Consumer Complaints and Reviews
Stay away from Comcast Xfinity. Their service is the equivalent of putting a 3 HP Briggs and Stratton Engine into a Ferrari. "The Future of Awesome" I do not think so guys. Nice try. Perhaps you should get out of the Communications business and open a chain of Pizza Parlors.
It is very frustrating knowing that I spent another hour trying to resolve the "blank screen" error, "cannot connect" error, "disconnect and wait 10 seconds" error, etc again. I can honestly say that I have had 4 service calls and a 5th one scheduled. The technicians say that it is the outside lines, the outside technicians say it is my inside lines. I personally do not care where the lines are located, I would really like everything fixed. I find it very disturbing that they can tell me I have 12 months left in my contract and cannot get out. But miraculously they are allowed to raise the prices because they notified me 30 days in advance of a price increase (even though the service is not as described).
The customer service team believes that I have all the time in the world to spend with them crawling around on the ground unhooking things and plugging them back in. Then they are amazed when they find that because they said it would work (and it didn't) that they are having a hard time scheduling a tech for my area. It is disheartening that no other provider is available in the area. BRUTAL!!! Thank you XFINITY for being the price gouging mega giant screwing people over with the worst service EVER! I personally would LOVE to have the "Xfinity" service that I have been paying for. It sounds like a great platform to be able to use.
I have just moved to an apartment 7 months ago and have been trying to get Xfinity service every since. However, I have been denied service because the last tenant before me owes a 300 dollar bill. How is that my problem? I have taken them all the paperwork they requested to show I did not live there when the service was used and I am still denied service. This is discrimination and bull. I would rather watch Netflix as to have to deal with such unfairness.
Called Xfinity in Feb. 2017 to disconnect service. Guy on phone said service would be disconnected and advised me I could take my boxes back to Xfinity office or to local any UPS office. There was no mention of service could not be disconnected till boxes was returned. So I go today April 3, 2017 to return my boxes and lady tells me I was disconnected due to non-payment. REALLY! Well I had her pull her notes and it plainly states I called in to disconnect and that the guy only advised me where to return boxes. Lady proceeds to tell me my bill has run from my supposed disconnect date in Feb. Till now because I didn't return my boxes. I told her I was not told that. She swore I was regardless of the note in front of her. So she states she can give me no credits although they did not disconnect.
My service as ask, nor did they tell me they wouldn't if my boxes was not returned. Therefore Xfinity racked them up another 200 dollars on my account by not disconnecting my service when ask. Their service is outrageous and it sucks as well as their customer service. They stay in business by ** people over just like they did me. So my account will go on my credit. I refuse to pay someone money for service that I ask to be disconnected. I am not the only person done like this. I advise people to go online check your distance to local tower for TV channels, buy an antenna that will serve that distance and save yourself from pathetic Xfinity. I pick up 16 channels off an antenna and don't have to take the screwing from Xfinity.
3 techs to my house and 35 phone calls later... still no cable or internet as promised on 3/2/17. If I could get someone else's service out here in the country believe me I would!!! I have dealt with any type of company in my life. One worthless guarantee after the next.
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I originally started my service with Comcast back in 2015. In 2016 my husband and I purchased a home so we "transferred" (started over) our services and added Xfinity Home. At the end of 2016, my husband passed away so I had to sell the home. I called a few days before closing on March 6, 2017 and asked about transferring services to my new location. I was told I could not transfer service since there was active service at the new location. I then asked if I could disconnect my service. I was told yes. I then asked if I would be charged any termination fees. I was told no. I proceeded to disconnect my services and request new services for the new location with another company.
A few days later, I received the bill from Comcast which included a termination fee! I called to ask what it was for and told the rep what I was told when I called in the week before. He told me they would listen to the call and get back with me within 72 hours. 72 hours came and went. I called back the next week to follow up. I was told that the termination fee would not be waived because I signed a contract. I again explained my initial conversation with the rep. I explained that I was told that I could not transfer the services and was told that I would not have to pay a termination fee. I was told repeatedly that they were sorry I was misinformed but since I signed a contract there was nothing they could do.
