Comcast Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about Comcast customer service, archive #3. It includes a selection of 20 issue(s) reported June 8, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
On May 29, [redacted], I mailed a Priority letter to Brian Roberts, CEO of Comcast, containing an idea and a logo I created. Despite being delivered to Comcast headquarters on Wednesday, May 30, [redacted], the letter remains unacknowledged. I am disappointed by the lack of response, as I value communication in business interactions. Having engaged with other CEOs who have shown courtesy in responding, I am disheartened by Comcast's silence. My personal connections in the private equity sector uphold ethical values of integrity, respect, and transparency - qualities that seem lacking in this instance. Should Mr. Roberts choose to disregard my letter, I urge him to reflect on these essential principles for business conduct.
Reported by GetHuman-jrschult on Friday, June 8, 2018 5:18 PM
I want to address unauthorized deductions from my bank account for a service I didn't request. Approximately a year ago, I signed up for internet service at a rate of $51.76 a month, with assurances from your service representatives that my bill would not exceed the payment made on April 11, [redacted]. To my surprise, I discovered deductions of $97.41 and $76.67 from my bank account on 5/11 and 6/11, respectively, for Comcast TV services that I never authorized. I also received text messages thanking me for choosing Xfinity TV, which I did not request as I am already subscribed to another cable TV provider. I contacted service representative 96T, who provided the name "Ryan", at [redacted], and insisted on restoring my service to the originally agreed terms. It is concerning that customers are being assigned services without consent and charged for them, resulting in unauthorized bank withdrawals. This practice must be rectified promptly to retain customers like myself and prevent further issues.
Reported by GetHuman-oaorobin on Sunday, June 10, 2018 1:27 PM
I called on Thursday to arrange a payment to avoid a service disconnection. I spent over an hour on the phone with two different representatives. The first one got disconnected. The second one informed me that she extended the deadline to the 9th of the month. After discussing packages with her, I mentioned I would reconsider and probably change the package on Monday. She advised me to make the payment by the 9th to avoid service interruption. I made the payment around 10:30. Today, my daughter informed me that the cable was cut off while I was at work. I called Comcast, and the representative mentioned that I missed the payment deadline by a day. I diligently noted down all the details during our conversation. I am frustrated because I feel like I've been treated unfairly as a loyal customer. I'm requesting for my cable to be reconnected as per our agreement.
Reported by GetHuman-cova_den on Monday, June 11, 2018 9:09 PM
I have received an email regarding equipment return that was sent to my address in error. Thank you for the notification confirming the receipt of the equipment I returned. The details provided include the model numbers and serial numbers of the equipment: Model #: SX022ANM Serial #: MA1538EJB559 Model #: SX022ANM Serial #: MA1538EJB559 This message is part of Comcast's commitment to customer service. Please note that this email is service-related, and any responses will not be monitored. For further inquiries or assistance, feel free to reach out through the website provided. Comcast values your privacy; you can find more information about our privacy policy on their website. If possible, please forward this email to the correct recipient. Thank you.
Reported by GetHuman-bandksal on Wednesday, June 13, 2018 11:28 AM
I have been trying to resolve an issue with Comcast regarding credits for past outages. Due to a brain tumor affecting my speech, I prefer to communicate via email. I contacted Comcast on 6-7-16 about multiple days without TV service. Mark from the tech department calculated a credit of $5.17 for each day of outage and assured me that I would be contacted within 1-2 days for further details. However, I never received any follow-up calls as promised. Despite agreeing on credits for 70 days, I only got credited for one day on 8/4/16. Since then, I have experienced more outages that need to be addressed. Although I attempted to reach out via email and chat, I haven't been successful and the stress has taken a toll on my health. Additionally, I have been paying for a Streampix program that never worked.
Reported by GetHuman-thooperp on Monday, June 18, 2018 11:11 PM
I recently received a bill for $[redacted] that belongs to my older brother, Richard, who used to reside at Hawker. I am not responsible for this bill and will only be paying $[redacted]. I refuse to pay for the remaining $[redacted] as it does not pertain to me. Please ensure that this bill is redirected to my brother, as it is his responsibility. I have never lived at Hawker and do not recognize this charge as mine to settle.
