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user_76pmz1
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Visitor

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3 Messages

Monday, December 15th, 2025 7:30 PM

Complaint

I am requesting the following information in writing:

  1. The work order number for installation at this address
  2. The contractor company name used
  3. Documentation of authorization for entry onto my gated, posted property

My property is clearly marked No Trespassing. No notice was provided prior to entry. My gate was cut and tied without my permission.

I attempted to obtain this information by phone and was transferred between multiple departments without resolution. I am no longer available for repeated calls or holds.

This issue is now part of an FCC complaint and a Florida Attorney General consumer complaint. Please provide the requested information in writing.

Thank you,

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5 hours ago

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XfinityAlfonso

Official Employee

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2.2K Messages

13 hours ago

Hello user_76pmz1 thank you so much for taking the time out of your day to reach out here via our Xfinity Forums! We would love to help in any way that we can. I believe your post was intentionally ambiguous on certain details, which is fine. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, so that we can move your case forward to the correct teams to address your concerns and communicate with the regulatory agencies involved.

 

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user_76pmz1

Visitor

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3 Messages

Hello,

I am contacting you regarding my forum post and to ensure this matter is coordinated with the open FCC complaint and Florida Attorney General consumer complaint already filed.

This issue involves:

  • Improper service disconnection prior to the bill due date
  • Misrepresentation of an installation fee as an “overdue debt”
  • Unauthorized contractor entry onto gated, posted property

I am requesting written coordination with Executive Customer Relations and confirmation that communications will be aligned with the regulatory agencies involved.

I am not requesting general customer service assistance. I am requesting:

  • Written correction of billing errors
  • Removal of penalties
  • Restoration of service without reactivation fees
  • Contractor identification and work order documentation related to the unauthorized property entry

I am available for written communication only.

Thank you,

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13 hours ago

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XfinityAlfonso

Official Employee

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2.2K Messages

We understand, and will help you in reaching the correct teams that can address your concerns. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, so that we can move your case forward to the correct teams to address your concerns and communicate with the regulatory agencies involved.

 

You can also use our Direct Messaging link once signed in as well. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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13 hours ago

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Again

Expert

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33.1K Messages

9 hours ago

@user_76pmz1 

I am requesting the following information in writing:

  1. The work order number for installation at this address
  2. The contractor company name used
  3. Documentation of authorization for entry onto my gated, posted property

My property is clearly marked No Trespassing. No notice was provided prior to entry. My gate was cut and tied without my permission.

I attempted to obtain this information by phone and was transferred between multiple departments without resolution. I am no longer available for repeated calls or holds.

This issue is now part of an FCC complaint and a Florida Attorney General consumer complaint. Please provide the requested information in writing.

Thank you,

  • This is from the Xfinity Residential Customer Agreement
  • And is #5

  • ACCESS TO YOUR PREMISES

    To provide you with the Services, we may need to enter your Premises. We may have our agents enter your Premises on our behalf. You agree that we (or our agents) may enter your Premises at reasonable times to install, configure, maintain, inspect, upgrade, replace, and remove the Services.

    You represent and warrant that you own the Premises or have obtained the authority to give us access to the Premises. If you do not own the Premises, you agree to supply the owner’s name, address, and phone number, and evidence that the owner has approved our access, upon request.

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user_76pmz1

Visitor

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3 Messages

@Again​

Thank you for citing Section 5 of the Xfinity Residential Customer Agreement.

I am aware of this provision. However, the clause permits entry at reasonable times for service-related purposes. Entry onto a gated, posted property without notice, coupled with alteration of a gate, does not meet the standard of reasonable access.

I am the owner of the premises and did not grant unrestricted access, nor did I authorize modification of my gate. The presence of a gate and posted signage indicates restricted access requiring coordination prior to entry.

Additionally, Comcast remains responsible for the actions of its agents and contractors. I am requesting the work order number, contractor company name, and documentation of authorization relied upon for entry.

This request remains part of the open FCC and Florida Attorney General complaints. I am seeking written clarification and documentation, not a general citation of contract language. 

Thank you.

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5 hours ago

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