Business Profile
Internet Providers
Comcast CorporationHeadquarters
This business is NOT BBB Accredited.
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28,150 total complaints in the last 3 years.
- 9,137 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/16/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On may 29th I called and canceled all my services with comcast business. On June 10th I received a bill showing that they only canceled part of my services so I called back and spent a few hours getting it all fixed and they said they would revert the rest of the cancelations back to the may 29th date. Now they're trying to bill me an additional month of services for canceling on June 10th even tho I canceled and returned their equipment may 29thBusiness Response
Date: 07/17/2024
July 17, 2024
BBB of ******************* & ********************
******************************************************************************************************************************************
Re: ***********************
*****************
*************, **, 60131
Case Number: 21996718
Date of Notice: July 16, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Comcast Business Service.
On July 16, 2024, I spoke with **************** and confirmed his account had disconnected all services effective July 9, 2024. As a courtesy, credit was applied to Mr.******* account to backdate the disconnection of all of their services to the effective date of May 29. 2024.
*************** will be able to see their final billing invoice on their business portal that is dated July 10, 2024. While this will show an amount due, the credit that was applied on July 16, 2024, brought the balance to zero. *************** *** or *** not receive an additional billing statement with this confirmation due to the account being disconnected. 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 Business Account ManagerCustomer Answer
Date: 07/17/2024
[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:07/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The last of May a tornado came through our neighborhood taking down a bunch of trees on my property. The cable that belongs to Xfinity was in one of those trees, the electric company had to come and clear the line from the tree because they would not do it. Since they removed the line from the trees it has been restricting entry in and out of our driveway. My husband has the line propped up with a two by four board so we can get in and out of the drive. I have contacted Xfinity around seven times since the first of June. They keep telling me they are coming to fix it but still, they have not showed up. I am not seeking any money I just want the line fixed so I can get in and out of my driveway.Business Response
Date: 07/31/2024
July 31, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: *****************************
******************
**********, ** 42345
Case Number: 21996576
Date of Notice: July 16, 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 17, 2024, I spoke with **********************, who is listed as an authorized user on the account, regarding her drop line concerns. The account reflected an existing order for the drop cable line. On July 29, 2024, Technical Operations advised that the order was referred to construction and is currently pending a pole transfer. Currently, there is no estimated date for when the order will be completed.
Our records indicate previous technicians were unable to resolve the cable line issue due to the work needed to be completed by construction. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter. I will follow up with ********************** after the completion of the work to ensure that all concerns have been resolved.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****************
Executive Customer RelationsInitial Complaint
Date:07/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been engaged in ongoing communication with Xfinity regarding discrepancies in my service plan and billing. Initially, I noticed that my plan, which was priced at $270.77, was available online for about $50.00 less. My plan was adjusted, but I lost access to services I was promised, including the app **** which was confirmed by an associate.Despite providing screenshots showing the promised services and pricing, my issues remain unresolved. Xfinity reverted my plan without my consent and failed to honor the confirmed terms. At every step, Xfinity has made excuses and provided unsatisfactory responses, claiming resolutions that I did not accept.The extended back-and-forth and lack of resolution are unacceptable. I seek assistance to ensure Xfinity honors the originally confirmed plan and pricing without further excuses.Business Response
Date: 08/02/2024
August 2, 2024
BBB of ******************* & ********************
********************************************************************************************
***************************;
Re: *******************************
**********************
Apartment 1D
*********, ********
Inquiry ID: 21996403
Date of Notice: July 16, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by
******************************* regarding Xfinity service.
I made several attempts to contact ******************** via telephone and email. Although I was unable to reach ********************, a review was completed on the account. Our records indicate ******************** communicated with an Executive agent most recently on July 2, 2024, who provided the resolution below.
On December 3, 2020, an order was entered for a 24-month contractual agreement for a 36-month
promotion. The promotion included the Super+ More package, valid from December 31, 2020, too
December 31, 2023. The Super+ More package included Limited Basic, Expanded Basic (Kids &
Family, Entertainment, Sports & News), Dig Preferred Tier, Epix, HBO **** ********* TMC, More
Sports & Entertainment, HD, Premier DVR Service, Gigabit Internet, Unlimited Voice & Netflix
Standard HD Plan. Equipment rentals, taxes, and fees were not part of the promotional offer and were
subject to rate increases. Comcast records were unable to validate the contract agreement dates.
