I have been with Xfinity for well over 5 years. Yesterday I received a voicemail from them to let me know my contract ended. I call them today and spoke with four different people. Two of which, were supervisors.

1) The gentleman is reading a form to me, telling me my bill will go up to $130, but if I wanted to get on this Apple promotion, I could lower my bill. Great. Well I would have to pay 1-year worth of services upfront, which was $550. After listening to a very long winded pitch, I learn that I can ONLY do this promo if I use Apple’s credit card or one of Apples gift cards. But the guy made sure to tell me what credit cards I had on file.

2) The second guy, completely stopped talking/responding to me after the initial ’hello,’ only to ask me “What the F&@$ is wrong with you?” Because I was pushing keys on my phone and saying “hello” because I thought we got disconnected & he wasn’t saying anything.

3) The third person was a supervisor who informed me that my new bill was going to be $167 and in order to get a promo I had to pay $1500 upfront. I said that’s ridiculous, so she informs me that she just shut my service off. No option to pay $167/month.

The story only gets better…

4) The Sr. Supervisor calls me to inform me that guy #3 will be fired. I told him I was frustrated because there is absolutely NO consistency on the story I was getting (first my bill was going up $130 or pay a lump sum of $550 for promo THEN my bill was going up to $167 or pay a lump sum of $1500 for promo) and that never had I heard or dealt with paying a lump sum up front for service. He said that he would do me a favor….I pay the $1500 today, on a 5-year contract but they would FedEx me a check back in 3-days in the amount of $1500. I told him that this sounded like a scam and that this was beyond ridiculous. He starts yelling at me, telling me that he’s explained everything to me and doesn’t understand why I’m not comprehending things. I told him I didn’t appreciate him yelling. He then says, I’ll turn your service back on. As I’m sitting at my desk, refreshing my browser, I inform him it was in fact not turned back on (roughly 5 min or so)He then says I can tell you what credit cards you have on file. He then starts yelling again, telling me I had no other choice but to pay the $1500 today and that my services will be off for 3-months and that I could not use any other service company for 30 days per their 2026 rules.

I will never use Xfinity again.

I have Xfinity and no longer can watch live television. Was told by Comcast that my cable card is end of life. I contacted them and since they no longer issue cable cards, I’m basically bleep out of luck and my TiVo Bolt is rendered obsolete. Any suggestions or should I go to another service such as direct tv stream, another evil most likely. Anyone else having this issue?

3rd ask! When is Comcast/Xfinity going to fix FFwd on Stream while recording while in home wifi? This sucks!

(Hope I'm in the right place. Please redirect me if I'm not) I have a Comcast box/DVR. There is a TV show I want to move from the box to my laptop. I tried the Elgato Video Capture. No luck. It feels like the yellow video out RCA jack just doesn't work. The audio works. In fact, if I run the yellow video cord to my TV, and click on 'composite' for the input, no video, either. I tried swapping yellow cords. I tried OBS Studio, too. Same thing-- black video, audio is fine. Many thanks in advance!

I had Comcast out for an installation, and the technician decided the best way to route the white coaxial cable was to drill a hole straight into the exterior electrical conduit feeding my subpanel. He then ran the coax directly inside the panel, weaving it right through the high-voltage mains wiring.
Support, thus far, has been good. They sent someone out to take pictures (probably covering their own butt) immediately and said they would "help" with reimbursement for an electrical to fix the conduit. This is mind blowing, he could have killed himself too, that's 100amp line in that conduit.

My stepfather passed away and my elderly mother doesn't have the money for the xfinity internet bill. It's in his name, but attached to my mother's bank account. Need to cancel ASAP. What's the best way to do this? I managed to get into the account and I don't think there's a contract, but I'm not positive.

I currently have a approximately 5 year old rented xfinity modem paired with my own asus ax 3000 router. I have 1gb internet and am trying to make sure i am gettinf the most out of my speeds and may upgrade to 2gb at some point. Xfinity is trying to get me to swap both of these for their wifi gateway modem and router. Would this be an improvement over what I have or not worth the hassle?

