Comcast Customer Service Issues

Subject: Assistance Needed to Retrieve Missing Xfinity Emails Hello, I recently had a 2-hour call on Wednesday, Oct 9th, to resolve an issue with my Xfinity email inbox. The representative, "Bell", was unable to resolve the problem of missing emails from my account despite her efforts. She mentioned she would call back but hasn't yet. The problem dates back to Wednesday, Oct 2nd, when I deleted around [redacted] emails, leaving approximately [redacted] important emails dating back to before [redacted]. These emails are nowhere to be found in my inbox, spam, trash, or any folders. I do not use any email programs, just Chrome browser and my iPhone "Connect" app to view emails. I would appreciate any help in retrieving these missing emails and getting a response from Comcast/Xfinity. I prefer resolving this matter without external assistance if possible. Thank you for your help. Best, Tony S. [redacted] [redacted]

I'm experiencing an issue with my preferred basic TV package on my bundled plan. Last night, I encountered a message indicating I needed to subscribe to access a particular channel, which should already be included in my package. I find it concerning that this change occurred without any prior warning or explanation, especially when my contract is valid until March. This incident makes me reconsider my loyalty as a customer. Throughout my subscription history, every service provider I've had always included TCM in even the most basic bundles. To add to the confusion, my account still lists this channel as part of my package.

On 9/16/19, a Comcast technician installed my internet service. Since then, I have never experienced reliable download speeds. Despite paying for high-speed internet, the connection is consistently below 1 Mbps as per Google's speed test, while Xfinity's own test always shows over 15 Mbps, creating doubts. To troubleshoot, I have checked and replaced all equipment and cables, yet the issue persists. Contacting Comcast multiple times via phone and chat has been frustrating and unhelpful, with the support interaction feeling like a time-consuming task. Unless Xfinity can provide a satisfactory solution by the weekend, I have another service provider scheduled for Monday to set up an alternative service. - Julie

In June [redacted], I entered a contract with Comcast for Phone, Internet, and TV at a discounted rate I believed would last two years. However, in June [redacted], Comcast raised my fees significantly. When I contacted them in June [redacted], I was told I had to pay an extra $12 per month for Turner Classic Movies (TCM). Today, I was charged an additional $9 for TCM, totaling a $21 monthly increase for a previously free service. In [redacted], I didn't want STARS, but when I tried to remove it in June [redacted], I was told I had to pay $12 more for TCM. Now, a representative claimed I had been receiving TCM for free until today, contradicting previous interactions. I'm frustrated by the conflicting information given. I believe compensation is due for the months I paid for TCM unnecessarily.

I have been a loyal Comcast customer for almost 30 years since it was Gill Cable in San Jose, CA. I have generally been satisfied with their service and offerings. However, recently I encountered an issue with the TCM channel being unexpectedly unavailable despite paying for a premium package. Upon contacting customer service, I was informed that TCM is now part of a separate sports and entertainment package, requiring an additional purchase. I did not receive any prior notice of this change and feel that I should be refunded for the days I did not have access to TCM, as I had already paid for it until the end of the month. I do not wish to subscribe to a sports package just to access TCM and would rather cancel my service if this is the only option. I intend to discuss this situation with other TCM fans I know. Thank you. Sincerely, Joan Morgan

I need someone to contact me regarding one of your employees who was driving aggressively near Tillery Street. This driver was tailgating my elderly father, who had to hit the brakes and signal for him to back off, but he persisted. The vehicle's number appears to be N[redacted]7. Please call me back as soon as possible. This behavior is highly unacceptable, and this driver should not be representing your company. The incident occurred near the Guatemala store on Dutch Central Pike between Skip and Central Park. This kind of conduct reflects poorly on your company, and it's concerning.

