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, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

• 

  Comcast, Inc.

  91 N Saginaw St Pontiac, MI 48342-2165

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  Comcast, Inc.

  23000 Eureka Rd Taylor, MI 48180-6039

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:10/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 1st, 2022 I called Xfinity to get some assistance to find which store near me would have the ******* I needed in stock near me. He told me that I, as a valued Xfinity Rewards member, qualified for a free phone! All I needed to do was pay $11 for shipping. I verified that the $11 was all I was going to pay, along with the $20 month phone service and he assured me this was the case. Low and behold, it arrives and I go online to activate it and I have 23 payments remaining at $6 a month. Upon googling it, this seems to be a common problem for people, one they can never resolve. I called Xfinity immediately and they explained that it was only "free" if I ported a number from a new service. I explained that I got this phone free because I was an Xfinity rewards member! How would I have a number to port? He said he would try to resolve it by swapping an existing number on my plan to the number, however that would mean swapping out my fully paid off ******* devices or IPhone and one of my family members losing their numbers. We called back and then this customer service member explained that the phone isn't really free, that there is r he monthly payment. She did make a note in my account that I can return the phone and they will get rid of the phone, but now I will be stuck paying for another line and new number for a phone I don't have! This is a complete SCAM. THERE IS NOT A FREE PHONE. You will be stuck with a $399 junk ********* I would rather pay $15 a month for a phone with storage/better camera/etc. But that is besides the point. The issue her is that Xfinity is scamming people into claiming a "free phone" then saying oh my bad, they explained it wrong and ***** for you. I want Xfinity to completely STOP advertising that they give out "free phones" unless they are FREE. I also want them to live up to their word, as it's on a recorded line.

  Business Response

  Date: 10/24/2022

  
  October 24, 2022
  
   
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*********************************************************************************************************************** 80521
  
  Case Number:18174850
  Date of Notice:October 6, 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 Argo via telephone and email. Although I was unable to reach ************, a review was completed on the account. Our records indicate on October 1, 2022, ************ purchased the ******** ************ 32 GB Deep Indigo over the phone with a Xfinity Specialist. On October 2, 2022, the device was shipped and delivered on October 6, 2022. At the time, Xfinity was running the Xfinity Mobile Extended Promotion ******** *********** On Us. New and current Xfinity Mobile customers can qualify for a ******** *********** On Us when adding a new line of service with a device payment plan (DPP) and porting an existing phone number from another carrier within 30 days of purchase. Customers will receive this credit, equal to the full retail value of the device ($149.99), on their monthly bill spread over 24 months. The first credit will be applied at the time of purchase. Xfinity Mobile customers have 14 days from the shipping or retail purchase date to cancel Xfinity Mobile service, return the device, and receive a refund.
  
  Because ************ did not port a number from another carrier, the monthly device credits were not applied, and normal billing proceeded. I confirmed ************ spoke with a Xfinity specialist on October 5, 2022, to inquire about the promotional offer. He explained he was not advised about the cost of the phone and was told it was free. ************ asked if he could return the device to the store and was advised yes. There has been no other request to return the device nor is there a record of ************ visiting a Xfinity retail location to process the return. ************ is outside of the return window; therefore, we are unable to process the return. 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,
  
  
  Desire S.
  XM Executive Resolutions

• Initial Complaint

  Date:10/06/2022

  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.

  A few months back I talked to a Comcast/Xfinity mobile rep about bringing my kids phone lines over. He told me he total monthly cost would be $75 for all 3 lines unlimited. He sent me a text to confirm and I asked him 3 times (while on speaker phone in front of 3 witnesses) if $75 for all 3 lines unlimited was true. He assured me multiple times it was true. He also ordered a free phone for my son. When the phone and Sim cards arrived the price was different and the were trying to charge me for the phone. I spent 4 nore hours on the phone with them that day and finally they got the phone for free and said the cost the last rep told me was wrong. I told them to cancel my order and send me a return label for the Sim cards and phone. Thar rep got the phone free but said the last rep was wrong and it would be $30/mo for each unlimited line. He both times EVERY rep said I'd get 2 free $200 visa gift cards for a promo. I asked for a 3rd $200 **** gift card for the inconvenience and he said he would send me one to make up for the cost difference. At the end of the calls I agreed to all 3 lines being $30/mo unlimited and 3 $200 **** gift cards. Now 3 months later my bill is $96 a month which is not the same as what the first and last rep said, and still no 3 $200 **** gift cards. Now on their app it advertises the $90 month (not $96). I want them to adjust my bill back to the $90 month forever and I want me 3 $200 visa gift cards. I also think they should have consequences for all of their reps lieing.

