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, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast

  21124 Protecta Dr Elkhart, IN 46516-9536

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:06/02/2022

  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 have been a customer of Comcast since 2016. They have been my sole provider of internet in my home. My internet stopped working for the third time this week during working hours. I work remotely and do not have an office to work from. I also currently have COVID-19 which prevents me from working from other locations including a coffee shop or a friend's house. I contacted Xfinity today expressing the issue that has risen three times this week, but after speaking with a technician over the phone for 45 minutes, he concluded that there is nothing he can do to help solve the issue over the phone. He stated that a technician must come to my apartment in-person to diagnose the issue. I have been placed on the waiting list the day prior for a next day (June 2nd) appointment, but the Customer Service department has let me know that the earliest appointment is on June 3rd between 11:00am - 1:00pm. There is no one that can come out to help anytime earlier. I have missed five meetings today because I do no have internet access and I am not able to leave my home due to testing positive for COVID. The Customer Service department lacks empathy and does not wish to help me in this situation. I spoke with Customer Service for over an hour trying to explain the severity of this issue, but even after talking to a supervisor, they told me "that I'm lucky I even got an appointment scheduled this quick, usually you would have to wait 4-5 business days."

  Business Response

  Date: 06/13/2022

  June 13, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:****** ******* 
  **** ***** ****** ******
  Chicago, IL *****
  
  Case Number:********
  Date of Notice: June 2, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *******, an authorized user on the account, regarding Xfinity service.
  
  On June 3, 2022, I spoke with *** ******* wherein a service visit to address the service issue was declined as *** ******* indicated, services seem to be working correctly. I provided **. ******* with Comcast policy around COVID-19-related cases. Additionally, on June 6, 2022, a request was made to disconnect the services on account ending in (9014). The disconnection will be effective June 22, 2022. Records indicate the order was placed online through our Comcast.com webpage. Lastly, no further contact was made with **. ******* as she requested not to be contacted again. 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 (866) 642-4868, Extension *******.
  
  Sincerely,
  
  Rashea C. 
  Executive Customer Relations 
  

  Customer Answer

  Date: 06/14/2022

  [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 it does not correctly state what happened in this event. I was contacted by Comcast on June 3, 2022 regarding my BBB complaint. The Customer Service agent told me that they had to cancel my service request because I had COVID, however, prior to the agent calling me, a service provider from Comcast called me to tell me that he was at the property already. He was allowed into the basement of our apartment building by another tenant because multiple units were having issues with their internet not working. He never enter my specific unit. The service provider called me again when he left the property to let me know that our internet services have been corrected and should work now. There were issues with faulty wires in the basement of our building.

  I did not tell the Customer Service agent on June 3, 2022 to never contact me again. That was a false statement on her part. The reason I requested my services to be cancelled on June 22, 2022 is because I am moving to a new apartment complex. This complex provides high speed internet for us in which we just have to pay a monthly fee to our landlord, so there is no longer a reason for me to have a individual Comcast account. 

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

• Initial Complaint

  Date:05/17/2022

  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 are a 6 unit condo building and recently had security equipment installed which requires an internet connection. We called Comcast to get internet installed and they are insisting that this has to be business internet instead of residential. No business is being conducted, no products sold, this is solely for the security for a private residential building. There is an extreme difference in cost between the two. They are stating that since there isn't a valid postal address it cannot be done. However, the address exists, all of the condo association bills go to the main address with no unit number.As of right now, Comcast is refusing to offer us residential service and will not install unless we pay for a premium service that is not required.

  Business Response

  Date: 05/31/2022

  May 31, 2022
  
  Better Business Bureau of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***** *****
              **** ***** ********* ******
              Chicago, IL *****
  
                Case Number:             ********
              Date of Notice:             May 17, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity service.
  
  Our investigation determined a business service account is needed in order to provide the requested service. A residential service account is not available for the type of usage *** ***** requires for his community. 
  
  On May 18, 2022, I spoke with *** ***** regarding his concern and explained the above information. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension *******.
  
