Comcast / Xfinity

June 12, 2021
William R. Stemper
President, Comcast Business
Comcast Corporation Comcast Center 1701 JFK Boulevard Philadelphia, PA 19103.

cc.: Tom Karinshak.

I am truly and utterly staggered with my BUSINESS level "service," or what passes for that, with Comcast. More properly, perhaps it should be called "unservice." Might I suggest you make that change in your website, since that is clearly how you treat people and businesses? And I don't know who gave you all those "eight awards" you waste our time with as we sit interminably on hold, as we wade through your absurd, insulting, time wasting, IVR system.
First, your automated voice recognition is an utter embarrassment and insulting to anyone and everyone who uses it. It doesn't recognize one's voice half the time, and has an interminable, Byzantine menu system, and generally wastes 20 minutes of my time just to get someone live. And no, for the 26th time, "I don't need my modem reset." But thanks for more waste of my limited time. Brilliant. Basically, it's the old "We're Comcast, we don't care - we don't have to' approach, right?
I get it that you try to save money with all these bots and AI that just waste people's time. Apparently Comcast thinks burning through customers' patience and goodwill is nothing. We get it.
Here's another winner from Comcast. I have a new Dell computer. A Vostro I-5. Nothing special. Let me repeat, since no one seems to get it there: It is a regular, vanilla Dell I just bought. I have MS365 I just installed. Nothing special. No funky software, nothing souped up - nothing. Let me help the Einsteins there in your useless"support": It is regular, vanilla MS 365 an Outlook. I have Comcast Business (lotta help that has been!). NOTHING OUT OF THE ORDINARY.
All I freaking need to so is get my Comcast email in Outlook. I have now spent over a week, and about 22 hours, plus hours listening to your ‘snazzy" hold music for 30 minutes at a time, being transferred around, people reading their Comcast customer scripts ("I'm sorry," "I apologize," ad nauseam, which come across as genuine as crocodile tears), then speaking with people, and then when the line gets dropped they don't call back, even though I just gave them my number.. and STILL I SIT WITH OUTLOOK NOT ABLE TO GET MY COMAST EMAILS a week later. At one point, I was promised a call back from Tier 2 support in 30 - 60 minutes. It came 2 days later. Nice! When I finally got the call from Tier 2, after losing THREE DAYS of much of my day, I wasn't at my phone, and that was that. They call back one or twice, and you actually have a job and life and you miss it, you are SOL. Gee, I guess I should sit around for 24 hours a day waiting for a call that may or may not ever come. Would YOU do that? I tried setting up a call time, but twice no one ever called back, even though it was agreed to. I also simply asked, in lieu of this idiotic vmail tag, for someone to NOT leave a message, but just call until they got me live. Fat chance with that request.
So, it's all Microsoft's fault you say. They insist it is Comcast. But let's leave that aside. Why do I keep getting that there is a security issue with my email (screen dump below), and that I need to change my password? Your tech support says that is not the case, yet I AM getting this message almost every month. And every time I change my password, after I have spent HOURS trying to get Outlook working (at one time, it DID work), it breaks everything again. If this is my email being hacked, you should be concerned. If this is a phishing attack, you should also be concerned. But as it stands, as I write this, no one at Comcast appears to give a rat's [censored] over this. Further, I get this message when I am right on the Comcast website, so how could that be phishing?
There have been at least three calls that dropped with Comcast support. You would think people would have the professionalism to call back. Fat chance. The most recent was for ticket [protected]. Basically, if my call gets dropped, I am SOL. Again, its the old start with an apology that comes across as sincere as a snake oil salesman, then the old "We're Comcast. We don't care. We don't HAVE to." Nice! So, in one case as an example, after one of the calls got dropped, I stupidly called back and once spent 20 minutes with your idiot "restart your modem" msg to blow off customers (already heard that one 20 or 30 times now, thanks), and then brilliantly, if you say no, it went back to the main menu!. Oh, and as I am on the line right now as I write this, and I then I go to some "Upware" msg which I could care less about, and "pay your billing" message (hint: I am calling technical support), which are completely irrelevant and yet MORE waste of time. Did Comcast actually PAY someone to think your IVR system up? Do they actually PAY someone to set up your support structure? Look, I will do that for 1% of the money you blew on these Einsteins - except I will make it work, and do so efficiently. Oh yes, and I won't have support staff reading scripts about how "sorry" they are, and how "they apologize." Really? Someone thought that up?
Subsequent to the above, I contacted [protected]@comcast as yet another one of my 20 or 30 calls, to discuss why I keep getting on a regular basis, this msg:

Is my email being hacked? Why do I get this at least once a month? No answer from support, no call back. Will you blame Microsoft for this too? If this is "business service," what does your regular service look like? I can't begin to imagine.

