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Xfinity, Comcast: Lodge a Complaint about Xfinity and Comcast Business

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Quality of service
Affordability
Customer Service

Xfinity is a business brand, owned by the American telecommunications company Comcast Cable Communications, LLC. It is a subsidiary of Comcast Corporation. Xfinity offers telecom services like cable TV, internet, phone, and wireless connections to people in the United States.

Major issues of Xfinity, and Comcast to be resolved:

  • Internet: Gig-speed internet, optical fiber (wired), and wireless devices (WiFi gateway) & home connectivity.
  • Mobile: SIM (postpaid and prepaid plans), devices, 5G availability, and accessories.
  • TV & Streaming: Television, streaming services (videos & shows), Flex streaming (X1 TV, NOW TV, and Channel line-ups).
  • Home Security: Professional monitoring and self-protection plans including smart cameras and security devices.
  • Home Phone: Wired/wireless home phone services.
  • Comcast Business: Global secure networking, SD-WAN, cloud, and managed solutions including cybersecurity, unified communications tools, and business TV services.

Have complaints about Xfinity or Comcast business services? If you’re having problems with your bill, internet connection, or equipment, contact Xfinity support. You can talk to Comcast customer service by calling the toll-free number, sending an email, or chatting with them online.

Still not resolved? You can request to escalate the case to Comcast’s Head of Customer Service. Further, you can approach the Federal Communications Commission, USA (FCC) by filing an informal complaint.

How to File a Complaint of Xfinity, Comcast?

To make a complaint online, you can fill out a form online and use the Xfinity app or official social channels. Remember the reference or ticket number they give you after you complain to track the status.

Resolution Mechanism:

Registration Fee No Charges (0)
Resolution Period 30 days (May vary, read the customer service guidelines of Comcast for more information)
Device Cancellation Within 14 days of shipment (read the return policy of Xfinity)

According to the customer service policy of Comcast, the resolution mechanism is divided into 3 levels.

  • Level 1: Complain to Customer Service, Xfinity through:
    • Toll-free hotline
    • Email/Chat
    • Make a complaint online
    • Mobile App
  • Level 2: File an informal complaint to the Federal Communications Commission (FCC)
  • Level 3: Take a legal action
    • Start an arbitration with Comcast
    • Lawsuit with FCC
    • Approach Small Claims Court

Please note: Report consumer disputes against Xfinity like billing problems or service quality to the Federal Trade Commission (FTC) or the state’s Public Utility Commission (PUC).


Level 1: Customer Service, Xfinity

If you’re experiencing issues with Xfinity services and need to file a complaint, first contact customer support by calling the Xfinity hotline or toll-free customer service number.

When you’re connected with a representative, provide the necessary details:

  • Customer ID or registered phone number
  • Nature of the complaint
  • Description of the problem with Xfinity services with facts like billing information, technical issues, etc.

Must take ticket number or reference of a submitted complaint to track status or escalate the unresolved case to the Head of Customer Service.

Xfinity Customer Service Number

Official details of Comcast hotline and customer care number to complain with Xfinity:

Xfinity complaint number 18009346489 (1800-XFINITY)
SMS (Text “HELP”) 266278
Comcast Orders Hotline 8558701311
Xfinity customer service number (billing disputes) 8889364968
Request copy of Installment Agreement 18889364968
Email (Cancel Device/return request) cancel@xfinitymobile.com
Email (request to access website) bbdisclosures@comcast.net
Comcast carrier support Click to contact

Note: Not resolved to your satisfaction? Request the executives to escalate the complaint to the CS Head of Comcast in your region.

Comcast Business Support

1. Customer Service of Comcast Business:

Comcast Business Customer Service Number
Comcast Business Customer Support 8003913000, 8007414141
Business (New Customers) 8554660144, 8554085419
Small & Medium Business 8554520168
Enterprise (request consultation) 8664290152
Email business_referral_info@cable.comcast.com

2. Comcast Business Customer Support to Complain about services:

Comcast Business Customer Service Number
Ethernet 8007414141, 8664290152
Business VoiceEdge 8664292321
PRI Trunks 8665247482
Teleworker 8665116489
Hospitality 8558697188
Cloud Solutions 8558675010, 8669503789

File a Complaint Online

To raise a concern with Xfinity, use the online Comcast support options like email, live chat, or online complaint forms.

