Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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: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 daughter has dealt with Comcast way too many times. She was told one thing, and I'm being charged way more than what the representative quoted her. I'm on a fixed income and feel robbed. She tried to speak with your representative the last time and met with hostility because she couldn't understand him due to a heavy accent. I'm asking for your help because I was quoted a price of $143 and some change, yet I'm being charged so much more. Please help! I was given a credit for that very reason ans still charged way more!!!!

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:      *****************
              AR 72204
  
              Case Number:                      21966744
              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.
  
  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 ************** account is enrolled in Connect More Internet and Xfinity Home Pro Protection at the retail rates.The package receives a monthly two-product discount with enrollment in two services. The package also receives a monthly self-service discount with enrollment in paperless billing and automatic payments with a banking payment method. The package rate does not include equipment, additional services, or applicable taxes and fees which are subject to change. Additionally, the account reflects xFi Complete (which includes the xFi Complete Gateway and **************** A Xfinity Complete Home system 24-month installment plan is also reflected on the account. The account is being billed correctly for the service credit and a refund is not warranted.
  
  Contact with ************ is necessary to further assist with a billing concern. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me **************.
  
  Sincerely,
  
  ****************
  Executive Customer Relations
  **************

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During a chat session with a Comcast Xfinity agent, I was offered a free rental modem/Router for a period of 24 months. The chat agent even went so far as to write that he had confirmed this offer with a supervisor. I only accepted the offer of a rental modem router as it would not raise my monthly bill since I already owned a quality modem/router myself. I downloaded a copy of the chat transcript for my records via the chat. When I reviewed the transcript I noticed that parts of the chat had been redacted, specifically several comments where the agent had sent red heart emojis, as well as the details about the offer for the free modem rental for 24 months, and that the supervisor had approved this offer. The modem router was installed during a service call.Subsequently, I noted I was being charged for the modem router on my bill. I connected with a new chat agent and explained the issue. He assured me that he had resolved the error, my bill would return to its prior rate. For my records, I wrote out the expected total of my bill in the chat, and asked for confirmation. The agent agreed. Again, I requested a downloaded transcript of my records through the chat function. Given the discrepancies in the last chat transcript, I also cut and paste the chat text and emailed it to myself for comparison. Again, the downloaded transcript contained redacted information, this time, the dollar amount I had written out had been changed from numbers to symbols, obscuring the information.I spent several hours on the telephone and on subsequent chat explaining the situation, but I was unable to get the original, unedited transcripts, nor did the company honor the offer of a free modem router for 24 months, that was presented to me before I agreed to accept the rental modem router. I am concerned that this represents an unfair and predatory business practice. The fact that two separate transcripts were edited is particularly concerning for an institutionally supported practice.

  Customer Answer

  Date: 07/10/2024

  My complaint was resolved to my satisfaction. The customer service representative was able to see the original transcript and verify the original offer that had been presented. While the cause of the redacted transcript was not identified, I was satisfied that my concern was being acknowledged. It appears that the agent offered the promotional free modem for 24 months erroneously. I was offered a free modem for 12 months, which I accepted. I do believe that the edited transcripts are likely an ongoing issue for other customers, but in my case, I appreciate it being able to speak to someone to resolve my personal issue to my satisfaction.

  Customer Answer

  Date: 07/10/2024

  My complaint was resolved to my satisfaction. The customer service representative was able to see the original transcript and verify the original offer that had been presented. While the cause of the redacted transcript was not identified, I was satisfied that my concern was being acknowledged. It appears that the agent offered the promotional free modem for 24 months erroneously. I was offered a free modem for 12 months, which I accepted. I do believe that the edited transcripts are likely an ongoing issue for other customers, but in my case, I appreciate it being able to speak to someone to resolve my personal issue to my satisfaction.

• Initial Complaint

  Date:07/09/2024

  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.

  Around December of 2023 my bill started to fluctuate when previously it had been the exact same price each month. I contacted xfinity 2 times, through chat, between December and January to go over my bill and really didnt receive a direct answer on why the amount had changed. In June, the bill was still fluctuating in price so I contacted Xfinity again. I was told I had a promotion that ended. I understood that. However, it was brought to my attention that I was being charged $25/month for unlimited internet. From my understanding when I 1st opened the account, I thought that was for the modem rental. I did not agree nor request unlimited internet. I purchased one of the highest speeds which was my ONLY concern and not unlimited. Unlimited internet makes no sense to me. I asked for a refund and was told they can only refund 3 months! Its completely illegal to add features to a customers account without consent. Not only that, because I wouldnt add a cellphone to my account, the *** as well as his supervisor didnt even add the 3 months worth of credits that they AGREED to! Their customer service and integrity are both awful!

