Comcast Customer Service Issues

My internet router inadvertently connected with a neighbor's device via UPnP, displaying the DPC3939 model. An Ethernet link with an Intel chip was established. Additionally, a Kyocera Hydro Reach server at 10.0.0.1 was detected. I noticed parental controls activated on my phones connected to my UK ISP. There were frequent IP address changes, along with recurring Xfinity error notifications linked to my account. Moreover, multiple previously utilized IP addresses were concurrently or sequentially reused.

My name is Paul Kirby, residing at 28 Lee Street. I am reaching out on behalf of my 93-year-old neighbor, who lives alone. Due to a storm yesterday, both her telephone and TV services are down. A large branch from her tree fell, cutting off both services and affecting my tree as well. While my service is restored, hers is still out, causing her distress. I have been attempting to contact the service provider all morning to no avail. The wires are tangled in the fallen branch, making it unsafe. Despite numerous attempts, including requesting a call back, we have had no luck getting assistance. Please send someone to help my neighbor, M.C. at 32 Lee Street, Hanover, PA [redacted]. Thank you for your prompt attention to this matter.

I am experiencing issues receiving balance alerts from my bank sent to my Comcast email. The bank has confirmed that the emails were successfully sent but seem to be not reaching my Comcast inbox. I have checked my spam folder and found no trace of these emails. It is strange because I receive other emails from the same bank using the same email address. I am only missing the low balance alerts. Comcast has advised me to contact them to resolve this issue. I have a log of the emails from the bank and can provide it for further investigation. I kindly request Comcast to look into this matter, identify why these specific emails are not coming through, and make the necessary adjustments to ensure their delivery to my inbox. Thank you for your assistance.

I am handling the estate of J.P. Botluk. Recently, a bill from Xfinity with account number [redacted] 40 [redacted] was forwarded to me. When attempting to contact customer service, the automated system did not recognize the account number, hindering my ability to speak with a representative. Online chat also proved unhelpful as there was no response. Mr. Botluk passed away on March 14. I want to ensure the account is closed permanently, services are discontinued, and will not be restarted upon payment of the bill. Additionally, improvements to the customer service system are needed to allow individuals to reach representatives efficiently, without being caught in a loop of unhelpful automated responses. Dealing with the loss of a loved one is challenging enough without facing obstacles in resolving these matters.

Hello, my name is Charlotte Miller, and my address is [redacted] Margate Court, Apt. [redacted], Manassas, VA [redacted]. I am reaching out as a long-time customer of over 15 years with various services like cable, Wi-Fi, home phone, and Xfinity Mobile. Unfortunately, I am extremely disappointed with the handling of my Xfinity Mobile account and the way I've been treated. I have faced issues with promised promotions, leading to my family being without cell phone service for over two months, resorting to using prepaid phones. It's frustrating to repeat my situation to different representatives without a resolution. As a loyal customer, I expect better treatment. I request a manager's prompt assistance, and they can reach me at home at [redacted].

Dear Comcast, I recently discovered that I was charged for 27 months after cancelling my service on April 11, [redacted]. Upon noticing unauthorized charges, I contacted AMEX, who promptly refunded 24 months. Following their advice, I reached out to Comcast to address the remaining charges. During a call on July 24, I was informed that I needed to pay for the past two months despite the service being cancelled long ago. After being transferred to the accounting department and waiting for 15 minutes with no assistance, I decided to end the call. I kindly request your assistance in resolving this matter. Thank you for your attention to this issue. Sincerely, Shiquan Peng

Dear Comcast, I recently discovered that charges were still being applied to my account for 27 months after I cancelled the service on April 11, [redacted]. After alerting AMEX about these fraudulent charges a month ago, they refunded me for ** months. Following AMEX's advice, I contacted Comcast on the same day. The Comcast customer support acknowledged the mistake and assured me they would resolve the issue by contacting AMEX and me later. However, when I spoke to Comcast on July **, I was informed that I needed to pay for the past two months of bills unnecessarily in order to disconnect an account that was cancelled ** months ago. Despite being transferred to the accounting department, I waited on hold for approximately ** minutes without any resolution. I would appreciate assistance in resolving this matter promptly. Thank you for your attention to this issue. Regards, Shiquan Peng

As a breast cancer patient with stage III breast cancer, I have been facing difficulties with Xfinity and their professionalism. Having my cable cut off due to issues with my bills while I am dealing with this health condition has been frustrating. Losing my job due to cancer has made matters worse, and I find it unjust that my service has been disrupted. Despite having a bill to settle, I am currently under medical care and unable to work. The customer service experience, including being put on hold and disconnected, has only added to my stress. I am willing to provide documentation of my medical situation and cancer diagnosis if needed. I am reaching out for assistance in this challenging time, hoping for understanding from a company as large as Xfinity. If the necessary support is not provided, I may have to escalate this matter to the FCC. Your help in resolving this issue would be greatly appreciated.

