ComplaintsforComcast Corporation

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've just spent the better part of 3 hours on the phone or trying in some way to communicate with Xfinity. The organization is so large that they cannot properly process customer issues or concerns.I raised a complaint (or what I believe to be one *************)My contract has expired, I was not notified about this, Other companies generally send you an email, Xfinity, no, they will let it roll over into an unagreed contract with an unagreed price.My new billing amount is a 68% increase to what I pay today, I've tried to make a complaint although I'm told I will be getting a call back. I'm shocked at this poor business practice, we've been with xfinity for a while now and I've never had this problem before or with any other provider. Everyone should be mindful of this and how it is a potential 68% increase to your billing if your contract has expired, but guess what, you need to keep track of that yourselves as they won't tell you.

  Business response

  02/12/2024

  ******** *** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************** ***       ***************************             ****************************************             *********** *****               **** *******                    ********             **** ** *******             ******** ** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On February 6, ****, I spoke with ******************** regarding a billing concern. Our records indicate that the current 12-month Gigabit Extra Internet promotion will soon end on February 14, ****, and on February 15, ****, retail rates will become effective.
  
  On February 6, **** ******************** accepted a new 12-month promotion for Gigabit Extra Internet and xFi Complete effective February 6,**** through February 14, ****. At the end of the promotional period, retail rates will apply. ******************** also receives a monthly discount for enrollment in both EcoBill and AutoPay. Should enrollment in either be cancelled at any time, the associated discount will be removed.
  
  I offered an apology for any inconvenience that *** have been experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  ****************
  Elite Customer Experience

  Customer response

  02/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Never had an account with this company but they posted on my credit report that I did. They are unwilling to fix the problem and remove from my credit report.

  Business response

  02/07/2024

  ******** ** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************************   *** *************************** **************************************************************************** **** *************** **** ** ************** *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to the Better Business Bureau by ********************************
   
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
  
  On January 31, ****, a Comcast ***************** Assurance technician contacted ******************************* to discuss his concerns and apologize for the inconvenience or frustration he experienced.  The technician advised **************** of the above information. The technician advised **************** that the Comcast Privacy Policy can be found online at www.xfinity.com/privacy. The technician provided their direct contact information so that **************** can contact them with any further questions or concerns.
   
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  **************
  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet outages 4 days in a row and Comcast has told me to wait for a reimbursement. As well this company makes it nearly impossible to speak to anyone because they know their level of service is unacceptable.

  Business response

  02/07/2024

  ******** ** ****   *** ** ***** ********** ** * ******* ************ **************************************************************************************************************************** ********************** ************************* ****** ** ***** **** *************** **** ** ************** *** ****
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  I made several attempts to contact **************** via telephone and email. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that Mr. ******* service was affected by several outages in his area from January 21, **** through January 16, ****. On January 21, ****, an outage was reported and was resolved on the same day, after Comcast's maintenance team corrected the issue causing the outage by adding a power pack. On January 22, ****, an outage was reported which impacted multiple customers. On January 22, ****, Comcast's maintenance team identified and corrected the issue causing the outage by replacing the *** hardware. On January 23, ****, an outage was reported and resolved on the same day after Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. 
  
  Then, on January 24, ****, an outage was reported which impacted multiple customers. On January 24, ****, Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. On January 25, ****, the service was affected by an outage, causing the loss of service for multiple customers. On January 25, ****, Comcast's maintenance team identified and corrected the issue causing the outage by resetting the **** On January 26, ****, the service was affected by two outages in the area. On January 26, ****, Comcast's maintenance team identified and corrected both outages by repairing failed equipment. A review of the account shows that no additional outages have been reported. The equipment is online, and the signal levels are within specifications. 
  