In fact, WHY do I have to send freaking REGISTERED LETTER to get a basic problem solved? CSA support said they would call back re. CR970458761, on Friday, June. 11, at 6 PM CT. I dutifully sat by my desk, skipping dinner with my wife, and NO call. I then tried calling again, and after the usual script reading you train people to do "I'm sorry,"I apologize"ad nauseam (and that after going through 20 minutes of your idiotic IVR system, telling about all the awards you won, trying to restart my modem the 96th time, and host of other irrelevant options) I got someone. They promised a call for sometime after 9:30 CT on Sat. June 12. Of course, consistent with the extra money we pay for business service, the call never call. So I called again and asked for a supervisor. Got someone named Sherry, employee R48 around 11:30 CT. She, as with all the other"We're Comcast, we don't care, we don't HAVE to"employees promised a call. Yeah, and as Monty Python said,"The cheque's in the mail, "too. Don't think I should hold my breath for that one, right?

Your support tells me that it is Microsoft. Microsoft tells me it is Comcast. Question: Does neither company KNOW how to work with the other? Is getting Microsoft Outlook to work with Comcast email something that has never been done before? Is it brain surgery? Wouldn't it behoove Comcast to work with Outlook folks to have an answer when people run into this type of issue, given that email is a central focus of BOTH companies, rather than Comcast just saying, as I was told,"We aren't trained on this."(Hint: So…. Freaking train them! Not to be Outlook experts, but to at least know basic settings. Then, if there are still problems, you should have some type of liaison contact group at Microsoft. HOW difficult could it be to do this.?
And no, no one wants to"chat with your Xfinity assistant, "and waste yet more time there. Worse, when I get to support in the email assistant, they always tell me they are not Business and can't help. Here's another hint: have the ability to transfer from regular users to the business team? Apparently, the non-business team can't even transfer over a call or a chat!
But let me ask you a question. How would YOU feel personally, if, in your absolutely filled to the brim day day, you had to spend over TWENTY hours trouble shooting a basic question on something. TIME YOU DO *NOT* HAVE. And this is just the time I have spent so far.
Microsoft says Comcast should create an"app password, "and I can replace this password that is entered in Outlook using that"app password"or mail secure key to connect your account to Outlook. I have no idea how to do this. Microsoft says if Comcast can't create one, just ask them to turn off 2 factor authentication. Your team says there IS no 2FA. I have no idea as an end user, but here is a brilliant idea that all you $100, 000+ salaried folks at Comcast might want to try. And, in fact, I'll provide this business consulting fee at no charge! How's that! Maybe I, too, can get"eight awards"for this, too. Here's what you do:
1.) Comcast has, as one of its main offerings, email service, right? Are we agreed on that? Good.
2.) There is this very large company Comcast just MIGHT have heard of, call M-i-c-r-o-s-o-f-t, who has an email client that you just MIGHT have heard about, right?
3.) Since it is inevitable that there will be issues like mine that crop up from time to time, rather than pissing out tens of thousands of customers, why don't you open some type of liaison with Microsoft? I was told your people are not Outlook experts, but why not have them at least trained in basics and standard settings. But barring that, your brilliant, 8 award winning company should be able to seamlessly transfer over issues, with comments, to Microsoft. Now, you don't have customers stuck in the middle.
Heck, and I won't even charge you for this suggestion.
Again, I only have vanilla s/w and h/w - nothing special. How would you feel if you had, say a basic Toyota and you used Shell gas, for example. You required your car to get to work, your wife to the hospital etc. But now your engine doesn't work. Toyota blames Shell, Shell blames Toyota. In turn, you, personally are screwed. You have nothing special with your car, nothing special with the gas, you haven't fiddled with the engine (everything is just out of the box), no water in the gas from Shell, nothing. Don't you think Shell would want to have some basic communication with Toyota, and Toytoa with Shell, for times there might be issues related to fuel and Toyota engines? as they necessarily have to work together? In this case, would it not make sense for Tier 2 support to have basic training on Outlook? NOT to be Outlook support, but to at least be conversant in the product to assist customers navigate issues and provide a standard fix for out of the box configs? Better, might it NOT be advisable to have some mechanism between the two companies to resolve issues integrating the two companies?
Or, another example: How would YOU feel if you, or your child, was in the hospital, say for cancer or pneumonia, and say, your medical record was screwed up… and then you spent, as I have at the time of this writing - over TWENTY freaking hours trying to get someone to simply fix a BASIC problem? How would you feel if that happened to you in this example? Customers don't need your stupid scripts ("I'm sorry, ""I apologize, " ad nauseam); rather we need a competent company that will fix things, and not blow people off for - as of this writing - a week straight (and no doubt this will extend through all next week or more). We need CALLS BACK that were promised. When a call is dropped for some reason, we need Comcast to have a level of professionalism that I would expect out of a 10 year old and call the freaking customer back. How hard is that? I realize Comcast doesn't give flying rat's derriere about individual customers, but still… doesn't anyone there have just common decency, or pride in what they do?

