Xfinity HomeConsumerAffairs Unaccredited Brand
DO NOT WASTE YOUR MONEY on Xfinity prepaid internet. The speeds they claim to give you are a total lie!!!! I have owned this for 2 weeks now and have NEVER got the speeds they claim to give. Not even once or even close for that matter! They claim you'll get 20 mbps in speed but I have never received more than a little over 7 mbps downloads and only 998 kbps for uploads. This is the max I have received since I started using it!!! Granted it DOES say speed vary but less than HALF the claimed speeds give me a break!!!
I have been documenting the speeds now for a week and a half on video so I CAN prove their claims are a total lie!!! I have videos 3 times a day (morning, afternoon, and in the evening) just to make sure I understand things happen from time to time but it hasn't changed at all and if you contact them all they say is, "Sorry but speeds vary" and what I say to that is they bold face lie to consumers and as far as it goes it bait and switch PERIOD!!!! You can try it if you so chose. I'm just trying to warn you beforehand so don't be surprised when trying to use it to do anything.
I explained to the service department how this panel was infested and gave me roaches when I have never, ever had a roach problem before. I spent time and money trying to get rid of these things when I finally realized that it was the panel. I threw it out. Service said they would have to someone come out and give me a new one and probably charge me for it. Really? This just cost me money and time because they sent me roach infested equipment and they want to charge me!
Recently in last few months I see On Demand service of Xfinity forces me to buy Netflix Services. It wasn't like that before. How? On Demand shows "Free movies" but it's not. It used to be free movies before they added Netflix integration before. So, it's forcing me to buy another service under the label of "Free movies".
If I could rate them a 0 star I would. So disappointed.
Had to disconnect due to moving. They charged me nearly a 500 dollar fee for termination of a contract I don't remember agreeing to and certainly was not advised on when calling to cancel. I'm glad to be done with Xfinity and I'll never go back. And I'll be sure anyone who is considering them will receive a very convincing dialog as to why they should never use them. The quality of my service never matched their claims, the bill never matched what they said it would be; and forget ever getting a straight answer about anything unless it's about what you owe them.
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I had Comcast install two cameras at my home in 2014 which included 24/7 monitoring. I paid the installation fees and have been paying the monthly service charges since that time (it is now January 2018). Even though the cameras have been offline more than on, I've never missed a payment. I tried several times to set up a service visit unsuccessfully. I was finally able to get one set up in December of 2017. I was promised that I would not be charged a service fee since the cameras hadn’t worked in at least 4 months.
The technician came and fixed the cameras and yesterday, I received an itemized bill from them stating that they had installed two cameras and added 24/7 monitoring. I spent an hour on the phone trying to explain that I started the service three or four years prior. The issue was finally resolved but, they never admitted that they had made the mistake. I do not recommend their service and if it weren’t for having to buy new equipment from another company, I would drop them like a hot potato.
At the end of every year, I negotiate a price and at the beginning of the next year, they consistently increase their rates and will not live up to their prior agreement. Bottom line is that with any competition in my area, they are history.
In trying to get a billing question resolved I ended up calling their support line 3 different times trying to get one person that I could understand. The foreign accent of all of their support people, including their supervisor was atrocious!!! I've never been so frustrated in my life. I don't care what their deals are, you DON'T want their service! Run away, don't walk. You've been warned.
Xfinity internet goes out every few weeks, and when it does, it takes their “highly trained technicians” hours to fix it. This isn’t due to storms, it just goes out for no reason. Horrible service, there are other internet providers in the area and I suggest going with them.
For a company that has made it so that our neighborhood can only use Comcast to begin with, I am shocked at how difficult it has been to set up service and keep service on. After moving here in September (it is now December), we have had to reconnect service three times. Not only have we had to do that but there has been no record of prior services to my address whenever I try to correct the dropped service. Finally they decided a technician had to come out here to reactivate the wires outside and then they tried to charge us for installation fees that did not apply to the services provided by the technician.
While interactions with the technicians or customer care are usually pleasant, it is all meaningless when all that's left to be discovered is a long trail of incomplete work orders leading to interrupted service and incorrect charges. Being required to use Comcast with no alternative options for internet is one thing, but adding in the blatant disregard for corporate responsibility to ensure satisfactory product performance should be illegal. If Comcast doesn't care about their reputation, consumers should have the option to choose a new internet provider. Very dissatisfied.
