Comcast Customer Service Issues

I recently scheduled a visit to fix my internet connectivity issue with a promise of no charge unless the tech indicated otherwise. After the tech resolved the problem in 90 seconds, related to setting up my ROKU, I was unexpectedly billed $70. This issue arose because of a disconnect caused by my Xfinity box while trying to complete the process on my TV screen. The tech assured me of no charges, and I trust his expertise after 15+ years of service with your company. This is not the first time I've experienced overcharging with Xfinity, and as a loyal customer since the Continental Cable days, I urge you to address this recurring problem. Thank you, D. H.

In December [redacted], prior to terminating my service with Xfinity, I contacted them to confirm the Early Termination Fees (ETFs) I would be required to pay. Despite being assured by an agent that I would only owe a $[redacted] ETF for our cable/internet package and not for the home security package, I ended up receiving a bill for $[redacted]. After an unhelpful call with an agent who dismissed my concerns, I eventually spoke to a retention supervisor who assured me I would not owe any ETF money. Despite this, three months later, I was sent to collections for $[redacted]. Xfinity requested proof of my previous conversations with their representatives, even though they record their calls. I find it unacceptable that no one at Xfinity or the subsequent collections agencies has been cooperative in resolving this issue. I am disappointed with Xfinity's failure to honor their initial agreement and their lack of assistance in clearing this matter from my credit report.

Dear Comcast, I'm reaching out on behalf of my wife and myself, who are currently facing financial challenges as self-employed musicians due to the ongoing shutdowns. Our account number is [redacted] 30 [redacted], and we have been loyal customers for many years. Our monthly bill of $[redacted].28 has become a burden, and we are kindly requesting assistance during this difficult time. We understand the situation is tough for everyone, but any help with adjusting our bill for a few months would be greatly appreciated. Your understanding and support mean a lot to us as we navigate this period of uncertainty. Please let us know if there are any options available, and we will follow any necessary steps provided. Thank you for considering our situation. Sincerely, Terry M. Jeffrey

I contacted Comcast/Xfinity over a month ago regarding an issue with an unopened self-install kit. I promptly returned the kit via UPS as instructed. During my conversation with the representative, I informed her that I had relocated and was no longer at [redacted] Richardson Road, Stonewall, Louisiana. The representative acknowledged that I was eligible for a $60 refund due to the lack of service usage at the new location with pre-existing service. She confirmed receiving the equipment via email and mentioned sending the refund. To ensure I receive it, I provided the correct address at [redacted] Jefferson Paige Road, Shreveport, Louisiana [redacted]. Despite this, I have not received the refund. It has been nearly two months, and I would appreciate a follow-up on the status of my refund. Please contact me at your earliest convenience.

I am feeling extremely frustrated. My partner and I are looking after my grandparents' house while they are away due to an extended trip because of COVID-19. As a teacher who needs to work from home, the lack of internet access here is causing us major issues. Despite reaching out to customer service at least 10 times today, we haven't been able to resolve the problem. Initially, we were informed that there was no internet set up (although there was, it was on a seasonal hold), and then we were advised to reset the gateway, which did not fix the issue. While checking their account, we noticed the internet service was inactive in the morning, but it is now active. Unfortunately, we are still unable to connect. We urgently require assistance and would greatly appreciate someone guiding us through the process step by step. The customer service experience we've encountered today has been subpar, especially during these challenging times when reliable internet is crucial. I am currently on hold waiting to speak with the advanced technical team, although the estimated wait time of ten minutes has already exceeded, and the line has been silent for the past 20 minutes. The lack of progress is pushing us to consider switching providers out of sheer frustration and necessity. Your prompt help would be greatly appreciated.

I received a DMCA infringement notice on Saturday at 10:35 am. Despite multiple attempts to contact Comcast, I haven't been able to identify the infringement. Agent D+H03280 advised me to reach out to technical support, but the automated Comcast service will only connect me if I reboot the modem, which is unnecessary as it's functioning well. When trying to call, I'm either disconnected or unable to speak with an agent to address the issue. Without knowing the details of the infringement, we can't prevent it from happening again. It's frustrating and concerning. I need to speak with someone who can provide answers and assistance.

I would like to enroll in paperless billing and auto pay for my new account to receive the $10 discount each month. However, when I tried to access my account, I received an error message indicating I had the wrong password. I attempted to reset the password, but the code sent to both my email and phone was invalid. I tried reaching out via chat, but did not receive a response. When I called, the automated system couldn't assist me, and I faced difficulties with my ID not being recognized. Even after spending an hour and a half navigating through the different channels, I wasn't able to set up paperless billing. I am aware of the high call volume and limited staff, but the automated systems were unhelpful without the ability to sign in. I am looking for assistance to ensure I don't miss out on the discount and would appreciate guidance on any special offers for low-income individuals as I aim to provide resources for my daughter's education and work from home.

I recently received the XFINITY xFi Wireless Gateway self-install kit but encountered an issue with the online light not coming on after completing the setup steps. Despite trying to troubleshoot and seeking help from the Xfinity customer service line and app, I have been unable to resolve the problem. I urgently need assistance as I require the internet for my son's schooling. Please reach out to me at your earliest convenience. Thank you.

I recently received my new Comcast bill and was taken aback by the increased monthly charge of 86.95 following the end of my one-year subscription at 48.99. The hike of 37.96 per month seems unreasonable for internet service alone. Considering the current situation with the coronavirus, I may unfortunately have to pay for an additional month before I can cancel and return the equipment. However, there are other internet providers in my area, and I am inclined to switch. I will also be sharing my experience on social media to inform others. It's disheartening to see such a significant increase when I previously paid only a dollar less for both internet and basic cable from Comcast in a different location.

