ComplaintsforComcast Corporation

Cable TVs

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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.

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Initial Complaint
09/18/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Comcast has not provided us with satisfactory equipment to access the service for which we are paying. They say that the modem provided is not of lesser quality due to our lower priced plan, but we have access to a higher priced plan and that modem is superior. This one keeps going offline and needs a manual reboot (which we cannot physically do every time it goes down). We picked up a replacement 3 weeks ago and it's doing the same thing. This is beyond frustrating.I tried to use the online scheduling portal, but it won't load more than a week of dates (despite the website stating "a few weeks ahead"). I then chatted with an agent who said I was confirmed for 10/04 only to get the email confirmation which said it's for 9/26. I cannot change the appointment because the website won't load dates beyond 9/28. They happily collect our money, but they are absolutely failing to provide the service for which we are paying.
Business response
09/27/2021
September 27, 2021

BBB of Metro ************* & Eastern ************
******************************************************************************************

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

Case Number:********
Date of Notice: September 19, 2021

Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.

I attempted to contact ****************** via telephone and email several times; however, my attempts were unsuccessful. 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 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,

****************
Elite Customer Experience
Customer response
09/27/2021
[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 have not received any emails from anyone at Xfinity regarding this matter. I received a voicemail message from a Colorado Xfinity representative, but the issue is not regarding a Colorado account, it is regarding an account in Tucson, AZ. I have not received any communication from any Xfinity representatives in Tucson, AZ, whether via email or voicemail.

Regards,

*****************************
Business response
10/07/2021
October 7, 2021

BBB of Metro Washington DC & Eastern ************
******************************************************************************************

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

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 *****************************, an authorized user on the account in question, regarding Xfinity service.

On October 4, 2021, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the line running from a newer drop in conduit up the wall into the **. ******** unit. Additionally, the technician removed two splitters that were not needed, swapped a wall plate in the home, and changed out the **** fittings on the drop. Lastly, our technician removed a large quantity of noise that was coming in from their old **** drop that was attached, however unusable.

On October 5, 2021, I attempted to contact ****************** to confirm resolution and was unsuccessful in the attempt. Although I was unsuccessful at contacting ****************** to confirm the resolution, our records indicate her services are within Comcast specified levels. Should ****************** need further technical or billing related support, she may contact our local offices directly by calling 1800-Xfinity or by utilizing the Xfinity Assistant which is available on the Xfinity My Account App. The request for compensation has been respectfully declined at this time. 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,

**************
Comcast Elite Customer Experience
Initial Complaint
09/15/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have xfinity and it is out all the time! I try to call and get help with customer service and get no help. My kids are trying to school at home online and I am trying to work from home part of the week.
Business response
09/28/2021
September 28, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:       ******** *****
            **** ******* ******
            Shakopee, MN *****
            Case Number:              ********
            Date of Notice:             September 16, 2021

Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ***** regarding Xfinity service.

I attempted to contact *** ***** via telephone and email several times. While my attempts were unsuccessful, our records confirm that between August 18, 2021 and September 15, 2021, *** *****’s service was affected by a series of outages in her area, causing the loss of service for multiple customers. On each occasion Comcast's maintenance team identified and corrected the issues causing the outages by adjusting equipment and replacing equipment. Our diagnostic tests reflect *** *****’s services are operating within specifications.

On September 28, 2021, I applied a credit for the loss of service. This credit will reflect on the October 25, 2021 billing statement. I apologized for any inconvenience and frustration experienced in attempting to resolve this issue.

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,

Don L.
Executive Customer Relations
Customer response
09/28/2021
[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
09/14/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I upgraded my Xfinity mobile phone on Aug 27, 2021. I have been an Xfinity mobile customer since they began cell phone service. The problem that I have spent 2 1/2 weeks trying to resolve is that a CRACK was discovered on the screen of this BRAND NEW PHONE within the first 24 hours! I returned to the store the next day! A clerk (with attitude!) told me tough luck & that "we'd never sell you a damaged phone!". In other words, it has to be me, because "it CAN'T be us!" In other words, I'm a LIAR! (Would you not be offended?) I finally caught up with a manager who said he would take care of it, at "NO COST" to me. He lied! It cost me $99 to have a replacement SHIPPED instead of the store handling it themselves. Two and 1/2 weeks later, I have no replacement (that I paid to have shipped). I am sitting in the Xfinity store as I submit this. Said manager has walked by me TWICE, as if I'm invisible. I'VE HAD IT!!! I don't even want this same phone. Screen will probably crack on new one too!!!
Business response
10/04/2021
October 4, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:****** ******
*** ***** ******
Vero Beach, FL *****

Case Number:********
Date of Notice:September 15, 2021

Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity Mobile service.