Provide the following details:

  • Your name or customer ID
  • Subject of complaint
  • A brief problem summary, and any reference of documents (if required)

Keep the reference number for tracking and escalation. Use the Xfinity mobile app or web account for troubleshooting wireless and broadband issues.

Details to file an online complaint to Comcast:

Complain online to Xfinity (Mobile, Internet, Devices) File your complaint
Sign In with Xfinity ID Login/Register
Chat with Xfinity Assistant Click to Chat
Xfinity community forum Click Here
Messenger @Xfinity
X (Twitter) @xfinitysupport

Comcast Business: If you have complaints about the business services, complain online to Comcast Business Support to get faster resolution.

Need more help? Connect with the Comcast Business Support Forum

Still, not resolved to your satisfaction by Xfinity Support? If the submitted complaint is not resolved then you may register an informal complaint against Comcast to FCC.


Level 2: File an Informal Complaint to the FCC

If you’re not satisfied with the final resolution of Xfinity or the complaint wasn’t resolved within 30 days, you can file an informal complaint against Comcast to the Federal Communications Commission (FCC). Contact the FCC through the hotlines, email, or by filling out an online form.

Click: File a Complaint to the Federal Communications Commission (FCC)

Always mention the following details to the FCC:

  • The subject of the issue
  • Name of the company (Comcast)
  • A brief description of the issue.
  • Copy of any relevant document or proof.

Note: If you’re not satisfied with the FCC’s response, you can file a formal complaint against Xfinity to the Commission within 6 months of the final reply.


If your issue with Comcast isn’t resolved to your satisfaction within 30 days even after lodging an informal complaint with the FCC, then within 6 months of the FCC’s final reply, you can take action against Comcast.

These will protect your rights and help you claim fair services and monetary losses from Comcast for Xfinity services.

1. Submit a Notice of Dispute to Xfinity

To address your issue with Xfinity, begin by sending a Notice of Dispute to Xfinity’s legal department. Allow about 60 days for both parties to reach an agreement. If the problem persists, you can take the matter to small claims court or initiate an arbitration case with AAA.

Details of the Legal Department, Comcast to initiate a Mediation:

Form (Online) Submit your Notice of Dispute
Download Form Notice of Dispute.PDF
Officer Legal Department, Comcast
E-mail Arbitration_nod@comcast.com
Address Attn; Legal Department/Arbitration – Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838

2. Start Arbitration or Take Small Claims Action

I. Arbitration with AAA:

You can start arbitration with Comcast by filling out the online form of the American Arbitration Association (adr.org) or by sending a letter by mail by following the guidelines of AAA. Send a copy of this notice to Comcast’s legal department to start the mediation.

Details to Start an Arbitration with AAA:

AAA Arbitration File a case (online)
Forms Download Arbitration Forms (adr.org)
Toll-free Number +18007787879 (customer service)
Phone No. 2127165870
Fax No. 2127165907
Address American Arbitration Association – Customer Service Center, 335 Madison Avenue, 10th Floor, New York, New York 10017-4605.

Please note that fees apply as per AAA rules. Not satisfied with the arbitration? You may take legal action against Comcast. This could involve going to Small Claims Court or filing a case in Federal District Court or with the FCC.

II. Small Claims Court:

To take legal action against Comcast in the United States, a customer can file a lawsuit in Small Claims Court instead of arbitration. However, they need to follow the regulations set by federal and state Telecommunication acts.

It’s advisable to consult a legal expert and possibly an attorney general from the National Association of Attorney Generals (NAAG) for guidance on the disputed matter. Legal representation might be necessary for this process.

3. Approach FCC or Federal District Court

Finally, you may bring a lawsuit against Comcast in the Federal District Court or file a formal complaint with the Federal Communications Commission (FCC) under the Telecommunications Act, 47 (fee is applicable ). For a lawsuit in Federal District Court, legal representation is necessary. It’s important to consult legal counsel before proceeding with any legal action against Comcast.


