Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Cablevision

  557 S Oates St Dothan, AL 36301-2553

• 

  Comcast Service Center

  557 S Oates St Dothan, AL 36301-2553

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:07/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last year I have had some issues with the cameras provided by xfinity that I pay monthly for service. I have had a previous resolution via bbb. Last month I called and we trouble shooted - they said they would send out a tech AGAIN for the third time in a year. The tech did not fix anything was here for 5 minutes and tried to sell us new cameras for $300. We canceled the order and called for a real tech to come out and noone has come. We need a working camera as promised, to boot they charged us $100 for the tech to come who did nothong - when I called they said the charge was being removed but a month later it is still on the bill !!!! This company has gotten really really bad for customer service and it is a shame because it is forcing people to find other options . I want my cameras fixed - the $100 off my bill and a bill credit for the months my services havent worked

  Business Response

  Date: 08/12/2025

  
  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: ***** ******
  ***************************************************************************;
  **********************
  
  Case Number:23646752
  Date of Notice: July 24, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the H33373**635**3**13639H by ***** ****** regarding H313131393**030**3137H Home service.
  
  On July 31, 2025, Ms. ****** returned my call regarding H313131393**030**3137H ************** Ms. ****** expressed she was experiencing troubles with her H313131393**030**3137H Home Cameras. She advised after multiple failed troubleshooting steps, a technician visit was scheduled, which led to a charge. On June 29, 2025, a representative scheduled a service call for July 7, 2025. On July 7, 2025, the technician completed the service call, which led to the charge. The technician explained he is not able to replace the Camera due to being out of warranty. On July 31, 2025, I advised Ms. ****** I applied a credit for the service call fee. On July 31, 2025, I also provided Ms. ****** with customer education regarding ********************** Cameras. I explained H313131393**030**3137H Cameras come with a 12-month hardware warranty and cannot be replaced at no cost thereafter. On July 31, 2025, Ms. ****** expressed that she understood, and all her concerns were addressed. On July 31, 2025, I advised Ms. ****** the credit will reflect on billing date August 17, 2025.
  
  Please be advised that the billing on this account is accurate. 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 a resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  H313131393**030**3137H Home
  SR Lead Tech
  
  H313131393**030**3137H Home Licenses: AK: ******; AL: ******, ****** Complaints may be directed to the ********************************* of Licensure, 
  ********************************************************************************************, **************; AR: ****** Regulated by the Department of Arkansas State Police, ******************************************************, **************; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the *********************************************, ******************************, 2420 Del 
  ******************************************, ***********************; CT: ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS 11-
  123; FL: EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190, LVU406354; IA: C*****2, AS 
  2276; ID: ******; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-
  SS1128; ME: LM50017039; MI: **********; MN: TS674412; *** ********; MT: PSP-ELS-LIC-*****; NC: 2335-CSA, **************************************************, ***************; **: Burglar and Fire Alarm H**31393**830373233**H Lic. # **BF00047700; NM: 
  373379; NV: *******; **: licensed by the ***************** of State ***********; **: LIC# **-89-1732; OK: AC440704; OR: CCB 
  192945; RI: 1398; SC: BAC-*****, FAC-*****; TN: ACL 1597, ACL 1604; **: ACR-*******, *****, B16922, B02571 Licensed by the 
  ********************************************************, P.O. **************************, **************; UT: ***********; VA: **********, DCJS *******; VT: ES-*****; **: COMCABS892DS; **************: ECS ******, BBL ************; WV: WV049211; WY: LV-G-*****. Valid 3/1/24.
  

  Customer Answer

  Date: 08/13/2025

  [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: 23646752
  
  I am rejecting this response because:
  Everything above and mentioned is correct and we are all fixed except they charge us a $100for the repair visit which they said they wouldnt thats the only disrcrency - the tech said we would have to get a credit from her but he had to charge to move forward with the repairs 

   

  ***** was a great tech 
  
  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.

  I was eligible for a free cell phone line for a year, talked to *** in store and on phone, but said free line, no activation fee, from when signed up for a year. Saw my first bill, 40 bucks with activation fee, called over and over again and everyone said they would refund back to my card cause I shouldn't pay anything. Still not taken care of, 9th two later says oh no, your contact actually goes until July of next year so it's like 14 months cause it takes a few months for the credits to appear. Hmm nope that's not what I was told otherwise I wouldn't have signed up. That's poor customer service, so glad that I didn't bring over my other 3 lines. I need to be refunded to my card ASAP for the 2 months that I already paid for and make sure no charges on my account, except for tax, until may of next year, which would be my free 1 year of service. Please call at ************ after 4 pm to discuss this. I left xfinity mobile several years ago due to billing issues and now it happened again.

