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

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  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

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  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

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  Comcast

  3303 Main St Springfield, MA 01107-1111

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  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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:06/08/2025

  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 have been paying for 1100 mbps and I have noticed my internet speeds have been max 500 mbs! I have never received once received 1100 mbps like I have been paying and that is false advertisement as well as stealing from the customers. Whats the point of me paying that price is I am never going to see it. Right now my sped is 200mbps I am wanting a refund for the difference of the speeds. Paying for 1100 and only seeing 200mbps is not acceptable.

  Business Response

  Date: 06/17/2025

  June 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:********************
  **********************************************************************************
  
  Case Number:23440514
  Date of Notice:June 9, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** regarding Xfinity service.
  
  On June 14, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing defective connectors. ****************** was provided while on site as it was confirmed Ms. ****** was using her android phone and getting speed results of 200 MBPS. The tech showed Ms. ****** the speed results with the meter and on other devices that got an average result of 800mb wirelessly. The Service levels are confirmed to be within Xfinity specification. On June 16, 2026, I spoke with Ms. ******* ****** and verified that services are working correctly.
  
  Ms. ****** has not overpaid on the account ending in 2957 resulting in no refund being warranted and the refund request being denied. Xfinity records confirm a payment was made to the account via electronic funds transfer (eft) method. The payment returned as unpaid on May 23, 2025. The account was charged an unreturned payment fee. The fee is valid and does not warrant a credit. On May 24, 2025, Ms. ****** made a payment via eft method. The payment returned as unpaid on June 7, 2025. A returned payment fee was applied to the account on June 7, 2025. The returned payment fee is a valid charge and does not warrant a credit. Due to the returned payments the Eft payment methods are blocked on the account for 6 months beginning June 7, 2025 through December 7, 2025. All payments made must be made via credit card method or cash.
  
  On June 16, 2025, I applied a credit to cover half of the billing on the account. The credit will reflect on the July 11, 2025, billing statement On June 17, 2025, the credit was reversed to offset the credit applied on June 17, 2025. The account is not due any further credits for returned payments. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  

  Customer Answer

  Date: 06/17/2025

  [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: 23440514
  
  I am rejecting this response because: 

  I have been receiving speeds of 300-400mbps, Tech even confirmed it as well on his end. I have provided screenshots.

  I have been working with a representative about my claim that was submitted recently. I did have a Tech come out and fix my issues as well as a $75 credit, but I believe that since I had them service for over 1 year and only receiving a credit for half of one month doesnt satisfy my expectations, especially for this issues to be going on for the time that it did (many months). Therefore , I am not satisfied with the credit I received and will reject the offer on the BBB claim.
  
  Regards,
  
  Trinity ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ********************
  ***************************************************************************
  
                Case Number:                    23440514
              Date of Notice:             June 17, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by Trinity ******, regarding Xfinity service.
  
  On June 18, 2025, I spoke with Trinity ******, regarding a billing concern. On June 14, 2025, a service visit was completed. Our technician corrected the service issue by replacing defective connectors and splitters. On June 16, 2025, Trinity ****** confirmed that the service was working correctly.  
  
  On June 16, 2025, a credit was applied for the service issues, which was equivalent to half a month. On June 16, 2025, an additional courtesy credit was applied to the account. The credits will be reflected on the July 11, 2025,billing statement. The request for one year of service credit is not supported by company records, and is respectfully denied.
  
  I apologize for any inconvenience that may have been caused, while attempting to resolve this matter. I trust that this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 06/20/2025

  [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: 23440514
  
  I am rejecting this response. 
  
  Regards,
  
  Trinity ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/08/2025

  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.