I recently moved and have been trying to transfer my service to my new location. I initially spoke with Mya last Monday to set everything up, but there was a discrepancy in the price quoted. After several calls and promises for callbacks, I have not received a resolution. Each time I call, I end up having to explain the situation from the beginning to a new representative like Danielle. The lack of follow-up and communication has been very frustrating. Despite being told different things by different people, the issue remains unresolved. I was given the option to sign for the higher amount and still receive the lower price promised by Mya. However, when I requested to speak to a supervisor, Kevin was unhelpful and did not follow through on his promises to investigate and call me back. The repeated failures in communication and problem-solving have led me to consider escalating this matter to the FCC and BBB. I hope to get this issue resolved promptly.

The issue with your NAT Type is causing connection problems for Xbox Live. The reason your basic settings show an "Open" NAT type is that some ports are properly configured while others are not. It's likely that recent updates from your ISP might have closed off the necessary ports for Xbox Live. Ports are virtual pipelines enabling devices to communicate online. Configuring ports, through port forwarding, can enhance your gaming experience by making your console more accessible for online play. If you see the error "Your network is behind a cone NAT," it means the required Xbox Live ports are not set up correctly. Contact your ISP and ask them to configure the necessary ports listed below to resolve this issue: Port 88 (UDP), Port [redacted] (UDP and TCP), Port 53 (UDP and TCP), Port 80 (TCP), Port [redacted] (UDP), Port [redacted] (UDP), and Port [redacted] (UDP). Once these ports are open, your Xbox Live connection should improve.

The cable wires hanging low across our driveway, specifically the main line, have been an ongoing issue since March [redacted] when a tree damaged them. Even after a visit where the worker couldn't raise the wires due to regulations, the problem persists. In June [redacted], another tree caused more damage, leaving the wires even lower, obstructing the driveway. It's crucial to have a minimum of thirteen feet clearance for our camper to enter and exit. Despite the challenges in reaching customer service, a technician is scheduled to evaluate the situation. While past experiences with Comcast have been positive in resolving cable and billing concerns, the issue of the low-hanging wires has yet to be resolved.

There is a recurring xfinity truck, number [redacted], with license plate CYZ [redacted], parked in front of my yard located in the [redacted] block of Dennis St. in Houston, Texas. This truck is often left there for 4 to 5 days causing inconvenience as it obstructs my driveway. I intend to report this to the City of Houston parking authorities, Harris County Constables Office, and the City Commissioner for necessary action at your expense. Commercial vehicles must not be left in residential areas, especially if they pose a hazard. If the truck is not relocated within 24 hours, I will escalate the matter further. I plan to place a phone call tomorrow morning (8/1/19) to ensure my complaint is addressed.

Following a vacation, we reached out to reinstate our previous service but were unknowingly convinced by the agent to switch to a new contract with a two-year cancellation fee. Upset by this, we promptly canceled and returned all the equipment. We kindly request our old service to be restored with the same features and add-ons we previously had, without the new customer cancellation clause. We have been loyal customers with a good payment history and high credit score. We particularly miss our former X1 box. Our service address was [redacted] Lakeside Dr., Brighton, Michigan. Please contact Marlene or Dennis Grant at [redacted]. Email: [redacted] and [redacted] Thank you, Dennis and Marlene Grant.

The computer I use at home in Tucson for business frequently loses its connection to the server in Englewood, Colorado. I utilize Sonicwall Net Extender to facilitate this communication. Despite Comcast working on the issue about two weeks ago, it still disconnects multiple times a day. According to the Epicor IT personnel, the problem lies with Comcast. It's frustrating having to reconnect so often to continue working with the Englewood store. Any assistance would be greatly appreciated. Thank you, Mark.

