1 Message
how to file a complaint
3/25/2025
Boston
Dear Sir or Madam,
I am writing to address the internet service provided by your company.
I have been with Xfinity since 2022. Initially I was with 500 Mbps internet. Six months later I subscribed to 1 Gig. The tech support stated that the router I have was sufficient for this speed. More than a year and a half I was using this service and when I measured the speed to around 500 Mbps I was told by the tech support that this is due to the high traffic and use of the internet in my household. Recently I was offered a 2.1 Gig connection with a minimal increase of $5/month for a year. I asked the rep about the router and after the check of the model the answer was that I do not need a new one, so I agrred with the new speed. I measured the speed afterwards and it was again 500 Mbps. I was about to call again but instead I visited the Xfinity store where the clerk asked me right away why I did not bring the old router, since the capacity of it is 500-600 Mbps.
I was paying for a Gigabyte and using Megabyte router for more than two years despite my several inquiries about the speed.
I think that this is not how an otherwise fine company as Comcast/Xfinity should treat customers and I expect some sort of retribution or I will turn to BBB for lawyers to seek advice.
Sincerely,
Todor [Edited: "Personal Information"]
XfinityAngie
Official Employee
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1.9K Messages
4 months ago
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_mxhczc
Visitor
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2 Messages
4 days ago
Hi, I have been an xfinity internet customer since 2019. I recently transitioned tontheir mobile services May of this year. I order three iPhones and open three lines with a representative over the phone. In order to get my phones I had to have Fed Ex or UPS delivered the phones to my home with a signature required. The delivery service notified me the times that they were coming but never showed but instead showed at different times, after the 5 attempt they sent the phones back to the sender. I got refunds for all the phones. I went to the store to open all three lines, but a rep said I can only open up two and get the phones since the third phone has not been processed at the warehouse yet. Several weeks later I called a representative to see the status of the phone and it was process for return, so I can open a new line and get a new phone. The representative transferred services to my iPhone 11 without my permission and completely misunderstood my point. I went to the store again and a representative stated the phone was received but my credit for the third phone was taken from me, so they said I had to pay out of pocket if I wanted a knew phone. Called customer service again and they expedited my case so I can get an increase credit, which they see on my account over the phone but when I go to the store, they don’t see a credit. When I go to the store there is a disconnect and reps stated don’t call customer due to them being a third party and then customer over the phone say another thing. I went to the store today to get a new phone and of course the credit is not there and I have to wait until August. My old phone is broken and I can’t used it but can’t get a upgrade and paying for a service and I don’t have a proper phone. People in the Waterbury,CT a rude and act liked I owed them something when I need help. I feel like I’m begging for a services that I’m paying for, and never went through a process we’re getting a phone is difficult. Now I have a phone that is cracked and have to put my calls on speaker to hear, and I’m paying for a services for what without a decent phone. This is emotionally draining that I’m constantly coming to the store to see if my credit is on my account. I’m highly considering changing internet and phone services somewhere else. The customer service in store and on the phone is atrocious. I never experienced this in my life.
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user_wcjn73
Visitor
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1 Message
3 days ago
I’m needing to file and official or formal complaint with Xfinity Corporate Offices due to auto pay continues to be added to my account every month and causes a financial hardship until the payment is refunded.
Even after the auto pay is taken without my authorization or knowledge, customer services denies that auto pay was added. However, after speaking with customer service to ensure auto pay is not on my account, I will log into my account to find it back added.
The most recent auto pay caused a huge financial hardship! I would like to be contacted by Xfinity Corporate Office to discuss and find a resolution to this matter.
Thank you.
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