Promotional expiration dates were included on every statement while the promotion was active.
On November 28, 2023, the statement was printed for services from December 1, 2023, to December 31,
2023. This statement gave the final notification of the promotion expiration date of December 31, 2023, at
which time the Super+ More package would increase to the current every day non-promotional rate. This
statement also included information concerning price increases for the services active on the account that
would be effective December 20, 2023.
On December 28, 2023, the statement for services was printed from January 1, 2024, to January 31, 2024.
This statement reflected the then-current every day pricing for the Super+ More package.
******************** found a new customer offer unavailable to existing customers on our website for ********
term contract that included Gigabit + ************ a contact discount, a multi-product discount, a
Autopay and Paperless Billing Discount, a TV box rental per month. Included in the offer was Netflix,
**** ********* MGM+ and 150 hours of DVR. There was a ************ Fee and a Regional Sports Fee per month.
On June 12, 2024, ******************** spoke with a customer service representative and an order was approved
through text message for a 12-month contractual agreement for a 36-month promotional offer. The
promotion included ************ Gigabit Extra, Xfinity Voice, and a contract discount. Included in the
order but not within the promotion was a TV box rental, the ************ Fee, the Regional Sports Fee,
estimated taxes, a three-product discount, and an Autopay and Paperless Billing Discount. The contract
is valid from June 13, 2024, to June 13, 2025. The promotion is valid from June 13, 2024, to June 30,
2027. During the conversation, ******************** was inaccurately advised that the order he approved
included the offerings in the new customer offer on the website.
On June 12, 2024, ******************** was issued a credit as a courtesy that appeared on the June 28, 2024
billing statement.
On June 27, 2024, we successfully reverted ************************ account to his previous packaging under
current retail rates that were in place before the approval of the June 12, 2024, order. On July 2, 2024, I
communicated to ******************** regarding the aforementioned information. During the conversation, Mr.
******** was advised repackaging the account with current promotions would increase the monthly bill.
******************** decided not to make any changes at this time. Please be advised billing on this account is accurate. I apologize for any inconvenience while attempting
to resolve this matter.
I trust this ****** provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at **************, Monday through Friday 8:00am-5:00pm.
Sincerely,
**************
Executive Customer Relations
WNE RegionInitial Complaint
Date:07/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Down wire. Called multiple times to get it fixed. No showsBusiness Response
Date: 07/19/2024
July 19, 2024
BBB of ******************* & ********************
********************************************************************************************************************************************
Re:*******************
**********************
*******, ** 08106
Case Number:21996124
Date of Notice:July 16, 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 17, 2024, our maintenance team visited the location to gather additional information about the line in question. On July 17, 2024, our maintenance team removed the line. On July 18, 2024, I spoke with **************** and confirmed the line was removed. 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 Response TeamInitial Complaint
Date:07/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comcast has been out 11 days, and can't get service from company. Just I'm sorry don't like leave. Can't return equipment as you have mail it back, not paying for returning when they have a store 3 miles away. Excess of poor service is breach of contract. Just they took 169 dollars and no service . When it's we fix as soon as possible.Business Response
Date: 08/01/2024
August 1, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: ***************************
**************************
******, ** 77545
Case Number: 21996005
Date of Notice: July 16, 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 multiple outages due to residential and commercial power outages, headend and node equipment failures, causing a loss of services for multiple customers.
On July 10, 2024, repairs were completed of a fiber that was cut, restoring service at the headend. On July 16, 2024, the maintenance team confirmed commercial power had been restored at the node. On July 17, 2024, the maintenance team confirmed residential power had been restored and services in Ms. ********* area were fully restored. On July 18, 2024, the maintenance team completed the repair of the underground fiber plant on the node. On July 20, 2024, the maintenance team completed the repair of the fiber plant on the node.
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 July 26, 2024, credits were applied to the account for the loss of service and are reflected on the July 27, 2024, billing statement.
On July 30, 2024, a service visit was scheduled and completed, during which the technician reconnected the drop and replaced all fittings at the ground block and tap.
On August 1, 2024, a maintenance visit was conducted, during which the maintenance technician replaced the hardline connector.
