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.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

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:07/18/2024

  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.

  Xfinity Mobile has been regularly dropping calls and alerting both devices/numbers on the account that there is either no signal, or only emergency signal. As of today (7/18/24), one number on the account cannot make any outbound or receive any calls, and one number is consistently dropping calls without being alerted as to why. In all attempts to call in for technical support, the automated service gives the runaround and makes pretend typing sounds while obviously being an automated voice. When the call finally reaches an agent, the call is dropped before any solution can be reached. Each time the call is dropped, no agent makes any attempt to call back to continue working on the problem.Why are we being charged for a service that does not work, and a technical support service that also does not work? Why are we bound to a contract that promises a functional mobile service when that is provably not the case? Why are no agents making any attempt to get back in touch with a client undergoing service issues, when service issues and dropped calls are clearly communicated as the issue needing to be addressed by the technical service team? Surely there should be some form of free contract break and a refund considering the falsehoods outlined in the service contract and in the assurances of the technical support team. We already had an issue that had to be brought to BBB with false advertising and a recorded technical support conversation where we were blatantly lied to about a deal we were being offered, to the extent that the nonexistent deal we were promised had to be honored. Why must we file another report with the BBB to even hope to achieve actual support on the issues we are having? Why is Comcast pleased with an absolute absence of service or customer care? Why are we being charged anything at all for the absolute inability to make calls? What service is actually being rendered if no phone calls can be completed?

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*****************
  *********************************************************************************************;
  Case Number:22008093
  Date of Notice:July 18, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity Mobile service.
  
  On July 18, 2024, I spoke with ********** regarding their Xfinity Mobile concern. ********** confirmed that his mobile devices (IMEI ending in 4741 and 9841) were working properly after troubleshooting with the Xfinity Care Team on July 18, 2024. We have confirmed the devices are active on the Xfinity Mobile network with the appropriate network features and settings for ************ Xfinity Mobile plan and devices. Our records indicate that there has been call, text, and data usage associated with both of ************ mobile lines during the last six consecutive months.
  
  When speaking with the customer on July 18, 2024, ********** provided the signal strength from his Apple iPhone device (IMEI ending in 9841) which was -103 Decibel-milliwatts and is considered low signal strength. We encourage customers to utilize Wi-Fi calling when in any area with less than optimal network coverage. Wi-Fi calling is a feature offered on most devices on ********************** that allows customers to talk and text over a Wi-Fi network if cellular service isn't available.
  
  As outlined in the Xfinity Mobile Customer Agreement, the device uses radio transmissions to access service. If the device isnt in range of a transmission signal, service may not work. Numerous things can affect the availability and quality of service, including the capacity available on the cellular network, the device, terrain, buildings, foliage, and weather. Cellular service availability is determined by the operator of the cellular network and is not guaranteed. The actual speeds of the Service will vary. Features of service that rely on location information, such as E911 and GPS navigation, depend on the devices ability to acquire satellite signals (which typically are not available indoors) and cellular network coverage. While a Device is receiving a software update, you may not be able to use it until the software update is complete. 
  
  As we understand the importance of having a strong network connection, on July 22, 2024, we informed ********** there are no service contacts with Xfinity Mobile and if another carrier better fits their needs, our Care team can assist with providing available Xfinity Mobile information required to port active phone numbers, unlock devices, and cancel services. I apologized for any inconvenience ********** may have experienced while attempting to resolve his concerns.
  
  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
  

• Initial Complaint

  Date:07/18/2024

  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.

  For 8 months I have been incorrectly charged $15/month by Xfinity for unreturned equipment that I have never had. On three separate occasions over these 8 months, I have contacted Xfinity to have these charges credited and this equipment removed from my account. Every time I have reached out, the charges have been credited, and I am ensured that the charges would not continue as the equipment has been removed from the account. Yet the charges continue. I currently have $55 in unreturned equipment charges on my account, including late fees. I have also received an automated email from Xfinity saying that if I do not pay my service will be cut off. I have now spent many hours dealing with this issue, and still have no resolution. If this cannot be resolved through the BBB, I will look into alternative legal routes to have these charges cease and to be compensated for the time and frustration, and if the service is to be cut off, any interruption to my business that operates out of my home office.