  Business Response

  Date: 10/25/2022

  October 25, 2022
  
  BBB of Metro Washington DC
  & Eastern Pennsylvania 
  1880 John F. Kennedy Blvd.,
  Suite 1330 
  Philadelphia, PA 19103 
  
  Re:         ******** ******** 
  **** ********* **** ******
  Vancouver, WA *****
  
  Case Number:                   ********
  Date of Notice:                 October 6, 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. 
  
  Between August 8 and
  September 4, 2022, Xfinity Mobile customers could qualify for a prepaid card
  when they activated a new line of service with an eligible Bring Your Own
  Device and ported a telephone number from another provider.  On August 15, 2022, *** ******** added one new line of service to her
  existing Xfinity Mobile account under Bring Your Own Device promotion.  Additionally, between August 10 and September
  8, 2022, Xfinity Mobile customers could qualify for the On Us promotion when
  they purchased a qualifying device. On August 15, 2022, *** ******** added another
  line of service and purchased a Samsung Galaxy S10 device under a
  24-month device payment plan.[1]  The device *** ******** purchased qualified for the Xfinity On Us
  promotion.  The promotion includes a monthly
  bill credit for 24 months, which cover the cost of the device.  The offer was contingent upon the
  port of a telephone number from another carrier within 30 days of purchase,
  among other things. *** ******** met
  eligibility requirements for the On Us promotion and Xfinity Mobile has
  confirmed that that the promotional credit has been
  applied to *** ********’s account.  *** ******** is still within the eligibility period to qualify for the Brind Your
  Own Device promotion; once *** ******** meets all of the promotion
  requirements, she will be eligible for the prepaid card. 
  
  With respect to *** ********’s billing
  concerns, *** ******** subscribed to the Unlimited Data Plan at $33.33 per
  month for each line of service. Additionally, *** ******** has a $33.33 per
  month device payment for her ******* ****** *** device.
  
  On October 13, 2022, I spoke with *** ******** to advise her of the above information and provided a detailed billing
  explanation.  Additionally, during the
  call, *** ******** upgraded to the new Xfinity Mobile Unlimited Data plan at
  $30.00 per month for each line of service.  Courtesy credits were applied to *** ********’s account and the credits reflected on October 16, 2022 billing
  statement. I provided my contact information to *** ******** so that she can
  contact me with any additional questions or concerns that she may have
  regarding this matter.
  
  Should you have any
  questions or need additional information, please contact me at (844) 963-0087,
  Extension *******. 
  
  Sincerely, 
  
  Arturo M. 
  Xfinity Mobile Executive
  Resolutions 
  
  [1] ************************************************************************************

  Business Response

  Date: 11/08/2022

  November 8, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania 
  1880 John F. Kennedy Blvd., Suite 1330 
  Philadelphia, PA 19103 
   
  Re: ******** ******** 
  **** ********* **** ******
  Vancouver, WA *****
   
  Case Number: ********
  Date of Notice: November 1, 2022
   
  Dear Sir/Madam: 
   
  This letter is in response to the above-referenced rebuttal complaint submitted to your office by *** ******** ******** regarding Xfinity Mobile service.
   
  Between August 8, 2022 and September 4, 2022, Xfinity Mobile customers were able to qualify for a prepaid card when they activated a new line of service with an eligible Bring Your Own Device (BYOD) promotion, and port an active telephone number from another service provider within 30 days. On August 15, 2022, *** ******** added a new line of service to her existing Xfinity Mobile account under BYOD promotion.
  
  On October 13, 2022, I spoke with *** ******** to assist her with making sure that her account reflects a prepaid card promotion for one of her lines of service, which is pending the 90-day eligibility period from the date of activation. On October 27, 2022 and October 31, 2022, I made several attempts to contact *** ******** via phone and email to advise her that the promotion was successfully applied to her account. Unfortunately, all my attempts were unsuccessful. To date, *** ******** has completed the eligibility requirements and can expect to receive the prepaid card within 2-4 weeks. We apologize for any inconvenience *** ******** may have experienced while attempting to resolve this matter. 
   
  Please contact me directly should you have any additional questions or concerns.
   
