Comcast Customer Service Issues

Archive 35

The following are issues that customers reported to GetHuman about Comcast customer service, archive #35. It includes a selection of 20 issue(s) reported October 1, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
About a month ago, I experienced worsening internet issues. Despite paying for Gig speed, my connection was less than 300mg, often dropping to 200mg. This is a significant decrease from when I first got the service five months ago. Initially, the speed was twice as fast as my work connection. Lately, tasks like reading emails have become frustrating, with the phone constantly reconnecting. After contacting customer service due to work disruptions, a technician visited and identified an external connection problem but no one came to fix it as promised. When I called again, a rude representative threatened to end the call and falsely accused me of using profanity when I requested to speak to a supervisor. Another call resulted in a kinder but unhelpful representative resetting the connection without addressing the underlying issue. Despite providing a callback number, no one followed up. The modem manufacturer suggested adjusting the signal levels for my upstream connection, which might be related to the weak outside connection. However, subsequent calls to customer service didn't offer a solution. It's disappointing to receive such poor service for the high cost of my plan.
Reported by GetHuman-terri_we on गुरूवार, १ अक्टूबर २०२०, रात ११:३२ बजे
I am disappointed with the service provided during my switch from ATT to your company. I was promised a monthly rate of 60 dollars, including a TV box. However, it took three installation dates to get me set up, and even then, the box was missing. Despite promises, it took a week for it to arrive, along with an extra modem. An unpleasant call demanded the return of a modem within 72 hours, causing me inconvenience. Even after returning it, I am still facing issues and harassment. I hope my latest call resolves these problems, especially the overcharges and the unnecessary hassle caused by the modem situation.
Reported by GetHuman5325046 on शुक्रवार, २ अक्टूबर २०२०, दोपहर २:१० बजे
I received an invoice by mail for $[redacted].25, due on October 5th. Today, at 1:20 pm, I visited the Xfinity store to pay the bill using the in-store machine. The machine displayed a total due of $[redacted].55, the amount I intended to pay in full. However, upon checking my online account at home, I discovered that there is still $0.26 due on October 5th, causing confusion. The discrepancy in the math adds up correctly ($[redacted].25 - $[redacted].55 = $12.70), with a credit of $12.44 resulting in $0.26 remaining. The issue is why my account didn't reflect a balance due of $[redacted].81 after the credit was issued. This discrepancy made it unclear that there was still an outstanding balance, leading to confusion about the account balance after the credit was applied.
Reported by GetHuman-lojistx on शुक्रवार, २ अक्टूबर २०२०, रात ८:२१ बजे
I am extremely dissatisfied with my experience with Comcast. I contacted them on 9-29-20 regarding a "pedestal" issue, and it was a lengthy process to explain that resetting my computer was not the solution. Despite being assured that a technician would come on 10-1-20 around 11:00, they never showed up. We waited all day for them to call and visit, to no avail. Pictures of the problematic box are attached, as it urgently needs attention. I kindly request a response and for the issue to be resolved promptly. Sincerely, Mrs. L. Cruitt.
Reported by GetHuman5329538 on शनिवार, ३ अक्टूबर २०२०, शाम ७:१३ बजे
My father had Xfinity/Comcast services in his apartment in Houston. After he moved in March, the service was discontinued, and the equipment was left at the old apartment office until I personally brought it to the Voss Rd. office on June 21st. Despite this, my brother-in-law is still receiving bills. I am looking to resolve this issue as the one who returned the equipment. Please investigate the account under J.E. Hughes on Barryknoll in Houston, TX, for services that were stopped in March. I, Marilyn Smith from Austin, TX, returned the equipment on June 21, [redacted], to the Voss Rd. location. My brother-in-law, Brent Rudd in Grapevine, TX, has been in touch with Xfinity numerous times regarding this matter. Please review and update me on the progress. Thank you for your assistance in helping us settle my father's affairs after his passing. - MSmith
Reported by GetHuman5331324 on रविवार, ४ अक्टूबर २०२०, दोपहर १:४१ बजे
I have been a Comcast customer for 5 years, utilizing their security, internet, and cable services. Due to renovations, we are currently residing in a temporary house. When my wife called Xfinity for guidance, she was directed to Xfinity Mobile to buy a modem. The initial purchase on Sept 18 resulted in receiving a vehicle spill kit instead of the modem. It took several hours to rectify the error, and a replacement modem arrived on Oct 2 after the incorrect shipment was returned. However, we are unable to use the replacement modem as the activation process is encountering issues. Despite multiple calls to Xfinity support, including interactions with supervisors, we have not been able to resolve the problem. We provided the account number [redacted][redacted] but have not received the promised callback from the escalation team within 24 hours. My wife may have caused confusion by purchasing the modem under her name and contact information. We are frustrated with the lack of progress and are considering switching providers if the issue persists. We urgently need assistance to ensure our service is up and running smoothly.