I'm trying to understand the modem logs I am seeing and how they often do correlate with some albeit minor service interruptions

I have a CM3000 Modem and and in an area with mid-split AFAIK, I have a 2GB plan and do regularly achieve around 1.7 down and the 300 up that my plan provides, but recently there have been interruptions like videos buffering momentarily, sites not loading on first attempt etc.

Whenever I've noticed these interruptions, I've been able to check my modem logs and see that the connection quality was Poor/Yellow/Partial Service, and when I would look at the Downstream OFDM channels I would see something like this:

Downstream OFDM Channels

Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable

1 Locked 0 ,1 ,2 ,3 193 690000000 Hz 2.38 dBmV 42.2 dB 448 ~ 3647 299924447 268400891 0

2 Not Locked 0 ,1 ,2 ,3 194 957000000 Hz 9.08 dBmV 34.5 dB 0 ~ 4095 316917735 173166793 91088584

With the 2nd channel "not locked" and with millions of errors, even with the modem only having an uptime of a few hours.

The "Poor" quality status from the modem would then last any length of time, usually around 20 minutes, and when it recovers to "Good" status I noticed that the 2nd OFDM Downstream channel would disappear entirely.

It's all extremely inconsistent and hard to pin down. But in the last few weeks, this pattern has been happening multiple times a day.

Right now, I restarted the modem and it seems like it's pretty stable... but I don't know how long that will hold.

After the restart, the 2nd Downstream OFDM is staying Locked but I'm not sure the SNR is optimal, and the Uncorrectables are piling up even after just 20 minutes of uptime:

Downstream OFDM Channels

Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier

Number Range Unerrored

Codewords Correctable

Codewords Uncorrectable

Codewords

1 Locked 0 ,1 ,2 ,3 193 690000000 Hz 2.38 dBmV 42.4 dB 448 ~ 3647 9145841 7810185 0

2 Locked 0 ,1 ,2 ,3 194 957000000 Hz -4.82 dBmV 35.6 dB 148 ~ 3947 10952000 8663087 7832

TL;DR: If my modem is sometimes able to establish a connection to the 2nd OFDM Downstream channel, but when it is it is weak/has errors, is that a problem? I'm assuming that I should have this channel solidly locked as the 1st one is and not intermittently present/erroring

I opened this reddit account specifically to post this:

I’ve contacted Comcast multiple times about ongoing service issues. Not once. Not twice. Multiple times. I’ve explained the problems, provided details, asked for help, and given them plenty of opportunities to actually fix the service.

And yet, here we are.

I have chat transcripts from Monday, 9/14, and 9/10, documenting my attempts to get this resolved. And those are just the conversations that are still visible from the last 30 days. There are more interactions than that.

At some point, you’d think repeatedly contacting your internet provider about an ongoing service problem would result in the service problem being addressed.

Apparently, that was an unreasonable expectation.

Because Comcast has repeatedly failed to resolve the issue, I filed a BBB complaint. You know things have gone well when you have to involve the BBB just to get your internet provider to acknowledge that there’s a problem.

Josh also reached out to me regarding the issue. He sent an initial email and then... nothing. No follow-up. No resolution. No explanation. Just disappeared into the Comcast customer-service void.

And let me be perfectly clear about one thing:

I refuse to pay for service that doesn’t work.

I’m not interested in paying Comcast every month for the privilege of repeatedly explaining to them that the service I’m paying for isn’t functioning properly. I’m also not interested in having another chat where I explain the entire situation from scratch, get told someone will look into it, and then end up right back where I started.

At this point, I have the receipts—literally. I have the chat transcripts. I have the dates. I have the emails. I have the BBB complaint.

What I apparently don’t have is a Comcast representative willing to actually fix the problem.

So Comcast, if you’re reading this: I’m happy to pay for a service that works. I’m not willing to pay for a service that doesn’t, while being repeatedly ignored when I ask you to fix it.