  April 30, 2025. I called into Xfinity to transfer service. I explain to the representative that I was on my mothers account and that I wanted to transfer my number to my new account to include ********************** and mobile service. I explained all of this. It states that all calls are recorded so this should call definitely should be records. She claimed that it was a new promotion offering mobile service for free with the internet being a flat fee of ***** monthly. Including everything. It made sense to me so I signed up. The free phone offered was a ******* Galaxy A26 5G. I had to pay ***** and the phone was shipped out. The phone arrives on May 2 2025. I received a text to call Xfinity to activate the phone. I call Xfinity on May 03, 2025 to activate the phone. The phone was sent out with a missing **** card tray. I made the agent aware of this defect as I was trying to activate the phone. The agent submitted an incorrect ticket for me to return the phone. I returned the phone on May 06, 2025 and had to pay 9.83 for shipping for packaging although the return label from Xfinity was at no cost to me, ***** charges for shipping devices. I had to pay an additional ***** for a new device to be sent out (today is June 8, 2025) and Xfinity has yet to refund me for the first phone in the amount of *****. I went several days without my phone service because I was charged ****** for the first phone although the phone was sent out to me with defects and this is after I returned the phone. Xfinity customer service is a JOKE. Every time I call Im on the phone for more than an hour and I have screenshots to prove it. This definitely needs to be addressed with corporate to better help with customer service.

  Business Response

  Date: 06/27/2025

  June 27,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ********
  *************************************************
  *******, GA 30349
  
                  Case Number:                      23440496
              Date of Notice:             June 8, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ********.
  
  On April 30, 2025, ****** ******** purchased a ******* Galaxy A26. At that time, Xfinity Mobile 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 purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated,credits associated with device payments are lost.
  
  ****** ******** did not satisfy the promotional requirements because ****** ******** did not port a number from another carrier.
  
  Also on April 30, 2025, ****** ******** purchased service with Xfinity Mobile. At that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher), who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line, when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.
  
  ****** ******** satisfied the promotional requirements, but the promotion did not reflect on the account. On June 26, 2025, I applied a credit, equal to the value of the promotion, to the account in lieu of the promotion.
  
  Regarding the devices return and refund, Xfinity confirmed the device has been returned,and a refund was issued for the initial point of sale payment on June 8, 2025. All charges associated with the device were removed.
  
  Regarding the monthly service rate, the account reflects that ****** ******** is enrolled in the Unlimited Plan for mobile lines ending 9203 and 9081. ****** ********* account also has a monthly service fee and Protection Plan for the iPad; with device charges for the iPad and ******* Galaxy A26.
  
  Regarding the Apple iPad, on June 26, 2025, ****** ******** requested to accelerate the remaining device balance for the iPad. This will reflect on the July 2, 2025,invoice.
  
  On the 9th, 18th, 24th, and 26th of June 2025, an Xfinity Mobile Regulatory Specialist called ****** ******** and explained the information above.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****** *.
  XM Executive Resolutions

• Initial Complaint

  Date:06/07/2025

  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.

  Last year in October I decided to switch to Xfinity internet. I am not a gamer or streamer or someone with advanced technological needs so when selecting my internet speed I realized I didnt need something as extravagant as others. So looking through the options I was down to the 2 lowest speeds. The thing that solidified my decision was a big one in my eyes. Under the price in small black letters read; Data Usage of 1.2TB included, slower speeds when exceeded but No additional charges. I then thought well if Im just watching ******* I dont need the 300mbps speed Im signing up for so if the speeds are slower then its not an issue. So I decided on the lesser speed package because of this. I have had a mobile phone and have signed up for multiple tv and internet packages over the last 15 years whether it was Dish, DirecTV, **** or Comcast Xfinity so I have a very well understanding of data, as Ive never selected a phone data plan that was not unlimited knowing I would be charged for data overage as they clearly tell you when signing up you would be. Fast forward 3 months after signing up I have gone over the data 2 months in a row with no additional charges for data overage. Then in month 3 my bill goes from 38 to $138. Then $120 the next month, now its $150 and $162 in the last 2 months. The company is doing everything they can through **** to tell me that the charges are accurate and will not be removed. I feel like I am completely being taken advantage of with a bait and switch tatic with hidden charges for data. I have also noticed that the data overage charges started happening after Xfinity had an increase in price starting in January of 2025 which is when incorrect additional charges started. I really think internally the system has malfunctioned and is causing the charges incorrectly. I want nothing more than to have Xfinity clear the incorrect additional charges and clear my account and move forward with my correct charges.

