What could improve? EVERYTHING. I've been a customer for 25+ years and their service has been getting steadily worse. Cable hasn't worked properly in 3 weeks and it's taken 3 weeks to get an appointment (which is OVER A WEEK AWAY) Their customer service does not care whatsoever about customers, theyre completely useless. And they broke a promise to me to have this repaired today. Would be 0 stars if tha were possible read more

Their customer service is the definition of crap! The actual service isn't bad but their call agents aren't useful for solving problems.

Terrible, store hours are a joke doesn't open til 11 am durong the week , website says 10 am been watching 20 people walk and grab the door and they are locked til11 am , will start looking for something different, zero stars for me even though I had to give it 1 stsr read more

If I could no stars, I would. Their service keeps going down and prices are going up. Customer service is a joke. I hate that the options are so limited in the Independence area. read more

Every time I call customer "service " :-( I connect with a computer who, no matter what I say or how I respond, will never connect me with a human. The only way I have found to discuss my service is to drive to the closest Xfinity office. This is so inconvenient and frustrating. read more

This was by far the worst interaction I've ever had with Xfinity. So, I made a payment yesterday, over 24 hours from the call I placed, that piece is important for later. So I woke up today to my services disconnected. I called, they said I owed over six hundred dollars, 2 months of payments. I told the rep I made a payment yesterday. She said she could see the payment, we even matched the confirmation number from what was in her system to the one in the text I received confirming my payment. She said the payment was pending. Then I said ok, let's push it through and restore my services. She then said she was getting info from another department that my payment was over 60 days past due so they needed me to at least make a payment arrangement for over six hundred dollars to be paid February 2nd. So here's what I told her, first of all as an xfinity customer for over three years I know you don't let accounts get to be 60 days past dues and services are still active, secondly, even if I hadn't paid my bill that was due on November 28th, 60 days past due wouldn't be until January 27th, today is only January 23rd. Not to mention she told me she saw the payment I made covering my November bill. So after clear proof that I was not 60 days past due for multiple reasons, I was still told that I was and that I needed to pay an additional 600 plus dollars or make a payment arrangement. I told her I don't want to make a payment arrangement for something that I've already paid because for one, I still would not have access to my On Demand services and when the payment I already paid releases from your obviously broken system, I will have paid 1000.00. So she suggested that I set up a payment arrangement, so that as a customer I could find a work around to THEIR broken system, and when the other payment post just cancel the payment arrangement. NO, I tols her that's not an option because the last time I canceled a scheduled payment XFINITY, sent me a confirmation of the cancelation and still took the payment from my account and told me they couldn't do anything about it for 2 weeks, so I was forced to pay my bank to put a stop payment on it. So, I've already had a situation where I had to pay my hard earned money to fix XFINTYS mistake and I definitely wasn't doing that again. So now we are at one hour on this call, I'm late for work and we till have no solution. By the end of the call, XFINTYS solution was still for me to make a payment that I paid the day before AGAIN and also may a payment that wasn't even due yet. So I expressed my disappointment and said I wanted to speak with a manager. She said she would put in an escalation request. Guess what I received about ten minutes later. A text message saying they CANCELED my escalation request. So now you've kept me on the phone for over an hour, you made me late for work, as a solution to YOUR ERROR, you wanted me to pay not only the bill that I already paid, you wanted me to pay a bill that's not even due yet. So when I fast forward. I call back after I get to work and I get a rep on the phone that immediately sees the issue and fixes it in 3 minutes. THREE MINUTES. I was on the phone for over an HOUR and was told, I had pay 1000.00 to correct YOUR problem and all along it was able to be fixed in three minutes. Then the rep that fixed it acted like I was out of line for being upset and she had a VERY NASTY attitude and told me I wouldn't be able to speak to a manager and a floor supervisor would call me later. So needless to say, I truly think it's definitely time for me and XFINITY to part ways There are too many ways to watch TV, without all of the incompetence, laziness, terrible service, and nasty attitude. Not to mention the fact that my internet router has to be reset at least 3 times a month so XFINITY your product is mediocre at best, WILDLY OVERPRICED and your customer service is trash. I wouldn't recommend XFINITY even if it were free. read more

