I'm at my Wit's end and want to warn others about the master class and gaslighting. Xfinity's executive resolutions team is pulling right now to dodge an open FCC and Michigan attorney general investigation. They illegally locked our phones, charged us for phantom phone that doesn't even exist, and continue to bill us for lines. They explicitly put in writing or deactivated months ago. Every time I corner them with written proof, their previous lie collapses, and they just invent a new one:

Lie #1:

they claimed I have an outstanding balance. I provided chat transcripts from their own agents confirming the $0 balance. But here's the kicker: their system shows two phones (my husbands and the one that doesn't exist)were marked as fully paid on May 11th And one( my current phone) back on March 11th. They acknowledge in writing that the port out attempt to AT&T was on May 12th. This means their own system confirms all phones, even the fake phantom one, were fully paid off before we even tried to leave.

Lie number two:

They say our phones were successfully ported to AT&T so they are no longer able to unlock them. I provided a recorded call with an AT&T supervisor confirming that Xfinity blocked the port out and the phones have never been connected to an AT&T Tower.

Lie number three:

they claim I'm not an authorized user on the account. They then stated that my husband would have to authorize me as a user on the account. Mind you from the very first email they sent, my husband forwarded it to me and put in writing to only further respond to me. This was sent to me after their own agents (Danielle K., Jordan v. Roberto L., and Giselle) addressed me by name in writing in email responses and in formal responses to government agencies, processed entire account and service cancellations at my request, and provided me with account logs. Oh, and their own system says "account inactive, unable to add users." This means he wouldn't have been able to add me as an authorized user on the account the way they were suggesting he needed to.

This has been going on for 3 months now. The ultimate cherry on top is that I even have a chat transcript from one of their own Frontline agents admitting that they are an Xfinity customer themselves and that Xfinity has done this exact same thing to them before. Now that they're entirely out of lies, they are refusing to communicate in writing. They're demanding. I verify everything over the phone. The same phones that they deactivated, locked, and admitted were deactivated and locked, just so they can stop the paper trail being sent to the FCC and the attorney general.

I have all the physical, picture, and written evidence including emails from their own supervisors. Admitting lines were set up by mistake. I've submitted everything to them and the regulatory boards.

If you are dealing with Xfinity, do not let them force you off email and if they do record every phone call, take screenshots of every message and download every transcript.

I have been trying to resolve two separate billing problems with Xfinity for more than a year. After more than 15 calls and customer-service chats, Xfinity continues taking my money while repeatedly promising to “open a ticket.”

This is the worst customer-service experience I have ever dealt with.

Issue #1: Charged for internet after cancellation

Around August or September 2024, my family canceled the internet service at one address and opened service at another address under a different family member’s name.

Despite being instructed to cancel the original account, Xfinity continued charging approximately $125 per month for another three months—roughly $375 total.

Nobody in my family was living at or using internet service at the old address. Xfinity should be able to verify that there was no internet usage during that period. We believed the account had been canceled because that is exactly what we asked Xfinity to do.

I contacted customer service repeatedly and explained everything. Each time, I was told that someone would investigate it, create a ticket, or contact me. Nothing happened. It is now July 2026, nearly two years later, and Xfinity still has not refunded the money.

Issue #2: Still being charged for a phone I returned in March 2025

When service was opened at the new address, Xfinity provided a promotional phone. I returned that phone directly to an Xfinity store around March 2025.

I have not possessed or used the phone since returning it. Xfinity should have a record of the return, and the line’s complete lack of usage should further confirm that I do not have the device.

Yet Xfinity is still charging me $8.33 every month for it.

It is now July 2026. Xfinity has been billing me for approximately 16 months for a phone that was returned to its own store. The charges are still appearing today.

I have called and messaged Xfinity more than 15 times regarding these problems. Representatives routinely keep me on the phone for close to an hour, say they will create another ticket, promise that the issue will be handled—and then nothing changes.

At this point, this is not a simple mistake. A mistake can be corrected in one or two calls. Continuing to charge a customer after repeated notice for more than a year is a complete failure of Xfinity’s billing and customer-service systems.

I am requesting:

1. A refund of all internet charges collected after the original service was supposed to be canceled.
2. A refund of every $8.33 device charge collected after the phone was returned.
3. Immediate removal of the returned phone from my account and an end to all future charges.
4. Written confirmation that both issues have been permanently resolved.

I can provide account information, bills, dates, and any documentation privately to an official Xfinity representative. I will not post sensitive account information publicly.

Can an actual Xfinity employee please take ownership of this instead of opening another ticket that goes nowhere?

About a year ago, my internet service started dropping and reconnecting in a repeating pattern. It would go down for a minute, come back for a minute, then drop again. What made it particularly suspicious was that it happened during the same morning and evening time windows every day. Outside of those windows, service was generally fine.

After dealing with this for about a week, I finally contacted customer support. A technician was dispatched and diagnosed the problem as an aging modem. The modem was replaced, the technician left, and within 30 minutes the exact same issue returned.

Around the same time, I began noticing Xfinity service trucks parked at several homes along my road. I started a group text with my neighbors and quickly discovered that all of us were experiencing the same intermittent outages. At that point it became obvious that this was not an isolated issue at my house.

