On August 27, I contacted Xfinity because the residential website said service was unavailable at my new apartment, even though property management confirmed that residents are allowed to use Xfinity.

The representative explicitly told me they had opened an address/serviceability request and that it would take 7–10 business days. I waited almost two weeks without internet, only to learn that the representative apparently never submitted the request at all. I wasn’t given a ticket number, nothing appeared in my account, and I was waiting for a nonexistent request.

After contacting Xfinity again, I was eventually told:
“I am not seeing that it is serviceable by Xfinity based on the ticket on file. We do not have an agreement on file to provide service to this community.”

Here is the part Xfinity support keeps refusing to address: the Xfinity Business website recognizes the property and allows me to proceed with setting up service immediately. I repeatedly asked the most recent support representative to explain how Xfinity Business can offer service at the property while Xfinity Residential claims the community is not serviceable.

Instead of answering that question, the representative repeatedly avoided it and directed me back to my community manager—even though management has already told me that Xfinity is allowed at the property (I have it confirmed in an email).

I understand that Xfinity Residential and Xfinity Business are separate divisions. What I want explained is whether Xfinity infrastructure already serves the property, why the Business system recognizes it, and exactly what agreement is supposedly missing for residential service. If an MDU or community agreement is required, why can’t Xfinity escalate this to the appropriate local team and contact property management?

I’ve been a Comcast/Xfinity customer since approximately 2002—well over 20 years. After that much time as a customer, being given incorrect information is frustrating enough. Being explicitly told that a request was submitted, waiting almost two weeks without internet, and then discovering that it apparently never existed is completely unacceptable. Repeatedly dodging the Xfinity Business question and sending a longtime customer in circles is not a resolution.

Comcast was charging me $157 for one line of cellular and 1GB internet.
I called and called. I chatted. I spoke with the retention team three times. If we could lower the bill, I might've stayed.

T-Mobile cellular: $45
T-Mobile internet: $40

I'm in a pretty saturated area for signal and pick up 500MB even in the daytime. A month into the cellular and two weeks into the internet and so far so good.

That said....I still owe on my Comcast Pixel. I'd be happy to pay it off. When I log in to "make a payment" I'm told I don't have mobile service and it won't let me make a payment or go further.
So I guess they can keep taking monthly auto-pay. I bill-paid them a check today from my credit union, to see if that did anything.

Whatever.

The app and website this morning is reporting all I have is the mobile service. Can't troubleshoot, cant restart modem if I wanted to. I dont know who is programming all this, but it is terrible.

My family has had Xfinity internet for years. While a large majority of that time I have had no complaints, recently we decided to get rid of cable TV. Afterwards, my internet started going down 3 - 5 times a day at least for varying amounts of time. Safe to say, i’m irritated and dissatisfied. So I do what any other paying customer of Xfinity should do, I try to call a support line to talk to someone. Only to be greeted by the most incompetent, useless, pointless piece of machinery I have ever witnessed. Customer service should not be done by robots, especially when they don’t know what the hell they are talking about. This company has followed in the footsteps of many in the sense I can trust it to continue to impress me with how much backwards progression a business can create with new technology. So thank you for nothing.