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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

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:07/11/2024

  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.

  This about their lack communication towards us customers. Of course we had a hurricane on Monday, however, on Tuesday my power came back on. Here it is Thursday July 11, Im still without Xfinity service. I work from home and each day that Im not working I lose money. So far that was over $400. Its dry in my area now and safe for Xfinity to come and start working on our service. However, trying to communicate with them, they refuse to give a time frame when they will come out to fix anything. I need to get back to work asap. There is no excuse for them not to do their job. Im in the ***** area code. They need to get a crew out here now to start repairs. Im a single parent and I cant afford to sit here and not make money to pay my bills. If yall can contact them to get a work crew out here now I would appreciate it as well as the rest of the neighborhood. This is ridiculous that we have to wait this long but when it comes to paying your bill, they expect us to be punctual. We need service asap over here. Thank you

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***************************
               ***************************************
               ****************
  
               Case Number:                      21973661
               Date of Notice:             July 11, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  I attempted to contact ****************** via telephone and email several times. While my attempts were unsuccessful, a review was completed on the account. Our records indicate on July 8, 2024, Ms. ******** area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. On July 9, 2024, residential power was restored,however, commercial power was not restored; therefore, the Xfinity service was not working.
  
  On July 12, 2024, this concern was forwarded to our Technical Operations Team to investigate the issue. On July 14, 2024, the Technical Operations Team deployed a generator in the area to restore service until commercial power was restored on July 15, 2024. On July 15, 2024, the Technical Operations Team confirmed Ms.******** modem was online and the signal levels were within the appropriate specifications.
  
  On July 18, 2024, I applied a credit for the loss of service. This credit will reflect in the July 27, 2024, billing statement.
  
  On July 30, 2024, this concern was again forwarded to the Technical Operations Team to further investigate this issue as the modem was still showing as not recognized.On July 31, 2024, a Technical Operations Supervisor visited Ms. ******** location. ****************** was not home, but the Technical Operations Supervisor determined the modem listed on the account is not recognized due to the Comcast cable line was cut, to allow another service provider to utilize the same access point into the home.
  
  In order to address any additional questions or concerns regarding this matter, additional contact with ****************** is necessary.I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  *****
  Executive Customer Relations

• Initial Complaint

  Date:07/11/2024

  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.

  On 6-11-2024 Comcast decided between 8am to 4pm to do system upgrades and do network upgrades to their system they provided No advance notice of this massive outage and should have done this upgrade in the evening hours.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:******************
  ******************************;
  ***************
  
  Case Number:21973390
  Date of Notice:July 11, 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, there was a service outage in Mr. ************** area due to planned maintenance activity. On July 11, 2024, the maintenance activities were completed, and services were restored. On July 16, 2024, I spoke with Mr. ************ and verified that services were working correctly. 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: 07/30/2024

  [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,
  
  Perry ************
  
  

• Initial Complaint

  Date:07/11/2024

  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.

  Please reference complaint ID ******** for prior history. In the response letter it states Effective June 23, 2024, the promotion will transition to the second-year promotional rate for 12 months, expiring June 22, 2025. That promotion rate is $30.00. However, today July 11, 2024, Comcast drafted my bank account a higher amount of $45.00, not honoring their previous complaint resolution response. Please help in getting this resolved.

  Customer Answer

  Date: 07/11/2024

  I received a call this afternoon from Gay in executive customer relations, the same representative who responded in writing to my last complaint. She stated that the amount was not listed for a reason, because it is a different promotional rate now. But that is not what the response letter stated. If what *** is stating is true, what was written in the response meets the definition of UDAAP. It was misleading and deceptive. She is now saying although they have already charged me an increased amount they will not refund, and now I have to authorize a change to get the same rate they already promised in the previous response letter. 

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:                      Case Number:                      21973291
              Date of Notice:             July 11, 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 that the digital consent was approved on June 16, 2023, via text message for Connect internet at a promotional rate for 12 months effective June 16, 2023, expires June 23, 2024. Effective June 23, 2024, the promotion will transition to the second-year promotional rate for 12 months, expiring June 22, 2025. The approved consent indicated an estimated monthly bill (includes monthly self-service discount with EcoBill and AutoPay enrolled with a bank account).
  
  A bill generated on June 19,2024, which indicated a payment due. An *** (Electronic Funds Transfer) payment was processed via autopay was posted on July 11, 2024. Effective June 23, 2024,connect internet transition to the second-year promotional rate (with a monthly self-service discount with EcoBill and AutoPay enrolled with a bank account)for 12 months, expiring June 22, 2025. The new promotional rate was first reflected on June 19, 2024, billing statement. Ms. *************************** is being billed correctly.
  