  Business Response

  Date: 07/26/2024

  
  July 26, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:  ***********************
  
          , GA 30318
  
          Case Number:    22007975
          Date of Notice:   July 18, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On July 22, 2024, I spoke with ****************** regarding his billing-related concern. Based on research, Mr. ******** ********* provides managed Wi-Fi through a Wi-Fi device or modem preinstalled in the apartment or living unit. ****************** does not need a separate modem. The modem on the account is disabled and will not work while in this status. ****************** has had an inactive modem fee applied to his account several times by our **************************** because the modem on the account is disabled and inactive. Upon return of the modem to the local office, this fee will be removed from the account, and ****************** will no longer be charged an inactive modem fee. For additional concerns regarding the equipment that ****************** *** have, ****************** should consult his apartment management.

  On July 25, 2024, as a one-time courtesy, I applied a credit towards the account to waive the inactive modem fees. The credit will appear on the August 13, 2024, billing statement. I apologized 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:07/18/2024

  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.

  We have been loyal Comcast customers and have had a connection at our site for several years. When we recently requested a site survey for upgrading our services, Comcast failed to inform us that we already had an existing active connection at the location. Following the survey, Comcast proceeded to install a new connection without advising us about the existing one.Due to this oversight, we have been billed for two separate connections for multiple years. The usage on one of the connections has been minimal as it was redundant. We requested Comcast to remove the redundant connection and provide us with a credit for the duplicate charges. However, they have refused to accommodate our request.This situation has caused us unnecessary financial burden, and we believe that Comcast should have informed us about the existing connection during the site survey. We request a resolution in the form of removing the redundant connection and providing a credit for the charges incurred on the unnecessary account.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *****************************
           MA 01731
  
           Case Number: 22007951
           Date of Notice: July 18, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Comcast Business service.
  
  I communicated with **************** on July 25, 2024, regarding the Comcast Business accounts. I did confirm that they do have two separate Comcast business accounts, a small business account that consists of Business Internet 75, a Basic Voice Line, and a Mobility Voice Line via coax. In addition, they also have an Enterprise business account, that consists of an *** (Ethernet Dedicated Internet) 100/100MB service via fiber, with five static IP address.  
  
  I explained to **************** that regarding the site survey for the *** (Ethernet Dedicated Internet) service, the survey tech would not have been looking for a coax connection, they were completing a survey to determine the scope of work needed to run a fiber connection to the location, as they are two different products.
  
  I advised **************** that it is not unusual for clients to have both services and that Comcast does not disconnect any business account without a request and corresponding documentation from the client. In my account research, I was unable to find any such request. Additionally, Comcast has been sending a billing invoice for both accounts, the small business account since 2019 and the Enterprise account since 2021, both of which have always been paid. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Comcast Business Executive Support
  
  

  Customer Answer

  Date: 07/31/2024

  [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: 22007951
  
  We believe we were led to believe by Comcast at installation that fiber was the only option at our site, when the existing account shows that this wasnt true. We have followed up with them on 25 July 2024 for additional info and have yet to receive.
   
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/09/2024

  
  August 9, 2024
  
   
  BBB of ******************* & ********************
  **********************************************************************************************************************
  
  Re:*****************************
  **************************
  ****************************
  
  Case Number:22007951 - Rebuttal
  Date of Notice:August 6, 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 telephone and e-mail. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that a Business Executive Support representative corresponded via e-mail with **************** on July 25, 2024, regarding the Comcast Business accounts. The previous representative did confirm that **************** does have two separate Comcast Business accounts, a Small Business account that consists of Business Internet 75, a Basic Voice Line, and a Mobility Voice Line via coax. In addition, they also have an Enterprise Business account, that consists of an EDI (Ethernet Dedicated Internet) 100/100Mbps service via fiber, with a 5-static IP address block.
  
  The previous representative explained to **************** that regarding the site survey for the ************ the survey technician would not have been looking for a coax connection, while they were completing their survey to determine the scope of work needed to run a fiber connection to the location, as these are two different products and services.
  
  Additionally, the previous representative advised **************** that it is not unusual for business customers to have both services and that ******************** does not disconnect any business account without a request and corresponding documentation from the customer. Our records do not indicate any request was made to Comcast to disconnect either account. Additionally, Comcast Business has been sending a billing invoice for both accounts, the small business account since install in February of 2019 and the Enterprise account since May 2021, to the same service address, which has been paid for services rendered. 
  
  If **************** is looking to have the Small Business account disconnected, he can do so by contacting ************** for assistance. I apologize for any inconvenience that may 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,
  
  
  ****************
  Business Executive Support
  

• Initial Complaint

  Date:07/18/2024

  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.

