ComplaintsforComcast Corporation

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our new home on March 8, 2021. I contacted Comcast to get internet service. They sent an engineer out and she said it was approx 800' of cable and gave us a price of $16,000 for them to trench and run us a line. They stated they would run approx 250' of line for free. We installed a line 600' from the house down the driveway. We called again and asked to have the engineer out to approve our line and get us set up for installation. Instead the same engineer came out, it was raining that day and I explained where we took the line from and to. I asked her if she wanted to walk the 600' of line we installed and she declined and said she would see it on her way out. Three days later I received a call stating the price came down a little to $13,000, I asked why. Julio sent me the info the engineer had sent him and guess what, its WRONG! She has the wire ending on the wrong side of lake. I have asked several times to speak to a manager to no avail. This is going on 7 month

  Business response

  10/25/2021

  October 25, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       Case Number:                      ********
              Date of Notice:             September 30, 2021
  
              *** *****
              *** ***** ****
              Canton, GA *****
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** *** ***** regarding Xfinity service.
  
  On October 21, 2021, I spoke with *** ***** to discuss that the address is currently not serviceable by Comcast. Comcast’s construction department surveyed the location and determined the address is 801 feet from the nearest tap. *** ***** advised she had a fiber optic cable line installed within 250 feet of the tap by a private contractor. Per construction, *** ***** will need to construct a building to house the equipment at the 250 feet mark where her fiber cable line ends. *** ***** was informed of her cost associated with obtaining Comcast services to her home. The approximate cost provided to *** ***** is required to be paid prior to the start of construction. This estimate is valid for 90 days from the date of this response. *** ***** does not wish to obtain services currently with the associated cost until her construction is completed with the building to house the equipment. *** ***** was provided a direct telephone number for construction after her work is completed to proceed with obtaining services. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####, Extension *******.
  
  Sincerely,
  
  Matthew W.
  Executive Customer Relations
  
  

• Initial Complaint

  09/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Comcast deducted over $500 out of my account. They deducted 3 payments. I authorized 1. The other 2 were unauthorized. I called several times and have not had a supervisor call back yet. They have my credit card information stored because of a past payment.

  Business response

  10/18/2021

  October 18, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *** **** *******
  **** ****** ***** *****, Apartment **
  Jacksonville, FL *****
  
                Case Number:                    ********
              Date of Notice:             September 29, 2021
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******* regarding Xfinity service.
  
  On October 4, 2021, I spoke with *** ******* and confirmed on August 3, 2021, due to the account being previously disconnected for nonpayment, *** ******* restarted the account and subscribed to the Basic TV and Blast! Internet at a monthly rate (lower rate with the self-service discount), ******* Premium at no charge, Digital Video Recorder (DVR), one TV Box + Remote, two TV Adaptor with the Internet/Voice Equipment Rental plus taxes and fees. On August 3, 2021, *** ******* successfully went through the customer approval process and provided her consent via email.
  
  The offer is eligible for a monthly Self-Service discount with enrollment in Eco-Bill paperless billing and automatic payments. If the customer chooses to enroll into paperless billing and automatic payments, the discount would be applied within 45 days from the enrollment date. If either Eco-Bill paperless or automatic payments is subsequently canceled, the monthly Self-Service discount will be removed automatically.
  
  On August 9, 2021, a bill generated on the account, higher than normal due to a past due amount, plus the services from August 20, 2021 to September 19, 2021, partial credit from August 2, 2021 to August 19, 2021 with one-time charges: two reactivation fees (generated on August 4, 2021) with one late fee (generated August 9, 2021) plus taxes and fees. On August 31, 2021, the account was interrupted for nonpayment and cancelled on August 31, 2021 due to *** ******* scheduling a payment to be withdrawn from her account on September 10, 2021, causing two reactivation fees to generate on September 2, 2021.
  
  On September 2, 2021, a payment posted to the account leaving a balance. The payment was authorized by *** *******; she made the payment via a third-party payment center. On September 2, 2021, another payment posted to the account leaving a balance. This payment was processed with a **** ending **** with source payment website.
  
  On September 9, 2021, a bill generated on the account, higher than normal due to a past due amount, plus the services from September 20, 2021 to October 19, 2021, a credit as a courtesy sports adjustment, with one-time charges: two reactivation fees (generated on September 2, 2021) with one late fee (generated September 9, 2021) plus taxes and fees.
  
