Xfinity - Billing Issue Resolved with BBB- PSA

[Topgun 1776]

Good morning all!
A few weeks ago, I posted about a billing issue with Xfinity internet. I'm happy to say it is now resolved and removed from my credit! Many of you gave great suggestions, etc. Thank you!
To all that have issues with Xfinity incorrect billing or bad charges that no one else can resolve - contact the Better Business
Bureau online! I filed a complaint (including all attachments) and within 24 hrs and "Executive Customer Relations Professional" contacted me personally. Another 24 hrs later, my issue was resolved! Done and done!!!
So, when customer service, managers, chat groups don't work...get all of your ducks in a row and contact the BBB!

[Altavia]

Well done!

[JRcorvette]

Good morning all!
A few weeks ago, I posted about a billing issue with Xfinity internet. I'm happy to say it is now resolved and removed from my credit! Many of you gave great suggestions, etc. Thank you!
To all that have issues with Xfinity incorrect billing or bad charges that no one else can resolve - contact the Better Business
Bureau online! I filed a complaint (including all attachments) and within 24 hrs and "Executive Customer Relations Professional" contacted me personally. Another 24 hrs later, my issue was resolved! Done and done!!!
So, when customer service, managers, chat groups don't work...get all of your ducks in a row and contact the BBB!

Xfinity is horrible to deal with. A few years back we had their service and when we moved we switched to Sprctrum. Xfinity kept billing us and even sent it to a collection service. I had documented everything and refused to pay. I told the collections service that I would go to court and let a Judge determine. They dropped their claim. All the hassle over $65 or so. It was the principle of things not the money!

[MrFlorida]

I've been lied to many times over the years by Xfinity , they will give you a rate, then charge you more than you agreed too....

[jrref]

I think it's clear in order of best to worst Internet service here in the Villages:
1) Best, Fiber internet, either Quantum or Centric
2) Good, Spectrum
3) Worst, Xfinity

And for those needed very basic internet, Verizon or T-Mobile wireless if it works at your location. You will need to try it and if it doesn't work, you can return it.

[Bill14564]

I think it's clear in order of best to worst Internet service here in the Villages:
1) Best, Fiber internet, either Quantum or Centric
2) Good, Spectrum
3) Worst, Xfinity

And for those needed very basic internet, Verizon or T-Mobile wireless if it works at your location. You will need to try it and if it doesn't work, you can return it.

Would be nice to see the criteria for "best" and "worst." Would also be useful to see data on complaints per hundred subscribers. Quantum has been showing up quite a bit recently and "price for life but don't miss the fine print" was discussed not too long ago.

What "need" moves one beyond very basic internet?

[jrref]

Would be nice to see the criteria for "best" and "worst." Would also be useful to see data on complaints per hundred subscribers. Quantum has been showing up quite a bit recently and "price for life but don't miss the fine print" was discussed not too long ago.

What "need" moves one beyond very basic internet?

I agree, having the data would be great but we are never going to get that unless it's published somewhere.

My response was based on reading Villager's posts and responses here on Talk of the Villages for the past couple of years.

Personally, when I had Spectrum, the service was very reliable but when I cancelled, they wouldn't stop billing me. I had to go through the process of producing my receipts and dealing with them to rectifiy the situation.

Friends have had Xfinity and complained about service and billing.

Not as many complaints about Quantum and Centric relative to the two cable companies here in the Villages. Yes, they did have that "price for life" issue but regardless they have the cheapest pricing and I haven't seen many complaints about billing and service. As you can read in some of the other threads, many of the Quantum complaints are from less than optimal installations and the new WiFi 7 technology they are deploying.

All interesting information.

[Topgun 1776]

Xfinity is horrible to deal with. A few years back we had their service and when we moved we switched to Sprctrum. Xfinity kept billing us and even sent it to a collection service. I had documented everything and refused to pay. I told the collections service that I would go to court and let a Judge determine. They dropped their claim. All the hassle over $65 or so. It was the principle of things not the money!

Same thing with me. Four years after I correctly terminated service with ZERO notice from them, they sent a bogus amount to collections. It was a total scam. Fortunately, I kept emails and chose the BBB as my last resort. Xfinity is a terrible company to do or stop business with.

[asianthree]

I guess we were lucky with xfinity for multiple homes over 20 years never had problems. Easy return with equipment and refunds immediately.

One piece of equipment was packed in a pod for 5 months. I didn’t think we would get refunded. But soon as equipment was received instant credit to us.

[Michael G.]

The Infinity store isn't much better either to resolve problems for those that take the time to drive over there.

[Rocksnap]

Xfinity is horrible to deal with. A few years back we had their service and when we moved we switched to Sprctrum. Xfinity kept billing us and even sent it to a collection service. I had documented everything and refused to pay. I told the collections service that I would go to court and let a Judge determine. They dropped their claim. All the hassle over $65 or so. It was the principle of things not the money!
I just had a similar issue with Xfinity. Canceled them when we moved here. They wanted to charge me for early termination. I brought up the fact they cannot provide service at my new location. Was charged an early termination fee. Several phone calls to them, they say they waived the fees. Yet I keep getting these bills. More calls, keep hearing I’m ok, zero balance. They sent me to Collections. Still fighting them. BBB it is. Can’t run fast enough from Xfinity.

[retiredguy123]

I just had a similar issue with Xfinity. Canceled them when we moved here. They wanted to charge me for early termination. I brought up the fact they cannot provide service at my new location. Was charged an early termination fee. Several phone calls to them, they say they waived the fees. Yet I keep getting these bills. More calls, keep hearing I’m ok, zero balance. They sent me to Collections. Still fighting them. BBB it is. Can’t run fast enough from Xfinity.
It may not make sense, but for those who have a contract with Xfinity, the contract clearly states that the early termination fee does apply when you move to a location where Xfinity does not offer service. Overall, I have been satisfied with Xfinity, and it is not true (as some claim) that you can save substantial money by switching to streaming. Every time I do the math, the savings are minimal, and I would lose channels and/or other services. I am particularly happy with their cell phone service, which uses the Verizon network and is way cheaper than other services using that network. Also, I would never do business with Xfinity on the phone, always in person.