  On 11/23, Xfinity processed a false charge to my account for Showtime. I NEVER order nor do I even use their remotes (i use my own universal remotes for private services ******** hulu,etc). I never received a bill or had any knowledge until they turned my service off in March. I called and the rep "fixed" the acct and turned on service and removed all charges. Now, they turned off my service 4 times this month ( 3days in a row). I have spent countless hrs on the phone trying to get this fix AGAIN. This is criminal to charge people for services they never ordered and shut service when I pay my cable bill each month thru my association. (bulk acct). These charges need to be removed permanently and my service restored as they were supposed to be back in 11/23. I even have a ticket number ecm0008525514.

  Business Response

  Date: 07/30/2024

  July 30,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              *************************
  
                Case Number:                    22007810
                Date of Notice:             July 18,2024
  
  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, however, my attempts were unsuccessful. Our records indicate that on November 4, 2023 Showtime was added to the account via the remote control in the home. On December 31, 2023, ****************** disputed the Showtime charge stating she never ordered the service.
  
  On December 31, 2023, a courtesy credit was applied to Ms. ******** account for Showtime however the channel was not removed. The credit was reflected on the billing statement dated January 15,2024. Due to Showtime not being removed from the account ****************** continued to be billed through July 16, 2024 when the channel was removed from the account.
  
  On July 16, 2024, a prorated credit was applied to Ms. ******** account for Paramount+ and Showtime which was reflected on the billing statement dated July 18, 2024. The billing statement dated July 18, 2024 generated and reflected a past due balance. On July 18,2024, Ms. ******** services were interrupted for non-payment.
  
  On July 22, 2024, credits were applied to Ms.******** account to compensate for Paramount+ and Showtime charges from January 19, 2024 through July 18, 2024. A credit was applied to Ms. ******** account on July 22, 2024 for 4 late fees billed on the monthly billing statements from April 15, 2024 through July 15, 2024.
  
  A late fee applies when an account is past due every 30, 60 and 90 days. A late fee is applied for payments not received within 30 days of the first day of a customers billing cycle and each 30 days thereafter until payment is received. The credits will reflect on the billing statement dated August 13, 2024.
  
  The credits applied on July 22, 2024 cleared the past due balance and the services were restored shortly thereafter. ****************** was provided my direct contact number should she require additional assistance. 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:07/18/2024

  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.

  There is an orange service line running from my neighbors property to my house. It stretches across the entirety of their yard and driveway and ends at the side of my home. This is both a nuisance and liability.Here is the breakdown of all interactions:July 1st (4 outgoing calls)Spoke with several reps who attempted to fix over the phone After several unsuccessful attempts, was advised to go to local Comcast store and obtain a new router Obtained new router and upon installing it, there was no change and the service remained out Contacted Comcast to notify that the new router did not restore services and the the phone rep tried but was unsuccessful Rep scheduled a technician to come out on July 3rd July 2nd (5 outgoing calls)Called early morning and met with rep who was able to secure a technician visit on this date Technician came and ran an above-ground wire from neighbors property over to my property (leaving wire exposed to neighbors cars and the elements)Technician advised that they would escalate this with their dispatch team to ensure that the cable would be buried in no more than 14-days July 5th (1 outgoing call)Called and was advised that a service appt was being scheduled, but that no dates were confirmed July 10th (1 outgoing call)Called and was advised that an appt was scheduled for 7/15/24 and that technicians would bury the cable line on this date Received an email confirmation for this July 15th (1 outgoing call)Called to confirm that technicians would be onsite to bury the cable line, was advised that this was still the plan July 16th (4 outgoing calls)Called as no technicians called and/or showed up to property to complete the job Was advised that a technician would be onsite to complete the job today July 17th (1 outgoing call)Called as no technicians called and/or showed up to property to complete the job Was advised that someone from the dispatch team would call me back to discuss the matter No one ever called me back

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
              *******, GA 30017
  
                Case Number:                    22007801
              Date of Notice:             July 18, 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 19, 2024, I spoke with ********************** regarding her concern. Our records indicate on the line was buried on July 23, 2024. I spoke with ********************** on July 25, 2024 who confirmed the line in question was buried. I apologized for any inconvenience and overall experience 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:07/18/2024

  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.

