Complaints

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

close

Find a Location

Comcast Corporation has 926 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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: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.

  This complaint is in regard to the Xfinity prepaid card issued to me on 5/17/24. I redeemed the virtual card and have been unable to use it. Today, for example, Amazon did not accept the card. I tried numerous times this morning to get help, using the phone number *************) provided in the original email from Xfinity. Each time, I was taken through the menus and was unable to get help from a live agent. After a lengthy wait time and one additional agent, I did speak with an Xfinity Mobile agent who tried to assist me and ended up giving me another phone number *************) which I called. Again, I was taken through a series of menus and never was able to speak with a live agent. What I would like is to receive a physical card that works.

  Business Response

  Date: 08/22/2024

  August 22, 2024
  
  
  BBB of ******************* & ********************
  *********************
  **********************
  
  Re:***************************
  ******************************************************************************************
  
  Case Number:22087434
  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 ***************************.
  
  Upon receipt of this complaint, we investigated available alternative options to receive the code to use the **** Prepaid Card. ******************** was able to receive the validation code successfully via email. She was also able to add the card information to her Apple Wallet.
  
  ******************** was charged a fee for the mail physical card option she originally requested. I placed a credit on Ms. ********* account equal to the fee amount. 
  
  On August 5, 2024, I spoke with ******************** and explained this information. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions

• 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 ended my cable portion of Comcast in July of 2021. I return equipment except remotes. A few months ago I discovered a charge of $20 a month for unreturned equipment. I called and was told it was 2 remotes and to return for billing removal of $20. Today I researched my bills to see how many times I paid for this, since 7/13/21, that's $480. I called Xfinity and was told it was a cable box and remote. I asked what was charge for replacing lost equipment. I asked was I supposed to pay $20 for the rest of my life? I was told the charge was removed from my account. I informed them that I paid $480 for equipment. I can't find out from Xfinity the cost of replaceing equipment, I believe I was over charged. I don't mind paying for unreturned equipment but not over paying. If i had not called again today I believe i would continue being charged endlessly. On Xfinity forum they don't charge for lost remotes. I believe I returned both cable boxes but not remotes as they didn't require remote returns. Thank you

  Business Response

  Date: 08/15/2024

  
  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
              ******************
              *********, CT 06029
  
              Case Number:              22087323
              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 *****************************, an authorized user on ********************* account, regarding ********************** service.
  
  When a customer removes services from their account or receives a replacement device via a Getting Started Kit, the rented equipment they have related to that service becomes disabled (also referred to as Inactive Equipment (IE)). You have to return the equipment within ************************* Xfinity Retail Store. If you do not return the equipment within 30 days, we will apply a monthly recurring charge until the equipment is returned. Once the equipment is returned, we process the return,stop charging the fee, and prorate the charge for the rest of the billing cycle if applicable. We do not charge a fee for unreturned remotes.
  
  A customer has 120 days from the date of the bill in dispute, to dispute any charges. This is detailed in the monthly billing statements under additional information.
  
  On August 13, 2024, I spoke with ********************** regarding an equipment concern. Our records indicate ********************** subscribes to the Performance Internet package with the Gigabit Upgrade at the retail rate effective May 25, 2021. ********************** also subscribed to a 24-month agreement with a 24-month promotion for the Pro Protection Plus package. The service includes: Pro Protection, 24/7 Video Recording (7 days, up to 4 cameras) and a Leased Touchscreen. The agreement was effective August ******, until August 2, 2020. The promotion was effective August 2, 2018, and expired on August 12, 2020, at which time retail rates were applied, 24/7 Video Recording at the retail rate was effective May 25, 2021, and the Touchscreen at the retail rate was effective April 2, 2019. Additional services, equipment,taxes, and fees were not included in the package price.
  
  On June 29, 2021, one cable box was removed from the account and two IE box charges were added to the account, due to the remaining boxes not being returned.
  
  On August 3, 2024, ********************* spoke with a customer service representative who, as a courtesy,removed two cable boxes listed on the account and removed the associated inactive box charges, which resulted in a pro-rate credit being applied to the account. The change and pro-rated credit appeared in the August 6, 2024 billing statement. Please be advised the billing on the account is accurate. No credits are warrantied for this 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,
  
  
  *****
  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.

  My Xfinity TV box stopped working. I have tried contacting customer support but they won't make someone available to speak. I want my TV box fixed and my money back.

  Customer Answer

  Date: 08/03/2024

  You can go ahead and close the complaint. Comcast fixed the issue

• 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.

