Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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:07/20/2024

  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 switch cell phone company to xfinity mobile I place my order over 3 time they take money out bank than cancel say a issue with my ID I got the store give them my to download and still did work I been the phone for hours

  Business Response

  Date: 07/31/2024

  
  
  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
  *******************************************************************
  
                 Case Number:                     22019132
                 Date of Notice:             July 20, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ********************************, regarding Xfinity Mobile service.
  
  On July 24, 2024, I spoke with ******************** regarding their Xfinity Mobile concern. ******************** placed a Xfinity Mobile order on July 17, 2024, followed by additional orders between July 19, 2024, and July 20, 2024. All the orders required order verification;and failed the review process. On July 24, 2024, we assisted the customer with placing a ********************** order for the desired devices and advised her to wait until further instruction was provided prior to submitting the requested documentation.
  
  On July 25, 2024, the Investigation Operations Team confirmed that the previous Xfinity Mobile orders were canceled due to failing the review process because of an unclear image submitted.
  
  ******************** submitted an unclear image prior to our follow up, which caused the order from July 24, 2024,to be canceled. On July 25, 2024, we followed up with ******************** and advised that the manual review process for the Xfinity Mobile order placed on July 24, 2024,failed and the order has been canceled as it was determined that the image submitted was blurry, not clear which caused the orders to fail the review process. We advised her that we are unable to bypass the order verification process and/or manually review the order.
  
  ************************ had redeemed a Switch to Xfinity Mobile for $300 off any iPhone 15 model Xfinity Reward on July 17, 2024, and applied the code to the original Xfinity Mobile order. Xfinity Rewards codes are valid for a one-time use and can only be used once per account.
  
  We offered a one-time courtesy credit in lieu of the Switch to Xfinity Mobile for $300 off any iPhone 15 model Xfinity Reward if a Xfinity Mobile order was placed and passed the Order Verification process had been completed prior to July 30, 2024. ******************* did not place a new Xfinity Mobile order therefore no credit is warranted.
  
  On July 25, 2024, we advised ******************** that she was welcome to place a new order by calling the Xfinity Mobile Care Team at ************** or visiting a local retail store. ******************* is encouraged to visit *********************************************************************** to view current available promotional offers at any time.
  
  We provided the following suggestions to reduce the glare:
  - Do not use flash, use natural lighting
  - Hold phone parallel to ID
  - Capture all corners
  - Use solid background
  - Have ID flat on surface
  - Focus camera on ID before capture
  
  We advised that she may use a valid state-issued ID, Driver's license, or Passport book to confirm identity for Xfinity Mobile orders.
  
  I trust that 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,
  
  **************
  XM Executive Resolutions
  ************** Extension *******

• 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.

  Comcast agreed to give me the *** network as a courtesy for yanking Bally sport off the air. The representative didn't note my account as I did insist for him to do so. I have asked them to pull the recording. They said thatvi consented to the change. It is in their policy that the customer always have to consent to the change weather courtesy or paid. The bottom line the representative lied to me as a customer and they are trying to make me pay an additional $139. I will not pay that because that was not the agreement.

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re: *******************************
  ***************************
  ********************
  
  Case Number:22019090
  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 s. *******************************.
  
  Our records indicate that ******************** currently subscribes to ************ The Regional Sports Network Fee is an itemized charge that appears on customers bills. The Regional Sports Network Fee is not a government-mandated fee and will increase from time to time. It is based on our costs of providing the regional sports networks that we carry on our cable systems in each area. These costs include the fees that regional sports networks charge us to carry them on our cable systems, fees that are among the fastest growing components of our programming costs. The Regional Sports Network Fee is not included as a part of pricing under a promotion or minimum-term agreement and can increase during a promotion or minimum-term. Because Ms. ********* Xfinity TV Service includes regional sports programming, he is charged the Regional Sports Network Fee.
  
  On April 30, 2024 at 11:59 p.m. Eastern Time (ET), our agreement with Diamond ************ (DSG) to carry its regional sports network (RSN) Bally Sports expired. As a result, we are no longer authorized to carry Bally Sports with Xfinity or Comcast Business, including any related programming on Xfinity Stream. Weve been flexible with DSG, who is in bankruptcy proceedings, but have been unable to reach an agreement thats fair for our customers. Customers will be notified of the contract expiration by email.
  