We, Barbara and Bob Fraser, are Comcast customers with accounts at two locations: [redacted] Coventry Court, Vero Beach, Florida and 28 Liberty Street, Chester, Connecticut. The Account # for Chester is [redacted] 40 [redacted]. Our Chester bill for the period 3/4 to 4/3 [redacted] was the seasonal rate of $65.89. We recently received the bill for the period ending 5/3/[redacted], totaling $[redacted].73, which is not the seasonal rate we expected. Given the current situation with the coronavirus preventing us from using our Chester property for the next few months, we only require the seasonal rate for the next three months. If the seasonal rate cannot be applied, we may need to cancel the Comcast/Infinity service at this location. Your prompt response would be greatly appreciated. Thank you, E. Robert Fraser

I have noticed that my bill has been consistently higher than usual for the past four months. I typically rely on automatic payments and don't review my bill unless I receive notifications about changes. After checking both my Comcast and Gmail accounts, including deleted emails, I couldn't find any communication regarding the increased charges. This oversight has resulted in an extra $[redacted] in expenses over the last four months, as I was unaware of the adjustments. Thank you for your attention and support.

We have been loyal customers for over 5 years. Recently, my husband had a seizure causing us to fall behind on our payments. I make it a point to pay on the 1st or 2nd of each month to avoid any interruptions. Unfortunately, I was hospitalized on March 28th due to illness and just got released today. I tried to restore my service upon returning home by offering to pay $[redacted] today and $[redacted] on the 28th. However, I was informed that my service won't be restored because I didn't contact Comcast as usual. Being in the hospital left me unable to make the call. We have an autistic child who relies on cable TV as his main source of entertainment as we don't have a computer or tablet for him to use. Any assistance would be greatly appreciated. Thank you for your attention. - A&L, loyal customers

I recently ordered Xfinity essential to provide access to x1 for my child's schoolwork and a self-install TV package. While I received a tracking number, I have been unable to confirm if the order is on its way. Conflicting messages in my account show as an approved application yet also pending. The promised benefits and install kit seem nonexistent, with no option for a scheduled installation. Witnessing someone else receive prompt service leaves me frustrated. I seek clarity on what services I am being billed for before continuing. I would appreciate a straightforward process to fulfill my needs. Thank you for your attention. - Troy H.

I am frustrated with the recent changes to my internet service. After upgrading to a higher speed at an additional cost, I was shocked to discover a new data limit resulting in an unexpected $[redacted] charge. The frequent disconnections and speed issues are persistent despite numerous complaints to your technicians, who are unable to resolve the problem. I also noticed a mysterious one-time $40 charge on my bill. Communication about these changes has been lacking, and I am dissatisfied with the service provided. I would appreciate a phone call to address these issues promptly. -Nathan D. [redacted] Account #: [redacted]

I reside at [redacted] Blue Slopes Drive in Bloomington, Indiana. Yesterday, workers arrived to install a cable at my residence without prior notification. Upon approaching them, I inquired about the process affecting my yard. Although assured the work would be underground and not result in disruption, my yard was indeed disturbed. Following the completion, they haphazardly covered the holes, tracks, and bare spots with straw before departing. The project was confirmed to be for Comcast, even though I am not a Comcast subscriber. While I recognize the necessity of such work, the condition in which they left my yard is unsatisfactory. I request assistance in adequately restoring the damage caused to my property.

I need quick access to the Outside Series, but they attempted to charge me right away! I've been attempting to get assistance with the HBO free 7-day trial but haven't received any help. I then tried to access the free previews of channels on Xfinity, but it's not working, and they don't inform me about which pay channels are free. It appears that Xfinity is unaware of this. AT&T, with whom I was a customer for 30 years, would not have treated their customers this way. I need help immediately. It's unfair that they are trying to charge me.

I made a payment a week ago and received a message stating that I had until April 15 to pay the balance. However, today in the midst of the current crisis when access to television is crucial, my account was suspended and I had to pay $[redacted]. I am also a school teacher and due to this issue my internet was down, preventing me from teaching my classes. This money was crucial for my family, and I had planned to pay the balance on 4/15. I am extremely upset that my family's funds were affected today. I request a reduced rate for my services moving forward, or I will consider switching to AT&T after the pandemic ends. I am frustrated with the lack of consideration for customers during this crisis and may share my experience on social media platforms.

I am experiencing issues with the service that I am contracted to receive, as it is not working correctly. It has been challenging to reach a live representative. I have already taken the step of checking the connections, rebooting the system, and attempting to contact support. My forthcoming automatic payment is set for May 1. I would like to terminate my current contract and switch to an internet-only plan. I am aware that there will be a $10 monthly fee for the remaining five months, totaling $50 or possibly less. Kindly acknowledge this request. Thank you. Acct. # 8[redacted]-2[redacted]

My internet connection went down approximately 3 hours ago. I attempted to troubleshoot by resetting both my modem and router. When contacting Xfinity support online, they were unable to detect my modem despite my successful reconnection. Additionally, the settings reset whenever I plug in my wireless router. In essence, my modem shows as "connected" and functions properly when directly linked, yet Xfinity support continues to report issues identifying the modem and suggests further resets that prove ineffective.

Account Number: [redacted] 20 [redacted] For the past 6 months, I noticed I have been billed $2.50 each month for unreturned equipment, totaling $15.00 year to date. I do not have any unused equipment as the box replaced last fall was taken by your technician. I am yet to pay my April bill and have been a customer since the early 90s. I believe I am entitled to a refund for these charges. Your help in resolving this matter is greatly appreciated. Sincerely, George McN.