  Business Response

  Date: 08/09/2024

  
  August 9, 2024
  
  BBB of ******************* & ********************
  ************************************************
  **********************

  
  Re: ********* Knight 
  ***********************
  *********************************;
  
  File Number:21966403
  Date of Notice:July 10, 2024
  
  Dear *** or Madam:

  
  This letter responds to the above-referenced complaint submitted to your office by *** ********* ******.  

  
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in *** ******* area. Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month. Our typical Xfinity Internet customer uses only 427 GB per month. Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month. Alternatively, customers can add an unlimited data plan for an additional $30 per month or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway). Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.  If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided.
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation. New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity ******************** Agreement,  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 ********************** ******************** 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 26, 2022. 

  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.

  
  Comcast has confirmed that the appropriate data usage notifications were sent to *** ****** when she was approaching, had reached, and exceeded her 1.2 TB threshold. 

  
  A Comcast ***************** Assurance technician attempted to contact *** ****** to advise her of the aforementioned information. Unfortunately, all attempts to contact *** ****** were unsuccessful. The technician left a message providing his contact information so that *** ****** can contact him with any further questions or concerns.

  
  In reference to the billing and service concerns, our records indicate on November 26, 2022, *** ****** accepted a 12-month contractual agreement for Gigabit Internet. The contractual agreement was effective from November 26, 2022, to November 26, 2023. The promotional rate was effective from November 26, 2022, to December 17, 2023.

  
  On December 18, 2023, the promotion transitioned to a second-year promotional rate until December 17, 2024, after which time the retail rate will apply. The package did receive a monthly self-service discount with enrollment in paperless billing and automatic payment. The package rate did not include equipment, additional services, or applicable taxes and fees, which were subject to change. Additionally, the account reflected xFi Complete (which includes the xFi Complete Gateway and **************** The change of service is reflected on the December 14, 2022, billing statement. The service was accepted by *** ****** on November 26, 2022, via text message confirmation. 

  
  In order to adequately address *** ******* concerns and to further assist with completing a change of service to remove xFi Complete, successful contact with her is necessary.

  
  A Comcast Executive Customer Relations representative attempted to contact *** ****** to advise her of the aforementioned information. Unfortunately, all attempts to contact *** ****** were unsuccessful. The technician left a message providing her contact information so that *** ****** can contact her with any further questions or concerns.

  
  Sincerely,
  
  ***************** Assurance
  ************
  
  

    ***************************************************************************; For courtesy months, any overage charges are credited on the 
    customers billing statement.  
    *************************************************************************************
    *********************************************************************************************;
    *********************************************************************************
    *********************************************************************************************************;
    *********************************************************************
  

  Customer Answer

  Date: 08/12/2024

  [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: 21966403
  
  I am rejecting this response because: this is 100% not true. There was a representative who reached out to me and I spoke to him. While talking to him, he stated that a previous representative put notes on the account stating that he spoke to me and I accepted offer. That NEVER happened! Nobody contacted me with an offer! He wanted to know if I had any additional questions. I told him that none of my questions were answered because nobody contacted me. The fact that they just lied like that is disgusting and shows this company has no integrity.
  
  
  Regards,
  
  ********* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/09/2024

  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.

  So Xfinity is still s******* my family over. My wife is always having issues with her service. She has security cameras through Xfinity as well. They work sometimes. Her name is *********************************. Xfinity messed me over for years. I was with them for 15 years. And this March I finally free myself from them. And I'm now with Ezee fiber. They are so much cheaper and better. And their customer service are actually people from ******* that understands their customer concerns. So I will be advising people to leave Xfinity and go to Ezee Fiber.

  Business Response

  Date: 07/16/2024

  
  July 16,2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:       ***********************
              *************************************************************************************************************
  
                 Case Number:                     21966181
                 Date of Notice:             July 10, 2024
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal complaint submitted to the Better Business Bureau, by ***********************, regarding Xfinity's service. 
  
  On July 10, 2024, I spoke with *************************. ****************** confirmed that she does not have any complaints with her Xfinity services. She verified that all her services are working properly, and that she is not requesting any refund for over-payment.  

  On July 11, 2024, ****************** advised that ***************************** is her ex-husband, who submitted the complaint, and does not live at the residence. ****************** confirmed that she has no concerns, no issues or complaints, and does not need a tech visit 

  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,
  
  
  ******************
  Xfinity *******************************************************************

• Initial Complaint

  Date:07/09/2024

  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.