On September 17, 2021, I spoke with *** ****** regarding a new purchase and the damaged device concerns. On August 27, 2021, *** ****** went to the Xfinity store and purchased a ******** **** * stylus 5G, device id ending ****. Within 24 hours, *** ****** noticed a crack on the front screen and returned to the Xfinity store for assistance. On August 30, 2021, the Xfinity Mobile Protection Plan was added to the device. On August 30, 2021, the Xfinity store manager applied a courtesy credit to the billing cycle ending October 19, 2021 for the partial cost of the deductible.

On September 1, 2021, *** ****** placed claim #******** with Assurant for a replacement device. The customer can track the status of his claim at https://fastclaim.com/xfinitymobile.

On September 21, 2021, I applied an additional courtesy credit to the billing cycle ending October 19, 2021. The total credits *** ****** received exceeded the deductible amount for his claim. 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 *******.

Regards,

Kimberly F.
Xfinity Mobile Regulatory Specialist

Customer response
10/06/2021
[To assist us in bringing Complaint: ********

I am rejecting this response because:

The issue is NOT resolved company! The company issuing the refund has not issued it. They sent an email requesting the phone be returned FIRST (potentially leaving me without a phone, but the broken phone has been pack & ready to go for a month). The email provided a link for the return label, but provided no label on the link. Calls to Assurant have been fruitless. STILL no refund!
Regards,

** ******
Business response
10/27/2021
October 27, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:       ** ******
            *** ***** ******
            Vero Beach, FL *****

              Case Number:                    ********-Rebuttal
            Date of Notice:             October 18, 2021

Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity Mobile service.

On October 25, 2021, I spoke with *** ****** and confirmed he is currently subscribed to Xfinity Mobile services. On September 1, 2021, *** ****** placed an Assurant insurance claim for a cracked screen on the ******** **** * stylus, device id ending ****. The Assurant claim ******** is still pending the return of the ******** **** * stylus. *** ****** received an email without the return shipping label.

On October 27, 2021, we contacted ******** and requested a second return shipping label for the ******** **** * stylus, device id ending **** to the confirmed email on file. The second label will be received within 24 hours. Once the returned device is received in the ******** warehouse, the reimbursement check will be processed minus the deductible and sent to the above service address.

On October 27, 2021, we discussed the remaining device payment plan balance, and the reimbursement check can be used to pay off the ******** **** * stylus, device id ending ****. The monthly device payment plan will draft until paid in full. 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,

Kimberly F.
Executive Customer Relations
Initial Complaint
09/14/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My Internet was dropping at my house where I run a business. It finally came back on (after I unplugged and replugged in my modern numerous times) but now every speed test is showing incredibly slow Internet (11.99 mbps download average). I am paying for up to 50 mbps which I had been getting since April (screen shots of Speedtests on April 29, 2021 show 60.47 mbps and on June 16, 2021 59.58 mbps). When I called to get this resolved Xfinity told me it's my modem (it is brand new and an Xfinity employee looked at it a few months ago and said it is a great modem and not an issue). Then Xfinity told me they would make me pay for a technician to come to my house to fix this issue. I said I would not pay for a service I am already paying for that is not working. They then said they would only make me pay 1/2 of the cost. Still ridiculous! I told the representative that they could either come and fix this issue at no cost or I would contact BBB. The rep. said they could not help.
Business response
09/24/2021
September 24, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:       **** *********
            **** **** ****** *****
            Richfield, MN *****

              Case Number:                    ********
            Date of Notice:             September 15, 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 June 12, 2021, a service visit was scheduled, and a service technician visited *** *********’s location and corrected the service issue by replacing a bad overhead drop. On September 20, 2021, I spoke with *** ********* and confirmed services were working normally.

For future reference, chargeable service visits may include a service call whereby we provide in-home customer information, and there are no repairs to be done, and repairs, replacements or reconfiguration of the wiring within a customer’s home or where the equipment that the customer owns, and is not Xfinity equipment is the cause of the issue, such as a TV, VCR or problem with a customer owned modem or Ethernet device. However, there will be no charges assessed if customer education was paired with a non-chargeable resolution, degraded services and all repeat service visits will be free to the customer regardless of the reason. Additionally, a repeat service visit that is within 30 days of a completed service visit or changes of service will also not be charged.

