Xfinity

I recently made the decision to switch from cable to Xfinity's streaming services, based on a recommendation from a representative who promised it would help save me money. Unfortunately, my experience has been nothing short of a disaster, and I feel compelled to share my frustration with others.
It all started when the representative assured me that three specific channels would be available on the new streaming service after I removed my cable boxes.

I went through the process of returning the old devices to the store, picking up new ones, and spending hours at home installing them. I then spent over two hours on the phone trying to get the setup assistance I needed. After what seemed like an endless call, I was finally able to get everything up and running.
However, the next day I discovered that the channels I was promised were not available. This led to another three-hour phone ordeal, where I was passed from one agent to another without warning.

I spoke to two supervisors who, despite claiming the channels should be included, had no knowledge of their own products. They initially reassured me that the channels would be accessible, only for them to later discover that these channels are only available through the traditional cable boxes.
After wasting three full days trying to resolve this, I was finally hung up on, with no resolution or accountability. The level of service was appalling, and to make matters worse, my bill has not changed and, if anything, it appears to have increased. I even had to explain to their agents what went wrong, and they still didn't realize their mistake until they investigated further.
The incompetence I encountered throughout this process is beyond frustrating.

I am now left with a service that doesnt meet my expectations, an unresolved issue, and no compensation for the time and effort Ive wasted. I expect a swift resolution and appropriate compensation for the inconvenience and poor customer service Ive received.

Earlier this year, Xfinity notified me that my internet bill would increase from ~$80/month to $130/month. Frustrated, I called to address this, but their customer service was abysmalreaching a live person felt nearly impossible.

After significant time and effort, Xfinity offered a new rate of $85/month, but required me to pay $130 for the first month and wait for a refund of the difference the next month, locking me in for two additional months.

Before my service period ended on May 20, I called to cancel, only to learn I was paid through June 20. I requested cancellation for June 20, but Xfinity said they couldnt process cancellations more than 30 days out, instructing me to call back after May 20. Note: Xfinitys autopay deducts on the 7th of each month as prepayment for services through the 20th of the following month.

Early June, I arranged AT&T service to start June 18. I called Xfinity to cancel, and they offered $65/month to stay, with the option to cancel anytime.

I agreed, hoping to compare providers. On June 5, I called again to cancel effective June 20, aiming to avoid extra charges for unused service. As someone on Social Security, I must watch my budget and prefer controlling my money rather than chasing refunds. My intent was clear: end service on June 20, the date Id paid for, without further charges.

Shockingly, on June 7, Xfinity emailed a thank you for a $112.26 paymentneither the $85 nor $65 rate promised.

This amount feels arbitrary and deceptive. I called immediately to resolve this, but they claimed it covered service through June 20, contradicting what I was told pre-May 20. Worse, $112.26 exceeds both offered rates, and its origin is unclear. They suggested cutting service immediately and rebating the charge, but I declinedlosing internet before AT&Ts June 18 installation isnt an option.

Despite multiple calls to rectify billing and cancellation issues, Im stuck with an unexplained $112.26 rate.

Xfinitys inconsistent billing, poor communication, and lack of transparency are unacceptable.

I urge Xfinity to refund any overcharges, honor the $65 rate, and clarify their billing practices. I caution others to be wary of this company.

Heres the English translation of your text:
I want to share the unpleasant truth about Xfinity, Comcast, and their so-called services.
I was a customer of this company, using their internet services. However, after my lease ended, I had to look for a new place to live.

My new apartment was only 5 minutes away from my previous complex, but Xfinity didnt have service in that area and couldnt continue providing me with internet. As a result, I had to switch to Spectrum.
After returning the equipment and being assured by a manager that I didnt owe anything, I forgot about Xfinity for nearly three months. Then, one day, I received a call from a debt collector claiming I owed $197 and asking for my current address. It turned out that Xfinity, without notifying me in any way, had simply sold my debt to a collection agency.
To clarify, this amount was an early termination fee specified in the contract.
After reaching out to Xfinity and spending hours and days on the phone and live chat, I received an SMS notification:
Hi, it's Xfinity Assistant.
Your case ECM000798**** regarding Credit escalation has been closed.

There is no further action required.
Txt Stop
Msg&DataRatesMayApply
Despite this, every company representative refused to send me an email confirmation that I didnt owe anything. They either claimed they were unable to send such emails or insisted that the SMS itself served as proof.
I moved to another state, and five months later, I suddenly received notifications that my credit score had dropped by 60 points! It turned out that Xfinity hadnt cleared the debt, and all those SMS confirmations were complete nonsense.
After spending three more days on the phone trying to find a supervisor or specialist who could clearly explain what was happening, I got nowhere. Eventually, they opened a new case, claiming that my account was closed and that they couldnt see or comment on the previous case.

Now they were saying that the SMS confirming the closure of the issue didnt mean anything, and the debt had to be paid! Moreover, they apologized for once again failing to notify me.
Even after paying the debt, Im unable to restore my credit score. None of their employees can explain the situation, let alone send an official email. No one is held accountable for anything at this company!
In essence, the company forced me to pay for their inability to continue providing the service.