  On September 10, 2021, a payment posted to the account leaving a credit balance. On September 16, 2021, a disconnection request was placed onto the account and scheduled for October 29, 2021. On September 22, 2021, a **** chargeback was applied to the account causing a balance.
  
  On October 9, 2021, a bill generated on the account, higher than normal due to a past due amount, plus the services from October 20, 2021 to November 19, 2021 with one late fee (generated October 9, 2021) plus taxes and fees. Once the account is fully disconnected there will be a final bill sent to *** ******* which will include any prorate credits and/or any additional onetime charges.
  
  On October 13, 2021, an Executive Customer Relation supervisor spoke with *** ******* and advised the information above. *** ******* was advised there is no refund due back since the billing on the account is accurate. *** ******* was advised she can contact her financial institution regarding the payments since we have authorization for all payments that posted to the account. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (**** ********.
  
  Sincerely,
  
  
  Seth L.
  Executive Customer Relations

  Customer response

  10/18/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I Seth went into great detail to describe my account history but not address the issue at hand.  I have have this account for over 15 years.  I have never had problems paying until I had Covid.  I had mentioned this to several employees.  I pay late, but the account is paid with fees added.  

  As Seth noted, I did authorize one payment which was supposed to be cancelled per the rep.  It was not cancelled.  The rep told me because my account was still disconnected I needed to make another payment.  I did.  The first payment was never cancelled.  

  That was 2 payments taken out, but only 1 authorized.  Then Comcast took out a 3rd payment that I don't even know where the total came from.  I called back regarding this payment.  I have been trying to get a refund since Sept. 2 and Sept. 10.  Seth told me a refund was processed on Sept.22 for the $400 plus payment.  I have not received it yet.  Today is Oct. 18.  I advised I can pay on the account once I receive my refund.  The second refund for $100 plus he said he could not return because I have a past due.  Once again as a customer I should be allowed to make my own payments.  If my money is refunded, I will pay the account.  Comcast was able to take money out of my account, which is theft, because they save your information on file once you schedule one payment with them.  I have asked for my information to be removed and it has not.  Comcast has recorded lines so they should be able to go back and listen to the call in which said the payment would be cancelled as well as the call where I authorized one payment, not three.  

  Comcast advised me to dispute the payment with my bank.  My bank did not steal money from my account.  
  
  Regards,
  
  **** *******

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wi-Fi goes down in my block weekly. The last time it went down 2 TV's stopped working. It takes hours to get someone on the phone, it is very difficult. Finally someone comes out to fix the 2 TV's. The technician was not professional. He fixed the TV inside as he swapped out the box and at first saying the TV was broken. Then we went to my outdoor kitchen where he also fixed/swapped out the box. In doing so he left many cables hanging and left. All of a sudden my ****'s nothing worked. I call Comcast the representative said "someone will come out and fix the ****'s as the technician should have not left that like that. The technician comes out and looks at it and says we don't do this but I will try. So he try's he cant fix it and then all of a sudden starts to blame it on me, saying was this working before? I said he left all the cables hanging. So now cable is fine nothing else works. I am insulted. So fix the box break but break all else and this is OK? I need to pay another person

  Business response

  10/22/2021

  October 22, 2021
  
  BBBof Metro Washington DC & **************************************************** ****************** Blvd., Suite 1330
  Philadelphia,PA 19103
  
  Re:       ************
  655NE *****************************************
  
                  Case Number:                      ********
              Date of Notice:             September 28, 2021
  
  Dear Sir/Madam:
  
  This letter is in response tothe above-referenced complaint submitted to the Better Business Bureau by ******* ***** regarding Xfinity service.
  
  On September 21, 2021, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a drop connector as well as replacing defective customer premise equipment (CPE).
  
  On September 27, 2021,another service visit was scheduled during which time the technical supervisor found the sound system installed outside showed water damaged already. The technician from September 21, 2021, disconnected the system from the Xfinity equipment to restore the services. Once again, the technician attempted to explain to ************** that Comcast is not responsible for her damages and show that the Xfinity services are working properly. We attempted to follow up with **************, but it has been unsuccessful.
  
  On October 14, 2021, our technical operation manager contacted ************** and requested a service visit to be setup as there may still be intermittent issue. ************** stated services are working and declined a service visit. If ************** has any further issues,************** will need to schedule a service visit.
  
