Comcast Customer Service Issues

To the President of Comcast, We are disappointed with our recent experience with Comcast. We have been loyal customers since [redacted], nearly 40 years. However, we noticed a sudden increase in our bill for services from Feb. 11 to Mar. 10, [redacted], even though our contract was supposed to be in effect until next February. After contacting customer service, we were offered a new promotion that included faster internet but changed our TV package without our consent. Despite attempts to resolve the issue and regain our previous package, we were informed that it was no longer available, leaving us with a different package at a higher price for the next two years, including services we do not necessarily need. We feel let down by Comcast's lack of loyalty towards long-standing customers like us. -Jim and Joan K. [redacted] Wheeler St. N. Roseville, MN [redacted]

Our house is situated at [redacted] E Westville, Indiana. The road perpendicular to ours, [redacted] N, is about [redacted]-[redacted] feet from my home. There is an Xfinity cable running along the power lines down [redacted] N, providing many houses with excellent Wi-Fi. However, it does not extend to our road. Is it possible to have a line brought down our road? Everyone on our road has poor Wi-Fi, and we are in need of a better connection.

My fiancé and my account linked to [redacted] is still under review due to a fraudulent account being opened in his name. We are unable to have services changed or restored until the investigation is completed. As victims, we seek assistance from Customer Solutions. We wish to continue our service with Comcast. Despite our situation, we have not even been offered a complimentary 30-day pass during the ongoing investigation. Spending the past month battling each day without services for work or for our kids' school needs is unacceptable. The company acted on an illegal document, resulting in our services being disrupted by over $[redacted] in charges. I believe this company can do better than abandoning us during this difficult time. I request to speak with Customer Solutions.

I've reached out multiple times in the last two days regarding my account 8[redacted]-4[redacted], and although promised a call back from a supervisor or manager, it has not happened. I have been a loyal customer for around 15 years, but my bill continues to increase despite being retired. I have found better bundle deals with ATT/Dish for less money, and I feel undervalued as a customer by Comcast. It's frustrating to see new customers offered much lower rates than I am currently paying.

We require assistance with removing or raising a cable line along our back fence. Despite contacting service providers in the area, we have not received any response. One service man visited but couldn't address the issue. The cable line on the fence often gets covered with vines. If the matter is not resolved soon, my husband may attempt to handle it himself. We reside at [redacted] Brentway Drive, Houston, TX [redacted].

I did not authorize Comcast to add voicemail to my phone service. When I signed up, I specifically requested they not add it. After multiple attempts to have it removed, the voicemail is still active. During a recent call, a representative named Suzette asked invasive personal questions about my health and job. Shortly after, I received a suspicious call regarding Social Security Disability approval. My phone exhibits odd dial tones and clicking noises, potentially suggesting interference. I observed an Xfinity van near my home, behaving suspiciously. I demand the immediate removal of voicemail. If unresolved, I will escalate this issue to the police, FBI, and state attorney general. Additionally, I hold Comcast accountable for any missed calls or security breaches due to their inability to address this matter promptly.

I signed up for a one-year special on TV and Internet service with Comcast in June [redacted]. In May [redacted], I contacted them looking for a reduced rate, but they didn't provide an option within my budget. I informed them that I would be canceling at the end of my contract in June [redacted]. Shortly after that call, my service was disconnected without warning. I returned my equipment to a Comcast store on June 1, [redacted], where I was advised that my service was indeed canceled. Despite this, Comcast continued to automatically withdraw payments from my bank account in June and July. I was promised corrected statements but received none. I've tried visiting the store and contacting various departments without success. I am now receiving bills for services I haven't had since June [redacted], which is impacting my credit score. I've followed all procedures to end my contract, and I'm seeking assistance to resolve this issue.