  On January 24, ****, a one-time service adjustment was applied to the account. On January 21, ****, a service adjustment was applied for services billed from January 21, **** through January 26, ****. The credits were reflected on the January 28, **** billing statement. Contact with **************** is needed to address any additional concerns. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations 
  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a veteran 69 years old residing in a senior citizen building with cable service provided by xfinity and my cable service sound and picture has been freezing for over 2 months now so in the month of December xfinity sent a technician out twice one before Christmas, who did nothing and the other on 12/28/2023 who told us that something within the fibro optics is causing this picture and sound to freeze and the engineering department is working on fixing the problem. It has not been fixed yet as of today. I pulls up my bill to and they are charging me $100.00 for that visit under one time charges. They claim they credited $50.00 to my account. I have limited basic cable and this limited service with this freezing issue going on should be under the $212.49 that I'm paying now until they fix the problem. Prior to me reaching out to you I set up a call back from the billing department and the representative acted as if she couldn't understand as if there was some sort of language barrier. I hope in my attachment you can see where they want me to pay $422.00. If there was another provider servicing this building I would definitely try them. It's a shame all of us seniors utilizing this service here have to go thru this. The second technician told me that a roku smart TV would stream the xfinity service, but I can't afford that and pay for cable service. I hope you can remedy my situation.Thanks ***********************

  Business response

  02/07/2024

  **** ** *** *************** ** **** *** ** ***** ********** ** * ******* ************ **** ****************************************************************************************************************** ************************** *************************************************************************************************** **** *************** **** ** ************** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Records reflect on December 27, ****, a service visit was completed, at which time the technician coded the cause of the issues as customer education. On December 28, ****, a service visit charge was assessed.
  
  On January 24, ****, I spoke with ************ to review his concerns and scheduled another service visit to be completed on January 25, ****. On January 24, ****, a credit was applied to the account for the aforementioned service visit charge. This will reflect on the February 20, ****, billing statement.
  
  On January 25, ****, a service visit was completed during which time the technician determined that the outlet required an electrician to replace, and so he subsequently installed an external outlet line to provide service to that outlet. 
  
  On January 21, ****, I spoke with ************ and he confirmed the service was working correctly. On January 31, ****, a credit was applied to the account for one month of service. This credit will reflect on the February 20, ****, billing statement.
  
  On February 7, ****, I spoke with ************ and confirmed that the external wire will sit outside the wall and in-wall wiring would need to be completed by an electrician, or he may continue to use that line indefinitely. I apologize for any inconvenience he may have experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations 
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Comcast killed my access to my email, my lifeline that has cost me well in excess of $5,000 in lost prizes and business. They had over three months to fix it. And in there security team, committed federal offenses. By mailing my personal info to old address. They promise to call back and maybe 1 in 10 times do. I have to call back. They blocked me from the corporate phone number. The executive care pass the buck to security. That insults me. Today I had the multiple promises they would call in ***** hours. That was last Monday hours earlier, and no call! They expect screwed customers to call phone numbers with only robotic self help, that is no help!I want the Top customer service person, last known as *************************, call me with a resolution. The rest of the executive customer care that supremely failed need to be fired.I would prefer the *** call me, because it is oblivious they do not care about there customers.

  Business response

  02/06/2024

  ******** ** **** ****** ******** ****** **** *****************************************************************************************************************   ***     ******************************* **************************************** *********** ** ***** **** *******                ******** **** ** *******              ******* *** ****
  
  Dear Sir/Madam: ************ letter is in response to the above-referenced complaint submitted to your office by ********************************
  
  On October 10, 2023, ****** announced a vulnerability in software used by Xfinity and thousands of other companies worldwide and issued a patch. Xfinity promptly patched the ****** vulnerability within its systems. Xfinity further implemented additional mitigation guidance from ******, which ****** released on October 23, 2023,after determining that its patch did not fully remediate the vulnerability.However, during a routine cybersecurity exercise on October 25 and 26, Xfinity discovered suspicious activity and subsequently determined that between October 16 and October 19, 2023, there was unauthorized access to its internal systems as a result of this vulnerability.
  
  Xfinity notified federal law enforcement and initiated an investigation into the nature and scope of the incident. On November 16, Xfinity determined that customer information was likely acquired. After additional review of the affected systems and data,Xfinity determined on December 6, 2023 that it had sufficient information regarding the customer information impacted to begin the process of preparing customer notices.
  
