Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

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  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

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  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity has failed to resume the service on the line ************ and also to change the number on this line despite several request.On 7/23/2024 I suspended de line ending on 1499 due to the phone was stolen. I ordered a new phone on Xfinity my account, and I paid first installment of $12.95.I received the phone on 7/27, but I was unable to activate it following the instructions neither on the app. I called customer service. They could not activate new phone, and they asked me to go to the store.I got and appt and I went to the store Saturday 7/27. On the store they told me it was not necessary for me to go. **************** was supposed to fix the problem over the phone. They said they will open a ticket, and they will give a call. No call received. No notification of ticket on my account. Inexpertly, the line was working next day.Thinking all had been solves, on 8/2/2024 I called to request number change on the line ending 1499. I was given the new # ************ but the change never took place.I called Sat 8/3, and I was on the phone for 1 hour and 47 minutes. For my surprise I was told the do not have record on imei # on the new phone I had already paid first instalment. They told me this line 1499 was not activated. I asked why I am making phone calls on the new phone with same # ending on 1499. They could not change the # unless the line is active, and they have record of new imei.I am retired elderly of 67 years. This is adding a lot of stress on myself. Xfinity customer service is horrible. The employees are way too nice that is irritating and the lack of training.I am attaching screen shots.Thank you.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:*****************************
  ****************************************************************************
  
  Case Number:22091863
  Date of Notice:August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On July 23, 2024, ****************** purchased a new ******** ************ the existing phone number ending in ***** via an online account; the device was shipped on July 24, 2024, and delivered on July 27, 2024.  The activation order became stuck due to an unknown system error causing a delay with activation and the number change request. 
  
  On August 9, 2024, a ticket was submitted to complete the activation order for the device and phone number listed above. 
  
  I spoke with ****************** on August 9, 2024, and reviewed the above information.
  
  On August 20, 2024, the activation order was completed. The number change request was completed per ********************** request. 
  
  The follow-up call on August 21, 2024, was unsuccessful, however, a voicemail was left detailing the information above. A one-time courtesy credit of $50 applied to the billing statement issued on September 20, 2024, for the delay in resolution. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  **********************
  Executive Resolutions
  

• Initial Complaint

  Date:08/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Same pattern of deceptive sales related to *** package that I complained about last year. I have an all access package. However Xfinity blacks out games randomly. Last year they pulled the Apple plus scam where they blacked out Friday games that were sold to Apple. That change took place after we had already agreed to the package deal. After continual complaints of breach of contract- that is they changed the contract terms after selling the contract without the Apple deal revealed- I finally got the corporate office to provide a credit. Now we get games blacked out randomly - games that are outside of the blackout area. For instance the ********** are playing today in *******. Yesterday we got the feed with no problems. Today both the LA and Oakland feeds are blacked out. Once again a criminal breach of contract. Xfinity does this repeatedly. Another example- Seattle playing ************ . One game available of three possible. The other two blacked out. Here in ********** it is hard to imagine that we are in either teams blackout area. Yet the games of distant teams not closely related to ********** are just gone. An hour on the phone and Xfinity still doesnt have any idea what their problem is. Truly absurd company who only cares about bringing in the dollars but outsourcing so called customer service oversea.

  Business Response

  Date: 08/20/2024

  August 20,2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       *************************
              188 Tierra Encantada
              ********, NM 87048
  
                 Case Number:                     22091079
              Date of Notice:             August 4, 2024
  
  Dear *** 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. On March 20, 2024, ****************** added *** Extra innings to his account. *** EXTRA INNINGS is a ***** League Baseball package that offers customers out-of-market regular season games. It is designed for *** EXTRA INNINGS fans, who want to see more than just the games played, by the local team. Customers can access up to ninety out-of-market games per week. The games included in *** EXTRA INNINGS are in addition to those available on FOX, ESPN, ESPN2, *** Network, TBS, and a subscriber's in-market home team's network(s).
  
  *** Extra Innings games can still be subject to blackouts. The **** not Comcast determines which games mut be blacked out to protect television rights holders such as local over-the-air stations and Regional Sprots Networks. Additionally, national broadcasters or other content providers such as ********* may have exclusive rights to certain games.Customers can tune to their local over-the-air station, Regional Sprots Network,or national broadcaster for potential overage when a game is blacked out on MBL Extra Innings. Games will generally (but not always) be available locally.
  