I attempted to contact ******************* via email and telephone several times regarding his service-related issue and other concerns and to advised her the above information. However, my attempts were unsuccessful.
To address any additional questions or concerns regarding this matter, contact with ******************** is necessary. 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,
***** ********
Executive Customer RelationsInitial Complaint
Date:07/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife an I have a subscription to internet service from Xfinity, a division or subsidiary of Comcast. We live in *******, **. We completely understand that service interruptions are an expected result of a weather event like Hurricane *****, however the way this company has behaved is unreasonable.We never lost power during ***** or in the days following. Not once. We lost internet service on 7/8/24, and today, the 9th day, we are still without service. Again, we can live without internet for a while and know there are folks with far bigger problems, but the lack of internet service isn't our complaint. The reason we are writing to you is that Xfinity has refused to TALK to us for this entire 9 days. There is no way to get in touch with an actual Xfinity agent or employee. The way their system works, once they have deemed your property to be in an "outage" area, they will not put you in touch with one of their agents. Period. I have the screenshots to prove it.What's worse is they continue, for days and days, to provide false hope of the return of service by posting expected return-of-service dates and times that are simply automatically extended each time they expire. They are clearly not tied to any actual service efforts or data. It's just there to string us along.This is simply unacceptable. Our internet service was actually restored for almost 3 days during this 9 day period, then on Sunday it disappeared again. We wanted to contact the company to let them know--in case, for instance, some minor glitch resulted in the new period of lack of service--but we can't. We cannot get an agent on the phone, or in their chat feature, or by email. They WILL NOT communicate with us while we are deemed to be in an "outage" area.Business Response
Date: 07/18/2024
July 18, 2024
BBB of ******************* & ********************
**************************************************************************************************************************************
Re:*************************
*********************************************************************************
Case Number:21995815
Date of Notice:July 16, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
Mr. McLaurins area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. Occasionally, power companies need to finish their work before we can begin our work. Also, if a customers home has power, the ********************** network serving them *** be without power, preventing their service from working. Our technicians restored Xfinity service on July 16, 2024. On July 17, 2024, I spoke with ******************** and confirmed services were restored.
On July 17, 2024, I applied a credit for the loss of service. This credit will be seen on the statement that will be generated on July 25, 2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****************
Comcast | Executive Customer RelationsInitial Complaint
Date:07/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered Wi-Fi and they said the guy was coming out the service guy came he looked in my room and said I didn't have an outlet and I'm going to the back and he never came back and they're still charging meBusiness Response
Date: 07/25/2024
July 25,2024
BBB of ******************* & ********************
********************************************************************************************************************************************
Re: *************************
1831 ******
************, ** 19126
Case Number: 21995239
Date of Notice: July 16, 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 18, 2024, I spoke with **************** but she was unable to authenticate the account. I attempted to contact her again however, my attempts were unsuccessful. In order to resolve this matter, contact with **************** is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
Sincerely,
********************
Executive Customer RelationsInitial Complaint
Date:07/16/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to file a complaint against Xfinity (Comcast Corporation) and their debt collection agency, ***************************** regarding an unjust collection notice I received. The notice claims I owe $158.48, despite having terminated my contract and returned all equipment in March 2024.Background Technician No-Shows: I terminated my contract in March 2024 due to repeated technician no-shows. Each time, customer service claimed the technician arrived, but I was waiting at the door without seeing anyone.Contract Termination and Equipment Return: I returned the equipment to Xfinity's store in March 2024. Although I lost the receipt, I have attached a screenshot of my ****** Maps review from four months ago detailing the issue.Billing and Refunds: ******* statements show charges from Xfinity for March and April 2024, which were later refunded. These statements are attached as evidence.Account Inaccessibility: I have been unable to access my Xfinity account ************************** phone number ************) to provide further proof due to login issues.Unjust Collection Notice On July17 , I received a collection notice from ***************************** stating that I owe $158.48 to Xfinity. This debt is unjustified given the circumstances detailed above.Request for Action Investigate Xfinity and ****************************** handling of my account and the unjust collection notice.Cease all collection efforts immediately and remove any negative information from my credit report.Provide written confirmation that my account is settled in full and no further action will be taken.Enclosures Screenshot of my ****** Maps review Bank statements showing charges and refunds Copy of the collection notice Thank you for your attention to this urgent matter.Business Response
Date: 08/13/2024
August 13, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: ***********************
*****************************************
*******************
Case Number: 21995354
Date of Notice: July 16, 2024
Dear *** 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 Xfinity Internet and Xfinity Mobile account.