  On October 9, 2021, as a courtesy, a credit was applied to the account related to a claim of damage to a **** stereo device. On October 11, 2021, a service credit was applied to the account for the period of September 12, 2021 to September 21, 2021. The credits will appear on the November 3, 2021 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ******************
  Executive Customer Relation Tell us why here...

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Xfinity has charged me huge fees for going over my internet since Covid restrictions due to my children needing to do school work online. So in May 2021 I called and was assured (I called several times) that my service would be disconnected in June when my contract ended. However Xfinity didn't cancel my service but left my internet on and charged my account for services. I was in Hawaii at the time on a much needed vacation. However due to xfinity I spent hours on the phone on my vacation trying to get my internet discontinued. Then I decided to re-enroll in a contract with xfinity in mid June. The person on the phone promised that the plan they were selling me included unlimited internet since this was my initial complaint and why I had left xfinity. Then they sent me to collections for a so called unpaid bill attached to the past account although I'm on automatic payments. Now they say I don't have unlimited internet and owe for overages.Ive probably had to call 20 times/3 months!

  Business response

  10/14/2021

  October 14, 2021

  Dear Sir or Madam: 

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

  With respect to *** *******’s billing concerns, *** ******* previously subscribed to the X1 Starter Pro  package, which included Digital Starter TV and Performance Pro Internet services, under a 24-month  minimum term agreement that expired on June 13, 2021. On June 16, 2021, *** ******* voluntarily  disconnected her Xfinity services1and submitted a final payment that brought her account to a zero  balance. Following the voluntary disconnection of her previous Xfinity services and account, on June 17,  2021, *** ******* initiated a new Xfinity account and accepted a promotion for the X1 Saver Pro+ Triple  Play package, which includes Extra TV, Blast! Pro+ Internet, and Unlimited Select Voice services, under  a 12-month minimum term agreement and also added xFi Complete to her account. On June 26, 2021,  *** ******* removed this promotion from her account and accepted a new promotion for the X1 Saver+  Double Play package, which includes Extra TV and Performance Pro+ Internet services, under a 12- month minimum term agreement. On July 9, 2021, at *** *******’s request, her June 16, 2021 final  payment on her disconnected account was applied to her new service account. This left a remaining  account balance on her previous account, which was eventually referred to collections. On September 7,  2021, *** ******* contacted Comcast to dispute the remaining account balance, and on September 8,  2021, Comcast applied a courtesy credit to *** *******’s closed account to bring it to a zero balance and  remove it from collections.2

  With respect to *** *******’s concerns regarding unlimited data, in 2016, Comcast implemented an  Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential  Xfinity Internet customers in *** *******’s area. Effective July 1, 2020, Comcast increased the usage  threshold to 1.2 TB per month. Our typical Xfinity Internet customer uses only 356 GB per month. Those  very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50  
  1 Please note that Comcast did not find any indication that *** ******* requested the disconnection of her Xfinity  services prior to June 16, 2021. 
  2 The collection agency records were updated within 5 business days to reflect *** *******’s account was paid in  full.
  GB for $10 each, with total overage charges capped at $100 per month. Alternatively, customers can sign  up for “xFi Complete” for an additional $25 per month (which includes unlimited data and the monthly  cost of an xFi Gateway). Existing xFi customers can add xFi Complete for an additional $11/month, as  they already pay $14/month for our xFi Gateway. Customers who choose not to lease an xFi Gateway or  who provide their own modem can add an unlimited data plan for an additional $30 per month. Under this  policy, customers are given one courtesy month per 12-month period during which they will not be  charged for exceeding the 1.2 TB data usage threshold.3If the threshold is exceeded a second time within  a 12-month period, no further courtesy months will be provided. Under her previous account, *** ******* exceeded her 1.2 TB usage threshold in September 2020 and received a courtesy month credit for this  overage.4 *** ******* again exceeded her 1.2 TB usage threshold in November 2020 and February and  May 2021, for which she incurred overage charges. Under her new account, *** ******* has not  exceeded her 1.2 usage threshold and still has one courtesy month credit remaining on her account. Please  note that, when *** ******* changed her service package on June 26, 2021, xFi Complete was removed  from her account, and, therefore, she has not had unlimited data on her account, nor has she been charged  for xFi Complete, since June 26, 2021. 
  New customers are informed whether a data usage plan applies to their area during the purchase process,  and the policy also is clearly disclosed in Comcast’s Xfinity Residential Services Agreement,5 Xfinity  Internet Broadband Disclosures,6as well as its Xfinity Internet Additional Terms7and Xfinity Internet  Acceptable Use Policy,8 which all Xfinity Internet customers agree to abide by as part of the Xfinity  Residential Services Agreement. In addition, details of the policy and frequently asked questions are  available for review online,9and all new customers and customers who accept a new service contract  receive a confirmation email that includes a link to the data usage policy during the first week of their  contract. Comcast has confirmed that a service order confirmation email, which contained information  about the data usage policy, was sent to *** ******* on June 11, 2019. 
  Data usage is measured for all Xfinity Internet usage in a customer’s house, including usage of Xfinity  Internet through Internet apps and services, e.g., Netflix, Amazon Prime, YouTube, available on  customers’ X1 set-top boxes and Wi-Fi connected devices. 
  Comcast provides customers with the following methods of tracking and receiving notifications about  their data usage: 
  • An individualized data usage meter for every Xfinity Internet account is available through the  MyAccount and Xfinity mobile apps, MyAccount online, and the X1 platform. 
  