  My Comcast/Xfinity cable service was out once again. Feel like I need to call them almost every week. They had to send someone out to fix their problem/issue with their system. When I spoke with them, I told them get someone out here or I will cancel and be happy to cancel my service. They had someone come out 3 days later to fix the issue and no one ever told me there would be a charge. They are charging me $100 for what was their issue that they fix for free or at least let me know. Their service is not even worth what I pay much less the extra charge. They need to refund me ASAP the $100 or I will cancel. They should be happy anyone still has cable.

  Business Response

  Date: 07/29/2024

  
  July 29, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *****************************
  30W181 *************
  ********************
  
                Case Number:                    22007715
              Date of Notice:             July 18, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************.
  
  On July 25, 2024, I spoke with ***************** regarding a credit request. Our records indicate that on May 29, 2024 a service visit was completed during which the technician provided customer education to resolve the service issue.On May 31, 2024 a service visit fee was applied to the account and reflected on the June 22, 2024 billing statement. A service call fee is applicable where the only resolution is customer education, reconfigurations of the wiring in the customers home, when the cause is customer-owned equipment and any repairs or replacement of customer wiring. The service call fee applied on May 31, 2024 is a valid charge.
  
  On July 25, 2024 I applied a courtesy credit to waive the service call fee. This credit will be reflected on the August 22, 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

  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. 

  ****** was pleasant to deal with and I appreciate her fixing this issue for me.

  
  Regards,
  
  *****************************
  

  
  

• Initial Complaint

  Date:07/18/2024

  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.

  On July 5th 2024 Houston was paid a visit by Hurricane *****. Due to the hurricane Internet service is still not active. Being disabled and housebound leaving my home is not an option and Internet usage is a vital part of my daily life so, through no fault of my own, and due entirely to Xfinity s inability to rectify the Internet problems, I was forced to resort to utilizing the Internet available through my Xfinity Mobile phone. As of today my Internet mobile phone bill is in excess of $600 and when calling Xfinity in an attempt to resolve the issue I was advised that they are unable to work with me and that $601.63 remains due and payable. It is not my inability to repair the Internet that created the situation and I feel concessions on the part of Xfinity should be forthcoming. I feel Xfinity is taking unfair advantage of those affected by the hurricane and, further, when calling Xfinity I am greeted by a recording advising Internet remains unavailable and then I am disconnected without being given the opportunity to speak to an actual person

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:       ********************
  ****************************
  Apartment 807
  ******** *******;77063
  
                 Case Number:                     22007590
              Date of Notice:             July 18, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ********************* regarding Xfinity service.
  
  Xfinity confirmed Ms.Wenlock area experienced a natural disaster, which resulted in an outage in the area. The July 17, 2024, invoice reflected the monthly service charge,additional usage, device payment, ********************** Care, and taxes due on August 6, 2024.
  On July 18, 2024, I spoke with Ms. ******* and explained the information above. Xfinity confirmed that service has been fully restored and on July 22, 2024, Ms. ******* was advised that as a one-time courtesy, Xfinity Mobile will bill her for unlimited data, and apply a credit for the remaining usage charge. On July 22, 2024, a credit was applied to Ms. ******** Xfinity Mobile account.
  Ms. ******* also requested to remove the Xfinity Mobile Care plan. I explained that once the feature is removed, she will be unable to add it back unless a new device is purchased. Ms. ******* confirmed understanding. Ms. ******* was also advised to use Wi-Fi hotspot, whenever possible, to avoid additional usage. Ms. ******* is aware of how to enable and disable mobile internet.
  Ms. ******* also spoke with a residential specialist on July 23, 2024, she stated that she was without Xfinity internet for one week.  ********************* area was impacted by Hurricane ***** that resulted in the interruption of communications, and utility services for thousands of customers. Due to Hurricane *****; homes and businesses in the ************ were without power or *** be affected, by damaged utility and cable lines. Customers located in the affected areas *** experience a loss or interruption of their Xfinity service.
  
  All issues have been confirmed to be resolved; by Ms. ******** during a phone call on July 23, 2024.On the same day, I issued a credit for the one week without service. The credit will be reflected on the August 6, 2024, billing statement.
  