I received an invoice from the false alarm reduction program for $300 for false alarms at my home. I am not always available to respond to calls. I have a camera system, no pets and no additional persons at the residence. During the last event, I was on the phone with Comcast tech, when an additional alarm activated. At that point, I requested Comcast to deactivate the entire system. Per my conversation with Comcast escalation department rep, Comcast will not reimburse me for the cost of the false alarms. This entire system belongs to Comcast, it was installed by Comcast, and maintain by Comcast, and therefore it is Comcast responsibility to absorb the cost when equipment malfunctions. Power quality system. Poor business model. Poor customer service.
Levied with renewal fees when I did not authorize it. The absolute worst company to do with business with, hire inexperienced people that keep transferring you from person to person, keep you for hours on end in an attempt to inconvenience clients. The inexperience people sign you up for renewal in attempt to make their sales and line the pockets of their company.
Complaint Xfinity. On 10/23, I sold my home after being a resident for over 10 years and having this service for the last 5. They make it hard to quit them and so they force you to return the equipment. However after escalating that the new Owner wanted to take over the fact service, they finally agreed to let a service tech go to the property and make them change and take the old equipment back. This was life saving because I was not in the same state. The new owner was there for the transfer and turned over the equipment. She asked for a receipt or confirmation and that hemail tech refused, stating it was not needed. Well when I received my final bill they said we owed $300 for unreturned equipment!!! Took us several emails to resolve that. Then, they charged a $190 early termination fee!!! Why? We had services for over 5 years?
They then said in April 2017 we started service again?! We asked, with who? Or how? They said "you should have been told and you accepted it". We said, "That never happened". We asked for proof in terms of pulling their recorded call, paperwork signed by us accepting the terms, etc. They said they would escalate the request and a supervisor would call. No one is calling. We went online and found an online escalated team and the employee without providing any proof stated that's what it was. This company practices hidden and fraudulent practices to scam the consumer of monies. Poor people are stuck paying all their obscure fees. They need to be stopped and there should be a class action lawsuit to address this abuse.
They canceled on me 3 times this week for no reason. I wasted my day because they canceled again. 3 weeks in a row. Always they have an excuse. Worst corporation ever, they do not care about their customers because they have us by the **.
This bad experience with Comcast has occurred before. This is not the first time. I have called to let them know our service was down but they cannot give an estimated time or day it will be fixed. I call again. They give a time, that time passes. I call again and they say their systems are down. There is nothing they can do to help. I also expect that if service is down for a couple of days they should adjust the account and not charge for the time we cannot use their service. The worst thing is paying for a service you can't use. I really wish they would have better customer service over the phone too.
In 2014 I canceled my Comcast service and when I return my equipment I was due a refund. I was moving to another state where Comcast service is not offered. I got the check but never cashed it and then lost the check. In 2016 I found the check again and then lost it again. So I went to the Comcast office in person and ask them if they could re-issue this check. They said their system did not go back far enough and I would need the check number to verify this outstanding check and to help them look it up. Since the check was lost I couldn't provide them the number.
Yesterday I received a letter that Comcast is trying to reach me about an uncashed check with the balance of $101. That was the amount and the check that I was asking him about a year ago. Now I have to mail them in the letter stating that I am the rightful owner of that amount. It's gonna cost me $.50 just to verify something I try to take care of a year ago. Their systems are very poor if they can't go back two years to verify it and paid check and if this is how they go about processing refunds.
Cisco DPC3939 Battery for Model - Just converted to Xfinity and absolutely love the system. My problem is with the customer service and logistics of this organization. Bottom line up front: Why does Xfinity give you a modem that requires a backup battery that they cannot provide and which seems to be unavailable elsewhere??? I received an email suggesting that I make sure I have a backup battery for my modem in case of electrical outages. Apparently they do not give you the modem with a battery already installed. Sounded like a good idea. I tried to order a battery. I received an email telling me that the battery would cost me about $40 to include shipping. OK. So I wait for a couple of days and I get a knock on the door. A service man is there to install my battery. I don't have the battery yet. He doesn't have the battery either.
We both scratch our heads and he goes away. About a week later I contact Xfinity - VERY bad connection... WHY??? All their customer service is located in the Philippine Islands. Understand... I love Filipinos but I was really hoping to have a conversation, you know, a dialogue, with someone here in the continental USA. Instead I spent a lot of time on hold listening to repetitive music and then being connected to a young lady who I could not understand who simply repeated back to me everything I said to her. Frustrating.