  Customers can also say their teams name into the Xifnity Voice remote to go directly to the live gave and if there is not a live game, the customer will see a schedule of upcoming games.
  
  Additional information regarding sports blackouts is available online.[1] 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,
  
  
  ******************
  Executive Customer Relations
  
  
  
  
  [1] **********************************************************************

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched services on 5/28/2024. Xfinity was running a special for a free ****** Pixel 8. I had to port a number over to receive the phone. I have 3 lines. I ported the lines and picked out the phone. The *** asked me what color I want and that is was a good phone. I waited 2 weeks and the phone never came. I called in can was told that the phone was never ordered and that I an outside of the promotion window for a free phone. I was told that I would have to port a new number but that is not an option as I can only have 3 lines on my account. I spoke with a manager who stated they would pull the chat and send me the phone but I would have to wait until the Pixel promo is available (6/24/2024). I never heard from the supervisor. I called back a month (7/22/2024) later and spoke with ***** (DTILAG552) and his supervisor *** (AANDRE78). *** stated that there is no notes or record of my 6/24/2024 call. I asked that he pull my call log as I spoke with managers and ***s for over 3 hours. He stated that he saw the call and would have the recorded call pulled. I was told this would take a week (7/29/2024). I have not heard back from ***. I called back 8/4/2024 and was hung up on twice after waiting 2 hours for a supervisor. I am being told that I cannot get the pixel even though it is not my fault it was not ordered. I spoke with **** (*******) who placed me on hold and hung up. I also spoke with ***** who refused to provide me her employee number as she stated it is against policy even though others and supervisors have provided them. I asked to speak with her supervisor, I was placed on a 45 min hold and hung up on. I called back a third time and spoke with **** (******) who stated that I can only pay for the phone and even though it was not ordered there is nothing they can do.

  Business Response

  Date: 08/29/2024

  
  August 29, 2024 
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***************************
  ******************************************************************************
  
  Case Number:22091016
  Date of Notice:August 4, 2024 
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************. 
  
  On May 29, 2024, **************** purchased service for three customer-owned devices, and attempted to place an order for a ****** Pixel 8. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within 30 days. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  **************** did not satisfy the promotional requirements because the order for the ****** Pixel 8 was never placed. I offered to upgrade Ms. ******* current device to a ****** Pixel 9 and apply a one-time courtesy credit of $200.00 in lieu of the original ****** Pixel 8 promotion. **************** agreed to this resolution. As a result, I helped **************** place the order for the ****** Pixel 9, and I applied a $200.00 credit to the account.
  
  Also at that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line.
  
  **************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.
  
  Also at that time, Xfinity Mobile offered a promotion through which eligible customers could receive service credits for 10 months. To qualify, customers were required to activate a customer-owned device on an unlimited service plan. 
  
  **************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.
  
  Upon receipt of this complaint, I contacted **************** and explained the above information. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  Zamir G
  Xfinity Mobile Specialist, Tier 2
  

• Initial Complaint

  Date:08/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity promises that you get Peacock premium plus with your gigabit plan and it even says a charge on your billing details but they are unable to fix the issue with people not able to access the free premium Subscription they have no idea how to help and the higher-*** have not provided the customer service agents with any info on resolving this issue. Several people I know, and others are experiencing this false advertising and promise of a free peacock premium subscription through them for being a gigabit user or platinum member.

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:                       Case Number:                      22090687
              Date of Notice:             August 4, 2024
  
  
              *************************
              **********************
              ***********, IL 62712
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On August 5, 2024, I spoke with **************, who is authorized on the account, and *****************************, the account holder, regarding a service concern. Our records indicate that on August 3, 2024, August 4, 2024, and August 6, 2024, escalation tickets were created to investigate the Peacock Premium streaming concern. The escalation team were unable to follow up with ************** by phone and an email was sent to the customer providing the Peacock Premium streaming voucher. On August 8, 2024,the escalation team confirmed that the Peacock Premium offer was applied. On August 8, 2024, I spoke with ************** and confirmed the resolution.
  
