Xfinity stopped caring about customers

Longtime Customer, Completely Let Down — TV, Internet, and Mobile

I’ve been with Comcast since before 2000, through an acquisition of my original provider, and across multiple addresses since. At this point I’ve been more loyal to this company than most companies deserve. Here’s where that loyalty has gotten me.

Getting a human on the phone is nearly impossible. I get bounced through AI redirects, hung up on, and routed to things I never asked for. When I finally reach the option to speak to a rep, I’m told it’s a 30-60 minute wait. One of your phone lines tried to sell me a free medical alert necklace instead of helping me. I’m a landscaper in my regular working life — I’m not in need of a fall-alert device. It felt like a bait-and-switch instead of customer service.

TV/Internet: I only kept Xfinity TV because I was told years ago that if I ever cancelled, I’d receive DVDs of the 100+ movies I purchased through your platform. That’s apparently no longer true, so I’m paying over $100/month just to retain access to content I already paid for. I don’t watch cable anymore — everything streams — but your standalone internet pricing is high enough that I’m actively looking at other providers now.

Mobile: I switched to Xfinity Mobile about four years ago, brought over a line, and purchased three new phones on the Unlimited plan I was sold — unlimited talk, text, and data. Without any notice, that plan appears to have been changed to a tier with a data cap, and getting back to a truly unlimited plan now costs $45/month. I was never notified of this change. On top of that, service where I live is unreliable — barely any signal, no real 5G.

And when my internet goes down, I can’t even use the Xfinity app to report it, because it tells me I’m offline — which I already know. I can’t call in on my Xfinity Mobile line reliably either. So when something breaks, I have no way to reach you.

I’ve lost real trust in this company. I don’t expect much, but I’d like someone to actually look at this account and make it right — starting with honoring the plan and pricing I originally signed up for.

I plan on posting this everywhere I possibly can — every review site, every social platform — until someone here actually addresses it. Decades of loyalty deserves more than this.