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

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  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:12/14/2022

  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.

  In October 2021, hazardous weather was responsible for a tree falling on our property that resulted in a utility pole being snapped and wires falling on our property. We have requested that Comcast re-hang the wires that are a tripping hazard for over a year without any resolution. I have more than 10 support tickets in the system asking them to take care of this hazard and nothing has been done. We are not able to use a part of my property because of the downed wires.

  Business Response

  Date: 12/27/2022

  December 27, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*************************
  ** *********
  Washington, PA *****
  
  Case Number:********
  Date of Notice:December 14, 2022
  
  Dear Sir/*****:
  
  This letter 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, our records confirm that on December 14, 2022, our Maintenance Team was onsite and raised the low-lying drop cable. In addition, a new feeder line has been activated on December 19, 2022.  Our construction team will be returning to install additional support for the pole, any further work will not affect **. ******** service.
  
  On December 19, 2022, our Maintenance Team was able to make contact with ****************** and explained the above aforementioned information. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
   
  Sincerely,
   
  Jay B
  Executive Customer Relations
  

• Initial Complaint

  Date:12/12/2022

  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.

  Had new line ran and installed. Took 10 weeks for a contacted company to come and bury the line. When the person arrived randomly without notice mid Sunday, they stated that their boss would not let them use the machine to bury the line and had to hand dig to bury. When they left I had to call in because the line was not fully buried in my yard and could still be seen. My service was also not working. A technician was sent out took video of the unburied line and made a new ticket for a pre-bury on Oct 10th. I was told 1 to 14 days it would be taken care of. I have now called 5 time to get this taken care of and I was told today Dec 12th that my other tickets were cancelled by the installer and that a new ticket was being made. I was also told 1 to 14 days it would be fixed. I am not getting his dangerous line fixed for another (1-14) days but my children and dog need to keep away from it to not injure themselves.

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: *** ****
  **** ******** *****
  Indianapolis, IN *****
  
  Case Number: ********
  Date of Notice: December 12, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** **** regarding Xfinity service.
  
  On December 21, 2022, our construction team visited the location and completed burial of the lines in question. On December 21, 2022, I spoke with *** **** and confirmed that the lines in question were buried. *** **** reported experiencing service loss and a service visit was scheduled for December 22, 2022. On December 21, 2022, *** **** canceled the scheduled service call and *** **** confirmed that *** **** was no longer experiencing service loss. A review of the account reflects that the signal levels to the residence are within Comcast specifications.
  
  On December 13, 2022, a courtesy credit was applied to the account. On December 22, 2022, a credit for one month of service was applied to the account. The credits will be reflected on the December 27, 2022, billing statement. I apologized 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 resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####, Extension *******.
  
  Sincerely,
  
  Salitha D.
  Executive Customer Relations
  

• Initial Complaint

  Date:12/11/2022

  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.

  After many years as a Comcast customer I decided to go with a different internet provider. I called November 22,2022 and canceled my service. I returned my equipment and thought I was good to go. December 4th a payment for $104 is withdrawn from my checking account. I chatted with someone at Comcast who provided this chat ID #****************** who informed me my money would be refunded to me in 3-5 days automatically back into my checking account. December 10th, I chat with ****** employee #***** said that the information I was given before was wrong it takes 7-14 days to get a refund mailed to you by check. She then transferred me to ******* who then told me they haven't mailed my check yet not until the 14th of December and that they were only refunding 84 of my 104 payment. Not being able to talk to someone by phone makes it extremely hard to know what is going on. I want all $104 refunded to me.

  Business Response

  Date: 12/29/2022

  December 29, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*************************************
  ***** ******* ***** 
  Spring Lake, MI *****
  
  Case Number:********
  Date of Notice:December 11, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************************** regarding Xfinity service.
  
  I communicated with ************************** via email multiple times between December 12 to December 19, 2022. Our records reflect the billing statement dated November 12, 2022 was for service dates November 16, 2022 to December 15, 2022 with the amount due.  ************************** account has been enrolled on automatic payments since at least November 12, 2020, so the billing statement reflected the amount due would be withdrawn via AutoPay on December 3, 2022. The automatic payment was to include the amount due, plus or minus any payment related activities or adjustments, and less any credits issued before your bill due date.
  
  Then, the account was disconnected on November 29, 2022 with a billing stop date of November 22, 2022, as requested. The prorate credits for services removed were applied to the account on November 29, 2022. However, due to an error, the full amount due from the billing statement dated November 12, 2022 was withdrawn via automatic payment on December 4, 2022. This created a credit balance on the account. Additionally, at that time, a final billing statement reflect the account disconnection and prorate credits has yet to generate or print. 
  