  Optimum/Xfinity installation crews have been working in my neighborhood for about 7 weeks now. The workers in these crews have no respect for our community, the people who live here, or their property. Every time they complete a task, they create some other bigger problem for the residents that live here. Some of the major concerns I have witnessed so far are:1. Workers do not knock on doors before entering backyards. I understand they have the right to enter our yards, however, it is summer time and children/families are home. It is rude to just barge into our yards. 2. When accessing yards, they let out the dogs that were previously contained by the gate. (If they HAD KNOCKED on the door, the family could have secured their pets). There are DAILY social media posts about missing animals because crews left the gates open. 3. Unfinished work- they often leave huge holes in backyards for days before the next crew comes in to the next step. This is a huge concern for families with small children and pets. 4. DAMAGE- as they install the new hardware for Xfinity they are damaging the lines for other companies that service the neighborhood. I personally went ELEVEN days without internet because Xfinity's installation crew's mistake. Every week a new section of the neighborhood is losing their internet access for several days. This is a huge concern, especially, because so many people work from home these days. I missed out income for my family because I couldn't work without my internet. I understand that the crews have a job to do, and they are trying to complete the tasks as quickly as possible to provide service to Xfinity/Optimum customers. However, they need to find a way to do the job in a way that doesn't hinder the rest of the neighborhood.

  Business Response

  Date: 07/23/2024

  
  July 23, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re: *************************
  ***********************************br>*******, ********
  
  Case Number:21966074
  Date of Notice:June 10, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  We initiated an investigation into ******************** claim. After our investigation, it was determined that no damages were caused by Comcast. On July 10, 2024, I spoke with ******************** and ******************** confirmed the damage to the property has already been resolved by ******************** current service provider and ******************** has been refunded for the loss of services. ******************** confirmed the services have been repaired and active. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************** 
  Executive Customer Relations 
  

• Initial Complaint

  Date:07/09/2024

  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.

  To begin, on March 3rd 2024, the day of the transaction. I called Xfinity Mobile to sign up for the promotion of $600 towards the purchase of an iPhone 15 and iPhone 15 pro **** This was taken care of after many phone calls to Xfinity Mobile to have credit applied to my account. I was told to print out the shipping labels and send in my trade in phones (iPhone X and iPhone 12 Pro). I received an email from Assurant/ Xfinity Mobile that my trade in phones had been received and was given the trade in amounts. In this email I was told that I would receive two checks for my trade ins, within 30 days. I never received the checks in the mail, nor was my account credited for the amount. I called Xfinity Mobile SEVERAL times to inquire about the status of when I would receive my checks, and each time I spoke with an agent they could not resolve the issue. Every time I called, I had to explain my situation over, and over again as if no notes had been taken regarding this issue. A Xfinity Mobile agent told me to go to a local Xfinity store and ask for my checks. I went to my local Xfinity store for help, and the Xfinity staff there tried their best to assist by calling Assurant which went no where. Assurant gave me a non-working email address. I have been paying my monthly bill, which includes devices and monthly fees for two lines. My dispute is Xfinity Mobile has my trade in phones and have NOT been compensated for them, either through credit or a check. The actual Xfinity store employees tried to resolve the issue but were unsuccessful. It is something about how Xfinity Mobile processed my order, and how their system is set up that promotions does one thing and sales does another thing and they are not communicating. It is VERY difficult to speak with a live person at the correct department for answers. I spent 2 HOURS on the phone with an agent who couldn't resolve this issue and she transferred me another department for assistance and the office was closed.

  Business Response

  Date: 07/31/2024

  
  
  
  
  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************
              **********************
  *********,MS 38671
  
                Case Number:                    21966061
                Date of Notice:             July 9, 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 March 4, 2024, ***************************** purchased two Apple iPhone 15 devices, both with the Xfinity Mobile ************** plan. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to add a new ********************** line with the promotion code sent to the customer, transfer their existing phone number from another carrier, and purchase and activate a device from the iPhone 15 family with a 24-month Xfinity Mobile device payment plan.
  
  ***************************** satisfied the promotional requirements, but the promotion did not reflect on the account.On July 17, 2024 a one-time credit was applied equal to the promotional value was applied to the account.
  
  Regarding **************** trade-ins, both trade-in checks were reissued on July 12, 2024 and sent to the updated address provided by **************.
  
  Upon receipt of this complaint, I contacted ************** to discuss her concerns and explained the above information. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  **************
  XM Executive Resolutions
  ************** Extension *******

• Initial Complaint

  Date:07/09/2024

  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.

