Linda Listen Linda

I contacted Xfinity to explain that my roommate—who was responsible for our internet service—was constantly having issues with the Wi-Fi being disconnected. I needed reliable internet for school and work, so I asked to start a new account under my own name with a separate billing process. The representative assured me this was possible and sold me a new service plan, which included a discount that convinced me to shut down my cell phone service and fully commit.

Just four days later, my internet was shut off. I was shocked to learn that Xfinity was holding my service hostage unless I paid my roommate’s past-due balance—despite the fact that I had opened a brand-new account in my own name. I explained to the representative, Linda, that I needed internet for school and work, and that this was exactly why I had requested a separate account. Her response was dismissive: “If you don’t pay your roommate’s bill, we’ll cut off your internet.” She then told me to return the equipment and promised a refund.

This experience was misleading, unfair, and deeply frustrating. I entered into a new agreement in good faith, only to be penalized for someone else’s debt. I’m now left without internet, without confidence in getting my refund, and without trust in Xfinity’s business practices. I will be switching to another provider immediately—and I will never return to Xfinity.