  Business Response

  Date: 06/20/2025

  June 20, 2025
  
  
  BBB of **************************; ********************
  ***************************************************************************************************************************
  
  Re:      ****** *****
              **************************
              *****************
  
              File Number:   23439789
              Date of Notice:  June 8, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ****** *****.
  
  ******** is subscribed to Xfinity Connect More Internet, *********** and *************** services. Comcast has confirmed that a service order confirmation email, which contained information about the data usage policy, was sent to Mr. ***** on September 28, 2024.
  
  Regarding ****** *********** usage dispute, 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 491 GB per month. Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month. Alternatively, customers can add an unlimited data plan for an additional $30 per month or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway). Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.[1] If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. In December 2024, Mr. ***** exceeded his 1.2 TB data usage threshold and received a courtesy month credit for this overage.  Mr. ***** again exceeded his 1.2 TB usage threshold in every month from January through May 2025 for which he incurred an overage charge. On June 16, 2025, Mr. ***** signed up for *** Complete, which includes the unlimited data plan, and has not incurred (and will not incur) any overage charges for his data usage from June 2025 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 ******************** Agreement,[2] Xfinity Internet Broadband Disclosures,[3] as well as its Xfinity Internet Additional Terms[4] and Xfinity Internet Acceptable Use Policy,[5] which all Xfinity Internet customers agree to abide by as part of the ********************** ******************** Agreement. In addition, details of the policy and frequently asked questions are available for review online,[6] and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.
  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform.
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to Mr. ***** when he was approaching, had reached, and exceeded the 1.2 TB threshold.
  
  On June 16, 2025, a Comcast ***************** Assurance technician spoke with Mr. ***** to advise him of the above information.
  To ensure the accuracy of its usage meter readings,Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month.  NetForecast, an independent auditor of the accuracy of ******** usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter. The most recent NetForecast report can be viewed at ******************************************.
  As NetForecast has noted,there are many sources of unexpected consumption that may contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household.  This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates may be significant.
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic.  P2P sharing applications may operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic may be caused by security compromises affecting a users PC, mobile device, or wireless gateway.  Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors.  These attacks may result in significant data use.  As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[7]
  
  Customers should secure and actively manage their personal devices and home network.[8]  Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose.  Comcast merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses.
  
  On June 17, 2025, an Executive Customer Relations representative spoke with ******** to discuss all concerns and explained the above information. ****** ***** was advised the data overages are valid charges. A one-time courtesy credit was offered to Mr. ****** which he declined.
  
  Please contact us directly should you have any additional questions or concerns.
  
  Sincerely,
  
  Comcast ***************** Assurance
  **************    
  
  
  
  [1] *********************************************************************.
  [2] *************************************************************************************
  [3] ****************************************************************************************
  [4] *********************************************************************************
  [5] ****************************************************************************************************
  [6] *********************************************************************
  [7] These tools are available at *******************************************************************************.
  [8] ****************************************************************************************************

• Initial Complaint

  Date:06/07/2025

  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 made an appointment for a technician to arrive and fix the internet, between 1-3PM, and nobody arrived.I contacted customer support, and spoke to ****. He told me that my appointment was canceled. I did not get any notification about the cancelation at all, I had to take the day off from work and wait for the technician to arrive. Then **** said he would compensate me, and they would arrive today before 6PM to install the Gateway Modem and he would make sure that I don't pay for it. After that I received messages saying that my appointment will be 3 days from now.This is not the first time I'm having issues with this company. Such a scam. **** was joking with me and saying " Oh, I am scared. " when I told him that I would file a complaint on BBB. I saved the transcript.