  Optimum/Xfinity installation crews have been working in my neighborhood for about 7 weeks now. The workers in these crews have no respect for our community, the people who live here, or their property. Every time they complete a task, they create some other bigger problem for the residents that live here. Some of the major concerns I have witnessed so far are:1. Workers do not knock on doors before entering backyards. I understand they have the right to enter our yards, however, it is summer time and children/families are home. It is rude to just barge into our yards. 2. When accessing yards, they let out the dogs that were previously contained by the gate. (If they HAD KNOCKED on the door, the family could have secured their pets). There are DAILY social media posts about missing animals because crews left the gates open. 3. Unfinished work- they often leave huge holes in backyards for days before the next crew comes in to the next step. This is a huge concern for families with small children and pets. 4. DAMAGE- as they install the new hardware for Xfinity they are damaging the lines for other companies that service the neighborhood. I personally went ELEVEN days without internet because Xfinity's installation crew's mistake. Every week a new section of the neighborhood is losing their internet access for several days. This is a huge concern, especially, because so many people work from home these days. I missed out income for my family because I couldn't work without my internet. I understand that the crews have a job to do, and they are trying to complete the tasks as quickly as possible to provide service to Xfinity/Optimum customers. However, they need to find a way to do the job in a way that doesn't hinder the rest of the neighborhood.

  Business Response

  Date: 07/19/2024

  July 19, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:*************************
  **********************************************************************************
  
  Case Number:21966059
  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 15, 2024, I contacted ******************** to discuss her concerns regarding work in the area. ******************** advised that the AT&T drop had been repaired by the provider and that no additional assistance was needed. ******************** advised that she wanted to provide feedback regarding technicians working in the area which I forwarded to our technical operations team. 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,
  
  
  Gay R.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 30,2024 my phone bill was increased without any written notice (email, text, or letter). In the app/website there is no area for notices nor any on our bill. When Xfinity was called at ************ *** advised another caller had the same issue, but received an email notice around May. When he couldn't locate the email for our account the line was xfrd. After 57 mins **** answered and had no support or confirmation of an email. Instead an email with an article was sent over that explains how to change a plan but no reason why on March 22, 2024 my plan rate changed (when my plan had not and we didn't go over our data). I have requested a formal notice as to why the rate changed and why we haven't been formally noticed prior to the required electronic payments, as this gives the consumer no time to adjust and risk an overdraft should folks be budgeting exact bill amounts. Other phone carriers have provided me a written notice prior to a change with the amount and reasoning.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       *************************
  WA 98626
  
  Case Number:                                      21965964
              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 *************************, an authorized user on the account owned by ***********************.
  
  Our records show that beginning in the billing cycle of May 11, 2024 June 10,2024, the account was accurately charged per month for 1GB of By the Gig data,as a result of our price increase on May 1, 2024, from $15 to $20. The Terms and Conditions of the Xfinity Mobile Customer Agreement, (***************************************************************************************),explain that pricing is subject to change at any time and further explains that We *** deliver any notice concerning our relationship with you, including notice of any change to your Service or this Agreement, in any one or more of the following ways, as determined in our discretion: (1) by posting it on www.xfinity.com, www.xfinity.com/now, or any other website about which you have been notified. The Notice Methods for Changes to the Service or This Agreement portion further explain that Because we ***, from time to time, notify you about important information regarding your Service and this Agreement by these methods, you agree it is your responsibility to regularly check your postal mail, e-mail and all postings at www.xfinity.com, www.xfinity.com/now, or any other website about which you have been notified. The By the Gig support article on our website, (******************************************************************************),also explains that pricing is subject to change and that A minimum charge applies per month, per account for By the Gig lines, regardless of data usage.
  
  Upon receipt of the complaint, I made multiple attempts to contact ************************* to advise them of the above information but I was unsuccessful. 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,
  
  
  ******
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:07/09/2024

  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 am a recent Xfinity by Comcast customer. I have a current cell phone, ********************, and basic cable plan with them located in *******. These plans initiated at the end of May 2024 and I have been in good standing with them ever since. Im currently on the Choice cable plan, which includes 10+ channels. The outlined services in this plan that I am paying for are not being fulfilled. I have been able to watch and stream *** channel 5 for over a month and all of sudden as of tonight I can no longer access this channel. The error screen/notification continues to read, This network is not included in your current Xfinity service, when attempting to watch *** channel 5. When conversing with a live agent via the Xfinity app on my phone, and Ive been in contact with about 7 of them as they continue to reconnect me to new representatives, they state channel 5 is not included in the Choice Plan, yet they continue to send me a list of channels included in the Choice plan and *** is listed. Hence why Ive been able to watch this channel with no issues until tonight. All representatives are stating I need to increase my service plan to access this specific channel. This channel was included in the Choice Plan when I initiated this service. Therefore, the services I agreed to pay for and continue to pay for are not being fulfilled by Xfinity. Again, I cannot get ahold of a reliable and truthful agent that isnt attempting to up-charge me and create an add on or increase my plan for a service that was and should continue to be included. I will take this further if not rectified.