  As a courtesy, I applied a credit bringing the credit balance to the full amount of the December 4, 2022 payment made. On December 14, 2022, a request was sent to finance to refund the credit balance. I advised ********************** via email on December 14, 2022 of the above information and the refund request.
  
  Email dated December 15, 2022 stated the payment has been returned to the credit card on file. Please allow 3-5 business days for the funds to reflect in the account. Then, ********************** confirmed via email on December 19, 2022 that she received her refund. The account is closed with a zero balance and another billing statement may or may generate. I apologized 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 resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Regards,
  
  Jason Z. 
  Executive Customer Relations 
  

  Customer Answer

  Date: 12/29/2022

  [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:12/10/2022

  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.

  I bought two ******* from Xfinity mobile but I returned both unopened. I got one refund back but I have calling the over a month for the other. The amount is 1743.99. They keep telling me that they are working on it but nothing has happened. I am tired of the service I am getting from them

  Business Response

  Date: 12/30/2022

  
  December 30, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*******************
  *** ***************
  Rainbow City, AL *****
  
  Case Number:********
  Date of Notice:December 11, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** **** regarding Xfinity service.
  
  Comcast records indicate on September 20, 2022, *** **** ordered two ***** ****** ** *** ***, 1 TB online and paid in full for the devices. On October 21, 2022, two different return orders were submitted for both devices at our Xfinity retail location. I confirmed one device was received at our Xfinity warehouse on October 27, 2022, and on November 2, 2022, a refund for one device was provided back to the card ending in 1176. The second device was delivered to another location on October 26, 2022; however, Xfinity will take responsibility for locating the device.
  
  On December 11, 2022, we charged *** **** for the November 21, 2022, billing statement. On December 12, 2022, five refunds totaling the charge was provided to *** ****. On December 21, 2022, a credit was applied to the December 21, 2022, billing statement to remove all charges from the account. *** **** no longer owes a balance to Xfinity Mobile.
  
  On December 12, 2022, I spoke with *** ****, he confirmed he received one of his refunds, and for the other payment, he disputed the charge with his bank and received a temporary refund. I explained because he disputed the charge, I am unable to process a refund but once the dispute is over if his bank recharges him for it to reach out to me directly and I will process a refund for the full amount. *** **** stated he understood.
  
  On December 20, 2022, I followed up with *** ****. He explained he has not been recharged for the device charge that he disputed with his bank. I explained to *** **** again that if his bank recharges him for it to reach out to me directly and I will process a refund for the full amount. *** **** stated he understood. I apologized 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 resolution in this matter. Should you have any questions or need additional information, please contact me at (844) 963-0087 Extension *******.
  
  Sincerely,

  Desire S.
  XM Executive Resolutions

  Customer Answer

  Date: 01/01/2023

  [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:12/08/2022

  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 received an email stating I can upgrade my internet at no cost. I called and upgraded, later to find out I was charged for an upgrade prorate charge. When trying to dispute it on three different days at an hour to two hours each chat session or call all I got was transferred to poor English speaking people and then was disconnected. They do not take you serious nor do they speak English well. I have a balance of $13.52 that I should never have been billed for in the first place. This company's customer service is so unprofessional it's emotionally stressful. I would like a credit for $13.52 and also I'd like to be compensated for the four hours of getting the runaround. I'll be happy with more credits to my account for my time being wasted.

  Business Response

  Date: 12/19/2022

  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ************************************************ ***** ****
  ************* ** *****
  
  ***       *********************************
              ****************************************************************************************************************************************** *****
  
                  **** *******                      ********
              **** ** *******             ******** ** ****
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************************* regarding Xfinity service.
  
  I made several attempts to contact ************************ via telephone and email.  Although I was unable to reach ************************,a review was completed on the account.
  
  Our records indicate on August 18,2022, ************************ upgraded in Internet Essentials service to Internet Essentials Plus.  The account reflected prorated charges due to a result of the change. A shipping and handling fee applied on August 16, 2022, was credited on December 22, 2022.  A service credit for Internet Essentials was also provided on October 22, 2022.  This credit reflected on the November 10, 2022 billing statement.
  
  Additionally,our records reflect Ms. *********** Affordable Connectivity Program credit she receives on the 10th of the following month, covers all the new charges for Internet ************** services. Please be advised billing on this account is accurate.  I apologize for any inconvenience experienced 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 Response Team

  Customer Answer

  Date: 12/19/2022

  [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: ********
  
  I am rejecting this response because:They contradicted themselves and said I was charged $13.25 for prorating and then admitted that I was upgraded and the upgraded is completely covered by the affordable connectivity program. The shipping and handling charge that was credited was for a package I never received and has nothing to do with this complaint. I spoke with a manager the day I filed this complaint and I was told I was being credited the $13.25 but he was having a problem with the system not allowing him to process the credit. I was on chat for several hours of my time and he told me he was trying to process the credit. I also advised him that I currently do not have a working phone at the time and to remove the old phone numbers from my account. I am available through email. 
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/08/2022