  Business Response

  Date: 06/12/2025

  
  June 12, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       Salih Yahsi
              **************************************************
              ************, FL 34145
  
                Case Number:                    23438956
              Date of Notice:             June 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** Yahsi regarding Xfinity service.
  
  Our records indicate that on June 6, 2025, a service visit was scheduled for June 7, 2025. On June 6, 2025, the dispatch team reviewed the location and determined that the signal levels were within specifications, and the service visit was canceled. Our records do not show that Mr. ***** was notified. On June 7, 2025, Mr. ***** spoke with an Xfinity representative and was inaccurately advised that a new same-day appointment had been entered. However, a service visit was not scheduled during the interaction. On June 7, 2025, Mr. ***** spoke with another Xfinity representative, and a new service visit was scheduled to be completed on June 8, 2025.
  
  On June 7, 2025, a supervisor escalation ticket was created. On June 7, 2025, an Xfinity supervisor spoke with Mr. ***** and advised that he was already scheduled for the soonest available appointment on June 8, 2025. On June 7, 2025, an escalation ticket was submitted for a sooner appointment. On June 7, 2025, the ticket was closed and incorrectly noted that a service visit was scheduled for June 9, 2025. On June 7, 2025, a second escalation ticket was submitted for a sooner appointment. On June 7, 2025, the ticket was closed and noted that the customer already had an appointment for the next day, June 8, 2025.
  
  On June 7, 2025, Mr. ***** consented via text message (SMS) to a 60-month promotional offer for Gigabit Extra Internet, at a promotional rate, with xFi Complete (which includes Internet equipment and *************** at no charge. The promotional offers are effective from June 10, 2025, through July 1, 2030, at which time, the retail rates will apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The change of service order included a Getting Started Kit containing new Internet equipment to be shipped directly to the residence at no charge. The change of service will be reflected on the June 28, 2025, billing statement.
  
  The account receives a self-service discount with enrollment in both Automatic Payments with a linked credit or debit card and Paperless Billing. An increased self-service discount is available with enrollment in both Automatic Payments with a linked bank account and Paperless Billing and will be applied within 45 days of meeting the requirements. Should either self-service option be cancelled, the discount will be removed.
  On June 7, 2025, during the change of service, Mr. ***** was incorrectly advised by the Xfinity representative that the appointment booked for June 8, 2025, would be completed as scheduled. On June 7, 2025, a courtesy credit was applied to the account and will be reflected on the June 28, 2025 billing statement. Since the service order entered on June 7, 2025, included a Getting Started Kit, on June 8, 2025,the service visit was cancelled at Mr. ****** request.
  
  On June 10, 2025, an installation appointment was scheduled to be completed on June 12, 2025. On June 11, 2025, the new Internet equipment was delivered to the residence by *****. On June 11, 2025, a technician visited the residence, during which time it was identified that there was an issue with the circuit breaker box. Xfinity does not carry out repairs to a homes electrical wiring, and Mr. ***** was referred to the third-party provider ********* to complete the repairs.
  
  On June 11, 2025, a courtesy credit was applied and will be reflected on the June 28, 2025 billing statement. On June 11, 2025, I communicated with Mr. ***** via email, who is authorized on the account, to provide the aforementioned information. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:06/07/2025

  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.

  Comcast sent me out an additional wifi box back in October, I just recently returned it a month ago due to health issues and a car. I am being charged for that box that I did not request and they won't issue a credit for their mistake. My bill is different every month. I just want my refund on my account.

  Business Response

  Date: 06/17/2025

  June 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ****
              *********************************************************************
              ****,IL 60099
  
                Case Number:                    23438734
              Date of Notice:             June 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ******* **** regarding Xfinity service.
  
  On June 16, 2025, I communicated via email with *** **** who is listed as an authorized user on the account regarding equipment charges. Our records indicate that on October 14, 2024 a modem was added to the account. On March ******, the modem was returned and removed from the account.
  
