How do I file a complaint with comcast/xfinity

Hello @user_2e133a! Thank you for reaching out, and bringing your concerns to our attention. We definitely want to ensure you have the best experience when using our services. Please send us a direct message. We would like to take the time to review your account, concerns, and ensure everything is working per specification.

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I am 80 years old and a long-time customer of Comcast Xfinity.
I have for many years paid my bills on time by regular mail since I do not use the computer for the purpose of paying bills.
I live in Amherst, MA and saw myself forced to drive 30 minutes to the Holyoke Mall at Ingleside to pay my September bill at the Xfinity store since there is no longer a local Comcast office in Amherst.

I never received a bill for September in my regular mail

I tried to call Comcast and do it by phone to no avail trying to speak to a human being and get help.
Is Comcast trying to make everyone switch to online payment?

After 3 months of sporadic service Comcast refused to do any troubleshooting or send a technician because my connection was working at the time of my call.
I have been repeatedly lied to, and promised follow-ups and callbacks were seldom made. Given their refusal to troubleshoot or send a technician because my connection was currently functional, I had no option other than termination. 
Overall, it has been a three month long Horrible experience! Must be nice to own a monopoly. 

I have been a customer for over 20+ years, over the past 2 years I have been having Internet connectivity (slowness, total loss of connectivity), High Latency & Ping issues for the past 2 years. I had already 5 Xfinity technicians come over to fix the issue and scheduled one for 01/18/2024.

After 2 years, I have had the same issues and I am paying for 1 GB of Services. Every time a technician comes, he does some changes/tweaks, but the issue comes back. I have spent several countless hours with Xfinity support, but all in vain. This is frustrating as a customer who often loses internet connectivity when I have signed up for a 1 GB service has been signed for. To me, Xfinity Tech Support is unable to pinpoint and resolve the issue.

When I run the Xfinity Speed Test, it will run 200+ Mbps, and the very next time I run the speed test, it will be 1 Mbps speed. Every time I set up an appointment, within a few hours or a day, I get a call saying that Xfinity has identified the issue and the technician is not required to come back. Up on asking what the issue was, no one at Xfinity could answer.

Here are dates when Xfinity Technician came over apart from my endless time spent online or phone tech support, but still I have to continue to pay a full 1 GB price. 

01/18/2024: Schedule an appointment with a Senior Technician. 

01/15/2024 - This is the same tech that came previously, he changed the cable from the Xfinity port box to the home port. After the work was done, things seemed to be better, but on 01/16/2024 at 9 am MST, I started to lose internet connectivity and completely lost the connection. He confirmed that all connections were working well and if the problem persisted then to requested an "Inhouse Technician", as it was beyond his caliber.

12/20/2023: Eugene technician came over, and was there for 3 hours. He could not find any issue after testing. He suggested changing the Modem, which I changed to a newer one and changed to a new Router.

10/20/2023: A new cable was installed 

09/28/23: The Xfinity Tech requested to change the cable from the Xfinity port box to the home port, which was completed in Oct 2023.

04/26/2022:  Xfinity Technician tested Xfinity Gateway and my Modem for speed, at that point, it gave the same speed, and he suggested that there was no issue with my modem. Per his suggestion, we removed a few switches in certain rooms and simplified the network connection. 

With several visits by Xfinity Technician, the issue remains unsolved. I appreciate and request Xfinity management to look into this matter as I have patiently worked with your team without any service credit for the past 2 years.

My request is for someone from the Xfinity Management team to contact me and assure me to look into this matter.

1. If this was a KNOWN issue to Comcast, why did Comcast keep sending Technicians, when Comcast already knew the root cause of the problem and wasted several hours, getting in touch with online (thru app) tech support, speaking to technicians over the phone, and working with the technician when he comes to fix the issue. I have over the last few years spent an endless amount of time and effort with Comcast to resolve this issue.  The Latency issue has severely affected our work & usage of the internet at home.  I had to notify my employer too of the ongoing issue and at times when the connectivity was so bad or NO connection, I had to use my personal Cell phone Hotspot to connect our work Laptops to the internet.
    
2. Since COVID, when this Latency problem crept up, initially we didn't realize the Latency issue, then as we started having more issues I and my son started digging into what the issue was and found the issue was with Latency, In the meantime, I kept paying full price for 1GB services when Comcast knew of their system limitation but still charged customers full price, they didn't notify the Customers, and kept sending Technicians for repair which they couldn't fix the issue. One of the technicians (Eugen) who visited on 12/20/2023 said that my Modem was bad. I invested $600 and replaced both the Modem and Router when there was NO need to do that.
3. This is not an ordinary inconvenience, this is an inconvenience due to Comcast's NOT notifying their Customer of a known issue even when there was NO outage, this doesn't mean that the internet is working well, the Latency issue is very different from what you telling me there was no Outage, you may want to get in touch with a senior technician like Rob, whom I spoke this morning and understand what it means Latency issue.
    
   Comcast even wanted me to rent their Xi Gateway to overcome this issue when this wouldn't resolve the issue, and also when on the call with Tech Support, they tried to sell more products, versus resolving the current issue.
   Being a customer for the last 23 years, I am frustrated with Comcast and I hope this matter is looked into seriously by Comcast Compliance Management.