Business Profile

Internet Providers

Comcast Corporation

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,098 total complaints in the last 3 years.
9,034 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/23/2025
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.
xfinity mobile has been charging me $105 every month for a single line customer per gig data when they have me on a line they saidI want to pay more for when they have an unlimited line unlimited data for 78. They say I choose to pay more. I want topay more. They normally only kept me at this plan that is more money for the business when I am a single consumer a faithful consumer/customer paying more-for data on a single line. they have purposely knowingly known from an issue from last year that I only wanted one line when they took off the second line that a that an employee added fraudulently, I was told that I want to pay more and they will take more if I am willing to give it
Business Response
Date: 08/11/2025

August 11, 2025

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

Re:       File Number:             23640881
Date of Notice:             July 23, 2025

            ********* *******
***********************************************
******************

Dear *** or Madam:

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

On July 25, 2025, I spoke with Ms. ******* regarding her billing concern. Ms. ******* has been on our 10GB shared data plan since the billing cycle of May 24, 2024, to June 23, 2024, with a device payment plan, plus taxes and fees. Until it was changed to the unlimited data $40 plan on July 10, 2025. As Ms. ******* has been on our 10GB shared data plan for more than a year and there is no evidence of a request to change this data plan, a refund and compensation is respectfully declined. Customers can contact us via phone, chat, visit our store or visit their account online and request a data plan change. 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,

****** *.
Xfinity Mobile Executive Resolutions
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.
I have been a Comcast/xfinity customer for many years using ******************** service at my apartment in *******. I recently moved out of that apartment and do not need the service anymore. I have cancelled the service with xfinity over the phone and sent the equipment back, but although they confirmed the cancellation on that call, they keep charging me. After that I chatted with them which took more than 2 hours to again "cancelling" the service, ad again, they ignore it and keep charging me.
Business Response
Date: 08/11/2025
August 11, 2025

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

Re:       ******* ******
IL 60657

                Case Number:                      23640639
                Date of Notice:             July 23, 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 my attempts were unsuccessful, a review was completed on the account. On July 23, 2025, the account was disconnected with a stop billing date of June *******. The change of service and associated prorated adjustments were reflected on the July 23, 2025 billing statement. On July 24, 2025, the equipment was removed from the account.

On July 25, 2025, a refund was processed for the credit balance on the account which will be received within 7-10 business days. I will follow up 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,

***** *.
Executive Customer Relations
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:07/22/2025
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.
My account number is ****************. I have had outages from Xfinity on 7/16., 7/17, 7/18, and now again today, 7/22. Each was confirmed with a text from Xfinity noting the service outage. (1) Why does this keep occurring? It is extremely disruptive while working, in particular.(2) As mentioned above, this occurred on: 7/16, again on 7/17, again on 7/18, and now once again, on 7/22. I received a $5 credit for 7/16 outage, and I also I received a $5 credit for 7/17 outage. Will I receive a $5 credit for 7/18 outage, and another $5 credit for the 7/22 outage? If not, why not? This getting ridiculous.
Customer Answer
Date: 07/28/2025
Account # ****************. As a follow-up, theres now another (fifth outage) today, 7/28, since 7:40am and currently not expected to be resolved until 6:49pm (see atached.- so essentially the full workday.

As I mentioned before, outages on:

7/16
7/17
7/18
7/22
7/28

Is it safe to assume that I will not have a bill at all this month?

******* ****
*************************************
Business Response
Date: 08/04/2025

August 1, 2025

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

Re:       ******* ****
            *****************
            **********, ** 95825

                Case Number:                      23640109
            Date of Notice:             July 23, 2025

Dear Sir/Madam:

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

I attempted to contact Mr. **** via telephone and email several times;however, my attempts were unsuccessful. Our records indicate that recently from July 11, 2025 to July 28, 2025, there were multiple service outages in Mr. ***** area due to a combination of planned and unplanned maintenance activity. On July 28, 2025, the maintenance activities were completed and service was restored. Our records reflect that a fiber/coaxial line was repaired.

In addition, a signal level check was performed on August 1, 2025 and our records indicate that the signal to ************************************* meets Comcast specification. In order to resolve any other concern with this matter, contact with Mr. **** is necessary.

A total credit was applied on the account and will reflect on the August 6, 2025 billing statement, the details are as follows: outage credit applied on July 17, 2025;and service adjustment applied on August 1, 2025. Please be advised that the billing on the account was accurate at the time. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me at **************.

Sincerely,

*** *.
Executive Customer Relations
Customer Answer
Date: 08/04/2025
Thank you. I appreciate the additional credit on August 1 and I hope the service outages are now resolved.
Please note that I emailed back several times on July 28, 2025, but I received no response to my messages (attached).
Customer Answer
Date: 08/04/2025
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.
I hope that the outages have stopped as they are extremely disruptive. In addition, I emailed Comcast back several times on July 28, 2025, but received no response (I uploaded copies).