  ********************** has required customers to reset their passwords to protect affected accounts. In addition,Xfinity strongly recommends that customers enable two-factor or multi-factor authentication to secure their Xfinity account, as many ********************** customers already do. While Xfinity advises customers not to re-use passwords across multiple accounts, the company is recommending that customers change passwords for other accounts for which they use the same username and password or security question. Xfinity routinely monitors customer accounts for indications of anomalous behavior and has found no indication of account compromise related to this incident.
  
  Once Xfinity understood the data involved, we worked quickly to notify our customers. Starting Monday,December 18, Xfinity began providing notice to customers, through a national press release, information on our website, and commencing the process of emailing affected customers where Xfinity has an email address on file.
  
  Customers with further questions can contact Xfinitys dedicated call center at ************ toll-free 24 hours a day, seven days a week. More information is available on the Xfinity website at www.xfinity.com/dataincident. 
  
  Customers trust Xfinity to protect their information, and the company takes this responsibility seriously.Xfinity remains committed to continued investment in technology, protocols and experts dedicated to helping to protect its customers.
  
  Sincerely,
  
  
  Xfinity 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xfinity is holding me hostage. They will not give me a transfer ID to switch to a different cell phone company. I dropped my phone and cracked the screen. I can hear my phone ringing but the screen is completely BLACK and I can't see anything at all! Due to extreme winter weather, the pipes froze at my house and burst open but I was not able to use my phone to get repairs. As a result, the pipes are still not repaired at my home. I'm also an ****** homeowner. I'm not able to call my guests and check on the home to ensure they are able to get heat and hot water or experiencing other issues. This is currently hurting my business and negatively impacts my ability to work with my tenants and customers. I went into the Xfinity store at ******************************************************* on 1/17/24. They told me I would not be able to get me a new phone without paying for BOTH my existing (broken) phone and the full price for a new phone. Therefore I would have to pay for 2 phones. However I already checked with *******. They said they would give me a new phone and pay off my old broken phone, however they would need a transfer code in order to do this. I called Xfinity to get a transfer code. They said they would text the code, however my phone is BROKEN. I can not receive texts. After reiterating this again, they told me to go to the store in person. As instructed I went to the store AGAIN. I went to the same store at ******************** on 1/18/24, however they told me to call customer service (again). They are giving me the run around and will not give me the transfer code in order to get a new phone with a different provider. They are holding me hostage as a customer and negatively impacting my business. Mobile Device phone number ************, Mobile Account **********. Primary account ****************** have a Temporary Wifi number and can be reached at ************.

  Business response

  02/07/2024

  ******** ** **** ****** ******** ****** **************************************************************************** ***** ***       *******************************             ******************************************             ******** ** *****               **** *******                    ********               **** ** *******             ******* *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. ******************************* regarding Xfinity Mobile service.
  
  Xfinity Mobile takes the security of its customers accounts very seriously and has measures in place to prevent unauthorized third parties from intercepting customers SIM cards or fraudulently porting their telephone numbers. We understand that ******** found these security measures to be inconvenient while her phone was broken. On January 20, ****, ******************** obtained a security PIN and ported her telephone number to another service provider on the same day,which automatically closed her Xfinity account.
  
  On January 25, ****, I spoke with ******************** to address her concerns and confirmed that the port out was successful. During the call, I explained that because ******************** did not purchase the Xfinity Mobile device protection plan for the subject device, the device is not eligible for repair or replacement by Xfinity Mobile and she is responsible for paying the remaining balance due on the subject device.
  
  We apologize for any inconvenience and or frustration ******************** may have experienced. A courtesy credit was applied to her Xfinity Mobile billing invoice for the January 1 to January 31, ****, billing cycle.
  
  Should you have any questions or require additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  ********************************
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So i purchased 1 gig internet for my apartment back in July and was satisfied with my purchase until i needed to downgrade. I've been trying to downgrade my internet for months now. I keep getting pushed off to the side and ignored because Im paying over $100 for internet and cable which i don't want. My apartment charges me 45 a month in the lease for the cable alone and if i dont pay the internet bill they shut off both even though i paid the cable bill. All i want is for the 2 accounts to be separate and for my internet plan to be downgraded. i seen them advertise the 200mbps plan for 45 and that's the one i want.