Our records indicate on March 3, 2024, *********************** was scheduled for residential cable internet installation, but the visit was not completed.
On March 3, 2024, *********************** canceled the installation request. Our records indicate that on March 3, 2024, a payment was applied to the account, but was later refunded on March 19, 2024, since service was never activated. Our records do not reflect the account was submitted to collections, and no balance is due on the account. Regarding, the online access concern contact with *********************** is necessary to troubleshoot the reported problem.
Our records indicate that *********************** ordered a free SIM card for an Apple iPhone SE on March 3, 2024, as a Bring Your Own Device (BYOD), on the 1 GB By The Gig plan. Xfinity Mobile policy is to start billing for service on the activations date of the device or within seven days from the shipment date, whichever comes first. The Xfinity Mobile account began billing on March 10, 2024. No payments were made on the account for the invoices dated April 10, 2024 May 10, 2024 June 10, 2024, and July 10, 2024. As a result, on June 15, 2024, the Xfinity Mobile account was ceased due to non-payment, and later written off and sent to collections on July 5, 2024.
As a courtesy, the remaining balance owed on the Xfinity Mobile account was credited, on August 7, 2024. This credit was applied towards the invoice dated July 10, 2024. 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,
****************
Executive Customer RelationsInitial Complaint
Date:07/16/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been a continuous costumer of Comcast/Xfinity since 2008. Originally, my monthly bill for a telephone and internet service was approximately $100 per month. Recently, my monthly cost is increased to about $173 per month. I am unable to contact Xfinity and talk to an actual human who work for Xfinity directly - therefore, I am filing this complaint with the BBB. First, I would like to know why my rates are so high. Secondly, I would like my rate to be restored to $100 per month. Third, I'd like access to my account through a URL. At this time Xfinity's security is so high I, the account holder, do not have access to my online account. Fourth, if ********************** deems it impossible to lower my bill then I will immediately terminate my business relationship with Xfinity.Business Response
Date: 07/25/2024
July 25, 2024
BBB of ******************* & ********************
********************************************************************************************************************************************
Re: ************************;
********************
********, ** 95133
Case Number: 21995203
Date of Notice: July 16, 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 Mr. ******** via telephone and email. Although I was unable to reach Mr. ********, a review was completed on the account. Our records indicate that Mr. ******** is subscribed to the Double Play Bundle (which includes Gigabit Internet and Xfinity Voice Unlimited) at the standard retail rate. Additional services, equipment, taxes, and fees are not included.
In addition, the account was not on a promotion, as Mr. ******** has been paying the standard retail rate each month. The billing statement amount *** be different from month to month due to any one-time charges or late fees that *** be applied. Per example, on July 7, 2024, the account was charged a reactivation fee due to the account being suspended for non-payment on July 5, 2024, and being restored on the same day after a payment was received, which was reflected on the July 14, 2024, billing statement.
Regarding the website concern, to access the account online at www.xfinity.com, Mr. ******** has to log in using his Comcast username and password. If Mr. ******** is unable to access the account online, contact with him is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****************
Executive Customer RelationsInitial Complaint
Date:07/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have Internet service with Xfinity, four months ago the company changed the internet cable that runs from the front of my property to the side yard. Since then the cable has been exposed and 2 people have been hurt ( without serious consecuencias, so far) because of the exposed cable. I have made more than 6 appointments by phone to get the cable burried, but no company or technician has come to ***** it. I call every week but the issue hasnt been resolved.Business Response
Date: 08/02/2024
August 2, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: ***************************
************************************************
**********,GA 30022
Case Number: 21995056
Date of Notice: July 16, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
Our records indicate on May 7, 2024, an order was created for the burial of a cable line. The completion date for a drop bury is usually ***** business days,depending on workflow, weather conditions, and any other circumstances which may occur.
On July 18, 2024, a technician visited the location and completed the burial of the cable line in the conduit.
On July 31, 2024, I spoke with ****************** regarding her concern, and confirmed the burial of the cable line was completed. I apologized for any inconvenience experienced while attempting to resolve this matter.
I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
******************
Executive Customer Relations
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