  On July 11, 2024, I spoke to ************** regarding her billing concerns. ************** was provided with the above information. declined to make any change during our interaction. ************** was made aware that we are unable to refund the *** (Electronic Funds Transfer) payment processed via autopay posted on July 11, 2024.The account has a zero balance as of July 11, 2024,after the payment posted. There is no credit balance eligible for a refund.
  
  On July 12, 2024, ************** repackaged the account and approved the digital consent on July 12, 2024, via text message for Connect internet at a promotional rate for 12 months effective July 12, 2024, expires July 22, 2025.The approved consent indicated an estimated monthly bill per month (includes a monthly self-service discount with EcoBill and AutoPay enrolled with a bank account).
  
  Monthly charges *** be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. 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:07/11/2024

  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.

  Was on automatic payments. Changed mobile phone provider. Paid off a phone that had a balance. The mobile account was closed on 6/7/24. On 6/12/ my bank account was charged $158.09. I attempted to contact xfinity and unable to get an answer on the phone number provided on my bank statement and other numbers went in person 6/10/24 acct. doesnt exist so they couldnt help. So Im out the money. My bank cant fix it either. Im a senior citizen on a fixed income raising my grandkids That is a lot of money to my family *** already spent over 8 hours trying to get my refund

  Business Response

  Date: 07/17/2024

  
  July 17, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *************************
              *****************************
              **********, ** 19468
  
                Case Number:                    21973203
              Date of Notice:             July 11, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On September 19, 2022, *************** established mobile services with two lines via a BYOD (bring your own device) Apple iPhone 8 and Apple iPhone XS. On December 6, 2022, **************** purchased an Apple iPhone 13 under the 24-month device payment plan. **************** maintained the two active lines of services and one with a device payment plan.
  
  Xfinity does not pre-bill for mobile services, therefore customers are not charged for service until after service is used. On June 7, 2024, **************** cancelled the two mobile lines on the account. On June 10, 2024, **************** was charged for her April 21-May 20,2024, billing cycle. On June 17, 2024, **************** backed out of this payment (disputed with her banking system, funds returned to customer). On June *******, the backout was reversed (monies returned to Xfinity) as the charges were valid.
  
  Currently **************** owes for the prorated May 21-June 20, 2024, billing cycle, and for the remaining Apple iPhone 13 device balance, as this device has not yet been paid off. **************** will continue to be charged monthly for the remaining 4-months (August 10,September 10, October 10, November 10, 2024) left of device payments. In the event Ms. ******* account goes into to a cancellation status for non-payment,the full device balance will accelerate (balance brought forward). I made several unsuccessful call and email attempts to contact **************** to educate her of her account details. There are no refunds/credits due to **************** and all charges on the account are valid. 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,
  
  
  ****************
  XM Executive Resolutions

• Initial Complaint

  Date:07/11/2024

  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.

  ************************* , Hello in 2020 to 2023 I ************************* purchased 2 cell phones one for myself and one for my 12 year old child daughter now upon buying the phone I was asked if I would like insurance on the phone's if either one of them should be lost stolen or damage no about 8 months down the road my phone was stolen and I went back to the store and reported to Xfinity mobile now they tell me that they made a claim report and and was going to shut the phone off however even upon purchased they said I was fully covered now asking for a replacement they told me i was not going to be able to receive one now this is what sparked up a conflict of interest and yet they continue to charge me for a phone and had refuse to replace the first personal one I purchased for myself and so this is the issue at hand here so can some one please help because of them I was un able to purchased a motor vehicle for my child and I to get important appointments. thank you for your time

  Business Response

  Date: 07/24/2024

  
  July 24, 2024
  
  
  BBB of ******************* & ********************
  **********************************************************************************************************************************************
  
  Re:       Phillipple *****
              *****************, Apartment G
              *******, WA 99202
  
              File Number:                                        21971668
              Date of Notice:                                     July 12,2024
  
  To the Better Business Bureau:
  
  This letter responds to the above-referenced complaint submitted to your office by *********************.
  
  I made several attempts to contact ************** via telephone and/or email. Although I was unable to reach **************, a review was completed on the account. Our records indicate ************** started service with Xfinity Mobile on December 2, 2021, with two lines of service. ************** purchased an Apple iPhone SE and a ******** *********** on a device payment plan with monthly installments for 24 months. Xfinity Mobile Protection Plan which offers benefits like accidental damage coverage, out-of-warranty hardware service, and loss or theft coverage was not purchased for either device. On July 5, ********************* placed an order for a ******** ************ on a device payment plan with monthly installments to replace the device on the ********************** line ending in 8430. Xfinity Mobile Protection Plan was added to the ******** ************ at the time of purchase.
  