I recently moved and calles Xfinity to transfer my cable and internet service, of course they sold my husband a home security package that we can usethroughtheinternetand mobile devices. However, xfinity took it upon themselves to include home phone (btw is a rarity that anyone has home phones) and removed some of the channels that I had last week before the transfer. I was told that they cannot remove the home phone services until the security system has been installed and and they can't return the channels i once had until they install the security system....I was on the phone for 2 hrs with no results.....they're crooks read more

Xfinity made an unauthorized payment of $150 from my account. I have not received the reimbursement as I was told on 10/14/22, I would receive my $150 within 48hours. Funds have not been received. I called today to report the same issue. The representative informed in will take 24-48 hrs or 3-5 business days after he submits a ticket. This is unacceptable! I need my money now! I never gave consent for automated payments. The last call I was on hold for over 25 minutes. The call was disconnected. No resolve again. DO NOT USE THIS COMPANY! read more

Olathe, KS We were pretty happy with service at our old house. Now that we've moved to a new development, they refuse to come out to hook up service to me and my neighbors. We've all requested service... My neighbor on the corner (same side of street - maybe 150 yards away from my house) has service. In-store, they keep telling me "we'll send a serviceability request" and never get back with me. My friend used to work for cable company and said it's ridiculous they won't come hook up the service as it's already there on our side of the street. There's only 2 more houses to be built before the street is complete with houses, yet they still won't hook the rest of us up. New build or not, that's what the utility easement is for...Needless to say, we're all VERY frustrated and disappointed with Comcast Xfinity because of this! read more

$60+ later, I had to pay for each computer\cell phone to create a very slow connection. Even my credit card company questioned payment because three charges in one hour looked bizarre. Don't use this company--it is too expensive, too slow, and disconnects if you move two feet away from thecontact point Ps--my relative uses this company for tv etc, and still the connections were slow and limited to two or three feet--save you money! read more

If I never had to call/web chat with Comcast I would give them five stars. Due to the rare occasion that I do have to call/web chat because of an issue, it is not even one star. As an example.. I used the web chat once because shows on the On Demand option were not loaded right. Two different episodes were loaded with the same show. I thought I would be nice and report this so they could correct it, or contact who needed to correct it. After a lengthy troubleshooting problem during which I kept trying to tell them it wasn't my issue, they offered to send out a tech and informed me that there could be a charge with the visit. Ummm, no, just correct the programming. Every troubleshooting call/web chat ends with no resolution after a painful run of unnecessary questions, let us send a tech out. If you push them, they will then actually do the needed troubleshooting and correct your issue. Last night, my cable box started turning on and off, finally turning off and not coming back on by itself or with me trying to power it on. After a series of questions including, is the cable box currently on and can you turn the cable box on, it was determined a tech was needed or I could take my cable box in to be exchanged. I am planning to cancel after next weeks highly anticipated failure of a finale Dexter so told them to go ahead and cancel it. The rep decided to try sending a signal to my cable box and what do you know, it came back on, but the sound wasn't working. This started the entire process of stupid needless questions again including at one point asking if I had a picture yet. Sigh... Luckily problems are rare for me. I don't think I could stand the mind numbing process if it was more than every six months. read more

For everyone who's seen the viral video of the rude Comcast phone guy, believe it. It's dead on correct - they care about one thing, and one thing only: How deeply they can get in your wallet. They don't care about delivering quality service - multiple outages in THREE FREAKIN' WEEKS before I dropped them??? Yeah. If Comcast is the only provider you can use, get a Chromecast or Apple TV. Or read a book. read more

I couldn't possibly recommend Xfinity to anyone now. Don't know what's happened but we are now having our 3rd outage in a week. Happens around the same time each time, can't call and talk to a person at all now. I work from home and this is horrible service. Beware. read more