  Comcast is committed to providing customers with the best value and most viewing choices. However, as programming costs continue to increase significantly, we are looking at our contractual rights to move channels as a way to help us reduce those costs while continuing to make those channels available to customers who want to watch them. These are not easy decisions, and we know that some customers will be disappointed. We understand choice is important to our customers, and these channels will continue to be available but in a different package. 
  
  On June 6, 2024, a credit was applied to Ms. ********* account for the Regional Sports Fee which was reflected on the billing statement dated June 26, 2024. On July 9, 2024, a credit was applied to Ms. ********* account for the Regional Sports Fee. On July 22, 2024, I spoke with ******************** to advise her of the above information. On July 22, 2024, ******************** received a courtesy credit for the Major League ******** ***** billed on May 1, 2024 which was accepted via text message. 
  
  On July 26, 2024, a credit was applied to Ms. ********* account for the Regional Sports Fee. The credits were reflected on the billing statement dated July 26, 2024. I verified that the account is being billed correctly for the subscribed services and has received the appropriate amount of credit for the removal of the Bally Sports Network. 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 
  
  

• 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 cancelled XFinity a month ago, after a while of having them. I never got any of their equipment from both addresses I used them from, always the equipment that was already at the place I was renting. I decided to leave their services for randomly doubled the price out of nowhere. With that in mind I left them immediately because that was shady. I just got a bill now for $120 after a month of being away for Unreturned Equipment. I never rented or got equipment ever so I talked to customer service. Im talking to them now hopefully they at least take it off. But I believe Ill get no money back for repercussions for making up an expense I owe. I think Im entitled being forced to take 2 hours of my day waiting on customer service to make sure I dont owe money. I think its unfair a large company can just charge customers money for nothing and only reason theyre not getting mine is because I complained. Id like compensation for this.

  Business Response

  Date: 08/05/2024

  August 5,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:                       Case Number:                      22019019
              Date of Notice:             July 20, 2024
  
  
              *************************
              *************************************************
              **********, ** 17554
  
  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 on May 2, 2022, ************** began service at the above address as a transfer of service from account ending in 5351. ************** services included Performance Pro Internet which included a 12-month agreement effective May 2, 2022, through May 2, 2024. The package also included a 24-month promotional rate effective May 2, 2022, through May 1, 2024, and then a 12-month promotional rate effective May 2, 2024, through May 1, 2025. ************** also had one Xfinity Flex box at no charge.
  
  On June 11, 2024, ************** disconnected services with a stop bill date of June 1, 2024. On July 11, 2024, ************** was a assessed an unreturned equipment charge as the Xfinity Flex box was not returned. This is reflected on the billing statement dated July 11, 2024.
  
  Although we have no record of the Xfinity Flex equipment being returned to Comcast. On August 1, 2024, the equipment was removed from **************** account as a courtesy. On August 1, 2024, the unreturned equipment fee was removed from **************** account that updated the account to a credit balance. No further billing statement will be sent regarding the equipment.
  
  ************** can expect an e-mail notification once his credit balance has been processed to a refund. Please allow up to 15 days to receive the e-mail notification once the credit balance has processed off the account. 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: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 am using // to indicate new paragraphs because the BBB website doesn't show paragraph spacing.)// I canceled Xfinity service on Thursday, 7/4, and dropped off all my equipment at the Xfinity store in ****************** on Friday, 7/5 (I also confirmed my services were canceled when I dropped off my equipment.)// Because I canceled service shortly after I transferred service to my new address, which starts with 6890, all my previous bills are linked to my previous address, which starts with 1000. When I log in to the Xfinity website, it defaults to the 6890 address, but I need to be able to switch to the 1000 address.// When I click "Switch account" to access the 1000 address (like Xfinity's support article says to do: *****************************************************************************************), the page refreshes, but nothing happens. As a result, I am unable to see any of my previous bills or payments.// I need to know which dates of service I paid for on my most recent bill, dated 6/14 and paid on 6/14. I never received an email confirming my payment, but Xfinity debited my account on 6/14. ********************** should send an email confirmation every time a customer makes a payment, and this email should show which dates the customer is paying for.// I also need an email breaking down my final bill, including my early termination fee of about $100.// Also, almost every time I've called Xfinity for help, a rep has aggressively pressured me to sign up for Xfinity Mobile and has kept pressuring me even after I said "no" multiple times, which indicates an unhealthy tone at the top. I wonder if some Xfinity reps have taken advantage of old people.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *************************
  GA 30328
  