  They provide Internet service for our business, their modem broke. We solely rely on Internet for all our business and they could not bring anybody in for 48 hours, when they promised a time and a date, they kept changing it as the time date came and lapsed, offered only empty appolagies

  Business Response

  Date: 08/08/2024

  August 8,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************************
              **************,
              ********, **, 34748-6617
  
              Case Number:             22087011
              Date of Notice:             August 3, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Comcast Business service.
  
  On August 6, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the customers modem. On August 7, 2024, I spoke with ************************** and verified that services are working correctly.
  
  On August 7, 2024, I applied a credit for the service issues. This credit will reflect on the August 22, 2024 billing statement. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Business Account Manager
  

• Initial Complaint

  Date:08/03/2024

  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.

  I order some security cameras and a door lock from comcast the order got dubbed then I tried to cancel was told it was canceled so I went to the store to buy them they sent them I took all the equipment back to the store then I get a bill I called ask why is my internet bill 600$ they say it was a charge for the equipment I said I took it back to the store the *** says I see that and the store *** scand it in I say my bill is normally 70$ its been around that way since November she said she will create a ticket and have it resolved about 2 weeks pass I dont have a full credit I call again after fight with the automated system I finally get somebody from a department called billing east ask about the bill they say its wrong department I need central billing talk to them they says its nothing to worry about and that the bill was generated but and the system will make the adjustments and my actual bill is like $60 after the credit that they didnt give me and just make that payment and everything will balance out when the system updates I made a payment gave it some time and my bill is still crazy high and now its like 360$ after like 50 tickets I was told that were put in I never got a update and my bill keeps doubling

  Business Response

  Date: 08/16/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *******************
              *********************************
  **********************
  
              Case Number:                      22086854
              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 6, 2024, I spoke with ************* and confirmed he was subscribed to Xfinity Self Protection with three cameras. Additional services and modem are not included in the package price. This package was effective May 7, 2024, with the application of equipment charges and installments. Our records indicate, that on May 14, 2024, there were orders for two additional cameras and Kwikset Smart Lock. In addition, a credit was provided for cameras and the shipping charges.On May 14, 2024, a courtesy credit was applied to the account; it was reflected on the June 1, 2024, billing statement. On May 16, 2024, the Xfinity home equipment was cancelled on the account. This applied the remaining installment charges for the devices. On May 16, 2024, a courtesy credit was applied to the account; it was reflected on the June 1, 2024, billing statement. However, as this statement included all the added services and prorated installment charges, the balance was higher than normal.
  
  On June 3, 2024, the remaining charges for the equipment was credited off the account with the return of the cameras and lock to a retail location. On June 3, 2024, a billing adjustment credit was applied to the account; it was reflected on the July ******, billing statement. On July 28, 2024, the *********************** was disconnected as requested by ************** and reflected on the August 1, 2024,billing statement. On August 6, 2024, ******* Premium and Now Streamsaver were cancelled as per **************** request; this will be reflected on the September 1, 2024, billing statement. I explained the billing credits and adjustment with **************. At this time, the appropriate credits were applied to the account and billing is accurate.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Niles H.
  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 purchased a new doorbell ring camera from Xfinity in December of 2022. The camera was installed by their technician. Beginning in about February of 2023, the doorbell camera began having issues. The device will disconnect and does not work despite being plugged in and connected wifi. My other camera further from my wifi router has had no issues with connectivity. I have made complaints just about every month about the camera not working for hours and my dissatisfaction. In July of 2023, I scheduled a tech to come out free of charge to assist with the issue. The tech was unable to find anything wrong stating the wires are correct and could not provide any solution to my problem. I asked to have the doorbell camera replaced. He told me it would be the same exact doorbell camera I already have and that I would have to pay. I told him why would I want to purchase a product I already have that is not working properly again? I then asked if I could get another camera installed like the one I have already in another part of my home. He said yes and installed the new camera. I have no problem paying for the new camera but I do not agree with the installation charge of $150. I was told to call and it would be removed since the whole point of the visit was due to their equipment malfunctioning. I only requested the new camera to ensure I had a reliable camera source recording, if ever needed. Had the tech or the company resolved my original request and issue than a new camera would never had been needed. My service request was changed in their books to ignore the fact that their product stopped working. This is poor customer service and I would like assistance with getting this resolved immediately. I have tried calling and chatting in the app. All that has gotten me is transferred to different agents until one eventually disconnects me.

