Comcast Customer Service Issues

Archive 30

The following are issues that customers reported to GetHuman about Comcast customer service, archive #30. It includes a selection of 20 issue(s) reported July 22, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I need assistance with my xFinity account located at 16A Rodney Ave., Dewey Beach DE [redacted]. My name is D.H.M. Bowen, and I am the account owner. There are 3 television sets on the premises. Two sets have new cable boxes installed 2 weeks ago and are functioning well. The 3rd TV set in a bedroom still has an old cable box and remote. I obtained a new cable box and remote from the xFinity location in Gaithersburg, MD, last week with the intention of setting them up to operate this TV. A setup process is required, but I am not physically present at the Dewey Beach address. I need to speak with a representative to provide my SSN and other personal information that the person at the location does not have access to. Thank you.
Reported by GetHuman2744922 on mercredi 22 juillet 2020 17:54
I visited our local office last week, but it's already closed. My bill dropped a month ago, and now it's gone up by $60. As retirees with my wife on disability, we were hoping for a decrease. I found a new plan for $[redacted], not our current $[redacted]. AT&T offers less, but we prefer XFINITY. We've tried DISH, AT&T, and COMCAST before. The local office mentioned they could help, but they're closed. I have Parkinson's, sorry for any typing errors. The deal I found was $[redacted] for our services monthly. Please assist, as I've tried calling twice but always get disconnected. Thank you for helping us. We recommended your service to my mom, but the office closed after a week. We'd like to continue with you.
Reported by GetHuman-wwjdrs on mercredi 22 juillet 2020 22:50
Yesterday evening, I discovered a problem with our internet service while watching TV at home. Despite resetting our wi-fi and rebooting our modem and cable box, the issue persisted. When contacting Comcast, we faced a challenging phone tree system. After going through the rebooting process and requesting a callback, we were assured a call within a specific time frame. Unfortunately, the callback did not come through. Upon calling again and waiting for over 45 minutes, we finally spoke with Nathan. He mentioned COVID as the reason for the delay, which I found to be an inadequate explanation. Despite explaining our complete service outage, we were only offered an appointment between 1-3 on Sunday, which was unacceptable given the severity of the issue. Our work order number is CR[redacted]57. We are disheartened by the lack of prompt assistance, considering our long-standing loyalty as paying customers. I will be escalating this matter to corporate but foresee challenges in reaching them promptly. Nathan assured a credit for six days on our bill, but given the situation, I believe a more comprehensive resolution is warranted.
Reported by GetHuman-marywad on jeudi 23 juillet 2020 13:37
I had Xfinity outdoor service installed on April 4. The installer placed the box in the incorrect location, leaving black wires hanging across the front of my townhouse and causing damage to the water drain pipe. These issues don't comply with my HOA rules. I'm considering leaving the box where it is due to difficulties in rerouting the wires. However, the drain pipe needs to be repaired. I've contacted on April 5 and April 14 with the ER # [redacted]-[redacted]-[redacted] as reference. As a teacher returning to full-time school on August 5, I will be unavailable for on-site visits then. These are external fixes. I am struggling to reach a resolution by phone. Please assist me with this matter.
Reported by GetHuman5093820 on jeudi 23 juillet 2020 14:32
On July 24, [redacted], I interacted with Antonio Washington regarding an Ethernet connection and box he sent to my residence. Unfortunately, I no longer require this service due to not getting the job I anticipated. Antonio assured me of a full refund within 30 days for returning the equipment. However, upon contacting him for instructions, he directed me to the retention department without providing their contact information. Despite multiple attempts to reach him, Antonio has been unresponsive and unhelpful. I am displeased with his lack of professionalism, inadequate communication, and overall experience. I am requesting a return label be sent to my email at [redacted] for the equipment's return. Additionally, I expect a refund of $50.00 to be mailed to [redacted] Ray Street, Sebastian, Fl [redacted]. If necessary, you can reach me at [redacted]. I am disappointed by the poor service provided by Antonio Washington and hope for prompt resolution.
Reported by GetHuman5097706 on vendredi 24 juillet 2020 17:00
Every day, I lose my streaming capabilities. When I call Comcast at [redacted] and [redacted], I am met with a recorded message repeatedly. The initial call always starts with the same instructions to unplug my connection and call back after ten minutes. I have followed this advice three times, only to continue in the same loop without ever reaching a live representative. It appears that Comcast has designed its automated system to avoid interacting with customers on purpose!