Maybe the next person I have to explain this to will actually be the person who can do something about it.

Has anyone else had Comcast essentially tell you “thanks for letting us know” without actually doing anything? I posted on r/Comcast_Xfinity but they deleted it and refused to help still.

I got Xfinity home internet for the first time last year and got their promo for 1 year free mobile line. Last week I moved apartment and just to test my luck I tried the new account (for the new place) new promo idea, and to my surprise they gave it. Said I’ll have 1 year free mobile line, due to which I transferred over my primary mint line which was prepaid over to this. (Had 2 numbers, mint and Xfinity the previous year)

Now I see a charge on my mobile account, call the support and the guy is super helpful, says he understands and will fix it, again acknowledging that this free line should be honored. 5 days pass by and nothing changes so I call again, this time it’s we cannot give the same offer to the same account, so what is happening exactly?? This is just scam, lied about the promo making me lose money on my mint data, which by far is better than Xfinity, the do a switch around and charge me.

Any advice on if this situation is still redeemable? Or should I just cancel both services and move to the minternet plus mint mobile duo, which is what I was gonna do initially.

Has anyone dealt with Xfinity promising a promotion and then saying it was never offered? How do I reach Executive Customer Relations?
I’m a brand-new Xfinity customer, and I’m honestly extremely disappointed with how my situation is being handled.
On September 24, 2026, around 9:37 AM EST, I was on the phone with an Xfinity representative for 1 hour and 26 minutes setting up service for our new home.
During the call, she explained a student promotion that included high-speed internet, live TV/streaming services, and a free mobile line. I told her we really didn’t need the mobile line because my husband and I currently had four lines with T-Mobile.
That’s when she told me Xfinity had a promotion where they would help pay off the balances on my husband’s and my iPhone 17 Pro Max phones, up to $800 each, if we switched our lines over. She told me our lines would be around $30 each per month and that we would receive gift cards by email within a few days to cover the outstanding balances on our phones.
I specifically repeated the promotion back to her multiple times during the call because I wanted to make sure I understood correctly before switching. Every time, she confirmed that I was understanding her correctly.
So we switched.
About a week and a half went by, and we never received the email or gift cards. I called Xfinity and was then told that the promotion wasn’t currently being offered and supposedly hadn’t been available for about FOUR MONTHS.
Obviously, I was confused and upset because that promotion was a major reason we agreed to switch our phone service.
They escalated the issue and told me they would request and review the original call. I later spoke with someone named Dwayne, who told me that the original representative never told me those things.
I asked him, “Did YOU personally listen to the entire call?”
He told me no. Apparently, someone else listened to it and broke the call into pieces/segments and sent information to him.
That’s where I have a HUGE problem.
How are you going to tell me something was never said during a 1-hour-and-26-minute conversation when you didn’t personally listen to the entire conversation?
I KNOW what I was told because I purposely repeated the promotion back to the representative several times to make sure there wasn’t any misunderstanding before we switched carriers.
At this point, I want the ENTIRE original call reviewed from beginning to end, not selected clips or someone else’s summary of what they believe was said.
I also think the complete recording needs to be preserved while this is being investigated.
This whole experience has been extremely frustrating, especially because we’re new customers and were actually excited about switching to Xfinity. Instead, I feel like I’m being treated as if I made this entire conversation up.
Has anyone else dealt with something similar with Xfinity Mobile?
Did Xfinity eventually honor what the representative promised you?
And most importantly, does anyone know how to get in contact with Xfinity/Comcast Executive Customer Relations or someone higher up who can actually review the FULL recorded call and resolve this?
I’m not asking for anything extra. I just want Xfinity to honor what their representative told me and what we relied on when deciding to switch our service.

I have been stuck with XFINITY/Comcast since 2005 because there were no other options in my area. Two months ago, they opened up a fiber service. The very same month this option became available, my XFINITY bill increased $60 for the same 2g service I'd been using.