I am facing complications with the installation of new siding cutting my existing cable lines. Therefore, I require a service call to connect the new cable line at [redacted] Normandy Dr SE, Grand Rapids, MI [redacted]. ______________________ From: Edward Weske <[redacted]> Sent: Thursday, October 17, [redacted] 4:20 PM To: L.F. Williams Subject: RE: READY FOR EXTERNAL CABLE CONNECTION Dr. Williams, Thank you for contacting me regarding this issue. We are working with Regency Park to minimize the impact of the siding contractor's delays. There might be a delay with cutting the old lines behind your building next week. We are planning service calls to connect the new lines, but you can reach out to customer service to have your specific new line connected outside to move your inside connection yourself. You can call [redacted] or use the Xfinity My Account app to schedule a convenient time for customer service to contact you. There should be no charge for the work outside according to my tech department’s assurance, but if there is a service fee mentioned, accept it, and we will credit your account if charged. Thank you for choosing Xfinity. If you have any further questions, please do not hesitate to reach out. Thank you, Ed

In [redacted] and [redacted], I have experienced program interruptions with my XFINITY Box, where a message prompts me to reboot. The audio on certain channels like station 40, MSNBC, occasionally stops, requiring a reboot. I've also encountered wide lines on the screen that distort and block the video, affecting my viewing experience. These interruptions lead to missing important information during news broadcasts. I'm considering whether getting a new XFINITY Box or a new television would fix these issues. I hope that upgrading either of these devices would resolve the video blocking and audio problems I face, as constantly rebooting is quite frustrating. Thank you, J. Bennett

On August 10, [redacted], a Comcast representative visited my home without notice and infringed upon my privacy by discussing personal details with someone else at my house. I promptly contacted Comcast and was informed that my concern would be escalated to upper management for investigation. Despite not receiving any updates for a month, my subsequent calls were only met with an inquiry about overdue fees. When I tried to cancel, I faced resistance from both a regular representative and a supervisor after a 30-minute wait on the phone, being informed that nothing could be resolved until the outstanding balance was settled. This level of service is unacceptable. I intend to escalate this matter if necessary, as no one should endure embarrassment or humiliation in such situations.

I have a tech appointment for tomorrow, but I'm frustrated because the World Series begins tonight and I have no TV or internet. I believe for the amount I pay and being a loyal customer for 30+ years, waiting 2 days for a fix is unreasonable. I suddenly need a password for my internet, which I can't recover. I've never needed one before, which adds to my frustration. If the TV issue relates to the internet, I should be assisted in recovering the password. Trying to reboot the cable TV gives me an error message about connecting to the internet. Why can't I receive phone assistance to recover my login details?

Our cable box has stopped working in the living room. The TVs in the bedrooms are still functional, ruling out a general outage. I ensured all connections were secure before contacting support. The TV displays an error finding HDMI3, and the cable box shows a blue circle without the time. Although I attempted the usual fix of unplugging and counting to 30, now there's no display at all. Unfortunately, reaching a live representative over the phone is challenging due to the automated outage messages despite functioning TVs in other rooms. Desperately seeking assistance to resolve the issue and speak to a responsive human representative.

I have been a loyal Xfinity customer for a long time, but I feel mistreated by your company due to being overcharged for a service I did not receive. For the past 20 months, my monthly bill was $88.78, which included a broadcast TV fee despite me not having the broadcast TV set. Without this fee, my bill should have been $73.82 per month. I have already canceled the Comcast TV service in March [redacted], yet Xfinity continues to charge me incorrectly. I am seeking a refund of the $[redacted].20 that I have been overcharged. I expect your billing department to rectify this error and refund the overpaid amount back to my credit card promptly. If not resolved, I will have no choice but to pursue legal action. Thank you, Helen S.

I have been a loyal customer of Xfinity for an extended period. Unfortunately, I believe there has been an error in billing as I have been charged for a broadcast TV set that I have not used in the past 20 months. Despite canceling the TV service last March [redacted], my monthly bill has remained at $88.78, including the broadcast TV fee, when it should actually be $73.82. I am seeking a refund of the overcharged amount totaling $[redacted].20 for the 20 months. I will be reaching out to your billing department to rectify this issue, and if necessary, I am prepared to take legal action if the matter is not resolved promptly.