Reported by GetHuman5331522 on रविवार, ४ अक्टूबर २०२०, दोपहर ३:१० बजे
I was under the impression that my payment arrangement would be activated within 24 hours as discussed in the app's assistant chat. However, I am now facing an issue where I am suddenly blocked from making payments. This seems very inconsistent, as I had successfully set up a payment arrangement just last month. It almost feels like someone on the team is upset. Despite discussing the matter with a manager who was willing to approve the arrangement, the chat ended abruptly. I believe checking the chat history would confirm this. I have already scheduled the payment for the 8th, whereas my actual due date is the 9th. Being cut off before the payment date seems premature given the guidelines stated online. As a loyal customer for over 20 years, I have always honored my arrangements promptly. I kindly request the service to be reinstated until phone lines are available, or even better, restored now since I have already set up the payment online. - J. Drake
Reported by GetHuman5332399 on रविवार, ४ अक्टूबर २०२०, रात १०:१० बजे
There was an error in transferring my 91-year-old father's phone number from ATT to your service. Instead of securing his existing phone number, you assigned him a new one without his consent. Despite our call to address this issue, you advised us to contact ATT to recover the old number. Regrettably, the phone has now been disconnected, leaving my father, Thomas Migliaccio, without a reliable means of communication. It is distressing that we are now responsible for rectifying your mistake. The lost number was [redacted], while the new number you provided without his knowledge is [redacted]. As this is an urgent situation due to my father's health concerns, I, Rick Migliaccio, along with Tracy Migliaccio, have been unsuccessful in resolving this matter. Please urgently contact us at [redacted] to address this critical situation, as my father is at risk of falling.
Reported by GetHuman2913709 on सोमवार, ५ अक्टूबर २०२०, दोपहर ४:२८ बजे
Yesterday, I spoke with an agent about extending my payment. She set up a promise to pay using my credit card details for Wednesday, 10/14/20. Despite ensuring my services wouldn't be interrupted, they were still turned off. I need someone to review our conversation and fix this issue promptly. I am contemplating canceling all my services with Xfinity. Please contact me urgently at [redacted].
Reported by GetHuman-tnrosegi on शुक्रवार, ९ अक्टूबर २०२०, दोपहर २:४९ बजे
I am a customer with accounts at three business locations and also a resident. The Wi-Fi at all these places is weak, and despite multiple calls from my management team and spouse to customer service, the help received was inadequate. The service is poor with weak signals, and the customer service for billing is subpar despite timely payments made regularly. As a business owner, I feel let down by the lack of care shown by the company. I would appreciate it if Mr. Tom could contact me either at his convenience or via the email provided. Thank you and have a blessed day.
Reported by GetHuman5350285 on शुक्रवार, ९ अक्टूबर २०२०, दोपहर ३:४६ बजे
On September 30, [redacted], we had a new business service installed, including phone, fax, and internet, which are all now operational. The technician also recommended Xfinity for our TV, which is working well. He set up a new personal modem and a separate Comcast connection for our home system. Initially, everything was working fine, but after 2-3 days, the home modem stopped working intermittently despite rebooting efforts. I connected my computer directly to the business modem using an ethernet cable to ensure connectivity. Despite troubleshooting, the modem continues to malfunction with only the power light on. Comcast assistance was sought, but the issue persists, and I am currently using the business line for internet access. I need to identify the root cause of this problem and have it resolved promptly.
Reported by GetHuman5110606 on शनिवार, १० अक्टूबर २०२०, रात १:५५ बजे
There is currently an outage affecting my Comcast service in Greeneville, TN (ZIP code [redacted]). After speaking with four neighbors, it appears the issue is widespread, not isolated to just my residence at 29 Lobo Loop. Despite explaining this to a technician, my appointment is still set for October 20, [redacted]. It seems like a larger problem like a main transmission line issue. I urge Comcast to send a crew to investigate promptly. I am concerned that contacting a manager directly is challenging without a local office. If the problem persists, I may explore solutions with the city mayor. Thank you.
Reported by GetHuman5365535 on बुधवार, १४ अक्टूबर २०२०, दोपहर १२:१६ बजे
The installation at [redacted] 99th Ave SE has not been completed despite repeated requests over the past two months. The Xfinity line is dangerously placed at the top of the stairs in everyday use. The local coordinator has contacted the crew numerous times with no response, causing a potential hazard. Abby Folsom seeks guidance on how to compel completion of the installation to ensure safety at the location in Lake Stevens, WA.