                  Case Number:                      22018942
              Date of Notice:             July 20, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On August 1, 2024, I communicated with ****************** via email regarding her concerns. For the account number ending in 3005, our records indicate that the billing statement dated June 13, 2024 reflected a balance owed that was scheduled to process via automatic payment on July 4, 2024. On June 14, 2024, ****************** made a payment that reflected on the billing statement dated July 5, 2024.
  
  On July 2, 2024, ****************** requested to disconnect the account. On July 5, 2024, the account was fully disconnected effective that same day. The disconnection of the account resulted in a credit balance.
  
  On July 19, 2024, a refund was processed for the credit balance to the last payment method on file. This will reflect on the August 5, 2024 billing statement. The refund would be received within three to five business days depending on the financial institution. On July 24, 2024. ***************** confirmed via email that she had received notification from Apple Pay that the refund had been processed to her account.
  
  For the account number ending in 4561, our records indicate on July 2, 2024 an order was received to establish service. However, on July 4,2024 the order was cancelled and the service was never activated. There is no record of an early termination fee or any service-related charges as the account was never active, and no balance is owed.
  
  Lastly, the username associated with ****************** account is disabled/inactive. As a result, ****************** is unable to view the account online. On August 1, 2024, I sent the billing statements dated June 13, 2024 and July 5, 2024 for the account ending in 3005 to ****************** via email. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that 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: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.

  On 4/6/24 I went to my local Xfinity store to purchase a new phone and trade in my old phone. I traded in my iPhone 13 Pro *** for an iPhone 15 Pro ***. While at the store, the representative, **** took my phone, had me erase all the data and she collected it for trade in. I was told it would take about four weeks to receive a check and on May 7 I still havent received anything so I contacted Xfinity online to ask about the status of my trade-in. I was told that there was no record of me ever trading in my phone and I would need to go back to the store to see what was going on. On May 9, I returned to *************** Xfinity store and spoke with a man that told me they also had no record of me trading in my phone either. **** was at the store at this time and was very disrespectful raising her voice at me saying that she never took a phone from me and I said that I would wait and they could review the cameras from April 6 because I sat in store and gave her my phone. After further review by someone who claimed to be a manager, they were able to locate my trade-in. They provided me with the trade-in return tag and transaction information and advised me in the next four weeks, I should receive a check. It is now July ********************************************************** Xfinity for my trade-in valued at $348. I tried Xfinity again online and they told me again theres no record of the trade-in and I would need to go back to the store to see what the status was. I am not continuing to go back to the store to try and correct XFINITY mistake. I would like my phone returned to me or my check. If neither are received I feel I may need to seek legal action for remediation. RMA: XMTI53350000451678 IMEI of phone traded in: ***************

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************
              ******************
              ******, MD 21921
  
                  Case Number:                      22018918
                  Date of Notice:             July 20, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  On April 6, 2024, ************************* purchased an iPhone 15 Pro **** At that time, Xfinity Mobile offered a promotion through which eligible customers could receive compensation via check if they traded in an eligible device.
  
  ************************* satisfied the promotional requirements. Xfinity Mobiles trade-in partner, Assurant, mailed a check to ************** service address on file. ************ stated that she did not receive the check. A stop payment was applied to the initial check and a new check was issued. ************ should allow 1430 days to receive the new check.
  
  Upon receipt of this complaint, I contacted ************ and explained the above information. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist
  
  
  

  Customer Answer

  Date: 08/09/2024

  [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.

