Sharing my experiences

To Whom Shall I Send This To?

From: Customer

To:Comcast Executive Offices
Re: My experiences with Xfinity over the past 48 hrs

My wife and I moved from our previous address in Towson MD, on 1/15/25. We now live in a Senior Active Community near Hunt Valley MD. 

We have been Xfinity customers for many years and continue to be so in our new setting. Upon startup here I learned that the community had, at one time, offered MASN in the channel lineup and the basic cable did not have the capability of using DVR. We decided to change that and with the help of our community’s IT person, we ordered an X1 box. 

The next step was to investigate getting MASN in our channel lineup-up. We are Baseball fans. That initiated problems. 

I went to the Xfinity Store located on York Rd in Lutherville MD, spoke to an agent, told him I wanted MASN as an add-on, and after a few “clicks” he said it was done and the monthly would be $9.95. I told him I thought that was wrong but he check with a colleague and she confirmed that the MASN add-on would be that amount. Thinking I might have been given some sort of a deal, I left. 

Later, when the IT person here was helping me to install our new TV, she spoke to the “Bulk Account” agent at Xfinity who promptly told her that the add-on I received was not MASN. 

Later, my troubles increased. After “chatting” with 5 different agents (off-shore) I got the wrong add-on removed and ordered the correct MASN  add-on.  

Today, the MASN channel finally came live (after a long wait) and I proceeded to check my Xfinity Streaming App for channel 845 & 844. It appeared on my app’s channel lineup but wouldn’t open due to me not being in my home WIFI (which I was).

No sense me going into detail about how many agents I chatted with (5) who promised to help but turned the chat over to a new agent. I repeated the story 6 times but each would ask me the same questions. 

After 75 minutes of this nonsense I finally gave up when the last agent came on and asked me what “cellphone billing question I had”.

What a monumental waste of time. At one point, one agent suggested I try the MASN app, log in with my credentials and see if MASN was available to me. 

I think that worked! 

I only wanted to watch Orioles and Nationals games and that’s why I’m now paying $20 extra. 

Most of your staff is clueless to this problem. 

P.S. I’m also an Xfinity Mobile Customer and have a 2nd account in our Ocean city MD vacation home.