Comcast Customer Service Issues

Archive 43

The following are issues that customers reported to GetHuman about Comcast customer service, archive #43. It includes a selection of 20 issue(s) reported February 11, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My name is Don M. I am a [redacted]% disabled veteran on a very tight budget. About a year ago, you kept increasing my bill and charging me for over data usage on the internet and movies I didn't rent. Despite speaking with multiple representatives and supervisors, the issue was not resolved until Patrick intervened after I filed a complaint with the FCC. After being offered a new plan with unlimited internet data, I enjoyed 8 months without any problems. However, I was recently charged $30 for data overage, resulting in a total bill of $[redacted].38. I paid $[redacted].38, and I've been trying to reach out to correct this, but only the automated system is available. Please address this issue concerning my account ending in [redacted] at 37 Sedgefield Cv. Thank you in advance, La Don.
Reported by GetHuman5743295 on Thursday, February 11, 2021 3:12 PM
I'm eagerly waiting for my phone to be switched to Comcast. A technician came on Monday but was unable to complete the setup. He mentioned that he would escalate the issue for another specialist to handle and create a new ticket. Unfortunately, he left without informing me about the next steps or scheduling another service appointment. Since only my landline is active, and my current phone service has been disconnected, it is urgent for me to have my phone activated. I kindly request for an agent to reach out to me via email so I can provide more details about the problem. Once my phone service with Comcast is active, I can use it to communicate. I am unsure if another technician is scheduled to visit as I was not informed. Thank you for your assistance.
Reported by GetHuman5743531 on Thursday, February 11, 2021 3:53 PM
My husband and I recently sold our house and bought a new one, only to discover that there is no landline service available at our new address. I contacted Cox to explore our options. My husband has used the same phone number for 40 years, also serving as his business number for nearly 30 years. I stressed the importance of retaining our number when we disconnected services at our old address. Initially, Cox assured me they could suspend the service until we had a new provider to port the number to. However, upon notifying Cox that we found a company to transfer the number, I was informed that the phone had been disconnected, and they couldn't assist since the number belonged to Comcast of Nebraska LLC. Despite trying to contact Comcast or Xfinity, I couldn't reach a person due to their service area limitations. This situation is causing significant stress as my husband's business relies on this number. In addition to the moving costs and financial strain from the pandemic, having to redo all business materials is an additional burden. We are desperate to recover our phone number.
Reported by GetHuman-modiet on Thursday, February 11, 2021 10:32 PM
In mid-March, I visited the local Comcast store to reduce my nearly $[redacted] monthly bill by making some changes as advised by the staff there. I returned one of my boxes and canceled service for a TV. I opted for basic cable, which I was told would amount to $[redacted] per month. I was assured the changes would be effective the same day. However, upon returning home, I found that only about 9 basic channels were available, with the extra channels canceled. When I received my recent bill after almost a month, I discovered I was still being charged for the full [redacted]-channel bundle from the day of the changes. Not only that, but prorated charges were also added to my bill, resulting in an unexpected increase instead of the expected decrease. Despite downgrading and removing a box and service, my bill has not reflected the changes as promised.
Reported by GetHuman5758674 on Wednesday, February 17, 2021 6:53 PM
For over three days, we have been without internet or TV. There has been no explanation for the outage, no estimated time for a resolution, and no details on the steps being taken to fix the problem. It is frustrating that there was no preventive measure in place. The customer service messages have been unhelpful, only stating that the problem will be resolved soon, without any real updates. Even the on-screen message advising to unplug and restart the TV seems impractical. It is concerning how little information has been shared with us, the paying customers, regarding compensation or progress. The lack of communication and responsibility during this outage is disappointing. Sincerely, Dennis F.
Reported by GetHuman5759369 on Wednesday, February 17, 2021 9:35 PM
Since April [redacted], I've been using NetExtender in Tucson to connect with my employer in Denver. The connection consistently drops, despite Comcast replacing the cable line, visiting both my house and the Denver office, all without a solution. According to our tech support, this issue lies with Comcast. It disconnects daily, sometimes multiple times a day. For instance, last Wednesday, Feb 17, my NetExtender was down all day. After contacting Comcast, they acknowledged the issue is in Tucson. Today, the problem persists, prompting me to request a diagnostic test from Comcast. Interestingly, when I am in Phoenix using Xfinity, I don't encounter this issue, further indicating a problem specific to Tucson. Despite numerous attempts and visits from Comcast technicians, the problem remains unsolved after almost two years. Any assistance would be greatly appreciated.