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
  
              MI *****
  
              Case Number:                22086612
              Date of Notice:               August 3, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  Per ******************** complaint, she started having issues with her video doorbell in February of 2023. She had a technician come out to her home in July of 2024 to review the concern with her video doorbell. ****************** stated that when she asked to have the video doorbell replaced that the technician advised her that she needed to purchase a new one. She agreed to purchase a new outdoor camera and was also charged for a service visit fee which she disputes.
  
  Per our records, On July 15, 2024, ****************** approved and consented to an order via the website with email ******************* using E-Signature where she added a new outdoor camera on a one-time charge as well as a service visit charge. The technician completed the order as advised on July 15, 2024. With this information in mind,we can confirm that the charges are valid and were agreed to and have no records where she was advised that the charge would be waived.
  
  I attempted to reach ***************** on August 5, 2024, August 7, 2024, and August 12, 2024 by the primary email address on file ******************* and the primary phone number on file ************* and I was unable to get in contact with ******************. We would need to be able to speak with her in order to resolve the Xfinity Home issues that were mentioned in the complaint.
  
  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,
  
  ******************
  XH Sr. **********

• 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 called Internet essentials at 1301 PM and The *** had offered me to get the Internet and two phones because I am low income and I have ********* I qualify to have two lines and the Internet for a cheap price so I agreed to that we signed up for everything and she sent me to the Comcast store to get my box to get started. I went to the Comcast store and picked up my box. I called Xfinity after, starting my service and the ***resentative Care told me something totally different at 1543. I was told that they would service and I would have to order Comcast p***aid. I told the lady I just gave you $57 for two phone lines and I was supposed to get Internet and the phone lines together as a package deal affordable for me because Im low echo and she told me that they will interrupt my service, and my phones would be at regular price. I feel like I was told lies and being preyed upon. The phones will not be affordable. I switched my phone service and now I cant afford it because Xfinity told me false information. I also called for a third time and the *** told me that I was approved for the Internet is sent to program and told me that my Internet will not be disrupted and dont worry, but that was not the case. My Internet was turned off and now I have two phones that I will not be able to afford because I was tricked into getting them.

  Business Response

  Date: 08/30/2024

  
  August 30, 2024
  
  
  BBB of **************************; ********************
  *********************************************************************************************************************************
  
  Re:*******************************
  ******************************************************************************
  
  Case Number:22086575
  Date of Notice:August 3, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***********************************.
  
  ****************** accepted the Internet Essentials ************ at the retail rate of $29.95 monthly effective August 2, 2024. As part of the Internet Essentials program the Comcast leased modem is provided at a $0.00 modem rental monthly fee. 
  
  Upon a thorough investigation of the account there is no record of the Internet Essentials services being disconnected or turned off due to non-payment or any other reason. Our records indicate that that on August 3, 2024, ****************** was unable to connect to the WiFi network. On August 3, 2024, the ****************** was educated on the WiFi network name (SSID) and she was able to access the WiFi network. 
  
  On August 2, 2024, ****************** established mobile services by purchasing two new devices: ******** ************* 2024 and ******* Galaxy A25 5G with a 24-month device payment plan; pre-qualifying for the ******* A25 5G On Us promotional offer. The line was enrolled in the unlimited plan. The On Us" offer requires the line to be activated with a ported-in phone number from another carrier to qualify. The line would receive a monthly credit to offset the monthly device charges for 24 months. 
  
  On August 9, 2024, the lines listed above were activated, and the ******* A25 was not activated, with a ported-in phone number causing the promotional offer not to apply. The monthly bill includes the unlimited plan for both lines, two device payment plans, plus tax. When adding a new line with Xfinity Mobile service there is a one-time line setup fee per line, which will reflect on the first billing statement associated with the new lines. The billing statement issued on September 8, 2024, includes the unlimited plan for two lines, the device payment plan, and the one-time line setup fee plus tax. 
  
  A Comcast Executive Customer Relations representative and ********************** specialist both made several unsuccessful attempts to contact ****************** to advise her of the above information and discuss her concerns. They left a message with their direct contact information should ****************** have further questions regarding this matter.
  Should you have any questions or need additional information, please contact me.
  
  Sincerely,
  
  
  ****************
  Executive Response Team
  **************
  
  

• 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.

