Comcast Customer Service Issues

Archive 32

The following are issues that customers reported to GetHuman about Comcast customer service, archive #32. It includes a selection of 20 issue(s) reported August 13, 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 have been unable to get assistance over the phone. I am frustrated that I cannot reach a representative to address my concerns. There has been an outage at my residence since Monday, August 10th, and I am seeking clarification on why the service will not be restored until Friday, August 14th. My spouse works remotely, and the recurring outage from evening until the next afternoon hinders his work. The service functions for a limited time before consistently cutting out at the same nightly times. I am puzzled by this pattern and the extended downtime. I reside in Oak Forest, IL, [redacted]. I also request an adjustment to our bill for the week without internet or cable for over 12 hours daily. I kindly ask for a prompt explanation and resolution.
Reported by GetHuman-jerdom on Thursday, August 13, 2020 2:01 AM
Dear Sir, I appreciate the heads up regarding nearing my 20GB limit. I would like to request the 1.5Mbps download and [redacted] Kbps upload speeds as advertised. The last speed test I conducted showed speeds of only .67Mbps for both downloads and uploads. This test was done using the nearest server to my home in Orange, VA. After residing in my previous house for 27 years and being forced to move due to its sale, I chose a location within the Comcast service area since I have been a loyal Xfinity/Comcast customer for over two decades. Upon requesting a survey to assess the cost of connecting to the service, I was informed that the connection point was [redacted] feet away from the house. Subsequently, I was quoted $12,[redacted].00 to facilitate the connection, which is financially unfeasible for me as a 74-year-old retired veteran on Social Security. Currently, I am heavily reliant on my mobile phone hotspot for basic online tasks. For instance, it took over 3 hours to download a 408MB file while updating my video drivers last night. Although you mentioned the availability of WiFi hotspots, the nearest ones are around two miles away from my location on either side of my driveway. It would greatly improve my online experience if I could access any of the hotspots in my vicinity. Thank you once again for bringing this matter to my attention. Sincerely, Richard Hinde [redacted] Kay Ln. Orange, VA 22[redacted]
Reported by GetHuman-rancherr on Thursday, August 13, 2020 11:36 PM
I am experiencing slow internet speed issues. I have a direct coaxial cable from the X1 junction box to my MB [redacted] cable modem, which was replaced when I upgraded to the X1 service. The modem is connected to my computer using an Ethernet cable via a 1 GB Ethernet card. After contacting Comcast support, a Motorola technician identified that the signal-to-noise ratio (SNR) on the 32 channels was too high (42.3 to 43.7), impacting the internet speed. The technician mentioned that the SNR should ideally be in the 30s with a maximum of 37. There were no other hardware problems with the modem. My Comcast plan promises at least [redacted] Mbps, but a speed test on Xfinity showed [redacted] Mbps, and speedtest.net connected to Comcast in Claymont, DE displayed [redacted].57 Mbps. It seems the issue lies with the Comcast signal rather than hardware problems.
Reported by GetHuman-jmirynow on Friday, August 14, 2020 12:29 PM
I currently pay $[redacted] a month for Xfinity Mobile. Our home services ended over a year ago due to financial difficulties, and we had to move to a hotel. My mobile bill increased because I had to keep the mobile services without having home services, adding $20 per line. After a car accident in December [redacted] where my iPhone XR ended up in a cow, I couldn't afford the insurance deductible. I tried to switch to a Galaxy Note 9 for my daughter but was then unable to get a SIM card due to an outstanding debt on my account. Now, I'm also covering my ex's line with unlimited data. The company suggested that returning the home equipment might help clear my debt. My bill was originally $[redacted] for two lines, but during the pandemic, I've accumulated a higher bill and set up a payment plan. I receive $[redacted] per month on disability and am eligible for their Internet Essentials program, but I've been struggling to get assistance despite reaching out multiple times.