  Comcast has increased my bill from ***** to ***** without any notice. They explained it was a promotion that expired, but that was not the case due to limitations of internet speeds located in my living area. They explained that I should pay this because i am now getting 800 Mbps versus to 350 Mbps, but the issue in our area is that we could NEVER receive a stable connection speed above 300 Mbps in our area and this was confirmed by their technicians' multiple times. I do not have a problem paying for something that I would be getting but that IS NOT THE **** HERE. We do not even reach 50% of this 800 Mbps they state that I'm getting here. I want my account to go back to ***** for the amount of speed that was tied to this billing statement

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *****************************************
              ****************************
              **********, ** 20106
  
                  Case Number:                      22018606
              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.
  
  On August 1, 2024, I spoke with Mr.********* regarding a billing concern. Our records indicate that on May 29, 2021, Mr. ********* entered into a 36-month tiered Performance Internet promotion with a 24-month term contract effective from May 31, 2021 through May 31, 2023. The performance Internet with Blast speed upgrade promotion was effective from May 29, 2021 through June 9 2024. On June 10, 2024, the promotion transitioned to a second-tier rate effective through on June 9, 2025.At the conclusion of the promotion, standard retail rates will apply.
  
  On July 31, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by determining Mr. *********s router is the cause of the speed concerns. On August 1, 2024, I spoke with Mr.********* and verified that services are working correctly.
  
  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

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *****************************************
              ****************************
              **********, ** 20106
  
                  Case Number:                      22018606
              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.
  
  On August 1, 2024, I spoke with Mr.********* regarding a billing concern. Our records indicate that on May 29, 2021, Mr. ********* entered into a 36-month tiered Performance Internet promotion with a 24-month term contract effective from May 31, 2021 through May 31, 2023. The performance Internet with Blast speed upgrade promotion was effective from May 29, 2021 through June 9 2024. On June 10, 2024, the promotion transitioned to a second-tier rate effective through on June 9, 2025.At the conclusion of the promotion, standard retail rates will apply.
  
  On July 31, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by determining Mr. *********s router is the cause of the speed concerns. On August 1, 2024, I spoke with Mr.********* and verified that services are working correctly.
  
  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

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *****************************************
              ****************************
              **********, ** 20106
  
                  Case Number:                      22018606
              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.
  
  On August 1, 2024, I spoke with Mr.********* regarding a billing concern. Our records indicate that on May 29, 2021, Mr. ********* entered into a 36-month tiered Performance Internet promotion with a 24-month term contract effective from May 31, 2021 through May 31, 2023. The performance Internet with Blast speed upgrade promotion was effective from May 29, 2021 through June 9 2024. On June 10, 2024, the promotion transitioned to a second-tier rate effective through on June 9, 2025.At the conclusion of the promotion, standard retail rates will apply.
  
  On July 31, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by determining Mr. *********s router is the cause of the speed concerns. On August 1, 2024, I spoke with Mr.********* and verified that services are working correctly.
  
  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

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *****************************************
              ****************************
              **********, ** 20106
  
                  Case Number:                      22018606
              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.
  
  On August 1, 2024, I spoke with Mr.********* regarding a billing concern. Our records indicate that on May 29, 2021, Mr. ********* entered into a 36-month tiered Performance Internet promotion with a 24-month term contract effective from May 31, 2021 through May 31, 2023. The performance Internet with Blast speed upgrade promotion was effective from May 29, 2021 through June 9 2024. On June 10, 2024, the promotion transitioned to a second-tier rate effective through on June 9, 2025.At the conclusion of the promotion, standard retail rates will apply.
  
  On July 31, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by determining Mr. *********s router is the cause of the speed concerns. On August 1, 2024, I spoke with Mr.********* and verified that services are working correctly.
  
  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

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *****************************************
              ****************************
              **********, ** 20106
  
                  Case Number:                      22018606
              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.
  
  On August 1, 2024, I spoke with Mr.********* regarding a billing concern. Our records indicate that on May 29, 2021, Mr. ********* entered into a 36-month tiered Performance Internet promotion with a 24-month term contract effective from May 31, 2021 through May 31, 2023. The performance Internet with Blast speed upgrade promotion was effective from May 29, 2021 through June 9 2024. On June 10, 2024, the promotion transitioned to a second-tier rate effective through on June 9, 2025.At the conclusion of the promotion, standard retail rates will apply.
  