Regards,

******* ****
Initial Complaint
Date:07/22/2025
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.
Business lies about pricing and adds/ tacks on additional fees on bills. Promotion are a scam, the workers lie to you.
Business Response
Date: 08/04/2025
August 4, 2025

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

Re:       ***** *****
            ******************
            *******,** 48224

              Case Number:                    23640106
              Date of Notice:             July 23, 2025

Dear Sir/Madam:

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

On May 14, 2025, Mr. ***** purchased an Apple iPhone 16 on line 1940 and a second line for an Apple iPad (A16) line ending in 6337. At that time,Xfinity Mobile offered a Buy One Get One (BOGO) promotion for new mobile customers with *********************************************. This offer provided one Unlimited Intro line free for 12 months when the customer signed up for the Premium Unlimited plan.With this promotion, customers effectively paid for the first Premium Unlimited line for a year. The offer also included a free 5G mobile device, with the customer able to choose from eligible models. To be eligible, customers had to be new to **********************, have active Xfinity Internet service, and select the Premium Unlimited plan.

Mr. ***** did not satisfy the promotional requirements because he did not have the ********************** plan and was an existing customer. This plan was for new ******************************************* customers.

Mr. ***** was eligible for three promotions, a promotion applied as a monthly credit over 24 months for the iPad A16 line ending in 6337. The second promotion was for the Xfinity Mobile Care promotion offers 50 percent off Xfinity Mobile Care for eligible watches and tablets. The Third promotion was the Buy One Unlimited Mobile Plan, Get One Line of Unlimited Intro Free Promotion.

Mr. ***** satisfied all requirements for each promotion and is receiving the promotions as expected.

On May 15, 2025, return orders were submitted for the iPhone 16 on line ending 1940 and the iPad on line ending 6337. Later that day, both return orders were canceled, and the devices remained active on account. However, the ********************** Care plan was removed from both the Apple iPhone 16 on line 1940 and the iPad line (ending 6337) on May 15, 2025, and was not reapplied.Consequently, Mr. ***** has not been billed for Mobile Care since removal.

On May 18, 2025, Mr. ***** received his first bill for the June 18, 2025,statement. This included two ******************** plans for the iPhone 16 line ending in 1940 and the iPad line ending in 6337, taxes and fees, a promotional credit for the iPad, and a credit from the Buy One Unlimited, Get One Freepromotion. A courtesy credit was applied on June 3, 2025, and on June 19, 2025,a goodwill credit was issued to address billing and promotional concerns.

On July 23, 2025, I spoke to ******** ******, the authorized user,regarding the ********************** billing concerns. I explained the bill and informed her I would investigate the billing concerns. My follow-up attempts went unsuccessful.

On August 1, 2025, I emailed Ms. ****** to inform them of the above information. I apologized for any inconvenience this may have caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

******* *.
Xfinity Mobile Executive Resolution
Customer Answer
Date: 08/04/2025
[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: 23640106

I am rejecting this response because:
The store employees lied I signed up solely under the promotion of one year free phone service, they tech things on your bill that you have no idea about and outright scam. Not only is this disgusting its unethical.never asked for mobile care nor do I want it, I was told the line was free for one year for the iPhone which is why I signed up in the first place. For you to send me a email and I called you yesterday simply lacks empathy. Please disconnect the service. I want nothing to do with xfinity mobile. Its a scam and the **** at the store are scammers. This is the reason people
Lash out. I dont respect being mislead. Under no circumstances would I have signed up for the services under these terms. Its not a courtesy credit, its what the bill is supposed to be. The **** at the store told me my bill wouldnt be over $55.00. Thats a free phone line for a year, and the tablet being half off since Im a platinum member and had promotions available. With the phone line for the tablet being $10.00 and me lying my monthly installments for the phone plus taxes. If I never asked for mobile care why was it on there. Ive never been scammed so much in my life.

Regards,

***** *****

Business Response
Date: 08/13/2025

August 13, 2025

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

Re:       ***** *****
            ******************
            *******, ** 48224

              Case Number:                    ******** -Rebuttal
              Date of Notice:             August 4, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced rebuttal submitted by ***** *****.

A review of the account was completed, and our original findings as outlined in the response dated August 4, 2025, remain unchanged. On August 7, 2025, I contacted ******** ******, an authorized user on the account and explained the above information.

******** ****** wanted her credit card to be removed from the account, and I successfully completed that request. Shortly after, the call was disconnected,and my attempts to reconnect were unsuccessful.

During our discussion, ******** ****** also expressed a desire to disconnect her service. I explained that doing so would result in the loss of her $10.41 monthly device subsidy for the Apple iPad and the $30.00 BOGO Unlimited Plan credit. ******** ****** decided not to proceed with the disconnection. As a result, both lines remain active.