  Business response

  01/18/2024

  ******* *** **** *** ** ***** ********** ** * ******* ************ ********************************************************************************************************************** ***** ***  *************************         ********************************** ********* *          ******** ** *****         **** *******  ********         **** ** *******  ******* ** ****
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  I made several attempts to contact Mr. ************************* via telephone and email. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that **************** is presently subscribed to Gigabit Internet at a contracted rate for the first 24 months, which is valid from July 8, 2023, through July 7, ****. The term agreement is effective from July 8, 2023, to July 8, ****. The offer will transition to a non-contractual third-year price for 12 months from July 8, ****, to July 7, ****. At the conclusion of the promotional period, the standard retail rate will apply. 
  
  Outside the contractual offer, **************** is subscribed to xFi Complete at a discounted rate for the first 24 months, effective July 8, 2023, to July 7, ****. At the end of the promotional period, the standard retail rate will be applied. Additionally, **************** is receiving *************************** plus one TV box that is included in the ***** ********************** bulk service agreement. 
   
  The account has reflected a past-due balance since September 25, 2023. On December 4, 2023, a billing statement was generated that comprised a past due amount, plus new charges for the December 8, 2023, though January 7, ****, billing period. Due to the account delinquent status, and **************** failure to pay the bill, effective December 26, 2023, the account was soft disconnected for non-payment. On December 26, 2023, a payment was applied to the account to clear the past due balance, and the services were restored. 
  
  At this present time, the account is past due. **************** amount due comprises a past-due amount plus new service charges for the January 8, ****, to February 7, ****, billing cycle, which is due by January 25, ****. However, to prevent further collection actions, or service interruptions for non-payment, the past-due amount is due immediately. 
  
  To assist Mr. ************************* with his downgrade of service request, contact with him is required, as we are unable to make changes to the service plan without **************** consent. We are unable to provide **************** with separate bills or accounts for his bulk TV and Internet services because customers are only allowed one residential service account at their address. In order to resolve this matter, contact with **************** is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

  Customer response

  01/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I emailed you back and you never responded after the fact. Regardless of the matter you refuse to let me downgrade. 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business response

  01/26/2024

  ******* *** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************** ***       *************************             ********************************** ********* *             ******** ** *****                 **** *******                      ********             **** ** *******             ********* *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr.************************* regarding Xfinity service.
  
  On January 26, ****, I spoke with *************** regarding a billing explanation. Our records indicate that on January 26, ****, the services were interrupted for non-payment. **************** currently subscribes to a 24-month contractual agreement for the Gigabit Internet effective from July 8, 2023 through July 7, ****.
  
  Effective July 8, ****, the monthly rate will increase to a non-contractual price through July 7, **** at which time standard retail rates are applicable. The account receives a ******** promotion for xFi Complete effective from  July 8, 2023 through July 7, **** at which time standard retail rates are applicable.
  
  *************** receives Digital Starter Plus one TV Box at no additional charge through his community bulk agreement. **************** has options to go online to downgrade his services. On January 26, ****, *************** processed a payment to his account and his services were restored shortly thereafter. **************** was advised of the balance owed on his account. I verified the account is being billed correctly for thr subscribed services. **************** was provided my direct contact number should he require additional assistance.
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I switched from ******* to xfinity mobile because they were having a promotion two lines $30 for one year. At the same visit I had made changes to my cable plan. My first bill was $84. I went to the store to find out why and was told that since I got a savings on my cable they cannot give me the promotion for phone. This is after I was told they are separate. If I would have known this in advance I would not have made change to cable and received promotion on phone. In the end, I am paying more for my cable bill so not sure where the savings is.