  My condo building has signed a deal with xfinity called a bulk plan so everyone in the building gets internet included in the monthly HOA fees but has no option to choose another provider or you will have to pay twice. While getting my internet setup, I visited the xfinity store where they told me that I needed a "storm ready wifi" that would cost $7 a month and there were no other options. So I accepted that and they said they would ship it out. In the meantime, I contacted the building and they said that all equipment should be included in our bulk plan and I shouldn't have to pay for anything extra. I then reached out and had a service technician come out who installed a modem/router and got everything working and he confirmed that I should not need to pay anything extra. Then a few days later, the package with the storm ready wifi arrived and since I didn't need it, I brought it back to xfinity completely unopened since they said they had a 30 day money back guarantee (I brought it back about a week after). They took the device and said that I would be refunded but that was not the case. It is now over a month later and I have been billed $33.09 for the first month of renting the storm ready wifi (which I don't even have in my possession) and have a pending bill of $208.49!I have tried visiting the store multiple times as well as had 5 different phone calls with agents and still I have no progress on my issue. Everyone there is just telling me to wait and it will be resolved but nobody is actually doing anything. They keep giving me case numbers but then I never hear anything back about them. The last agent said they would escalate to billing and they would call me the next day but then two days later, still no communication from xfinity. I am really out of options here and have tried all that I can. It really ***** to have to pay almost $250 to get scammed by this giant company.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:                       Case Number:                      22086528
              Date of Notice:             August 3, 2024
  
  
              ***********************
              WA, 98102
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On August 8, 2024, I spoke with ******************** regarding equipment charges. Our records indicate that the equipment was returned on June 30, 2024, and a credit was applied to the account on the same date for the Storm Ready Wifi-equipment charges. However, due to a workorder office error an installment charge for the device was billed to the account on July 1, 2024. On July 29, 2024, the Storm Ready Wifi-equipment charge was added to the account again in error. On July 29, 2024, a credit was applied to the account for the installment charge billed to the account on July 1, 2024, and on August 8, 2024, a credit was applied to the account for the Storm Ready Wifi-equipment charge. The credit will be reflected on the September 1, 2024, billing statement.
  
  In addition, ******************** was advised that our records confirm a **** charge back was billed to the account on August 7, 2024, due to a payment from July 27, 2024,which he disputed with his financial institution. 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: 08/17/2024

  [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.

  Thank you so much for your help in this matter, I don't think that I would have been able to get Xfinity to refund me for my return without your help.

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

  
  

• Initial Complaint

  Date:08/02/2024

  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 a live wire in the street and in my yard. Wire has been there for days. Residential area with children on the property. Xfinity has been told several times and have not removed the wire

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  
  Re: *******************************
  ******************************************************
  *****************
  
  Case Number:22085994 
  Date of Notice:August 2, 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 7, 2024, I spoke with ******************** regarding the Xfinity concern. ******************** indicated the cable line has since been removed, and he no longer requires assistance. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Queen Q. 
  Executive Customer Relations 
  

• Initial Complaint

  Date:08/02/2024

  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.

  Sunday 7/28/24 Comcast Xfinity router went down chatter with someone told me to go replace the router at ********************************* location in *************** replaced it Monday the 29th Tuesday no internet chatter with the tech person and they send the technician out Wednesday person tried doing his best fix it couldn't came back Friday because of internet and a cable box went out same technician said it had to do something with the pole. Received text messages saying someone was going to come out and look at the pole connections and try to fix it 3:00 p.m. received a text saying that it was working as a August 2nd nothing still chatted with someone today 7:00 p.m. August 2nd unfortunately kept getting sales agents trying to sell me more things I don't need asking me what's wrong with my stuff and saying that I need to upgrade and pay more for other services that I don't need like cell phones and other things don't like how Xfinity has been treating me nice since 1985 been a customer and this is how I'm being treated I will like for you guys to look into the customer service chat support team and they're overseas support team and how they handle complaints unfortunately because they're overseas I don't think they understand the circumstances and problems that happen here we are not as tech savvy as other customers are but we know what we're doing and we're trying to fix this and their agents online and on the phone keep telling me to do the same thing unplug disconnect and it's not that it's the pole our lines are super old and they need to be upgraded unfortunately Comcast doesn't want to do that.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:*********************
  ******************************************************************************
  
  Case Number:22085933
  Date of Notice:August 3, 2024
  
  Dear *** or 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 ********************** 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 multiple service appointments and maintenance tickets were completed from July 13, 2024 through August 9, 2024. Additionally, the modem was swapped multiple times on July 30, 2024 and August 3, 2024. 
  
  On August 13, 2024, a credit was applied to the account as a service adjustment from July 13, 2024 through August 9, 2024. The credit will be reflected on the billing statement dated September 6, 2024. There are no area issues affecting the services and the signal levels are within specification. To provide additional assistance or resolve any remaining service concerns, contact with ************** is necessary. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations