Complaints

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

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  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:07/10/2024

  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 working with Comcast for about a year now due to not getting the speeds I'm paying for and having frequent outages. To say working with their support is frustrating is an understatement. They very obviously are minimally trained and following a script, but above all else do not seem to take any notes on the issues. So everytime you conctact them you start over, they don't see what the previous techs have done. They do everything in their power, including lying, to just end the call.Comcast of course blamed everything in my home. My modem, my cabling, etc. I replaced all of this at great expense to myself using only equipment documented on their compatability list. Multiple techs coming out confirmed it is nothing inside my home.The external line going between my home and street was replaced. This helped but did not fully resolve the issue.A few more complains and frequent outages and I had a contractor come out, absolutely destroy the box at the street because he didn't have keys and indicated it was a tap issue at the street. Comcast apparently has no record of this indivudal coming out. How is that a thing!A Comcast badged technician came out and tested all the boxes in my neighborhood, locating an issue on the line upstream of my street. It was indicated this was a known issue and would be fixed.A few weeks go by, I file a complaint and they send another Comcast badged tech out to confirm. He does the same tests, chats with a friend and confirms the same issue. There is an issue with the Comcast line up the street, no ETA on when they will fix and no ticket I can reference.I am now working with Comcast Executive Customer Relations who seems to be doingeveyrthing they can to completely ignore me. They only respond to my requests for an update every few weeks with a 'we are checking the local office'.I just want Comcast to fix their issue that multiple techs have confirmed so I can get the service I am paying for.Can provide emails.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*********************
  ****************************************************************************
  
  Case Number:21968721
  Date of Notice:July 10, 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 11, 2024, I spoke with **************** regarding a service-related concern. Our records indicate on April 30, 2024, a service visit was completed during which time the technician activated an outlet and determined there were non-service affecting issues present that were referred to maintenance. On May 5, 2024, a service visit was completed during which time the technician determined there were non-service affecting issues present, and an additional refer to maintenance order was created. 
  
  On May 16, 2024, the refer to maintenance orders from April 30, 2024 and May 5, 2024 were completed stating a sweep and balance occurred, as well as repairing the underground line. On May 18, 2024, a technician visited Mr. ******* residence and completed the request to replace the damaged pedestal. On May 22, 2024, a service visit was completed during which time a drop connector was replaced. 
  
  During our conversation, **************** confirmed the damaged pedestal was replaced. On July 21, 2024, a technician visited Mr. ******* residence and placed a temporary line to the residence from a different node. On July 23, 2024, the field confirmed that Mr. ******* issues are being caused by a bad span, which is in the process of being replaced. 
  
  On July 24, 2024, **************** confirmed that the temporary line has improved his service issues. An internal review of the signal levels to the residence confirms they are within Comcast specifications. 
  
  Please be advised that a span replacement can take up to six weeks to be replaced. Permits for the span replacement were requested on July 15, 2024. We will follow up with **************** once the defective span has been replaced to confirm all concerns have been resolved.
  
  On March 18, 2024, a courtesy credit was applied to the account. This credit reflected on the billing statement dated March 18, 2024. On March 23, 2024, a courtesy credit was applied to the account. This reflected on the April 18, 2024 billing statement. 
  
  On April 20, 2024, a credit was applied to the account for the service issues. On April 26, 2024, a credit was applied to the account for the service issues. On April 30, 2024, **************** was charged a one-time professional installation charge from the service visit that occurred on April 30, 2024. On May 3, 2024, a credit was applied to the account for the installation charge. On May 10, 2024, a credit was applied to the account for the service issues. The charge and credits reflected on the May 18, 2024 billing statement. On May 22, 2024, a credit was applied to the account for the service issues and reflected on the billing statement dated June 18, 2024. 
  
  On May 22, 2024, **************** was also provided with a 12-month monthly service discount. This discount was effective on May 22, 2024 and will expire on May 22, 2025 at which time the discount will no longer apply. No additional credit is warranted on the account and any further request for compensation will be respectfully denied. 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: 07/25/2024

  [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: 21968721
  
  I am rejecting this response because:

  
  I think it is amazing that it takes a BBB complaint to get this level of service and effort. This should be the standard, not the exception. That being said I need to re-iterate a few things.
  