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

Sincerely,

******* *.
Xfinity Mobile Executive Resolution
**************
Initial Complaint
Date:07/22/2025
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 am a customer of ******************************************* and they have had multiple outages daily for over a month now. I am unable to use my internet service most of the time and they are unwilling to give a proper credit for the outages.
Business Response
Date: 08/01/2025
August 1, 2025

Better Business Bureau
****************************;
********************

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

Case Number:23639845
Date of Notice:July 23, 2025

Dear Sir/Madam:

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

I made several attempts to contact Mr. ********* via telephone and email. Unfortunately, my attempts were unsuccessful. Our records indicate between June 24, 2025 and July 25, 2025, multiple outages occurred due to storm-related events, plant damage, and equipment issues.

On July 29, 2025, the technical operations team advised that the node was replaced on July 25, 2025 during a scheduled maintenance window. As part of this effort, the transmitter was also replaced, the correct kilometers were configured, and all coax connectors were updated. Following these actions, the team successfully pinged Mr. ********** modem with zero packet loss. They noted that if Mr. ********* continues to experience issues, further investigation will be conducted. An internal review of the signal levels to the residence confirms they are within Comcast specifications.

On July 12, 2025, a credit was applied to the account for the loss of service. On July 29, 2025, an additional credit was applied to the account for the loss of service. The credits will reflect on the August 4, 2025 billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

******* *.
Executive Customer Relations
Initial Complaint
Date:07/22/2025
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 AM NOT LIABLE FOR THIS $197 DEBT WITH COMCAST ON MY EQUIFAX REPORT I DO NOT HAVE AN ACCOUNT WITH ********************** THEY DID NOT PROVIDE ME WITH ORIGINAL CONTRACT AS I NEED THIS COLLECTION TO BE REMOVED ASAP
Business Response
Date: 08/04/2025
****** 4,2025

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

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

              Case Number:                    23639549
            Date of Notice:             July 23, 2025

To the Better Business Bureau:

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

I made several attempts to contact ******** ******** via telephone, and email. However,the telephone number provided was invalid. Although I was unable to reach ******** ********, a review was completed on the account. ******** ******** accepted a 24-month promotional offer for the Superfast internet service and xFi Complete feature, via text message on November 8, 2023. The promotional rate was effective November 8, 2023, and valid until December 4, 2025. This package did not include an agreement.

On June 5, 2024, ******** ******** transferred her service from account ending in #****, to the most recent account ending in # ****. On June 7, 2025, ******** ******** had a partial balance from the previous account, which was transferred to her most recent account ending in #****. As of July 1, 2024, billing statement ******** ******** account had a previous balance. On July 6, 2024, an overdue payment notice was sent to the email address on record. On July *******, a partial payment was applied toward the outstanding account balance. The billing statement dated ****** 1, 2024, also included a past due balance, and a delinquent payment notice was provided via email on ****** 6, 2024. As a result, the account was suspended for nonpayment on ****** 22, 2024.

On ****** 22, 2024, a partial payment was applied to the account toward the outstanding balance, and service was restored. The past due balance from the ****** billing statement was carried over to the September 1, 2024, billing statement. On September 4, 2024, a payment was submitted for the entire account balance, but the payment was returned by ******** ******** financial institution on September 12, 2024. ******** ******** was charged a return payment fee due to the payment issue. Due to the ongoing delinquent balance,the account was suspended for non-payment on September 22, 2024. Subsequently,on September 22, 2024, a partial payment was submitted, and service was restored. On October 6, 2024, an overdue payment notice was emailed to the address on file. On October 22, 2024, the account was again suspended for non- payment,because of the ongoing past due balance. On October 22, 2024, the account was restored as a courtesy with an arrangement to make a payment for the past due balance on October 31, 2024. On October 30, 2024, we complied with a request to disconnect the account.

Our records indicate that there is an existing balance and unreturned equipment for which proof of payment is required to clear the account. As a result, the collection notice received is valid.

I apologize for any inconvenience that may have been caused, while attempting to resolve this matter. I trust this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at *************.