Reported by GetHuman5773439 on Monday, February 22, 2021 3:37 PM
I would like to switch my current residential account to a Business Account with Comcast in order to include a Comcast landline. In April-May [redacted], Comcast provided small businesses with the opportunity to close their accounts due to the Covid-19 pandemic. I completed the application with an electronic signature through a representative, and it was approved. After some time, Comcast informed me that they did not have a copy of my application and requested records of my discussion with their representative, which are currently in storage in my former office. Despite my business being classified as Non-Essential in Michigan, leading to its closure and my relocation, Comcast failed to update me on any progress except for a billing of $[redacted].32, which was sent to a collection agency. I have reached out to both collection agencies without resolution. I have not heard back from the Comcast Business Department. Can anyone assist in resolving this issue? - Patricia Armstrong, PhD.
Reported by GetHuman5780553 on Wednesday, February 24, 2021 3:25 PM
We have been Comcast subscribers for many years and are looking to reduce our monthly costs. Currently, we pay $[redacted] for telephone and wifi services and are considering discontinuing the telephone service if the monthly fee could be lowered by at least $60. Additionally, we have a concern about the backup contact system in case of service disruptions. Despite having 3 household members, the account is only in the name of 2 individuals. Comcast does not accept the cell numbers or email addresses of the account holders for backup contact, leading to inconvenience as the contact information of the 3rd individual, who is not always available, is used. It would be helpful if Comcast could implement a 2-step backup contact system where the account holders' information is attempted first before resorting to contacting the 3rd person.
Reported by GetHuman5781654 on Wednesday, February 24, 2021 8:04 PM
I would appreciate if you could review the detailed history of the ongoing issue I've had with my TV service. Both the TV and the box are not receiving power or a signal. I've been trying to schedule a technician visit since the 20th with no success. My age and health condition make it difficult for me to repeatedly provide information I've already shared and that should be documented in your records. Please refrain from asking about my computer or offering updates unrelated to the TV service I'm paying for. I've experienced significant frustration due to the lack of service, and if my future assistance is not related to resolving the TV problem, I may need to seek legal counsel.
Reported by GetHuman-flwilli on Wednesday, February 24, 2021 9:23 PM
I don't use my credit card online. On Tuesday, February 23rd, I called because my bill increased by $26. I was informed that my 24-month promotion was over, and a new one was set up. The agent accidentally terminated my phone service, which I only found out about on Wednesday morning. After speaking with several agents for over two hours, costing me about $[redacted] on my cell, they initially said I might lose my phone number. I insisted on keeping it. They assured me they could restore it within 24 hours, but it's been 28 hours, and my phone service is still not working. I'm eager to know the current status. My account number is [redacted], Diane S., at [redacted] East Shore Drive, Fox Lake, Illinois, [redacted].
Reported by GetHuman-stackdi on Friday, February 26, 2021 12:02 AM
I am experiencing a significant issue either with the service or the X1 DVR. The problem began on 2/25/21 at 10 pm (EST) and persists. The DVR is displaying 'boot' with only the letter b in bold. I have attempted to reboot several times at various intervals over several hours. The TV signal returns briefly but then freezes and goes back to displaying 'boot.' Upon contacting Comcast when the issue started, I was informed of an outage in the area. I waited until 6:30 am (after maintenance hours) to call again and was informed that there was indeed an outage. When checking the outage site, the same message was displayed. I initiated a chat from the site and was told that there are no outages in my area. I have been unable to reach an agent but suspect that the issue lies with the DVR. I rebooted the box again at 7:25 am, and eventually, it did boot up. However, the process did not seem typical, and the TV signal only returned for a few minutes before going back to displaying 'boot.' I have arranged to have the DVR replaced today.
Reported by GetHuman5786792 on Friday, February 26, 2021 12:33 PM
For the last two weeks, my internet keeps cutting out, causing issues with my VPN while working from home. Despite three technicians visiting, including one replacing the cable wire, the problem persists. This ongoing disruption has resulted in missed workdays for myself and a missed school day for the kids. I am anxious about the upcoming weekend as I have deadlines to meet. It is concerning that customer service responses only lead to voice recordings without a tech assistance. Scheduled maintenance during non-work hours, like evenings or weekends, could benefit customers reliant on the service for work. Living in this neighborhood since October, I am uncertain if this issue is a regular occurrence. Clear communication on when the problem will be resolved is crucial for me to make alternative arrangements.