I have not received a response regarding ticket #[redacted]72. I have been living in my house since [redacted], and the underground gutter drain to the street has never functioned correctly. I recently had a contractor fix the underground piping on 10/24/[redacted]. Based on the attached photos, it appears the pipe was damaged when the underground coax cable was installed. I am requesting that Comcast contribute to the repair costs, which totaled $2,[redacted]. This amount covers scoping/marking of pipes, excavation, repairs, and refilling the hole. I have sent three pictures to Comcast via email. The photos show the direction of the pipe towards my neighbor's house and the street, with the distance from the hole to the street approximately 11ft. There is visible settling of the pipe from the break towards the street. I would be grateful for a callback.

We experienced a power outage for the second time in a few weeks, and when PG&E cut the power, our Comcast services also went down. Typically we can still access cable and phone with our generator, but this time it's not working. Without Comcast, our cell phones are unusable due to the remote location and reliance on WiFi. Our landline, which usually works during power outages, is also not functioning. Living 15 minutes from town with no access to [redacted] services poses a risk, especially with my husband's heart condition. We are seeking a credit for the initial three days of downtime as well as for the current outage. It's challenging to reach a customer service agent as the automated system doesn't provide that option.

I moved into my house in [redacted], and the underground gutter drain to the street has never functioned properly. I recently hired a contractor to repair the underground piping. After sharing pictures, they suggested that the pipe was damaged when the coax cable was installed underground. I am reaching out to Comcast to request assistance with part of the repair costs, which totaled $2,[redacted], covering scoping, evacuation, repair, and refilling the hole. The photos show the pipe's direction, with the left toward my neighbor's house, the right toward the street drain, and the distance from the hole to the street about 11ft. There is noticeable settling of the pipe post-break near the street. I kindly request a call back regarding this matter. My ticket number is [redacted]72, and I previously tried to contact Comcast through gethuman on 10/26, but received no response. Thank you. C.W.

The technician missed the Saturday appointment. The fee was waived by the Florida representative I spoke with on Thursday after spending over three hours troubleshooting with individuals who did not understand the risks. The Comcast connections were poorly placed with no signal. I suspect the external connection was not done. Additionally, I signed up for online billing at $20 monthly but I am being charged $30. It seems misleading. I prefer speaking with an English speaker. The Filipino representatives are hard to understand and are not helpful due to a sharp tone in their voice. It is challenging with my hearing issues. If the service is not set up today, I will cancel as it has been a frustrating experience so far.

Today, November 4, [redacted], I visited the local Comcast store in Oak Ridge, TN [redacted] to pay my bill in person. Normally, I mail my payments, but due to a recent family loss, I couldn’t get it in the mail on time. Unfortunately, during my visit, there was an issue with a customer using the self-serve kiosk, which resulted in all of us being asked to leave the store while they resolved the problem. Despite the inconvenience of waiting outside in 53° weather, it was necessary for them to address the issue. This experience left me frustrated, especially since my payment will now be late. I have decided not to return to this store due to the poor handling of the situation by the employees. Although I personally wouldn't resort to name-calling, I understand the frustration expressed by another customer during this incident.

I have two Xfinity/Comcast accounts, one in Tennessee and one in Florida, both under the same name and billing address at [redacted] Miami Ave., Nashville, Tn. [redacted]. I urge Xfinity/Comcast to update its software to include the customer's account number at the top of the first page of correspondence. Managing both accounts simultaneously is a challenge without the account numbers clearly displayed on each communication. Your attention to this matter is greatly appreciated. Thank you. Betty Blackwell Nashville #[redacted][redacted] Fort Myers #[redacted][redacted]

We have been experiencing a lack of TV service since last week in The Oaks of Woodland Park. Despite multiple attempts to reset the gateway and TV box, the issue persists. I am looking for a satisfactory resolution to this ongoing problem. Previous checks from your team have been made inside and outside my home, but the problem still persists. Considering the recurring issues with the full TV service, I am contemplating switching to a streaming service. Could someone please contact me at [redacted]? My address is [redacted] Cedarcrest Ct., Sarasota, FL [redacted]. Thank you, Richard S.