  Our records indicate that Peacock Premium streaming service is billed at no cost through June 25, 2025, at which time, retail rate will apply. Hulu streaming service is billed through ************* Xfinity account. The account has not been billed for Peacock Premium streaming service at the retail rate. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Queen Q.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I have been having nothing but problems with this company since I retained their service. It started with not receiving a self-install kit I had to take care of that myself. Then I had nothing but speed issues and had to go in countless chats and order to get those resolved. Once the speed issues were resolved a technician put a line in my yard and said they would come to bury it soon. That never happened and I have spent countless days and hours and many different chats trying to get this line buried because my homeowners association is about to fine me.Today I got told somebody will be at your house on August 3rd to bury the line... The problem with that is yesterday would be August 3rd because today is August 4th 2024. This is why I'm here filing this complaint I expect better customer service from a company like this. I'm close to canceling the service and just returning the equipment and going somewhere else this is ridiculous. Adjust my bill and bury the line !Thanks,A

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
  ***********************
  *******************
  
                 Case Number:                     22090453
              Date of Notice:             August 4, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  Iattempted to contact **************** several times to discuss all concerns. While my attempts were unsuccessful,our records indicate on July 23, 2024, our Technical Operations team completed a service visit during which time the technician replaced the underground cable drop. The same day a request was submitted to complete a drop bury.
  
  On August 13, 2024, the Technical Operations team confirmed the drop bury had been completed.
  
  Please be advised Xfinity does not provide compensation for frustration,inconvenience, lost wages or time. As such Ms. ******* request for compensation is not justified and is respectfully denied. I will need to speak with *************** directly to address her concerns. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over charges fir years when addressed I got the run around. They scent my complaint to collection on a phone that was stolen and as I stated Comcast has been over charging me since 2008 *****. I have suffer for a mini stork during this time. Comcast have really been taken advantage during 2019 thru 2024.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       *************************
              ******************
  ************************* 19135
  
                 Case Number:                     22089566
                 Date of Notice:             August 4, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***************************** regarding Xfinity Mobile service.
  
  On August 5, 2024, I spoke with ******************* regarding their Xfinity Mobile concern. ****************** initiated Xfinity Mobile service on October 4, 2023, by purchasing a ******* Galaxy A14 device (IMEI ending in 3336) on a 24-month device payment plan. ****************** was educated on the Xfinity Mobile return process on October 17, 2023. There is no history of a device return being initiated and/or any return label generated for the device. Ms. ******* ********************** account was canceled on May 10, 2024,due to non-payment.
  
  As highlighted in the Xfinity Mobile Customer Agreement, for post-pay customers, we may bill you for fees,charges, and assessments related to late or non-payments, if, for any reason,we do not receive payment for your Service or Device by the payment due date or you pay less than the full amount due for your Service or Device. We do not anticipate that you will fail to pay for your Service or Device on a timely basis, and we do not extend credit to customers with respect to payment for Services or Devices. Any fees, charges, and assessments due to late payment or nonpayment are liquidated damages intended to be a reasonable advance estimate of our costs resulting from late payments and non-payments. These costs will be difficult to calculate or to predict when we set such fees, charges, and assessments, because we cannot know in advance whether you will pay for your Service or Device on a timely basis, if ever; if you do pay late, when you will pay; and what costs we will incur because of your late payment or non-payment. If you fail to pay the full amount due for you post-pay Services or for your Devices, then we, at our sole discretion in accordance with and subject to applicable law, may suspend or disconnect any or all the lines of your Service and you may be required to make immediate and full payment for any Devices that carries a balance due by you.
  
  Except as permitted under our return policy, you will continue to be responsible for any outstanding amounts due with respect to any Device even after the cancellation of any line of Service. You agree to pay all charges associated with your Service and Devices,including without limitation; activation and line set up fees, any taxes and fees on all included, and or paid for, lines of service; data usage;international calling, roaming, and any other features or services used on your account, you enable or subscribe to, including any third party services; and all other applicable federal, state, and local taxes and fees (however designated), regulatory recovery fees for municipal, state and federal government fees or assessments imposed on us, surcharges, permitted fees and cost recovery charges, for any programs in which we participate, including, but not limited to, universal service, telecom relay services for the visually/hearing impaired, rights-of-way access, and E911 system and any fees or payment obligations imposed by governmental or quasi-governmental bodies for the Services. 
  
  Due to Ms. ******** Xfinity Mobile account being canceled, the remaining device balance became due immediately on May 10, 2024, and the account balance was written off on June 9,2024.
  
  On August 9, 2024, a one-time courtesy credit was applied for service charges accrued after ****************** requested to cancel service on February 13, 2024. The credit reflects the current past-due balance. No additional credit is warranted, and the account remains past-due and in collections until paid-in full.
  
