Business Profile

Internet Providers

Comcast Corporation

Headquarters

This business is NOT BBB Accredited.

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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

28,109 total complaints in the last 3 years.
9,086 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:07/21/2024
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.
We survived Hurricane *****, but it was not. Its been four days without the internet. People have to work to make a living and also need it for other uses, and the corporation does not let you all in. They complain they put off a telematic system and wont let you talk to a live agent. They arent fixing the problem but making it worse. If it wasnt broke why did they have to cause havoc. I honestly believe it is because number one its a **************** done out of pure anti semitism and we are largely a ***** supporting community. Its a form of punishment to the citizens of this community in *******. I want the internet up asap no questions and no excuses it was not down and they caused this issue x finity.
Business Response
Date: 08/23/2024

August 23, 2023

BBB of *************************; ********************
******************************************************************************************
**********************

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

            File Number:             22020417
Date of Notice:                     July 21, 2024

Dear Sir/Madam:

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

We are still looking into ********************* concern and will remain in contact with the customer to relay next steps.

Should you have any questions or need additional information, please contact **************.

Sincerely,

****************
Executive Customer Relations
Initial Complaint
Date:07/20/2024
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'm writing this as of July 20, 2024 because from my previous complaint against Xfinity/Comcast nothing still has been resolved. This **************** agent spoke as if I'd have nothing to worry about moving forward on the mobile side of things and yet I was still charged for their mobile service on Thursday. And over on the internet side the agent also didn't keep her word as the $85.23 a month isn't what I'm actually being charged. I've had his same unlimited 1200mps deal on the internet since 2019 and now they're trying to charge me extra fees? I get the cost of living is going up but what does that have to do with the internet? It's still the same 1200mps, it's the same unlimited internet deal I've had since 2019 so why not give your customer a break? Oh, right. Greed. Again, I talk to one agent, I get one statement to get me out of their hair and talk to another agent and it's a different thing. Here's what really bothers me and that's them being untrustworthy. For instance, my bill this month of July 9 was supposed to be $95.23 right? But they didn't charge my checking account. The same checking account by the way, that they told me if I signed up for autopay with I'd save an extra $10 which was another lie. But again, they didn't charge me for my internet service on my due... but instead charged me for a mobile service that was supposed to already be close out last month? To add insult to injury, I get another bill today for $200 with a late fee attached to it? A late fee? Even though I signed up for autopay? Even though they have my checking account giving them authorization to charge me on the due date every month? I'm a patient man but even I have a breaking point. This is absurd and Comcast should be embarrassed. Below is the attachments for proof that I'm not pulling this out of thin air.
Business Response
Date: 07/31/2024

July 31, 2024

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

Re:       *********************
            ******************************************************
            ******, GA 30132

            Case Number:               22020340
            Date of Notice:             July 21, 2024

Dear Sir/Madam:

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

Our records indicate a return order for a ******** ************ device number ending 6836, was completed on May 31, 2024, and a standard restocking fee was assessed.

On July 20, 2024, ************ worked with an Xfinity Mobile agent who applied a credit for service charges and issued a refund. On July 22, 2024, a refund and credit were issued, resulting in a zero balance on the Xfinity Mobile account with no anticipated future billing.

I spoke with ************ on July 24, 2024, regarding the Xfinity Mobile billing concern. I provided ************ with an explanation of the restocking fee and the resulting refund. ************ confirmed the receipt of both refunds.

With regard to Mr. ***** residential concerns, our records indicate he subscribed to Gigabit Extra Internet service, which was transferred his ********************* from a previous address he subscribed to services. However, On May 17, 2024, the services were transferred and installed at the above address.************ is currently subscribed to a 24-month promotion with a term agreement for Gigabit Internet and the additional service for xFi Complete[1]. The promotional rates are effective from May 31, 2024 until June 21, 2026. On June 22, 2026, the standard retail rates will apply for both services. Taxes and fees are not included and are subject to change. The term agreement will expire on May 31, 2026. The promotional rate includes a monthly Automatic Payment and Paperless billing discount. The amount of the discount depends on the type of payment method used. On May 18, 2024, the account was initially enrolled in autopay with a credit/debit card. On May 31, 2024, the payment method was updated several times between a checking account and a credit/debit card back to a checking account. On June 23, 2024, the credit/debit card was unenrolled on the account. As of June 16, 2024, Mr. ***** account is reflecting the paperless billing automatic payment discount for a checking account payment method.