  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,
  
  
  
  ****************
  XM Executive Resolutions
  
  
  
  

  Customer Answer

  Date: 07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********************
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  I was supposed to have credits on my account they never put them on my xfinity bills are crazy high I paid my bill and they cut my service off when the bill was paid I am also not understanding how the bills are so high

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *********************
              *****************
              ************, ** 17202
  
              Case Number:                      22007383
              Date of Notice:                     July 18, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the H33373**635**3**13639H by ************************* regarding H313131393**030**3137H 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 show **************** accepted a promotion for Gigabit extra H37333****23930****H and *********** starting July 18, 2024, and ending July 21, 2025, after which,retail rates apply. **************** also subscribes to H313131393**030**3137H Home ******** at the retail rate. The account further receives a paperless and auto-payment discount. **************** purchased a new H313131393**030**3137H Home ******** Camera on April 27,2024, which she elected to pay for in six monthly installments. On September 10, 2023, **************** entered a fixed payment plan for the then past due balance.She pays a monthly installment of the past due balance for ********************************************** her August 17, 2024, bill statement. Equipment,taxes, and fees are extra and are subject to change during the term of her promotion.
  
  On July 18, 2024, ***************** account was suspended for non-payment after she failed to pay the full past due balance on the account. Services were reinstated on July 18, 2024,after **************** paid the remaining 60+ day past-due balance. Reconnection fees were charged on July 20, 2024, and will appear on the August 17, 2024, bill. On April 27, 2024, **************** was charged an installation fee for the installation of the camera she purchased. This fee appears on the May 17, 2024, bill. The fee was credited on July 18, 2024, and the credit will appear on the August 17,2024, bill. **************** also received a service credit on May 22, 2024, which appears on her June 17, 2024, statement.
  
  Contact with **************** is necessary to address any further billing or service concerns she *** have. Further compensation is respectfully denied pending contact and a more detailed investigation of Ms. ******* concerns. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Response Team

  H313131393**030**3137H Home Licenses: AL: ******, ****** Complaints *** be directed to the Alabama ************************* of ********** **************************************************************************************, **************; AR: ****** Regulated by the ********** of ********************** ******************************************************, **************; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the ****** of ******** and Investigative Services, ********** of ******** Affairs, ***************************************************, ***********************; CT: ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS ******; FL: EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190; LVU406354; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 107-1776; ME: LM50017039; MI: **********; MN: TS674412; MS: ********; NC: 2335-CSA, **************************************************, **************; **: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: ******; **: licensed by the N.Y.S. ********** of ***** ***********; OH: LIC# **-89-1732; OR: CCB ******; SC: BAC-*****, FAC-*****; TN: ACL 1597, ACL 1604; TX: ACR-*******,-1818, B16922, B02571 Licensed by the Texas ********** of ****** Safety Private ******** Board, P.O. **************************,
  **************; UT: 8226921-6501; VA: **********, DCJS 11-7361; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211. Valid 1/1/22. See www.H3933**303731333**5H.com/home-security for current list.

  
  

  Customer Answer

  Date: 08/02/2024

  Please see attached emails I have sent and responded to his email as my cameras are not working they told me I would not be charged for the to come out and I was charged if they could look into the calls as they are all recorded I was charged 2 times of ****** each and other charges as well for cameras that was not on my account 

  Customer Answer

  Date: 08/02/2024

  Please see attached emails I have sent and responded to his email as my cameras are not working they told me I would not be charged for the to come out and I was charged if they could look into the calls as they are all recorded I was charged 2 times of ****** each and other charges as well for cameras that was not on my account 

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out my rent place in **********, and had to cancel the internet service at Xfinity. It is canceled on 24th of July, 2024. But I still receive a bill for August. I have called the customer service many times and they didnt really help me and it is really frustrating.

  Business Response

  Date: 07/19/2024

  
  July 19, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*********
  *************************************************************************************************
  
  Case Number:22007376
  Date of Notice:July 18, 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 10, 2024, ******** requested the disconnection of all services with a bill stop date of July 24, 2024. However, on July 16, 2024, a statement was generated for services from July 23 to August 22 because the July 24, 2024, disconnect date had not been reached, and the account was still active.
  
  I spoke with ******** on July 18, 2024, and explained that the July 16 statement was generated because the requested disconnection date of July 24 had not been reached, and the account was still active. ******** confirmed that she understood. 
  
  On July 18, 2024, I completed the disconnection order. I informed ******** that the rental modem would need to be returned via *** or taken to an Xfinity store to avoid any unreturned equipment fees. I also clarified that since we disconnected the account on July 18, 2024, the amount shown as owed on the July 16, 2024, statement is invalid and that there is no amount owed on the account.
  