Reported by GetHuman5788991 on Friday, February 26, 2021 10:56 PM
I am not a Comcast customer, but there is a cable wire hanging low across my driveway, attached to my house. The previous owner had Comcast. I contacted Comcast on Monday to address this issue, but there has been no response yet. I am concerned about the wire hanging so low, as my neighbor and I share a driveway, and he is having difficulty driving around the cable. Location: Weirton, West Virginia, [redacted]. Thank you, Kathy L. [redacted] [redacted]
Reported by GetHuman5803218 on Wednesday, March 3, 2021 2:45 PM
I am completely dissatisfied with the $[redacted] charge on my account. I chose self-installation to save money, but after setting up the equipment, I had no signal. Upon contacting customer service, the representative was unable to resolve the issue, and a technician had to be dispatched. Despite being informed that the $[redacted] fee would apply if any fixes were needed inside the house, the technician discovered that the wire was not even reaching the house from the outside pole. This issue was beyond our control, and yet I am still being charged the $[redacted]. While a representative offered a $30 credit, they insisted that the technician visit was a billable charge. It feels as though customers are now expected to climb power poles and connect their own cables. The situation raises the question - if we had climbed the pole and followed instructions to set it up, would I have been considered an employee and compensated? Receiving only a $30 credit is not satisfactory, and I wanted to express my dissatisfaction as a customer.
Reported by GetHuman5803414 on Wednesday, March 3, 2021 3:39 PM
Unknown to Diana and me, our Xfinity phone and security bill started coming via text to my basic cell phone without messaging capabilities. We did not request this service and prefer to receive our monthly bill by mail as we have in the past. We have a long history of timely payments. Since I am unable to reach a live person through automated support, I kindly request that our billing address at [redacted] Alamance in Baytown, Texas be switched back to traditional mail. Feel free to contact me at [redacted] for further discussion. Please ensure that the representative can communicate clearly in English, as this has been an issue. Both the February and March bills were paid by check and mailed on Tuesday, March 2, [redacted]. Any assistance in resolving this matter would be greatly appreciated. Thank you, David Corder.
Reported by GetHuman-ddcord on Thursday, March 4, 2021 4:12 PM
Today at Was-Mart, a representative from Xfinity approached me and inquired about the services I had. When I mentioned Xfinity, she replied with "Chernobyl" before leaving. This comment felt derogatory to me due to my Asian/Pacific island heritage. As a college educated military retiree of over 20 years, I found her remark offensive, implying I was unwanted or radioactive. I am now considering discontinuing my service with Xfinity as I do not wish to support a company that tolerates such behavior. I am saddened by this experience and may contact the local news to share my story. I was respectful to the representative and did not expect to be met with bigotry and hatred in return.
Reported by GetHuman-eglingad on Monday, March 8, 2021 12:21 AM
A technician from Comcast visited [redacted] West St., Sebastopol [redacted] to relocate a line on the PG&E pole. Unfortunately, during the process, my quince tree at the base of the pole was damaged. The technician also left some equipment and tree debris around the area, which is concerning as it's near a local high school. The metal foot steps added to the pole seem unsafe. Previous service providers never caused such damage. I would appreciate an apology and the removal of the equipment and tree remnants for safety reasons. I am not a Comcast customer but reside near the PG&E pole. Thank you. - Kit Carson
Reported by GetHuman5820283 on Monday, March 8, 2021 5:30 PM
I received an email regarding an update to the online security system for my account. It mentions the need to complete some forms to ensure full protection. I want to confirm if this email is legitimate or if it could be a scam. The email is signed by Xfinity customer care.
Reported by GetHuman5822020 on Tuesday, March 9, 2021 12:09 AM
A technician from Comcast visited *** West St., Sebastopol ***** to move a line on the PG&E pole to a different location. During the process, my quince tree near the pole got damaged, metal steps were installed on the pole, and debris from the tree and equipment was left behind. This situation has upset me greatly. In the many years that PG&E, AT&T, and Comcast have serviced the area, no one has caused this kind of damage or left a mess like this before. The metal steps on the pole near a high school pose a safety risk to passing students. I would appreciate an apology and for the area to be cleaned up, including removing the metal steps from the PG&E pole. I don't have a Comcast account, but I reside close to the PG&E pole. My name is Kit Carson from *** *** ****. Please address this issue promptly.
Reported by GetHuman5820283 on Tuesday, March 9, 2021 12:33 AM
I relocated in early January [redacted] and promptly canceled my service. Despite returning the equipment to the Federal Way store, the calls persisted. The new occupants of [redacted] 13th pl in Federal Way confirmed they have the receipt. Unsurprisingly, a bill arrived due to mail forwarding. Attempts to contact customer service ended in frustration as my account is no longer active. The automated system could not recognize my details. The constant loop of needing a valid account felt exasperating. Being considered a non-customer, receiving a bill is perplexing and unnecessary. Please investigate and cease the billing. L. Redeker
Reported by GetHuman5823987 on Tuesday, March 9, 2021 4:11 PM

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