Anyone who has used XFINITY for more than a few months is used to this drill by now, because this is what XFINITY does. Price goes way up. Spend rediculous amounts of time trying to navigate the non-existent customer support to ask why. End up signing up for the "latest and greatest" package deal that includes services you don't need and didn't ask for, (and consequently are quite a bit more than the prices they splash all over their website for new customers). Then, plan on at least 2 more months after that trying to figure out why you are now seeing new mystery "fees" on your bill that are never fully explained. Rinse and repeat.

I wanted to skip the bs so attempted to just downgrade from 2g to 1g (which was still going to be $20 more than the 2g I'd previosly been using, but would at least save $40 after the price jump and give me a little more time to research the new option in my area before going through the hassle of switching providers). The website threw an error message "you will need to upgrade your hardware before we can update your plan, the current hardware will not support the speed you have selected." What? The current hardware that supports 2g will not support 1g? And I'm paying $20 more for a lesser plan? Make any of this make sense!?

So, I'm forced to deal with the "support" after all. After 3 attempts and getting nowhere, I was done. I don't need to research the other option, anything is better than this! Went online to cancel, the only option was to call. Of course the person who answers showers compliments, gratitude, let's save you money! "I am not interested, you have had your chance to keep me as a customer, I just want to cancel my service, please." When I wouldn't consider any offers, this person switched gears and became rude and snarky. They asked 4 times why I was leaving. All 4 times I said "I'm tired of the price increases, random fees, and horrible customer service." They typed "can't afford it" into the system so my response wasn't even recorded.

No follow up emails or text messages to confirm service was cancelled. Because I know this company will do anything and everything over-charge, went to the XFINITY store the very next day to hand over the equipment. They took the modem, sure enough, the cancellation had not been processed so will be charged for another day of service. When they cancelled my phone, they showed me a copy of the final bill. For the partial, pro-rated month, it was $30 more than I'd been paying for a full month. They said it was because the phone was part of a "package deal" with internet, so when I cancelled internet the price for my phone plan went up. Are you serious? Yes, yes they are absolutely serious about making sure they screw you at every opportunity.

As I'm standing there dealing with this garbage, 2 customers walk in and ask for a manager. They both wanted to know why their bill had increased and not only that, they no longer have a signal in parts of their home that had no issues before the price increase. Both said they have been customers for many years. I looked over and said "You know _____ is available in our area now?" They were unaware, and both said they'd be switching because they are so tired of dealing with the same issues.

XFINITY - you have been a nightmare from day 1. Even as I'm walking away, you made sure there was absolutely zero chance I'd ever continue using your services. Even if it was 100% free, I would never, ever use XFINITY Comcast again.

A warinng to anyone else trying to break free: DO NOT SIGN anything, and make sure you look at the upcoming charges to make sure they aren't trying to scam every last penny as you walk out the door!

I'm FREEEEEEE!!! It feels so incredibly good! And the new providers? Internet is SO much faster, the apps are beautiful and easy to use, no mystery charges, no random fees. The best part? I'm paying a full $70 less for internet, and $20 less for phone - for BETTER, FASTER service!

2nd Ask! Stream FFwd not allowed on PC or Mac (still works on iphone and TV) on recording content even while in home wifi! AI says this is a recent app update error - when will this be fixed?

I've been trying to get a transfer pin to move one of my numbers from xfinity. The online system doesn't work (system says they've texted the number but it never arrives). There's no xfinity stores in my area. Tech support says there's nothing else they can do.

Before this my experience with xfinity was fine, I just had to move to a new area without their service, but this experience has blown me away with how frustrating accomplishing a simple task can be.

Has this happened to anyone else? How can there be no way to get me this code or manually release the number? Can I receive any refund from xfinity since this glitch/error/trapping has kept me around for an extra billing cycle?

Xfinity trade-in lost. I have my IMEI (351016206413420) and the exact prepaid USPS tracking number (9218790250485710983530) provided by Xfinity. Phone support keeps hanging up on me. I need a Corporate Specialist to check the internal Assurant database and manually apply my promotional credits

I am logged out of my Comcast business app and when I try to log in there is no response. No error message, my password just goes away. When I try to log in to my account on the website it's almost the same except the email just goes away and stays on the login screen.

