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

28,097 total complaints in the last 3 years.
9,025 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:08/08/2024
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.
This is my 3rd complaint. I was being charged for a phone I never and they took the phone off but I'm still paying for the line I never used and I also have a apple watch that has never worked and they are still charging me for it. They issued a $250 refund but that does not add up for the service and taxes and fees.
Business Response
Date: 08/19/2024

August 19, 2024

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

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

Case Number:22114748
Date of Notice:August 9, 2024

Dear Sir/Madam:

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

I attempted to contact ************ several times to discuss all concerns. While my attempts were unsuccessful, our records show that ************** is being billed for one line of service and one watch. Further review shows that previously disputed equipment charges were removed with credits and a refund has been provided. No additional credits are found to be warranted. I apologize for any inconvenience this may have caused while attempting to resolve this matter.

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

Sincerely,

**************
XM Executive Resolutions
************** Extension 3052722
Customer Answer
Date: 08/20/2024
[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: 22114748

I am rejecting this response because: I did not get to speak to anyone. I usually cant answer and will have to call back . When I would return the call would just get a voicemail and never a call back until the next day. I still have incorrect charges!

Regards,

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

Business Response
Date: 08/29/2024

August 29, 2024

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

Re:       *******************
            ***********************
Apartment 41
            *****************

                Case Number:                      22114748
                Date of Notice:             August 23, 2024

Dear Sir/*****:

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

I attempted to contact *********** several times to discuss all concerns. While my attempts were unsuccessful,our records show that Mr. ****** Xfinity Mobile account was disconnected on August 26, 2024. Further review shows that previously disputed equipment charges concerning an iPhone were removed with credits and a refund applied to the Xfinity Mobile account on June 20, 2024, and an additional credit on July 17, 2024.

No additional credits are found to be warranted. I apologize 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 *****************************-2973.

Sincerely,

********************
Xfinity Mobile Specialist
Initial Complaint
Date:08/08/2024
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 July 24th we put in a claim with Xfinity mobile who uses ************* Team for insurance on a i phone ******************************************************************************************* stock and didn't know when we would have the phone meanwhile I'm charged the deductible 104. 00 and still paying on the phone. Multiple phone calls hours of time and then I said just send any phone we need the phone.. I live in ** my son is in ** on vacation had the phone sent there to NY got it on August 5th . I tried to activate the phone and had to many attempts cause it was set to his number and his phone isn't activated yet. Me and my son has been on the phone with Xfinity hours since August 5th and still can't activate this phone. Today is August 8th and no calls back they are going to set up phone to show in account nothing. I need your help this is awful he is stuck in another state with no phone. I call every day spend 1.5 hrs and get nothing done.
Customer Answer
Date: 08/12/2024
Comcast emailed me friday and I called back and hours are only mon to fri day 8 to 5 and closed over weekend 3 more days now without a phone I sent my phone no to them
Customer Answer
Date: 08/12/2024
After 4 days phone got activated today at 530 pm I had to call Comcast by 1130 today they did not call me.Now we need to discuss the bill for rest of complaint to be settled.
Customer Answer
Date: 08/13/2024
Talked to Comcast today never once did they say they were sorry and only want to credit ***** this case is not settled I want a credit for my whole bill for 18 hours in calls and not having a phone since July 24th.
Customer Answer
Date: 08/13/2024
I asked to talk to someone else in upper management no call yet.
Customer Answer
Date: 08/14/2024
I asked to talk to a supervisor he did finally call I missed his call he left no number for me to call back.
Customer Answer
Date: 08/14/2024
Today we'd no call back from supervisor. I emailed person from before I had been talking to and asked her for his name and number. It is now lunchtime 12 noon no word.
Customer Answer
Date: 08/14/2024
So once again supervisor called I missed call because I'm working 9 to 5 and his name is ****** he leaves a message that says now just call your point of contact ****** no call back no to call him. Just deal with her ******. I'm not happy with the results here. This case is not settled.
Customer Answer
Date: 08/17/2024
I have heard nothing more about this money for bill the supervisor never left a no for me to call back and said deal with person you were talking too. This complaint not settled.
Business Response
Date: 08/26/2024
August 26, 2024