Reported by GetHuman-mylestur on lundi 27 juillet 2020 06:24
Our neighbor, Dr. Chip McDonald at [redacted] Evangeline, Shreveport, Louisiana, contracted Comcast. However, the installer did not follow our neighbor's request to place the equipment on their property and instead ran a bright orange Power/Comcast line across our property in various unsightly ways, causing inconvenience during lawn maintenance. To address this, we had to secure the line to our house's outdoor lighting, trees, and even our Purple Martin birdhouse pole by the swimming pool. We also had to lay the line over the roof of our swimming pool bathhouse and over the fence into the neighbor's yard, covering approximately [redacted] feet on the ground. The installer entered our property at [redacted] Arden Street, Shreveport, Louisiana without permission, trespassing through a gate that requires a code, most likely at the far corner of our property. This installation is not only visually displeasing but also poses safety concerns, especially with children around. We have documented this situation with photos and demand immediate removal, or we will have to involve our attorney.
Reported by GetHuman5106074 on lundi 27 juillet 2020 18:50
I have been trying to schedule a service call for a technician to visit our house for months now. I understand the challenges of the current situation, but I want to emphasize that this is not for inside the house. It's regarding an issue outside where the cable lines connect to the service line. Despite multiple calls to customer service, I haven't been scheduled for a visit yet. I just need someone to come and work on the outside connections, not inside the house. I hope this clarifies the situation. Can someone please assist me with scheduling this service call? Thank you.
Reported by GetHuman-cstewsho on lundi 27 juillet 2020 20:44
I need assistance as I am unable to retrieve my account number to access information on my charges. During the installation on July 22, [redacted], I noted down the numbers provided, but they are not being accepted. I was advised to check my email or billing statement for the correct account number, but it is not listed on either document. Due to vision issues, I acknowledge the possibility of errors in noting the account number, but I verified it on the installation date.
Reported by GetHuman5107264 on mardi 28 juillet 2020 00:46
Ever since a partial power outage a couple of weeks ago, my TV box has been acting up. Initially, I had to reset it every time I turned on the TV. Now, it either shows a blue screen with or without a "no signal" message, or a partially white screen that flickers. Despite trying the troubleshooting steps via the app, it only resulted in both the box and TV turning off, and now the box won’t stay on at all. It briefly shows the welcome screen and then shuts off. What steps should I take next?
Reported by GetHuman5109983 on mardi 28 juillet 2020 19:56
For the past four days, the internet speed at our business has been incredibly slow, ranging from 28 Mbps to [redacted] Mbps. We rely on our gigabit service for VOIP calls, which have been affected by poor quality and disruptions. After checking with neighbors, who are also experiencing similar issues, we realized this is not an isolated problem. Despite trying troubleshooting steps provided, the problem persists, and we believe it needs to be addressed on your end. Please resolve this matter promptly or provide an explanation for the ongoing internet issues.
Reported by GetHuman5109455 on mercredi 29 juillet 2020 14:30
I am experiencing an issue with the dial tone on my phone line. Last week, I followed the standard troubleshooting steps provided by technicians in the Philippines for a total of three hours, but the issue persisted. Surprisingly, a few days later, the dial tone returned, allowing me to use my phone normally. Unfortunately, the dial tone has disappeared again, replaced by a hum on line one and silence on line two. Despite attempting to reconnect the modem, the problem persists. Currently relying on my cell phone, I would appreciate assistance. I reside in Lost Tree Village, North Palm Beach, and happen to have Brian Roberts as a neighbor, who is the CEO of Comcast.
Reported by GetHuman5112596 on mercredi 29 juillet 2020 17:14
I am experiencing ongoing issues with the TV service in my office despite multiple resets. The TV has been reset several times, but after being on for only 5 minutes, an error message XRE [redacted] appears. A home appointment was canceled today with a representative claiming the issue was resolved, but the problem persists. There seems to be faulty equipment in our system that requires attention. Attempts to reach Xfinity have been unsuccessful, as I have called three times today without success. I am extremely frustrated at this point. Thank you for addressing this matter promptly.
Reported by GetHuman-amyefru on mercredi 29 juillet 2020 17:15
Hello. I am experiencing issues with my smart home system, specifically with my SONOS speakers. Although the speakers work in general, I am unable to control individual speakers or adjust the volume settings. When attempting to connect to wifi, I receive an error message stating, "Unable to connect to SONOS LEARN MORE." Despite resetting my modem multiple times, the problem persists. I have reached out to SONOS customer service, and they have informed me that my connection is via a double NAT connection. I am currently using Google wifi, but my Sonos system is still connected to the Arris router. SONOS suggested that I disable the wifi on my router or switch it to bridge mode. I kindly request assistance in disabling the wifi on my router or configuring it to bridge mode. Thank you.