Last week, Xfinity was installing new cables in my neighborhood, completing many streets. Despite this progress, our street, Wood Stream Court, Langhorne PA [redacted], still has PECO flags on our lawns, along with leftover cables, trash receptacles, and machinery. It seems like the project may be on hold as there hasn't been any activity the past week. Can we assume our street doesn't require the new cables? Is it safe to remove the PECO flags and cables from our properties? The clutter is detracting from the neighborhood's appearance.

Comcast was supposed to visit three townhome units located at [redacted], [redacted], and [redacted] Aberdeen Street NE in Blaine, MN, [redacted] (Carrara Estates) on Saturday, August 10th to disconnect two junction boxes on the east side of each building, totaling six junction boxes. Tomorrow, Monday, August 12th, construction is set to begin to replace the siding on the buildings. As the junction boxes are locked, Comcast needs to unlock and disconnect them before the siding removal can start. They will also need to return to reconnect the units after the construction is done. Despite being informed on August 8th that the service was scheduled for the 10th, upon inspection on Sunday, the 11th, I noticed that the junction boxes had not been attended to. Thank you, Kevin McNamara

Hi, I had trouble using my HBO through xfinity last night when Adobe Flash blocked my access. Despite paying over $[redacted] monthly, I can't enjoy HBO, STARZ, and Showtime due to Adobe Flash's interference. I've used this program before and it caused Internet issues requiring two Comcast technicians to visit. The Comcast router, which was part of my package, was taken by one technician and not returned, leading me to blame it for the Internet problems until realizing it was due to Adobe Flash. Microsoft 10 advises against using Adobe Flash. I kindly request that my computer be unblocked so I can access these programs without being pressured to install Adobe Flash. Thank you for your assistance. Best, CJ

To Whom It May Concern, I believe there has been a significant billing error by Comcast that I urgently need to be rectified. Despite paying my bills through autopay, I was shocked to receive notification from Credit Karma that my account had been sent to a collections agency. Several months ago, my wallet was stolen, prompting me to get a new debit card. Unbeknownst to me, my Comcast payments were linked to the stolen card rather than my usual checking and routing numbers. As a result, my internet service was abruptly disconnected without any warning or opportunity to address the issue. Upon reaching out via the live chat feature, I was assured that a new account would be created using the same phone number, email, and address details, with the old one being phased out. Subsequently, I even opted for the Xfinity Stream feature in addition to my existing internet service and set up the new account for autopay convenience. Following another card transition, a payment was missed, leading to a lapse in autopay. After contacting Comcast through live chat and settling the overdue balance, I was assured that my account remained active, with no impending service disruptions, and that the next autopay cycle was scheduled for August 28th. Given the information provided that my account is up to date, it appears that an oversight occurred during the deactivation of my old account as previously promised by your representative. This administrative fault may have inadvertently resulted in a derogatory mark on my credit file. Notably, I received no communication via calls or voicemails regarding overdue balances or impending collections actions. I am deeply disgruntled by this oversight and am prepared to terminate my service, as well as inform my extensive network of contacts (including numerous business and media connections from my marketing endeavors) about the disappointing handling of billing matters that has adversely impacted my credit score, unless prompt corrective measures are taken. I implore you to address the collection account and eliminate the derogatory credit notation. Rest assured, if this issue is not resolved satisfactorily, I will not hesitate to share my negative experience widely. While I have formerly been a satisfied customer, this recent incident is unacceptable. I urge you to address this matter expediently before I pursue further action. Sincerely, Katherine D.

We currently have Xfinity internet, phone, and cable TV services. Our current contract is up for renewal, and we have noticed a considerable increase in our monthly bill. We have seen promotional prices for new customers that are significantly lower than what we are currently paying. We would like to negotiate our monthly bill back down from $[redacted].83 to around $[redacted] without making changes to our existing services. Is there a way to do this? Thank you.

I am frustrated with the ongoing issue I have encountered after signing up for a triple play service last year. Despite the promise of a gift card within a few months, I have followed up repeatedly for about 5 months only to discover that the promotion was not on record. Customer service has told me multiple times that I will not receive the gift card. Feeling deceived and considering canceling the service, I recently spoke with management who offered a $[redacted] bill credit, which I still find unsatisfactory. The sales rep misled us with false promises, stating we would receive a $[redacted] gift card during the sign-up, which has not been honored. My details are as follows: Dawn Anderson, 70 16th St, Toms River, NJ [redacted]. Thank you.