  I have been battling this issue for a year. I have spent money upgrading and replacing the equipment in my house, effort to replace that equipment, troubleshoot and prove that the issue was not within my home and most importantly my time measured in tens of hours doing the above, calling/chatting in for help and waiting for techs to arrive. I cannot emphasize enough how much time, effort and money I have put into this to be met every step of the way with issues found on the Comcast side, not within my home. I should not be playing project manager for Comcast to ensure their service is working as expected.
  
  I am glad you brought up the pedestal. This was replaced BECAUSE of a comcast contracted technician. This shining example of Comcast (that is sarcastic) absolutely destroyed this box because he didnt know how to get into it. I offered multiple times to provide my camera footage showing him hammering, kicking and cutting his way into this box. 
  
  I worked with Executive Customer Relations prior who provided directly conflicting information with the most recent Executive Customer Relations. Everyone has gone out of their way to try to blame everything on me. You also keep mentioning your very point in time tests of my equipment, which sounds like its just a green checkmark and not really a very deep test. That's not how this stuff works, things are very time driven and given how stuff is outside can even be weather dependent. I have provided exacting time/dates of impact along with cable modem channel stats to show all the errors I see that go along with these events to indicate that the problem is external to my home. To put your tests and results on a pedestal is very naive and insulting to your customers.
  
  In a call I had with a ******************** leader **** on July 24th I provided modem channel error information that I have been providing Comcast for months, yet never made it to him. This was news to him. I also offered and idea on how to prove my neighbors are being impacted that they hadnt done, they will be looking into this. But most importantly he mentioned this trunk/span should have been replaced 6 months prior when it was originally scheduled, this fell through the cracks they are not sure why. This means Comcast knew they had a defect more than 6 months yet I had to expel this much effort!?
  
  This temporary line was installed at the request of Comcast for them to troubleshoot. How much troubleshooting have you done since Sunday? Interesting note, while asking my neighbors for permission to run it in their yard, they noted they have been having Comcast issues for weeks. Their problem statement aligns with mine. They have called in numerous times but are not getting the help they need. So I do not stand alone, you just havent put for the effort. Im noticing a theme.
  
  In recent history two Comcast badged technicians came out and tested all the pedestals in my neighborhood. They noted that the signals on all the pedestals did not look right and noted upstream issues (trunk/span). They noted that the issues could be sporadic. They also noted absolutely no issues on my property.
  
  The communication. Oh my where do we start on the absolutely non-existent communication on the Comcast side. You seem to keep very sketchy if non-existent notes on what goes on. I have called in and Comcast doesnt have records that a technician was even out that day (the one that destroyed the pedestal). We basically need to start over with everything, every time. A great example of this was Sunday when the technician was supposed to come out to replace the temp line. There was 0 communication, none. I wasnt even sure if they were going to show up. Yet at 4:30PM he pulls up in his van and has absolutely no idea what he was there to do. None. He wanted to leave as he wasnt sure what to do and I didnt have any written instructions for him as he didnt trust what I was telling him. Luckily **** was in the office that day and I could call him and have him tell the tech the exact same thing I told him. HOW IS THIS ACCEPTABLE!? The multiple Executive Customer Relations reps have provided conflicting information, yet no one seems interested in closing this loop to ensure improvement.
  
  So where do we go from here?
  1) This complaint is not resolved. I am currently working off of a temp line running through my yard and my neighbors yard which is ugly and negatively impacts our ability to mow. This line was ran at the request of Comcast, which I accommodated, to troubleshoot. So you guys still need to troubleshoot and continue your action plan to confirm the issue is resolved on this different pedestal. As I cant seem to get the help or updates I need without this being open, the BBB complaint and all Comcast tickets should remain open for at least 4 weeks after the span/trunk is fixed AND I am moved back to my buried line AND I confirm my issues remain resolved. So we have at least 10 weeks to go it sounds like, if things remain on schedule.

  
  2) Additional compensation/discount is not off the table, dont make yourselves feel like the heros here. Taking $20 off my monthy bill for a year doesn't even pay for my modem, which I bought at the recommendation of one of your support agents to rule out my existing modem being the issue. Also as I stated multiple times in calls, above and in complaints to ****** the previous Executive Customer Relations rep, I have had issues for a year, I have spent SO much time f(this is the critical thing), energy and other money on this. Yet every step of the way the issue is found to be on Comcasts side, no issues have been found within my home as confirmed by the 3 most recent Comcast dispatched technicians to my home. Two of which heard my neighbors complaining about the same problem.