  Customer Answer

  Date: 08/07/2025

  As of 8/05/25, I was refunded one month charge as well as the activation fee.  But I'm still being told that I'll have another month of charges until my monthly fee is zero, and then the next 12 months is free.   I was told from day 1 that I would only pay taxes and no monthly line of service.   I did my research and talked to several people before joining because I was burnt by xfinity mobile in the past as well as internet.   It is a 12 month promo, not 14.  I'm still looking for the 40 bucks that 1 was charged last month as well as the 40 that I'm being charged this month.   All should be credited to my credit card that was used. 

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  BBB of ******************* &********************
  ****************************************************************************************
  **********************
  
  Re:       ***** ********
  *********************
              *********, ** 17579
  
  Case Number:                      23646668
  Date of Notice:                     July 24, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***** ******** regarding Xfinity Mobile service.
  
  On May 15, 2025, ***** ******** purchased a Bring Your Own Device (BYOD) line for their pre-owned ******* Galaxy S8, with an ************** plan. 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 month. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.
  
  ***** ******** satisfied the promotional requirements, but the promotion did not reflect on the account,as it can take one to two billing cycles to be applied.
  
  On June 21, 2025, ***** Martinezs Xfinity Mobile bill was generated for mobile services used from May 21, 2025 June 20, 2025. This bill includes a one-time line setup fee, the ************** plan charges, and standard taxes and fees. The automatic payment was scheduled for July 11, 2025.
  
  On June 22, 2025, ***** ******** called Xfinity Mobile customer service to report the promotion not being reflected on the account, and disputed the line setup fee. Our Comcast records cant substantiate ***** Martinezs claim that a promise was made previously to waive the one-time line setup fee. However, the assisting Xfinity Mobile representative promised to apply the promotion and waive the line setup fee and the ************** plan charges. Regrettably, a credit was not processed, and the promotion was not yet reflected on the account billing during this time.
  
  On July 11, 2025, the automatic payment was made.
  
  On July 22, 2025, ***** ******** called Xfinity Mobile customer service to report never receiving the promotion or credit as promised. The call was escalated to a supervisor, who explained to ***** ******** that the promotion can take one to two billing statements to be applied and that a refund is not warranted. During this interaction, expectations were set with ***** ******** that their current Xfinity Mobile billing statement from July 21 August 20, 2025, which is scheduled for automatic payment on September 10, 2025, reflects the first month's promotional credit.
  
  On July 29, 2025, I called and spoke to ***** ********, provided the above information, and I reaffirmed that the promotional credit reflects on their current billing statement, July 21 August 20, 2025. Considering ***** Martinezs tenure as a Comcast/Xfinity customer, as a courtesy, I processed a partial refund for the automatic payment made on July 11, 2025, to honor our previous commitment to waive the line setup fee and ************** plan charges detailed above. Additionally,I provided a billing adjustment credit to the immediate account balance to offset the refunded amount. I explained to ***** ******** that refunds can take three to five business days to be received.
  
  On August 4, 2025, ***** ******** confirmed receipt of the refund processed on July 29, 2025.
  
  On August 9, 2025, ***** Martinezs automatic payment was processed for mobile services used between June 21 July 20, 2025, which included the ************** plan charges.
  
  On August 12, 2025, a second courtesy refund for the ************** plan charges on the Xfinity Mobile billing statement from June 21 July 20, 2025, was processed. I sent ***** ******** an email confirmation and reminded them that refunds can take three to five business days to receive.
  
  We will continue to work with ***** ******** to confirm receipt of the second refund.
  
  Should you have any questions, please feel free to contact me at ********************************.
  
  Sincerely,
  
  
  ****** F
  Xfinity Mobile Regulatory Specialist
  

  Customer Answer

  Date: 08/21/2025

  I was waiting to hear back from xfinity mobile on my resolution request.   As of today, they have been credited to my account so we are good at this point.   Just hoping they continue to charge me correctly for only taxes and no phone plan.   

• Initial Complaint

  Date:07/24/2025

  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.