  Comcast has confirmed that the appropriate data usage notifications were sent to *** ******* when she  was approaching, had reached, and exceeded her 1.2 TB threshold. 
  A Comcast Customer Security Assurance technician and a Comcast Executive Customer Relations  representative made several attempts to contact *** ******* to advise her of the above information and  discuss her concerns. Unfortunately, all attempts were unsuccessful. The technician and representative  left messages with their direct contact information should *** ******* have further questions regarding  this matter. 
  

  Should you have any questions, please feel free to contact us. 
  

  Sincerely, 
  Comcast Customer Security Assurance 
  
  

  Customer response

  10/19/2021

  I was very sad to hear Xfinity’s response to my complaint. I’m not a couch critic but a busy Mom of 4 and RN who works at the hospital. I wrote my complaint because it is very horrific how 20 or so calls to xfinity had zero accountability. If you promise a customer that you will be turning off their service at the end of their contract turn it off it shouldn’t take 5 phone calls. Listen in to those customer phone calls &hold people working at home accountable. Don’t lie to customers and tell them you are giving them unlimited internet if it’s not true. I was also NEVER emailed a contract that’s a lie,  and xfinity is unable to prove because it’s untrue. I also did receive a phone call from xfinity however when I called back several times it went to voicemail and my call was never returned. 
  
  Regards,
  ****** *******
  
  

• Initial Complaint

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Account # ********** Name on Account: ****** ************** & ******** ****. With Xfinity Mobile, you need to be an Xfinity Internet customer in order to receive the member rates. When we started Xfinity Mobile we were living in Colorado. In July, we moved from CO to Massachusetts. We were unable to transfer service because it was outside of the region so the Xfinity Internet rep advised we cancel service and restart service in MA. They also said that since we are remaining Xfinity Internet customers there is no need to restart Xfinity Mobile service and the accounts will be linked. The rep was wrong because we got charged an additional $50, our bill went up from $155 to $211. I called Xfinity Mobile MULTIPLE times to resolve this matter. They finally merged our account but by that point the autopay withdrew the $211.60 payment. A credit was issued but now Xfinity Mobile refuses to refund the money since I cancelled Mobile service with them in the beginning of August.

  Business response

  09/29/2021

  September 29, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:       ****** **************
              ** ******** **** #**
              Amherst, MA *****
  
              Case Number:                ********
              Date of Notice:               September 25, 2021
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ************** regarding Xfinity Mobile service.
  
  On September 27, 2021, I spoke with *** ************** regarding her credit concern. I confirmed that *** ************** was given a credit for the line access fee on September 13, 2021, however, she wanted the remaining credit refunded to her as she no longer had Xfinity Mobile services. I confirmed that *** ************** deactivated her services on August 17, 2021. Thus, I refunded her the remaining credit on her account on September 27, 2021. We apologize for any inconvenience this may have caused while a resolution was obtained.  
  
  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 ###-###-#### Extension *******.
  
  Sincerely,
  
  Robert M.
  Xfinity Mobile Executive Resolutions
  

  Customer response

  09/29/2021

  [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 appreciate the representatives timely response and swift resolution of the issue.
  
