Business Profile

Internet Providers

Comcast Corporation

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

27,524 total complaints in the last 3 years.
8,960 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/03/2024
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.
Comcast did not honor a disconnect request, charged another 2 months of service, tried to take money out of an account that was closed, and when I spent 2 hours on the phone trying to get the account disconnect, they informed me that they can not disconnect it until the past due balance is paid, before placing me on hold for an half hour and disconnecting me.Filing a complaint here is the only way to get them to do their jobs.
Business Response
Date: 08/09/2024
August 9, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:       ***************************
            ****************************
            ******************, ** 15672

Case Number: 22088819
            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.

Our records do not list ***************************, as an authorized. However, I contacted the account holder, ******************************* on August 9, 2024. ************************ was unable to authenticate the account to review the concern received. Upon Mr. *********** cooperation in authenticating the account, we can assist further. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

**************
Executive Customer Relations
Customer Answer
Date: 08/10/2024
[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: 22088819

I am rejecting this response because:
This company did contact me out of nowhere the other day. Upon calling me and getting on the phone they insisted on verifying my account while I was driving. I informed the woman who I was speaking to that I was driving and that I could not verify. She became offensive and said she could not speak to me until I verified the account. She called us from the information on the account and then refused to speak with me. I again informed her that I was driving and it was not safe for me to talk at this time. She said she would call back later on in the afternoon. She never called and then wrote this response thinking her attempt to call and then refusing to speak to me when she called me, was an official attempt to resolve the issue. Now, after this complaint was filed and then the conversation, I find it funny that my account was restricted again for discrimination against my ads, claiming they go against standards. 1/2 of my income for the year comes from my show next month and they once again have discriminated against me and stopped me from advertising on one of the largest social media platforms in the world, when I did nothing wrong. I had an attorney design my ads around their rules and restrictions. If this new account restriction on my account does not get lifted in 3 days, I will loose my company, which is my livelihood. Please do not let them respond like this and let it be acceptable as an attempt to resolve a case they made no honest attempt to do so.
If she would have called back in the afternoon like she said, and I was waiting, we could have gotten the issues resolved. Instead she did not then come on here and lied.

Regards,

************************;

Customer Answer
Date: 08/10/2024
My last response was incorrect. I though this was in response to my complaint against ************** This is against Comcast and I read wrong. Let me correct my response.
A representative did reach out. They called me on my phone number listed on my account and refused to speak to me until I verified who I was when they called me. I informed the woman that I was driving and had no access to email or text while driving, it was unsafe. She refused to speak to me. After arguing with me for 5 minutes as to why it was safe to verify my account through text while driving, I finally told her off. She said she would call back in the afternoon and never did. This issue is not resolved in any manner.
Business Response
Date: 08/16/2024

August 16, 2024

BBB of ******************* & ********************
*********************************************************************************************************************************************************

Re:***************************
********************************************;
****************************

Case Number:22088819 - Rebuttal
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.

On August 15, 2024, I spoke with ***************************, who confirmed also goes by *******************************, to discuss their billing concerns. On July 25, 2024, a payment received on July 18, 2024 was returned as insufficient funds. The payment and payment reversal were reflected on the August 5, 2024 billing statement, along with a returned check fee. During our conversation, I disconnected the account as requested with a stop billing stop date of June 1, 2024. The disconnection of service and associated prorated adjustments are reflected on the August 16, 2024 billing statement.

The Comcast provided equipment on the account will need to be returned to avoid being charged unreturned equipment fees. 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 **************.