  
  3) Comcast should be reaching out to my neighbors to ensure they are getting the service they need/deserve. I can provide their information if needed, but this would be a great exercise to check your case notes and perform an audit. They are my direct neighbors on the same street, should be easy to fine. You should also implement my idea to see which others are impacted. This would likely help you narrow down where the problem is and times of impact.
  
  Regards,
  ****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/06/2024

  I'm concerned, you are marking it as this Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.

   

  But the issue is not addressed. At the request of Comcast I now have a bright orange temporary cable running through my yard and my neighbors yard, this was so they could 'troubleshoot'. This is not remotely addressed. Comcast has also gone radio silent since implementing this temporary 'troubleshooting' line and has seemingly done no troubleshooting. This is like the elecric company coming out and laying a temporary power line through your yard in the grass for a few weeks and will circle back to it sometime in the future, except there isn't really a safety aspect in play here so they could forget about it.

   

  So while my utility may be performing better, I know have an ugly temporary line impacting both myself and my neighbor. It is also a risk as an animal or a mower can now take out this line and take me offline. So how is this addressed? I'm now left with a half baked solution and Comcast has seemingly no drive to see this finished without the BBB complaint being open, so I would argue I am worse off now.

   

  Please advice.

• Initial Complaint

  Date:07/10/2024

  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.

  Not satisfied with customer service, the ability to get assistance without being on hold for over an hour each time, numerous calls for the same issue after being on hold each time for long periods of time, emails not answered (no response), and false information (agreement not fulfilled) when agreeing to service. They were to email me return supplies for my device and refund any charges. I have made at least 3 requests and checked the email address with Xfinity Mobile and was told they would take care of it (since May), but I have not received anything yet. I am on hold now with them and I am at 1 hr 15 mins on hold and no body has picked up. I have listened to music the entire time. Very poor customer service. I need somebody to reach out to me.

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***********************
  *********************
  ******, DE 19940
  
  Case Number:21968288
  Date of Notice:July 10, 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 May 20, 2024, ************** placed an order for a ****** Pixel 8. Due to the device on us promotion that was available at the time, ************** received the first device promotion credit at the time the order was placed; therefore, ************** was not charged for the taxes and first device payment. On June 1, 2024, ************** requested to return the device due to ******* not releasing her MDN (mobile device number) deeming it was inactive, as a MDN must be active to port in and or out. The return was processed, and a shipping label was sent to ************** via email.
   
  Ms. **** called several times to advised she never received the return label. It was discovered the return label was being sent to the incorrect email address. The email address was updated, and agents proceeded to resend the shipping label. When a return is processed, the return label can only be sent to the email the return was processed with. Therefore, the return was required to be cancelled and reprocessed with the updated email address for ************** to successfully receive it. 
  
  On July 11, 2024, I spoke with ************** and educated her that I would be sending her a return label. I advised ************** once the device is successfully returned, I will accelerate the device balance, wipe the device via a credit, and wipe all service-related charges from the account. I educated ************** that there are no refunds to issue as no payments have been made on the account. I removed ************** card from the account; therefore, to avoid any charges while we await the device return. I will remain in touch with ************** to confirm receipt of the device to complete the return process. 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,
  
  
  ****************
  XM Executive Resolutions
  

• Initial Complaint

  Date:07/10/2024

  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.

  On 7/8 I contacted Xfinity customer service to inquire about new plans to lower my bill. I was offered a plan to remove my phone service, which we did not use, and all other services would remain the same at a new price. I opted for this as it would save me about $50 a month and I was told nothing else would change. The following day I was charged for additional services and also lost channels that were previously in my plan. I chatted online with customer service for over an hour and was told they could not help and I would have to call. They indicated I would get what I was promised and that I would also receive account credits for all the hassle. I then spent over 30 minutes in the phone where I was told my old plan was not available and I would have to pay for the things I wanted to add, which would end up costing me the $50 in savings that I got from removing the phone line. *****, a supervisor, employee ID *******, refused to provide me with her managers name and also said there was no manager higher than her that could help. She simply stated my plan was not available and the team member who helped me would get an review or something. This company is constantly deceiving its customers and I want this rectified somehow and be compensated for my time and given what I was promised.