  Sincerely, 
   
  Arturo M. 
  XM Executive Resolutions 
  (844) 963-0087 Extension ******* 

  Customer Answer

  Date: 11/11/2022

  [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:

  I did respond to his emails. I only had one voicemail from him but wasn't able to return his call because we work the same business hours. He sent a link showing that the $200 **** card has been sent, but I have yet to receive it. This card wasn't originally ordered at the time of me bringing the line over to Xfinity as it should have been. Since filing the complaint with the BBB the card has been ordered, but 3 months late. I appreciate his help in resolving this issue but won't consider this matter resolved until I physically receive the $200 ****. 

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

• Initial Complaint

  Date:10/06/2022

  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.

  On 9/28/22 I lost my internet due to hurricane ***. No problem at the time, it stated that it should be up by midnight on 10/6. Well today 10/5 I received a call from xfinity figuring it was a status update unfortunately it was a salesperson trying to get me to get upgrades and stuff for the internet. I told her I wasnt interested and just wanted my internet back on and also a credit for the days I didnt have it. She kept trying to get me to try the upgrades and I continually said no. Finally I told her I was at work and dont call me again. When I checked the status of when my internet was coming on instead of saying tomorrow at *********** gives a very vague response. I feel they are pressuring people into getting the upgrades if you dont they will take their sweet time in restoring it.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*****************
  2433 **************
  ************, ** 33973
  
  Case Number:18173620
  Date of Notice:October 10, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity service.
  
  Ms. ************** area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. ************ was without electricity until October 2, 2022, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on October 13, 2022. On October 21, 2022, I spoke with ************ and confirmed services were restored.
  
  On October 21, 2022, as a courtesy a credit was applied to the account. This credit will reflect on the November 14, 2022 billing statement. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** (****) G.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 10/24/2022

  [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:10/05/2022

  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.

  Sometime during the summer, I call Comcast cause I was having problems with my cable TV, a tech. came out and did some wiring in my attic, everything seem to be find. On October 4th I call Comcast Xfinity, because when I went up to my attic all the wiring was hanging down, when I call them they refer me to a 3rd party of Comcast call Hello Tech., I explain the situation to them, and they told me they could not help me and for me to call Comcast because it was there tech. who did the wiring. I call Comcast back and they said Hello Tech works for Comcast and they will try to do something. In the meantime I getting the run around I don't have anything to do with Hello Tech, and what the will or will not do. This loose wiring is unsafe and I can't get a straight answer on who will fix this.

  Business Response

  Date: 10/26/2022

  
  October 26, 2022
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: ***********************
  845 ********************************************************** 60409
  
  Case Number:    18170244
  Date of Notice:   October 11, 2022
  
  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; however, my attempts were unsuccessful. Our records indicate on May 30, 2022, a technician completed a service visit at which time they replaced a splitter and reconfigured the home network. 
  
  On October 5, 2022, **************** spoke with a representative who scheduled a service visit for October 8, 2022. The appointment was completed by the technician with notes of no one home and no access. 
  
  In order to fully investigate Ms. ******* concerns, contact with her is necessary as access to the home will be required. I apologize 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: 11/02/2022

  [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: 18170244
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***********************
  
  
  
  Good Morning I strongly disagree with ****. He left me messages that he wanted to talk to me and in the office from the hours 2-9. On 10/17 at 9:50 am, I call and left a message and again 10/17 at 2:13 pm left another message and another time around 10/20 call again and spoke to a lady didn't get her name, told her the situation she told me **** was in a meeting and he will call be back. On 10/26 I call again at 2:40 pm and talk to ***** and he told me that **** would call me back never did. In addition, under no circumstances, that an appointment would be made and I would not be here.  When the Tech came out to look at the wiring the other Tech made, he then went outside and said the other tech. had to do want he did cause the wire is in poor condition and is tango with tree limbs located two houses down and he couldn't do anything about that.
  
  
  
  
  

  Business Response

  Date: 11/17/2022

  
  November 17, 2022
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: ***********************
   845 ************
   ************, ** 60409
  
   Case Number:18170244 
   Date of Notice:November 3, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Comcast records indicate on May 30, 2022, a service visit was completed during which time the technician replaced a drop splitter, and configured the wireless network and telephone wiring. On October 8, 2022, a service visit was scheduled during which time the job was closed as no access. **************** was informed that her neighbors tree is impacting the line and would need to be trimmed before the line can be replaced. 
  