Reported by GetHuman5369880 on गुरूवार, १५ अक्टूबर २०२०, दोपहर ३:१९ बजे
I am a widow and do not have anyone else to provide an alternate login or phone number to avoid being blocked from my Xfinity account. This issue occurred months ago and has resurfaced. I was asked to provide a different email for login, but I do not have one. I am unsure why this is required as not everyone has multiple email addresses. After being locked out of my account, a representative assisted me in resolving the email issue, but then insisted on changing my password, despite having done so recently. I am the sole user of this computer and do not understand the need for frequent password changes. If this is a biannual requirement, perhaps switching to another company like Hughes Net or Century Link would be more suitable. I request a written explanation for the mandatory changes and find it unjustified to be locked out and forced to modify my login credentials without legitimate cause.
Reported by GetHuman-ajspauld on शुक्रवार, १६ अक्टूबर २०२०, रात ९:३७ बजे
I've been attempting to set up new service for over a month now. The installers they've sent have been incorrect, idle, and unproductive. Despite their promises, none have provided me with a job number for tracking purposes. I am seeking a status update for the installation at [redacted] McKay Road, Alvin, TX [redacted]. I have already submitted the $50 installation fee and would like to know the expected completion date or at least receive an estimation. On a side note, I am not satisfied with the phone customer service.
Reported by GetHuman5377460 on शनिवार, १७ अक्टूबर २०२०, शाम ७:४८ बजे
Yesterday, I made a payment to Xfinity that was a stretch for me financially due to concerns about COVID-19 exposure at work. However, Xfinity is insisting on full payment before restoring my service. Despite making two other payments during the pandemic period, I am frustrated by their lack of understanding. Attempting to resolve this via phone has been fruitless as I cannot reach a live customer service representative. The automated system only requests additional payments without providing clarity on deadlines. This experience has left me disillusioned with Xfinity and questioning their customer care during these challenging times. It's disheartening to realize who you can truly rely on when faced with difficulties like this.
Reported by GetHuman5377728 on शनिवार, १७ अक्टूबर २०२०, रात १०:१० बजे
My name is S. Buckle. My cable service went out on Thursday night, 10/08. I contacted the Conyers, GA (Rockdale County) Comcast office on 10/09. The employee spent around 1 1/2 hours troubleshooting with me. The same troubleshooting occurred on Saturday the 10th and Sunday the 11th. They scheduled a technician visit for the earliest available slot on Thursday the 15th between 8am - 10am. Ricky arrived promptly at 8am on the scheduled day. He spent about 1 1/2 hours inside my home, frequently going back to his Comcast/Xfinity van. It seemed like he lacked proper training. I was surprised when I was charged $[redacted].86. It felt like a scam. My TV was still not working properly despite the technician's visit.
Reported by GetHuman5381179 on सोमवार, १९ अक्टूबर २०२०, दोपहर १२:३६ बजे
I am William Olson, previously residing at [redacted] King Hill Drive, North Ogden, UT [redacted]. I signed up for Xfinity internet service this summer knowing we would be moving once the house was sold. We sold the house, moved out on 9/15, and canceled the service until we settled in our new residence. However, upon moving in, Xfinity notified me they couldn't provide service at the new location. Now, I am attempting to settle any final bill (if applicable) but have been unsuccessful due to my closed account. Despite numerous attempts, I have been unable to make progress as my account is inaccessible. I have spent extensive time speaking with automated systems without resolution. I kindly request assistance in determining if there is a remaining balance. The email provided, [redacted], and phone number [redacted], have been unsuccessful in receiving responses or callbacks. Thank you for your help.
Reported by GetHuman5382007 on सोमवार, १९ अक्टूबर २०२०, दोपहर ३:३४ बजे
On October 19, [redacted], I upgraded my Internet Plus Instant TV plan on your website. While upgrading, I faced several issues: 1. The system prompted me to return equipment, although I use my own and have not been charged for equipment before. 2. I was required to order an Xfinity box to proceed, even though I wanted to use my own equipment. I sought help via chat, where the staff advised me to order the box and that the issues would be resolved post-order. 3. After placing the order, the chat disconnected abruptly. I request the following actions: 1. Remove the $5 monthly fee from my billing. 2. Confirm that I have never had Comcast/Xfinity equipment and eliminate any such indication. 3. If unwanted equipment is on its way, cover the return costs. 4. Kindly provide a response to this customer service issue. Dave Stow [redacted] Hackberry Pl. Davis, CA [redacted] [redacted]
Reported by GetHuman-arcdezig on मंगलवार, २० अक्टूबर २०२०, रात २:२० बजे
Hello, my name is Belva. I received my starter kit from UPS approximately 10 to 15 minutes ago. When I opened the package, I noticed some parts in the modem were sliding back and forth. I'm unsure if this is normal or if the modem is damaged. I'm hesitant to set it up now. I tried contacting Xfinity, but I only reached a recording and now I'm unsure of what to do next. I just wanted to make the company aware that the equipment may have been damaged during shipping as there are parts moving inside the modem. Thank you.
Reported by GetHuman5386346 on मंगलवार, २० अक्टूबर २०२०, दोपहर ४:४६ बजे

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