  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 moved to a new house, xfinity came to do the install and said they couldn't install cable only internet. I had an appointment scheduled for 12/5 with a 5.5 hour window for them to come install cable, no one showed up. Spent 2 hours online and on the phone and was told someone would be there between 4-5pm that evening, once again, no one showed up. Spent another 2.5 hours online trying to get an appointment for the next day. Each time I was online or on the phone I was transferred several times. Even though I specified multiple times it was for cable install, they were under the impression it was internet related even though I said it wasn't. Finally got the appointment and the tech came out - tech was great. He was also told he was there for an internet issue, but when we told him no it was for cable install, he was excellent and the installation is complete. I lost a whole day of work prior dealing with these issues. Was told I could call after the installation occurred to see what could be done for the inconvenience. I called back after installation and once again was given the runaround but finally got them to agree to a $100 credit to my account. When I originally scheduled the move I was told since it's a new address, my bill inclusive of taxes and fees would be $185/month. The day after cable installation, I received a bill of $281. No credit on the account, no one can seem to find it, and no one can explain to me why the bill is nearly $100 more than what I was promised and have an email on. Each time I spoke to someone I asked for email documentation so I would have record and no one could do that, likely because they continue to go back on what they tell their customers. I have never experienced such poor customer service in my entire life. I would like to have AT LEAST 1 month comped on my bill in addition to the $100 credit I was promised for all the time I wasted dealing with their incompetence.

  Business Response

  Date: 12/27/2022

  December 27, 2022
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: *****************************
  * ************
  Pembroke, MA *****
  
  Case Number:******** 
  Date of Notice:December 8, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service. 
  
  On December 21, 2022, I spoke with ******************** and confirmed she is currently subscribed to Select Plus More 24-month term agreement effective December 6, 2022, through December 10, 2024. The package transitions to a 12-month promotion effective December 11, 2024, through December 10, 2025. ******************** also received a 24-month agreement discount for autopay and paperless billing. At the conclusion of the promotions, standard retail rate will apply. Additional services, equipment, taxes, and fee are not included.
  
  Regarding installation, the initial appointment on November 11, 2022, the technician installed internet services. On December 6, 2022, a second installation was completed the technician installed the cable and digital voice services. ******************** was charged for the Select Plus More from November 11, 2022, through January 10, 2022. On December 8, 2022, a customer service representative applied a credit to compensate for the billing overcharge. 
  
  On December 21, 2022, I applied a courtesy credit to the account. The credits will reflect on January 6, 2023, billing statement. Please be advised the billing on this account was accurate at that time. I apologized 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 resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  Latoya P.
  Executive Customer Relations
  

• Initial Complaint

  Date:12/07/2022

  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.

  12/7/2022 I contacted the business and tried to have service started in my name they told me it was good to go. However went to the Xfinity store and they said that the address was documented as fraudulent but went back to check and see if it was resolved and then was told because of a bill in the amount of $1,400.00 they told me that I couldn't get service in my name.

  Business Response

  Date: 12/27/2022

  December 27, 2022
  
  BBB of Metro Washington  DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:    *********************************
           *** *** ******
           New Brighton, PA *****
  
           Case Number: ********
           Date of Notice: December 8, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  I made several attempts to contact ********************** via telephone and email. While my attempts were unsuccessful, a review was made on the account. Our records indicate, ********************** has outstanding balances on previous accounts and the request for new service has been respectfully denied. The details of the outstanding unpaid balances are as follows: unpaid balance on account ending in ****; and unpaid balance on account ending in ****. Please be advised the billing on this account is accurate at the time.
  
  ********************** is therefore advised to settle the debt so we can proceed with providing him with Xfinity services. ********************** is advised to contact our Loss Prevention Team at ******************************** for assistance. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
   
  Sincerely,
   
  Jay B.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:12/05/2022

  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 filled an official complaint just back in august of this year on here BBB, and Comcast called me to resolve the matter, but I have still been getting charged for a device I no longer have that was returned to your store by direction of the representative the issue was escalated to regarding my complaint. I upgraded to ****** ***** when it was released in August, and traded in my phone 13 you can pull the previous complaint from me regarding this business, and see that it should have been resolved back then was NOT resolved and I'm getting charged and paying for 2 devices of which I only have one. Tried calling your representatives on the phone, and I'm not willing to lose another 26+ hours of my life on this very issue with Xfinity Mobile! I demand these charges are credited back to my account and that moving forward, I'm only paying for the ****** ** pro- deep purple, 256gb. As this is the ONLY DEVICE I OWN STILL!