The contract termination was due to their incapacity, not my choice but they couldnt care less about that.
This is one of the worst companies, completely unfamiliar with the concept of customer service! They lie, are incompetent, and show no customer care whatsoever!
If theres a lawyer willing to sue them for 50% of any potential compensation, contact me, and Ill get in touch with you!
Let me know if youd like to refine the translation further!

I've called 10 times to get a security pin # to transfer my phone number to another carrier. When I try to get the number, I get an error message that says, 'It looks like your account is missing a verified contact method.

In order to continue, you'll need to verify your identity at an Xfinity store.' The thing is I live in Austin, TX, and the nearest store is in Houston, which is 150 miles away from me. There are no phone numbers to even call the store, and I get routed to the call center. They are unable to verify my information over the phone to unlock the site to get the pin. I just want my number so I can go to another carrier that has an actual store near me!

It should not be this hard and I don't understand why I can't just get the pin in another way. This has been another *** experience trying to transition my phone.

The absolute worst SERIES of experiences that I've ever had. If they cared, they'd keep this service here in the USA.

They want cheap labor and don't give a rat's behind about customers.

I spent two hours, first calling and trying to select an option that would get me an actual human agent because none of their answer bot's many items matched my issue. I tried online chat, and it took over 10 minutes to get past their "Virtual Assistant."

After being passed from one chat agent to another over the next 30 minutes or so, with refusal after refusal to give me a phone number, I got a supervisor who was able to connect me to a tech support person, but he was unable to find the answer to my simple question about why I'm paying for 600 mbps but only getting about 50 mbps. He promised that someone would call me with answers within 24 hours. I'll believe that if it happens.

He also blamed my router and suggested that I call Netgear.

I did (that was another 2 hour nightmare), and guess what they suggested? That I call Xfinity.

That's quite a little circle jerk, isn't it?

Customer service in corporate America has become an oxymoron due to simple greed. They should all be ashamed at how they treat the very people who have made them rich.

aybeMy Card was compromised & my Xfinity account is on autopay. I logged in to my account & tried to delete the old Credit card and add the new one.

What used to be a simple process has now become Rocket Science. We need to prove you are really You. Select the verification method of your choice. My iPhone isn't working, again, so that was out.

I need to replace my Computer software version & CPU, so emails arrive on time, instead of one-day later, or not at all; so, I didn't receive the code. What used to be a 5-minute task has become an exercise in frustration. All help for problems has now become the jurisdiction of robots; which, are only as good as the programmer's expertise.

I'm not sure how my bill will be automatically paid this month?? Maybe I'll get a call for nonpayment, and I can give a HUMAN the new Credit Card.

We moved recently and signed up for Xfinity internet service. Huge mistake!

They arrived for the install fairly quickly. However, once everything was set up, the problems began. First off, they came out a week later and buried the cable. My wife happened to notice that they actually only partially buried it and left about 2 feet of it on the surface of the lawn.

Every week since we discovered it, I've contacted Xfinity support, and they have assured me someone would be out. After week 3, a tech did arrive. However, he only arrived to assess the situation and not actually complete the work. He noted that the line isn't buried and informed me that the previous tech didn't even put the conduit on it that is supposed to be placed from the box to the house.

He said he would put in the work order. 2 weeks go by, and nothing. I contacted support 3 more times and gave them my support ticket number. They continued to assure me someone is coming out and gave me more dates to expect them.

No one ever showed up; I never received a text or call. We are at this point almost 3 months in. This is literally the absolute worst service I have ever experienced with any company in my entire life. And besides the support being awful, the internet service is horrendous.

I haven't experienced upload speeds this slow since dial-up. When my service plan is up, I will be going back to AT&T as they are now available in my neighborhood.

I moved and signed up for xfinity back in November of 2024.

I went for the 1000 mbps plan at $65 a month, no contract, cancel any time.

And! You get $10 off for using your bank account, making it $55 a month!

What a steal!

Except, jokes on me, Im the one being stolen from.

Since starting the service in November, I have not once paid $55, $60, or even $65.

I am low income, I informed them of this when I signed up, hence why I got such a *great* plan.

Fast forward to now, April of 2025, my bill has been $108 EVERY single month since January.

Just spoke to customer service oh, thats because theres a late fee now (at first she said the late fee was from FEBRUARY) and a returned payment fee

Uh, yeah, because Im *poor*, *disabled* and *cant afford $108*

I am FURIOUS. There was no resolution offered in the phone call, other than signing up for slower internet for $55 a month.

Which I cant do, hence why I got the plan I got because it worked for me.

And the funny part is, the CSR argued with me about the plan I signed up for, only for her to put me on hold for a couple minutes and say oh yeah, you were right. That WAS the plan you signed up for.

Anyway, best we can do is internet 1/3rd the speed of what you have now, for the same price you were promised.

Do not give xfinity your money or time. Their customer service is worthless, and theyre nothing but crooks.

My next stop is the federal trade commission.