  Sincerely,
  
  Jason Z.
  Executive Customer Relations

• Initial Complaint

  Date:05/10/2022

  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.

  On April 30 I went to Xfinity mobile at **************************************************************** to purchase a new phone I bought the phone an Apple 12 and when I got home I downloaded all the information I needed I couldnt hear out of the phone when someone called me and the batterys not staying charged on May 4, 2022 I went back to Xfinity mobile The gentleman that waited on me originally told me I had 15 days to exchange the phone if I didnt want it I went back on May 4, ******************************************************************************************************************************************* that I would have to take it to a company that the have to work on phones by *********** in ********** that it was an Internal problem with the phone Its a brand new phone I shouldnt have to take it anywhere to get it fixed all I wanted them to do was replace the phone I even said I would upgrade to a different phone to an Apple 13 which is more money they told me no they couldnt do that then the sales rep went an talked to the manager and the manager said no because I have a warranty again its a brand new phone if it was a ten dollar item that would be different but this phone Is ****** and some dollars I need help

  Business Response

  Date: 05/16/2022

  
  May 16, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 ***************************************************, Suite 1330
  ************,** 19103
  
  Re:  *****************************
       514 ********
      *****, ** 15627
  
  Case Number:              ********
  Date of Notice:             May 10, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************, authorized user for *************************, regarding ********************** service.
  
  On May 12, 2022, I spoke to *************** regarding their Xfinity Mobile concerns. Our records indicate that on April 30, 2022, **************** purchased an iPhone 12 which was enrolled in a Device Payment Plan and the Xfinity Mobile Protection Plan. On May 4, 2022, *************** contacted customer service advising the battery was not staying charged and they were unable to hear calls and inquired about an exchange. On May 5,2022, **************** contacted retail support and was advised to process a warranty exchange; however, **************** elected to complete a Buyers Remorse exchange due to having the phone under 14 days. On May 5, 2022, an iPhone 13 was added to the account and a terminal return was processed for the iPhone 12. The return was received, and service for the iPhone 12 was cancelled on the account on May 12, 2022.
  
  On May 12, 2022, **************** advised there were no issues with the iPhone 13 at the time of our call. I confirmed with **************** that the process for devices that are experiencing issues and have the Xfinity Mobile Protection Plan are either submitted for a warranty claim or taken to an authorized retailer to fix.
  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:05/06/2022

  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.

  TL;DR: Xfinity Mobile is charging my credit card for a service and product that I have not received/ported. Dates of charges:- $46.07 on Tue, 4th April 2022 - $46.05 on Fri, 5th May 2022 Total: $92.12 What is the business committed to provide you? Nothing. I was expecting a SIM card but never received or activated it. I am still with my previous provider ****. What the nature of the dispute is? Canceling the online Xfinity Mobile service and receiving a refund for the service/product (SIM) that was never received/ported. Whether or not the business tried to solve this? I was told on two attempts over the month that they tried to solve this and it's been taken care but all they have provided is talk and no concrete action. I feel manipulated by their customer service. Account Number: ********** Order #***************** Interaction I had online and reference to the customer support can be found here: https://forums.xfinity.com/conversations/xfinity-mobile/feedback-experience-xfinity-mobile-charged-me-without-using-any-of-the-active-service/************************

  Business Response

  Date: 05/26/2022

  May 26, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:    *******************************
           **** ******************
           Fremont, CA *****
  
           Case Number:********
           Date of Notice: May 7, 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.
  