************ was eligible for additional multi-product discount on his Internet rate with a subscription to Xfinity Mobile service and activates a new line within 90 days of the order. The amount of the discount was dependent on the Xfinity Mobile Data plan he subscribes to. The discount would be applied within 45 days of meeting the eligibility requirements and would apply for 12 months. To maintain the Xfinity Mobile multi-product discount, he must keep Xfinity Mobile and Xfinity Internet service for 12 months. If you cancel Xfinity Mobile or Xfinity Internet or change Xfinity Internet to a tier below Gigabit, ************ will no longer receive a discount.

Additionally, if he signs up for Xfinity Mobile with ************** and then changes all Xfinity Mobile lines to By the Gig, the discount will decrease for the remainder of the discount term. Since ************ no longer subscribes to Xfinity Mobile services, the multi-product discount is no longer applied. However, on May 30, 2024, a monthly discount for 12 months was added to the account.

Credits were applied to Mr. ***** account on June 6, 2024 and June 7,2024, to waive a professional installation fee previously billed and to honor the multi-product Mobile discount. The credits are reflected on the June 18,2024 billing statement.

On July 23, 2024, an Executive Customer Relations Rep spoke with *********** regarding his residential billing-related concerns. ************ was provided with a detailed billing explanation, which included the above information. An apology was provided 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,

****************
Xfinity Mobile Executive Resolutions

[1] xFi Complete is not included in the term agreement
Initial Complaint
Date:07/20/2024
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 am filing a complaint against Xfinity. I tried to set up an account for ******************** on the Xfinity website on 7/19/24 since I will be moving from ** to ** in Aug 2024. The chat agent told me the previous tenant still has an account active at the CA address. Despite informing the chat agent that I am on the owner of the unit and I will move into that unit in Aug, the chat agent advised me to go into a Xfinity store to seek assistance. I scheduled an appointment for 7/20 at 11am at the *****, ** location. I showed up on time at my appt. I was disappointed by the service I received at that location, since the representative told me that she is unable to help and that this store only services Utah addresses. I tried to demonstrate a mortgage statement indicating that I am the owner of the unit at the CA address, but the representative was unable to help since the address is located in **. I would like Xfinity to explain why the chat agent told me to visit an Xfinity store, if the store in **** only provides service to **** address. I had to dedicate time and drive 40 miles to that location from my home. I would also like a resolution to this problem. Please note the previous tenant already moved out and did not update their address with Xfinity. Also, why arent Xfinity stores trained to handle this issue? Due to the inconvenience and poor service I received, I am requesting Xfinity to provide a credit in order to encourage me to follow through on signing up as a new customer. I have other options for ******************** and so far, Xfinity has made a bad impression.
Business Response
Date: 08/08/2024
August 8, 2024

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

Re:       ***********************
            *************** K301
*********, UT 84337

Case Number:                      22020312
            Date of Notice: July 21, 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 24, 2024, a Comcast representative spoke with ******************** at which time, he explained he wanted to enroll in Internet Essentials. The representative referred the concern to Comcasts Internet Essentials Team.

On July 24, 2024, an Internet Essentials specialist provided ******************** instructions on how to apply via email. Non-subscribers must apply directly with Internet Essentials via internetessentials.com or call 1-855-8-INTERNET ***************).

With respect to his credit request, we apologize for the inconvenience he has experienced. However, Comcast compensates for service loss and ******************** is not yet a subscriber. Therefore, no credit is warranted.

On July 31, 2024, I attempted to reach ******************** to review the above, but I was unsuccessful in reaching him.

Records reflect ******************** was successfully activated with Internet Essentials at his new address on August 1, 2024. I apologize for any inconvenience that may have been experienced while attempting to resolve this matter.

