Xfinity Customer Service Issues

I am extremely frustrated with Xfinity. It has been a challenge to reach a live person for hours. The customer support number leads to a frustrating automated system. I am disappointed with the service provided, and I am seeking an alternative internet service provider in my area.

I recently changed my Comcast TV package and added 4 new cell lines to Xfinity, purchasing 4 new iPhones. Today, one of my cable boxes isn't working. Despite contacting customer service, the representative's solution was to pay an extra $10 per month. I explained that I'm currently paying over $[redacted] monthly and threatened to take my business elsewhere if the issue wasn't resolved. The representative insisted that even a supervisor would have the same response, asking for the additional $10. Considering the plethora of options in the market, other companies would appreciate my monthly investment.

I've made several attempts to speak with a representative without success. Back in March, I contacted customer service to settle a payment of $[redacted]. Despite providing all required details, I was not given a confirmation number, as the agent claimed they couldn't generate one. Regrettably, this oversight has resulted in additional fees on my account statement. Could I request an extension for payment until April 21, [redacted], amounting to $[redacted]? I am interested in retaining only the internet service, ideally with unlimited access.

A technician from Xfinity visited our neighbor's home to check their Internet, and without permission, he also came to our house and disconnected our service. He didn't inform us and disconnected our Internet, affecting our security cameras and alarm system. Prior to this, we didn't have any Internet problems, but now we are dealing with slower speeds.

I have two checks in the mail. One was sent on April 3rd from Liberty Bank, and the other was sent on April 5th for this month's bill, including a late charge. I usually use bill pay at my bank, and I consistently schedule delivery one week before the due date. Liberty Bank recently changed their system, and COMCAST did not accept the first check that was supposed to arrive on March 15th. None of these issues were caused by me, but I am struggling to reach a human at COMCAST to explain the situation. The automated system does not provide the assistance I need.

I recently received two phone calls from individuals claiming to be from Xfinity. The first call was from Tony Parry at [redacted], and the second was from a number in Joliet, IL at [redacted]. They offered to reduce my Xfinity bill to $79 per month for four months if I paid $[redacted] upfront. After this payment, I would supposedly receive bills for $79 per month for two years starting in July or August. Additionally, I would get a $[redacted] Visa gift card. To make the payment within [redacted] minutes, they instructed me to buy a $[redacted] Target gift card, call the billing department at [redacted], extension 1, and provide them with the promotional code XTV287D. They warned against telling the merchant anything other than buying the card for personal use to avoid a commission fee. This raised red flags for me, especially after a previous conversation with a poorly English-speaking representative named Sam at extension [redacted]. The whole situation feels like a scam. I wanted to share this experience and ask if others are aware of this scheme using Xfinity's name to defraud customers. Thank you.

Since last February, I have not received a bill in the mail. I made a payment arrangement with "Kari" in Billing, but I received a notice that the payment is overdue. I need assistance to resolve this issue. My account number is [redacted], my cell number is [redacted], and my email address is [redacted]. Thank you.

I am experiencing issues with my internet connection, which I rely on for both work and personal use. Unfortunately, my recent appointment with Xfinity was inexplicably canceled, causing me to miss work and wait around for a technician who was significantly delayed. I declined to wait until the evening for the rescheduled appointment and now have to schedule another one for next weekend. This prolonged loss of internet service has lasted for 10 days, and I am considering canceling my subscription as Xfinity's lack of concern is disappointing. It's frustrating to continue paying for a service that I am unable to use.

I have been paying my bills by check through regular mail. Recently, I have received an email notice stating that I am behind in payment. My last payment was made on March 11 for $[redacted].80. I have not yet received my April bill, as I usually receive it via mail. It is essential for me to receive the bill in the mail as I have always requested. This situation is causing me distress as a similar issue occurred several years ago. I kindly request a prompt resolution to this matter. I prefer discussing this with a customer service representative to ensure this is sorted out. I am committed to paying my bills on time as I have always done in the past. I strongly prefer not switching to online payments. As a loyal customer, I am 92 years old and would like to maintain paying my bills by check through the mail, as I have done for years.

I noticed an overcharge on my recent bill. After being informed by email that I would receive my standard $30 credit, I did not see it applied. Unfortunately, reaching a customer service representative has proven to be a challenge, leading to frustration and disappointment with the service provided. Contacting the customer service number has been unhelpful, and I am met with limited assistance and no resolution. I am simply requesting the correct credit that was promised to me. Your immediate attention to this matter would be greatly appreciated.