  Business Response

  Date: 07/12/2024

  www.comcastcorporation.com
  
  July 11, 2024
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re: ***************************
  ******************
  **********************
  
  Case Number: 21967867
  Date of Notice: July 10, 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 11, 2024, I spoke with ******************** regarding a billing concern. Our records indicate Ms. ***************** subscribed to the Super Triple Play package which included: Digital Premier ************** More Sports and Entertainment, Gigabit Plus Internet, and Voice Unlimited.
  
  On July 8, 2024, ******************** spoke with a representative and agreed to disconnect the ************************ The Unlimited Voice was disconnected the same day. 
  
  On July 8, 2024, ******************** subscribed to a 12-month promotional discount for the *********** and Gigabit Extra Internet package, which includes: *********** and Gigabit Extra Internet. Additional 
  services and modem are not included in the package price. This package was effective July 8, 2024, and the promotional rate will expire on August 5, 2025, at which time, retail rates will apply. This package was consented to via text message.
  
  Please be advised the billing on this account was accurate at that time. As a result, the credit request is unwarranted and has been respectfully denied. 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,
  
  
  ****************
  Elite Customer Experience

• Initial Complaint

  Date:07/10/2024

  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've been in communication with Desire S. XM Executive Resolutions **************************** If anyone can provide some assistance, this will be greatly appreciated. This rep insists no one else can be contacted to assist and continues to be unavailable after a disgruntled first response.I haven't been able to reach this person because the extension (prompted to enter 3 times) is invalid and I haven't been able to get a response. This service is so horrid, I have to leave and I can't even do that. I haven't been able to access my account information apart from paying my bill. I have been registered as a home internet account holder but that account reads inactive. I have 2 apps I can't access to manage my account. I have attempted to contact a few random reps listed on the directory and they have either been disconnected or have full voicemails - how are they still listed? Every other customer service option is outsourced to the *********** and they just read a script to you. You spend up to an hour listening and verifying your info with poor connection and backdrop of phone ringing and other reps reading the same script to the customers.I am paying for a service that clearly doesn't exist and I want out.

  Business Response

  Date: 07/23/2024

  
  July 23, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*******************
  
  , ** 19143
  
  Case Number:21967634
  Date of Notice:July 10, 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 3, 2024, I spoke with ************** regarding the concerns, we processed a payment for the past due balance associated with the April 23-May 22, 2024, billing cycle. I educated ************** on July 13, 2024, the balance will be deducted from the card on file for the May 23-June 22, 2024, billing cycle. 
  
  As a courtesy, I placed a credit on the account for the June **********, 2024, billing cycle. I provided ************** with his account number and port pin, in which ************** confirmed he received successfully. On July 10, 2024, records show that ************ ported out successfully. On July 12, 2024, I followed up with  ************ in which ************** confirmed he was able to port out successfully, the July 13, 2024, payment was deducted and there are no additional issues. 
  
  On July 11, 2024, a *********** Services Executive Customer Relations agent spoke to ************** to discuss the account access concern. They confirmed the residential services were disconnected effective November 10, 2021, as requested. ************** can visit **************************************************** to access the account. ************** had no further residential services account concerns.
  
  Please be advised the billing on this account was accurate at that time. 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,
  
  
  Desire S.
  XM Executive Resolutions

• Initial Complaint

  Date:07/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription and the company took the full amount out of my bank. I have a credit on the account now but I can't get them to reimburse me the money. I have had one problem after another and have had to report this company before with the BBB to get an issue resolved. Their customer service is horrible!

  Business Response

  Date: 07/22/2024

  July 22, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***************************;
  **************************************************************************************
  
  Case Number:21967566
  Date of Notice:July 10, 2024
   
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service. 
  
  Our records reflect that ****************** is not an authorized user on the account in question. ****************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. 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:07/10/2024

  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.

  Our personal training business is being charged $400 a month every month for internet service after signing contracts with comcast stating our internet will be 150$ a month. This has happened 2 times where the sales representative (two different reps) has told us they are going to change our bill from $409 to $150. The sales reps magically disappear after the contract is signed, wont respond to emails or calls and comcast has no record of the contract being signed!!This is the only business that provides internet in my area. We are stuck with this criminal company!