  I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  Triston M
  Case Manager, Executive Corporate Escalations
  

• Initial Complaint

  Date:07/18/2024

  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 called and spoke to a ***resentative. She explained that there has been an increase in the amount of devices in my home causing overages. I asked her what options I had. She stated I should be ok because my plan will ***lenish in 2 days. i asked her was there any options, she told me to go around my house and to take and inventory of what i need on my wifi. she presented no possible solutions. I discover my online bill and it had and overage fees. I called xfinity I finally was able to speak to someone. its seemed as if the were not interested in my concerns so I requested to speak to management. she stated there is no manager available. I hung I called back spoke to a *** he advised me that the previous agent should have advised me of the next best option which is an upsell for the company. I could upgrade for $10 more per month to avoid any overage fees. the *** stated all this could have been avoid if the previous *** did their job correctly. he also issued a credit on the account knowing that this could have been avoided if the previous *** did their job correct. so I called corporate. I spoke to a *** who took down my contact info . the next day I get a call from **** from xfinity. he said he was my case manager. I started to explain to him my concerns. I explained to him xfinity customer service has no level of accountability of their actions. **** then proceed to tell me xfinity has a pretty accurate system calculating overage fees and I was responsible for paying the cost. I asked if he ad listen to the calls, he said no. I advised I was on a 10 minute break and can we reschedule. he totally disregard my concerns of my break time being over.its saddens me to see how a big company like Comcast has failed us while supporting Comcast in a failing economy. I even told ****.... as a consumer, all I am asking for is for fairness as a consumer struggling to make a living ,relying on xfinity services to work from home to provide for my family.

  Business Response

  Date: 08/08/2024

  August 8, 2024                                                                        
  
  Attn:Complaint Department
  Better Business Bureau
  *************************************************************************************************
  *********************
  
  Re:  *******************
  **********************************************************************************
  
  File Number:           22007351
  Date of Notice:        July 18, 2024           
  
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by ***********************.
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in ************** area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 427 GB per month.  Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each,with total overage charges capped at $100 per month.  Alternatively,customers can add an unlimited data plan for an additional $30 per month, or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).  Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.[1]  If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. ************ exceeded his 1.2 TB usage threshold in December 2023 and received courtesy month credit for this overage. ************ exceeded his 1.2 TB usage threshold again in June 2024, incurring overage charges of $10 for usage of 20 GBs over the 1.2 TB threshold. On July 24, 2024, ************ signed up for the xFi Complete promotion, which includes the unlimited data plan, and has not incurred (and will not incur) any data overage charges for his data usage from July 2024 forward.
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity ******************** Agreement,[2] Xfinity Internet Broadband Disclosures,[3] as well as its Xfinity Internet Additional Terms[4] and Xfinity Internet Acceptable Use Policy,[5] which all Xfinity Internet customers agree to abide by as part of the ********************** ******************** Agreement.  In addition, details of the policy and frequently asked questions are available for review online,[6] and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.
  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to ************ when he was approaching, had reached, and exceeded his 1.2 TB threshold.
  
  To ensure the accuracy of its usage meter readings, Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month.  NetForecast, an independent auditor of the accuracy of ******** usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter. The most recent NetForecast report can be viewed at ******************************************.
  As NetForecast has noted,there are many sources of unexpected consumption that may contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household.  This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates may be significant.
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic.  P2P sharing applications may operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic may be caused by security compromises affecting a users PC, mobile device, or wireless gateway.  Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors.  These attacks may result in significant data use.  As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[7]
  
  Customers should secure and actively manage their personal devices and home network.[8]  Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose.  Comcast merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses. Comcasts Xfinity xFi app, however, does allow customers with certain ***************************** gateways the ability to monitor all the devices connected to their personal Wi-Fi networks,including the ability to monitor aggregate Wi-Fi usage and to disable Wi-Fi access for any device that is not recognized.[9] Comcast has confirmed that ************** gateway is xFi capable.
  
  On July 24, 2024, a Comcast ***************** Assurance technician spoke with ************ to advise him of the above information. The technician verified that ************** modem is properly assigned and provisioned for his account and that the data usage recorded for the *** address associated with ************** modem is correct.  The technician provided his direct contact information so that ************ can contact him with any further questions or concerns. 
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  
  cc:        *******************
  
  
  
  
  [1] ******************************************************************************* courtesy months, any overage charges are credited on the
   customers billing statement. 
  [2] *************************************************************************************
  [3] ****************************************************************************************
  [4] *********************************************************************************
  [5] ****************************************************************************************************
  [6] *********************************************************************
  [7] These tools are available at *******************************************************************************.
  [8] ****************************************************************************************************
  [9] ****************************************************************************