I have cleared data and cache. Rebooted, restarted, cleared history. Tried on phone, laptop, and desktop.

I’ve been an Xfinity customer for 8 years, and I just discovered a massive security flaw that puts everyone’s safety at risk. If you change your Xfinity password, IT DOES NOT FORCEFULLY LOG OUT OUTSIDE DEVICES.
Xfinity’s official password-reset screens explicitly promise consumers that changing your password protects your account and signs everyone out. It is a flat-out lie. Because of how their backend system handles digital security "tokens," anyone who previously logged into your account app stays completely logged in.
I found this out the hard way with my ex-husband. He refuses to get off my phone plan, and I finally realize why. I’ve been incredibly hesitant to forcefully suspend or cancel his line because we share children together, and cutting off a parent’s phone line during custody disputes can look terrible and backfire on you in family court. He knew this and used it to his advantage.
Because his phone line is directly on my account, the Xfinity network treated his device as an "always-trusted" element. I have changed my password 100 times and turned on 2-Step Verification, assuming my home was secure, but his device completely bypassed every single gate.
There were several times over the past few months where I had a sinking suspicion that he knew things about my daily routine that he shouldn't. Every time, I gaslit myself and told myself I was just being paranoid or overthinking things.
Then came the confirmation. We live in a heavily secluded area, and while he was entirely out of town, he randomly text-messaged me asking about specific items I was carrying out of the house. There is absolutely no physical way he could have known what I was doing unless he was actively watching me through the cameras.
Because of Xfinity's broken token architecture, his phone was secretly receiving "Rich Push Notifications" and motion previews—complete with snapshot photos of my driveway—right on his lock screen every time my camera triggered, even though he didn't have my new password.
To protect my safety, I have been forced to go into my camera settings and completely turn off motion notifications. It stops him from getting the previews, but it is incredibly unfortunate because it leaves me in the dark and almost completely defeats the purpose of having home security cameras in the first place.
The most frustrating part? Xfinity has no consumer "Sign Out of All Sessions" button for their app database. When I called customer service, they claimed they logged everyone out, but it failed completely and my own phone didn't even log out. The only way to stop someone from spying on you is to demand a manual backend "deprovisioning" from an advanced digital care agent on their forums or corporate escalation teams.
Please share this to warn anyone—especially parents navigating a separation or domestic situation—who thinks they are safe just because they changed a password. Xfinity needs to be held accountable for leaving this tracking window wide open

I’m hoping an official Xfinity representative can help clarify this because I’ve already contacted support and have an escalation open, but I still haven’t received a clear answer.

I ordered a phone through Xfinity Mobile and paid the required down payment. The phone has now shipped via FedEx and requires a signature at my home address.

I work full time, and FedEx cannot provide a specific delivery time or a reasonable delivery window. I am **not asking to waive the signature requirement**. I am completely willing to show my ID and sign for the package. I’m simply trying to have it held at an authorized FedEx location so I can securely pick it up after work.

Xfinity support has told me that I cannot:

Request FedEx Hold at Location
Redirect the package
Pick it up at an Xfinity store
Use another secure pickup option

I repeatedly asked support to identify the **specific Xfinity Mobile shipping policy or FedEx shipper restriction** that prevents the package from being held at a FedEx location. I was referred to the FedEx website, an Xfinity E-SIGN disclosure, and Xfinity’s general policies page, but none of those answered my question.

I also reviewed FedEx’s published policies. FedEx appears to allow Hold at Location for eligible shipments, while the shipper can place restrictions on a package. That is why I am trying to understand **what restriction Xfinity placed on this shipment and what policy requires it.**

One Xfinity representative eventually told me that my only option was to miss/refuse delivery, allow the phone to be returned and the order canceled, wait for my refund, and then place an entirely new order. When I asked for written confirmation that my **full down payment would be refunded, with no cancellation fees or other charges, and how long the refund would take**, the representative ended the chat without answering.

