Comcast Customer Service Issues

Archive 47

The following are issues that customers reported to GetHuman about Comcast customer service, archive #47. It includes a selection of 20 issue(s) reported June 5, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Last August [redacted], due to flooding, we have been trying to cancel or suspend our Comcast service. Despite a documented chat promising to cancel and refund us for the months we haven't used, we continue to be billed, with charges even increasing. Attempts through online chat and calls have been futile, with the last chat abruptly ending. Even though we have been requesting cancellation since last August, we received another charge for a full month of triple play services. We are frustrated with Comcast's inability to process our request and demand they stop billing us for unused services and issue the promised refund from last August. The situation of being displaced from our home is challenging enough without the added burden of Comcast's incompetence in suspending our services promptly.
Reported by GetHuman-ferrisco on Saturday, June 5, 2021 2:02 PM
Dear Forum Members, I've been experiencing consistent internet outages since January, which require me to reset my modem regularly. As a high school teacher working from home, this situation is becoming a significant issue. After contacting Xfinity on June 3, [redacted], regarding slow internet speeds, I was advised to exchange my modem, which I did on June 4th. During the modem exchange at the Xfinity store, I was informed that I qualified for a promotional rate of $[redacted] per month instead of the $[redacted] I was originally paying, with no change in service quality. Today, I encountered issues with my cable channels not functioning as usual. After speaking with a support agent, I was informed that I would need to pay $[redacted] per month to access my previous channels. Despite assurances from a "solutions" agent that their supervisor would call me back within 5 minutes, I did not receive a call all day. This situation appears to be a bait-and-switch tactic. If this matter is not promptly resolved by reinstating my previous channel access without additional charges, I will consider filing a Consumer Complaint with the Illinois Attorney General's office. Best regards, Monty A. [redacted] Hinman Ave. Evanston, IL [redacted]
Reported by GetHuman-montyada on Saturday, June 5, 2021 8:35 PM
I was informed at the store that my Internet service was not due until the 14th. However, while watching a movie, everything suddenly went black. After paying off my phone, it started acting up. I believe I am entitled to a refund as I have been without Internet and TV for over 2 weeks in the last 2 months. I am frustrated that I can't even send this email easily to you, which seems to be Xfinity's mode of operation - making it hard for customers to reach out. When I paid off my phone, I began experiencing issues, and it feels like your way of forcing upgrades on customers to make more money. I plan to switch to Sprint, AT&T, or Amazon next week as your service is subpar. Despite struggling to input my email, my phone number is [redacted]. I expect a call from you on Monday morning. If not, I will visit one of your stores at 10:00 a.m. to address these issues directly.
Reported by GetHuman-fatmanco on Sunday, June 6, 2021 8:03 AM
I have been a loyal Xfinity customer for a while both in Lebanon, TN and Gallatin, TN. Recently, I noticed discrepancies in my billing after deciding to add TV service from Xfinity again. Despite contacting several representatives, the issues have not been resolved satisfactorily. The quoted monthly fee I agreed to differs significantly from what I am being charged. The total bill, including additional fees and taxes, does not align with what I was promised online. These discrepancies may seem insignificant to the company, but they make a big difference to me. I expect to be billed accurately and am frustrated with the inconsistent information provided each time I contact Xfinity customer support. I hope to have this matter resolved promptly.
Reported by GetHuman-debjo on Monday, June 7, 2021 3:55 PM
Hello Comcast, I am writing to inform you that my family and I no longer wish to continue our cable service as we have received Free HD DVR boxes from you but find that your prices do not match those offered by DirecTV. We are considering switching to Verizon FiOS or another cable provider. I would like to provide my account number, [redacted] 05 [redacted], for you to deactivate the service on Monday, June 14, [redacted]. I kindly request that the deactivation occur on that day to allow for a smooth transition. I recall my stepfather, Samuel B., contacting you previously regarding this matter. Thank you for your assistance, and I hope you have a wonderful day. Goodbye.
Reported by GetHuman6164975 on Tuesday, June 8, 2021 8:36 AM
I have noticed that Comcast has removed two of my most frequently watched channels in the last couple of years. It seems like they may have taken the channels I enjoy and bundled them into a higher-priced package. I do not watch the approximately 50 Mexican channels provided, simply because I do not understand Spanish. I would prefer if Comcast removed all the Mexican channels and brought back the two channels I miss. Despite these changes, my bill continues to increase every few months. As I am no longer under contract, I would like to cancel all TV channels and keep only the cable internet service. There are many more affordable online options available. My current bill is around $[redacted] per month, with no movie channels included, let alone the two favorites that were taken away. I feel like Comcast's actions are misleading and result in overcharging without any reduction in cost when channels are removed. This situation feels like theft through deception. Thank you for listening.