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

Sincerely,

******************
Executive Customer Relations

Customer Answer
Date: 08/08/2024
[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: 22020312

I am rejecting this response because I remain disappointed with the service received: I had left 2 voicemails to ******* on 8/5 and 8/6 but I never received a response. I had also left an email message on 8/6 at 329pm to *************************************************************************** with the following response:

Hello *******:
I am responding to your voicemail that I received last week. I attempted to call Internet Essentials yesterday. I am not happy that the internet kit was mailed without my consent. Based on my conversation yesterday with the representative in that department, I had agreed to pick up the Internet Essentials kit at a Xfinity store in **********. The reason I requested NOT to ship is because I have not moved to the address yet and there is a risk that the package may be stolen. I am also not happy that the representative failed to troubleshoot why the internet essentials cannot be linked to my existing Comcast account.

I have already left ******* two voicemails. If I do not get a response by end of business tomorrow (8/6), I will be updating my experience to the BBB with copy of this email.

Thank you
***********************
Cell ************

Regards,

***********************
Initial Complaint
Date:07/20/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
internet freezes up and buffers
Business Response
Date: 08/08/2024
August 8, 2024

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

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

, VA 24277

              Case Number:                    22020031
              Date of Notice:             July 21, 2024

Dear Sir 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 Mr. ********** signal levels are within specification. The last service appointment was completed on February 24, 2024, by a technician with a resolution of replacing the modem. In order to resolve this matter, contact with ********************** is necessary. I apologize for any inconvenience that *** 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
Initial Complaint
Date:07/20/2024
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.
While I have no hope that the BBB will assist with this, I want it documented. I have been without internet and TV service since 3:25 on 7/18/24. I need stable internet to do my job and Xfinity could care less!! They refuse to speak with you and there is no way to get to a real person! They have the WORST customer service of any service provider and charge ridiculous prices for poor service!! It is almost 3 days and still the problem exists with no end in sight. The BBB seems very biased and not objective with complaints so I have no hope that this will go anywhere. I also intend to file a complaint with the *** and *********************** office!!
Business Response
Date: 08/08/2024

August 8, 2024

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

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

            , GA 30033

              Case Number:                    22019940
            Date of Notice:             July 21, 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 29, 2024, I spoke with ****************** regarding her concerns. Ms. ******** modem reflects as currently being offline and not being recognized. An in-home service visit was offered, which ****************** declined. A Special Request Order (SRO) appointment to check the outside of the home was proactively scheduled for July 30, 2024. However, the appointment was placed in a no schedule status due to the technician being unable to reach ****************** during a pre-call.

On July 31, 2024, our technical operations department confirmed there are no network issues occurring in Ms. ******** area. An appointment inside the home is necessary to further investigate the service-related concern.

Attempts to follow up with ****************** to schedule an appointment at her convenience were unsuccessful. On August 7, 2024, a one-time courtesy credit was applied which will appear on the August 15, 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 **************.

Sincerely,

******************
Executive Customer Relations
**************
Initial Complaint
Date:07/20/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We pay this company $240 a month and weve been out of internet and cable every week, weve been out for two weeks. Weve been home all day waiting on them, its 6 pm and they show up to tell us the line is down but our neighbors have the same service with no issues. There have been 20 plus techs come to our home and give us some bs excuse about this and that. This company needs to own up to their bs services!
Business Response
Date: 07/31/2024

July 31, 2024

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

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

, ** 77532

Case Number:22019763
Date of Notice:July 21, 2024

Dear Sir/Madam:

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

Ms. ***** area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. ************ was without electricity until July 8, 2024, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on July 9, 2024, by repairing the damaged fiber at the headend. However, interruption of service continued at Ms. ***** residence. On July 25, 2024, a damaged temporary line was replaced and on July 29, 2024, equipment adjustment was performed at the node. On July 30, 2024, I spoke with ************ and confirmed services were restored and working correctly.