I am sending this registered US Mail, and am going to not only copy the BBB, but also a number of other magazines. As a matter of fact, I am the creator of CompTIA's Server+ certification (sister cert to A+), so I do have some visibility

Your service has been utterly and totally unacceptable. Why should I have to write a freaking LETTER to get resolution. I ask that you resolve this poste-haste.

Jim Vanne

[protected]@comcast.net
301 Inverness Dr., Aurora, IL. 60502
Tel. [protected]

I need internet access only. I do not have a television but Comcast will only offer a package including internet and cable television. This costs a minimum of $99 per month. Not only that, when I checked that option, including cable television that I do not want, they said that I needed to add another service. I refer to ‘they said', to clarify these transactions were on the web. I have called Comcast, they also said that I cannot have only one service.

Whenever i call takes longer than five minutes just to ask for a representative you get paid way more than necessary why do i have to speak with a machine?! this shows how much you really don't care about the consumers time and feelings. Like this is also a waste of my time. You either have a machine or a temp worker
read these and that worker is told to just delete whatever the customer sends and he or she doesn't give a crap not enough to help pass this on - heck his or her supervisor is either a machine or someone that doesn't care. Over twenty one years i've been with comcast/exfinity and it's only getting worse. My father passed away almost two weeks ago i fell behind in the payments that were needed to get to his house in a different state then i had to pay for a house/dog sitter. Does xfinity care no i don't know where this is going but i doubt its a comcast/xfinity like i said a waste of time.

Comcast has been skipping sending out paper bills every other month. This is in a effort to get me to sign up for paperless. I'm NOT going to paperless without them giving some discount for the less cost on their part.
They sent me a March bill with NO Feb. paper bill being sent. Since I pay my bills when they come in I didn't receive a bill. It shown up as past due on my March bill. Of course they billed me a $10.00 late fee.
They then don't send me an April invoice. So again it shows up on my June boll as past due, and of course there is another $10.00 late charge
Two things you folks need to understand:
1. I'm NOT signing up for paperless unless you offer me a discount for your savings each month for NOT having to send me a paper bill.
2. The next time you fail to send me a bill and follow the next month with a late charge. THIS WILL BE THE LAST TIME. I WILL FIND OTHER WAYS TO GET MY TV AND INTERNET.

Wayne Messick
Account # [protected]

I have been with comcast, now masquerading as xfinity, since 1999. I never miss a payment. During the 2020 pandemic, I kept up with all my payments.

Recently, I missed 1 month and on the second month of anticipated miss payment, I ask their billing dept to give me time to apply for EBB. For some reason, they started using strong arm tactics on me. They cut my service off a week without notice, then turn it back on, then off again the following week, then off again, and so on. This was their way of jerking me around. One rep at a billing department suggested that i start going around chasing family / friends for money to pay them.