My 94-year-old mother-in-law (MIL) recently relocated from her Rossmoor condo in Walnut Creek to the nearby assisted living home, Casa Amore, at [redacted] Tice Valley Blvd. She currently uses a cordless extension phone connected to the main Comcast phone set at Casa Amore. There is a cable outlet near her bed where a Comcast modem could be plugged in to provide phone service to her room, allowing her to retain her existing phone number, [redacted], from her previous address on Ptarmigan Rd. Her phone service at Rossmoor will be automatically canceled once the new phone is set up at Casa Amore. Comcast will bill her separately for the phone line, with rates of $35/month for paperless billing and $45/month for a paper bill. The owner of Casa Amore will need to contact Comcast to order the service.

I have been waiting for a response to a service call regarding "Hazardous Conditions" since 4-27-23. I have reached out to customer service numerous times and have been told that someone would come out the same day or the next day at least four times. I have even requested to speak with a supervisor, and although I have spoken with them a couple of times, the issue with the loose outside cable wire across the street remains unresolved. At one point, I was even asked to hold for a supervisor for about 30 minutes before eventually hanging up. I am still waiting for assistance. - Charles B.

I am an existing customer located at [redacted] Charter Street, Apartment 15, Redwood City, California [redacted]. At 9:20 a.m., the cable service went out, and I am frustrated with the automated service as I can't reach a live agent. Please call me at [redacted]. My name is Lisa Montague, and the information I provide doesn't match what you have on file. I urge you to set up a direct phone line for customers to report issues like power outages that the automated service can't handle. I need to inform you that the cable service is out, even though your website indicates everything is fine in the Fair Oaks area, which is not the case. Your service needs upgrading for better customer experience. I am relieved that I am not paying for this service as I would have many complaints. Thank you. Sincerely, Lisa Montague.

I have been experiencing great difficulty every time I try to reach your customer service by phone. Due to these ongoing issues, I intend to visit the San Mateo office in person to resolve my concerns. The automated phone system has been challenging, and I fear it may impact your business in the long run. While I was able to speak to a live person two months ago, the limited availability of customer service leaves me puzzled. It is frustrating to see the 24/7 reference when the service is not accessible round the clock. The phone numbers do not seem user-friendly nor customer-oriented. I hope to see improvements in the future. Thank you.

I experienced Wi-Fi issues and contacted support multiple times. Eventually, I was advised to upgrade my speed to watch YouTube on my TV. Before proceeding, I specifically inquired if this change would impact my charges, and I was assured it wouldn't. However, my current bill now reflects a total of $[redacted], which is perplexing to me. I'm already paying nearly $[redacted] for three devices, and I have reservations about continuing with the new rate. As a single parent supporting two children, this unexpected increase is unmanageable for me. I kindly request that my bill be reverted to its previous amount as originally discussed.

Yesterday, your contractor was using digging equipment on my property, but there was an incident. The equipment overturned and caused a fire, leading to an oil spill on the ground. I spoke with the contractor's supervisor who assured me they would return to clean up by pressure washing. They also mentioned I should inform Comcast to ensure your company is aware. This happened at Heritage Walk, off Flat Trail in Union City, GA [redacted], and the fire department had to be called to extinguish the fire.

I recently picked up four new boxes for a new service on Monday. I encountered some trouble and called customer service. After a lengthy call with a representative, three of the boxes are now working. I requested a service person to come out and address the issue with the fourth box. The representative mentioned calling me back with the technician's appointment details but failed to do so. I would like to have a technician come out to set up the box, replace it if faulty, or collect all the equipment. - R. Nathan, 16 Nancy Ave, Peabody, MA

I recently discovered an unexpected charge on my account from Xfinity Essentials. Despite being an approved ACP member, I was surprised to see a $[redacted] fee for services I was never informed about. I did not receive any emails notifying me of these changes, which I would have promptly addressed if I had been aware. I want to clarify that I never agreed to any new services or payments, and I believe it is unfair to penalize me without proper notification or consent. It seems there was a mistake on Xfinity's end, and I hope to resolve this issue promptly.

I am looking for a new DVR that doesn’t glitch or skip constantly. Despite resetting the box and doing numerous system refreshes, the issues persist. I am seeking a replacement DVR to be sent to me promptly, or I may have to consider canceling my service. Navigating the automated system to request a device exchange is challenging, and reaching a live person appears to be unattainable. The quality of customer service has noticeably declined, and I am contemplating switching to Hulu or DirectTV due to these ongoing problems.

My cable box is experiencing issues. Upon turning it on in the morning, I receive a message that says "Welcome to the xfinity platform, Powering up. This may take a few minutes." For the past three mornings, I have had to unplug and reboot the cable box for it to work properly for the rest of the day. Today, I had to reboot it twice before getting a signal. I tried troubleshooting on my mobile device as recommended, but it did not resolve the issue or connect me to an agent as indicated. I suspect there may be an issue with the cable box itself. I would appreciate a replacement if necessary. I hope to receive a prompt response on how to proceed. Thank you.