Finally found out that the battery had not been sent to me and they were unable to tell me when the battery would be sent to me. Eventually I was able to get the charge reversed on my credit card for the battery. In all, from the start of this process to now I spent almost three hours on the phone with Xfinity. I contacted Cisco directly and spoke to their customer service (located in the Philippines, of course) and was told that CISCO no longer made this battery and that Xfinity was doing the manufacturing themselves. When I tried to find this battery online I determined that it was in heavy demand.
Been a Comcast customer for over 30 years, pay huge bill each month. Because of their own doing, totally ruined our WIFI, our router and cable boxes. After numerous visits, we asked for a service call to again fix THEIR MISTAKES. They insisted we sign agreement to actually PAY for this visit. We said ok reluctantly and set a time. Finally they confirmed the appt with THE INCORRECT TIME. Called, after hour and half, they insisted I was wrong. NEVER EVER EVER USE COMCAST.
I had service with Xfinity since 2013. Throughout the years I had several problems with customer service giving me different prices, different services and my bill changing without knowledge. Today was my last straw, after being transferred 3 separate times, I finally was able to cancel my cable, I needed just internet. The customer service representative gave me pricing for three different options which I chose the first one for $54.95 a month. He then transferred me to another person to cancel the cable side. That person then told me my new bill would be $89.95 a month for just internet. I stated "That's not what I was told my pricing would be" and she stated that I would not be able to get that pricing because I was already a prior customer. Then stated I am in a 12-month promotional package to where I cannot terminate services without a fee, I stated I never got into a promotional service or contract.
After 15 minutes going by she finally stated I am correct, I was not in one. Then stated the only internet package I can get was a performance package that cost $30 more than any other package because I was a previous customer. Even if I tried signing a contract with them to get the promotional price of $54.95 which I was stated previous by the customer service she stated no I was not allowed. I called back again after getting off the phone with her once again. Was offered the promotional price of $54.95 for my internet. They cannot get on the same page of what they are offering customers and what they are charging them. They tell you you were on a contract when you're not on one. They tried charging me extra equipment fees which I did not have. Their service and their pricing went completely downhill. I do not recommend them to anyone. I will be looking at their competitors as I've already gotten cheaper pricing with better service.
Today the tenant on the first floor was getting new service from Xfinity. I have had Xfinity for the past going on 3 years. When they install the tenants internet somehow they disconnect mine. I called to speak with a rep. We tried the troubleshoot. They cannot send the signal to my box because it's a problem with the outside line but yet I have to wait for an appointment in order for a technician to come out to fix my service when my service should have never been interrupted if it wasn't for your under-informed technician on how to install cable so I'm very disgusted because I have to wait two days in order for someone to come reconnect services that should have never been disconnected. I should have stayed with FiOS.
My kids were able to get help and guidance through the entire process of setting up installation while Kevin was on the phone. Kevin was very understanding over the phone that made my kids feel comfortable and confident enough to participate technically.
I've had Comcast/Xfinity for 3 years and a year ago decided to upgrade my package and get a security system put in my house due to break-ins in my neighborhood. A month ago I moved and could not transfer my service due to Comcast NOT offering service to my new home. So I go to Comcast and turn in my boxes, controllers, and wifi router and paid my remaining balance and The guy shook my hand, apologized for not offering service at my new home and that was that. A week ago my bank account was charged $400. So I called Comcast and spoke to a rep and he explained that they are not supposed to charge me a disconnection fee unless I would had moved to where Comcast does offer service and just use another service. The rep said he would have someone from the billing department to contact me immediately so they could fix the charges for me.
10min later the billing department calls me and explains there is nothing she could do for me because I signed a 2-year agreement unless I would have moved for military purposes. I then explained I was a veteran who just ETSed a year and a half ago if that makes any difference and she said "no". I then explained to her that I moved due to work and can't help that they don't offer service where I moved to because If they did offer it I would have just transferred my service. Her response was "Sir, if we offered service everywhere, it would be a monopoly". So I just want to let everyone know what kind of people you're dealing with when you get Comcast. And come to find out they have a class action lawsuit going on because they are auto renewing people contracts.