We are talking about $200 absent ridiculous fees and charges. This is how you treat us after 20 years? In the middle of a pandemic? This is a request to launch an audit into your billing department's strong arm tactics in collecting bills during the pandemic. This kind of tactic caused me $500 in lost time, job opportunities gone, and missed zoom meetings.

I would like to have some of that money reimbursed to me before I leave you all together.

I have been trying to resolve an issue since the beginning of May with Comcast Today is May 27 and after countless attempts it is still unresolved. Twice attempting to do this via chat and after wasting a half hour each time the chat CSR cut me off. I contacted executive escalation and was assigned a CSR that had no clue what he was doing, did not know the packages available, and returned phone calls three days later. I have contacted the head of Customer Relations with no response. What is going on? Comcast used to be a great company and resolved issues fairly quick, and here I am a month later with no resolution. I want this handled immediately and I want a year free of services for the aggravation you have caused me the past month.

XFinity - Comcast terrible service

I spend 5 hours talking to four service technicians for connecting the new modem, which I was previously suggested by Comcast specialist, and bought it.
I provided all MAC addresses, ID's before I removed xFinity modem.
Technicians Tira, Rita, Rav (more) worked remotely, switched me to another person and then the telephone line died - nobody! - It is none from the side of xFinity couldn't resolve the problems. All they trained to do is to send a refresh signal.
Not easy to call xFinity - automation answering system works, somehow after few minutes of wasting time on explanation to the robot about the problems, I have been transferred to Tira, Rita or Rav….
After 5 hours of frustrations, I was told that tomorrow will come technician to fix the problem, but they'll charge $100 for the visit if there, not xFinity problem.
Logically I have to charge xFinity for working on their problems.
Today at 8:10 technician Jose (tech number 2674) came and installed TV box which should be sent to me before I started an installation of a new modem. Instead, I was told on the phone with tech support to disconnect a coaxial cable with the splitter and connect directly to the new modem. Wrong! This cable was installed back by Jose and the system starts up! Oh!
The billing system of xFinity is another story
They will bill as I ma renting modem and then they will do corrections…..
No plans for senior citizen, no any discounts
Thank you xFinity to allow me to work 5 hr free for the Co.,
Jack Toporovsky

I am complaining about poor customer service from your agents.It is like no one knows what they are doing. Each one tells you something different, but you do not get any results.You get names and reference numbers, and job number, it does not matter. All you get is a bunch of lies. First of all it takes an act of congress to even get to talk to an agent, and when u do, they do not know what to do. They are all polite, but problem is not solved. I have called 3-4 times within last 2 days about my problem. I am sure nothing will be done about my complaint, but you need to do a better job of training your agents, to stop giving wrong information to customers. The problem was first reported 5/16/21. Number where can be reached, [protected]

requested service on 4/30/2021 @ 2:10pm w/Israel.
Ticket No. CR964382580
Was told an appointment made and someone from comcast would come out to on Saturday, 5/1 to fix the wires that were laying across the roof of my building. This is the 3 or 4 time comcast was called regarding this problem
each time someone came out the next day to fix it.

Expressed to agent that I felt this to be an extreme safety issue because in the area of our building, there are small children in the neighborhood and I am not sure what kind of danger anyone could be in.

5/3/2021 10:30 am - Arrived at my office to find the wire has not been fixed and now it blocking the entrance to my building.

Spoke with Laura at comcast on 5/3/21 @ 10:40am,
she said appointment was never scheduled for Saturday, 5/1.

Called back to comcast (5/3/21) @ approximately 11:50 am
spoke with Israel... same guy I spoke with on 4/30
he said Laura was wrong but doesn't know why no one from comcast came out to fix the issue. I HATE TO BE LIED TO!

Let me just say, this is so typical of Comcast, always disappointed in your service. I think it's just awful how you treat your customers.
I pay ALOT of money monthly for our business and home service and get awful service.

Comcast would never allow a problem from another company interfere with your business... but it's ok to form comcast to interfere with mine... this just stinks!

I WANT THIS FIXED!