Customer Service is atrocious. I am sure they are aware yet do not do anything to resolve situations. I believe they are told to lie based on the fact i have been lied to on several occasions about the product i am to receive and when all is said and done i did not receive the product for the price i was stated. Loyalty program is a joke read more

This is a very hard company to rate. My best advice for the consumer is to just go into the local branch next to Chuck-E-Cheese near Independence Center. Phone calls will usually get you nowhere. My wife has literally broken down in tears of frustration talking to Comcast reps on the phone. I'd rate Comcast's phone support half of a star. But if you go into the physical location it's a different story. They can easily find promotions that not even the Customer Retention department on the phone is willing to give out. Comcast's customer retention department is more than happy to turn off my service over the phone without an ounce of effort trying to keep me as a customer. But, every rep I've talked to in person in the Independence branch has been friendly and more than willing to help me get a good deal. read more

If I could give negative stars for customer service, I would. I called last night after my bill almost doubled last month and more than doubled this month (yes, I was charged 3 different amounts in 3 consecutive months). He couldn't give me an explanation and said I'd have to talk to a supervisor. I was on hold for half an hour before being told I would have to wait another half an hour before someone would be available. I asked for a call back this morning instead because I didn't have another 30 mins to spend yesterday. Fast forward to today.. no call back. I called and spoke to someone who escalated me to a supervisor as I requested. I was on hold again for close to 20 mins.. then this guy introduced himself as a supervisor and promptly assisted and got me into a new plan, then told me he would prorate it to my past month's bill. He emailed me something to approve the new plan and said he would work on prorating my past months bill after that. We got "disconnected" at this point and I NEVER got a call back. So, I called again.. again on hold forever. Finally got through to a woman who basically did everything the guy before had done. She said she could put me in touch with a supervisor who could help me but that she couldn't personally prorate my bill. Again.. on hold.. then I spoke to a supervisor named Joe who was completely insulting and told me that no one could have told me that because they can't prorate past bills. He then told me he sees notes from someone, but NONE FROM A SUPERVISOR and that I had never talked to a supervisor before him. Not only did someone apparently introduce himself as a supervisor who wasn't, now Joe was quite literally telling me what I was saying is not true... he said it was impossible to connect me to the guy who took the notes, and accused me of "refusing to pay" when I was questioning my billing.. so not only did I get zero assistance but Joe then HUNG UP ON ME! Now I am being charged $231 for two months of JUST internet when I had been paying $60 a month for almost 3 years. I cannot believe he hung up on me, but I will be calling back when I have another 97 minutes, which is how long I was dealing with this today. Unbelievable. read more

This may be the worst company I've ever had to deal with anywhere. I had service with them for a couple years and all was good up until my cable went out one day and I had to have someone out to look at it. Fixing the cable ended up being reasonably easy and the technician went outside to restart the system from the cable box outside. I was told that the internet would be down, but only for a few minutes. When he did that, the cable reception returned, however, the internet went out and didn't come back. Unfortunately, my computer was off at the time and I didn't check and make sure that I still had internet before letting him leave. So a couple hours later, I turned the computer on, noticed the internet down and called him on his direct cellphone since I had his number off of the statement of work that they left me. He came back over, couldn't figure out what was wrong and said he'd need a few days to send another technician over to my place. I told him that I needed my internet back quicker than that since I work from home sometimes and need to have access to it. I also pointed out that since this was technically something he caused, I shouldn't have to wait around for someone to come back out. I said all this calmly but despite the fact I didn't yell at him, he got really huffy and left. Only saying "Ok I'm leaving...." and refusing to work on the problem further. On his way out, I actually overheard him calling his supervisor and telling her NOT to have someone help me out if I should happen to call the office back up to complain. Very unprofessional. I did call their office back up and they did send another tech out late in the day. He was worse. He couldn't solve the issue either and told me I'd need to wait until the following week so they could send someone back out. I repeated my line from before about how I shouldn't have to wait that long for them to fix something they broke. He too, got really defensive and tried to get me to sign a form saying the work had been complete. To this I replied that nothing had been accomplished so I didn't feel I should be signing his form. Then the tech got mad, told me I had a "bad attitude and that he's doesn't blame the first guy that came over for not helping me further..." and stormed out of the house. That was pretty much the last straw for me. I called Comcast yet again and dropped them that day. The next day I had an AT&T guy come out and I got started up with them and have had no problems ever since. Funny thing, a week or so later, a third Comcast tech called saying he could come over and look at my internet. A bit too late for that I'm afraid. I didn't even want to give Comcast a single star as I feel they deserve a "0" here, but this page makes you give them a 1-5 rating so I gave them a "1". Comcast strikes me as a second-rate company with a low-quality product and completely uneducated technicians. Whenever I've worked with TimeWarner or AT&T technicians, they've always been very professional and knowledgeable and I've never had any issues. I can safely say I'm done with Comcast forever after this experience. read more