  Business Response

  Date: 07/12/2024

  
  July 12,2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************
  
  
  Re:        *********************
  *******************************************************
  
                Case Number:                    21965860
              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 the Xfinity service.
  
  On July 11, 2024 I spoke with ************** regarding his programming concern. As of June 1, 2024 ************** subscribed to ********* which includes High Definition (HD), ***************** Streampix, 20 hours of Cloud Digital Video Recorder (***) service, and 5 simultaneous streams.  ********* subscribers can also access must-watch sitcoms, shows, and sports on networks like **** CBS, Fox, and **** have the flexibility to customize the channel lineup with genre packs, access to Xfinity on Demand shows and movies, and remotely schedule, record, download, and take the *** experience anywhere. The Xfinity Stream App is available on customer owned equipment such as ******* Smart TVs, Roku Devices running firmware version 8.1 b1 or higher. The Xfinity Stream channel will only appear in the Roku channel store for eligible devices. The ********************** Stream app is available on all ******* devices. Any ******* running Android 5 or earlier isnt supported.  On July 10, 2024, I spoke with ************** at which time he explained he had not been able to access the Xfinity Stream App or *** on his 2023 ******* Smart TVs, or his Firestick. During a follow up call with ************** on July 11, 2024 it was confirmed that his device met the requirements to use the Xfinity Stream App. Additionally, he advised the service is now working and he has access to the Xfinity Stream App and ***.  I apologized for any inconvenience experienced 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:07/09/2024

  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.

  When I was sent to work from home due to a Covid outbreak at work, I stopped at the Xfinity store this year on **************** in *********************. I spoke with ****** about what the best option would be because I have to be wired in for my work connection it does not give me an option for Wi-Fi. ****** checked my account and said she could upgrade it for $70 a month plan for 500 MB was which was a tier up from the speed that I had she also stated that I could get the pod just because the connection is not good as I told her from my room to my router And she told me I could get that pod for free. All I had to do was use the Xfinity app to order it so I tried for over a week to use the chat agents through the Xfinity mobile app. Nothing got accomplished and I called today and spoke with a supervisor at the Comcast one 800 number after he reviewed my account he told me I was not eligible for a pod and that I could order one for $130. I went back into the store where I purchased the upgraded plan and told them the situation and the manager then decided to clarify that I would have to receive an email saying that they were dead spots in my home before I was eligible to receive pods and Im now paying $60 more than I was for this bogus plan speed and I feel like I was scammed completely scammed and I also will be canceling my Comcast service just as soon as I find out what the replacement is going to be I just want everyone to be aware that Xfinity and their partner definitely are not being truthful when they tell you something so just to beware that this store deceived me into selling their plan when they couldve just told me the truth the way that the manager did today and I couldve bought a Wi-Fi extender and had this resolved rather than spending a week trying to get this resolved for a wild goose chase. I will be telling everybody that I know do not get Xfinity ever again.

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:      *************************
  
  , CA 95670
  
               Case Number:                ********
               Date of Notice:              July 10, 2024
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced inquiry submitted to the Better Business Bureau by
  ************************* regarding Xfinity service.
  
  Our records indicate that on July 2, 2024, ****************** subscribed to a 24 month offer for Xfinity xFi Complete at $10.00 monthly.
  
  Whole home Wi-Fi will evaluate Ms. ******** network performance to help ensure the most Wi-Fi coverage throughout the home. After the initial 14-day assessment period, customers receive additional emails with information about their xFi network performance. The results are sent to the primary email address on file.Upon completion, the evaluation will produce one of two possible results: Wi-Fi boost pods recommended, or coverage looks great, no pods recommended. Customers who are not recommended for a Wi-Fi Boost Pod will receive an evaluation every six months for 24 months.
  
  ***************** also subscribes to Fast Internet at a discounted rate of $65.00. The offer began on July 2, 2024 and will expire on July 21, 2026 at which time retail rates will apply. Taxes, fees, and equipment are not included in the rates. On July 17, 2024, I spoke with ******************, explained the xFi Complete assessment timeframe.
  
  Our records indicate that xFi pods are only guaranteed, if necessary, through the whole home Wi-Fi assessment. Currently there is no indication that an xFi pod is needed. As a result, the credit request is unjustified and has been respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required 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 Region