Regards,

****************
Executive Customer Relations
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.
I have been trying to solve a billing issue with Xfinity for a while and now they have sent an incorrect information to a collection agency. Each time I speak with an Xfinity **** I am given different information - but in all cases, the **** validate that I don't have an open balance. The account # referenced on the letter is: *************, but this is not my most recent account where I terminated services in Feb 2024. Up until then, there was no knowledge of any other account or supposed balance. I have had Xfinity since 2016 and in the last 8 years have taken them to every home, including my most recent at **********************************. No one can articulate where this apparent $136 balance came from given the fact that I've always transferred services each time I moved and remained on auto pay. This appears to be a billing error that I am paying for and it's a silly scar to my credit profile that I need fixed. I have exhausted calling and chatting with Xfinity - their **** promise to do things and update my account, one even told me it was a system glitch, and they would escalate. Yet, this company continues to report this false balance. I am not even sure which address this account number is associated with. I have been in my current home for 2 years.
Business Response
Date: 08/13/2024

August 13, 2024

BBB of ******************* & ********************
**********************************************************************************************************************

Re:***********************;
********************************;
*******, IL 60637

Case Number:22088455
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.

On August 5, 2024, I spoke with ****************** regarding a billing concern. Our records indicate that the account (number ending in 5522) located at *********************************************************** was activated on August 29, 2021, after ****************** transferred services from the account (ending in 5326) located at ****************************************************

The account (number ending in 5522) was interrupted for nonpayment on October 27, 2022, after a partial payment was received on October 19, 2022. On October 27, 2022, the account was disconnected as requested by the customer. The disconnection generated a credit prorate for services billed from October 27, 2022, through November 2, 2022 which reflected on the October 27, 2022 billing statement. On October 29, 2022, two reactivation fees were applied. On November 27, 2022, an unreturned equipment fee was applied for Internet equipment. These charges were reflected on the November 27, 2022 billing statement. The final balance was reflected again on the December 27, 2022 billing statement and was charged off to third party collections on January 2, 2023 after payment was not received.

On January 11, 2023, a billing adjustment was applied, and the unreturned equipment fee and reactivation fees were reversed. On January 12, 2023, a billing adjustment was applied, and a credit was applied for services billed from October 20, 2022, through October 26, 2022, which left a balance due. These credits and the remaining balance did not reflect on a billing statement due to the account being disconnected. The account remains in a collections status until proof of payment is received.

Our records indicate that on October 13, 2022, a new account (ending in 9564) was started, located at **********************************************. On February 27, 2024, ****************** requested to disconnect this account with a stop billing date of February 27, 2024. On March 8, 2024, the disconnection order was completed, which generated a credit prorate for services billed from February 27, 2024, through March 16, 2024. The disconnection was reflected on the March 8, 2024 billing statement, which reflected a balance due. On March 14, 2024, a payment was received for the March 8, 2024 statement balance. On April 8, 2024, the account was billed for unreturned Internet equipment, which was reflected on the billing statement issued on the same date. On April 17, 2024, the Internet equipment was returned to Xfinity and the charge was reversed, which reflected on the May 8, 2024 billing statement.

A review shows that ****************** has been accurately billed. Proof of payment for the account number ending in 5522 is necessary to clear the balance. I attempted to follow up with ******************, but my attempts were unsuccessful. I provided my direct contact information to ******************, should she require additional assistance. I apologized 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
Customer Answer
Date: 08/16/2024
[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: 22088455

I am rejecting this response because:
None of this account history is being disputed but the random $136 bill is because, a stated in the complaint and on the many phone calls I've had with Xfinity about this - I had autopay set up the last 2-3 years and had always been on time. I didn't close any account prior to Feb 2024 so why wasn't the final bill at my prior address (***************) not sufficient? At no point during my active services was I sent a different bill for ***********************. How did I incur charges that we're billed or paid via autopay. None of this is even acknowledged in the response. No explanation of the charges and providing an account history that demonstrates nothing else but my loyalty to Xfinity.
The company's response does not support this erroneous charge that they've incorrectly sent to collections. Every "fee" mentioned in their response was ultimately reversed as it didn't apply. Every bill has been paid. All equipment has been returned. I shouldn't have had any reactivation fees as my services were never disconnected (until I requested services be cancelled in Feb of 2024) - my services have always been transferred. . I have no intent on evading charges if they are accurate but I have settled my accounts with ******************** and to have this 2+ year old charge pop up is ridiculous. I've never seen a bill for this amount - what are the charges supposedly for?