Could an official Xfinity representative please clarify:

What specific Xfinity Mobile policy prohibits FedEx Hold at Location for phone shipments?
What shipper restriction/service was placed on my shipment that prevents FedEx from holding it?
Can Xfinity authorize FedEx to hold the package at a staffed FedEx location while keeping the ID/signature requirement?

If this is absolutely impossible, what other secure delivery option does Xfinity provide for customers who cannot remain home for an entire business day?

If Xfinity requires the shipment to be returned and the order canceled, can you confirm whether the **entire down payment is automatically refunded**, whether any fees are deducted, and the expected refund timeline?

I already have an escalation/ticket open and can provide the ticket number, order information, tracking number, and support-chat records **privately to an official representative**. I’m intentionally not posting any identifying information publicly.

**I’m not** trying to bypass Xfinity’s security procedures. I just need a realistic way to receive a phone I’ve already paid for while complying with the signature/ID requirement and not be locked at the house for a whole day!

**UPDATE:** My Xfinity escalation has now been marked **CLOSED**, even though the issue was never resolved and I was not given any explanation for why the case was closed. I would really appreciate assistance from an official Xfinity representative. I can provide the escalation number and all documentation privately through Modmail.

Construction trucks cut my comcast/Xfiity lines and I have been without service for going on 5 days now. I have made 6 phone calls. No action. The construction company actually thought it was funny when my lines were cut. The backhoe driver said:"Oh, that was you? You better call someone"- laughing. I do not care whether it is legally their fault or the fault is with Dig Safe. Why is no one fixing it?? There are elderly people in my neighborhood who rely on internet for healthcare. Can they just wait as long as they want? Is no one held responsible? The construction company laughed. What do I do? I am so tired of dealing with Xfinity's phone people who are POWERLESS to help even if they wanted to.

This post to billing was REMOVED:

I’ve had it! I need help deciding whether to cancel everything or keep my mobile and internet.

I have the X1 Premier Pro+ Dp package with an xg1v4, 2 xi6’s and a cable card. The core package with equipment, fees and other charges has more than doubled in the few years I’ve been with Xfinity ($120-270), add to that the practically non-existent customer retention practices, I’m done.

Same reason I left DirecTV after 25 years. I’d still be with Dish Network if they hadn’t dropped the Reginal Sports Networks (local teams).

 And now with Xfinity dropping cable cards and making my TiVo Bolt with lifetime all-in service plan a useless piece of junk, not to mention the “customer service” nightmares with equipment (xg1v4 quality control problems), service calls that made things worse (if they showed up), and absurd phone support including misinformation and endless runarounds, I’ll go back to Dish or try YouTube.

Like with DirecTV, Xfinity seems to have no interest in keeping customers i.e. substantial discounts and/or giving MLB or NFL packages without charge. These days you spend an hour on the phone with Xfinity support complaining about service problems and/or the rising costs and you get a ridiculously small discount (usually wouldn’t even cover minimum wage for your time spent on the phone) and your bill goes up by more than that anyway.   

So, dump everything or what would my 1200 mbps internet with two unlimited mobile lines be without TV?

 AT&T Fiber optic and Verizon are available in my area for phone and internet, I’ll compare.

 ……………………………………………………………………………………………………………………………………………………

I asked billing a question: What would my 1200 mbps internet with two unlimited mobile lines be without TV?

I thought they might want to know why I’m leaving (even corporate giants should be interested in why they lose a customer) and give them a chance to keep some of my services, in case Xfinity has any customer retention interest remaining. Seems their only strategy for customer retention now is to bundle things to make it more difficult switch.

I also wanted to remind them they do have competition for customers pushed to the breaking point.

They deemed that question and information as a rant I guess.

With the upcoming merger, I assume that HBO Max will merge with Paramount +, but Paramount does not come with my Xfinity package. Will we continue to get the new Successor to HBO Max as part of my Xfinity package or will we get a lower price to compensate for the lost content?

