call and 7 ***s later, it was finally clear that the previous *** who set up my internet service did not grasp, or failed to mention that the term of the promotion does not apply to my case. He signed me up for the internet promotion of one free phone line. However, that phone line has to be a new line, and obviously does not apply to my case since my phone line is current with xfinity. With that, Im requesting a refund on the internet payment of $111.02 (one full month $55.51 plus $30.51 prorated plus $25 supposed to be charged in a couple days that I dont understand except I should NOT be responsible of with all the false information and trouble Xfinity ***s caused me.) The one full month of payment should have been avoided if not because one of the customer ***s told me the discount will only apply after 30 days and asked me to wait. WRONG INFORMATION AGAIN!

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       *** **
  ,IL 60616
  
              Case Number:                      23649808
              Date of Notice:             July 24, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted by *** **.
  
  Regarding the line disconnection request, on July 28, 2025, I spoke with *** ** and scheduled a disconnection of service effective July 14, 2025. I explained that a billing statement was issued on July 1, 2025, for services billed from July 3, 2025 through August 2, 2025. On July 2, 2025, the payment received on June 25, 2025 was returned, resulting in the charges along with a returned payment fee applying to the account. Upon the termination of services, the account generated a balance owed, which resulted in the account not generating a credit balance or refund owed. The remaining balance, reflected on the July 14, 2025 billing statement, consisted of the returned payment fee and for services billed from June 3, 2025 through July 13, 2025. On July 27, 2025, a payment was received and applied to the account to bring the account balance to zero. The updated final balance will appear on the final billing statement on August *******.
  
  On June 2, 2025, a 60-month (5-year) promotion for the Connect More Internet service at a discounted monthly rate was added to the account, effective from June 3, 2025 through June 2, 2030. That same day, a work order was entered to transfer ******* services from her previous account (ending in 3795) to her new account (ending in 9705), effective June 3, 2025. The new account ending in 9705 was enrolled in a 60-month (5-year) price lock guarantee promotion for the Connect More internet service at a discounted rate, which includes a promotional guarantee discount for 60 months, effective June 3, 2025 through June 2, 2030. The internet service includes download speeds of up to 400 Mbps. In addition, on June 2, 2025, a 60-month (5-year) free promotion for the xFi Complete service,including the wireless modem and unlimited data, was added to the account at no additional cost per month. The package included a promotional guarantee discount for 60 months that was to be effective from June 3, 2025 through June 2, 2030.
  
  The promotional rates did not include additional equipment, service charges, or applicable taxes and fees. The standard retail rates were to apply at the conclusion of the promotional periods. Due to the account being enrolled in paperless billing and automatic payment via checking, the account received an additional monthly self-service discount. If either paperless or automatic payments were subsequently canceled, the monthly discount would have been removed automatically.
  
  On June 4, 2025, the first billing statement on ******* new account ending in 9705 was generated for an amount consisting of the remaining balance transferred from her previous account ending in 3795, and charges for services billed from June 3, 2025 through July 2, 2025. On June 4, 2025, an installation appointment was scheduled for June 6, 2025, to assist with the installation of ******* services and to address the reported service issues. On June 6, 2025, the installation appointment was completed, at which time the technician installed the services and activated an inactive outlet within the home. An installation fee was then applied to the account on June 6, 2025.
  
  On June 25, 2025, a payment was received and applied to the account towards the account balance. That same day, a credit was applied to the account to cover the cost of the installation fee received on June 6, 2025. The credit appeared on the July 1, 2025 billing statement. On June 27, 2025, a payment was applied to the account to satisfy the remaining account balance.
  
  On July 28, 2025, a Xfinity Regulatory Specialist called *** ** and explained the above information.
  
  Regarding the Xfinity Mobile promotion, on June 2, 2025, *** ** was a pre-existing customer with an iPhone 13 Pro Bring Your Own Device line ending in 6619. At that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.
  
  *** ** did not satisfy promotional requirements because she was not a new Xfinity Mobile customer. ********************** did not offer any promotions applicable to existing mobile customers.
  
  On June 2, 2025, a prorated line access fee credit was applied to the iPhone 13 Pro line ending in 6619, which appeared on the June 1****** statement and continued on subsequent statements. The line was deactivated on July 29, 2025.
  
  On July 29, 2025, two courtesy credits were applied to the July 12 and August 12, 2025 statements, respectively. I also confirmed that no further billing will occur on the account.
  
  On July 29, 2025, a Xfinity Mobile Executive Resolution Specialist called *** ** and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

• Initial Complaint

  Date:07/24/2025

  Type:Order 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 cancelled service appointments without notifications. They've charged 'one time fees' of $100 without explanation. Both issues required hours of time to correct and service was poor. They do not have a direct customer service number to speak with an actual person. A situation that waste even more time. I'm concerned about how many others are being charged a one time fee without knowledge. Xfinity is over billing and not correcting or contacting customers. Please investigate the one time fees that show up without explanation.

  Business Response

  Date: 07/30/2025

  July 30, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *******
              *******, ** 17032
  
                  Case Number:                      23649578
              Date of Notice:             July 24, 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 25, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by reprovisioning the customers modem. On July 25, 2025, I spoke with Ms. ******* and verified that services are working correctly. I confirmed we show no record of a service call fee or install fee being applied to the account. regarding the July 25, 2025, service visit.
  
  As a result, the credit request is unjustified and has been respectfully denied. 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