Sincerely,

****** *.
Executive Customer Relations
Initial Complaint
Date:07/22/2025
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 Friday, May 16, 2025, Comcast **** buried my neighbors cable line in my yard In the process they cut my Invisible Fence line in my yard. Prior to the cable line being buried, my neighbor contacted Comcast to inform them of my Invisible Fence. A guy came to bury the line on Monday, May 12. We again told him of the Invisible Fence. He left & said someone would contact us. No one contacted us. On Friday, May 16, I came home to find the cable was buried on my property & the fence line was indeed cut. The guys who did this said they had no information regarding the fence. I had the fence repaired by Invisible Fence on May 23 & paid $253.25.I have been in contact with Comcast (Xfinity) since then to recoup my expense. I have talked to 19 people from the company with no resolution. I was told on July 2 to report the incident at a Xfinity store. The manager at the store said that they set a "resolution date" of July 18. I have yet to hear of any resolution I returned to the store today & was told by the manager that he will "escalate" the situation.I have been told this numerous times with no resolution.Can you direct me on how I get reimburseent?
Business Response
Date: 08/04/2025

August 4, 2025

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

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

Case Number:23639506
Date of Notice:July 23, 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 23, 2025, I spoke with Ms. ********** and confirmed that the damage was done to her invisible dog fence during a service visit completed in her area during a drop bury completed under a neighboring account on May 22, 2025. On July 25, 2025, the damage claim was approved for a refund for the repairs done to the invisible dog fence. Ms. ********** signed a damage claim release form on July 25, 2025 and on July 30, 2025, I spoke with Ms. ********** and confirmed the refund check was successfully received. 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,

******* *.
Executive Customer Relations
Initial Complaint
Date:07/22/2025
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/Comcast tricked me to give them my Bank Account #. Then they went into my account on their own after they tricked me into giving them my account number. They took out roughly $303 from my account without my permission. I had to go to my bank and put a transfer refusal request in attempt to stop the transaction. As an elderly person I was tricked into giving them my information without understanding what I was doing. These companies took a lot from me and have put me in a position of financial distress. They took my money for the whole month; as well as my money for my tithing at church. I am reaching out to ask for help to get my money and safety back.
Business Response
Date: 07/25/2025

July 25, 2025

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

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

            PA 15010

            Case Number:                23639355
            Date of Notice:               July 23, 2025

Dear Sir/Madam:

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

Upon receipt of this complaint, an investigation was performed. Our records reflect that on June 3, 2025, Mr. ******* enrolled in automatic payments with a credit or debit card. On June 9, 2025, a billing statement generated. This included a past due balance, a late fee, and charges for a new month of service. Mr. ******* was notified on this statement, that his automatic payment was scheduled for July 2, 2025, which will include the amount due, plus or minus any payment related activities or adjustments, and less any credits issued before his bill date.

On June 18, 2025, Mr. ******* updated his automatic payment preferences to a bank account.

On July 3, 2025, an automatic payment for the amount of the aforementioned billing statement posted to the account,satisfying the balance. On July 9, 2025, a billing statement generated for the service period of July 14 to August 13, 2025.

On July 10, 2025, the services were voluntarily disconnected, and a final billing statement generated with a credit balance. On July 11, 2025, the July 3, 2025 payment was reversed, and a returned payment fee was assessed. On July 12, 2025, a payment posted to the account reducing the balance.

On July 23, 2025, as a courtesy, a credit was applied to the account for the returned payment fee. This brought the account balance to zero. On July 23, 2025, I spoke with Mr. ******* briefly, at which time he explained he did not wish to communicate with Comcast.

On July 24, 2025, the July 12, 2025 payment was reversed,and a returned payment fee was assessed. 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
Initial Complaint
Date:07/22/2025
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.
Once again, Xfinity has failed to provide the service they advertise. I was in the middle of something extremely important and all of a sudden they decided to have one of their little network crashes. This is now the 3rd time that Xfinity has failed to provide the services advertised in their contract.
Business Response
Date: 07/30/2025
July 30, 2025

BBB of ******************* & ********************
*************************************************
Philadelphia, PA 19103

Re:****** Hudson
*************************;
Apartment 310
**************************

Case Number:23639263
Date of Notice:July 23, 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 confirm that on July 7, 2025 and July 23, 2025, there was a service outage in Mr. ******* area due to planned maintenance activity. On July 7, 2025 and July 23, 2025, the maintenance activities were completed and services were restored. On July 28, 2025, we communicated with Mr. ****** via email and confirmed services are working normally.

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: 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:07/22/2025
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.
They're trying to charge me for a tech visit in June that they assured me would be no charge. The tech told me that too. Now multiple customer service **** have told me they fixed it, which are complete lies. All the company **** do is lie.
Business Response
Date: 08/25/2025
August 25, 2025

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

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

              Case Number:                    23639089
            Date of Notice:             August 15, 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 on June 16, 2025, a service visit was completed as customer education and an in-home service visit fee was assessed on June 17, 2025. The charge is reflected in the July 17, 2025,billing statement.

A credit was applied on July 18, 2025, and a credit was applied on August 7, 2025, both for internet service adjustment. A credit was applied on July 23, 2025, to offset the in-home service visit charge posted on June 17, 2025. The credits were reflected on the August 16, 2025, billing statement. The credits were reflected on August 16, 2025, statement. 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,

Gay R
Executive Customer Relations

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