Comcast is charging me $130 cancellation fee because they don't service my new apartment. I've been a Comcast customer for years. Guess who will never be a Comcast customer again if given the chance. read more

I spoke to customer service on Friday, July 28, 2017 about a charge on an old account. I felt since that I transferred my service to a new home that I should not get charge the $240.00 cancellation fee. The gentleman that I spoke too said that he had no recourse of getting my money back even though he thought I had a valid point. I told him that we loved the service and that is why we signed up for Comcast again even though there are more options for consumers. He kept insisting that he could not help me today but he would bring it up to his management (now who does not have management at a call center) and I would personally hear from him in 24 to 48 hours. I have not heard from him even though he kept saying I would. Next time when the contract is up we will not be going back to Comcast!!!! Thank you, Sue read more

I was duped into a technicality in a contract with Xfinity. I moved home after military service fully intending to bring along and use my Xfinity service, which I liked. When I arrived I was told Xfinity could not service my location, that my service would be terminated and backdated to the date I moved out and I would have a credit on my account. I was thrilled at that moment how smoothly the transition went and sad I had to lose Xfinity. I was in a temp rental at the time which only provided AT&T so I figured when I moved maybe I could get it back. Then a couple weeks later Xfinity direct debited my account for over $600! I called to find out it was an early termination fee. After further discussion a representative named Princess told me I had signed a contract stating if I moved out of their service area I would have to pay and I should have moved to an area that they serviced! My jaw dropped. I called my bank which is awesome and they said it was not right. They returned my money and started an investigation. A month later I thought all was good then I started getting letters and calls from collections to collect $560. I called Xfinity again only to speak to a lady who this time said that it was an invalid charge as I did not cancel but they could not provide me service. She stated the issue would be cleared from my account and she would notify collections that it was an invalid charge. Two weeks later collections is calling me again. Xfinity coming after me for $560! I called again and was sent to "the highest level" for over an hour of discussing. Relentless, they would not give up until the money was squeezed out of me. Given their multiple mistakes in telling me my account was cleared and even being told at one time I was getting a credit they decreased what I had to pay down to under $200. I was still not happy with that but I begrudgingly paid to protect my credit. I am now in a home that Xfinity services. You tell me, would you come back to them after that? read more

Comcast/Xfinity has the worse service -period. Why are they the only cable company in the KC Missouri area? My internet and cable service frequently just stops working--then returns for a few moments and then stops working again. Obviously, based on my service, outages occur about 10 times each evening. I finally got a service appointment scheduled- after 10 days and I requested a phone contact prior to arrival at my house. The technician failed to contact me- therefore it will be another entire week before a technician is available to return. So in the meantime, I am left with intermittent internet service. I was assured by the customer service rep.that I would not be charged for services not rendered (consumer protection dictates that companies can not charge for service not provided) It will be interesting to see if Comcast honors the consumer (which would be a first) and adjusts my payment for all the evenings I have not had service. I wonder what would happen to Comcast if all customers demanded refunds for services not provided? Based on personal experience- my internet and cable bill would be reduced to zero amount owed. read more