A total service adjustment credit was applied for the loss of service, which will reflect on the August 13, 2024, billing statement, the details are as follows: credit applied on July 16, 2024; and credits applied on July 30, 2024. 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 Relations
Customer Answer
Date: 07/31/2024
[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:07/20/2024
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 signed up for xfinity 2 GB service in June of 2024. After 2 days of buffering on the ** and max ******** speeds of only 300 MB I decided the quality of the service was lacking, even after an xfinity tech came out. Anyway I was told there would be no charge because the service was canceled within 30 days. They charged $120 to my credit card which I called about and they said they would refund. It is now midway through July and they have not returned my $120 charge. I would like this returned.
Business Response
Date: 07/31/2024
July 31, 2024

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

Re: *********************
2026 **** Court
Marietta, ** 30062

Case Number: 22019651
Date of Notice: July 21, 2024

Dear Sir/Madam:

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

Our records indicate that on June 5, 2024, ************************* accepted and approved an order, via web portal, for the Gigabit Internet X2 and xFi Complete at a promotional rate for 24 months effective June 5, 2024, to June 9, 2026, which would have increased to the retail rate on June 10, 2026, and a Xumo box at no additional cost. On June 21, 2024, **************** canceled his service due to being displeased with the internet service. Because **************** fell under the 30-day money-back guarantee, **************** was not charged for service.

Because **************** was enrolled in AutoPay and EcoBill paperless billing and received his June 7, 2024, billing statement with a balance before **************** canceled his services on June 21, 2024, Mr. ******* credit/debit card was debited on June 28, 2024. On June 28, 2024, a credit was applied to the account to clear the balance on the account after disconnection on June 21, 2024. The account was canceled within the first 30 days and fell under the 30-day money-back guarantee period.

On July 22, 2024, I spoke with **************** and confirmed the information above. There was a credit balance and all equipment had been returned. On July 22, 2024, I have generated a ticket for a refund to be processed. On July 25, 2024, our refund team processed a reversal of funds to the credit card on record.

On July 26, 2024, I spoke with **************** and advised that the payment has been reversed to the card ending 3003 on July 25, 2024. **************** must allow three to five business days for the funds to be available. I have provided the number for the refund support team, ONBE, at **************. 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 Relations

Customer Answer
Date: 07/31/2024
[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:07/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We began services with Xfinity in January 2023 and have been experiencing Cable connectivity issues ever since. We perform system resets almost daily, and we are tired of it. We contacted Xfinity and informed them of the issue on July 5, 2024. The technician came to the home on 7/13/2024. He tested the system, and we thought he resolved the issue. Five minutes after he left, the cable stopped working. We immediately contacted the technician by phone, but it was too late, and he was en route to his next client. I received a text message from *****************************, Supervisor for Xfinity Technician. After I explained the issue to him, he sent out a new technician on Monday, July 15, 2024. This technician rewired the cable line from the street to the house and also changed a few wires on the outside of the home. On Tuesday, 7/17/2024, I contacted ***************************** via Text and explained that the issue was unresolved. ***** recommended that I change the main cable box. On Saturday, 7/20/2024, I drove to the Xfinity store and changed the cable box. After reconnecting the service, the issue was still unresolved. I sent ***************************** a message via text "Hey, listen, we are having issues with our cable service, and it seems to be ongoing. I changed cable boxe as you recommended and nothing has changed. We are entirely over it. I'm going to contact Xfinity to cancel our service." Afterward, I contacted Xfinity I asked to speak to a supervisor. I was transferred to placed on hold. I waited on hold for 45 mins before I hung up.
Business Response
Date: 08/01/2024
August 1, 2024

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

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

Case Number:22019553
Date of Notice:July 20, 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 ********************* several times to discuss the concern. Unfortunately, my attempts were unsuccessful. Our records reflect that on July 13, 2024, an appointment was completed at which time the technician replaced the splitter at the drop. The signal levels to the equipment reflect as being within the appropriate specifications. On July 31, 2024, a credit was applied to the account for the July 4, 2024 to July 13, 2024 service charges. The credit will be reflected on the August 27, 2024 billing statement. I apologized 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 **************.