Reported by GetHuman800125 on Tuesday, June 19, 2018 4:49 PM
I encountered an issue with Windows Live Mail where I couldn't send or receive emails. After contacting Xfinity five times within two days, I managed to speak with a tech representative. She advised me to make some changes in Live Mail, which unfortunately made the problem worse. She then explained she couldn't assist any further and promised to send an agent to my house. However, when the agent arrived on Monday, they weren't aware of the situation and couldn't fix email issues. After numerous attempts to contact Xfinity again, I was informed they don't handle Live Mail repairs. Despite explaining that their agent had reset my settings and caused the problem to escalate, Xfinity refused to rectify the mistake. A subsequent chat session with another agent proved fruitless, and I was provided with a phone number before the chat ended abruptly. I hope this message reaches the proper Xfinity representatives for resolution.
Reported by GetHuman800199 on Tuesday, June 19, 2018 5:03 PM
On Wednesday, June 20th, a storm caused the Comcast wire in our backyard to fall down near our swing set. Despite contacting them multiple times and being promised assistance, nobody showed up to fix the issue. I was even given an escalation invoice number. After days of waiting, with safety concerns for neighborhood kids playing in the area, I felt frustrated by the lack of response. The visit to the Quincy location only resulted in a condescending and rude response from a staff member. However, finally, a friendly technician arrived and resolved the problem, checking everything was working fine. Communication with customers should be improved, and a more respectful and efficient approach is necessary to ensure customers feel valued and supported.
Reported by GetHuman-joakind on Monday, June 25, 2018 3:29 PM
I began the new service on 05/22/[redacted]. In my house, there is 1 main box in the living room and 2 additional boxes in other rooms. The issue I'm facing is only with the main box and is not affecting the others. Since starting the service, I have encountered 5 instances where I change channels and get a frozen screen from the previous channel with the audio from the new channel. I have tried 4 remote resets through the call center and had one Technician visit where the main box and some outdoor filters were changed. After the most recent occurrence on Monday, 6/25, despite requesting a call back from a supervisor for further assistance, I did not receive any follow-up. This is the second time I've sought a supervisor without a response. It appears that my concerns are not being prioritized. I am giving you another opportunity to address this issue before escalating it to the corporate level. Thank you.
Reported by GetHuman826383 on Wednesday, June 27, 2018 5:12 PM
I have experienced ongoing issues with my phone, internet, and cable services all day, despite paying for a full month in advance. Today, my entire bundle has been out, and I am unable to reach customer service for help. I expect either a refund for the time my services were not working or a credit for a full day's service. It's frustrating that while I could not access any customer support or troubleshooting help, the only thing that seemed to work was the option to pay my bill. The service interruptions are not new, as my internet and TV have had consistent problems. The lack of reliable service is disappointing, especially considering the upfront payment I made for a month of uninterrupted service. It's essential to address these ongoing issues promptly to retain customers, especially with increasing competition in the industry.
Reported by GetHuman834082 on Friday, June 29, 2018 6:42 PM
After a non-cable service technician visited my home, my cable abruptly stopped working correctly. Despite contacting Xfinity/Comcast, the issue couldn't be resolved over the phone. They scheduled a repair person to come in 2 days, but I questioned the delay since Xfinity/Comcast seemed responsible. Speaking to a supervisor yielded the same response, with them citing a supposed cable outage in my area, which I disputed as some boxes at home were working fine. Even after escalating to the regional office, the timeline for a repair remained at 3 days. This whole ordeal has caused me to miss work, pay for a service I'm not receiving, and endure poor customer service. The lack of accountability and delays from Xfinity/Comcast have been frustrating, and I feel let down by this unprofessional conduct.
Reported by GetHuman-chucku on Monday, July 2, 2018 6:59 PM
Regarding business account [redacted][redacted] at [redacted] NW 18th St in Pembroke Pines, Broward County, Florida, I have encountered significant difficulty in reaching Comcast support. I need assistance with the following issues: 1. Channel 92, serving [redacted] homes, is malfunctioning despite a new cable and camera installation. A Comcast technician needs to meet our existing technician onsite at [redacted]. 2. Our bulk agreement promises residents $6 per month for premium channels like HBO, contrary to the $15.99 price quoted by Comcast to residents, expecting our management company to arrange service individually. 3. A year ago, we paid $[redacted] for a phone line installation at the front gate, through your construction department, but after multiple unsuccessful technician visits, we are left unresolved. How do we proceed with completing the work or obtaining a refund? Frustrated, United Community Management on behalf of Normandy at Pembroke Lakes.
Reported by GetHuman843579 on Monday, July 2, 2018 8:53 PM
I reported a downed cable line in my yard 20 days ago to Comcast after it fell due to a storm. Despite multiple follow-up calls, no one has come to fix it. The cable line, which detached from the pole on June 14, [redacted], caused scratches on my SUV when I tried to park avoiding it. There is a long screw hanging from the line that was originally used to secure it. I have documented the damage with photos and I'm requesting for Comcast to repair my Dodge SUV.