  Regards,
  
  ****** **************

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved to my new building on 3/11/2021 and decided to choose Xfinity as my internet provider after good service during my previous lease included in my rent. I could not install the internet myself, so someone had to come out to do so. I was charged $100 for this installation which was absolute blasphemy. When I made the appointment I was told I would only be charged if it was something out of my control. Well, it definitely was out of my control since my building blocks the Xfinity connection. The technician had to change this and it was something I could not do. Cable TV is included in my rent, but I have no access to it because I chose Xfinity internet. I decided to call and complain on 4/30/2021 but was told there was nothing that can be done. I asked to speak to a manager and said I will be unavailable the rest of the day and of course they call back twice in that same day. I want my $100 refunded as this was out of my control and cannot wait for my Xfinity service to end.

  Business response

  09/28/2021

  September 28, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:   *************
  ************ ******
  Miami, FL ******
  
   Case Number:                   ********
  Date of Notice:                  September 24, 2021
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******** regarding Xfinity service.
  
  On September 27, 2021, I spoke with *** ***** ******** and confirmed that the issue was resolved on March 13, 2021 by a technician completing an installation. I explained that we do charge if a technician comes out within 30 days of self-installing. The installation fee that was applied on March 13,2021 was approved on March 12, 2021 by text message.
  
  On September 27, 2021, as a courtesy, a credit was applied to the account. The credit will appear on the October 12, 2021 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  Donald (Nick) G.
  Executive Customer Relations

  Customer response

  09/30/2021

  [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

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My service was terminated even though it paid for until oct 16th when I keep trying to reach customer service to fix it they keep giving me the run around and won't fix it! I paid for the service I should have it until the period ends!

  Business response

  10/08/2021

  October 8, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:     ***** ****** 
            **** ******* ****** 
            Jacksonville, FL ***** 
  
           Case Number:     ******** 
           Date of Notice:    September 24, 2021
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  I made several attempts to contact *** ****** via telephone and email. Although I was unable to reach *** ******, a review was completed on the account. Our records indicate that on September 23, 2021, an agent disconnected services in error instead of the requested October 16, 2021 requested date. The disconnection of service as were immediately turned back on the same day.
  
  The account is currently active and if *** ****** wishes to cancel services as of October 16, 2021, *** ****** would need to contact us to place a disconnect order. The account currently reflects a balance and the last payment received on September 23, 2021. All signal levels are within specification.
  
  In order to resolve this matter, contact with *** ****** is necessary. 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,
  
  Dominique M.
  Executive Customer Relations
  

  Customer response

  10/09/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  these 8s not true she called once or twice in there morning when I was asleep I told her to call me in the afternoon, I sent here an email in regards to this I also tried calling her number multiple time in excess of 20 time at different times during here supposed office hours and not once did she pick up her phone, I also tried leaving several messages. This is just one more example of the inexcusable behavior of Xfinity service.
  
  Regards,
  
  ***** ******
  

  Business response

  10/19/2021

  October 19, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ***** ****** 
        **** ******* ******
        Jacksonville, FL *****
  
  Case Number:********
  Date of Notice: October 12, 2021
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  Our records indicate *** ***** ****** Cosmo subscribes to Blast! Internet. The account receives a promotional effective September 23, 2021 to September 22, 2022. *** ****** also subscribes to the Internet/Voice Equipment Rental plus taxes and fees. The offer is receiving the monthly Self-Service discount with enrollment in Eco-Bill paperless billing and automatic payments. If either Eco-Bill paperless or automatic payments is subsequently canceled, the monthly Self-Service discount will be removed automatically.
  
  On September 23, 2021, an agent disconnected services in error instead of the requested October 16, 2021 requested date. The disconnection of service as were immediately turned back on the same day. On September 23, 2021, a payment posted to the account leaving a balance. On September 23, 2021, a bill generated covering services September 23, 2021 to October 22, 2021. On October 11, 2021, a payment posted to the account leaving a zero balance. Please be advised *** ******’s billing is correct. 
  
  On October 15, 2021, I spoke with *** ****** and advised aforementioned information. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
  
  Sincerely,
  
  Dominique M.
  Executive Customer Relations
  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The WiFi/internet service provided by Comcast is problematic and causing my security cameras and internet connection to intermittently shut off and on. The technician told me the problem is with the outside lines. I was told they are outdated and old. This has been going on for several months. I’ve contacted Comcast about this issue. They recently told me I should purchase a WiFi extender for $400+. They refuse to fix the outdated lines!!! Another technician mentioned the whole street is connected to one line!!! I get nothing but the run around or placed on hold for 20 mins only to have the call dropped with no return or follow up. I’m requesting for the lines to be fixed and for a substantial credit.