Sincerely,

****************
Executive Customer Relations

Customer Answer
Date: 08/02/2024
Sorry I missed her call please call me at ************
Customer Answer
Date: 08/05/2024
[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: 22019553

I am rejecting this response because:

Sorry I missed her call please call me at ************

Regards,

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

Customer Answer
Date: 08/06/2024
Our Cable issues have NOT been resolved. The techs and supervisors have stopped communicating with me. We pay thousands of dollars and are unable to use the service fully. We need a full resolution or we need to cancel our service without penalty. I am tired of dealing with this issue.
Customer Answer
Date: 08/06/2024
I contacted **************** - Executive Customer Relations. I left a message on her voicemail explaining that the issue has not been resolved. I gave her my contact information to discuss further. As I stated earlier we are still having communication issues with our cable. We are unable to utilize the service with out constant interruption.
Business Response
Date: 08/12/2024

August 12, 2024

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

Re:       *********************
            ******************
            **************, GA 30087

              Case Number:                    22019553
            Date of Notice:             August 5, 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 7, 2024 and August 8, 2024, I attempted to contact **************** via telephone without success. On each occasion, I was unable to leave a message due to the voicemail box being full. I also attempted to contact **************** via email on August 8, 2024 without success. **************** was provided with direct contact information to utilize should she require additional assistance. 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 **************.

Sincerely,

****************
Executive Customer Relations
**************
Customer Answer
Date: 08/13/2024
[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: 22019553

I am rejecting this response because: My internet service has now been fixed. I've filed this complaint and have made Comcast aware of this issue over a month now. I've contacted ****** 3 to 4 time in the past week and have left messages. I was sent an email on August 8, 2024 requesting the name on the account, service address and account number. I provided that information. I'm being billed monthly ($287.00) for a service i am unable to use and again the cable service is not working properly.

Regards,

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

Business Response
Date: 08/20/2024

August 20, 2024

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

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

Case Number:22019553 - Rebuttal
Date of Notice:August 14, 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 14, 2024, a service visit was completed, during which time the technician diagnosed and corrected the service issue by replacing the defective connector at the drop. We confirmed the signal levels are within specifications.

On August 14, 2024, I spoke with **************** and confirmed services were working better since repair. As a courtesy, I advised ****************** would follow up with him on August 19, 2024, to confirm services with TV remained working properly.

On July 31, 2024, a credit was applied to the account to cover services charged from July 4, 2024, to July 13, 2024. On August 14, 2024, an additional credit was applied to cover one month of video services. The credits will reflect on the August 27, 2024, billing statement.

On August 20, 2024, **************** confirmed via e-mail that his services continued to function correctly. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

****************
Executive Customer Relations
Customer Answer
Date: 08/28/2024
[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:07/20/2024
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.
We have been with Xfinity/Comcast Internet for over 4 years. The past 2-3 yrs we have had consistent Internet connection issues (outages, loss of connectivity, and etc). We pay for premium gigabyte Internet and we barely get what is promised. Also, we have had some small adjustments but I feel they refuse to actually fix the issues. There's been times they said there was worker out when there was no one around. And, we have had technicians come to the home and try to say there's nothing they can do given it's an issue with outside equipment and the plant needing upgrades. I'd like some type of resolution because we need gigabyte but I'm paying for a service that is barely on par to internet essentials that they offer. We tried that plan and we were offline a high percentage of the time and more than where we are now..I'd really like to get some help. I've been more than nice and patient, as well as have tried to stay understanding. But after almost 4 yrs, there have been no changes besides them trading out our modem or the technician will come out and try to re connect. I'm fed up with continuously reaching out. They have noted and memos based on the notes. So they are aware of the issues just not fixing them properly.
Business Response
Date: 08/07/2024

August 7, 2024

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

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

Case Number:22019535
Date of Notice:July 20, 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 e-mail several times. While my attempts were unsuccessful, our records confirm that on July 17, 2024, our maintenance team installed a noise trap and balanced signal levels on the node. Upon receipt of this complaint, the signal levels at ****************-Candlers location were verified to be within Comcast specifications. On August 7, 2024, a credit was applied to the account for the recent service issues between the 15th and 17th of July 2024. The credit will appear on the August 10, 2024, billing statement. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.