JEAN CAUSA
610.775.9000

I have been a loyal customer since 2017.
Unfortunately, I am very frustrated with poor customer service experienced on Tuesday, April 27, 2021.

A technician arrived at 5:29 PM to replace my security camera, after he inspected my camera, he informed me that it did need to be replaced. The technician informed me that the replacement camera is $120.00 and had me to sign a digital document agreement to pay.

He went outside for a while and came back. He now tells me he has to go get the camera and will be back in a few minutes. I asked him how long is a few minutes, he replied Mam, I will be back, it want take me long.

Well, as soon as he got in the company vehicle I received a robot Xfinity call at approximately 5:48 PM, that my service has been cancelled and to call back to reschedule. Sadly, I'm disappointed in the unacceptable customer service.

Tina Ross
4806 Avi Drive
Bartlett, TN 38002
[protected]

Account #[protected]
#[protected]
My first payment to Xfinity Mobile was 8/31/2018
I had service terminated on 11/29/20
They continued to debit my checking account up to 11/29/20
They have turned the amount of $509.82 over to collections.
They actually owe me somewhere near $850 for debits from 01/01/2020 to 11/31/20 for an account that was cancelled 11/29/20.
I need to talk to someone in collections to resolve the matter.

A small point, But! When I turn on my tv, the "Wide Mode: Full" line appears in the lower left and stays there for about 10 seconds. It obscures things such as the trailing news item. 1. Does it have to be there so long? 2. More importantly, why is it there? I have not changed mode since the tv was last turned on.
I have no reason to make this question longer!

I am filing a complaint based on poor service and unending run around that I have been given by comcast. My business phone number was [protected]. I was using this number from way back 2013 and it was the number appearing for my business with all my customers. In 2017 I moved from this address to 1579 State Street. When I asked for the services to be transferred to that address, I was told after the survey that I had to pay $40, 000 to for the line to be established. Because I did not have the money, the phone line was brought to my residence at 885 Longmeadow Massachusetts. I told Comcast I only needed the phone line and not the internet and WIFI, as I already had it at my residence. They played tricks on me and brought the phone line and internet, therefore having me to pay double when i only needed one service.
After two years, I moved out of 885 Longmeadow and into another residence at 7 Worthy Street. In spite of the fact that I had a whole range of services at 7 Worthy including home security, they brought this phone number([protected]) here with internet and WIFI again. They lied to me that the 'business internet is stronger than the house internet, and therefore take the service there and discontinue the residential service'. After installing the service at 7 Worthy, they stated that the business internet was weaker than the house internet. When I told them to remove the internet and leave me with the phone only, they turned around and said I had a contract and I cannot do it. REALLY I felt I was dealing with conmen. For three years plus I have been forced have and pay for two services that I did not need. Any time they called about bill payment and I complain about the double payment, they tell me to pay and then they remove the double internet, but when I do, they forget and threaten me with breach of contract.

Retail store complaint.
I need a call back on this unreal customer service.
I had the worst experience at a retail xfinity retail store.
The worst customer service I have ever experienced.
A very poor excuse of workers I have ever seen..
Xfinity
5300 Donald Ross Road
Suite 110
Palm Beach Gardens, Fl
I expect a response
My name is Jill
[protected] or
[protected]

All right, it's over, you guys have continually scrambled my signal. AS WE ALL KNOW, IT IS A VIOLATION OF FEDERAL LAW to SCRAMBLE or JAM a signal.

This is my last warning, the next people I file a complaint to is the FCC!

Why? Because I am sick and tired of my bill going up. they hook us up with these so called "great" deals that only last a year or two and then wham! Up another $50! I asked my Dad why do we have voice and phone service with this company when we both have cell phones? And out of all the hundreds of channels we only watch one local channel and METV. What a waste of money for all those other channels. We could just as easily put an antenna on the tv and go with another internet company(which I've already decided on) With the various streaming services and youtube you can find just about find anything online as I have discovered so why have a cable provider. We used to have Turner Classic Movie but Xfinity decided to pull it from the package I had. I have 3 big CD books just full of classic movies, tv shows and other media so I really don't need HBO or Cinemax to see a movie I like(which they don't have very often) Meanwhile Xfinity offers discounted services to low income families while the rest of us pay for it.