  Today I got an email from Xfinity regarding my payment just received, and a request to take back my equipment or I will be charged for it. I logged into my account and none of the boxes they offered was a reason to return my equipment as I have not canceled my service, and I'm fully paid up as always to date. Later today approximately 7:00 p.m. I have no internet, and no warning that it would be shut off. I spent about an hour tonight chatting with Xfinity agents in ***** who could not help me. I have Internet essentials for ********** people and this is the second complaint against Xfinity for terrible customer service. People depend on the ******************** for **********************, banking etc and it should be illegal to shut off internet service with no warning. Especially since I have never been late in payments, nor canceled my service. I did recently move, had a friend help me change service address, I thought and my Wi-Fi equipment worked in my new home until tonight when it was shut off without notice my Xfinity. I would like $100 credit on my account for what they did to me.

  Business Response

  Date: 08/08/2025

  
  August 8, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ****
              148 Circulo Todos
  **********************
  
                Case Number:                    23646418
              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, I spoke with Mr. **** about a service-related concern. He declined to verify his account, stating he was back online and no longer needed my assistance. Upon reviewing the complaint, it was determined there was an error in handling Mr. ****'s transfer service request, which led to the following Timeline of Events: On June *******: A disconnection of service for Mr. ***** account was incorrectly initiated, with a completion date of July 16, 2025, and a billing stop date of July 6, 2025. This was erroneously entered instead of a service transfer.
  
  On July 16, 2025, Mr. ****'s service was disconnected due to the mistaken "voluntary disconnection" entry, and his services stopped working.
  
  On July 23, 2025, Mr. **** received a notification via text message regarding the voluntary disconnect and a request to return the equipment within 30 days.
  
  On July 24, 2025, Mr. **** contacted customer service. A representative correctly scheduled a transfer of services,which was completed the same day. The modem was properly transferred from the old account and added to the new account, successfully restoring service at the new location. The initial mistake of entering a disconnection instead of a transfer caused Mr. **** to lose service unnecessarily for eight days July *****, 2025. An apology has been extended for any inconveniences and overall experience 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,
  
  
  ****** *.
  Xfinity | Executive Customer Relations
  

• Initial Complaint

  Date:07/23/2025

  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.

  Business Name: Comcast / Xfinity Location: Use Comcasts billing office for ***** Complaint Type: Billing Issues Customer Since: February 4, 2012 Service Canceled: May 2025 ?Complaint:I am filing a complaint against Comcast/Xfinity for continuing to pursue a $225 early termination fee that was wrongly applied and already reversed by my bank after a formal dispute.I was a customer with ******************** for over 12 years, from February 4, 2012, to May 2025. In 2024, I explicitly requested a non-contract service plan to avoid any termination penalties. Upon canceling in 2025, I confirmed with an agent that no *** would apply.Despite that, I was charged $225. I contacted Comcast support, and agents acknowledged the mistake. Tickets ECM393303785 and ECM0014796598 were opened. I was told a refund and a $50 apology credit were issued, but neither appeared. I escalated the issue through my bank, and the charge was formally reversed in my *********, Comcast continues to mail invoices with late fee threats, despite acknowledging the error and the successful dispute. I fear they may pursue collections or report to credit bureaus for a charge that should never have existed.?Resolution Requested:Permanently remove the $225 charge Stop all collections or billing attempts Confirm that my account is closed in good standing Assure that no negative credit reporting will be made I have the chat transcripts that I can share where I was promised the refund and additional compensation.

  Customer Answer

  Date: 07/24/2025

  The business responded to my email and resolved the issue. I would like to withdraw this complaint. Thanks 

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30, 2025, a Comcast/Xfinity ground crew came onto my property to run a cable from the utility box located at the corner of my lot to a neighboring residence. This work was done without any prior notice, and the crew assured me that I "would never know they were there" once the job was completed.Unfortunately, that has not been the case. The crew dug up a portion of my front lawn, and since then, the area has not recovered. I now have bare patches and dead grass throughout my yard.I filed my first complaint on July 8, and was told someone would contact me to discuss reseeding or repairing the damage. I received no follow-up. I called again on July 16 and filed a second complaint, this time receiving a reference number: ECM0015052005. I was again told that someone would reach out and that the issue would be resolved by July 23. As of today, I have received no communication, and no repairs have been made.I am requesting immediate attention to this matter. I would appreciate a clear timeline for when the damage to my property will be addressed.Thank you for your time and assistance.Sincerely,*** ******

  Customer Answer

  Date: 08/02/2025

  hello my issue has not been resolved please see email recently sent to Comcast/ Xfinity

  Hi *******,
  As your call records should reflect, we spoke on July 25th regarding the email below. Please note that this was the third time Ive spoken with someone from Comcast/Xfinity about my complaint concerning the damage to my lawn in *******, MD. A work crew dug up my yard to install underground cable for a neighboring property, and despite multiple assurances, the lawn has yet to be repaired.
  I was told during each of the three calls that someone would be sent out to fix the damage, but no action has been taken. Im extremely frustrated by the lack of follow-through, poor execution, and absence of customer service. I do not want to wait until next year for this to be resolved.
  Is this truly the Comcast way?
  If this issue is not addressed promptly, I will continue to escalate it, including filing a formal complaint with the Better Business Bureau.
  Sincerely,
  
  
  *** ******
  *******************
  belair md 21014

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:*** ******
  *******************
  *****************
  
  Case Number:23645713
  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 *** ******.
  