Regards,

*************************
Initial Complaint
Date:08/03/2024
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.
Internet service has been unreliable for months. Connection keeps resetting. Every time technician comes to the site, they say the signal is good. The last time a technician came out, I worked with him and found TWO splices on the underground cable. This is completely unacceptable. There should be NO splices to an underground cable. I dont trust the people who installed the cable. They clearly did not have the right equipment to do a good job. Conduit was installed in my yard, then cable goes on the ground to get to the bottom of the pole. There are zero lot lines, so I understand its impossible to install conduit 100% to the pole, per the standard, but that was the reason why the tech in the first place ordered a new cable install because the drop from the tap to the bottom of the pole was the problem. Thats all that really had to be replaced, but they s**** everything up and installed bits and pieces of cable and spliced them together, some to orange and some to black, doesnt make sense. Its black to bottom of pole and orange for underground run to the house. I am getting a replacement S33 modem under warranty, but I dont think its going to matter since the signal keeps resetting intermittently. This is typical of a splice problem. Signal will test clean to the technicians, but every now and then, it will be list and cause the modem to lose connection and re-sync. This is not acceptable. I need a new cable ran from the bottom of the pole, directly to the house, with NO splices. Directional boring is required in order to install conduit from the pole to my house because of zero lot lines. It is an older neighborhood. Please investigate why there is so much trouble with this particular installation. New cable modem comes at the end of next week, on Friday August 9th, so I will know without a doubt when that arrives, but I already suspect the cable because the problem is INTERMITTENT! Its not an outright cut of the cable, that already happened in the past.
Business Response
Date: 08/15/2024
August 15, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:       *************************
            ******************
            **********, FL 33431

Case Number:                      22088287
            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 service.

On August 9, 2024, I communicated via email with ******************** who advised he installed a new modem in the home and it was activated. On August 13, 2024, a service-visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the underground drop cable line to the home, ground block, and referred to maintenance.

On August 13, 2024, a Maintenance Technician visted the location and disconnected an inactive drop cable line that was active and installed a noise filter on the line. The technician determined that all Comcast equipment was functioning within the appropriate specifications and all home check testing completed by the technician passed.

Our records also indicate on June 15, 2024, a service-visit was completed where the technician replaced a connector and referred to underground. On June 28, 2024,a technician replaced conduit. On June 28, 2024, a service-visit scheduled for June 30, 2024 was canceled with notes of outage related concerns.

On July 1, 2024, a service-visit was completed wherein the technician replaced a connector. On July 8, 2024, a service-visit scheduled for July 12, 2024, was canceled via text message. On July 24, 2024, a technician completed the appointment with notes of no one home outside only check. On July 31, 2024, a technician completed a service-visit with notes of customer education.

On August 14, 2024, I communicated via email with ******************** who verified that services are working properly. On August 14, 2024, I applied a credit to ******************* account to compensate for service interruptions from June 28, 2024 through August 13, 2024. The credit will reflect on the billing statement dated September 11, 2024. 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,

******************
Executive Customer Relations
Customer Answer
Date: 08/15/2024
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.
The issue was finally resolved after **** was finally able to find evidence that the signal was causing the modem to re-sync. Hopefully all of the other technicians can gain from lessons learned with regard to this intermittent problem.

Regards,

*************************
Initial Complaint
Date:08/03/2024
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 am being charged ***** for peacock premium plus subscription Xfinity has instructions to remove:********************************************************************************* These do not work and I am unable to cancel. I have to call each month to get a credit and am told its cancelled when its not and I continue to get billed. This has been since April 2024
Customer Answer
Date: 08/10/2024
I was billed again this month. They will not cancel peacock premium plus.
This issue is not resolved.
Business Response
Date: 09/13/2024
September 13, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:       *********************
********************************
            **********, MD 21784

Case Number: 22088284
            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 *************************.