Reported by GetHuman844046 on Monday, July 2, 2018 10:53 PM
I recently signed up for a new bundled plan back in mid-June that was supposed to include Starz, Netflix, and Showtime. However, despite multiple calls to customer service, I have not been receiving Showtime as part of the package. I have two work order numbers for this issue: [redacted]37. Despite reaching out to the corporate offices and being given a reference number ESL[redacted]4 for investigation, I was informed that Showtime was not part of the package. Yet, I have an email from Comcast confirming that it should be included. I have spent a lot of time on the phone with support, and as a loyal and timely bill-paying customer, I am disappointed with the service. I simply want to receive what was promised to me in my plan.
Reported by GetHuman-knanpop on Tuesday, July 3, 2018 1:47 PM
A Comcast representative contacted me about lowering my bill as my promotion was expiring. During a meeting, I agreed to reduce my bill but was told to confirm via email immediately. Unable to do so, a call was scheduled for Saturday at 10:00, but no one called. I shared this experience in a customer service survey, and a promise was made for a supervisor to contact me, which never happened. Recently, another Comcast rep contacted me with a similar offer, and the cycle repeated. Despite their concern, no solution was provided unless I took time off work. It seems Comcast only helps customers without full-time jobs. I appreciate the effort but wonder if I need to quit my job to get good deals or switch to another provider.
Reported by GetHuman-shohulin on Thursday, July 5, 2018 3:54 PM
My internet has been down since yesterday. This has been a recurring issue happening almost weekly for the last 10 months. I contacted customer service this morning, but the problem is still unresolved. I have tried calling six different Comcast 1-[redacted] numbers and a regional office, but either I kept getting disconnected during the automated prompts or received a message that the number was unavailable. It's frustrating to have such difficulty reaching customer support after being repeatedly hung up on or encountering inaccessible numbers. This level of service is completely unacceptable.
Reported by GetHuman-usatimbo on Thursday, July 5, 2018 10:30 PM
For the past few weeks, I have been facing issues logging into my Comcast account. Whenever I attempt to access my account details or bill, the loading symbol just spins for several minutes before displaying an error message. Despite trying on three different desktop computers across various locations and through the Xfinity app, the problem persists. Making matters worse, when I called for assistance, I was greeted with a message about technical difficulties before being disconnected abruptly. Attempting to chat with an online representative also triggers an error message. Frustrated by this situation, I had to resort to using "quick pay" without receiving a confirmation email. If this issue remains unresolved, I may have no choice but to visit my local Comcast office in person to consider canceling my account and seeking services elsewhere.
Reported by GetHuman-tiffrsre on Sunday, July 8, 2018 3:43 PM
Due to recent financial hardships caused by medical expenses, including high costs for prescriptions due to my wife's disability, we are struggling to make ends meet on fixed Social Security income. Our payment schedule falls after the due date, resulting in a request for an extension each month. Your previous assistance in extending the due date has been greatly appreciated. This month, our Social Security deposit comes after the current extension deadline. Would it be feasible to extend the extension by an additional four days to align with our payment schedule? Your support in avoiding a service disruption would be immensely valued. Thank you for your consideration.
Reported by GetHuman-roger_wi on Monday, July 9, 2018 7:46 PM
I asked my client's ISP, Comcast, to help set up port forwarding rules for remote access since I couldn't reach the router directly. Unfortunately, despite having the rules in place (port 80 for TCP and port [redacted] for UDP assigned to the device's internal IP and MAC addresses), I'm still unable to access the device. The device is connected directly to the modem with a static internal IP. The port status shows they are open, but there seems to be a disconnect between the external and internal addresses, especially with NAT, as the device works fine on the LAN. Hoping for guidance on how to resolve this issue.
Reported by GetHuman-klsolomo on Tuesday, July 10, 2018 1:47 PM
I had an appointment this morning for a tech to arrive between 7 AM and 10 AM, but no one showed up. I called three times and was informed that they were on their way. The tech even sent me a text claiming to be in front of my house, yet nobody was there. The tech falsely informed their supervisor that they had called and completed the job. I haven't received any calls as my phone is always with me. This lack of professionalism and communication is unacceptable. If a simple appointment can't be met, I don't trust them with my devices. The situation has left me unhappy and stressed. I'm considering canceling my account and sharing my experience online to warn others about their poor customer service.
Reported by GetHuman866663 on Tuesday, July 10, 2018 3:56 PM

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