Reported by GetHuman5113925 on jeudi 30 juillet 2020 00:16
I have two questions. Firstly, I recently received a new Xfinity X1 box, but I already have three Xfinity X1 boxes. I'm uncertain which one the new box is meant to replace as we have one main box and two auxiliary ones. Secondly, I upgraded my desktop computer from Windows 7 to Windows 10 and also moved to Windows [redacted], which includes a new Outlook version for emails. I organize important emails in Outlook using various folders. Following the upgrades, as Outlook kept crashing, I shifted to using the Xfinity email service. To my surprise, all my email folders and emails from Outlook now exist in the Xfinity email service. I am unsure how this happened. I am concerned about retaining these folders and emails on the Xfinity platform, as they hold crucial personal and business information. Thank you.
Reported by GetHuman-lizzietw on jeudi 30 juillet 2020 16:16
My husband, M, and I at [redacted] N. Lake Shore Dr 9A Chicago, IL, face an inconvenience when trying to watch Netflix shows using our Xfinity bloc account. We consistently have to re-enter his account details using the remote. After contacting Netflix, they advised us that this should not be necessary after the initial use. Surprisingly, we do not encounter this issue with Peacock. We suspect the problem may arise from the Xfinity account being under my email while the Netflix account is in his name. We are hoping to find a solution to avoid the repetitive input of information. Is it required to cancel his Netflix account and obtain a new subscription under my name through Xfinity to resolve this issue?
Reported by GetHuman5115836 on jeudi 30 juillet 2020 16:39
We have been facing an extended outage of our Internet service at our residence on [redacted] N Glenwood Ave Apt #1W. This prolonged disruption has severely impacted my ability to work from home, heavily relying on internet browsing and Wifi calls for work. The service has been considerably unreliable and frequently unavailable for the past three months. A technician visited our building as per my appointment three weeks ago, diagnosing that the main line required replacement due to the age and size of the 20+ unit, [redacted]-year-old apartment building. Despite attempts to reset the router remotely and during the technician's visit, the issue remained unresolved. The technician suggested replacing the main line or running a direct line outside as a temporary fix. While the Wifi briefly functioned after their visit, the problem persisted, with daily random outages lasting for extended periods. Although the technician was professional, the problem has only worsened, leaving me with unreliable connection and profound dissatisfaction with Xfinity's service.
Reported by GetHuman5120164 on vendredi 31 juillet 2020 23:13
I was informed by a customer service representative that after I made a payment of $[redacted].00 earlier this week, my next payment wouldn't be due until August 5th. However, on August 1st, without any prior notice, Comcast/Xfinity disconnected my service. Despite being available with my cell phone until noon, there was no attempt to contact me. It is now 3:30, and my service is still not restored. I was promised a callback within two hours by Comcast. As senior citizens with my disabled and bedridden husband, losing TV has left us without entertainment. Even after paying the $[redacted].00 I was told I owed, my service has not been reactivated. I urgently need a call and my service reinstated promptly. My contact number is [redacted]. Anticipating a swift response.
Reported by GetHuman5122431 on samedi 1 août 2020 20:42
I meet all the criteria for Comcast's Internet Essentials program, except for the requirement of not having had Comcast internet for 90 days prior to applying. Due to the pandemic, Comcast adjusted my plan to a lower cost one, similar to Internet Essentials but under a different name. Having internet is crucial for me as a disabled person, as it is my main way of connecting with the world. Unfortunately, this makes me ineligible for the $9.95+taxes Internet Essentials plan. If I were to start paying even a small amount towards my bill, my account would revert to the more expensive plan I had before. Despite Comcast emphasizing the importance of internet access during Covid-19, they insist on the 90-day internet-free period for eligibility. This situation is distressing for me, especially considering my struggles with severe depression and suicidal thoughts in the past.
Reported by GetHuman-irrevere on dimanche 2 août 2020 02:37
I reside at Hatton Senior Living. My name is Carolyn McGee. I am trying to add a landline to my bundle, which should amount to $[redacted] on my bill. My phone number is [redacted]. I am experiencing clear calls with this service, but I believe I have not been set up with the landline yet. I would greatly appreciate it if someone could contact me regarding setting up auto-pay and ensuring my landline is active. It is crucial for me as a handicapped individual who relies heavily on the phone due to signal issues with my cell phone. I urgently need assistance in sorting out my bill and setting up auto-pay. Thank you for your prompt attention to this matter.
Reported by GetHuman-tideprid on lundi 3 août 2020 18:02

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