Comcast Center — Local services in Philadelphia

Today marks the last day I'll be a Comcast/Xfinity customer after 16 years. Unfortunately the service, especially customer service is abysmal and they engage in fraud. On November 26th, 2024 I contacted  them in regards to seeing if any discounts could be applied to my account. They said I had max discounts, but I could get an additional discount if I purchased an additional service (converting it into a bundle.) Until then I only had residential internet (1GB.) The rep told me if I purchased a mobile line then it would automatically convert into a bundle that would be $60/month total. My internet alone is $133/month so of course I jumped at the deal even though the line would not be used at all since I have no need for it (which I told them multiple times.) I confirmed things several times over including if these changes would affect my unlimited data for my residential internet (the Xfinity rep said no.)

After the order details came through I was suspicious since it didn't include the discount and showed my new mobile bill as entirely separate and way higher than I was told. About a week later I started receiving emails stating that "I had used 50% of my data allowance for month" which I hadn't seen in years since I purchased unlimited data. A few more weeks pass and I was at 90%. I immediately called Xfinity and their foreign support (Indian) answered once again. I tried explaining to them the situation and they were too incompetent to understand. We went through several conversation loops, pauses while they "looked into things" before they said they escalated it and to "give them 30 days to get back to me." Keep in mind I was on the phone for almost an hour. I soon racked up almost $100 in overage charges for the month.

30 days passed and I received nothing from xfinity. Not a single phone call, email or even text while the fraudulent bills stacked up. The deal was never applied to my account. I initially called again today, February 3rd, because I had actually insured my phone and filed a claim of which Assurance sent me a completely different phone that is unusable for my needs. I don't even know why they sent a replacement because I always got phones repaired in the past with AT&T. They told me my phone was out of stock and that I would have to settle for a replacement. I told them no and to cancel the claim. This means I've been paying for insurance I can't even use.

I then proceeded to call Xfinity to once again try to resolve the situation. Xfinity's incompetent foreign support once again started the whole dialogue that took an hour to get through last time. After 30 minutes on the phone and getting nowhere I decided to just cancel freaking everything and demand my money back. Apparently Xfinity mobile is completely separate from Xfinity internet so they can't even see into each other's systems. This brings into question how they would offer these deals in the first place? They terminated my mobile service, but didn't offer me any refunds before sending me over to Xfinity internet. There I once again had to explain the entire situation at least FOUR times to several agents before getting to the person that handles terminations.

They tried to get me to stay by just offering to add back on the unlimited internet and credit any overage charges. I then brought up them completely refunding the last two months of service entirely of which they brushed off and stated "these calls are being recorded. I'm sure someone is listening and will add a note to the account about the request." This is of course a another lie. Not to mention the autopay deduction changed to only $2.50 unless I connected a bank account (yeah right like I would ever give you that info) so my bill would be higher if I continued service. Keep in mind I was on the phone for almost TWO HOURS for this call alone! Xfinity should be paying me!

They then sent me back over to the mobile department so that I could try to get a refund. I spent almost 15 minutes waiting for them to correct "system errors."...

I am not one to write a negative review, however my recent experience with Comcast has been a living nightmare.

This all started on 8/29/19 we contacted Comcast to schedule our move to our new home. We spoke with a sales rep over the phone who set us up and scheduled our move for 9/21/19. they told us we had the option to self install so we took it to save some money. We got our order number everything was good thanked sales rep for the service ect.

Fast forward to 9/10/19 I woke up at 6AM for my morning routine of turning on the news while I get ready for work. About five minutes later my cable stops to an error code. So I do what any other customer would do and called in to trouble shout the problem.

When I called in I was informed that my service was no longer active at my current address. Then they ask me to set up my service and my new address. I try to explain to them that I did not move yet. That we don't even close on our house until 9/16. They informed me that the service started at the new address on 8/29. And in order to get my services turned back on at my current address, they would need to set up a new account. Ok fine let's do that, then they tell me that my previous package is no longer available. And we needed to call the sales team to make the order. I had a hard time understanding that they could not just turn my previous service back on and go on my Merry way. they put me on hold to call the sales team and when they returned informed me that sales does not open until 7am and asked if they could call me back at 7.