  The Xfinity Mobile Protection Plan is handled by a Third Party,Assurant, and all claims are handled through Assurant. As coverage varies based on the state a customer resides in, a copy of the coverage/terms and conditions was mailed to the customer by Assurant.
  
  Per the Retail Installment Contract, You bear the entire risk of loss, theft or damage to the Device from any cause during the term of this Installment Agreement. Even if the Device is lost, stolen or damaged, you remain obligated for the total of the payments. If you qualify and it is available at the time of purchase, you *** obtain property insurance on the Device from us at the time of purchase. You *** also obtain property insurance from others on your Device purchased under this Installment Agreement. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions

• Initial Complaint

  Date:07/11/2024

  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 had Xfinity as my internet provider for many years and have had no problem with them until they did a so called UPGRADE as they call it about a month ago. I work from home so I have to have my internet up and running at all times. I do understand the occasional issue that come up but my internet never went out until after this so called UPGRADE. I had to take a full day off while they did this upgrade and I was fine with that. They gave me a notice it was going to be down so I used a day of my PTO. So ever since then my internet has been going off and weak connection which affects my work. We have called numerous times and they finally came out and said the problem was fixed. Well now it is 7/11/24 and my internet has been out since 7/8/24! We have called daily and cant get through to a live person. The recording that comes on says that they are aware of the situation and will get it on as soon as possible. There is not any trucks working in this neighborhood to get any of us restored. So now Im having to use up all my PTO time that I have accumulated. I have no more PTO time to use so I will not be getting paid if its not restored by Friday 7/12/24. When I had called a couple of weeks back and I was put with a supervisor the supervisor hung up on me when I was telling him how unsatisfactory their service has been.

  Business Response

  Date: 07/26/2024

  
  July 26,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  
  Re:        ***************************
  ****************************************************************************
  
                Case Number:                    21973050
              Date of Notice:             July 11, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* on behalf of *******************************.
  
  Xfinity records indicate on July 8, 2024,Hurricane ************************* the area causing multiple residential power outages across the State of *****. On July 8, 2024, an Xfinity service outages was declared due to residential power outages. ****************** confirmed his service was restored on July 13, 2024.
  

  The outage fully resolved in on July 17,2024.  On July 15, 2024, I spoke with *****************, the account holder, who declined a service visit. ****************** advised the service started working once the power was restored. 
  
  On July 15, 2024, a service adjustment was applied to the account and reflected on the July 19, 2024, billing statement. As a courtesy, I followed up with ****************** on July 25, 2024, to confirm services are still working as intended. As of today, the signals are within specification. 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 *************.
  
  Regards,
  
  
  ***** L
  Executive Customer Relations

• Initial Complaint

  Date:07/11/2024

  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.

  Recently Xfinity has been working on internet in my area. It's been going on for 2 or 3 days and I lose the internet connection every time I turn on my device TV and phone. My cable router says it's connected with the LEDs I see in the front but when I try to use the internet my devices indicate no ******************** connection.

  Business Response

  Date: 07/24/2024

  
  July 24, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:   **************************;
           *************************************************
           ******, ** 93737
  
           Case Number: 21972806
           Date of Notice: July 11, 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 9, 2024, ****************** service was affected by an outage in his area, causing the loss of service for multiple customers. On July 10, 2024, ********************'s maintenance team identified and corrected the issue causing the outage by repairing a damaged fiber line. On July 19, 2024, I spoke with **************** and confirmed services are working normally.
  
  On July 19, 2024, I applied a credit for the loss of service. This credit will reflect on the August 16, 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:07/11/2024

  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.

  we changed our xfinity internet plan with xfinity on june 19th to $55/month and when i look at my new statement june 21 is $99 then the new future month is over $100, there is so called one time charge $100 i have no idea what was it and it was never being mention to us when we changed the plan. we have confirmed so many times when the new June 21 statement starts, we will have a new 2 year contracts with xfinity and its going to be $55 and there is no extra fee and no extra anything. and our new order was ****************.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*************************
  4632 *****************.
  *****************
  
  Case Number:21972583 
  Date of Notice:July 11, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************, a manager on **************** account, regarding ********************** service.
  
  On July 19, 2024, I spoke with ************** and confirmed she is currently subscribed to a 24-month promotion effective June 19, 2024, through June 20, 2026, then standard retail rate will apply. ************** is receiving autopay and paperless billing discount. Additional services, equipment, taxes and fees are not included. The new rate reflected on July 1, 2024, billing statement.
  
  On June 21, 2024, a tech recovery appointment was completed the technician installed the leased Comcast modem and activated the cable outlet. An installation fee was charged to the account, the fee is valid. 
  