I trust 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:07/20/2024
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.
Im writing a complaint here as xfinity mobile appear to be unable to resolve my issue and also appear to be limited in what they can do.I signed up to a promotion with xfinity mobile for $30 mobile service for 3 lines, the total amount would have been $30 for each bill.This occasion I also have an activate fee for $25 for each line. My total bill should have been around $100 with taxes.after wasting an hour on a phone call with them to see why my bill was $165.00 I was told it was because the promotion does not start until the second month? Now I might not be a contracts expert but when you sign up to a promotion with a company, you are signing up to what the promotion was and not their standard billing until they decide that they are applying the promotion. Ive never heard anything like it and I explained this to them yet they were telling me that this is how their system works, now there was never any conversation to say your on standard rates until the promotion starts and who would sign up to something based on a promotion they sign you up to that starts after a month of you joining?*** said this needs to be resolved yet they are unable to resolve it through credits or manually changing the start of the promotion but it appears to be a system driven activity which is billing everyone! Who signs up to this their standard rates for the first month.This isnt legal and Im sure a lot of people have fallen foul of this, this is a bad business practice and I want what I signed up for now and not in a month or whenever xfinity decide to apply it
Customer Answer
Date: 07/30/2024
I received a call from the business
They said their business practice and all businesses dont apply promotional offers within the first month or two due to systems on their side, they said they would offer me $20, which I declined.
They also said that they have corrected my initial bill and my promo should be added now.
I complained about the fact Ive spent 4 1/2 hours sorting out their problem not mine and I was told that my time was only worth $20.
very poor business and dishonest business practice.
Business Response
Date: 08/07/2024

August 7, 2024

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

Re:*****************************
26118 Lazywaters Drive
******************

Case Number:22019348
Date of Notice:July 20, 2024

Dear Sir/*****:

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

Xfinity Mobile records confirm on June 20, 2024, ********************** initiated Xfinity Mobile services when he activated three bring your own device (BYOD) lines of service, subscribing to the ************** plan. At the time customers could qualify to receive a monthly discount per line for 10 months. Customers were required to activate a BYOD line of service on an unlimited service plan and transfer a number from another provider. ********************** satisfied the requirements for three lines of service.

At that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line. Education has been provided to ********************** regarding the three BYOD promotions and that only one BOGO promotion can be active on an account at a time.

It can take up to two billing cycles before promotions are visible to the billing statement. On July 20, 2024, a statement generated with three line activation fees, which will occur each time a new line of service is established. The line activation fees are considered a valid charge. ********************** contacted customer care to inquire about why the expected promotions had not been applied to the account. ********************** was advised that the promotion had been applied to the second bill going forward. On July 20, 2024, a courtesy credit was applied to the July 20, 2024, bill cycle.

On July 23, 2024, a credit was applied as a courtesy to offset the expected promotional difference on the July 20, 2024, bill cycle. I contacted ********************** to discuss his Xfinity Mobile concerns. I advised ********************** that all credits had been applied to the July 20, 2024, bill cycle and I advised him that the upcoming bill due September 9, 2024, is accurate with the proper promotions applied. ********************** requested additional compensation for the time to resolution. A credit was offered, and ********************** respectfully declined. 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,

**************
Xfinity Mobile Executive Relations

Customer Answer
Date: 08/07/2024
[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: 22019348

I am rejecting this response because: I was not given any details about only one promotion can be applied? What are we suggesting now that my bill is no longer what was agreed?
youve gone and said in the response that the promotions take two billing cycles to apply, so for everyone elses benefit reading this, you pay their standard rates for the first bill and then if their systems have applied the promotion you may pay that from the second billing cycle but as said, my concern was this was never said and Ive spent 4.5 hours on the phone sorting this out and I was told my time is not worth $20.00

very poor customer service, Ive never been so perplexed in my life with how they operate and yet explain to me as though this is normal.
extremely disappointing and I cannot recommend them, their organization is to big and there is zero accountability.

Regards,

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

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