  On November 16, 2022, I spoke with **************** regarding her concern. It was explained that Comcast is not responsible for removing the tree branches in question. In some circumstances, the local electric utility or municipality *** be responsible for branch removal. I recommended that **************** contact the local electric company and/or municipality for further assistance. 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: 01/03/2023

  [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:10/04/2022

  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.

  They keep over charging me for services , services always over charge for the bill and never correct it . I spoke to someone by the name of ***** an he was very unprofessional and yelling and screaming at me . My account was past due , and it wasnt they placed and extension on my account . And refused to correct my account this is ridiculous Im tired of speaking with agents who dont know how to do their job . Comcast is robbing customers . And this is ridiculous . My service never works but they want you,To pay a high a** bill and they tell when you have an outage they tell you to apply for a credit through the app and the app never works . Im so disgusted with this company . Its always something but internet r and cable constantly going out .

  Business Response

  Date: 10/14/2022

  October 14, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*************************
  8950 *************
  Ocala, ** 34472
  
  Case Number:18159896 
  Date of Notice:October 10, 2022
   
  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 Ms. ************************* subscribed to the ************ and Gigabit Speed Internet at a promotional rate for 24 months effective July 3, 2021, to July 2, 2023. The offer is subject to a 24-month term agreement effective July 3, 2021, through July 3, 2023. Effective July 3, 2023, the promotion will transition to the third-year pricing for 12 months expiring July 2, ****. The additional services include two TV Boxes and Remotes with the xFi complete, plus taxes and fees. On July 3, 2021, ************** successfully went through the customer approval process and provided her consent via text message.
  
  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. 
  
  On September 11, 2022, the Affordable Connectivity Program (ACP) service ended. ************** transferred the benefit to another service provider, which led to the bill to increase. On September 23, 2022, the services were interrupted due to nonpayment and a payment arrangement was placed to be paid on September 30, 2022. On September 23, 2022, a service credit was applied to the account. The credit reflected on the October 1, 2022, billing statement. 
  
  Due to no payment, on October 1, 2022, the services were interrupted due to nonpayment and cancelled the same day October 1, 2022. Due to no payment, on October 2, 2022, the services were interrupted due to nonpayment and cancelled the same day October 2, 2022. Due to no payment, on October 3, 2022, the services were interrupted due to nonpayment and cancelled the same day October 3, 2022. 
  
  On October 3, 2022, ************** changed the promise to pay date to October 7, 2022. On October 3, 2022, a service credit was applied to the account. On October 4, 2022, an additional credit was applied to the account. On October 8, 2022, a service credit was applied to the account. The credits will reflect on the November 1, 2022, billing statement. Due to no payment, on October 8, 2022, the services were interrupted due to nonpayment and cancelled the same day October 8, 2022, due to a payment being posted to the account. 
  
  On October 10, 2022, I spoke with ************** wherein a service visit to address the service issue was declined due to the services working. ************** was informed that there are several external factors that *** limit your wireless connectivity speed; as a result, actual speeds *** vary. These factors include, but are not limited to, the location of the modem or router, the devices accessing wireless service, or the number of devices utilizing the wireless network.
  
  On October 10, 2021, I explained to ************** that she must get approved through the national verifier and resubmit the Affordable Connectivity Program (ACP) application to Xfinity if ************** is approved  for the program through the national verifier to confirm if the Affordable Connectivity Program (ACP) discount can be added back to the account. ************** is aware there is a balance on the account. 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,
  
  
  Catarius H.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been living at my current address for 2 yrs and 8 months. During that time I've been an Xfinity customer. Starting in July 2022, **********************'s bills started to include charges for excess usage above what is allotted in my plan. The plan apparently allows for 1.2TB of usage per month and according to Xfinity in July, August and September 2022 my household exceeded this limit by 1TB. This is bizarre because nothing has changed about my household and my devices. And even if for some unknown reason our usage had increased it's bonkers to think that it would have increased a full TB taking our usage over the last three months to double what we used in 2.5 years prior. I have spent hours trying to call or message Xfinity to get to the root cause of exactly why Xfinity is recording excess usage in the last three months that is nearly double the allotted amount. No one at Xfinity has been able to explain this why the last three months has recorded such high usage relative to the prior 2.5 years. Their call centers fail to connect me to the right individuals and instead try to sell me on a higher plan. Their chat agents consistently fail to respond to my messages. This is extremely terrible customer service and meanwhile ********************** still has not provided any clarity on precisely what is causing the significant overage in usage.