  On July 11, 2024, a courtesy credit was applied to the account. The credit reflected on July 16, 2024, billing statement. On July 12, 2024, Comcast received a payment that cleared the June 16, 2024, bill balance. With the payment there is a balance on the account which reflected on July 16, 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 ****** 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.

  On May 23rd I placed an order with Xfinity for internet service at my new house that has just been built. I had an installation appointment for May 30th and nobody showed up. I received two text messages that day saying that the tech was arriving shortly and then stating that the tech had arrived and would be with me shortly, all of which were blatant lies since I was standing outside the house and no one was there. Multiple phone calls and appointments later, today I had the FOURTH visit from a technician and I have yet to have internet service. I have completely lost faith in Comcasts service, not even the new service problem solving department can get my internet service going in a reasonable time. On July 2nd I was contacted by this department and promised that they would have a solution and my internet running today, however the construction team had not installed an adapter box on the newly ran line on one of my poles. I was once again available at home for the installation and had my time wasted. I find it incredibly frustrating that this appointment was allowed to be created when clearly the infrastructure necessary had not been completed. All I want is proper, basic customer service with an actual solution and acceptable timeline. All of the time that I have lost on the phone and making myself available at the house for these appointments I cant get back, so a final solution is the least I could get. I have lost track of how many calls, tickets and appointments have been made regarding this issue.Comcast has been nothing but consistently disappointing and unreliable.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***************************** *******
              *********************************
              ************, ** 37807
  
              Case Number:                      21972275
              Date of Notice:                     July 11, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** ******* regarding Xfinity service.
  
  On July 19, 2024, I spoke with ****************** and confirmed the installation of new services was completed on July 13, 2024, once construction was completed on July 12, 2024. ****************** consented to 12- month term agreement for the Connect more internet package. The term agreement is effective July 13, 2024 through July 13, 2025. The  promotional offer is effective from July 13,2024, through July 12, 2025. These promotional prices do not include any additional services, equipment rentals, or applicable taxes and fees. At the end of the promotional period retail rates will apply. The package includes a self-service discount for enrolling in autopay and ecobill. The package also includes a 12-month free modem on a promotion from July 13, 2024 through July 12, 2025.
  
  I further confirmed with ****************** he has not been charged any type of installation fee, subsequently, the request for compensation 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 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: 07/30/2024

  [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: 21972275
  
  I am rejecting this response because:
  
  The new service was installed on July 13th under a temporary line. I was informed that in 14 days another work crew would come out to our location and perform a final installation consisting of a buried cable. I called to update the cable bury request on the 14th since it had been made with no preference to receive a phone call before that took place or to be home during installation (which was contrary to my preference). During that call the representative informed me that they had an appointment available on Tuesday the 16th between 8am and 8pm, which I accepted. I asked and confirmed if that was an appropriate appointment for my needs and the representative assured me that it was. It is obvious that a major leadership and training problem exist, since once again Xfinity delivered on NOT showing up OR calling, so I made myself available one more time for nothing. The 14 day window has closed and I never received any other updates on when the final installation will be completed.

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

  
  

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:  ***************************** *******
          *********************************
          ************, ********
  
          Case Number:   21972275 - Rebuttal
          Date of Notice:   July 30, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** ******* regarding Xfinity service.
  
  On August 2, 2024, I spoke with ***************************** ******* and confirmed that the installation of new services was completed on July 13, 2024. The service was installed with Connect More Internet, which is billed monthly, not including equipment taxes or service fees. On July 13, 2024, a temporary cable was placed while we were waiting for the lines to be marked by a local utility company so we could bury the drop line. On July 31, 2024, the drop line was buried to resolve the safety concerns. 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: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this has been a complete waste of time. The business did not even attempt to address my concerns regarding the visit that was scheduled for Tuesday and nobody showed up. Most importantly, the business stated that they were waiting for the local utility company to come out to my address and **** the existing buried power line and that NEVER happened. I was present during the cable bury and had to show the crew where my existing lines are buried. I dont see the point in continuing to voice my concerns with a dishonest business that does not values its customers time. 
  
  Sincerely,
  
  ***************************** *******
  
  

• Initial Complaint

  Date:07/10/2024

  Type:Order 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.

  Xfinity hasnt given us functional WiFi or made an attempt to connect the issue.

  Business Response

  Date: 07/18/2024

  July 18,2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *********************************
              ****************
              Hope, IN 47246
  
                Case Number:                    21972262
                Date of Notice:             July 10, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  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 apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  

  Customer Answer

  Date: 07/25/2024

  Can I withdraw the complaint? it was resolved. Thanks