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

Re:       *************************************
            *************************************
            ************, ** 17372

Case Number: 22114545
            Date of Notice:             August 9, 2024

Dear Sir/*****:

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

On July 24, 2024, Ms. ********** son, ******, contacted Xfinity Mobile to report that he dropped his device in water and needed to file an insurance claim. ****** was provided the steps to file a claim with Xfinity Mobile partner, Assurant. A damaged device claim for his iPhone 14 Pro Max was submitted and on August 6, 2024, ****** contacted Xfinity Mobile for assistance with activation of the replacement device, an iPhone 15 Pro Max. However, activation was unsuccessful at that time.

On August 12, 2024, I spoke with ********************** and ****** regarding this concern. It was determined that a system error was causing activation to fail. On August 12, 2024, I successfully activated the device and ********************** confirmed the device is now working. On August 13, 2024, credits covering the full monthly charges related to Frankys line were applied due to this issue and will be reflected on the July 18 to August 17, 2024 billing cycle 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,

****************
XM Executive Resolutions
Customer Answer
Date: 08/26/2024
I reject business response. It took 2 weeks to activate this phone .phone calls and the supervisor tried to call 2 times and never left a number to call back and said deal with girl you were talking to before.And they did not apologize . I wanted my whole bill taking care of for all the hours on phone hang *** no one calling back and having to go thru this.
Customer Answer
Date: 09/01/2024
I did send resolution not handled.not happy.
Initial Complaint
Date:08/08/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a phone,fax, and internet line for the car lot we are opening. The agreement was signed 8-1 -24 and we still do not have a phone number or service at our location which is required by the state. I am unable to run my buisness without a phone line. I contact Comcast daily and my issue still isn't being resolved. Car lot name is 1-2-3 auto sales *** and the location is *****************************************************
Business Response
Date: 08/21/2024
August 21, 2024

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

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

Case Number:22114049
Date of Notice: August 8, 2024

Dear Sir/*****:

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

On August 19, 2024, I spoke with ******************** regarding his request to establish a Comcast Business account. Our records indicate that construction would be required to bring Comcast service to this location. ******************** advised that he established phone service with another provider and requested that we cancel the pending order. The order was cancelled as of August 16, 2024. 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 **************.

Regards,

************
Comcast Business Executive Support
Customer Answer
Date: 08/22/2024
[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:08/08/2024
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 long time customer. This was a good relationship until the last few years. Comcast's customer service has suffered greatly as they seem more interested in having me switch my mobile phone to them, which I will not do. I am in the middle of moving. And, I established new service at the new apartment. First, the equipment will not work. I am told a work order is needed. I wait another day for a promised call that does not come. Then finally I call, and I am told first that my cable box needs to be updated, which is just as well as they did not send any cables to hook it up. Then I am told a work order is needed. THis was the same thing I was told two days before, yet there was no action. Then I am told it will take a few days, so I said I want to cancel the order. And then I am told that I cannot cancel service while the work order is pending. I do not believe this. This is a delay tactic. I no longer want this service or to deal with this company.
Business Response
Date: 08/20/2024
August 20, 2024

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

Re:       ***********************
            ******************************
Unit 324
            ********, OR 97209

               Case Number:                     22113369
            Date of Notice:             August 8, 2024

Dear Sir/Madam:

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

On August 9, 2024, ************ completed a transfer of service to the above address via self-move. However, ************ was unable to activate the service. On August 13, 2024, a service visit was scheduled. Our technician diagnosed the issue, and discovered the outlet was not connected. The technician connected the outlet and replaced the cable box and modem. On August 16, 2024, I spoke with ************ and confirmed that the services are working properly. ************ opted to retain service and did not disconnect.

On August 16, 2024, a credit was applied to the account and will reflect on the September 4, 2024, 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

Customer Answer
Date: 08/24/2024
[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:08/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I never opened Xfinity Mobile accounts. One month earlier, I found I was charged by Xfinity Mobile. I spent one whole week talking to them to refund me, later they did. I never authorized them to use my card for Xfinity Mobile service. And I ask the supervisor, will I be charged again, they said no.Today, August 8, I found out I was charged again. I contacted Xfinity right away, and the agent tried to convince me the charge is reasonable. The problem is I never authorized Xfinity mobile to use my card. This is information stealing.
Business Response
Date: 09/03/2024
September 3, 2024

Attn:Complaint Department
Better Business Bureau
*************************************************************************************************
*********************

Re:       ***********
**********************************************
**************, CA 94040

File Number:                22113316
Date of Notice:             August 8, 2024

To the Better Business Bureau:

Regarding the unauthorized debit to customer's credit card concern, our records indicate an order for two lines of service on the ************** option was started on May 19, 2024, in the retail location. On July 10, 2024, the lines were cancelled per the customer's request. Mr. ***** was billed for the June 19, 2024, billing cycle, which was paid on July ******. On July 10, 2024, a refund was processed, and a credit was applied of the same to create a negative balance to allow the refund to process. Mr. ***** was billed for the July 19, 2024, bill invoice. On July 19, 2024, a credit was applied to the account, however, there remained a balance.

On August 9, 2024, a Comcast Executive Customer Relations representative spoke to Mr. ***** regarding his Xfinity Mobile concerns. The representative advised Mr. ***** his lines were cancelled and confirmed the bill is a remaining balance due to the credit not being enough to cover the taxes. The representative applied a credit for the remaining balance due on August 9, 2024. The representative further advised a case will be open to investigate his concern that he did not request service.

Per Xfinity Mobile Fraud, no fraud was found and as such no was action taken. We are unable to confirm the interaction that happened while customer was in retail location for service request. Per the notes the customer does admit to visiting the **********************. We do not have the ability to view/verify retail interactions.

Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1] Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.

On August 16, 2024, a Comcast ***************** Assurance technician called *********** and explained the above information.the technician advised Mr. ***** that a fraud packet is needed to investigate further. This will allow our team to investigate for any residential accounts that were opened fraudulently.

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

Sincerely,

***************** Assurance
**************

[1]*****************************************************
Initial Complaint
Date:08/08/2024
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 originally signed up for Xfinity(Comcast) mobile and Wifi with introductory pricing. I am aware that these costs go up after the initial period. I am now paying 68% more than the initial offer. There was an inflation cost added during my trial period. Went from $25 to $84 in two years. The only reason they get away with this is due to the monopolistic nature of their services here in *******, **. No one would do business with them if there were other reasonable options. I compare there practices to those of Ticketmaster/Live Nation. I hope the federal government identifies them for what there are and helps consumers being robbed by this company.
Business Response
Date: 08/21/2024

August 21, 2024

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

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

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

Case Number:22112794
Date of Notice:August 8, 2024

Dear Sir/Madam:

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

On August 19, 2024, I communicated with ************** via email at Mr. ****** request. Our records show that ************** accepted a promotion two-year tiered promotion for Connect internet with a one-year promotion for XFi Complete starting August 5, 2022. The XFi Complete promotion expired on August 4, 2023. The Connect internet promotion rolled to year two pricing after August 4, 2023, and expired to retail pricing after August 4, 2024. Details of Mr. ****** promotion durations are included in the monthly bill statements. I provided ************** with my direct contact telephone number so that ************** may contact me at his convenience to review eligible promotions for the service. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

**************
Executive Response Team
Initial Complaint
Date:08/08/2024
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.
Xfinity has monopolized my area I can not shop around for better deals for internet or cable. I been with Xfinity for over a year and when I signed up my package deal was only $89 a month then I get this huge $170 bill from Xfinity. Every month my Xfinity bill is about $147 a month since I signed up with Xfinity and the quoted me a $89 dollar bill a month for X1 with internet through Xfinity. I can't even shop around to different markets because Xfinity has monopolized my area. I can't even shop around for affordable internet because of Xfinity has monopolized my area and bought up the market to keep other markers out for cable or internet. Its either Xfinity or Dish Network who controls my area. and where I live I can not have Dish Network due to rules where I live. So I have no choice to get rid of my Xfinity account due they over charge and monopolize my area and since I live in an area where I get no television signal so I have to live without TV or internet because where I live at is like a dead zone for cellphone service due to rail and powerlines and living next to a bottom of a giant hill where it blocks signals. So over all Xfinity I had to go with no choice.
Business Response
Date: 08/26/2024

August 26, 2024

BBB of ******************* & ********************
********************************************************************************************
***************************;
Re:***********************
*************************************
*****************

Case ***********
Date of Notice:August 8, 2024

Dear Sir/*****:

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 ************** via telephone and email, however, my attempts were unsuccessful. In order to resolve this matter, contact with ************** is necessary.

Our records reflect ************** is currently subscribed to a 24-month agreement for Gigabit Internet and a 24 month offer for Xfi Complete. Additional services and modem are not included in the package price. These offers were effective beginning August 13, 2024, and will expire on August 12, 2026, at which time retail rates will apply. On August 13, 2024 ************** unsubscribed from ************* and subscribed to *********** No credit is forthcoming at this time. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.

I trust this ****** provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at **************, Monday through Friday 8:00am-5:00pm.

Sincerely,

**************
Executive Customer Relations
Initial Complaint
Date:08/08/2024
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 moved over a year ago and i called and called to stop service they just finally did it after a phone call FROM MY COUSIN to them!!!! I
Business Response
Date: 08/15/2024
August 15, 2024

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

Re:       ***********************
            ********************
            ********, ** 64485

            Case Number:                      22112460
            Date of Notice:             August 8, 2024

Dear Sir/Madam:

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

I made several attempts to contact ************ via telephone and email. However, ************ responded that she did not wish any further contact.

Our records indicate a disconnection of services was requested August 7, 2024, with a billing stop date August 8, 2024. A final disconnection date is effective August 18, 2024. No prior disconnection had been indicated.

Additionally,data usage was reflected on the account up to this time. Any remaining equipment on the account will need to be returned to a Xfinity or *** store to avoid unreturned equipment charges.

Following the disconnection of services, any remaining amount to be refunded will be sent to the address of record on the account following equipment return. Should an outstanding balance be due, this will be reflected on any upcoming billing statements. I apologize for any inconvenience experienced while attempting to resolve this matter.

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

Sincerely,

************
Executive Customer Relations
Initial Complaint
Date:08/08/2024
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 have Xfinity/Comcast internet service now and for approximately 6 years. I have to say that over the past 3 weeks, it has been horrible...low speed, in and out seed, and we have the ********************** I recently purchased internet service from ******* to test (Use their cell towers for data/connection) and I have had no issues with the service. Comcast/Xfinity needs to come out and resolve this issue, and if they can not I want a refund for the past 12 months. The service that I pay for is ****, and it is fraud. They are telling you that you get this service and know they can not provide it, that is fraud.
Business Response
Date: 08/19/2024
August 19, 2024

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

Re:*************************
**************************;
*****************

Case Number:22112395
Date of Notice:August 8, 2024

Dear Sir/*****:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************, an authorized user on the account, regarding ********************** service.

On August 10, 2024, a service visit was scheduled during which time the technician checked outside the residence, and confirmed all connections as well as performed a speed test at the tap and ground block whereas speeds were received at ********* Mbps download. Inside the residence, the technician found the gateway device sitting on the floor between the wall and bookshelf.