  Business response

  11/30/2023

  November 30, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***************************
              *************************
              Gardner, MA *****
  
                Case Number:                    ********
                Date of Notice:             November 22, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  
  On November 29, 2023, I spoke with **************** regarding her Xfinity Mobile concern(s). Our records show that **************** placed a Bring Your Own Device order with ********************** on October 17, 2023, for two devices under the unlimited data plan. **************** switched to Xfinity Mobile in order to take advantage of a special offer where she could receive one unlimited data plan for free for a year as long as the other line was on unlimited. However, **************** was not aware that she was ineligible for this offer due to already receiving a “Bottom of the Bill” discount on her Xfinity Residential bill. I informed **************** that since we cannot add the special offer in question, I applied a credit of the value of this offer onto her Xfinity Mobile account as a courtesy, which **************** approved. This credit is originally reflecting on the November 17, 2023, to December 16, 2023, billing invoice, and will roll over to future Xfinity Mobile bills until depleted. **************** informed me that she has no further questions nor concerns regarding this issue. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ************
  XM Executive Resolutions
  ********************************
  

  Customer response

  11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A new cable was installed at my home. This cable goes from a junction box near the street to my home. It is supposed to be buried. Months have gone by and it still is not buried. A Comcast employee driving through my neighborhood noticed this and called me, he stated he would inform his supervisor of the issue, it still has not been buried.

  Business response

  11/28/2023

  November 28, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:      
                  Case Number:                      ********
              Date of Notice:             November 9, 2023
  
  
              *******************************
              ****************************************
               Brunswick, GA *****
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  I made several attempts to contact ********************** via telephone and email. Although I was unable to reach **********************, a review was completed on the account. Our records indicate an appointment was completed on April 21, 2023 at which time the technician replaced the drop splitter, drop connector, and drop ground block. On August 25, 2023, an appointment was completed at which time the technician referred the matter to our underground team. On August 25, 2023, a bury drop order was requested. However, our technical operations team determined an aerial replacement was needed and the bury drop request was cancelled on September 4, 2023. On September 5, 2023, a technician replaced the aerial drop. On October 6, 2023, a temporary drop was run, and the underground line was replaced.
  
  On October 17, 2023 through October 19, 2023, technicians worked to resolve a node reliability concern. The technicians disconnected the drop, balanced the forward/return signal, and installed a noise trap/pad. On October 23, 2023, a technician again addressed a node reliability concern by balancing the forward/return signal and installing a noise trap/pad.
  
  The cable drop reflects as being replaced with an aerial line and the remaining line removed. In order to further assist ********************* with any additional concerns, contact is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  ******************
  Executive Customer Relations
  **************

  Customer response

  11/29/2023

  The cable has been replaced with an Arial cable and installed. Thank you BBB for your assistance. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/25 a Xfinity rep came to our house to install internet service, line was not laid prior to house completed so they scheduled another appt. On 9/5, temporary line was installed above ground. Several weeks went by until 10/04 when I called into Xfinity, they said a tech is scheduled to come mark our utilities in the next 3 days. I called in on 10/09 and it was then they submitted a ticket for the line to be buried. On 10/12 the "Xfinity Assistant" texted me our utilities have been marked and that a team was scheduled to bury the line but no day and time of when this was scheduled. On 10/19, I texted the Xfinity number that sent me these updates and **** told me the appointment was scheduled for Tuesday, 10/24 for 8a-8p. On 10/24, I texted this number at 2.27pm as no one had come, Niranjan let me know it was still scheduled and that a tech will come anytime before 8pm and that the drop bur completion date is for that day, 10/24. He confirmed it will be resolved that day (this was via text so I have screenshots). "Please be assured it will be fixed today. You can believe me. It won't happen again further. It wil definitely resolve. I can promise as I had words with technician team they are sending today." At 6pm on 10/24 I reached back out, they said the tech will still be coming out. I asked "so you are telling me they are going to come here today and bury the line TONIGHT" and they replied "Yes you are correct....****, they will not be delayed rest assured. They will be at your place tonight and bury the lines." I asked if he can guarantee that, he said he could. I reached back out again at 8:50pm that night and they told me the apt is now for the following morning at 10am. I called on 10/25 and spoke w/ a lady who escalated the whole situation to her supervisor to have contractor reach out to me, this never happened. I reached out to Xfinity customer care number today and was told that this will be done "sooner or later". Now they're saying earliest is 11/5

  Customer response

  11/03/2023

  Still working to get this resolved, I have been going back and forth via email with “****** *” however I am extremely disappointed in her (and Xfinity) responses. She is leading me to believe that Xfinity will not honor their reps GUARANTEES regarding adding XFi Complete for no additional charge (this is typically just a $10 per month fee), having a credit on my current bill for all these issues and I was previously guaranteed 3 times the line would be buried the week of 10/24, now she has set the expectation it is due to be buried by end of day today. 