  Business response

  10/29/2021

  October 29, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***** **********
              ** ******* ****** 
               South River, NJ *****
  
                  Case Number:                      ********
              Date of Notice:             September 23, 2021
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ********** regarding Xfinity Home service.
  
  Another Comcast representative and I have made multiple attempts to contact *** **********. We have left multiple voicemail communications on the contact supplied in *** **********’s original complaint. After further investigation, we were unable to find any details on record that prove our technicians went out to the customer’s residence on May 21, 2021 to replace the outside drop connection, ground block, and splitter as well as swapped the modem. Additionally, *** ********** was having an issue with a camera, which had to be replaced by a technician on October 16, 2021, due to a device issue. Since this appointment, I have been unable to get in contact with *** **********, but he does have our department’s direct contact information if he has any further issues that need to be addressed.
  
  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 (**** ******** Extension *******.
  
  Sincerely,
  
  Bryan S.
  Senior Tech, NETS
  Executive Customer Relations (**** ******** Extension *******
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/5/21 I told Comcast rep tht I’ll be moving on 9/1/21 & I would need my services transferred. I told rep I want a 1yr contract w/only 100Mbps. Rep had the contract sent via text & I signed. 9/10/21 I spoke w/ ***** (ID#*********. I called b/c I received a bill for the incorrect amount. ***** stated my transfer of service was cancelled, no reason why, but he said he fixed the issue & had me sign the contract again, this time I did a verbal consent. 9/20/21 my internet was disconnected so I called & tlked to ******* (ID ******) she fixed the problem & I signed contract. she transferred me to update modem. Spoke to **** & he wasn't a help at all so I asked to speak to a supervisor & he returned from hold with rep ****** (ID ********. I asked ****** if he was a supervisor & he said no. **** stated I wouldn't have service for 24hrs. I work from home & need internet & he said go to Xfinity store & change my modem. It was 6:42pm & the store close at 7pm & the nearest one is 15 min away.

  Business response

  09/30/2021

  September30, 2021
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ****** regarding Xfinity service.
  
  Our records indicate that on September 20, 2021, an unknown error message associated with the assigned leased modem prevented the activation of ** ****** account. On September 21, 2021, ** ****** visited a local Xfinity Store and swapped the modem. The new modem was successfully activated on the same date.
  
  On September28, 2021, I spoke with ** ****** and she verified that the services are working correctly.
  During the interaction, I applied a credit to the account. This credit will reflect on the October 16, billing statement. *** ******’s  supervisor request was not properly submitted as requested and I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **** **********, Extension *******.
  
  Sincerely,
  
  Donovan R.
  Executive Customer Relations
  

  Customer response

  09/30/2021

  [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

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/12/21 called about connectivity issues for my internet with xfinity. I spoke to a rep that stated after troubleshooting, was an issue with the connection coming from outside my house and set up a technician to come out to inspect it. (Same issue as last year) Rep called day before visit to ask if i would still like to have someone come out to check it, I told them I couldn't tell if an issue was still present as it would happen sporadically. They still came out. Next month i get a bill for an an extra 100$ fee for a technician fee due to them saying it was users hardware problem. The tech never came in the house to check it but used his device to see the model number of it and said it was probably due to my modems age and i should get a new one soon but no resolution. Supervisor said it was non waiveable even though no one said I would be charged and refused to review recordings of the call. Said his supervisor may or may not review call and still won't waive it due to policy..

  Business response

  09/27/2021

  September 27, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:   **** ****** 
  *** ****** *****, Unit *
  South Elgin, IL *****
  
  Case Number:       ********
  Date of Notice:      September 21, 2021
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** **** ****** regarding Xfinity service.
  
  On August 18, 2021, *** ****** required a service visit where the technician determined customer-owned equipment caused the service interruptions. As a result, a valid service visit fee was applied to the account on August 20, 2021. Service visits involving: customer education, resolving customer-owned equipment and inside wiring concerns are eligible for a service charge.
  
  On September 22, 2021, I spoke with *** ******, regarding his billing related concern and advised that the service visit fee was applied correctly. As a one-time courtesy, a credit was applied to the account covering the service visit fee on September 20, 2021. The credit will reflect on the September 24, 2021 billing statement. 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 ###-###-#### Extension *******.
  
  Sincerely,
  
  Matthew W.
  Executive Customer Relations
  

  Customer response

  09/27/2021

  [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,
  
  **** ******
  

*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. ↩