The xFi Pod was located one floor below the modem, exactly underneath where the modem was located which was poor placement for the Pod. The technician resolved the issues by setting the gateway on a stand instead of on the floor to improve Wi-Fi coverage. The xFi Pod was relocated to the main floor about two rooms away from the gateway. The technician also discovered the gateway was connected to the ************** backup power supply, which can possibly be causing the resets.

************** stated when the modem goes offline, theres no lights. The technician advised ************** to plug the modem directly to the power outlet, if that happens again to see if power returns. The signal levels are within range and the service is functioning according to specification.

On July 17, 2024, credits were applied to the account for the service issues and reflects on the July 24, 2024, billing statement. I attempted to follow up with **************, but it was unsuccessful. 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:08/08/2024
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 had extensive issues with equipment and services. I cancelled TV service due to poor customer service.I am now having issues with my alarm cameras, and have spent 3-4 hrs attempting to text/assist with correcting/resetting. Everytime I ask for an agent (person) I get diverted to another text, starting all over. Last night they couldn't access repair tech data/availability. Forwarded to manager. Same outcome. They had me reset camera, unplug camera, reset display, reset gateway, all at my time and expense.Today they call... finally... and say they are having issues in *****... not my problem. They had me delete a problematic camera last night, with no assistance when it wouldn't pair up. Earliest appt, is supposedly 10 days from now, yet I just paid $100 for an internet/wifi upgrade, and they were able to show up. If you aren't paying, they aren't coming.They called again, and wanted me to go through another process, which I refused. Cameras were installed by them, and some are *****' high, and I have 6 cameras. They want me (a senior citizen) to climb and check their equipment that I am paying for monthly. I am fed up. My wife passed away in Dec, and my home security when I travel is important. They don't seem to th9nk so.After the recent power outage, I was travel8ng and had 5 cameras offline. They came to repair, and charged me to reset. It wasn't my fault... they should maintain customers equipment, especially after a weather issue, but they want you to do it. Anytime there is an equipment issue, they want to send the parts so you can do the install. Sad days, sad customer service.
Customer Answer
Date: 08/09/2024
Xfinity called apologizing and credited $99 from storm charge, which was appreciated, but was a wrongful charge, so....
They stated they were "Senior Technician" and have escalated the situation. They stated they would see about getting an updated appointment, to which I agreed, happily.
Hours later, the "Senior Tech" called and said sorry, you have to wait, do I want to keep my appt. I stated no, cancel it, and I will look atmy options.
She then stated that she can troubleshoot with me on the phone AGAIN for the 27th time. I decl I *** and hung up. They pretended to care, and circled back to the exact issue as before.
Coincidentally, my internet speed dropped from 380mbps to 121mbps. I attempted to chat, and both keeps rerouting me over and over.
I attempted to call the "personal" contact number provided by the woman... message stated she didn't answer, and mailbox is full. Convenient. These people are crooks, and are lying and deciv9ng the public.
Business Response
Date: 08/20/2024
August 20, 2024

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

Re:       Sina Pedram
            ******************************************
            ****, TX 77449

            Case Number:                    22112384
Date of Notice:              August 08, 2024

Dear Sir/Madam:

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

On August 09, 2024, I spoke with *************** regarding a Xfinity ************ and billing concern. Our records reflect that when we spoke on August 09, 2024, **************** had a pending technician visit scheduled for August 16, 2024. I advised **************** of Comcasts Waitlist option which would provide him a sooner visit if one becomes available. **************** stated this would not work for him based on his unpredictable work schedule, which I understood.

*************** had been scheduled for the soonest available technician. When I advised **************** that August 16, 2024,was the soonest available technician, he asked me to cancel his visit and declined any assistance with troubleshooting. After verifying Mr. ******* request, I cancelled his upcoming technician visit. At the time of this response, Comcast records show all six of Mr. ******* cameras are online.