  On August 12, 2024, a member of the Xfinity Residential team spoke with Ms. ******** regarding her concerns.****************** was charged since her recent change of service on October 6, 2023,until August 3, 2024, downgrade for four cable boxes, when she only had two.For this reason, a service adjustment was applied to the account for the additional two boxes for the period. The credit was applied to the account on August 12, 2024, and will appear on the August 18, 2024, bill statement. The equipment was removed from the account.
  
  I apologized for any inconvenience that may have been caused, while attempting to resolve this matter.
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  **************
  XM Executive Resolutions
  ************** Extension 3052566
  
  
  

  Customer Answer

  Date: 08/20/2024

  This matter still not been handel properly. Still my account is still being charged for illegal wire fraud

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the Xfinity ******** Store, I was attempting to obtain a free cell phone. The sales person advised me that I needed to add two new lines. Upon approval, I was told that I would not receive two free phones. I immediately requested the cancellation of added lines to no avail. Upon calling the corporate office for seven consecutive days, the two additional lines remain on my account. I have ported both of the original lines to ******** Comcast is billing me for two lines that are secondary lines on the two ported phones. I am requesting that the BBB assist me with the closing of the existing lines recently added as Comcast has refused to cancel the two lines that are not associated with any telephones and correct the billing accordingly.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  Better Business Bureau
  *************************************************************************************************
  **********************
  
  Re:       ***************************
              *******************************
              **********, ** 15204
  
              Case Number:              22089565
              Date of Notice:             August 3, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  
  I attempted to contact ***************** multiple times via telephone and email. Although my attempts were unsuccessful, a review was completed on the account. On July 28, 2024, ***************** ordered 2 SIM cards for her Apple iPhone 12s to participate in Xfinity Mobile's Bring Your Own Device (BYOD) program Xfinity Mobile lines - 2864 and 5147. ****************** subscribed to two lines of unlimited service for Xfinity Mobile lines - 2864 and 5147.
  
  Xfinity Mobile records confirm on August 2, 2024, ****************** requested to cancel all lines of service. Xfinity Mobile line - 6639 was ported out on August 1, 2024, and ceased to stop billing. Xfinity Mobile line - 8069 was voluntarily ceased on August 2, 2024. The remaining Xfinity Mobile lines - 5147 and 2864 continued to bill and were not cancelled. On August 13, 2024, Xfinity Mobile lines - 5147 and 2864 were ceased to stop billing as previously requested.
  
  On August 15, 2024, a credit was applied to the July 19, 2024, through August 18, 2024, bill cycle for the prorated unlimited service charge and line set up fees for Xfinity Mobile lines - 5147 and 2864. At this time the account is closed, and ***************** is responsible for any remining balance. 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:08/04/2024

  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.

  When upgrading to xFi, I was promised an xFi "POD", free of charge, sent via mail. It did not show up, and I reached out again. (The upgraded gateway also did not show up, however I was able to trade in the outdated one at a local shop). There was no mention of the promised "POD". I contacted them again, and after various escalations, was promised 3-5 day shipping for said device. At the 5 day ***** we purchased one out of pocket, due to nessessity. At the 11 day **** I reached out again. Same story, escalations upon escalations. Obvious AI filler conversation. The chat was terminated, possibly at my fault. The chat resumed with the automated responses. I want my promised POD or a full refund for the unit that my wife and I purchased, and was promised.

  Business Response

  Date: 08/16/2024

  
  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *********************
           *****************************************************************************
           ********************
  
           Case Number:   22089273
           Date of Notice:   August 4, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  Between August 12 and 15, 2024, I communicated with **************** via email and confirmed that he received the xFi pod via ***** on August 7, 2024. 
  
  On August 15, 2024, **************** sent me the receipt for the xFi pod that he had purchased. On the same day, I applied a credit to Mr. ******* account for the cost of the xFi pod. The credit will reflect on the August 25, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  
  ******************
  Xfinity Executive Customer Relations
  
  

  Customer Answer

  Date: 08/17/2024

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

  They have been very thorough, and prompt with their remedies. I appriciate their efforts in resolving the matter. There was indeed a credit made to my account, in the amount paid for the off the shelf product that I was forced to purchase due to the error.