Dear Customer Service Team, I am writing to express my extreme frustration with the recent installation of XFINITY cable and internet services at my new home in Stonewall LA after relocating from Pennsylvania. The technician who came out a week ago was unable to provide proper TV service or Wi-Fi. Despite attempts to fix the issues, we still have no service and now have a new cable running over our driveway, forcing us to drive over our lawn. The technician tried various solutions, including upgrading our house cable and replacing a device on the pole, but the problems persist. We have been met with unhelpful customer service representatives who are unwilling to send someone out without additional fees. The most recent scheduled technician did not show up after waiting all day. As I rely on the internet for work, I am in urgent need of a resolution. Please escalate this matter to management or a supervisor immediately. Thank you, Elaine & Chad

I received an email confirming the cancellation of my service as of 2/28/20 on 2/17/20. Surprisingly, on 2/23/20, I noticed an auto debit of $72.67 covering the next month (2/28/20 thru 3/27/20) despite the cancellation. Upon checking my account, I discovered an unauthorized order for local channels, costing around $15 a month. I did not request this as I already have an antenna for free local channels. A scheduled installation for tomorrow was a mix-up. After contacting customer service, I was shocked to learn that an order was placed on the 17th without my knowledge. I refuse to pay for services I did not order and will resolve this with the billing department to avoid future auto debits. It's essential for fixed-income seniors to stay vigilant about such situations.

I am having issues with my service being connected to the wrong apartment. Despite contacting Comcast multiple times, I am frustrated with the lack of resolution. My name is Heather M. Mercer, and I reside at 68 Pursglove Rd Apt. 1, Morgantown, WV, [redacted]. Both of the cable lines are incorrectly connected to the top apartment, which I have evidence of through pictures. I suspect financial exploitation as the root cause of these ongoing problems. My Comcast business account was compromised, leading me to discover a different email associated with it. After reporting this as fraud and closing the account, I was unable to access my services due to not receiving my account number. The same issues arose with my residential and prepaid accounts. When I realized the cable lines were interconnected, I separated them and set up my own connection. Despite paying over $[redacted] to restore my services, Comcast has yet to resolve the issue of my cable being active in the incorrect apartment. I feel a sense of invasion due to the presence of Xfinity home security in that apartment.

Last week, I upgraded my package with Comcast. I specifically inquired about including the Game Show Network and Football Network. I was assured that the upgrade would cover these channels with just a $5.00 monthly increase. However, upon returning home, I found out my service was down for 5 days. A Comcast representative then explained that one of my boxes was not working. Even after fixing it, I discovered that I still did not have access to the Game Show Network. To add to this, I had to pay an extra $10.00 for the box connection. This situation feels like misrepresentation to me. I am curious if there is a way to revert to my previous package without these issues or if there is a more affordable alternative available.

Hello Tom, I am writing to express my extreme frustration and anger as a customer. Since October [redacted], I have experienced frequent service issues and disrespectful treatment from your staff. I was even forced to sign off on an increase in service charges to complete a pre-approved router exchange at one of your facilities, where I was denied a copy of the order due to a supposed lack of access. When I called to address these issues, a supervisor handled my complaint unprofessionally, leading me to believe they were not taking me seriously. Despite multiple attempts to resolve my service problems, including a technician visit that did not fully fix the issues, my bill remains incorrect. I was promised a $20 credit that was never applied, and I have been overcharged by more than $40. During my last call on 2/17/20, a representative named Stephen #[redacted]4 assured me a credit of $89.71 to correct my bill, but I have yet to receive any confirmation, and my bill is now nearly double what it should be. I am seeking your assistance in resolving these ongoing issues and restoring my trust in Comcast's service. Regards, SL

I work as a nurse for Meals on Wheels in Frederick County. I often encounter individuals who are isolated at home due to frailty, disabilities, or poverty. Many of them rely heavily on cable television for companionship as they lack social interaction. Your cable service brings them a sense of connection and joy. I advocate for providing them with meals as they are unable to shop or cook for themselves. I am requesting if it would be possible for your company to consider reducing monthly fees for those who meet specific poverty criteria. This would make a significant impact on many lives by ensuring they can afford your cable service. Additionally, it could help them stay in their homes as they age instead of moving to a nursing facility. I can be reached on the county website as Nurse Steve or at my office number [redacted]. I see the potential for a beneficial partnership if we can establish a poverty guideline for reduced rates. Ensuring they have access to your cable service is important, and high bills can take away from other essential needs. Thank you for considering this proposal. Steven Stoyke, Nurse Case Manager, Frederick County, MD.