  A request was submitted on May 30, 2025 for compensation for the equipment charges which were denied. I confirmed that the account was billed an unreturned equipment fee from November 14, 2024 through March 4, 2025. A refund has not been processed as the account is active and reflects a balance for services. On June 13, 2025, I applied a one-time courtesy credit to the account which will reflect on the billing statement dated July 7, 2025. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:06/07/2025

  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.

  This cable has been hanging and I feel like Im living in a ghetto. It belongs to another neighbor in our attached homes. It is extremely long. It has been like this since last year.

  Business Response

  Date: 06/18/2025

  
  June 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:                      Case Number:                     23438730
              Date of Notice:             June 7, 2025
  
              ***** ********
              **********************************************
              *********, ********
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******** regarding Xfinity service.
  
  On June 9, 2025, a service visit was scheduled during which time the technician diagnosed and identified that low-hanging cable drop line at the residence required a drop bury as opposed to being raised. The concerns were referred to the Xfinity construction team for additional assistance. On June 9, 2025, I communicated via email with Ms. ***** ******** and verified that services are working correctly.
  
  Our records confirm there is no estimated target date for the required drop line burial as the required locates and permits are required and needing to be obtained prior to the drop bury being completed. On June 11, 2025, I communicated with Ms. ******** by email and provided this information and explained that there is no estimated target date available for the completion of the drop bury. I have agreed to follow up with Ms. ******** upon completion of the drop bury to ensure the drop bury was completed to her satisfaction. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 06/18/2025

  [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: 23438730
  
  I am rejecting this response because: it has been 10 days and the situation is the same as when I initially made the complaint.  Comcast promised they would expedite the work and my husband and I and all the neighbors have to see their ugly orange cable swinging in the breeze.  
  
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/30/2025

  I wish I could tell you that Comcast finished their job.  As of today, no work has been done to bury their cable.  Comcast should not have given service before they had the cable buried.  Comcast is delaying and delaying what needs to be corrected.  
  

  ***** ********

  Customer Answer

  Date: 07/02/2025

  
  I am happy to say that Comcast finally buried their cable this morning.  If it wasnt for the Better Business Bureau, I am sure this matter would never have been taken care of. I so appreciate your getting involved and helping resolve the issue. I cant thank you enough.

  ***** ********

• Initial Complaint

  Date:06/07/2025

  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 am requesting that Xfinity Mobile unlock my ******* Galaxy Note 20, which I own outright and have paid in full. Despite multiple requests, Xfinity Mobile refuses to unlock my device and claims they cannot locate the phone on my account.Details:I purchased my ******* Galaxy Note 20 through Xfinity Mobile and have completely paid off the device. I have documentation proving ownership and payment, including an email from Xfinity Mobile confirming they unlocked my device. However, it appears they unlocked the wrong IMEI.When I contacted Xfinity Mobile support, they claimed they could not find any Note 20 on my account, despite the fact that I received an email from them stating they unlocked my device. The phone remains locked to the Xfinity Mobile network and displays Network Locked SIM Inserted when I attempt to use another carriers SIM.I have met all of Xfinity Mobiles eligibility requirements for unlocking:The device is fully paid ****** has been active for more than 60 ******* account is in good standing.Despite this, I am still unable to use my phone on another carrier.Device IMEI: ***************

  Business Response

  Date: 06/23/2025

  
  June 23, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ***** ******
           ***************************************
           *********, MD 21213
  
           Case Number:   23438701
           Date of Notice:  June 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ***** ****** regarding Xfinity Mobile service.
  
  On June 10, 2025, I spoke with Mr. ****** regarding his Xfinity Mobile concern. It was confirmed that Mr. ****** had exchanged his purchased ******* Device through either a warranty replacement with the Original Equipment Manufacturer or through an insurance replacement. The device was updated within the Xfinity Mobile system on June 7, 2025, and the unlock request was completed. The unlock codes were provided to Mr. ****** the same day. On June 10, 2025, I provided Mr. ****** with the steps required on the device to complete the unlock process and provided my contact information should further assistance be needed.  
  