My call was escalated to corporate who asked me if I had a copy of my contract when I called in to transfer my service. I reminded this rep that I was in the process of moving so my contract was not available to me. That is why I called to ask Comcast information about my account because I trusted that they would provide me with the correct information.This rep told me that he would not waive the fee either because it would defeat the point of having a contract. I let this rep know that his employee made a mistake which resulting in me setting up services with another company.
I reminded him that I had called to transfer my service and that if I had been told the correct information, I would have made a different decision. I believe it was only right for him to at least meet me halfway for their mistake. I was told AGAIN that I signed a contract and there was nothing they could do. I will never get service with them again. If someone makes a mistake and misinforms a customer, they should at least meet them in the middle.
Me and my wife moved our service from Boulder to Erie, this is a very simple thing not with Xfinity. They messed up the billing, started a new agreement and raised our bill. When we called them about the mistake they assured us that they would backtrack all the billing and apply a credit to our account. This never happened so we called again, same response. Same problem the next month. After 12 phone calls the extra charges were removed until the next billing cycle included a letter from a collection agency for $30. Called the collection company and submitted a certified letter to dispute the charges. Called Xfinity again with the same response however the collection company still does not show a payment. WHAT A JOKE OF A COMPANY.
I paid via online and three times the site rejected my credit card payment. Turns out two of the three went through. When they called to authorize the payments I specifically said yes to only one of the payments. I am on a recorded line telling them that I am only authorizing ONE payment. Guess who has been battling the "billing" department to have the amount refunded? Yup. This girl. Today when I asked to speak to a supervisor the CSR plugged her nose and pretended to be someone else. I mean I am not joking even a little. Who does that? Ish!!
System never worked correctly. I gave up on the service after TWENTY TWO MONTHS (22) and asked to have it removed from my bill THREE different times. I am still be billed for the service TWO months later, which is disconnected! Absolutely NONE of the experience I had with Comcast/Xfinity services and customer service has been positive. I am concerned about NOT paying the bill as I do not want a hassle with my credit report.
First, if your system has any error at all, there is an annoyingly loud beep twice every minute you cannot shut off without taking out the battery of the unit. This then leads to the next problem - if someone breaks in with a screwdriver all they have to do is take out the battery and your system is disarmed. Comcast confirmed to me that if this happens no police will be notified. You may be notified with an automated call that your system is offline. That's it. Better hope you are not out of town when either your system malfunctions as mine did or someone breaks in and takes out the battery. Total JUNK!
When we moved our package was to be 139.00 a month. A little while later our bill was 222.00. They hit you with multiple fees for crap that was supposed to be included in the package. This place is ridiculous! No wonder why they were fined millions of dollars for overbilling. Hope someone starts looking into them on a monthly basis.
Comcast had to rebrand because their overall consumer ratings were so poor. Well Xfinity (Comcast's rebranding entity) has proven to be no better. In fact it's the same pile of... well we all know what Comcast was. Let me list just a few of my top complaints about the lack of promises that Xfinity misrepresents; first the outages of service. The same problem as with Comcast and they can't even blame it on the weather. Next, their On Demand. Sure you can have free viewing of every horrible TV show ever made but try and watch any of the top ten series from the beginning and you will have to pay for a subscription or purchase the earlier seasons on top of your monthly rip off. Then if you do watch a series on their on demand, it will be assured riddled with commercials, and not different commercials, the same ones, over and over each commercial break.
If that is not bad enough, I'm a sound man and notice the volume difference from show to commercial without touching the volume, so I measure it with a decibel meter (an instrument that measures volume of sound). Well the commercials play 4 to 5 decibels louder than the series episode that is being viewed. I find that intrusive. Why play the commercials louder? They are already playing the same ones over and over, and now louder. We get to pay for all of that. Garage, Xfinity, bull, Comcast, it's all the same.