Reference

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Recommended

User Reviews (12)

N
N/A
May 8, 2024

Bad service contracts

We pay $355 per month for our services. We do not have internet service and that has been for 4 years. We have Roku services which is only $30 a month. The majority of what is provided does not work or exist. It took 4 appts before someone showed up with the proper supposed wifi modem hookup. This is a phony TV service that we give them money for nothing. This is fraud and has been ongoing for 4 years. What are they doing in reality? Quality of service is non-existent and getting away with highway robbery.
BS
Brandon Smiley
May 4, 2024

Poor Customer Service

Overall (1 out of 5)
Quality of service (1 out of 5)
Affordability (1 out of 5)
Customer Service (1 out of 5)
Worst customer service !! Do not use Xfinity for internet service. I recently relocated for work and canceled my Xfinity Service. Turned all of my equipment back in to the Franklin office and asked if I owed anything on the account or owe any fees. I was told no and that I would be getting a credit back for $15.44. Four weeks later I get a bill for $114.61. I called the customer service department and explained everything to them and told them my new home was prewired for another carrier . I was told that they could not waive the early termination fee which is a lie. If you are looking for internet service, pick any carrier besides Xfinity. They care more about $114 than giving accurate information when I asked if I owed anything on my account due to Xfinity not being an option where I moved to. If this can keep one person from going through what I just went through on the phone with customer service and the hour of my life I won’t get back it is worth it . Especially if only one person chooses to go with another provider, I will easily get my $114 back. Thanks Brandon Smiley
i
ic
May 2, 2024

Bally Sports dispute

If what I'm reading and hearing about Xfinity/Comcast wanting to put Bally Sports on a higher pay tier for their customers is true, I will be cancelling my contract! Terrible way to negotiate. Rick Meyer
B
Bob
April 24, 2024

Worthless customer service

Xfinity “upgraded” my service, however, I did not request the upgrade. It is impossible to cancel the upgrade or change the upgrade AND it is impossible to speak to a representative to get the issue fixed. DO NOT sign up for any Comcast or Xfinity service if you have any other choice. You WILL regret doing business with them!!
X
Xfinity
April 23, 2024

Terrible customer service

Overall (1 out of 5)
Quality of service (1 out of 5)
Affordability (1 out of 5)
Customer Service (1 out of 5)
I called this morning because my router of 3 years had been messing up. I was told even though I had been a customer for over a decade I had to pay a deposit for the router which I questioned. The man was very rude and pushy and told me to pay my bill which wasn’t due for 5 more days. When I said no, he canceled my service and hung up on me. When I went to log back in, my email address had changed which I have screenshots of. I attempted to call back in to get my service turned back on. The next man told me I needed to pay my bill before I could get a router which again wasn’t due to 5 more days. I said no and told him to wait on the router. He then began to push me to pay my bill early and gave me his contact info to call in and pay with him on the 26th which made no sense. I asked him for customer services number and he told me I was speaking to them. I then went to their app to file a complaint and was met with yet another person who informed me they had handled my complaint but could t put me in touch with anyone to address my email being changed. I have been a customer for 12 and feel this company has lost my service. Changing an email address is malicious.
wc
wentian chen
April 21, 2024

Complain to customer service personnel

Comcast person in charge: I called the department at 855-XXXXX on 4/17/2024 to inquire about my home’s online payment. The female staff member who answered the phone, whose code name was 847, had a very bad attitude and did not answer my questions. She hung up the phone before I could finish speaking, much to my disappointment. This kind of person is not suitable for a customer service position. I hope the company leaders will seriously criticize and educate this woman, otherwise I will withdraw from your online service. I am the owner of account number 8299-7000-4333-XXXX.
AI
Arlene Ingram
April 20, 2024

Dropped calls for 2 weeks

I have talked to 45 associates about my phone service dropped calls not been able to call anyone from my house not 1 person has helped me they refuse to believe it is the service my husband just bought a new phone from Xfinity he has the same issue this has been so frustrating!!!
TA
Thomas A Bachmann
April 18, 2024

Cancellation and Refund

I was disconnected on text and have tried to speak to an agent, a real person but they make it impossible. They say I have not returned the equipment. I have with all the cables+ Their bill is incorrect. One of their agents said you pay after you get service. You pay in advance. There should be someone with whom I can actually speak!
Nm
NicoIe morgan
April 15, 2024

Billing

My bill goes up every month. I have complained every month. They promise to credit me and my bill keeps going up.
Hn
Héctor noe Aladino Martinez
April 4, 2024

Internet xinfinity

No sirve es una porquería de internet yo lo contraté ase 8 días y nomás no me llego el internet estuve llamando al servicio al cliente y nunca me dieron solución no lo recomiendo es el peor servicio de internet
DW
Donna Warnick
March 9, 2024

Waste of time and money

Overall (1 out of 5)
Quality of service (1 out of 5)
Affordability (1 out of 5)
Customer Service (1 out of 5)
Constant issues, can barely get a hold of human. Run diagnostic everything's fine. Same shit keeps happening multiple times a day. I'm tired of it! Go to file with the FCC and the attorney generals office here in Pennsylvania. I'm sick and tired of comcast/Xfinity charging a fortune and not delivering what I'm paying for
Xi
Xfiniti internet
January 10, 2024

The same problem every month with the internet.