  I apologized for any inconvenience this may have 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:06/07/2025

  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.

  I am writing to formally lodge a complaint regarding persistent issues with Comcasts TV service that have been ongoing since December 2022. Despite multiple service visits and attempts to resolve the problem, the situation remains unresolved.The issue began in late November 2022, and since then, I have experienced consistent problems with my cable connection. Specifically, every time I turn on the television, I am required to reboot the cable box to make it functional. Two different technicians have visited my home, yet neither has been able to identify or resolve the root cause of the issue. The cable from the street to my house was replaced, all internal connections were tested using their meters. TV boxes themselves have been replaced multiple times, but the problem persists.On December 25, 2023, one of the technicians seemed to temporarily resolve the issue after running diagnostics, replacing cables, and addressing a setup issue in the front room. However, this fix was short-lived, the problem reappeared the very next day. The front room TV box only works intermittently and continues to freeze or cycle through channels until rebooted. Despite numerous efforts to escalate this issue, including reaching out to Comcast repeatedly, I find myself stuck in a cycle of temporary solutions without a permanent resolution.I expect a reliable and functional service, especially given the substantial fees I pay monthly. The lack of a solution after nearly two years of troubleshooting is unacceptable. I am requesting immediate intervention from Comcast to address this issue definitively. I urge Comcast to conduct a thorough investigation and ensure their equipment, connections, and overall infrastructure are up to standard. This ongoing inconvenience has severely impacted my ability to enjoy the service. I hope you can assist in resolving this issue promptly and ensure Comcast provides the reliable service they promise to their customers.

  Business Response

  Date: 06/20/2025

  June 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:***** ******
  ********************
  *****************
  
  Case Number: 23438636
  Date of Notice: June 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service. 
  
  On June 12, 2025, I spoke with Mr. ****** regarding his service issues. I scheduled a technician appointment to be completed on June 13, 2025, to investigate the service concerns. On June 13, 2025, a technician investigated the concern and found that Mr. ****** has the Comcast Cable Box going through an entertainment system and then to his ******************* Upon investigation it was determined that the issue was caused by the HDMI-CEC/Anynet settings on the entertainment equipment and the ******************* The technician corrected the HDMI-CEC/Anynet settings to resolve the blank screen issues. The technician also conducted a check of the Comcast wiring and signal levels and found all of the Comcast services and equipment to be operating within company standards. 
  
  After review of the account, I confirmed there was no evidence of multiple technician appointments scheduled at the home. Records indicate that prior to the June 13, 2025 technician appointment, the last technician appointment was on December 25, 2023. 
  
  Mr. OLearys request for compensation is respectfully denied as it was verified that his own entertainment system equipment was causing the video signal to not reach the ****************** without changing the HDMI-CEC/Anynet settings, and this was not an issue with Xfinity service or equipment. 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
  
  

  Customer Answer

  Date: 06/20/2025

  Good day,

  Comcast has contacted me, and a technician has been dispatched.  The issue has promptly been resolved.  No further action is necessary. 

   

  Customer Answer

  Date: 06/25/2025

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

• Initial Complaint

  Date:06/07/2025

  Type:Delivery 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 never received this storm ready device, I called and reported my package had been opened and the device taken. Company said they would mail a new one and never did. Company was notified that package was never received and they instructed me to go to a location and pick one up. I said I cant do this since I dont have a vehicle and they took it off my account. Now they are charging me for the device that I never received.

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       **** *******
              **************************
              ******, ******** 80203
  
              Case Number:               23438606
              Date of Notice:             June 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms.**** ******* regarding Xfinity service.
  
  Comcast records reflect that Ms. ************** contacted customer service on March 31, 2025 to report that the Storm Ready Wi-Fi device was shipped to her home, but the device was removed from the package. The customer service representative offered to ship a new Storm Ready Wi-Fi device to Ms. ******* but she opted to go to the Xfinity Store to pick up a new one.
  