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
  Attn: Complaint Department
  Better Business Bureau
  1880 **********************************************, Suite 1330
  ************, ** 19103
  
  
  Re: ****************
  1715 ****************
  *******. ** 94607
  
  File Number:18154225
  Date of Notice:October 1, 2022
  
  Dear Sir or Madam:

  This letter is in response to the above-referenced complaint submitted to your office by ***********************************. Please note that ****************** is not listed as an authorized user by the primary account owner of the account referenced in his complaint and, as such, Comcast is not authorized to provide ****************** with specific data about the use of services or billing in connection with this account.

  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 Mr. ******** area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 368 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 12-month 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.    
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity *********** Services 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 Xfinity *********** Services 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.

  To ensure the accuracy of its usage meter readings, Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month.  NetForecast, an independent auditor of the accuracy of ISP data usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter.  The most recent NetForecast report can be viewed at https://www.netforecast.com/audit-reports/. 

  As NetForecast has noted, there are many sources of unexpected consumption that *** contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household.  This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates *** be significant. 
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic.  P2P sharing applications *** operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic *** be caused by security compromises affecting a users PC, mobile device, or wireless gateway.  Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors.  These attacks *** result in significant data use.  As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[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. 
  
  A Comcast ***************** Assurance technician made several attempts to contact ****************** to advise him of the above information. Unfortunately, all attempts were unsuccessful. The technician left a message with his direct contact information should ****************** have further questions regarding this matter.

  
  Sincerely,

  
  Comcast ***************** Assurance
  ************

   

  [1] https://www.xfinity.com/support/articles/data-usage-plan.  For courtesy months, any overage charges are credited on the
  

    customers billing statement. 
  [2] https://www.xfinity.com/Corporate/Customers/Policies/SubscriberAgreement
  [3] https://www.xfinity.com/policies/internet-broadband-disclosures
  [4] https://www.xfinity.com/Corporate/Customers/Policies/additionalterms
  [5] https://www.xfinity.com/Corporate/Customers/Policies/HighSpeedInternetAUP

  [6] https://www.xfinity.com/support/articles/data-usage-plan
  [7] These tools are available at https://www.xfinity.com/support/articles/computer-virus-protection.
  [8] https://www.xfinity.com/Corporate/Customers/Policies/HighSpeedInternetAUP.html

  
  

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EMAIL ONLY. NUMEROUS TIMES CALLED XFINITY/COMCAST TRYING TO UNDERSTAND WHY THEY ARE CHARGING MY ACCOUNT AFTER SERVICES WERE TURNED OFF AND I REQUESTED THEM TO BE TURNED OFF. THEY CONTINUED TO BILL ME FOR SERVICE WHICH WAS TURNED OFF. THEN THEY CHARGED ME LATE FEES AND INTEREST. I TRIED MULTIPLE TIMES TO TALK TO PEOPLE INCLUDING MANAGERS AND NO ONE WOULD HELP ME. I WAS NOT UNDER CONTRACT AND I STILL HAVE THEIR PIECES OF EQUIPMENT. IF THEY WILL REMOVE ALL THEIR CHARGES, INCLUDING THE 400$ THEY CHARGED ME FOR SERVICES THEY DISCONNECTED AND REMOVE ME FROM COLLECTIONS; I WILL BE MORE THEN HAPPY TO RETURN ALL THEIR DEVICES WHCH I DO NOT NEED.

  Business Response

  Date: 10/14/2022

  October 14, 2022 
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*******************************
  54 *************
  *******, ** 15815
  
  Case Number:18150942
  Date of Notice:October 1, 2022
   
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  On October 11, 2022, I communicated with ****************** via email to discuss her concerns. I confirmed the account was disconnected for non-payment on November 18, 2021, effective October 24, 2021. At the time of the disconnection, the account reflected a balance due, which included unreturned equipment charges. Since no payment was made, the balance was sent to collections on December 8, 2021.
  
  On May 12, 2022, a courtesy credit was applied to the account leaving only the unreturned equipment charges. Once the equipment is returned, the equipment charges will be reversed leaving a zero balance. Once the balance is satisfied, we will notify our collections department so Ms. ******** credit report can be updated which can take up to 61 days. 
  