The technician never arrived to install my equipment and apparently they told me it was canceled because I owed $31 from a previous account. I took off work losing me money. To top things off the money I owe they told me was fine and that I could still get my Internet installed when I ordered it and was owed from an account I cancel before the 30 day mark but they refuse to take off. I will be writing reviews of them anywhere I can find. They are without a doubt the worst company in customer service, reliability, and with being transparent with what you are getting. DO NOT GET XFINITY SERVICES. Go satellite and grab a unlimited data plan.
Schedule to have internet and cable boxes installed in my house on a Thursday and never showed up and called them. They said that I have a technician out. The next following days waited, no show. Call them again next Friday. They said that "have a technician to wait for a phone call you on Saturday." No show. Call them again on he'll be hooked up before Monday. Sunday came around, no show. I cancelled installation and the cable provider in one with different provider.
I noticed that my account had been paid and I had a credit of $10. I didn't think anything of it. I figured I must have over paid my bill because I do that sometimes. The next time I looked at my bill it was $167.00. My bill has never been $167.00. I called to ask why my bill went up. I was told that someone else's money had been applied to my account and that's why my account was paid and had a credit of $10. When they reversed the charge to my account they added on a late fee because now I was late paying my bill because I thought it was already paid. Even though my bill was originally $156.65 and the late fee of $10 wasted applied that would have made my bill $166.65 but for some reason my bill was $177.
They told me they would take off the $10 late fee because I'm normally not late and that would bring my bill down to $167. I told them my bill wouldn't have been late if they applied the money to the right account and my balance was Never more than $156.65 so why would I pay more. The customer service person tells me he is only authorized to give me a credit for the late fee of $10 which brought my bill down to $167. I told him my bill was never $167 and he needed to put someone on the phone that could authorize my correct amount. After putting me on hold for over 5 minutes he comes back to the phone and tells me his supervisor would eat the cost and he was authorized to lower my bill back down to its original amount. He totally acted like he was doing me a favor by changing my bill back to the right.
I've been forced by Heritage Hills community to only have Xfinity. It's been a year since I've had the service and it's awful. The Internet goes out or freezes constantly. I have to unplug the cable box and modem to reset it. When I try to call Xfinity customer service the phone service disconnected my call transfer four times. On top of bad service they have the nerve to raise my bill by twenty dollars. This company has terrible service overall.
It is very expensive. I pay about $130 per month for just TV and high speed internet. When I saw the ad of Xfinity it was $89, so I started using their service. But when I received my bill there are so many extra fee and it became $130 per month. I don't want to use them anymore, but changing service is just pain in the ass, and they never take my call.
I called today to cancel my membership with Comcast because I have to move. I don't need their services anymore. I was under the impression when I first signed up that I would not have to pay any cancellation fees for doing so. The very cold and unemotional rep simply said "you owe $223 for canceling your 3 year contract." I told her that I had not signed anything or been told that I would ever have to pay such fees for an early termination. But she said there was nothing she could do. Her story then changed to 24 months not 3 years and that I had only been in the contract for 12 months so now I only owed $150 for the cancellation. After I've already given the company years of my business and thousands of dollars you'd think they wouldn't lie or treat their customers with such disrespect.
The only reason I don't leave Comcast's triple-bundle (landline phone, internet & TV cable) is because my home was wired 11 years ago with Comcast and another company that wired my home for audio surround sound indoors and outdoors. I'm so afraid that I'll lose (meaning system will get messed up) the surround sound if I discontinue Comcast's service. Meanwhile I continuously have issues with my cable and internet, mostly cable! Landline is no problem! Comcast is definitely way too expensive. I have SAME triple bundle as others I know and continue to have a higher monthly bill. And I've had my service longer and friends get more channels (i.e. showtime, HBO, etc.) and have had their bundle not as long, but for several years. If they come out to fix one TV, another goes out or I have an issue with the other TV. It's never a done deal... it's ongoing, grrr!!!