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  *****************************
   **** *****************
   Plymouth, MN *****
  
   Case Number: ********
   Date of Notice:December 05, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity Mobile service. 
  
  Our records indicate on December 1, 2021, ****************** purchased an ***** ****** ** Pro with a 24-month device payment plan.  On September 9, 2022, ****************** traded in the ***** ****** ** Pro for an ***** ****** ** Pro with a 24-month device payment plan. However, due to a system error, the device payment plan for the ***** ****** ** Pro continued to bill.  
  
  On December 22, 2022, I spoke to ****************** and advised him of the above information. I removed the remaining balance for the ***** ****** ** Pro, and apply a credit to the account for the four device payments that were billed.  I apologized for any inconvenience this may have 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, 
  
  Tasha W.
  XM Executive Resolutions
  

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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 Internet and Mobile services promises discounts for signing up for certain services. Then they indiscriminately remove the discounts and make it complicated for the customer to get proper answers or to have the situation returned to original agreed upon amount. Today, 12/3/22, I realized our bill was suddenly charged an extra $48.99. The bill shows a change in service on 11/18/22 saying initiated by customer. We did not initiate any change. I have a transcript of the chat conversation my husband and I had with customer service that will clearly demonstrate either their willing deceptive practices or their incompetence. I have paperwork displaying the agreed upon discount and price for home internet/phone/tv services are good through July 2024.The chat took nearly an hour. I spoke with 4 representatives. The proposed fix requested me to sign a form permitting a larger charge than originally agreed upon. The agent on the on-line chat encouraged me to sign a new agreement to be able to keep the discount. The new agreement would increase my original cost by $25.98/month in order to keep the $30 discount I had previously been awarded under XFinity's promotions. I am concerned this company does this on a regular basis as a bait and switch. They draw customers in with a discount, remove the discount randomly, then encourage customers to sign a new (different) agreement to maintain their discount. Ultimately scamming the customer, or at the very least making it very difficult for the customer to maintain the agreed upon service and cost.I will be happy to provide a transcript of the online conversation with XFinity's Customer Support, but it will not fit within this form.Thank you for your consideration of this complaint.

  Customer Answer

  Date: 12/07/2022

  You can close the complaint.  I do believe Xfinity will also be sending you communication on their steps to resolution.  

  I received a message from you letting me know our complaint was sent to the business which also requested me to let you know if the business resolved our complaint.
  
  I have a status update. I received a call this morning from a representative of Xfinity (Comcast). He verified our billing issue has been resolved in their system.  I am unable to see the fix on my end, but I believe it will work out within the next billing cycle.  I was also able to speak with him about the dismal customer service we received through their online system and he listened and will be looking into it.  He also gave me contact information to follow up directly with him if I need to.
  
  I greatly appreciate the help of the BBB in connecting me with someone within the company to address my issue.

• Initial Complaint

  Date:12/04/2022

  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 have been having intermittent internet issues for the past 2 weeks. The internet will drop anywhere between 1 second to the most I've seen be 3 minutes.  This issue started on November 22, 2022 and on the same day of the first time experiencing the issue I contacted support to see what was going on. They said they did not see any issues and had me go through the generic troubleshooting steps to no success. A few days later I noticed they had a thing on there website saying "X1 TV, Internet, Voice, Internet TV outage detected"... "Subscribers Affected: 51-500". After seeing this I assumed it was going to be fixed relatively soon but we are still having issues today, December 4, 2022.The issues were bad yesterday so I called again and spoke with 3 different people who said they cant do anything and its being worked on. They also mentioned that on the report made on November 21st, I believe this is when they realized it's actually an issue, it says that the resolution time was about 2 hours. But 2 hours and 2 weeks are very different. You can really notice the issue if you try to ping an IP you will see random "Request timed out." and if you are playing an online game you will be constantly lagging around. We need to have this internet issue fixed because it is hard having 2 people who work from home while randomly dropping internet connection.

  Business Response

  Date: 12/30/2022

  December 30, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  * ***************** 
  Norfolk, MA *****
  
  Case Number:********
  Date of Notice:December 4, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************, authorize user, regarding ********************** service.
  
  On November 21, 2022, ******************** service was affected by an outage in his area, causing intermittent service for multiple customers. Our Plant Supervisor confirmed that there cause of the intermittent issue was due to the local electric companys signal bleeding into our lines. Comcast was working with the source on the repair. On December 24, 2022, Comcast's maintenance team confirmed correction of the issue. On December 29, 2022, **************** emailed confirming services are working normally. I issued a credit for one month of his internet service. This credit will reflect on his January 1, 2023 billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required in this matter.  Should you have any questions or need additional information, please contact me at ************, Monday-Friday, 8:00 a.m. - 4:30 p.m.  
  
  Sincerely,
  
  Vanessa F.
  Executive Office