poor customer service

Good afternoon @user_orc04v, and thank you for reaching out on our Community Forums regarding your experience. We appreciate you bringing this to our attention, and we’re very sorry to hear about the frustrating issues you’ve run into — this is never how we want our loyal customers to feel.

I see that everything started when you experienced problems activating your free Peacock Premium subscription, and now it looks like your Disney+ subscription has also been canceled. We’d be happy to take a closer look at your account to confirm the status of your subscriptions and assist with any activation issues you’re experiencing. Our team definitely wants to help turn this experience around.

To get started, please send us a Direct Message with your first and last name, along with the service address on the account.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Someone from Xfinity support asked me to start a private - direct message then dropped off. I am adding more info about the absolutely USELESS Comcast Customer Service:

Thursday – March 26.

I have been having issues since Monday, 3/23 at 1pm. I am a 43 year customer and was offered Peacock Premium for 36 months at no additional charge. I regularly watch movies on Peacock with ads and thought this may be a good thing. Having issues activating this online I got into a chat with an agent that 'activated' Peacock Premium for me but with the chat still active I checked and what happened is that all content on Peacock has a lock on it, the site said I need to upgrade in order to continue to watch a program that I was actively watching on Friday, March 20. Then the agent sent me a text message that I needed to consent to changes in order to fix the lock down and he would also reduce my monthly bill. Based on his instructions I accepted the terms, this resulted in ALL of my premium services being disconnected, including Peacock, HBO, HBO MAX, Paramount, MGM and so on. I was paying for premium services and reduced to basic cable. I chatted with another agent that wanted me to pay an additional $18 for HBO, something additional for Netflix, Additional for MGM and so on. The issue was escalated and I learned two things that were MY FAULT. First, I am on a legacy program and they cannot simply re-activate what was turned off, it would take UP TO 48 hours to resolve. I escalated to see if the time could be reduced and was politely informed that me, YOUR LONG TERM customer was the problem. I agreed to turn off those services - I never knowingly agreed to deactivate everything. Another of MY PROBLEMS is that I am on a legacy plan and they cannot simply turn on things it will take time but 48 hours at most..... Twice I was blamed for these issues. 50+ hours later most things were restored with the exception of one box that was deactivated. Another agent blamed me again because I deactivated that box in February. The box he is referring to is the one that I had to replace in January in order to support the Disney+ services. My January bill included that box, February it did not. I NEVER deactivated that box, I replaced it because it was too old to support Disney+. Another agent made me agree to terms to re-activate the box that YOUR people turned off. I finally agreed and he said it would take 20 minutes to work. 3 hours later and several 'reboots' later it still did not work. I then had the pleasure of speaking with an older employee that was able to send a signal to activate the box. This actually worked. I escalated the problems because I was so frustrated and ended up speaking with TANGIE(?), she said she was an escalation point when the supervisors cannot fix or correct the problem. By the end of the call @7pm all seemed fine. Today I receive an email that Disney+ subscription has expired and if I want to continue it would cost me an $11.99 / month. I originally signed up for Disney+ when they (AND COMCAST) offered a 12 month deal for Disney+ with ads in December 2025. That would mean that it would expired sometime late November / early December. No problem. The agent today told me that price was only good from February 26 2026 through March 26 2026 and my subscription is not expired. The only way for me to get the service I signed up for would be to pay the additional money., He then offered that he could get me Disney+ and offer me a monthly credit but that would change my monthly bill from $336 to $375. - main reason is because it is my fault I am on a legacy program. Once again Comcast Customer Service BLAIMING THE CUSTOMER. This was just escalated and the supervisor SHAWN said that there is NOTHING he can do, I either agree to pay $11.99 for the $4.99 service or upgrade to one of your 'current' plans, dump my legacy plan and pay the full $375. I NEVER RECEIVED THE 6 DIGIT security code. please resend