On August 5, 2024, I spoke with ************** regarding his concern with Premium Peacock Plus. ************** confirmed that he upgraded his Peacock Premium at no cost as part of his package for Gigabit Extra Internet to Peacock Premium Plus through Xfinity online on April 1, 2024. After a few days, he decided to cancel the Peacock Premium Plus subscription. However, he was unable to do so due to a system error. On September 11, 2024, Peacock Premium Plus was successfully removed from Mr. ***** account. Credits covering the Peacock Premium Plus subscription charges from April 1 to October 1, 2024, were applied to the account on April 2, April 27, May 24, June 29, July 13, August 8, and August 12, 2024. These credits are reflected on the respective billing statements dated April 9, 2024, through September ******. 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,

***** ********
Executive Customer Relations
Customer Answer
Date: 09/18/2024
I am still waiting to see next months bill to ensure issue has been resolved.
The charge is still on my service but is now 0.00 dollars. If this charge is removed from next bill I will confirm that issue has been resolved at that time. The business has been very responsive since I filed my complaint but this charge issue will not be resolved until service is fully removed from my account.
Initial Complaint
Date:08/03/2024
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.
This is regarding my current bill due on Sept 7. I transferred 2 of my phone number out of xfinity to a different carrier. We called xfinity to make sure that phones are unlocked. I told xfinity customer service that if things doesn't work out with the other carrier, I will come back to xfinity. Then the agent said that it's fine and all I have to do is activate my account when ready. I didn't realize that they set up my 2 phone numbers to come back to xfinity and all i need is to activate those. When I saw that, I chatted with xfinity to cancel those request. Now my bill is doubled and I have 6 lines active plus the 2 activation fee that I did not even activate anything. I only supposed to have 2 lines. My bill is over stated and I just want this corrected.
Business Response
Date: 08/08/2024
August 8, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re: Yedda *******
*******************
*******************************

Case Number: 22088177
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 ******************** (also known as ********************) regarding Xfinity Mobile service.

On August 6, 2024, I spoke with ****************** regarding their Xfinity Mobile concern.

****************** initiated service on September 14, 2020, by adding two Bring Your Own Device lines and later added two additional mobile lines. On July 24, 2024, ****************** canceled service associated with two mobile lines (phone numbers ending in 7064 and 3324). We confirmed that both devices associated with these lines are unlocked.

On July 24, 2024 two Xfinity Mobile orders were submitted for the same devices associated with the deactivated lines and were activated on July 25, 2024, due to the customers request to cancel the pending activations, as she had no desire to activate additional lines at this time. The device activation caused two one-time line set-up fees to be applied to the July 18, 2024 August 17, 2024 billing cycle. On August 6, 2024, a one-time credit was applied to Ms. ******** Xfinity Mobile account to offset the line set-up fees, which reflects the July 18, 2024 August 17, 2024 billing cycle.

We confirmed that the two orders to deactivate the lines were submitted on July 25, 2024, but had an unknown delay, which caused them to remain on Ms. ******** Xfinity Mobile account until canceled and reprocessed on August 6, 2024. We have confirmed that the orders have been completed successfully, and the devices are no longer active. On August 6, 2024 a one-time credit was applied to Ms. ******** Xfinity Mobile account to offset the prorated data charges accrued for the additional lines which reflects the July 18, 2024 August 17, 2024 billing cycle. I apologized for any inconvenience ****************** may have 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,

**************
XM Executive Resolutions

Customer Answer
Date: 08/08/2024
[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.