This is the 2nd time Comcast/Xfinity has STOLEN money off my credit card. They took 2 payments a week apart. And try to give me attitude when I demand it back, then had the nerve to tell me it would take 3weeks to put it back on my card! Worst Company Ever! Moving to another! read more

Slow response times. Unrealistic burden placed on customer to troubleshoot service issues. Frequent service outages. Low quality of service. Failure to deliver what is promised. Terrible customer service - worse than before they said it was better. Comcast/Xfinity just sucks read more

READ THIS BEFORE YOU ORDER FROM COMCAST! First of all when I ordered the service I was very careful to ask about the dollar amount I would be charged for my new service... Of course, what I was billed was nearly DOUBLE what I was told my monthly bill would be. This was due to an installation fee of $60 for cable and internet that I installed myself. Awesome. I was told I had two options 1) to go pickup the boxes myself or 2) have them shipped to me. Since the phone agent told me there wasn't a location with 100 MILES of my home, I opted to have them shipped. I was told there would be NO installation fee. Brilliant. Once I received my equipment I had to call three times and speak with 7, yes SEVEN different people to get it properly activated. Oh and I had to repeat my personal info to each one too. HA! After finally speaking to someone who seemed to know what they were doing, they determined that my cable box was defective and they would have to send me a new one. The remote didn't work, which after taking ten minutes to read the manual I was able to fix, by programming it to work with their own box... Maybe I should get a job there... So, they sent me a knew box, which it looks like they charged me for. Now I have the joy of calling them again, probably getting transferred multiple times, waiting forever, talking to people that don't know how to do their jobs, ultimately getting angry and probably charged more money. As soon as I can find another provider in my area that is not satellite I'm switching. SAVE US GOOGLE FIBER!!!! Do yourself a favor and stay away. read more

Comcast could not get my cable or internet to work correctly and kept charging me for service calls. They dug up the backyard only to find out it was a problem on their end. They charged me over $200 for the month without service. I spoke with customer service about 20 times without getting anything resolved. When I went to return their equipment the line was long and slow because there were about 50 people in front of me. read more

They have the worsted Internet service. And phone service. It is slow and it is down. They slow your service down and then tell you you are getting what you pay for. The technicians say it is because Comcast does not want to upgrade there service lines. Go to AT&T or GOOGLE FIBER. And if you call and they tell you there is no long term agreement that is a lie. read more

The service is always poor when I have to call which is a few times a year because of problems with internet or TV. They never show up as scheduled for the appointments. I have asked for them to call prior to coming just to give me a heads up, nope that is even too much to ask. read more

When we had Comcast, they billed us incorrectly on numerous occasions. This was over 4 years ago. We had to get the attorney general involved to resolve the issues, and I was informed by an investigator that they had an ongoing investigation at the time. I finally cancelled service when a Comcast rep told me that the company had been experiencing billing conversation problems from the southwest to the midwest, yet they failed to willingly correct customers' bills without the attorney general's interaction. Then, they sent someone to our house to pick up the equipment, which I thought was a nice gesture. He left us with an order form showing it was picked up. But then, three months later, I received a $700 bill from Comcast that stated the equipment was never returned and that service was never cancelled. So I had to file another Attorney General report in order to get that problem resolved. While I think their is a general problem with service in the telecommunications industry, Comcast is by far the worst company that I have done business with. read more