  If a business does not honor their guarantees, why should the customer trust them at all? This is a terrible customer experience. 

  Customer response

  11/07/2023

  Update on 11/7

  The cable was FINALLY buried yesterday morning, crazy how a 20 minute job took almost 3 months to get done. 

  After being told by ****** that Xfinity doesn’t offer “inconvenience credits” I have been given a $100 credit on my current bill which is great, however one issue remains…

  ****** confirmed that the rep offered me XFi Complete package for no additional charge due to these issues. The rep told me that my rate would not change and that it would be $115.77 and I would not pay anything more than my normal rate. However, this was incorrect as my previous rate was $90 per month (I blindly took the reps word for it that $115.77 was my monthly bill after taxes). This is a shady business practice to reference the higher price per month to me when confirming I would not pay anything more. ****** reviewed the call and confirmed the rep “During the call the agent advised that the rate would be $115.77 each month with no changes. This was not your rate prior. You were paying $90.00 each month. This I have mentioned below and I have confirmed. The agent advised specifically during the call that the rate would not change from $115.77 to $115.77 which from what has been reviewed it was an error and not a manipulation of the system. Errors are corrected and we can offer customers what is available” This is VERY frustrating and borderline misleading to customers that if their rep makes an error and says the wrong thing to a customer, the best Xfinity will do is offer what is available instead of honoring their word. This sets a dangerous precedence because if that’s alll they will do, what is to stop a rep from offering 2 gbps for $50 per month due to issues then in a couple weeks say that’s actually an error and it’s actually $150 per month? I just don’t understand how a large corporation like Xfinity can admit their rep read my previous rate and proposed current rate in error and thus tell me that I would not pay anything more with their offer only for them to come back 3 weeks later and tell me their rep was wrong and they addressed it currently but will not honor what the rep told me? What a shady bait and switch sales tactic when dealing with frustrated customers. This sounds like reps are trained to say one thing to calm a customer down and then go back on their word

  Business response

  11/14/2023

  November 14, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re: **** *******
  TN *****
  
  Case Number:********
  Date of Notice:October 27, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******* regarding Xfinity service.
  
  On November 6, 2023, I corresponded with *** **** ******* via email regarding his concerns. Comcast records confirm that a road bore was required to provide services to *** *******’s home. A road bore should be completed prior to any services are installed as it buries the line prior to installation of services and prevents any lines being place across any sidewalk or driveway to avoid a trip hazard. 
  
  On September 4, 2023, *** ******* was installed prior to the road bore being requested and completed, resulting in a temporary line being above ground. On November 6, 2023, our constructions team visited the location and confirmed that the temporary drop was removed, and the drop was buried. On November 6, 2023, a courtesy credit was applied to the account which will be reflected on the December 1, 2023 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension *******.
  
  Sincerely,
  
  ****** ** 
  Executive Customer Relations 
  

  Customer response

  11/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they are refusing to follow through on what their rep told me over the recorded call. Their rep offered to include XFi Complete to my service plan at no additional charge, this is not the case and ****** confirmed the reps error and told me that they are handling it internally but they will not be able to fulfill what their rep offered me

  Prior to my call, I was paying $90 per month, the rep told me I wasn’t going to pay more than what I was previously paying and said it would be $115.77 per month. I guess shame on me for not knowing my rate at the time but I took their word for it that since she said I wasn’t going to be paying anymore, then that $115.77 must be what I am paying. I find it as a shady business practice by Xfinity to reference a higher rate just to make it seem like I wouldn’t pay more. Not only that, it’s EXTREMELY SHADY to confirm that the rep told me that I would not pay an increased rate, and instead of honoring their word, they just tell me that they made an error they are addressing internally and that I would have to pay extra for this XFi Complete upgrade even though the rep offered it to me for no additional charge, it’s not like I asked for this, they offered me this. If this is how they address this concern, what is to stop Xfinity reps from just offering fake deals just to alleviate a customer issue and then going back on that offer?

  Regards,
  
  **** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