  On July 31, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by determining Mr. *********s router is the cause of the speed concerns. On August 1, 2024, I spoke with Mr.********* and verified that services are working correctly.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********************
  Executive Customer Relations

• Initial Complaint

  Date:07/20/2024

  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 have been without service, internet and tv since July 7 due to hurricane *****. I have understood that service issues happen but how Ive been treated and neglected by Xfinity customer service is unacceptable. I have called approximately 10 times since 7/15 and have been hung up on 3 times, lied to multiple times and they refuse to send a tech to my house to fix an issue that will take less than 10 minutes to resolve. I was told on 7/18 that a tech was scheduled for 7/19 and I needed to be home. I took off of work and waited the entire day and no showed up. I called many times to find out where they were and I was assured they would show up but never did. That was 12 overtime hours I lost. On the third call I made on 7/19 at approximately 7:45 pm to see where the tech was, the customer service representative was extremely rude and hung up on me again. I have spent approximately 3 hours or more in the phone trying to resolve this issue. I was also lied to multiple times saying there was no service in my entire area and an appointment could not be made. I went to all my neighbors houses and asked if they had tv and internet up and running and they all said yes (they also have Xfinity). I was even given the work order number verifying the appointment on 7/19. It is unacceptable to treat customers they way I have been treated and ********************** should be ashamed of themselves. It has been two weeks without service and I have to have internet. I need my services restored immediately and compensation for all hours lost at work and spent doing Xfinitys job.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************
              *************
              ************, ********
  
              Case Number:              22018554
              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.
  
  Mr. ****** area was impacted by a Hurricane ***** that resulted in the interruption of communications and utility services for thousands of customers. The node servicing Mr. ****** area was without electricity until July 23, 2024, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on July 23, 2023. There was a secondary outage between July 27, 2024,and July 29, 2024; however, this one was resolved on its own prior to maintenance investigation.
  
  Due to the area wide issues and safety concerns for our employees and customers due to the hurricane, ********************* normal response times to service issues were severely impacted and dates/timeframes were unable to be guaranteed.
  
  In addition, on July 30, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by they found an aerial service line that was spliced in the middle and not connected to the home properly. The technician replaced the service line, attached it to the home with correct hardware, and made sure it was bonded properly. On July 31, 2024,I spoke with ************** and verified that services are working correctly.
  
  On July 31, 2024, I spoke with ************** and advised credits were applied for the loss of service on July 26, 2024, and July 31, 2024, credits were applied to the account for the loss of service. The credits will reflect on the August 11,2024, 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 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.

  Ive been a loyal Xfinity mobile customer for past 6+ years. Their ability to resolve customer issues either through chat or phone service is ridiculously pathetic. Multiple billing issues but no credits offered for Xfinity system issues and mistakes. Their chat representative changed one of pay per gig line (ending with 0918)to unlimited without my consent earlier 4-5 months back. I asked him to change it pay per gig in same session. He mentioned yes and it will reflect in 24 hours. From then it was never changed back to pay per gig plan despite several chat sessions again and again and multiple attempts to change online. System always throws error unable to process changes. I ended up paying unlimited price with ABSOLUTELY zero usage of data on this line. Its close to around $120 paid on this line for past 4 months just because of Xfinity system issues and their service team in capabilities to fix the issue. Other issue is with adding a new line on same apple iPhone device. When placing an order it took ( secondary imei of same phone that has been activated with another Xfinity line with primary imei). After chatting with online chat representative they clarified that they cant keep two lines on same device. They agreed to reversal the new line setup fee but that fees showed up in bill again. It's frustrating to deal with Xfinity in resolving these multiple billing issues. Need an immediate resolution of this.

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***************************
               PA  18964
  
                Case Number:              22018505
                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 ***************************.
  
  On July 24, 2024, I spoke with ******************** regarding his Xfinity Mobile concerns. Xfinity Mobile records confirm on May 23, 2024, Mr. ********* line with the mobile number ending in ***** was switched from a 10 GB By the Gig shared data plan for $60.00 per month to an ******************** plan for $30.00 per month. On July 20, 2024, this line was switched to a 1 GB By the Gig shared data plan for $20.00 per month.
  
  On July 20, 2024, a credit of $30.00 for Mr. ********* line with the mobile number ending in ***** was applied to the July 20, 2024 statement. On July 24, 2024, a refund of $30.00 was initiated to the payment method on file. ******************** can expect the refund within three to five business days, depending on the financial institution.
  