So the day started off with the Company lying to me about the Security Cameras I was going to buy from them for increased home security. Actually went to another company after the lie. I told them they were for outdoors and they came to install only to find out they were not water proof and thus N.G. for outdoor use. Plus I was told $29.95 if I did not want them and just wanted to switch my home alarm to them. Yet when look at what I pay now and what they were quoting it was $47.00 more. I can get 3 cameras and much more for $41.95 a month, thanks but no thanks. That was lie 1.
Also had an appointment for 1 - 5 to fix my HBO which is not coming in and neither is VOD working. Nobody showed up so they set up another appointment for 7 - 8 PM which they said they would be at my home for sure. Again nobody showed up and not so much as a call. I requested someone still come and they refused. Hmmm and you wonder why they suck at service, they just do not care at all. They are rude for not showing up and they are doubly rude for not giving you a heads up. Sorry to say but in my view they have great products but their service is a ZERO!!!
This is NOT a review of any particular store offering Xfinity. This is in reference to Xfinity's billing department - which is a NIGHTMARE!! If there were an option for ZERO Stars I would have selected that! When we first signed up for Xfinity's internet service we were offered a "special" rate of $64.37 (total). After one year, we received a notice that the special offer had expired. We were instructed to call to renew the special which we did - 6 TIMES in about a week! EACH AND EVERY TIME we called we were assured by the person who answered our call (6 different people) that the original rate was re-instated. We would then receive an email "confirming" our new rate.
In the emails we received after each call the new rates listed included: $96.32, $91.32, and $88.61. None of the emails showed the rate promised to us by ALL of the customer service reps with whom we had spoken ($64.37). On our most recent call, (call #7) after several minutes of accomplishing nothing with the customer service agent we were referred to the "Loyalty Dept." The gentleman who answered in that department proceeded to inform us that their "system was down" and that he would not be able to help for an unknown period of time. As it stands at the time of this writing, after numerous phone calls and much wasted time, our situation has still not been resolved. If you are considering switching to Xfinity - do your research! We are now looking to switch our internet provider.
I went into the Xfinity store to get another box for an additional tv. The salesman (that's what they are) told me that they had a special, I could get the home alarm system if I signed up for a 2 year contract and I would get more channels and pay less. So, since I was an Xfinity customer for 30 years who would think that they would screw you so bad. Well, 3 months later they discontinued all the channels they provided and said that it was a 3 month special. Now I had a crappy alarm system (really cheap - ridiculous), and basic cable. I paid $800 to get out of my contract and will never use Xfinity again. Ever. I should have know better, don't ever believe the sales guys at Xfinity. If it seems like a better deal, it's not!
On Friday June 30, 2017, I came home from and my service was all off (cable and Internet). I call the company. They could gave me an appointment by July 2. I wasn't sure what was happen to my service until my neighbors told me and confirm that Comcast and AT&T trucks were working in my backyard digging and ruin my grass without even leave a note on my door. They left and leave all the wires outside the soil and some cables that are cut. I contact AT&T like 10 times and almost getting a heart attack and lastly they couldn't go UNTIL June 6, but that they won't fix my problem because they were not my service provider. I contact COMCAST and same number of times and after talking to different supervisor they gave me an appointment by June 2 from 8. am to 8.45.
My husband and I told them specifically told them we work that day, at 10 am. NOBODY SHOW OFF. We call them to let them know no one will be home but to please fix the wires outside and CALL US. No one call us. We call them again by the afternoon and told us they could get inside because nobody was home. How can they come inside to ruin my service and not to fix it. After call them 10 times more and going from supervisor to manager they don't gave us and appointment until June 4. At midday. Which I can't be here either. We need it the internet. All in my family are at school and need to have work done. This is crazy. I attach picture to people see.
Don't ever join their Services! I let a rep install internet in a property that I was only had a 6 month lease on, they guaranteed me I could cancel anytime. But when I went to cancel service they told me I verbally agreed to a 3year contract! Early termination fee $350!! "Why would I agree to that" I said when knowing I would be leaving in 6 months! This is a scam company! They couldn't provived me with my signature or so called verbal recording of myself agreeing to this! Stay away!
I am very upset!!! My husband paid 100.00 deposit for new service last year 2016. We wanted to TRANSFER SERVICE ONLY TO BE TOLD WE HAD TO PAY ANOTHER 100.00 DEPOSIT (just to transfer service). WOW. WE was told that we couldn't get an alarm system until DEC 2017. Mind you not we already have service, paid 100.00 deposit now we got to pay another 100.00. We not downgrading services, or upgrading. Our bill is already 250.00 a month. Xfinity this is ridiculous with under handing taking more money. Then to be told you good enough to pay a high cable bill but your safety is less important. The representative was very understanding. We like the service but to pay another deposit, where is the first and not to be able to.