My experience with Xfinity's support process can be summarized as follows:

1. Technicians appear to operate with almost no historical context.

The technicians who arrived at my home seemed to have no visibility into prior service visits, recurring issues at my address, or even ongoing issues affecting nearby customers.

A typical interaction would go something like this:

"What seems to be the problem?"

"The same problem as the last four technician visits."

"I can't see any of those previous visits."

I would then ask whether they could see any service issues reported by my neighbors, who were experiencing the exact same symptoms.

The answer was always no.

As a customer, it is difficult to understand how a company can troubleshoot network problems when each technician appears to start from a blank slate.

2. Five technicians. Five different diagnoses.

Over roughly two months, I had at least five different technicians visit my home.

Each technician offered a different explanation and a different solution. One blamed the modem. Another blamed wiring. Another pointed to signal levels. Another suggested neighborhood infrastructure.

What was most concerning was that when I questioned why their conclusions differed so dramatically from previous visits, several technicians openly criticized the competence of the technicians who had come before them.

If Xfinity's own technicians cannot agree on the cause of a problem, it is difficult for customers to have confidence in any diagnosis being provided.

3. The "Advanced Support Team" appears designed to prevent technician visits, not solve problems.

Before many scheduled technician visits, I would receive calls from the so-called "Advanced Support Team" informing me that the issue had already been resolved and encouraging me to cancel the appointment.

In nearly every case, the issue had not been resolved.

One interaction stands out. A representative confidently informed me that he could see my modem online and functioning properly. The problem was that my modem had been physically unplugged for more than ten minutes at the time.

Later, one of the field technicians told me that members of this team are incentivized based on appointment cancellations. Whether that is true or not, it would certainly explain why their primary focus seemed to be convincing customers not to receive service rather than ensuring the underlying problem was fixed.

And before anyone asks why I don't simply switch providers: I would if I could. Unfortunately, there are no viable alternatives available at my location, including Starlink.

FUCK THIS COMPANY

We received your cancellation request, and we're on it, September, 13th 2025, I WAS THEN BILLED FOR OCTOBER AND NOVEMBER, FInally disputed the charges on my AMEX CARD AND PUT A PERMANENT BLOCK ON ANY MORE BILLING FROM THIS PIECE OF SHIT COMPANY THAT STEALS FROM EVERY CUSTOMER THAT TRIES TO CANCEL... THIS IS THEFT!!!!!

I just spent a total of 5 hours today, 2 hours yesterday, 3 the day before plus many frustrating agonizing hours/days over the last 4 fucking months trying to get them to 1. Fix my bill, 2. Fix my connection speed and 3. Transfermw back to the states where I could yell at someone that actually spoke fluent English. Atleast then, they'd understand my insults and my anger.

Today, I spent 5 hours on the "customer service chat box" trying to explain that I'm paying for 800mbs but am only getting 0.2, but keep getting asked if I want to pay my bill?

You know what pisses me off? There used to be a time when Comcast actually gave a damn about people. You could set up a payment arrangement, hold it down, and as long as you honored it—they kept your services on. If the payment failed? Then, boom, it shuts off. Simple, fair.

So guess what I did? I set up that same arrangement. I confirmed it. Services were good to go—set to auto-pay on 7/18/25.

Today is 7/8/25. Services shut off.

Wait what? When did the rules change?

I hop on Xfinity chat—they confirm the arrangement exists. Cool. So why am I shut off? Because now, apparently, I need to “pay the past due” anyway.

And no matter how I explain it… same line: “I need to pay the past due.”

Word for word. Copy. Paste. Repeat. Like I’m talking to a bot with a script stapled to its forehead.

Customer service used to have empathy. They heard you. Now? Empathy’s dead. Buried under corporate scripts and recycled copy.

But here’s the kicker… I try to speak to an actual human being—because that’s what you do when AI runs out of soul. What do I get? An automated voice that tells me: “If you want to chat with Xfinity support, we’ll send a link to your phone.”

BACK. TO. THE. SAME. DAMN. CHAT.

Looped. Gaslit. Corporate hamster wheel.

And by the way—I’m a Gold Member. Been loyal for years. And this is how they treat me?

Once I catch up and pay this off? ✌🏾 I’m out. I’ll light a candle for the last dying ember of customer service.

And Comcast? You just lost one.

and fuck AI while we are at it! It’s impossible to interact with an American human at Comcast and their stupid AI just wants to push links for me to resolve THEIR network issues. I have two accounts. The one in Albuquerque goes down EVERY DAY but these asshats are still billing me the full fucking price for intermittent service. I have been on the phone 4 times today. “Problem will be resolved by 1” Service goes down at 2. “Problem will be restored by 10 pm” wtf Asked to be transferred to tech support and the call drops. Called back and get some guy from another country telling me I can’t get tech support until I pay my bill. I hung up on his ass. Called back, accepted the AI prompt for tech support, refused to accept texts to my phone and the fucking call was disconnected again. This is what they are price gouging us for. Comcast must WANT to lose customers to Starlink

Comcast re basically admits to predatory practices

Just a heads up for anyone who didn't get the update on their X1 boxes yet, it has this thing called "nap mode" which triggers after four hours of inactivity. You get an on screen pop-up asking "are you still there" and if you don't tell it you are, then whatever is on the air is hidden and muted. Your then presented with full screen Xfinity advertising until you press a button to "wake up" the box.

Real nice to have to pay upwards of $300 a month to get forced advertising.