  On June 10, 2025, I spoke with ********** and confirmed that she had accepted and consented to a 12-month contractual offer for Fast internet service on February 11, 2025.The contract was effective beginning on February 26, 2025 and would have expired on February 26, 2026. The promotional price would have been effective beginning on February 26, 2025 and would have expired on February 25, 2027, at which time the standard monthly rate would have applied. A discount is applied monthly because the account was enrolled in automatic payments and paperless billing. This offer also included Storm ready Wi-Fi that was broken down into 36 monthly installment payments. We obtained Ms. ******** consent for this package via the web on February 11, 2025.
  
  On June 11, 2025, as a courtesy, I reversed the charge for the Storm Ready Wi-Fi and the credit will reflect on the July 4, 2025 billing statement.
  
  On June 17, 2025, I spoke with Ms. ******* and explained the above information. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  ******* *.
  Executive Customer Relations
  **************
  
  
  

• Initial Complaint

  Date:06/07/2025

  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.

  Im filing a complaint against Xfinity/Comcast for misrepresentation, overbilling, broken promises, and unresolved technical issues. In early 2025, I was told over the phone my monthly bill would be around $105 for xFi Complete. Instead, I was billed ~$150 for 3 months, totaling $135 in overcharges. When I called to cancel, a retention agent admitted I should have been on the $105 plan from the beginning and said they would backdate it. Ive received no confirmation, and theres no visibility of any credits on my account, app, or website. I was promised two xFi Pods with my plan but only received one. I was told in chat I could pick up the second at a store, but when I went, they said, The chat agent lied. This happens all the time. My support ticket (ECM0014175502) was later closed with no resolution. On June 6, 2025, after being transferred between multiple agents regarding Ethernet issues, Agent ****** promised, I will book a technician for you at no charge. On June 7, I received a very early morning call from another agent who tried to convince me to cancel the visit. I declined. Afterward, I received an email confirming the appointmentwith a charge and for the wrong date. When I called to correct it, I was told the date was accurate and that I would be charged, despite the original chat promise. I was even accused of lying, though I have the transcript. Support has been consistently filled with misinformation, conflicting answers, and no accountability. Ive had to swap equipment over *************************************************************************** takes ownership. I was also told to stop using my Netgear modem (still listed as compatible) and have had nonstop issues since switching. I have several call recording and chat transcripts documentation supporting all of these claims.

  Business Response

  Date: 06/23/2025

  
  June 23, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** ******
           *************************************
           ********, CO 80602
  
           Case Number:   23438309
           Date of Notice:  June 7, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****** regarding Xfinity service.
  
  On June 10, 2025, I spoke with Mr. ****** and confirmed he is currently subscribed to a 5-Year Guarantee Discount promotion with Gigabit X2 Internet with the xFi Complete (which includes a wireless gateway and unlimited data) that began on June 1, 2025, and is valid until June 2, 2030, at which time the retail rates will apply. Mr. ****** receives a monthly self-service discount for enrollment in paperless billing and automatic payments through a credit/debit card.
  
  Our records show that a technician recovery visit was completed at the residence on June 14, 2025, during which the technician replaced the modem and found that all signal and speed tests were passing without any degradation of services. The issue appears to be a Wi-Fi coverage issue due to the size of the house and Mr. ******* third-party extenders not working correctly.
  
  We are unable to substantiate Mr. ****** claim of being promised two xFi pods but only one being sent. However, we will credit Mr. ****** account for the purchase of one xFi pod with receipt as a courtesy. We will follow up with Mr. ****** about this purchase and compensation.
  
  Comcast records show a one-time courtesy credit was added on June 16, 2025, and the Technician recovery fee was also reversed on the same day. The credits will reflect on the June 23, 2025, billing statement.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 06/24/2025

  [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.  I would like it noted the issue was not with my 3rd party and extenders it was with the xfi modem blocking it randomly and that part of the resolution was to correct my billing to start in February which has already been done. 
  
  Regards,
  
  **** ******