  On July 25, 2025, I spoke with Mr. ****** and referred his lawn damage concerns to Comcasts Technical Operations Team and Comcasts underground business partners.
  
  On August 2, 2025, Comcasts business partners made repairs by laying topsoil and grass seed. On August 3, 2025, Mr. ****** contacted me via email to advise that the work was completed. 
  
  I apologize for any inconvenience that may have been experienced while attempting to resolve this matter. 
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations 

  Customer Answer

  Date: 08/20/2025

  Hello Thank you, issue has been resolved

• Initial Complaint

  Date:07/23/2025

  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 cancelled my service in May of 2025 and Xfinity continues to bill me - billed June and July of 2025. I received an email indicating my cancellation date. However, I continue to be billed. I don't want to speak with any one at that company, and I have exhausted all efforts to electronically inform them that they are still billing me. I have unenrolled in automatic payments and I'm retired. I can't continue to pay for stuff that I'm not receiving. Cancelation details Last day of service:2025-05-14T00:00:00.0000000Z Services being disconnected:XFINITY TV, Internet, and ************** address:

  Business Response

  Date: 08/06/2025

  
  August 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** **** ********
              ***********************************
              **************** VA 22039
  
                  Case Number:      23645637
                  Date of Notice: July 24, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** **** ********.
  
  I made several attempts to contact *********** via telephone and email; however, my attempts were unsuccessful. *********** ********** to the Select+ More triple play including cable, internet,and telephone service, since March 28, 2022. Our records show on May 14, 2025,a service disconnection was entered with an end billing date of May 16, 2025,and a scheduled completion date of June 26, 2025. On June 25, 2025, the pending disconnection order was canceled for lack of documentation. As we are unable to contact Ms. ********* no changes have been made to the account at this time. Pending further customer contact, Ms. ********* credit request is respectfully ********* order to resolve this matter, contact with Ms. ******** is necessary. 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,
  
  
  ***** *.
  Executive Response Team

• Initial Complaint

  Date:07/23/2025

  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.

  On 7/23 I received a message that my discount was going to be canceled I returned the call & the agent was awfully rude I asked what the message was about because when the discount I currently have was added i was told for 12 months not 6 months he then says do you want the bad news or good news 1st I said sir ** at work & dont have time for games he then tells me the discount is about to expire in August I explained I was told 12 months not 6 months while ** talking he says will you let me talk I say excuse me he says will you let me talk I have other discounts I can offer you but you wont let me talk you called me I didnt call you ** at work too trying to do my job I hung up!! This is one of the reasons I dont call customer service outsourced individuals who think they can talk to customers any kind of way with no consequences because they do it all the time please have someone contact me at *********** regarding my account (use the address to get the account number) that speaks clear English is in the *** ???? & definitely not rude as heck. Please & thank you !!!

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
     
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
    Re: Tissierra *******
  ******************************************************************************************
  
  File Number:23645489
  Date of Notice:July 24, 2025
   
  To the Better Business Bureau: 
  
  This letter is in response to the above-referenced complaint submitted to your office by Tissierra *******.  
  
  Regarding the discount concern, *************************** investigated Tissierra Jacksons concerns and determined that the interactions were not part of a scam perpetuated by an unknown third-party.
  
  On July 28, 2025, a Comcast *************************** technician called Tissierra ******* and explained the above information.  
  
  Regarding the promotion concern, the account is currently subscribed to at 12-month contractual promotion for Connect More Internet and a wireless gateway at a discounted rate. The promotions are effective February 7, 2025 to February 12, 2026, at which time regular rates will apply. Taxes and fees are not included in the promotion price and are subject to change.
  
  Should you have any questions, please feel free to contact us at **************.                        
  
  Sincerely, 
  
  
  Comcast ***************************
  
  

• Initial Complaint

  Date:07/23/2025

  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.