I recently called Xfinity to make changes to my account and was told I could not do so over the phone and had to go to their store!!! What poor customer service!! I pay you a damn car payment each month for cable service and you can't service my account? I have to waste hours of my time to wait in your store to get a service I already pay for!!! You gotta be kidding me!! Not to mention when I do call your ridiculous company I speak with someone on the other side of the world who doesn't understand anything about customer service or american culture and expectations!!! Then I GET HERE AND YOU REALLY EXPECT ME TO WAIT A FREAKING HOUR OR MORE TO GET SERVICED??? HOW ABOUT YOU PAY ME FOR MY TIME!!!
We have been Comcast customers for over five years, with services including internet, cable and telephone. While attending the Napa/Solano Home show on Friday, April 28, 2017, my husband and I stopped by the Xfinity counter to ask a question about our cable service. In addition, I expressed interest in learning about Xfinity's Home Security Service. The Comcast representative was named "Calvin" and after having reviewed our account online, his only comment was that "Our current monthly cable bill is too high."
I told Calvin that our current security system was installed and is being monitored by one of your competitors but that we might be interested in switching to Comcast, depending on the cost and equipment options. Calvin asked for my cell phone number so he could text me his contact information. Presumably, either he or another Comcast resource was going to provide or discuss equipment options and cost information regarding your home security system in order to decide whether switching to Comcast would be a viable solution. Calvin texted me his cell phone number (**) the same day.
However, as of today (May 2, 2017), I have not received any other follow up information from Calvin. In fact, he did not respond to a text from me asking which office he is assigned. Instead, since Sunday, April, 30, 2017, we have received three separate emails from your company regarding the, "Upcoming installation of our new home security system." After the initial email was received, I called the phone number provided to inform your company we had not authorized an Xfinity home security system to be installed in our home. The representative told me the installation was scheduled for Saturday, May 6, 2017 and that he was not authorized to cancel this appointment. He provided the phone number to the Home Security System department and said to call them on Monday to cancel the appointment.
Yesterday, I spoke to Felicia in the Customer Solutions Department. When I attempted to cancel the appointment, Felicia told me she would not cancel the appointment, without first talking to my husband because the account was in his name. After insisting on speaking to her supervisor, the call was referred to "Camille," who identified herself as a floor supervisor. Camille also insisted on first speaking to my husband before proceeding. However, after giving him the phone her only request was to know my name. My husband was not asked to confirm his identity. Afterwards, we were assured by Camille the appointment would be canceled and that no other follow up action would be required by me.
Unfortunately, today I received yet another email regarding the "Upcoming appointment for our Xfinity Home Security Installation." This time the email stated to "Be prepared to sign your two-year contract." The email also informed us "To create a list of security equipment and smart home devices you would like to use and to consider where you'd like the equipment to be installed." Presumably, the fact no one from your company has ever contacted us to discuss options or anything else about your Home Security System is not important! Additionally, none of the emails received confirm an installation date and timeframe. This letter is being sent to you as a result of the fraudulent tactic used by your company representative (Calvin) and other employees who seem only interested in getting customers (In this case seniors) to make a contractual commitment, site unseen and at unknown costs. This is unacceptable and insensitive customer service.
Xfinity Home expert review by Erin Raub
XFINITY Home from Comcast is a smart security and home automation system. Consumers can customize their package, and they can also use their existing equipment with their new system.
Bundle option: Comcast customers can enjoy a discount by bundling their XFINITY Home system with TV and Internet services.
Compatible with old equipment: XFINITY can upgrade your existing equipment, including door and window sensors, control panel and wiring, so you don’t need to worry about installing brand new equipment.
Home automation: Homeowners can add on the XFINITY Home Control package to their security package to enjoy remote thermostat, lighting and appliance control. The system can be self-installed or professionally installed for an additional cost.
Customizable: Homeowners can choose from different base package options and then add different devices for a completely customizable home security and automation system.
Control from your TV: You can control your XFINITY Home system straight from your TV with the X1 Entertainment Operating System.
Best for: existing or new Comcast customers.
Xfinity Home Company Information
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