  Business Response

  Date: 07/25/2024

  
  July 25, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ********************* Fitness
  
              CA 94401
  
              Case Number:                      21967480
              Date of Notice:             July 10, 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 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 that on June 13, 2024, ************** signed a renewal service order agreement for a 36-month term for the Ultimate Business Package, which includes Business Internet Essential, Security Edge,and a Mobility line effective from June 14, 2024 to June 14, 2027. The first year rate would apply for service from June 14, 2024, to June 18, 2025.  The price would then increase to a second year rate effective from June 19, 2025, to June 18, 2026. On June 19, 2026, the rate will move a third year rate effective through June 18, 2027, after which standard retail rates will apply. The billing for the renewal agreement became effective on June 14, 2024 and the updated billing appeared on the July 14, 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:07/10/2024

  Type:Order 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.

  Company I use for WiFi had been charging exuberant amounts for overages, while I know my family isnt home enough to use that amount. When doing some research I found HUNDREDS of others saying the same with no real information or data to prove these overages.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  Better Business Bureau 
  ***********************************************************************************************************;
  **********************
  Re: ***********************;
  *************************************************
  **********************;
  
  Case Number:21967447
  Date of Notice:July 10, 2024
  
  Dear Sir or Madam:
  This letter is in response 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 Ms. ********** 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.   If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided.  ********************** exceeded her 1.2 TB usage threshold in December 2023 and received a courtesy month credit for this overage.  ********************** again exceeded her 1.2 TB usage threshold in each month from January through April 2024, for which she incurred overage charges.  On May 10, 2024, ********************** signed up for xFi Complete, which includes unlimited data, and has not incurred (and will not incur) any data overage charges for her data usage from May 2024 forward.  
  
  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 *********** Services Agreement,  Xfinity Internet Broadband Disclosures,  as well as its Xfinity Internet Additional Terms  and Xfinity Internet Acceptable Use Policy,  which all Xfinity Internet customers agree to abide by as part of the ********************** *********** Services Agreement.  In addition, details of the policy and frequently asked questions are available for review online,  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 has confirmed that a service order confirmation email, which contained information about the data usage policy, was sent to ********************** on November 7, 2023.
  Data usage is measured for all Xfinity Internet usage in a customers house, including usage of ********************************************* through Internet apps and services, e.g., ******** Amazon *************** available on customers X1 set-top boxes and Wi-Fi connected devices.
  ******************** 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 she was approaching, had reached, and exceeded her 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 ISP data 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 *** 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 *** 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 *** 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 *** 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 *** 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.  
  
  Customers should secure and actively manage their personal devices and home network.   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 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 disable Wi-Fi access for any device that is not recognized.  Comcast has confirmed that Ms. ********** gateway has this capability.
  A Comcast ***************** Assurance technician made several unsuccessful attempts to contact ********************** to advise her of the above information and discuss her concerns.  The technician verified that Ms. ********** modem is properly assigned and provisioned for her account and that the data usage recorded for the *** address associated with Ms. ********** modem is correct.  The technician left a message with his direct contact information should ********************** have further questions regarding this matter.
  Should you have any questions, please feel free to contact us.
  Sincerely,
  Comcast ***************** Assurance
  ************** 
  

  Customer Answer

  Date: 07/29/2024

  [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: 21967447
  
  I am rejecting this response because:
  
  All those times my family supposedly went over data usage was during days none,of us were really home.

  Since,filing my complaint Xfinity has moved around billing dates clearing out my bank account before i had the money for every day use. I have been able to properly feed my family because of this. I feel as though it direct retaliation for filing a complaint in the first place.

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

  
  

• Initial Complaint

  Date:07/10/2024

  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.

