Xfinity exclusionary practices toward senior citizen

Hi all,

I’m reaching out to ask if anyone else here has experienced issues with Xfinity in dealing with elderly parents — especially when it comes to billing, service disconnections, or the challenges of navigating their digital-only systems.

My father is 88 years old. He lives independently in a small studio apartment in San Francisco and still manages his life with dignity and clarity. His one simple joy is watching basic cable — mostly reruns of Monk and cooking shows — through Xfinity’s most basic broadcast package.

Around Memorial Day 2025, his service was disconnected due to non-payment. The reason? He had to pay for an emergency replacement of his dentures and didn’t have enough left over to cover the full cable bill. He mailed what he could along with a handwritten note explaining the situation.

Since then, it’s been weeks of frustration while his service remains disconnected. Despite our calls to customer service, nothing has been resolved. He’s been told to expect callbacks that never came. We've waited for technician visits that never materialized.  His account has been current for the entire time that service has not be restored and it now reflects equipment charges for items he never ordered — supposedly requested online, which is impossible since he doesn’t own a computer, doesn’t use email, and has never been online in his life. He relies entirely on Social Security to get by and doesn’t have the tools or access to advocate for himself in Xfinity’s increasingly digital ecosystem.

I’m his son, and I’ve been doing everything I can to advocate for him. But it’s exhausting. It feels like Xfinity’s systems are built without any regard for seniors or those who aren't online — and that makes them incredibly vulnerable.

Has anyone else gone through something like this? Have you found a path toward resolution, or a way to escalate these kinds of issues?

Thanks in advance for any insight or shared experience.