Additionally, while on the call on September 20, 2021, *** ********* subscribed for a new 12-month agreement for the Performance Select Internet package at a promotional monthly rate, which also included a further monthly discount for the auto payment and eco billing feature. Services included: Performance Select Internet and the package was effective September 20, 2021 and will expire September 24, 2021, at which time retail rates will apply. Equipment taxes and fees were not included in the package price. 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,

Kyle T.
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,

**** *********
Initial Complaint
09/13/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Tree trimming: There is a tree that originates in my yard but is interfering with cables in a neighbor's yard.I called Comcast weeks ago and was told that Comcast would call me back and covers trimming as part of my plan.I've received no response whatsoever and no record of incoming calls from Comcast.
Business response
09/20/2021
September 20, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:       ****** ******
            *** **** ******** ******
            Ferndale, MI *****

            Case Number:              ********
            Date of Notice:             September 14, 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 15, 2021, I spoke to *** ********* regarding a request to complete tree trimming. *** ******* confirmed that there are no low hanging lines, and customer education was provided that Comcast does not offer tree trimming services on private property. 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,

******* *
Executive Customer Relations
Customer response
09/20/2021
[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:
While I appreciate Comcast telling me they didn't cover trees trimming this contradicts what I was told by Comcast initially. Furthermore, Comcast threaded the cables through a tree to begin with....not sure what Comcast intends to do, if anything, when my service goes? Lastly, it's disappointing that I had to go through BBB to get a follow up from Comcast. The executive customer care at Comcast was, however, professional and prompt.
Regards,

********** *********
Initial Complaint
09/09/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I own a rental property at *** ***** **** ******, Annville, PA *****. My tenant who lives at that address informed me that they had a Comcast technician come to their home for some type of service. I discovered that the basement door lock to that apartment building had been pried off to gain access. When I asked the tenant about it, they said they knew nothing about it. However, when I went into the basement, I did find a step-ladder that had the "Comcast" name on it. I asked the tenant if the technician broke into the basement to provide their service. They again said they did not know. I filed a police report about this but have been trying to contact Comcast to see if I can speak with the technician about what he knows regarding this incident. Did he break in? Did the tenant break in? Was the lock already broken when he arrived?...etc. However, Comcast has not been cooperative in helping me with this issue. They just told me to go through the police
Business response
09/16/2021
September 16, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re: ***** *******
*** ********* *****
Downingtown, PA *****

Case Number: ********
Date of Notice: September 10, 2021

Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity service.

We initiated an investigation into his claim. Subsequent to our investigation, it was determined that no damages were caused by Comcast. On September 15, 2021, Technical Operations supervisor Dave D. spoke with *** ******* to advise him of the above aforementioned information and offered to reimburse *** ******* for the lock as a courtesy, but this was declined. 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,

Matthew F.
Executive Customer Relations
Customer response
09/20/2021
[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
09/08/2021
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am not a current customer with Xfinity but I have a cable from their company going from the telephone pole to my house. The cable has come detached from the house and it hanging low. I don’t know if it is dangerous to touch so i reached out to Xfinity to remove the cable. I called on August 21. The agent opened a service ticket for me and said a service tech will contact me by August 24. I never heard anything. I called back on August 31. I gave that agent the ticket number and he said the ticket was closed but there was never a resolution. He opened another service ticket for me and said I would hear from someone on September 2. I never heard anything. I went to the Xfinity store today, September 8. The store is located in Wheat Ridge, Colorado. The the woman there said she can’t schedule a service appointment without an account number. In the end all she could do is open another service ticket. My issue is one of safety. I need a service tech to remove the cable.
Business response
09/14/2021
September 14, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:***** *********
***** **** **** ******
Arvada, CO *****
Case Number:********
Date of Notice: September 9, 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 10, 2021, our maintenance team visited the location and removed the line in question. On September 10, 2021, I spoke with *** ********* and confirmed the line has been removed. 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,