  Hello, I signed up for Xfinity internet service May 27th (Xfinity account number: Ending in *****, but the service was never installed and never activated. The promotion I signed up for was invalid and I was denied 3 days later on May 30th. I attempted to contact Xfinity/Comcast right away to find out why I was denied and tried to cancel the service. On June 3rd, Xfinity sent me a bill for $30 and I contacted Xfinity to cancel on June 3rd. Xfinity still charged me to $30 on June 9th. I contacted them right away and they said they will issue a refund on June 15th. There was no refund and I contacted them on June 20th about a refund - they said to check back in 24 hours. I contacted them again on June 27th when I didn't receive a refund and finally got an answer saying I will be refunded $27 because i had the account active starting 6/1 when the service was never activated, never installed, and canceled. I asked to get it escalated because I did not feel I should have been charged $3.00 for absolutely nothing and spent hours trying to get this resolved and get a refund. The xfinity agent said he will escalated it and resolve it for me. On July 10th, I finally got a refund for $27 with no explanation why the full $30.00 was not refunded. Since I canceled and never activated the account - I never received my first bill and do not even know what my full account number was. So I cannot even attach a bill to this complaint. Resolution desired: Please refund the remaining $3.00 for the full $30.00 that was incorrectly charged to me even I canceled the service. I attached the transcript of the conversations with xfinity/comcast customer rep.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:  ***************
          **********************************************
          **********, MA 02122
  
          Case Number:    21967342
          Date of Notice:   July 10, 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 27, 2024, ******** set up a new Comcast service order for Gigabit Internet service on the account ending 2600 via the website. On June 3, 2024, ******** spoke with a representative requesting to cancel the service order due to not qualifying for Xfinity Mobile Service bundle promotion with Gigabit Internet service. The disconnection of the account was processed on June 4, 2024. On June 9, 2024, an autopayment was taken for the balance reflected on the June 1, 2024, billing statement.
  
  On July 7, 2024, a credit balance refund was submitted back to the credit card, which was expected to be received within 3 business days. 
  
  Records indicate that on June 4, 2024, ******** set up a new Comcast service order via the website on the account ending 3111, for a 24-month transitional promotional rate for the Connect More Internet Service, adding a customer-owned modem. The first-tier base monthly rate for the promotion is effective June 9, 2024, and will expire June 8, 2025. The second-tier base monthly rate for the promotion is valid from June 9, 2025, through June 8, 2026, at which time the standard retail rates will apply. 
  
  On July 10, 2024, I spoke with ******** regarding his billing and service-related concerns. ******** confirmed that did receive his refund on July 10, 2024, back to his credit card. During the call, I provided the above billing explanation in detail. 
  
  In honoring the 30-day money back guarantee on account ending 2600, an adjustment was applied to the active account ending 3111 at the request of ********, which was posted on July 10, 2024, and will reflect on the next billing statement dated August 2, 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,
  
  
  **************   
  Case Manager, Executive Customer Relations  
  
  

• Initial Complaint

  Date:07/10/2024

  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.

  My problem has been with Xfinity for at least 2 years now. But with my losing the $30 Internet credit Xfinity continues to try and charge for service I cannot afford nor have the equipment to utilize. I have my original modem because I cannot access the Xfinity App and DO NOT have the new Gateway modem which Xfinity CLAIMS I have because they keep trying to charge $90 a month. Further more they charged for 2 modems rent and made the return process a nightmare. I am at my wits end and hope you can help. I believe Xfinity is very good at deceit and wonder how many more victims they have raped financially. Thank You *****************

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *****************
              ******************
              ***********, ********
  
              Case Number:                            21967273
  Date of Notice:                          July 10, 2024  
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity service.
  
  On September 3, 2023, *********** applied and was approved, respectively, to enroll in ACP with Xfinity.  On September 4, 2023, a $30.00 ACP credit was applied to his account, which credit reflected on the September 28, 2023, billing statement. The final ACP credit of $14.00 appears on the May 28, 2024, billing statement.
  
  Our records indicate that *********** was previously subscribed to a 24-month agreement for Superfast Internet at a promotional rate, and a free modem rental. This agreement included a contract discount that was expected to end on March 2, 2026. At which point,regular retail rates would be applied. Equipment, taxes and fees are not included in package price.
  
  On July 11, 2024, a change of service was completed to assist ************ with finding a lower monthly service rate. He is currently subscribed to a 24-month agreement for Connect More Internet at a promotional rate, with a free modem rental. This agreement does not have a term agreement period. The package discount was effective on July 11, 2024, and will expire on August 2, 2026, at which time, retail rates will be applied. Equipment, taxes and fees are not included in package price.
  
  Additional account review was conducted, and it was found that due to Xfinity having no record of ************ returning his inactive equipment, an inactive equipment rental fee of $15.00 was added to the account on April 25, 2024. This charge appears on the April,***, and June 28, 2024, billing statements. The equipment in question was removed from the account on July 3, 2024. The inactive equipment fee was removed from the account on July 4, 2024.
  