Xfinity is the absolute worst cable/internet provider there is. I have moved around alot and have had many different providers. Most of them have had bad customer service, but Xfinity is in a class by itself. The Xfinity representatives I have spoken to have been rude, unhelpful and at times combative. The cable service itself has been pixelated with garbled sound at times, but especially when having been recorded using the DVR. When the service was installed they came out to the yard and dug up a long trench that spanned my entire backyard. It tooks weeks for the damage to repair itself. Many tree roots were cut during the digging and I am waiting to see if any of the trees have been damaged because of it. When I initially inquired about service I was told it would be a certain price, but as I was at first indecisive the price suddenly kept getting lowered by the sales representative in order to entice me to commit immediately. Eventually, the price ended up being $50/mo lower than when I first called! That is what I would consider predatory sales tactics - if you go with the first price you will pay much more than if you hold out for a better price. Even at the reduced price the Xfinity package is not worth having. Spotty performance and rude customer service reps make using Xfinity a toxic relationship. read more

We fired this company after 34 years of being a customer. We probably paid for someone at Comcast kids college education. Service was out for four days straight and we could not get any help from customer service on the weekend. Would only come during the week, HELLO that is when we have to be at work to make money to pay for the cable bill. If they had come on the weekend when we repeatedly requested and were even promised that they would come on one of the several calls to customer service, we might still be a customer. Now looking for another company that really wants a customer for the long hall and our previous longevity with Comcast proves it. Customer service and a fair price for good service will bring customers that will stay. read more

I moved a week ago and had to take all the equipment myself. They said a tech had to come though and I would be charged $35. He created a new account and when I tried to get into my account after he left I was locked out of my original email, account info, etc. I got the bill and hey had charged me $65 so I started calling 5/14. I finally got the charge reduced 5/16. I had also asked for a receiver with HDMI port 6 months ago and the tech told me call him when I bought a cable and he would come back with one. When I called I got someone else who said they would charge me. So I waited for the move and requested one when I was already being charged. He conveniently didn't have one but said make an appointment and someone will bring it to you. I called and made an appointment for 8-10 am on 5/16. No one showed up so I called and they said my appt was cancelled and then re-entered for 8-1 window which is not convenient for me. They said the tech was busy elsewhere and they could not tell me who changed the appt. They said they didn't know why no one told me. End of story. No help from them. They didn't care. Then they told me there was no guarantee that the tech would even have the box I need!!! WTH? THat was the whole reason for the appt. I have been on the phone with them 2-3 times a day for 3 days now. 1. Their tech locked me out of my own account. 2. Phone people and 2 previous techs made promises to me that were broken. 3. I don't even know if the tech will have the right equipment after standing me up and coming later when it is not convenient and I wasn't even given the chance to select an alternate time. Comcast has the worst customer service I have ever experienced! They don't care how they treat you. I am calling AT&T Uverse today. I'm not fond of AT&T but surely they can't be worse than Comcast! OH, btw, they pulled the modem trick on me too when I first got service at the previous address. I had a $90 modem that was working great and it was on their approved list but they claimed it didn't work with their system so I had to rent from them. At least they didn't steal my modem like they did the other reviewers (Justin E.). read more

Most discombobulated, unprofessional, and poorly ran company I have ever encountered. Lied to about the Triple Play Package, charged over $300 per month for service that NEVER worked. Home phone consistently not working, internet down, and cable going out. Not occasional, constantly. Finally cancelled the voice over phone line and got charged out the ying yang. Email began to lock me out. Would not allow me to change password. Comcast would reset and it would immediately lock me out again. I spent 51/2 hours, literally, over the course of three days on the phone with various customer service reps who had no answers, could not get it to work, could not speak English, etc. Finally, the fourth rep I spoke with transferred me to a supervisor who immediately informed me that he was not going to help me because I was not an "authorized" user on the account. Excuse me? The account is and has been in my husband's name for 17 years, I have been listed as an authorized user for 17 years, my husband doesn't even use Comcast email, he uses AOL, and I gave them all social security numbers etc. to identify the account. Over the past several years, we have had inexcusable problems with Comcast. They are a horrible company. Needless to say, we dumped all of the services within 48 hours. Way to go, boys! Lose customers of 17 years because you don't know how to train your people. Then again, it's hard to train someone on services that don't deliver and never work. Pitiful organization. Just pitiful. read more