Overall (1 out of 5)
Quality of service (1 out of 5)
Affordability (1 out of 5)
Customer Service (1 out of 5)
Every month I am having a problem with the internet. I call h when I manage to communicate with the agent, he sends me a technician, who has already written and informed me that the box is not working and that it is necessary to change it. I've been without internet for 3 days now, and last year I was without internet for 17 days and they don't solve the problem, my son has to study, I have to work, I have to work, and when I talk to the customer services staff they don't want the customer get angry, when I call and call and they don't resolve the situation, I don't want this internet anymore, it's not effective for me, fast if they collect the money but don't provide good service. How many days to free myself from you. No more. This internet is not a good option. If they are working somewhere, the internet goes out in my house, and it goes like this for hours, now I am waiting for another technician to see what he is going to do, because every time they send a technician, he changes the cable but continues the Same problem with the internet.

Ratings

Overall (0.5 out of 5)
Quality of service (1 out of 5)
Affordability (1 out of 5)
Customer Service (1 out of 5)

Leave A Review

Quality of service
Affordability
Customer Service
We pay $355 per month for our services. We do not have internet service and that has been for 4 years. We have Roku services which is only $30 a month. The majority of what is provided does not work or exist. It took 4 appts before someone showed up with the proper supposed wifi modem hookup. This is a phony TV service that we give them money for nothing. This is fraud and has been ongoing for 4 years. What are they doing in reality? Quality of service is non-existent and getting away with highway robbery.Worst customer service !! Do not use Xfinity for internet service. I recently relocated for work and canceled my Xfinity Service. Turned all of my equipment back in to the Franklin office and asked if I owed anything on the account or owe any fees. I was told no and that I would be getting a credit back for $15.44. Four weeks later I get a bill for $114.61. I called the customer service department and explained everything to them and told them my new home was prewired for another carrier . I was told that they could not waive the early termination fee which is a lie. If you are looking for internet service, pick any carrier besides Xfinity. They care more about $114 than giving accurate information when I asked if I owed anything on my account due to Xfinity not being an option where I moved to. If this can keep one person from going through what I just went through on the phone with customer service and the hour of my life I won’t get back it is worth it . Especially if only one person chooses to go with another provider, I will easily get my $114 back. Thanks Brandon SmileyIf what I'm reading and hearing about Xfinity/Comcast wanting to put Bally Sports on a higher pay tier for their customers is true, I will be cancelling my contract! Terrible way to negotiate. Rick MeyerXfinity “upgraded” my service, however, I did not request the upgrade. It is impossible to cancel the upgrade or change the upgrade AND it is impossible to speak to a representative to get the issue fixed. DO NOT sign up for any Comcast or Xfinity service if you have any other choice. You WILL regret doing business with them!!I called this morning because my router of 3 years had been messing up. I was told even though I had been a customer for over a decade I had to pay a deposit for the router which I questioned. The man was very rude and pushy and told me to pay my bill which wasn’t due for 5 more days. When I said no, he canceled my service and hung up on me. When I went to log back in, my email address had changed which I have screenshots of. I attempted to call back in to get my service turned back on. The next man told me I needed to pay my bill before I could get a router which again wasn’t due to 5 more days. I said no and told him to wait on the router. He then began to push me to pay my bill early and gave me his contact info to call in and pay with him on the 26th which made no sense. I asked him for customer services number and he told me I was speaking to them. I then went to their app to file a complaint and was met with yet another person who informed me they had handled my complaint but could t put me in touch with anyone to address my email being changed. I have been a customer for 12 and feel this company has lost my service. Changing an email address is malicious.Xfinity, Comcast: Lodge a Complaint about Xfinity and Comcast Business