Business Profile
Internet Providers
Comcast CorporationHeadquarters
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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
- 28,100 total complaints in the last 3 years.
- 9,076 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/21/2024
Type:Service or Repair IssuesStatus: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.
Hurricane ***** came throuh my area on July 8,2024. Here we are July 21 and still no internet. I tried calling many times. Nooptions to speak to anyone. Just says you will receive a text messge hen your service is retored. Which I have received many text saying your service is retored. It has not. You call them and have to act like you are a new customer to get someone on the phone. They claim thy could not access the area. Saying it could take a week. I work from home. Which means I can not work because no internet!Business Response
Date: 08/08/2024
August 8, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: *********************************
********************
******,TX 77346
Case Number: 22022644
Date of Notice: July 22, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
Comcast is aware of the continuing impacts of Hurricane ***** in the *******, ** area, and the safety of the residents and our employees is our number one priority.
On July 23, 2024, I spoke with ****************** regarding her service-related concerns. I explained updates are accessed via the Xfinity App or online[1].
The outage from Hurricane ***** was restored on July 25, 2024. All signal levels are within specification.
Credits were applied on July 26, 2024 and July 27, 2024, for the time without service. The credits will reflect on the August 25, 2024 billing statement.
On July 31, 2024, I followed up with ****************** and she confirmed services were restored. I apologize for any inconvenience experienced while attempting to resolve this matter.
I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
********************
Executive Customer Relations
[1] xfinty.com/outagesInitial Complaint
Date:07/21/2024
Type:Product IssuesStatus: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 service has been down since the ********************* . Power was restored a week ago , but Xfinity has failed to restore service since the after the Storm . No intenet and no Cable signal .When you call Their customer service you cant get through.Business Response
Date: 08/05/2024
August 5, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: Mash *****
,********
Case Number: 22022500
Date of Notice: July 22, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********** regarding Xfinity service.
Comcast is aware of the continuing impacts of Hurricane *****, in the *******, ***** area and the safety of the residents and our employees is our number one priority.
On July 22, 2024 I contacted ************** to discuss his concerns and apologize for any inconvenience or frustration he experienced attempting to receive updates on the area outages due to the hurricane. I confirmed updates are easily accessed via the Xfinity App or online at xfinty.com/outages.
**************** service was first impacted beginning July 8, 2024 due to various outages caused by Hurricane *****. Our records indicate **************** services are presently online and all signal levels to his home and equipment are within specification. On August 1, 2024, I spoke with Mr. ***** and confirmed services were restored.
On July 22, 2024, a credit was applied for the loss of service. This credit will reflect on the August 13, 2024, billing statement. I apologized for any inconvenience that *** 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 RelationsInitial Complaint
Date:07/21/2024
Type:Service or Repair IssuesStatus: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.
There is a line hanging in the backyard that could be a safety hazard because there are exposed wires. It is also a safety hazard because someone could get hurt coming in and out of the house. They can be careful but they can only do so much, my daughter goes to work in the middle of the night when the lighting is very dim & dark and could get seriously injured on these wires. I understand that the power outage caused back up but we called as soon as the electric company came out to replace the pole that xfinity shares with them. We spoke to the electric company while they were here to try to get them to put it back up and that's when they explained we needed to contact xfinity because they couldn't do it since it's not their line of work. Xfinity has been telling my family since the 17th of July that they would send someone out. They claim it's not dangerous or that they understand what my family is dealing with but they can't possibly because they keep giving us the same excuses. This is dangerous for anyone not just my family. It's said to rain again soon and the wires are exposed which makes it even more dangerous and a potential fire hazard.Business Response
Date: 08/08/2024
August 8, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: *************************
*********************
******, IL 60419
Case Number: 22022493
Date of Notice: July 22, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
On July 22, 2024, I spoke with ****************** regarding her concerns. On July 22, 2024, a technician visited the location and identified that there was a low line on the property attached to a broken utility pole. On July 26, 2024, a line transfer was complete, moving the line from a damaged utility pole to a new pole. My attempt to follow up with ***************** was unsuccessful.
The request for compensation due for length of time to resolve the concern is respectfully declined.
Regarding the personal injury claim, contact with ************** has not been successful. We would need to speak with ************** in order to assist further regarding the cited injury. I apologized for any inconvenience that *** 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 **************.