So adios Comcast. We've been with you since 2003 as Comcast and before that when you were another company. You'd think you'd want to keep a 20+ year customer but I guess my money you don't want anymore.

When I posted this on the Xfinity forum some so called volunteer locked the message.

I guess complaining there isn't allowed.

Since I ‘Upgraded' after receiving my last bill I have been on the phone for 4.5 hours yesterday, Saturday, plus two trips to the Xfinity Store in East Brunswick, Plus a Service call visit today, Easter Sunday, plus another 1/2 hour on the phone today with Comcast and I still do not have the Service I was promised, the full access I was promised or the correct Bill I was promised. I've really had it with Comcast/Xfinity and I am exhausted in dealing with them.

Complete information about the phone number of the Xfinity bill pay. Follow these simple steps and make your payment online with debit or credit cards.

Feb 25th contact with Comcast in regards to received bill, remove channels / dispute credits. Spoke with Angie.
March 3rd called to make payment, representative advised two credits on account. Call was transferred and woman advises bill paid in full. I asked for second time to get clarification and she stated already paid in full. I received bill today stating past due, late fees and no credits. Spoke with rep and supervisor and no one can pull the call or give me information. Please contact me immediately to resolve all issues so I can continue my service. Account number [protected]

I am beyond speechless with Comcast / XFinity from the Corporate level down to the customer service reps to the installer. I am both disheartened as well as discouraged with my recent experience with this company. My friend and I recently moved to Cartersville, GA into a rental home for one year. We decided to switch from AT&T to Comcast based on the fact that when I lived in NJ their service was exemplary.
On 03/08/21, I called Comcast to order new Internet and TV service only. After spending at least 2 hours on the phone with the Customer Rep Jason, we were coerced and agreed to a high speed internet of 100mbps, 200+ channels on 2 TVs, a landline phone, a SIM card for my friends phone to switch to Xfinity Mobile and a new IPhone 11 for myself given I use Xfinity Mobile as well. We were told the landline and mobile switches would alot us more discounts which would ultimately bring our total bill down. We also paid via credit card that day on the phone upfront $70.00.
Here is what really happened:
*The sim card & Iphone was guaranteed to arrive in 2 days. Never happened. In the interim, I received an email later that day stating they needed verification docs within 72 hours or our mobile orders would be cancelled. Upon their request of the docs accepted, I sent a copy of our lease, drivers license front and back, as well as a utility bill within minutes of this email. Within one hour, I received another email stating they received our docs. Two days later as promised, no phones. I placed another call and spoke to another customer male rep to find out about the phones. He told me they are on back order and assured me I would receive them within 3 to 5 days. In the interim, I received another email requesting the same docs and I sent them again within minutes. Within an hour, I received another email stating all docs were received. Five days later, no phones. I called again and spoke with another customer rep, Christine who guaranteed the phones would be sent overnight without a doubt. The next day came and no phone which by the way was a Sunday. The following day I called and spoke with a supervisor. John who said to resend the docs and he claimed to check and verified they received all docs and I should receive the phones within 3 days and he would follow up with me Friday, today. As of now, he has not called. Last night, my friend and I physically drove to an Xfinity store with all the docs and the customer rep and manager there tried to push order thru and were unable to do so even though they verified the docs in-store. They said that the delay is due to a previous tenant has an unpaid bill. I asked well the lease clearly indicates our move in date which should clear us from any previous tenants and still he was not able to help us. The store staff cancelled the order in an effort to start fresh and they were not able to help. The store manager noted the account indicating that all docs were verified and still the order was not able to go thru. Today, my friend once again put the order through and once again I sent the verifying docs. They once again stated they received them.
*The television channels are fuzzy then cut off due to a weak connection from the device installed by Comcast.
*The landline does not work after the Comcast installer came and left. Also the wiring in the living room looks like complete mayhem and done by the hands of a child. Complete disaster.
In summary, I do not know where to go from here. We have called the corporate office, visited the store in person as well as placed at least a dozen calls to Comcast Customer Support. The one thing that they have done accurately in an expedited manner is take money upfront and send us our first bill. I am speechless.
I will be more than happy to provide all emails to and fro comcast upon request.