Reported by GetHuman6168588 on Tuesday, June 8, 2021 7:46 PM
I've been without any agreements or contracts with Comcast/Xfinity for about 1 1/2 years now. I would like to reduce my Comcast services to solely having a cable line for internet use. I only require their services for an internet connection, nothing more. They have removed the only 2 channels my grandson and I watch, leaving me with over 9,[redacted] Spanish-speaking channels which I can't understand. I prefer not to negotiate or argue with them. I previously tolerated them taking away the NFL Network abruptly before the NFL season without warning. I believe they make service changes based on the channels customers watch. My only acceptable solution is to have them cancel my TV service while keeping the cable internet connection. I anticipate the cost of internet-only service may increase without the TV boxes and modem/router rentals. I now use my own modem and will return theirs once my TV service is terminated. It's important to note that I have no current contract with them after approximately 3 1/2 years of service, and my bill is up to date. Thank you for your attention to this matter.
Reported by GetHuman6168588 on Tuesday, June 8, 2021 8:25 PM
I've noticed that my account is being debited multiple times before the scheduled date. For example, I made a payment on May 24th, but on May 25th, I was charged again in the morning for a smaller amount, followed by a $35 fee from both you and my bank. Subsequently, the $79.03 that I paid initially was also withdrawn. This happened again this Monday, with two more $35 fees from you and the bank, and another withdrawal of the previous amount. In total, I have been charged $[redacted] in fees from you and $70 from the bank because of this issue.
Reported by GetHuman-abbybenk on Wednesday, June 9, 2021 12:16 AM
I need to set up new service at our recently purchased home in Naples, Florida. I attempted to call Comcast, but getting through to a live person was extremely difficult and frustrating. Setting up other utilities was much simpler in comparison. Our current account is in Colorado. You can reach me at [redacted]. The new address, effective June 14th, is [redacted] Dogleg Drive, Naples, Florida. We have inquiries regarding the current services provided. Thank you. -Dale
Reported by GetHuman-dalelort on Wednesday, June 9, 2021 5:03 PM
Just received a call from Rush Hospital in Oak Park, Illinois, which is located near my home. Answered the call expecting hospital information, but it was actually a recorded voice claiming to be Comcast asking for account details. Given the rise in spam calls and emails, I recognized this as potentially suspicious and chose to end the call. Thought I'd share this experience with others.
Reported by GetHuman-mdunkley on Wednesday, June 9, 2021 6:11 PM
I've been in the hospital with COVID and haven't been able to pay my bill. A customer service representative mentioned that if my bank account goes negative, I would get 6 months of service at no extra charge. I'm currently unemployed and need the internet to work. I'd like to arrange a payment plan to have my internet reconnected. What's the smallest payment I can make?
Reported by GetHuman6174937 on Wednesday, June 9, 2021 11:16 PM
I suspect a possible scam is occurring. I received two phone calls today from a call center. The caller, with a foreign accent, used the same script twice. The numbers displayed on my caller ID were [redacted] at 12:37pm and [redacted] at 10:40am. When I called back the [redacted] number, it said it was not in service. The [redacted] number had dead air for 3 minutes. The male voice asked for a family member not on the Comcast account and claimed there was an issue with the internet service, instructing to turn off the computer. I handed the call to a tech-savvy family member who hung up when he heard a different voice. During the second call, I declined to engage and ended the call. I suspect these calls are a scam to obtain account information. Thank you for looking into this matter.
Reported by GetHuman-phylkepn on Wednesday, June 16, 2021 5:09 PM
I had an appointment scheduled with an Xfinity technician for a home security upgrade on June 12th. However, the technician never showed up, and after several unsuccessful attempts to contact customer service, I found out they had rescheduled the appointment without informing me. I decided to cancel the installation, but was told it was not possible without the technician visiting. The lack of communication and inability to cancel the service has been frustrating. I recommend Xfinity immediately cancel the security installation, allow me to return to my previous plan without financial penalties, empower supervisors to address these issues, and ensure better communication regarding appointments. Additionally, there was a discrepancy in the pricing quoted over the phone versus in-store, which needs to be addressed.