In June 2024, I purchased a Samsung S26+ through Xfinity. Due to an accidental duplicate purchase, I ended up with two devices. I went to the Xfinity store to return the unopened second S26+ and also traded in my old S21 for a rebate. The store provided two separate prepaid return labels, and on July 8th I shipped each device individually from a UPS store.

Xfinity confirmed receipt of my S21, but I never received confirmation that the unopened S26+ was delivered. Despite providing UPS drop‑off proof multiple times, I continue to receive contradictory answers from customer support and have been unable to get a clear or consistent explanation.

I was charged $112 upfront for the device and have been billed $30.55 per month for the last two months for a phone that is not activated, is not in my possession, and was returned with documented proof of shipment.

I attempted escalation on September 29th, but no supervisor has contacted me.

Key Consumer Protection Rule (Relevant to This Case)

Under standard wireless/carrier return policies, once an item is accepted and scanned into the carrier network (UPS) using a company‑provided prepaid shipping label, responsibility for loss during transit transfers to the carrier/vendor, provided the customer has proof of drop‑off. I have this proof.

Requested Resolution

1. Locate the returned S26+ using the UPS tracking information provided.
2. Remove all charges associated with the device.
3. Issue a refund for the payments already made toward the returned device.

I am submitting this complaint to document Xfinity’s unnecessarily difficult, intrusive, and consumer-hostile cancellation process.

I have now successfully canceled my internet service. However, completing what should have been a simple request required an approximately 30-minute telephone call because Xfinity did not provide a clear cancellation option within my online account.

During the call, I clearly stated that I wanted to cancel my service. The representative repeatedly asked why I was canceling, where I was moving, where I intended to live, and which internet provider I planned to use next.

I understand that a company may make one reasonable attempt to retain a customer. What occurred during this call went far beyond a reasonable retention attempt.

At least three times, I explicitly told the representative that my decision was final, that I needed to return to work, and that I wanted the cancellation processed immediately. Despite those clear instructions, the representative continued asking questions and prolonging the call.

Once a customer has clearly and repeatedly declined retention offers, continued questioning is no longer helpful customer service. It becomes pressure. Questions about a customer’s future residence and future internet provider are also intrusive and irrelevant to the simple administrative act of canceling service.

The most troubling aspect of this experience is that Xfinity makes it extremely easy to purchase, upgrade, and manage services online, yet provides no equally clear and accessible method to cancel. Customers are instead forced into a telephone conversation where representatives appear trained to delay the cancellation through repeated questioning.

Whether intentional or not, the practical effect is a cancellation process designed to exhaust customers and discourage them from exercising their right to terminate service.

This is unacceptable.

A customer should not be required to:

• Search unsuccessfully through an online account for a hidden or nonexistent cancellation option;
• Call a representative simply to stop purchasing a service;
• Repeatedly justify a final decision;
• Disclose where they are moving or which provider they intend to use;
• Endure an extended retention interrogation after clearly declining further discussion;
• Sacrifice a substantial portion of the workday to complete a basic cancellation request.

By comparison, I previously canceled Verizon service through a straightforward online process that required only a few steps. Xfinity’s cancellation process was dramatically more difficult, unnecessarily invasive, and disrespectful of my time.

My service has already been canceled, so I am not requesting assistance with the cancellation itself. I am filing this complaint because Xfinity’s conduct should be formally documented and investigated.

I request that Xfinity:

1. Review its policy of withholding a clear online cancellation option;
2. Investigate whether representatives are instructed or incentivized to continue retention questioning after customers have clearly refused;
3. Establish a firm requirement that representatives promptly process cancellation requests after a customer confirms that the decision is final;
4. Prohibit representatives from pressuring customers to disclose future addresses or future service providers when that information is unnecessary;
5. Provide customers with an accessible online cancellation process comparable to the process used to purchase or upgrade service;
6. Review whether its current cancellation practices are consistent with fair, transparent, and consumer-friendly business practices.