  Service from our cable company has not been working. There have been several calls put in to fix our television cable service. People have come to the house twice and we've tried troubleshooting over the phone many times. This problem has been going on over one month. Each time we reach out, we need to be home to troubleshoot. The times people come to the house, they give us a two hour window to arrive. This is wasting many days. We have a third visit scheduled tomorrow. In the meantime, we are up to date on our bill to the company which is over $380.00 per month.

  Business Response

  Date: 08/08/2025

  
  August 8, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:****** ******
  *****************************************************************************
  
  Case Number:23645153
  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 24, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the intermittent service issue by replacing the cable tv boxes (cpe) in *** ******* home. On July 30, 2025, I spoke with *** ****** and verified that services are working correctly.
  
  Our records show *** ****** has had multiple home service visits to address intermittent service issues in the past. Records show that previous service visits for *** ****** were on July 17, 2025, and on July 20, 2025. On July 30, 2025, I applied a credit for the service issues and *** ******* inconvenience. This credit will be reflected on the August 14, 2025, billing statement. 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:07/23/2025

  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.

  I called Comcast Xfinity because my Router keeps dropping my internet connection. I called Comcast and found out that my two-year contract is going to expire in September 2025, and my payment is going up to $164 and cent a month. Is there an issue here? My internet keeps dropping, while my Xfinity bill will go up. It is all planned. Getting an agent on the phone is difficult; it is all AI talking. Xianity quoted me over 30 dollars over what I am paying now. I called the second time, and the price was more or less internet speed.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ********
  ****************************
  *********, ********** 08068
  
  Case Number:23645030
  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 Mr. ****** ******** regarding Xfinity service.
  
  On July 24, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective modem. On July 29, 2025, I spoke with Mr. ******** and verified that services are working correctly. A leased modem is included with his service. 
  
  During our conversation, I confirmed with Mr. ******** that he had accepted and consented to a 12-month promotional offer for 500 Mbps internet service on July 23, 2025. The promotional offer is effective beginning on July 23, 2025 and will expire on August 11, 2026, at which time the standard monthly rate will apply. Additional monthly services include *********** A 2-product discount and an automatic payment and paperless discount are applied monthly. Taxes and fees are not included in the package price. We obtained Mr. ******** consent for this package via text message on July 23, 2025. 
  
  On August 1, 2025, I spoke with Mr. ******** because he needed assistance with his internet service. I explained to Mr. ******** that there are many variables that determine the speeds that devices will receive. I sent an email that included a link to the expected wireless device speed chart that will show him the expected speed of each of his devices. I further explained to Mr. ******** that devices that are connected directly to the modem with an Ethernet cable will receive the highest internet speed. 
  
  On August 1, 2025 I applied a credit to Mr. ******** account for the service issues. This credit will reflect on the August 7, 2025, billing statement. I forwarded Mr. ******** concerns about the automated system to the call routing management team for review. 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,
  
  
  ******* *.
  Xfinity Executive Customer Relations
  
  

• Initial Complaint

  Date:07/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried today to get in touch with Comcast/Xfinity using the online chat. However, the Xfinity "assistant " will not allow me to speak with a representative. I am interested in seeing what the best deal Xfinity can provide me for my internet service. ************ is now in our area and offering some good promotions

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** ********
  *******************
  ********************
  
  Case Number:23644436
  Date of Notice:August 1, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ********, an authorized person on ******* ****** account, regarding ********************** service.
  
  On August 8, 2025, I spoke with Mr. ******** and confirmed he is currently subscribed to a 12-month promotion for the Gigabit Extra Internet with account ending in 6635. The monthly rate for the first year is effective December 9, 2024 through December 27, 2025. At the conclusion of the promotion, standard retail rates will apply. Additional services, equipment, or applicable taxes, and fees are not included in the promotion price and are subject to change. No changes on this account was made at the time.
  
  However, regarding Mr. ********* account ending in 7811, he upgraded from Connect Internet and subscribed to Connect More 300 Mbps Internet on August 8, 2025 at the current retail rate. As the account is subscribed to Xfinity Voice as well, the account will now include a monthly two-product discount, which will remain effective as long as the same level of service is maintained.
  
  The account will receive a monthly discount if the customer enrolls in Automatic Payments and Paperless Billing using your bank account. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. Once enrolled, if the customer ceases to be enrolled in both Paperless Billing and Automatic Payments, change your automatic payment method to a credit or debit card, or change your services to ********* Select or Limited Basic only, you will no longer receive this discount. Services provided by your community, if applicable, or tier upgrades to services provided by your community, are not eligible for this discount.
  
  The package price does not include any additional services, equipment rentals, or applicable taxes and fees. The account change will reflect on the August 26, 2025 billing statement. 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