  On July 20, 2024, mobile number ending ***** was activated. On July 24, 2024, the line was ceased per Mr. ********** request. On July 24, 2024, as a courtesy, a credit of $25.00 was applied to the August 19, 2024, bill cycle for the line setup fee. Education was provided to ******************** Xfinity Mobile only allows one mobile number per device on an account. Should he need an additional line of service he would need to add a line. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  ************** Extension *******

• 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 lost my business internet connection on 07.05.2024 because of technical issues. I have ***orted several times but each time **** told me there is an outage because of weather! After 3 days I have found what's the problem it was not outage because somehow my internet cable cut or broken! And my neighbor has an internet but I don't have it! I ***orted this again and finally I got service appointment for July 19th!!! They said it's too late but all the team are busy! July 18th I received a text message technician will be there aroud 1 pm! On July 19 th I received a call at 2:31 and *** told me technician will be late and is it ok for me, I said ok! I have no connection almost 2 weeks! My business is online sales! Without internet I can not do anything! But end of the day nobody showed up! I have called several places then finally I have talked a supervisor and she told me she can not do anything and setup another appointment on July 27th! Im still without internet connection! Xfinity did not fixed the problem last 2 weeks and delayed me 1 more week!

  Business Response

  Date: 08/12/2024

  August 12,2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       Huzeyfe *****
              ***********************
              ********, ***********
  
  Service Adress:             *****************
  Suite A
  *****************
  
                 Case Number:                     22018447             
              Date of Notice:             July 20, 2024
  
  Dear *** or Madam:
  
  This letter 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 phone and email. Contact attempts were made on July 22, 2024, August 1, 2024, August 6, 2024, and August 8, 2024.Although I was unable to reach **************, a review was completed on the account.
  
  A ******************** Business Technician was dispatched to Mr. ****** business on July 19, 2024,and July 27, 2024. Technical Operations Leadership confirmed ************** was not onsite, nor could they reach him by phone in both instances. Per Comcast Business records, the Comcast Business internet modem is online and is passing traffic.
  
  I apologize for any inconvenience that may have been caused, while attempting to resolve this matter. I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  Samanths M.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/20/2024

  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 was without service for internet/tv for 9 days. Comcast/Xfinity will only credit the consumer for a maximum of 7 days per their online request for an outage refund. I have attempted numerous times to call and speak to an actual person but only can obtain a recorded message telling me there are continued outages and no representative can talk to me until the outages are fixed!! This is outrageous as I sprang $269/per month on my services and cannot obtain a refund. I am beyond frustrated at the lack of customer service from a ********************** company!!! My monthly bill is auto debted from my account and I want a refund now!!

  Business Response

  Date: 08/02/2024

  
  August 2, 2024
  
  
  Better Business Bureau
  *******************************************************************************************************
  **********************
   
  Re: ***********************
  *******************;
  Apartment 206
  *****************
  
  Case Number:22018217
  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.
  
  On July 8, 2024, Ms. ******* area was impacted by Hurricane *****, resulting in loss of service to multiple costumers. While there were multiple contributing factors, the primary cause of the outage and delay of service restoration was due to electrical power outages. Service was out from approximately 10:06am CDT on July 8, 2024, to 3:03pm CDT on July 20, 2024. 
  
  On July 23, 2024, a multiple channel outage was declared Ms. ******* area. Subsequently, on that same day, the multiple channel outage was declared resolved after the maintenance team completed the repair of the fiber plant on the node.
  
  On January 24, 2024, I spoke with **************** regarding compensation request and concern of not able to go through the Comcast Enterprise Interactive Voice Response (eIVR) system multiple times and speak with a representative due to high call volume. I have informed **************** that this concern has been referred to management for review.
  
  During our conversation, **************** verified that the services are working properly. I informed **************** that credits were applied to the account on July 20, 2024, for loss of services. Additionally, I applied credit to Ms. ******* account for loss of services. The credits reflected on Ms. ******* July 28, 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 at **************.
  
  Sincerely,
  
  
  ***** ********
  Case Manager | Executive Customer Relations