Without Internet over 30 days and still being charged - Back in May of 2016 we started having issues with our Internet so when you call they try and reset modem. In May it worked enough to barely get my daughter through her online class. Continued resetting then later in June we were sick and done called for technician. Tech came out. Changed box. Said we had the wrong one and some new wires needed to be replaced. Next technician was late, then it turned into a no-show. Next tech replaced a modem again said previous tech was wrong. Next service call they ran new wire and thought it was fixed. I called Xfinity for reimbursement and they stated 30.00 was all we could be reimbursed. I even had to go up on my mobile data from 12gb to 25 to sustain our use.
I spoke with credit services and they quoted me 80.00 which I feel is fair. Then the manager turns around calls me back and states 30.00 is all they can reimburse me. I argued and asked to speak to her supervisor which will be 48 to 72 hours. In the middle of our conversation the Internet stopped working again and we're filming dates and times. Now this will be the 5th time someone has been out to service our Internet. So do not do refreshes for signal, call for a technician!
Cameras never worked right. Thermostat failed. Fire alarm went off while I was home for no reason. Customer support not only failed to help but tried to tell me I had to buy extra support package so they would help me. Technicians failed to fix cameras. Cut the wires and left. Infuriated, I removed everything and drove an hour to "nearest" store and gave them back whole system. They refused to listen to me and charged me for remaining months on security. In my 53 years of life here on earth I have never dealt with a more unprofessional company. When they came to North East PA they flooded the area with stores. After they built base they left and closest store is hour drive for part replacement or pay to have it mailed.
Comcast lied in offering sent to consumers last fall. After agreeing to install their upgraded equipment they removed services, increased charges... Both were in exact opposition to the offer. No change in services, no increase in price... Both happened. I have spent hours on the phone, composing emails, but they just say "You weren't supposed to be getting those services and we don't offer that package anymore."
Regardless, they lie, don't stand behind their own offerings and don't care about their customers. Now they are adding additional fees for local programming and channels that we are already paying them for. Last answer, "too bad, you have to pay these new charges or you can get service somewhere else." That is what I and several members of my family are in the process of doing. I can't believe it, but I think they are trying to get customers to leave. Seeing others have similar, but different issues makes me realize it isn't just me.
I've had my home cable TV/internet service for 14 months now. In those 14 months we have had 17 service calls to our home for issues with cable box, internet connection issues, etc. A majority of calls were because the prior tech didn't do his damn job right, and a second tech or supervisor had to come out and fix the problems prior tech left. A few times the tech was so damn rude that I told them to leave and had to get rescheduled. For past 3 months my internet usage has shot up to past 300 GB in a month (340 GB, 422 GB, 572 GB). Prior to April 2016 our normal internet usage was 17-24 GB a month. There are 4 cell phones, 2 tablets using wifi. NO downloading of movies, music, or hardcore gaming at all.
Used for watching vids on YouTube, playing casino game, email opening, Facebook, and sometimes Xfinity On the Go app for TV show watching. As you can see, nothing that would use a MASSIVE amount of GB, certainly not +300 GB in a month. Numerous calls have been made to Xfinity and as of last call 15 min ago, absolutely NOTHING has been to figure this problem out!!! No customer service rep, technical assistant rep or even Security dept rep can tell me the cause or give a solution to this issue. Obviously we have a big problem and Xfinity has no answer. Now I'm told by rep that if usage is high again this month they will start charging me for usage!!! What??? A problem that has been recognized but yet can't be solved and they are going to charge me for it!!!
How can this be legal??? Every time I called about this scary data usage issue, I get the surprise voice when they hear my usage and have been told that they can see that another individual is downloading, but can't identify the IP address, or triangulate where the perp is located. We only use a secure network, a change passcode every other month and give to no one. So someone steals internet, downloads and then I'm going to have to pay for it, WRONG. I will fight them on this issue. 17 service calls to home, over 50 calls to Xfinity about issue with MASSIVE internet usage for past 3 months, without a clue as to HOW this is happening. Beware of their tactics, and document all calls with XFINITY. They can't continue to financially hold customers accountable for their screw ups.