Reported by GetHuman5164998 on Saturday, August 15, 2020 12:50 AM
I am currently paying $[redacted] a month for Xfinity Mobile. Previously, I had Xfinity home services but had to move due to a financial crisis. My mobile bill is high because of several reasons: 1. Xfinity requires you to have both mobile and home services, with an additional $20 per line if you cancel home services. 2. I had to replace my iPhone XR after an accident, but due to a delay in paying the deductible, I ended up with an additional phone and bill. 3. Trying to switch to an older iPhone was hindered by an outstanding debt on my account. 4. I am also paying for my ex-partner's line with unlimited data. 5. Xfinity promised to forgive my debt once I returned the home equipment. 6. Due to financial difficulties during the pandemic, I accumulated an outstanding bill and set up a payment plan, though I make $[redacted] a month on disability. I am trying to qualify for Internet Essentials, but have faced challenges and delays getting assistance despite meeting the criteria.
Reported by GetHuman5165755 on Saturday, August 15, 2020 11:43 AM
After being Xfinity internet customers for over a decade, we have noticed a decline in service quality with frequent outages lasting from minutes to hours. These interruptions have caused significant inconvenience, especially for work-related online meetings. Despite contacting Xfinity multiple times, following reset procedures, and investing in new equipment, the problem persists and has even worsened in frequency. Despite paying $65 monthly with no contract, the service does not meet our needs. We are no longer interested in any deals or incentives to continue and intend to cancel our subscription with Comcast/Xfinity.
Reported by GetHuman-cthillma on Tuesday, August 18, 2020 6:01 PM
Hello, I am Gwen Williams, the Property Manager for Treetop Condominiums at [redacted] Prince Place in Upper Marlboro, MD, [redacted]. I have been attempting to contact someone for over a month regarding cable wires running across the lawn from one building to another. I kindly request to schedule someone to rectify the cable installation issue promptly. The cable installers have been improperly installing cables within units by running them up walls and tossing wires over balconies. This practice is incorrect, leading to wires dangling along the sides of the buildings. Moreover, all cable boxes with light green tops are damaged, with exposed cables and protruding wires. This matter requires immediate attention, as continued disregard will result in halting Comcast's cable installations on the property. You can contact me at [redacted]. Your prompt resolution of this matter is greatly appreciated. Best Regards, Gwen Williams Property Manager
Reported by GetHuman5183266 on Thursday, August 20, 2020 6:58 PM
Hello, I am Theresa R., the Deputy Director of Life-Line. Currently, we have three accounts with Comcast and have encountered multiple issues this week. Despite speaking to various representatives, we have received conflicting information regarding our service problems. The most recent details incorrectly claimed non-payment, though a payment was made yesterday. Another representative suggested that the modem was disconnected due to business and house-related concerns. As an organization managing two sober living homes, we are facing significant challenges with our phone and internet service at one location, impacting the communication for residents on parole. I have been in touch with Jay D., who is unavailable due to a meeting, leading me to reach out via live chat. Please assist us with resolving the phone and internet issues promptly, as they are crucial for our operations. Thank you.
Reported by GetHuman-truybol on Thursday, August 20, 2020 10:50 PM
I am concerned about the technician who visited our home last Friday and accidentally cut our telephone line at the pole. Our phone service is crucial for our family members with health issues, like my father who relies on his pacemaker being connected to the phone line for monitoring. This incident has caused us a lot of stress and inconvenience. I am disappointed with the service provided by this company, especially considering we haven't even received the internet service yet that was supposed to be installed. We had to contact the phone company to repair the line, and if there are any charges, I expect Xfinity to cover them. The technician's explanation about trees causing the issue and promising not to cut any more lines is not acceptable. I have removed the trees near the pole as suggested, but I believe a refund for the internet installation is warranted. I originally reached out to Xfinity on August 6th to set up the internet service, and it has been nearly 3 weeks without any progress or updates on when the service will be connected.