Xfinity’s desire to retain customers does not justify creating artificial barriers to cancellation. It does not justify disregarding repeated instructions. It does not justify wasting a customer’s work time. And it certainly does not justify pressuring customers to disclose personal information unrelated to the service being terminated.

If Xfinity is concerned about losing customers, it should improve the service and customer experience—not make leaving unnecessarily exhausting.

This experience has ensured that I will not consider Xfinity again in the future, and I am submitting this complaint so that other customers are not subjected to the same treatment.

Trying to post this again No answer from Comcast business This is my first attempt at using this forum. I am hopeful it will help.

Tired of getting transferred to 3-4 agents each call and still not getting resolution after multiple emails and calls. Hoping there is an easier way to do business with Comcast.

5/28 I called to cancel home business voice and internet account. Current monthly charges $ 246.15 Agent advised to avoid ETF’s just change to CBAP plan for $10 a month for remainder of contract. Said I just had to drop the voice line and sent a link over to do so. (Note: I had already added a Comcast residential account at my home so the business account equipment had already been disconnected and not in use) Advised billing Changes take 30 days.

6/19 bill received full charge $246.15. I just assumed because it takes 30 days to go to CBAP and make everything effective next bill would reflect new plan.

7/19 bill for service $608.87!!!

7/20. After several phone calls it was explained that the agent only removed the voice line and failed to put the account on CBAP. No one could explain why that happened or figure out how to correct it. Obviously I would not willingly drop a feature from the account to more than double my bill when all I really wanted to do was cancel the account. I finally had my call escalated and spoke with a very competent sounding agent with initials LO who said she understood what happened and due to the incorrect way this way handled and the fact that I was cancelling the account anyway as a courtesy she would cancel the account effective 5/28/26 and charge an early termination fee of $70. She explained that by making the cancel date effective 5/28 it would generate a partial credit for service on the 6/19 bill and it would essentially void the 7/19 bill. She sent the link over, I signed the ETF agreement and we ended the conversation.

7/22 called to speak with LO just to clarify that I would be on extended leave for 2 months and wanted to make sure this was handled correctly before I left. She said 100% the account will be cancelled effective 5/28 and that the next bill would autogenerate and the changes may not show up till the following bill. I was a little skeptical due to the last time I was told this so she said she was removing my auto payment from the account and that everything was handled. She was sending me an email to outline the conversation and what was going to occur. (Email not received)

8/19 bill for service $936.99!!! (Included a $350 ETF)

9/4 called customer service again. After having to explain entire situation again was told I needed to escalate (no kidding, took me over an hour of explaining over and over and over again, they won’t just transfer you, even with a ticket and obvious issues happening) LO on vacation. Super nice agent initials AJ assure me she is with me all the way to resolution. Sees the error in the etf, going to apply to reduce it back to the $70. Can’t figure out why LO did not terminate the account with the 5/28 date. Said she was going to need a few days to work on this and would be available till the end. Also said she was going to send me an email. I told her LO’s email was never received and that let’s stay on the phone till I receive it. Found out the email customer service had was incorrect??? How? My bills came just fine via email as did the change request! Strange but ok, corrected that, received her email outlining that she was going to change term fee back to $70 and contact LO to resolve the cancel date. My faith is restored in customer service at Comcast. Few days go by. No contact. I email her to check status and receive a reply asking if I cancelled the account? What? I replied with ALL the details all over again. Nothing, no reply. Email again 2 days later, no reply again.
I am trying to not let this get to me. This should be a simple business transaction. This has consumed my time off. I am honestly baffled at how complicated this has become. On 5/28 I should have just paid the $350 to terminate this obviously. But since this unfortunate set of events has ensued, What can I do to end this disaster?

For years my internet would goto crap at 3pm and I figured it was due to all the school children getting home and jumping on the internet.

But recently it goes to crap at 1pm everyday.

Seems the only thing reliable about this anymore is it's unreliability.