Reported by GetHuman6226489 on Sunday, June 20, 2021 9:24 PM
In June [redacted], I initiated a voice landline contract with Comcast that included the Carefree Minutes Worldwide add-on for [redacted] minutes per month. Prior to that, I had a similar service with Carefree Minutes Western Europe for [redacted] minutes. However, I have noticed discrepancies in my billing for calls to the UK and Australia, which should be covered by the Carefree Minutes Worldwide. On reviewing my bill, I observed that the Plan Names listed are for Carefree Minutes Latin America [redacted] and Carefree Minutes Western Europe [redacted], although I do not make calls to Latin America. Despite my attempts to rectify the issue with the billing department, the log has not been corrected. It has been inconvenient to contact them every month to request refunds for the excess minutes used. I have considered switching providers, but I have not found a suitable alternative yet. I welcome any suggestions to address this matter.
Reported by GetHuman-japicker on Tuesday, June 22, 2021 9:47 PM
I, Thomas Shanks, residing at [redacted] Lamons Lane Apt [redacted], Johnson City, TN [redacted], am writing regarding a recent change to my service. Approximately two months ago, I noticed an increase in my bill from $[redacted] to over $[redacted]. I reached out to a representative and switched to the Flex box plan, which was supposed to include internet-based TV for around $[redacted] a month. After receiving and setting up the Flex box, I realized that I am still paying more than expected. I prefer email communication and kindly request to have my entertainment costs reduced to around $[redacted] per month. If this cannot be resolved, I will consider canceling my auto payment and switching to another provider. Thank you for addressing this concern.
Reported by GetHuman6267425 on Tuesday, June 29, 2021 10:24 AM
I recently got an email stating that a box was not returned. I received and returned a new box to the Xfinity store as I found the return process complicated at 84. The email threatens to cut off my internet if the box is not installed by August. I'm displeased with this threat, especially as my downstairs TV has no signal after attempting to set up the new box. I've tried troubleshooting by unplugging and replugging the HDMI2, but the issue persists. I contacted support and was advised to get a new box for the downstairs TV at an additional cost of $[redacted] for installation plus an extra $7 monthly on my bill, totaling over $[redacted]. Being on a fixed income, this is unaffordable for me. Despite my longstanding loyalty to Xfinity, I am considering switching to a different provider.
Reported by GetHuman6269656 on Tuesday, June 29, 2021 4:05 PM
I recently had Xfinity internet service installed by one of your representatives last Wednesday. I specifically requested a hard-wired connection over WIFI for security and reliability. Initially, everything was working well until I attempted to fix an issue with my Comcast phone service, after which the WIFI got activated with the 2.4 and 5 GHz icons flashing. I would like assistance in disabling the WIFI to go back to using a hard-wired connection. The agent advised against inserting anything into the reset hole on the back of the Arris modem as it might complicate the setup further. They also mentioned that WIFI is the default setting and would not resolve the issue. How can I disable the WIFI and avoid this situation in the future? Thank you, Sandy B.
Reported by GetHuman-sbeitsch on Friday, July 2, 2021 5:36 PM
Our internet is currently down, not just the WiFi. This has been occurring more frequently, with longer outages in the past week. Despite contacting Xfinity/Comcast, I was informed that everything is fine on their end. However, the internet is still not working. We pay over $[redacted] annually for this service and have noticed long wait times for customer service. When reaching a representative, communication has been challenging as they seem limited to a script. I suspect our 9-year-old modem could be the issue, as discussed with others. This outage is severely affecting my ability to work from home.
Reported by GetHuman6305956 on Wednesday, July 7, 2021 9:41 PM
On July 8th, [redacted], my house alarm was triggered at 4:06 a.m. as the back door was opened. At 4:08 a.m., motion was detected in my basement and the alarm was deactivated at 4:09 a.m. Despite attempts by the monitoring station to contact me and my emergency contact, we were not reached. I was disappointed that the police were not notified. When speaking with an online agent, I was told the alarm was deactivated at the same time it was triggered, which I believe to be untrue. Following a frustrating two-hour phone call this morning with your company, where I was transferred between departments without resolution, I have lost confidence in your services. I value my safety and if I am paying for monitoring, I expect it to be effective. At my age, feeling secure in my own home is paramount. I will explore other security service providers. I hope to receive a response soon.
Reported by GetHuman6308813 on Thursday, July 8, 2021 3:17 PM
I've contacted Comcast multiple times regarding cable wires lying on our lawn. A nearby customer had it installed in October [redacted] with the cables left on the ground since February. The cables cover four properties and pose a danger to residents, pets, and children. Despite calling six times and being given two work order numbers, nobody has resolved the issue. Comcast claims they can't assist me as I'm not a customer, but this is a safety concern affecting the community. Please address this promptly to prevent any injuries. Thank you. Ellen Pine
Reported by GetHuman6309332 on Thursday, July 8, 2021 4:37 PM

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