Regards,

********************
Initial Complaint
Date:08/03/2024
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.
Multiple customer service resolution attempts to get my brand new unlocked watch 7 ultra on successfully activated on the Xfinity network. Thought I was in good hands when they told me my issue was escalated to the office of *****************... I guess I was very wrong. Not even 48 hours, and returning their voicemail and they already closed my case?! I work nights, I called back in a reasonable time frame and had no follow up?! Expected more but I guess that's why other mobile carriers are still in business.ESL04890731 was the case already closed.I want my unlocked watch activated, and my visual voicemail fixed, and at this point some serious financial compensation for having to teach your. **** how to do proper tech support and being the one to follow up unlike your team.
Business Response
Date: 08/20/2024
August 20, 2024

BBB of ******************* & ********************
**************************************************************************************************
**********************

Re:*********************************

, AZ 85743

Case Number:22088149
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.

On August 7, 2024, I spoke with **************************** regarding his Xfinity Mobile concerns. On July 20, 2024, **************************** attempted to add a bring your own device (BYOD) line of service with a ******* Galaxy Ultra watch to his Xfinity Mobile account. **************************** and agents were getting an error that the watch was not compatible with Xfinity Mobile service when attempting to add it to the account.

On August 8, 2024, an engineering ticket was opened to confirm eligibility of the device and identify any eligibility issues. On August 12, 2024, an update was provided that the watch is certified and mapped to work on the Xfinity Mobile network. On August 13, 2024, **************************** was able to successfully add the watch as a BYOD line of service, and confirmed it is working as intended.

There is a known software issue when connecting a ******* Smart Watch line of service, to an active line, that the visual voicemail may not work as intended. There is no known fix or estimated time of fix for the visual voicemail concern. I advised **************************** that he may reach out with *******, or Ill continue to work with him as soon as I have updates available.

On August 13, 2024, a courtesy credit was applied to the August 10, 2024, bill cycle for the length of time to resolution. 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,

**********
Xfinity Mobile Executive Relations

Customer Answer
Date: 08/21/2024
[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.
I confirmed the help in pursuing a fix through ******* on my behalf for visual voicemail is appreciated, but accept that this case can be closed.

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 laid new cable for our internet but never came to bury it. We need the cable buried, as it has been over one month and we are unable to mow our lawn properly, and its a tripping hazard.Additionally, I would like my bill looked at. I was told via chat if I wanted cable services, I would need to add myself through the app. When I did this, we did not get the correct cable. I called to asked to have my account to go back to normal and was told my bill can no longer be $65/month but increased to $75/month. Most recent bill was actually $85/month.
Business Response
Date: 08/15/2024
August 15, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:*****************************
*****************************
*******************

Case Number:22087983
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 service.

On August 5, 2024, I spoke with ********************** regarding her concerns. Our records indicate on July 16, 2024, ********************** accepted a 24-month promotional agreement for the Fast Internet. The agreement is effective July 16, 2024 through July 16, 2026. The promotional rate is effective July 16, 2024 through July 27, 2026. The account also reflects a 24-month promotional rate for the xFi ***************** which includes unlimited data and the modem rental, effective July 16, 2024 through July 27, 2026. At the conclusion of the promotions standard retail rates will apply. Additional services, equipment, taxes, and fees are not included and are subject to change. The change of service was reflected on July 24, 2024 billing statement. Due to the change of service being completed during the billing cycle, the balance owed was higher due to a one-time prorate charge.

The account receives a self-service discount with enrollment in both automatic payments using a credit card and paperless billing. An increased self-service discount is available with automatic payments using a bank account and paperless billing. The updated discount will be applied within 45 days of meeting the requirements. Should either self-service option be removed the discount will no longer apply.

On July 2, 2024, a service visit was completed during which time the technician repaired a cut drop. On August 13, 2024, a drop bury was completed through a conduit. An internal review of the signal levels to the residence confirms they are within Comcast specifications. My attempts to follow up with ********************** were unsuccessful. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

******************
Executive Customer Relations
Initial Complaint
Date:08/03/2024
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.
After a storm on 6/25/24 a large tree fell on the comcast cable line between the power poles in our backyard. Utilized the chat function 6 times and spoke to a person twice. Never received an email or follow up information about line being removed. The system to report the wire hazard does not function. Tree cannot be removed until the cable line is removed.
Business Response
Date: 08/15/2024
August 15, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:*******************
****************************************************************************************************

Case Number:22087863
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 service.