Cheri S.
Executive Customer Relations
Customer response
09/18/2021
[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
09/05/2021
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My cable Internet contract with Xfinity was due to expire in September. In July, I received mail from Xfinity asking me to call into their call center at **************. I did as they asked, and on July 20 the rep whom I talked to offered a $35 per month package (1 year contract) for 100 Mbps. Since I was currently on a $45 for 75 Mbps plan, this was a great deal, so I asked him to sign me up. He asked me to call back in September when my current contract was closer to expiration. On September 1, I called back, and was told the promotion was no longer available. I was then told that my current plan should continue to run at the current price ($45 for 75Mbps) until December, and then I could check back for future promotions. I was obviously frustrated, but what could I do. Then, 3 days later, I was sent a bill for $72. I called them, and they reset my plan to a $50 for 50 Mbps. So I literally got lied to twice, and my deal went from $35 to $45 to $50 with slower speed.
Business response
09/15/2021
September 7, 2021
***************************
*******************************
**************************************
Re:       *********************            ***** ********** *** *****            *******************                Case Number:                      ********            Date of Notice:             September 6, 2021
Dear Sir/Madam:
  On September 7, 2021, I spoke with ************ regarding a billing concern. Our records indicate that the current September 6, 2021 12-month Performance Plus promotion ended on September 6, 2021, and on September 7, 2021 standard retail rates would become effective. On September 4, 2021, ************ accepted package Starter Plus package at the standard retail rate of $50.00, effective September 5, 2021. On September 7, 2021, I spoke with ************ regarding a billing concern. During our conversation, ************ accepted a new 12-month Performance Select promotion, effective on September 7, 2021 and will end on September 7, 2022. ************ will receive a discount for 12-months effective September 7,2021 and ending September 7, 2022, for Auto Pay and Ecobill. Should either of these services be unenrolled during the timeframe, the discount will be removed. We apologized for any inconvenience and overall experience 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 Relations
Customer response
09/15/2021
[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
08/30/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Several attempts have been made to contact Xfinity customer service department regarding excess billing for equipment I do not have that has resulted unsuccessful.I tried to contact a supervisor on several occasions with no success. I was told twice that a lead or supervisor would contact me and with no call back.My account was being charged $13.00 to $14.00 every month since August of 2019 for unreturned equipment. I do not have this equipment and when my modem was upgraded any old equipment was taken with the installer. I have stated that several time and was told I would be issued a courtesy credit for only 90 days which would equal $42.00. I have paid Xfinity $319.00 extra since August of 2019 for equipment I DO NOT HAVE that are for Services that I did not utilize. Since I could not get any resolution, I regrettable with not be continuing to use the Xfinity service and request the balance due on the account as of now $271.94 be applied to the credit of $319.00 that should
Business response
09/09/2021
September9, 2021

BBB of Metro Washington DC& Eastern ************
*********************************************************************************************

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

Case Number: ********
            Date of Notice:             August 31, 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 3, 2021, I spoke with ******************* regarding a billing concern. After further investigation of the concern our records indicate, the xFi Complete package was added towards the account on August 19, 2019. Due to failure in removing the proper service code once adding the xFi Complete,******************** was double billed for the internet modem in the home. I confirmed the modem was removed on June 22, 2021, however the billing for the modem was never credited. On August 31, 2021, a credit was applied towards the account to compensate for the billing error. The credit will reflect on the billing statement of September 19, 2021.

Please be advised the billing on this account was accurate at that time. 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 Relations

Customer response
09/09/2021
[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
08/29/2021
Complaint Type:
Customer Service Issues
Status:
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.
I am being charged for services not requested nor wanted. A service that was asked for won't work. They have no direct connections available to talk about this. No email no chat no phone that answers. They know they are a monopoly that unlike in the past with different companies that the government got involved. It doesn't happen to them. I cannot be thier only customer that gets screwed by them. Just like my last complaint about ******. Which isn't resolved yet. No service that is being paid for.
Business response
09/08/2021
September 8, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:    ****** *******
         ***** ****** ****** ******** **
         Fishers, IN *****

         Case Number:********
         Date of Notice: August 30, 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 my attempts were unsuccessful, a review was completed on the account. Our records indicate a Comcast technician is needed in order to address any reported service-related issues at the home.

Additionally, our records indicate on April 15, 2019, the account was enrolled into a 24-month agreement for the Preferred Video, Xfinity Voice and ***** Internet services. The contract discount is effective from April 15, 2019, through May 4, 2021. The package does not include additional services, equipment or applicable taxes and fees.

The additional services on the account include a 4 Premium channel package (***, *******, ********, ***), *****, More Sports and Entertainment package, DVR Service, three TV Boxes with remotes and *******.

In order to address any additional questions or concerns regarding 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 *************, Extension ********.