Sincerely,
**************
Executive Customer Relations
**************Initial Complaint
Date:07/21/2024
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comcast Xfinity auto or otherwise system will not get me to my account.Business Response
Date: 08/07/2024
August 7, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: *********************
, CA 95726
Case Number: 22022465
Date of Notice: July 22, 2024
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 ************** via telephone and email several times. While my attempts were unsuccessful, our records confirm that on July 30, 2024, our *************************** team spoke with ************** regarding her concern, and she confirmed that she can access her Comcast online account using her ********************** device and desktop. However, she has a new tablet and cannot sign in due to a configuration issue on the device. The problem is not on Comcast's side, and ************** will take the device to the nearest Apple Store to have the issue addressed. I apologize for any inconvenience that *** 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 RelationsInitial Complaint
Date:07/21/2024
Type:Customer Service IssuesStatus: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 signed up for Xfinity service at the beginning of June. For the last two weeks I have been without service. Ive been sent misleading messages that theyve worked on the issue. It is very difficult to speak with a live agent because of the way their automated service is set up. In conclusion I would just like for my internet service to be restored and an easier way to actually speak to a live person concerning the list of issues I have with this company.Business Response
Date: 08/01/2024
August 1, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: ***********************
************************************
TX 77346
Case Number: 22022458
Date of Notice: July 22, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
Ms. Fosters area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. **************** was without electricity from July 8, 2024, through July 11, 2024 when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service in the area on July 11, 2024.
On July 22, 2024, I spoke with **************** and confirmed services were restored. A follow up service visit was scheduled due to **************** stating she still had some service issues. However, on July 26, 2024, the service visit was cancelled with resolution resolved before truck. On July 29, 2024, a follow up voicemail and email was sent to **************** to resume troubleshooting if service issues were still present, however I was unsuccessful in reaching her. I apologized for any inconvenience that *** 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,
Niles H.
Executive Customer RelationsCustomer Answer
Date: 08/02/2024
[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:07/21/2024
Type:Service or Repair IssuesStatus: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 been an Xfinity internet and tv customer since 2016. I have never felt such disrespect and been lied to like this in my life. We have been without internet and TV since last Thursday 7/18. I reached out to the representatives multiple times only for them to constantly lie about a service technician. Being in my area and services looking to be restored by 7/19. That day came and called again to be told they have no estimate on when services can be restored. I work from home so having internet is paramount to my ability to work. Finally after calling today, they are still not giving any type of estimate, I am in contact contract trying to get in touch with someone to resolve this issue as I have to start work again tomorrow. Still no response, not to mention I asked for a bill credit due to the time I lost, they said there is nothing they can do for me. This has by far been the worst experience I have had and I have been a valued customer for 8 years! They need to get these things resolved and completely revamp their whole call center as this is down right ridiculous! I will be switching providers and I hope they get this so they can be held accountable, terrible way to do business and extremely poor customer service.Business Response
Date: 07/25/2024
July 25, 2024
BBB of ******************* & ********************
********************************************************************************************************************************************
Re: Case Number: 22022446
Date of Notice: July 22, 2024
*******************************
****************************************
******, ********
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
Mr. ********* area was impacted by Hurricane ***** that resulted in the interruption of communications and utility services for thousands of customers. Then node servicing Mr. ********* area was intermittently without electricity until July 22, 2024, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on July 23, 2025. On July 24, 2024, I spoke with ******************** and confirmed services were restored.
On July 20, 2024, a credit was applied for the loss of service and is reflected on the July 20, 2024, bill. On July 24,2024, I waived Mr. ********* current bill in full which will reflect on the August 20 *****, billing statement. I apologized for any inconvenience that *** 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 RelationsInitial Complaint
Date:07/21/2024
Type:Customer Service IssuesStatus: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 experience with the service provided by Xfinity was most definitely not satisfactory. I sent a certified letter in which I indicated my intentions to terminate my service at once. That letter generated many telephone calls to me that only annoyed me, so I blocked their telephone numbers and deleted the messages that I perceived as being harassment, nothing else.First of all, there was the problem with the Internet connection itself. I need a reliable Internet connection because I am a published writer and work from home. However, every time I received a telephone call that required me to give attention to the caller for more than a minute, the Internet connection died. I found myself having to log back in over and over and often enough, work that I had done was lost. I reported this problem to Xfinity, but I received no response and certainly no remedy for the failing connection.To add to my negative feelings, Xfinity made it a practice to send me conflicting emails about payments, and I had no idea what my situation was. Making contact with **************** proved not to be reliable. I felt as if my connection with Xfinity was not stable enough for me to rely on it. I also must mention that none of the communications sent to me by Xfinity quoted a complete account number; every notice always stated "ending in 7655" and nothing more. I am prepared to return the equipment that I have in my residence to terminate the connection immediately. I must also add that when I was signing up for service, the agent who spoke with me gave me no indication as to the name of the provider being offered to me. I discovered that Xfinity was the provider only much later. I found the service was not reliable. The conflicting messages about payments were most unhelpful. I wanted to do the right thing, but I saw that the only right thing was to terminate my service so that I could find a service more reliable and whose terms were easier to understand.Business Response
Date: 07/26/2024
July 26, 2024
BBB of ******************* & ********************
******************************************************************************************************;
**********************
Re: ************************;
***************************************************************** 205
*******, MD 20602
Case Number: 22022415
Date of Notice: July 22, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
On July 22, 2024, ************ I communicated with ************ via email addressing the concerns raised in his complaint. ************ cited billing and service concerns but did not wish to discuss or schedule a service visit.