  I spoke with ************ on July 15, 2024, and confirmed the above information. I advised him that the inactive equipment fee is a valid charge in cases where the equipment is not returned. On July 15, 2024, a courtesy credit was provided to waive 2 months of charges, and I advised him that the third month of charges will be reversed as a prorated adjustment. Both the prorate and the billing credit will appear on his July 28,2024, billing statement.
  
  Please be advised the billing on this account was accurate at that time. 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:07/10/2024

  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.

  In late February, I was contacted by a rep from Xfinity, who offered me a plan that included home wi-fi and phone service for approx $10 more per month than I was currently paying for home wi-fi alone. I asked for details. The rep said they would send me a new *** card, I had 7 days to activate it and that if I decided the plan wasn't for me, I could go back to my current plan at any time with no fees or penalties.I received the new *** card. Upon reading the literature, the plan only included 1G of data. My current phone plan includes 15Gs of data, which I use, so I decided NOT to activate the *** card. The bill for my current wi-fi service was taken out on March 18. I assumed that, since I did not activate the *** card they sent me, my current plan was continued without any fees or penalties. I then received a bill for $71 and change. I figured that it was just a cross-over, that my current payment would take care of my service and this new bill would be credited.I called and spoke with a very nice gentleman who looked at my account, and told me that he would take care of it. Then, he told me that he could not take care of it because it had gone to collections! He gave me a number to call and told me to tell them that I never activated the *** card, my current service has been paid in full, and this bill needed to be credited and taken out of collections. I called the number and spoke with a very RUDE individual, who said the *** card they sent me would AUTO-ACTIVATE after 7 days, and this is a completely different account. I told him that this plan that I was offered, was supposed to INCLUDE my wi-fi AND phone, but that I did not want the service. He said that I needed to pay for BOTH services as they were separate!This is not what I signed up for and I wonder how many other customers have been scammed by this bait and switch routine. By auto-activating that *** card, I consider that fraud, and I plan to contact the *** and FTC about this.

  Business Response

  Date: 07/29/2024

  
  
  July 29, 2024
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
    Re:     File Number:               21967035
  Date of Notice:             July 10, 2024 
  
  
  
               *******************;
   **************************
   **************************;
  
  Dear Sir or Madam:
  This letter is in response to the above-referenced complaint submitted to your office by ***********************.
  Upon receipt of this complaint, Comcast conducted an investigation into the concerns raised by **************. Comcast has determined that there was no unauthorized access to ************** Xfinity online account. 
  Our records indicate that, on February 20, 2024, Xfinity Mobile services were initiated for a Bring Your Own Device (BYOD) under the Xfinity Mobile By the ******** plan. The sim card was delivered to the service address on file on February 25, 2024, however, it was never activated with a native number, but it was semi-activated.
  
  Even though ************** did not activate the services, the customers ********************** bill cycle date is set as (whichever comes first): date of activation of the first line of service on the Xfinity Mobile account, or seven days after the first device (or SIM card) shipment or fulfillment in an Xfinity Store.
  
  On June 21, 2024, ************** called Xfinity to dispute the services as she did not activate. The specialist advised that he would fix it by removing her card and the charges, however, no changes were made to the account by the specialist, as he explained the account was in collections, and he did not have the access to make changes. He was to connect her to the collections team to have the charges removed, however, the wait time was too long, no changes were made.
  
  On June 21, 2024, the account was written off and the final bill generated on June 27, 2024.
  
  On July 15, 2024, a ***************** Assurance technician contacted ************** to discuss her concerns.  The technician informed ************** the Xfinity Mobile service will active automatically 7 days if the service is not active by the customer. Also, the technician informed ************** the Xfinity Mobile is billed separately from the Xfinity home internet service.
  On July 23, 2024, an Xfinity Mobile representative contacted ************** to discuss her concerns. The representative also contacted the collection agency to remove the debt and stop the collections activity. On July 21, 2024, the representative placed a credit on the account to remove the balance and removed the card from file.
  
  We apologize for any inconvenience and frustration ************** experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required in this matter.
  Sincerely,
  
  ***************** Assurance
  ************* 

  Customer Answer

  Date: 07/31/2024

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