Reported by GetHuman5189885 on Saturday, August 22, 2020 11:49 PM
Last week, I received two notifications for my Comcast TV cable bill payment of $[redacted].37 made on 8/18/20 through my bank's electronic bill payment system, which I have been using for years without any changes. Surprisingly, on 8/19, I got an email from Xfinity to my email account [redacted], confirming the payment of $[redacted].37 using a VISA ending in [redacted], which is inaccurate as I do not own a VISA card. Subsequently, on 8/21, I received another email from Xfinity acknowledging the same payment but without any mention of a VISA card. I am confused about the email on 8/19 at 2:35 PM referring to a VISA card that I do not possess.
Reported by GetHuman5194671 on Monday, August 24, 2020 7:06 PM
At around 12:30 p.m., my television screen froze. After restarting it, I received a message to check all connections, reset the receiver, and try again, but it didn't work. This issue persisted until 1:30 p.m., when I had to leave with my wife for a doctor's appointment. Despite following the directions multiple times, the problem persisted, and I was frustrated by the constantly repeating message. As I drove north on Arlington Heights Road from Parkchester Road, I noticed two of your company vehicles parked on the west side of the street with two of your employees working with cables, which seemed to be the cause of the issue. Instead of the unhelpful message, I wish you had informed customers about the maintenance work in progress. Finding this out only after leaving the house was inconvenient. I may need to consider canceling the services I receive from you due to this incident. I kindly ask for a timely response and a reduction in my next bill for the inconvenience caused. Thank you.
Reported by GetHuman5194871 on Monday, August 24, 2020 7:38 PM
I switched from Frontier Communications to Xfinity on 8/11/20 for internet and voice service. The technician initially set up the internet, but the next day everything showed "connected, no internet." After several failed tech visits and troubleshooting attempts, I finally sought help elsewhere. My Geek Squad representative managed to resolve the issue by re-configuring the network and passwords. Now, everything works fine but I received an invoice for services from 8/11/20 to 9/10/20, despite not having service until 8/21/20. The bill is asking for $97.00, which should be waived due to the delayed service activation.
Reported by GetHuman5195507 on Monday, August 24, 2020 10:38 PM
I own a Samsung A70 and recently visited the Xfinity store for assistance. A senior staff member replaced my phone with an A71 due to past issues. However, when the manager attempted to get help, we faced a long wait without any response from the team. Despite multiple attempts and asking if they could hear me, the representative seemed unable to assist and kept placing me on hold. Frustrated by the lack of support, I reached out to a local contact for help. My phone is now working, but attempts to contact the Xfinity rep have been unsuccessful, with long wait times and communication issues. I am seeking assistance and hope to speak with someone who can effectively help me resolve this matter. I can be reached at [redacted]. My name is Allen, and the last four digits you might request are [redacted]. I am looking for phone support as I have had challenges with email communication. Feel free to call at any time, and I will be available as long as my phone continues to function properly.
Reported by GetHuman-alleneu on Tuesday, August 25, 2020 2:59 AM
I recently received a letter from a collection agency claiming I owe Comcast $[redacted], which is inaccurate. Upon my move from NY to Dania, I returned all Comcast equipment to the UPS office on 3/18/20. Despite this, I have been receiving automated calls threatening to disconnect my service if I don't pay. To prevent further harassment, I paid $[redacted].17 on 4/14/20. When I tried to resolve this billing error with multiple agents, they were unhelpful and robotic in their responses. After being given a fax number to provide proof of equipment return, my attempts to send the documents were unsuccessful. The phone numbers I was given to verify receipt of the faxed material were also invalid. Despite paying $[redacted].63 for two months of service, I'm being told I still owe $[redacted]. This situation is clearly a mistake, and I need assistance in resolving it promptly.
Reported by GetHuman5197270 on Tuesday, August 25, 2020 3:18 PM
I reside in LaGrange, GA, and unfortunately, we do not currently have Comcast services. In the past, back in Philadelphia, PA, we utilized Comcast for cable, internet, phone, and security. Since moving here, we have had to settle for HughesNet satellite as it's the only option. We are eagerly awaiting Comcast's arrival in our area. We are ready to sign up with Comcast at any moment. We understand that expanding services is a business decision for Comcast, and we are hopeful that bringing their services to our area is in the near future. Previously, we found Comcast to be a bit pricey but reliable. We are now reconsidering and would love to become Comcast customers again. Thank you in advance for considering our area for expansion. We look forward to potentially doing business with Comcast soon.