On July 23, 2024, ************ communicated his request to disconnect his account. On July 23, 2024, the account was disconnected and backdated to June 11, 2024, which generated a credit balance on the account. I communicated to ************ that once he returns Xfinity equipment, the credit balance would be processed as a refund. I apologized for any inconvenience 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 RelationsCustomer Answer
Date: 07/26/2024
[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 do have to request, however, that I be given clear instructions about returning equipment. If I need to submit documents, I want to know which documents. I want everything to be done correctly so that the matter will be put to rest permanently.
Respectfully submitted,
***********************Initial Complaint
Date:07/21/2024
Type:Service or Repair IssuesStatus: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.
The issue started on 7/6/24 service has been out on both TV and Internet. The patience I have shown is about to where out. The most frustrating thing is you can't talk to a person. It's all automated and everyday it just repeats the same lines over and over again. I don't know if Ther is progress I don't even know if there in my area. There outage map comes up as a "error 400" what ever that means. The no response to direct questions just cuts the call off all together.Business Response
Date: 07/31/2024
July 31, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re:*****************
**********************************************
*****************
Case Number:22022202
Date of Notice:July 22, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity service.
**************** area was impacted by Hurricane ***** that resulted in the interruption of communications and utility services for thousands of customers. The node servicing **************** area was without electricity until July 15, 2024 at which time electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on July 16, 2024 by repairing the damaged plant.
On July 27, 2024, an unplanned outage occurred resulting in the loss of service for multiple customers. That same day, service was restored after technicians repaired the damaged plant.
On July 23, 2024, I spoke with ************** and confirmed services were restored. On July 26, 2024, a credit was applied to the account for the loss of service. This credit will reflect on the August 1, 2024 billing statement. I apologized for any inconvenience that *** 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 RelationsInitial Complaint
Date:07/21/2024
Type:Service or Repair IssuesStatus: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.
Going on week 3 of not a single word from xfinity as to when they are planning on restoring my internet and cable service. Everytime I call I keep getting the run around and not a clear answer.Business Response
Date: 07/31/2024
July 31, 2024
BBB of ******************* & ********************
*****************************************************************************************
*********************
Re: *******************
*************************
******, TX 77346
Case Number: 22022186
Date of Notice: July 22, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
Comcast is aware of the continuing impacts of Hurricane ***** in the ************* area and the safety of the residents, and our employees is our number one priority. ************ was impacted by Hurricane ***** that resulted in the interruption of communications and utility services for thousands of customers. Mr. *** was without electricity until July 15, 2024, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on July 16, 2024. ************ continued to experience interruption of service until July 27, 2024, when our technicians repaired the damaged fiber/coaxial at the plant.
I attempted to contact Mr. *** via telephone and email several times to address any other concerns he *** have. However, my attempts were unsuccessful.
A credit was applied on the account on July 26, 2024, for the loss of service. The credit will reflect on the August 21,2024 billing statement. I apologize for any inconvenience that *** 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 RelationsInitial Complaint
Date:07/21/2024
Type:Product IssuesStatus: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.
Has been without the use of internet since 7/8/24; hurricane *****.Business Response
Date: 07/26/2024
July 26, 2024
BBB of ******************* & ********************
**************************************************************************************************************************************
Re: ***************************
******************************************************************************
Case Number: 22022142
Date of Notice: July 22, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
Ms. Keelens area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. **************** was without completed repairs until July 24, 2024, when the aerial cable was repaired by the local technician team. Once repairs were made, our technician confirmed services were functioning on July 24, 2024. This was also reflected in account usage. Further review indicates the outage started on July 8, 2024, through July 24, 2024. On July 24, 2024, I spoke with ****************, but she did not verify the account and stated service issues were resolved. No further account changes were made during conversation.
Further review did indicate a credit was provided while **************** contacted general support. On July 22, 2024, a courtesy credit was applied to the account; it was reflected on the July 25, 2024, billing statement. I apologized for any inconvenience that *** 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,
Niles H
Executive Customer Relations
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