  I provided ****************** with local service centers in the areas she requested where she can return the equipment, with the alternative option of returning the equipment to *** where it will be shipped back to Comcast at no cost. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Response Team
  
  

• Initial Complaint

  Date:10/03/2022

  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.

  Was called & told I could trade in my Note 8 for a new phone & get $400 off a new Note 22 ultra.Now that I have the money after being told twice I could get the promo "it was never an option" This is not fair & a total " BAIT & SWITCH" !!!

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************* ** 19103
  
  Re:********************
  235 ***************
  ************* ** 60014
  
  Case Number:18153426
  Date of Notice:October 3, 2022
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************** regarding Xfinity Mobile service.
  
  I made several attempts to contact Ms. ***** via telephone and email. Although I was unable to reach Ms. ****** a review was completed on the account. Our records indicate that Ms. ***** attempted to place an order on October 1, 2022, requesting a promotion that most recently expired on September 8, 2022. I apologized for any inconvenience this may have 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:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We continue to receive collection emails from Comcast for a bill that is not ours. Our facility that this bill is attached to is for sale, and has been closed for a couple years now. There internet service there was terminated, and somehow on Comcast's end they did not receive that info and continue to send our church a balance we DO NOT OWE! I would like the harassment to stops and for our relationship in regards to this situation be terminated. Thank you.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:   ***************************
  3135 ********************
  **********,**, 25705
  
          Case Number:     18145353
          Date of Notice:    October 04, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Comcast Business service.
  
  On October 04, 2022, I spoke with **************** regarding his billing concern. *************** states the account was disconnected, and they continue to receive billing statements. Upon review of the account, no disconnect request was found and no payments were made after October 8, 2021. As a result, the account was disconnected for non-payment and an early termination fee was assessed for the remaining eleven months of the Service Order Agreement. Additionally, the account was charged for unreturned Comcast equipment.
  
  As a courtesy, the decision was made to waive the early termination fee. A credit was applied to the account on October 12, 2022. This credit will reflect on the statement dated October 26, 2022. **************** agreed to return the equipment for reversal of the unreturned equipment fee. I advised **************** that if the equipment is returned, this will reduce the valid balance to the two months service charges prior to non-pay disconnection. I apologized for any inconvenience this caused the customer.
  
  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,
  
  
  *************************
  Business Executive

• Initial Complaint

  Date:09/30/2022

  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.

  Being charged full amount for internet service that I have yet to recieve and technicians that did not fix the issue after multiple times coming to my home. They reported it as hardware but when they did a software update to the house my internet went up but still not even 1/2 way of what I should be getting. They will not offer refunds for any of the services they send and continue to bill be for the original process on the contract. When talking they only offered ********************************************* $80 but is now $220. They stated that because of my contract there is nothing I can do to get my money back.

  Business Response

  Date: 10/19/2022

  October 19, 2022 
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: ****** ******
   4124 ***************
   Apartment 107
   ***********, ** 39401
  
   Case Number:18149803
   Date of Notice:September 30, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On October 3, 2022, I spoke with **************** regarding his concerns. Our records indicate on August 31, 2022, **************** required a service visit to complete a failed self-installation. This generated a Professional Installation Fee to be applied to the account and reflected on the billing statement dated September 15, 2022.  
  
  On September 28, 2022, credit was applied to the account for the service issues between August 19, 2022, through August 31, 2022. In addition, a credit for a portion of the Professional Installation Fee was applied. As a courtesy, an additional credit to offset the remaining charge for the Professional Installation Fee was applied on October 3, 2022. These credits were reflected on the October 15, 2022 billing statement. 
  
  With respect to Mr. ******* internet service concerns, our records indicate on October 1, 2022, **************** rescheduled a service visit to October 7, 2022, utilizing the self-service option. On October 6, 2022, **************** rescheduled the appointment to October 13, 2022, via the self-service option. On October 13, 2022, **************** rescheduled the appointment to October 16, 2022, utilizing the self-service option. On October 16, 2022, **************** rescheduled the appointment to October 27, 2022 utilizing the self-service option. 
  
  I attempted to follow up with **************** to further discuss his concerns without success. Without a completed service visit, we are unable to investigate his internet service concern. Our records indicate the Xfinity gateway is properly assigned and provisioned with no signs of degradation or network issues. As a result, Mr. ******* request for additional compensation has been respectfully denied. **************** was provided with my direct contact number should he require additional assistance. 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