Comcast records show **************** had a technician visit on August 06, 2024, to relocate his Xfinity Internet Gateway outlet, which had a valid service charge associated with this visit.

Lastly,our records reflect that **************** had a change of service, which occurred on June 29, 2024, in which the agent who processed the change of service incorrectly billed **************** for an additional Xfinity Home Professional installation. On August 09, 2024, I reversed this charge and advised **************** that this adjustment will be visible on his August 18, 2024,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,
********
Xfinity Home Senior Technician

Business Response
Date: 08/20/2024
August 20, 2024

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

Re:       Sina Pedram
            ******************************************
            ****, TX 77449

            Case Number:                    22112384
Date of Notice:              August 08, 2024

Dear Sir/Madam:

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

On August 09, 2024, I spoke with *************** regarding a Xfinity ************ and billing concern. Our records reflect that when we spoke on August 09, 2024, **************** had a pending technician visit scheduled for August 16, 2024. I advised **************** of Comcasts Waitlist option which would provide him a sooner visit if one becomes available. **************** stated this would not work for him based on his unpredictable work schedule, which I understood.

*************** had been scheduled for the soonest available technician. When I advised **************** that August 16, 2024,was the soonest available technician, he asked me to cancel his visit and declined any assistance with troubleshooting. After verifying Mr. ******* request, I cancelled his upcoming technician visit. At the time of this response, Comcast records show all six of Mr. ******* cameras are online.

Comcast records show **************** had a technician visit on August 06, 2024, to relocate his Xfinity Internet Gateway outlet, which had a valid service charge associated with this visit.

Lastly,our records reflect that **************** had a change of service, which occurred on June 29, 2024, in which the agent who processed the change of service incorrectly billed **************** for an additional Xfinity Home Professional installation. On August 09, 2024, I reversed this charge and advised **************** that this adjustment will be visible on his August 18, 2024,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,
********
Xfinity Home Senior Technician

Customer Answer
Date: 08/21/2024
I did cancel the unsatisfactory appt. Lead time was unacceptable. If I pay, they arrive quickly, if I'm not paying, they stall.
I did do additional "troubleshooting" over the phone days later, yet again, spending my valuable time to do their work. After another hour or two, ladders, prompts, chats, and calls, I was able to get camera going again. Yet again another perfect example of their lack of technical support. My time, effort, and money, is being wasted keeping "their system running. Please keep in mind, that this is every call. I am 63 years old, and should not be expected to grab ladders, to climb and conduct their repairs at midnight. Their lack of customer support (physical) is disheartening to say the least. They act like they did me a favor with the refund, but it never should've happened, as they admitted. I travel extensively, and my property requires these cameras, alarm, and monitoring. If I am out of town, and cannot do the repairs myself, who will do it? I can insure someone is present for a technical visit, but I cannot expect them to "repair" my alarm system. This is Xfinitys respinsibility.
Customer Answer
Date: 08/26/2024
[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.
I did cancel the unsatisfactory appt. Lead time was unacceptable. If I pay, they arrive quickly, if I'm not paying, they stall.
I did do additional "troubleshooting" over the phone days later, yet again, spending my valuable time to do their work. After another hour or two, ladders, prompts, chats, and calls, I was able to get camera going again. Yet again another perfect example of their lack of technical support. My time, effort, and money, is being wasted keeping "their system running. Please keep in mind, that this is every call. I am 63 years old, and should not be expected to grab ladders, to climb and conduct their repairs at midnight. Their lack of customer support (physical) is disheartening to say the least. They act like they did me a favor with the refund, but it never should've happened, as they admitted. I travel extensively, and my property requires these cameras, alarm, and monitoring. If I am out of town, and cannot do the repairs myself, who will do it? I can insure someone is present for a technical visit, but I cannot expect them to "repair" my alarm system. This is Xfinitys respinsibility.

Regards,

Sina Pedram

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