Reported by GetHuman5197372 on Tuesday, August 25, 2020 3:42 PM
For the past 16 days, I have been experiencing issues with my Comcast Infinity Cable, Internet, and Phone service cutting out and freezing up. Despite being unable to speak with a real person after 22 attempts due to them attributing the problem to an ongoing outage in our area, on the rare occasion I reached a human representative on 8/22, the service appointment was rescheduled for 9/22 after a no-show on 8/26. The technician later identified the need for a new cable line, yet the problems persist city-wide, with the company still referring to an "outage" lasting 15 days. By persisting with calls and maintaining a record of relevant dates, I managed to secure a $92 credit for the days without service. Comcast/Infinity's justification of service delays due to Covid-19 is understandable, but they should also prioritize compensating customers for their service failures and difficulties in reaching a human representative, as I have spent over 30 hours addressing these issues.
Reported by GetHuman5198674 on Tuesday, August 25, 2020 8:36 PM
I purchased a prepaid Xfinity box in late June or early July with the assumption that there was a service line already connected to my home. However, I have been experiencing ongoing service issues and frustrating interactions with customer service. Despite multiple technician visits, the problem remains unresolved as each technician has identified the need for an underground line to be buried. They have all submitted tickets, but for over two months, the line remains unburied. Given that my child requires the internet for online school, I am deeply concerned. Additionally, my utilities have been marked twice, but no one has arrived to complete the dropline installation as promised. I urgently need a resolution to this situation for my child's education and would appreciate any assistance in resolving this matter promptly.
Reported by GetHuman-titobamb on Tuesday, August 25, 2020 8:48 PM
We have been experiencing an ongoing issue with one TV in our bedroom for more than a month. This TV is for recording and viewing, alongside our main living room TV. Despite replacing the TV box and remote at the Richmond store, the original problem persists. The TV now displays error messages and requires us to remove the SD card before eventually turning on, which is frustrating and confusing. We have been patient, but the situation needs to be resolved. If we do not find a solution soon, our next step may be to return to the Richmond store with the box and remote in the hopes of finding assistance.
Reported by GetHuman-meseban on Tuesday, August 25, 2020 10:30 PM
I recently reviewed my credit report and noticed a debt from [redacted] owed to Comcast. However, I have never lived at the address associated with the debt. When I reached out to the collectors to settle the bill, they confirmed an address I have never lived at, [redacted] S Graylock St. I have been at my current address for over 10 years and can provide identification and mail dating back that far to prove I did not open an account with Comcast in [redacted]. It is concerning that this occurred without verifying my identity through my license. Please send any correspondence to my actual address: L.D.K. Jackson [redacted] Jackson St. Philadelphia, PA [redacted] Email: [redacted]
Reported by GetHuman5201719 on Wednesday, August 26, 2020 6:38 PM
I need assistance with resolving an overdue bill. The bill is under my boyfriend's name, Michael Yehling. He has been awaiting unemployment benefits for over 12 weeks due to the pandemic. Unfortunately, all his funds have been used up, and I only found out when the cable was disconnected a few days ago. I live with my daughter at his place while I await disability approval. To avoid stressing me, he didn't share this situation with me. I wasn't aware the bills were unpaid for months, and I cannot afford to pay the full amount at once. My daughter, who is in sixth grade, needs the internet for her online schooling. I am hoping to make a partial payment to get the internet reconnected until Michael's back pay arrives to settle the bill completely. Please, if there is any way you can assist us, we would greatly appreciate it. You can reach me at [redacted]. Thank you, Rebecca.
Reported by GetHuman5204979 on Thursday, August 27, 2020 5:35 PM

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