715am o get a phone call from the call center same worker, says she is transferring me to sales, after being on hold for 5 minites she informed me that sales is not open yet and she will need to. Call me back at 8. I told her that I had to be at work and that time will not work. Instead I have her call back on my lunch break. I am on my lunch break finally get ahold of sales which they explain the whole process to start the new plan. I told them I would not pay more for less because of their mistake. After explaining what would need to be done, I realized I did not have the time before I needed to return to work so we scheduled for a call back at 6pm when I was home from work.

4:30 I am done with work, and decide I'm tired of dealing with people on the phone from a call center that don't understand my fustration and are litterally reading a script of what to say, so I go to my local Xfinity store. One thing I will say. Staff at the store were very helpful, and I believe they truly understood my fustration.

When I got to the store, I explained the situation, they pulled my account up. They found that I was being billed for the new address starting 8/29 and my bill was due 9/12 (for a service at a home that I don't even have access to) fustrated to find out the new information, they needed to call the call center. Eventually after explaining my situation and blaming a sales rep for changing the date so they could make a sale before the end of the month they have me talk to the rep on the phone. I explode with my fustration as she told me the same things everyone told me about having to start a new service can't have my old blah blah blah after 15-20 minutes of my hard headedness I finally give in and start the process after she informed me she would be documenting our call, and that she would encourage me to contact customer care after she gets everything taken care of. We get everything set up on the order as close to exactly what I had as we can, it cost more. I have to get all new equipment. We then set up my move. Same package we set up before but self install it's 2 hours later I just want to go home.

We get home start following the instructions to set up. Still does not work called customer service, it's about 10pm I am on the phone until 12am rep tried to switch my package back to the new address and have me pay for the new at the old. All and all this is still...

Xfinity corporate office is not trustworthily and provides false information. They have been claiming to complete the install of service in my town for well over 1 year. They have left properties with open fiber wire sticking from the ground and uncovered holes in some areas.

They claim that they are waiting on Permits, to complete the job for well over 1 year. Although, meeting with the Major of the town, the county & state permit offices; there are NO permits pending for Xfinity Comcast to complete the install. All permits were approved and they (town, county, & state) are just pending for Xfinity Comcast to complete the project for final inspections.

Yet, lie after lie is what we get from them. How about you start being honest with people and say that the real delay is cause of your mismanagement of the project.

FYI: what you get when you search Comcast Corp Office Reviews in Google:

Comcast customer reviews and ratings on sites like Trustpilot and the Comcast community forums generally paint a picture of very poor customer service and issues with billing, technical support, and equipment, with many users expressing dissatisfaction and frustration.

Specifically, common complaints and criticisms include: Poor Customer Service: Many users describe difficult experiences navigating Comcast's phone menus and chatbots, waiting long periods, and encountering rude or unhelpful representatives. Billing Issues and Unexpected Charges: Frequent complaints include inaccurate billing, unexpected charges for services not requested, and difficulty resolving billing disputes.

Technical Issues and Equipment Problems: Internet outages, slow speeds, and problems with equipment like routers and modems are also recurring themes. Difficulty with Cancellations and Refunds: Some users report having trouble canceling services and receiving refunds, while also noting that resolving issues via complaints is time-consuming. Difficulty Reaching Corporate: Some users have trouble even reaching corporate or the escalations team.

Misleading Practices: Users have reported being misled by sales representatives into products that are not what the customer had been told. Specific user experiences documented in reviews include: One user described spending hours trying to resolve a billing issue, being hung up on, and facing a hostile representative. Another recounted a situation where Comcast illegally charged them and made a new account after they cancelled services. A user stated Comcast misrepresented information on channels included in their package and that after they complained they were made to pay more to reinstate the package and their DVR was also changed without their permission. A user was trying to cancel services and it took days of calls and texts with no result to even cancel services due to a mistake made by comcast Some users report issues where their internet service is out for hours or even days causing a disruption to their work and other aspects of their lives Several reviewers also mentioned that the customer service representatives outsourced their services to other companies, and that when asking for supervisor their phone was given to the person...