I paid my bill in advance. There was money due to me was suspended. To be refunded in check. I waited. 4 weeks no check. Then called. They still had my money. Was told they could put on credit card I had never used. Waited five days. Never happens. Talked to will from Mexico call center. He put my money on someone else visa card. I still have not got my money almost 60 dollars. Theses people are jerks.
3 days delayed to fix my cable and every time I call on customer service they has different explanation.
They were really responsive right away and accommodating to any questions or concerns I had. Telephone is absolutely the way to go when getting in touch with them. Customer service employees were always thoughtful and usually had a good attitude. Only occasionally did I get a representative who seemed grumpy or difficult to understand. I felt my home was safe and looked after with them. The set up and installation was easy, however my house was already wired for a security system, so there wasn't a ton of groundwork that needed to be done. The technician showed up when he said he would and was prepared and efficient. Things went quickly and he explained to me what he was doing as he was doing it. He was polite.
Monitoring was pretty typical to other security systems. You have an alarm and a code. You could have sensors on downstairs windows and motion sensors for when you are away (which only works if you don't have pets wandering the house like I do). If the alarm was triggered while I was away, they always sent police promptly AND got in touch with me quickly. Overall, it was a great experience, but when I moved, I found security from a cheaper source. Sometimes the customer service was spotty but it was user friendly and I always felt safe. At the price I originally got it, it was worth it.
The customer service provided was fantastic. Everyone I dealt with was very friendly, knowledgeable and helpful. I had a really great team of people working for me. The installation process was quick and easy. Minimally invasive. I hardly even noticed anyone was here! It didn't interfere with my daily life and was done in much less time than I had originally expected. The monitoring capabilities are superior. I love that I am able to use my smartphone to access my home's security features. It is convenient and easy to use. It was an amazing value! I shopped around and found that I definitely received the most bang for my buck with this system and I couldn't be happier with it.
I was confused about setting up the system but they took all the hassle away for me by doing the entire setup for me, explaining in great detail how the system operates. They installed and mounted the control unit where accessible yet where it wasn't looking like a "sore thumb." All the how tos and wheretofors were explained in great detail and operation was made simple to understand. Everything that is of a major concern for us has been address more than satisfactory. We are able to see what we need to see for the protection of our family and home. It is a good value considering how expensive things are these days due to the value of the dollar and what we want to have accomplished for us or what we require.
The representatives were really nice and helpful. One representative helped me feel safe when my alarm went off and the police came in minutes! The crewmen were quick. They were very nice and explained the setup well. I even asked how long it took cause I had to go somewhere so they moved faster for me. When my alarm went off the camera took pictures instantly. I was very satisfied with the results of the problem being resolved also. The system works guaranteed. The value and price is wonderful. I will most likely recommended this to someone as soon as possible especially if they have family or valuable items.
It's easy to get in touch with a sales rep. Will help with any technical issues right away. I had an issue with my alarm and they assisted me over the phone until we found a solution. Really happy with the service! Installation was very easy and it didn't take much time. Someone came home to assist and explain how everything worked. They came at the expected time and day. We only had an issue once but it was solved promptly. In my system, I have the possibility of tracking the activity occurring both inside and outside of my house from my smartphone. This is a very important feature for me as I spent a fair amount of time abroad. While it's pricey I believe the money for value is very reasonable. It's in line with what other providers offer - I haven't tried others but I'm very happy with this one.
Erin RaubAlarm & Security Systems Contributing Editor
Erin Raub is a freelance writer, content marketer and blogger. She writes about home security and family safety, as well as digital marketing and business. Erin is also an experienced travel writer, and knows having a trustworthy security system can make any time away from home even more enjoyable.
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.
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