  I have begun the return procedure for the origional promised device, that did eventually arrive. I have submitted the form and am in the ***** hour "awaiting further instructions" phase of the process. I have made it clear that I am happy to simply return the unopened device to my local ********************** retailer.

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

  
  

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity charged me about $2875 with a claim that I have used .56mgb data in ******** even though I was using Qatar Airways on board wifi for 30 minutes. I communicated with this business for over 2 months trying to fix this and every person I spoke with told me something different. I was told all will be fixed and they will make me a new financial account and when I had to call back again because they didn't communicate with me for two days, the agent ao spoke with told there was nothing that could be done because the charges were legit. I have not used the data but they are telling me that data roaming was on so Xfinity data was stronger than the airplane wifi. Because of going back and forth, my family suffered (we have 6 lines with them) and my bills continued being added despite the fact that our lines have been suspended for two months while they were telling me they are working on it. I just think is unfair to pay $2875 for .56mgb that I did my best avoiding them and even paid for international cases with them. Please help me.Thank you

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************
              ***************************************************
              ********, PA 15237
  
                Case Number:                    22089194
                Date of Notice:             August 4, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************** regarding Xfinity Mobile service.
  
  On August 13, 2024, I spoke with ************** regarding her Xfinity Mobile concern(s). I confirmed that ************* was inadvertently provided the incorrect information on data availability in ******* while traveling. Based on the records, I agreed to remove the roaming data charges with a one-time courtesy credit applied on August *******. All lines were restored. It was found that ************** established a repayment plan beginning September 1, 2024, to address the past due balances.All scheduled payments of the repayment plan and the normal monthly ******** must be paid on time to avoid any further service interruptions. 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,
  
  
  **************
  Executive Customer Relations
  ************** *****************
  
  

• Initial Complaint

  Date:08/03/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, July 31, 2024, a branch fell and caused my internet wire to loosen from my house. The line is blocking my driveway and hanging halfway in the street; if someone is not paying attention their vehicle can snag the line and detach it from my house. I submitted a ticket with Xfinity for them to repair the line on the same day. The line was not fixed on Thursday so I called and reiterated the safety concerns. They informed me the line would be fixed Friday. The line was not fixed Friday so I called Saturday morning and they stated there was an outage and the engineers had to fix the outage. I asked if someone could fix the line today and they said yes. The agent stated she was going to monitor my account and contact me when the tech was in the area. I never got a call and when I got home the line was still hanging. I called them back Saturday evening and asked when the tech was coming out and they informed me the appointment was moved to Sunday. I was truly frustrated and this point and asked to speak to a manager. The manager reviewed my account and stated she would call dispatch to send someone out to repair the line. After talking to dispatch, the manager informed me they could not come out because it was too late but the line would be fixed tomorrow and she would call me personally. I informed her that Comcast has horrible communication with customers and that I should not have to beg them to do their job. She offered me a credit to appease my frustrations ; I informed her the credit can be applied if and when they fix my line. I'm not convinced the line will be fixed Sunday.

  Customer Answer

  Date: 08/04/2024

  Ticket number is ECM00088244567

  Customer Answer

  Date: 08/04/2024

  Ticket number is ECM00088244567

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***** *
  GA 30084
  
  Case Number:22089107
  Date of Notice:August 4, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ***** * regarding Xfinity service.
  
  Our records indicate that on August 1, 2024 a service visit was scheduled for August 2, 2024. On August 2, 2024, the service visit was missed as there were no available technicians. The service visit was rescheduled for August 3, 2024.
  
  On August 3, 2024, the service visit was rescheduled for August 4, 2024 as there were no available technicians. The service visit was rescheduled for August 4, 2024. Due to no available technicians, the service visit was rescheduled for August 6, 2024.
  
  Ms. *s concerns were referred to Technical Operations leadership for further investigation. On August 5, 2024, a service visit was completed during which time the technician replaced the drop cable line to the home and the pending appointment for August 6, 2024 was canceled. An internal review of the signal levels confirm they are within Comcast specifications. 
  
  On August 5, 2024, I spoke with Ms. * and verified the cable line was replaced and at the appropriate height. I advised that Comcast does not provide compensation for inconvenience. The request for compensation has been respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust 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,
  
  
  ************
  *xecutive Customer Relations 
  
  

  Customer Answer

  Date: 08/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. However, Xfinity's customer service is awful; they need to do a better job of communicating with customers and know what their credit policy is.
  
  Regards,
  
  ***** E