Sincerely,

********* *
Executive Customer Relations
Customer response
09/08/2021
[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: the problem is still not fixed. Calling doesn't help because know answer the phone.
Regards,

****** *******

Regects. Problem is not fixed. I emailed the same person at comcast. Because they don't have a email contact.
I regect this, as problem is not fixed. I responded to the email. Nothing has been done. They are pulling up old contracts. If I have to go to the thier store, I apologize upfront because it will be all I can do to stay calm.

****** *******, ****
Business response
09/16/2021
September 16, 2021

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re: ****** *******
***** ****** ****** ******** **
Fishers, IN *****

Case Number:******** - Rebuttal
Date of Notice: September 8, 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.

On September 9, 2021, I spoke with *** ****** regarding a billing explanation. Our records indicate *** ****** was previously enrolled in a 24-month contractual agreement for Preferred TV, Blast! Internet, and Voice services effective from April 15, 2019 through April 15, 2021. The package included a contract discount effective from April 15, 2019 through May 4, 2021 and a multi-product discount. Equipment, taxes, and fees were not included in the package price.

The Broadcast TV Fee and Regional Sports Network Fee are itemized charges that appear on customers bills. The charges are not government-mandated and will increase from time to time. They are based on our costs of providing the local broadcast stations and regional sports networks that we carry on our cable systems in each area. These costs include the fees that broadcast stations and regional sports networks charge us to carry them on our cable systems, fees that represent the two fastest growing components of our programming costs. The Broadcast TV Fee and Regional Sports Network Fee are not included as a part of pricing under a promotion or minimum-term agreement and can increase during a promotion or minimum-term. Because *** ******'s Xfinity TV Service includes local broadcast and regional sports programming, he is charged the Broadcast TV Fee and Regional Sports Network Fee.

Customers received advance notice before the Broadcast TV  Fee and Regional Sports Network Fee were first introduced, and they receive advance notice before increases of these fees take effect. In addition, Comcast discloses the Broadcast TV  Fee and Regional Sports Network Fee at several points throughout the customer experience, including in its advertising, during a customers ordering process, on a customer’s bill, and through customer support and education on Comcast’s website. When a customer adds a new service and before Comcast seeks the customer’s approval at the final point of sale, the customer is informed of the Broadcast TV Fee and Regional Sports Network Fee.

The Franchise Fee is a fee Comcast pays to exercise the rights granted to it under a franchising agreement that defines the terms and conditions under which Comcast as a cable operator may operate its cable system within a specified FCC community area. Franchise fees are set by local government or state law and Comcast remits the franchise fees it collects to the local government.

The Public, Educational, and Governmental (PEG) Fee supports the community access cable channels and the cost associated with access to TV productions. The PEG Fee is based on a percentage of the customers Xfinity TV cable service bill. Comcast collects this fee and remits it to the city or town.

On September 10, 2021, I followed up with *** ******* to further discuss his concerns. *** ******* advised he wished to remove Voice  from his account, which was completed same day. Customer approval for the removal of the telephone service was captured via the Interactive Voice Response (IVR) system. *** ******* was enrolled in a 24-month contractual agreement for Preferred TV and Blast! Internet, effective from September 10, 2021 September 10, 2023. The package includes a contract discount effective from September 10, 2021 through October 4, 2023 and a multi-product discount. *** ******* can receive an additional discount with enrollment in both paperless billing and automatic payments.

The account receives promotions for DVR service and a TV Box at no additional charge, effective from September 10, 2021 through October 4, 2023. Equipment, taxes, and fees are not included in the package price. I verified *** ******* is being billed properly for the currently subscribed services. At the end of all promotions, standard retail rates will apply. On September 10, 2021, I applied a one-time courtesy credit to *** *******'s account to compensate for six months of Xfinity Voice services. The change of service generated prorated credits to the account on September 10, 2021 and September 11, 2021. The credits will reflect on the billing statement dated October 1, 2021.

I confirmed *** ******* was not experiencing any service interruptions. I confirmed all our equipment is within necessary signal level specifications. *** ******'s concerns were regarding his ability to utilize the functions on his customer-owned smart television. *** ******* requested assistance with linking the *** *** application on his television and TV Box. On September 9, 2021, I e-mailed *** ******* instructions on how to link the application. On September 12, 2021, a technician completed a service visit with notes of no access. I attempted to follow up with *** ******* via telephone and e-mail, without success. If *** ******* requires assistance with his services, an in-home service visit is necessary to further investigate. *** ******* was provided my direct contact number and e-mail address should he 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 ************* Extension ********.

Sincerely,

******** *
Executive Customer Relations

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