But the sad truth is….
This will not give you the satisfaction you’re looking for. The folks at the top don’t care, and go to great lengths to insulate themselves from just such interactions.
What you really want: is your issue to immediately be fixed, your bill adjust for your time and effort, and to be heard (or said another way, to be treated like a human being).
Don’t waste more time and energy calling Comcast HQ to complain. Instead, focus on getting your issues fixed and your bill adjusted.
Use the information below to escalate your issue through to resolution.
Escalation Path for Formal Complaints
If you’d prefer all the formal channel, it’s possible it’ll bring you more satisfaction than I think. Here is your escalation path:
- Comcast Customer Service
1 (800) 934-6489
Click here for all contact methods
(Attempt to speak to an escalations manager.
KEEP TRACK OF EVERYTHING.)
- Contact Comcast Retention Team (they are resourceful)
Same as above, but say: I want to cancel Comcast service. You will be routed there.
- Contact Comcast Headquarters by phone or mail:
Comcast Corporation
1701 JFK Boulevard
Philadelphia PA 19103
215-286-1700
- Contact Tom Karinshak (Senior Vice President of Customer Experience)
Tom Karinshaks Contact Page - Contact them via Social Media
Better yet, if you have a large following, or can have a social media influencer make a comment. That may do the trick. Contact on twitter at @comcastcares
- Still having problems, reach out to the
Federal Communications Commission (FCC)
1 (888) 225-5322
Click here for all contact methods
Still not satisfied. Below are additional resources:
- Your State’s Board of Utilities or Public Service Commission
- Better Business Bureau
- Your States Consumer Protection Department
- Your State Attorney General’s Office
- Local Elected Officials
- Hire Your Own Attorney and Sue Comcast
We all have our Comcast Horror Stories
My story involves shoddy equipment and a call where my wife is called a liar. Let me explain…
Their equipment broke, and I work from home, so I need new equipment fast. I paid $25 extra to have the new equipment sent out the next day.
But it’s Comcast right…so 7 days later they overnighted my equipment. My wife opens the box. The box is empty. We contact Comcast to explain and we are called liars for explaining our situation. This could not be true, we are lying, as they would never just mail out an empty box.
Fortunately, it occurred to us, that since it sent through the postal service, the box is weighed. That’s right…the box weighted .03 pounds. There is no way 2-3 pounds of equipment was mailed, as the box was empty. So, Comcast mailed us an empty boxed and called us liars.
What’s your Comcast story? Leave me a note in the comments below.
Conclusion
Xfinity / Comcast is a 100 billion dollar (approx) organization. They are the largest telecom company in the United States, and they have vast resources. Because of this, most of the options above are fruitless.
At this very moment (April 2018) Comcast is lobbying Congress to ban State Net Neutrality laws – are you kidding me!! But that topic is for a whole other post.
My point: you are best to stay focused on using the escalation path, taking a deep breath, and focus on resolving your problems.
If you’re not getting proper adjustments of your bill or fees, or you’d like help lowering your rates, that is my area of expertise. Contact me, and I will help lower your Comcast bill. Good luck.
Mike Mozart (https://www.flickr.com/photos/jeepersmedia/) CC by 2.0
I have had internet service through xfinity, and we just added t.v. service for activation on the 2nd of Feb, 2019 , we did self install ,and the dvr box was faulty, we drove round trip 85 miles to the nearest store to exchange the dvr box. This one needed form ware update, we were told that we would have a service tech at our house by 10 am next day, to disregard what the text message said about the scheduled appt date. well no one showed up. Now were told a tech will be here tomorrow.
I have had internet service through xfinity, and we just added t.v. service for activation on the 2nd of Feb, 2019 , we did self install ,and the dvr box was faulty, we drove round trip 85 miles to the nearest store to exchange the dvr box. This one needed form ware update, we were told that we would have a service tech at our house by 10 am next day, to disregard what the text message said about the scheduled appt date. well no one showed up. Now were told a tech will be here tomorrow.
Matt in Harrisburg solutions listened and noted my complaints and I left message on his supervisor Johns phone that Matt had an exceptional demeanor as he listened and noted my complaints. Matt was the most positive experience with Comcast infinity. 1) please realize that your robot should not try to tell me what I need . It is enough for robot to verify name, address and last 4 social #. I should then simply state tech,,billing etc. and not be tortured by robots constant batter of questions so that I am totally furious…Also, your mobile tech dept. needs update on Sumsung Galaxy S9 plus. When I purchased (2) of them from infinity I was assured help when needed,,The last time I needed volume and after taking me thru settings and moving volume button it still would not ring aloud…Your tech support told me the phone was defective and gave me directions to Samsung store. Instead I called Samsung and 123 it was ringing aloud. Please get your techs a Samsung Galaxy S9 plus phone so the can help and give techs training on this phone…I am not getting what I am paying for….Thank You
I have been charged for over a year for the cable box when I did not need one. I am not very Tech smart but I won in 2017 a new 65 inch TV which had Hulu and 11 other( Apps?) on it I then signed up with Xfinity cable and Internet. I asked often and also when the installer was in my home if I needed the cable box. No real advice was given but the cable was installed anyway. My daughter’s friends told me this December that I never needed the box and only needed internet to get TV shows. I am not receiving any service anymore. I can no longer afford the cable box at this time and it was hard to before . I feel they took advantage of my lack of knowledge about my new TV as I had had a 2008, 46 inch Sony HD tv. I was being charged for something I didn’t need. It would have been so nice had they shown me how to best use their service with the type of new TV I had.
I’ve been paying for Blast! internet service (150 mbps top speed) AND $10 a month for something called speed boost AND $13 a month for a modem.
It turns out the modem I’m paying for does NOT support the speed I’m paying for! This has been well over 2 years (that’s as far as I can see the bills)
I’ve talked to tech support – billing – a lot of people. ALL of them agreed I was paying $10 a month for literally nothing (because of the modem limitation).
BUT – no one had authority to actually refund the charge. So they opened a ticket and escalated it. I’ll get a call back within a week.
TWO weeks – no call back. So I called today (3/12/19) and in effect stat all over – though I had a ticket(which of course I still had to explain the issue.
And what happened? Of course I talk to first line help – who are trained to “apologize” and “understand” but I knew could not do anything. Impatient – I finally convinced him to transfer me.
And I was – to another person who “understood” and “apologized” but – surprise! – did not have the authority to do anything but that.
I refused to hear that I’d get a call back from someone – so the person on the phone did all she could to research. And yet – in the end – she could NOT give me the credit on my account deserved. And rather than make the dispute drag on for months – I was willing to take 2 years of $10 credit ($240).
So once again, my file is updated with the assurance it will be handled.
The fact is- this likely is happening to many customers – if you don’t check the specs on the modem you get from Comcast, you have no idea if it can deliver the speed you’re paying for.
So I mentioned this COULD be a class action lawsuit and my next stop is the Attorney General’s office for my state. Still – she could not give me that large of a credit on my account – and I doubt I’ll hear back from anyone else.
So – now that I’m done typing this- I’m looking up the process for the State’s Attorney.
We found out recently that we had been paying for equipment we do not have for TWO YEARS. Was told we were going to be reimbursed (300+). We waited and did not hear anything from Comcast. Called today and was told we were given the wrong information, that most COMCAST does is TWO MONTHS reimbursement. This IS NOT OUR FAULT AND COMCAST BASICALLY IS SAYING, OH WELL, TOO BAD BUT WE ARE NOT REIMBURSING YOU FOR TWO YEARS!!!!! OUR NEXT STEP IS THE BBB BECAUSE THIS IS VERY WRONG!!!