  On May 9, 2022, I spoke to **. ******** regarding his Xfinity Mobile concerns. It was found that ********************** request to cancel the line ordered on February 5, 2022 was not completed for an unknown reason. I confirmed that the line was cancelled as of May 5, 2022 and a refund request was submitted to refund the previous payments and will take 7-10 days to be processed. On May 9, 2022, I processed the refunds requested for the previous payments and advised it may take up to five days to reflect into the account used for payment. **. ******** advised that he is satisfied with this resolution. 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,
  
  Jaime V.
  XM Executive Resolutions 
  

• Initial Complaint

  Date:05/02/2022

  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 February 07 2021 i had my package changed to have gb internet. the tech cam out told me what router to buy and set everything up. i have called into comcast 53 times for a total of 123 hours. it has been a year and they have not fixed the issue. have had the tech cancel 3 times. been hung up on and cursed out multiple times. then when the tech came out he said my modem was not compatible. then just left. today on 5/2 a tech supervisor came out i recorder our entire interaction. he wiped my system and changed my ip address which caused my equipment to malfunction . he then said well i cant do anything about it you have to figure it out yourself and left.i spoke with his supervisor who then said i don't know why I'm calling you i don't care about your issue. (i also have this recorded) i attempted to send him all documentation and recordings of the visit he said no I'm going with what my tech said whether is right or wrong. he said he doesn't care if my equipment works or not. then proceeded to say call someone who cares, call the executive team they wont help you either and laughed and hung up. his name was **** he is the ops manager for York PA. so one year i have been paying crazy money for half of what i should have. customer service is absolutely horrible. they called me a liar and use profanity at me. damaged my product. took pictures of my personal information. and then refuse to help me.

  Business Response

  Date: 06/02/2022

  
  June 2, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***** ******
              *** **** ****** *****
              Seven Valleys, PA *****
  
                  Case Number:                      ********
              Date of Notice:             May 2, 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 May 5, 2022, I spoke to *** ******. On April 18, 2022; the technician determined the issue was related to customer owned device. A Comcast test modem confirmed proper speeds are being received as subscribed to. On May 2, 2022, a Comcast Technical Supervisor was present for another visit. It was confirmed the proper speed is being received. The issue identified was related to Mr. Foster’s set up with a mesh system and was advised to contact the manufacturer for further assistance.
  
  We take the allegations raised by *** ****** very seriously and his reported concerns will be thoroughly investigated and addressed appropriately.  I apologize for any inconvenience and overall experience *** ****** incurred while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at ###-###-####.
  
  Sincerely,
  
  Maria R
  Executive Customer Relations
  

• Initial Complaint

  Date:05/01/2022

  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.

  Hello, on 4/21/2022 I reached out to Xfinity Mobile chat support in regards to my xfinity mobile bill. In March I was injured and I had just found out that I would require surgery in late April. So I reached out to chat on 4/21/2022 to explore my payment options. I was told by the support staff that I would be given an extension for a medical emergency but I had to wait for the previous extension to be canceled. I took screenshots of said chat with support and stated that I was afraid that I would be being told one thing and when it was time I would be told something completely different. So on 5/1/2022 I again reached you to Xfinity Mobile in regards to my extension and I was told the exact opposite of what I was told on 4/21/2022. This is completely unacceptable due to the fact that I was already told that I was able to receive the extension and followed the information that was told to me by xfinity mobile chat support on 4/21/2022. I would like to see xfinity mobile honor the extension and contact in regards to this issue.

  Business Response

  Date: 05/12/2022

  May 12, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103 
  
  Re:*************************************
  *** *************** ******
  Millville, NJ ********
  
  Case Number:********
  Date of Notice: May 1, 2022
  
  Dear Sir or Madam:
  
  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 ******************** via telephone and email. Although I was unable to reach ********************, a review was completed on the account. Our records indicate Xfinity Mobile services started on November 5, 2021 with one ******* ****** ***, device id ending **** and two bring your own devices, device ids ending **** and ****.
  
  Xfinity Mobile records show on April 8, 2022, a repayment plan agreement was set up for the past due billing cycle ending March 9, 2022. The payment was due on April 18, 2022 and was not successfully processed. On April 23, 2022, the repayment plan agreement was cancelled.
  
  Xfinity Mobile records show on May 5, 2022, a second repayment plan agreement was set up for the March 9, 2022 and April 9, 2022 past due billing cycles. On May 5, 2022, a partial payment was collected, and the difference was set for a due date of June 5, 2022. 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,
  
  Kimberly F.
  Xfinity Mobile Regulatory Specialist