Our records indicate that there was a down line due to a storm in the area and a tree falling on Comcast equipment (span) causing damage to Comcast span and line laying on the ground with request to remove by ***********************. On August 11, 2024, our construction team confirm the down drop has been removed from the reported location.

In addition, the span was rebuilt/repaired, and all is considered resolved. I attempted to follow up with ****************, but it was unsuccessful. A resolution email was sent to **************** on August 13, 2024, as this matter is considered resolved. I apologize 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: 08/15/2024
[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.

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.
Changing my bill with out my notification and jacking up the rates. I signed on a promotional deal of 49 month on wifi plus the phone unlimited. My wifi connection isn't all that great. Now they to raise it up to 150 for the wifi. They can charge me whatever they want under contract. Which should be illegal and breach of contract
Business Response
Date: 08/13/2024

August 13, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:       *************************
            ****************************************
            ************, FL 32257

              Case Number:                    22087712
            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 service.

On August 5, 2024, I spoke with *********** regarding a billing explanation. Our records indicate that on December 10, 2022, ************ consented via text message (SMS) to a 24-month transitional promotion for Fast Internet. The introductory promotional rate was effective December 10, 2022 through December 9, 2023.Effective December 10, 2023 the second-year promotional rate became effective through December 9, 2024. A 24-month transitional promotional offer for xFi Complete (which includes Internet equipment and *************** was billed at no cost, effective December 10, 2022 through December 9, 2023. As of December 10, 2023 the second-year promotional rate became effective through December ******. At the end of the respective promotional offers on December 10, 2024 the standard retail rates will apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change.Beginning December 13, 2022, the account began receiving a 24-month promotional discount with qualifying enrollment in Xfinity Mobile through December *******, at which time, the discount will be removed. The account has never been enrolled in a contractual agreement.

The account receives a self-service discount with enrollment in both automatic payments with a linked credit card and paperless billing. Should either self-service discount option be cancelled the discount will be removed.

Our records indicate that *********** has been provided notice of the promotional effective dates on his monthly billing statements issued from December 10, 2022 through August 6, 2024. The accepted promotional rates have been honored and no changes have been made to the promotional offers since Mr. ***** acceptance on December 10, 2022. Please be advised the billing on this account is accurate.

During my conversation with ************ on August 5, 2024, *** advised that the services were working correctly, and declined an in-home service visit. Our records do not indicate that a service visit has ever been scheduled for this account. A review shows that the modem is online, and the signal levels are within specifications. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

************
Executive Customer Relations
Initial Complaint
Date:08/03/2024
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.
My underage childs phone number is connected to someone elses account. I called and verified it was a juveniles number and the supervisor said they cannot remove it from some ladys account that we are getting all her information. We can see all her personal information which is also a violation of her customer rights as well. If any of the bills came from my bank account Id like a credit back
Business Response
Date: 08/21/2024

August 21, 2024

Better Business Bureau
****************************************************************
*********************

Re: ***************************
*****************
***************************

Case Number: 22087603
Date of Notice: August 3, 2024

Dear *** or Madam:

This letter is in response to the above-referenced complaint submitted to your office by ***************************.

Please be advised that ************** does not subscribe to Xfinity Mobile or Xfinity Voice services.

On August 12, 2024, an Xfinity Mobile representative contacted ************** to advise her of the above information and assist with any account concerns that she may have. During the call, ************** confirmed that the complaint was unrelated to Xfinity Mobile services.

A Comcast ***************** Assurance technician made multiple attempts to reach ***************************.Unfortunately, all contact attempts were unsuccessful. The technician left messages with direct contact information. Contact with *************************** is required for further assistance with this matter.

Sincerely,

***************** Assurance
**************

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