I'm facing an issue with my internet bill. Initially, I was quoted $39 for internet access, despite using my own modem and not having TV service. However, my bill was unexpectedly increased to $49. When I contacted the cable company, the representative insisted on charging me for the modem even though it belongs to me. It seems unfair and deceptive to force customers to pay for equipment they don't use. I recall a similar situation in [redacted] or [redacted] when I had to agree to a $49 offer including select programming to avoid further rate hikes. The constantly rising costs for internet services are unreasonable. I kindly request assistance as a senior citizen on a fixed income, struggling to manage expenses, especially when unexpected charges occur like this recent increase from $39 to $49.

We recently had a new Comcast service installed last Wednesday. Unfortunately, we are experiencing periodic service interruptions. The Speak feature to change channels is also malfunctioning intermittently. Last night, the second TV in the bedroom wouldn't turn on at all. After toggling the power, it did turn on but displayed broken pixels and garbled sound. We suspect that the crew that came to bury the line may have not reconnected everything properly after burying it.

I have been experiencing issues with my WiFi disconnecting constantly over the past two weeks. I have tried restarting the modem as instructed, but it only connects sporadically. Additionally, there is a hotspot nearby, causing the WiFi to switch between networks. I switched to your service recently, paid my bill on time, and left CenturyLink after being with them for a couple of years, but the connectivity issues persist. The biggest problem is that my daughter, who is in the 11th grade, uses her own Chromebook for testing, and when the WiFi disconnects during a test, all her work is lost as the school doesn't allow students to save their work as they go. I need a resolution urgently as I am disabled and cannot afford to waste money on a service that isn't functioning properly. Please assist me at your earliest convenience. Sincerely, Karen S. [redacted]

I am reaching out on behalf of Ms. C. Field, a loyal Comcast customer residing at [redacted] Oak Glen Way, Fair Oaks, CA [redacted] since [redacted]. In the past four years, it seems she has paid over $1,[redacted] for the modem/router provided by Comcast which is quite outdated and lacks modern performance. After encountering difficulties returning the equipment, a new modem/router has been acquired independently, offering superior WiFi capabilities at a fraction of the cost. To ensure a smooth transition, it would be greatly appreciated if Comcast could arrange for the return of their equipment from Ms. Field's residence without any additional charges as a gesture of goodwill. Your prompt attention to this matter would be valued. Thank you for your understanding and cooperation in resolving this issue efficiently. Sincerely, Dennis D.

I am disabled and rely on a monthly check. Recently, my bill has been steadily increasing, making it impossible for me to keep up payments. Due to financial constraints, I'm returning the cable box, modem, and router. It feels unjust to burden someone on a fixed income with unaffordable services. My daughter, who used to help with payments, is no longer working. I can only afford to keep the internet and landline for my Phillips Lifeline. I have an HD digital antenna, but home security and television are now beyond my budget. I'm tired of stressing over the exorbitant bill payments. By returning the equipment and having my nephew purchase my own, I aim to eliminate these excessive fees causing me anxiety. I currently pay $[redacted].73, but I refuse to stress about bundled services.

I am writing to express my disappointment with the way your technicians handled a situation at my residence. They requested my husband's assistance in pulling their truck out of a sticky situation next door, which resulted in our yard being torn up. Additionally, they asked for help in removing a tree that they had cut down. Although they promised to return and compensate us for the help, they never did. Our yard was left muddy and damaged, with the tree still lying there. Despite our efforts to follow up, we have not received any response after contacting Comcast. We have obtained an estimate of $[redacted].17 for the necessary repairs and are reluctant to have Comcast personnel return to our property. I kindly request a prompt resolution to this matter to avoid further escalation. Thank you for your attention to this issue.Joseph S.

On 3/18/20 at 10:42 pm, Andrew H informed me that he could address my issues, but unfortunately, he was unable to do so. Andrew believed my issues regarding adding my phone number, email, or social to the account without changing the primary holder's information could be resolved if the account was put in my name. However, Comcast does not currently support multiple email addresses, phone numbers, or social security numbers on the account. When I called in about email issues, changing the password as suggested did not help. After being transferred to a higher level for assistance, I waited on hold for an extended period without a callback option or resolution. Andrew mentioned Comcast lacks certain capabilities compared to other companies. When contacting executive support, I faced unhelpful responses and received no solutions. Andrew failed to provide contact information for those in charge or his supervisor. Despite the frustration and wasted time, it is important to me that these issues are addressed promptly. In conclusion, efficient communication and problem-solving are crucial for customer satisfaction. Mitchell W.