[Sandy and Ed]

“ Also, I would never do business with Xfinity on the phone, always in person.”

Since most phone calls nowadays are to offshore call centers or to work from home part time employees who simply record information to the computer, I’d agree a trip to the local store a better option

[Bill14564]

It may not make sense, but for those who have a contract with Xfinity, the contract clearly states that the early termination fee does apply when you move to a location where Xfinity does not offer service. Overall, I have been satisfied with Xfinity, and it is not true (as some claim) that you can save substantial money by switching to streaming. Every time I do the math, the savings are minimal, and I would lose channels and/or other services. I am particularly happy with their cell phone service, which uses the Verizon network and is way cheaper than other services using that network. Also, I would never do business with Xfinity on the phone, always in person.

I also had Xfinity and was happy with their service. I canceled about a year ago without any problems but maybe I need to wait another three years before I can be confident about that.

Why I canceled: Xfinity had a small increase to their rates and decided to start charging me to autopay with a credit card. Technically, they ended the autopay discount for credit cards but using that as a reason/explanation/excuse for why the bill increased just made me more inclined to reevaluate my internet service. Had they not messed with the bill I would not have looked around and I would probably still be happy with Xfinity today.

If you don't watch all 250+ channels (whatever it is) then you can probably save money by streaming. "Probably" because everyone's wants are different and you may want a collection of channels that are only available by subscribing to multiple, expensive services. I pay about $185/month for internet access and all my streaming services. $82 of that is live TV and the NFL package so if I gave up those I would be paying $100/month.

[retiredguy123]

“ Also, I would never do business with Xfinity on the phone, always in person.”

Since most phone calls nowadays are to offshore call centers or to work from home part time employees who simply record information to the computer, I’d agree a trip to the local store a better option
I could be wrong, but I think some calls are even handled by non-Xfinity employees, who work on a commission basis as independent contractors.

But, if Xfinity told me that they were waiving a contractual termination fee, I would want to hear that in-person, get the name of the person, and get it in writing. I certainly would not rely on a verbal statement over the phone.

[CoachKandSportsguy]

Personally, when I had Spectrum, the service was very reliable but when I cancelled, they wouldn't stop billing me. I had to go through the process of producing my receipts and dealing with them to rectify the situation.


Spectrum systems are horrible. . . They upgraded a box for me, and the system shows no return. . . They want you to re-buy their old, out of date equipment a second time.

so now you have to keep their receipts forever, so invest in a scanner, and scan them into a file and save it in the cloud

[Dexterconfetti]

Tell them you are recording the conversation. Also ask if you can be on a recorded line this worked for a friend.

[jrref]

Someone asked, where's the data when trying to determine which internet provider in the Villages is the best and the worst.

I just realized, all you need to do is create a post about each provider and see which thread gets the most responses.

From my experience here on Talk of the Villages, everytime Xfinity is brought up, it immediately gets a huge number of replies, most negative.

[RoseyRed]

Good morning all!
A few weeks ago, I posted about a billing issue with Xfinity internet. I'm happy to say it is now resolved and removed from my credit! Many of you gave great suggestions, etc. Thank you!
To all that have issues with Xfinity incorrect billing or bad charges that no one else can resolve - contact the Better Business
Bureau online! I filed a complaint (including all attachments) and within 24 hrs and "Executive Customer Relations Professional" contacted me personally. Another 24 hrs later, my issue was resolved! Done and done!!!
So, when customer service, managers, chat groups don't work...get all of your ducks in a row and contact the BBB!
We have had Xfinity for 3 months now and NOT impressed with their service. In our home state we used Spectrum with same service and never had an issue. The Xfinity setup was scheduled ahead of us moving due to our job requirements but unfortunately, we were without internet service for 3 days and not able to work! Even after initial setup there were disruptions in service, and it was a long-drawn-out process to get them to address the issue. Service was better at first but not long afterwards we are having issues again with lags and drops. Needless to say, we are switching to Spectrum!

Wonder if BBB could help with a medical bill from a year ago. The bill was paid and now medical facility is billing us again saying the insurance took the payment back after a year really? Not sure which agency to start with... insurance company (have since switched to another insurance) or NC State insurance?

[retiredguy123]

Someone asked, where's the data when trying to determine which internet provider in the Villages is the best and the worst.

I just realized, all you need to do is create a post about each provider and see which thread gets the most responses.

From my experience here on Talk of the Villages, everytime Xfinity is brought up, it immediately gets a huge number of replies, most negative.
When you get a lot of negative replies, it is often because the company has a lot of customers. The more customers, the more complaints. There are also a lot of complaints about Samsung TVs because they sell more TVs than any other company.

[Bill14564]

Someone asked, where's the data when trying to determine which internet provider in the Villages is the best and the worst.

I just realized, all you need to do is create a post about each provider and see which thread gets the most responses.

From my experience here on Talk of the Villages, everytime Xfinity is brought up, it immediately gets a huge number of replies, most negative.

So far in this thread I see three negative posts for Xfinity and three positive. That excludes the complaint that Xfinity actually honored the language in its contract. For Spectrum I see two negative and no positive.

My impression:
- Sometimes we see what we want to see
- People come her to complain far more often than to compliment
- Knowing the size of the install base critical to drawing conclusions base on counting complaints

[Bill14564]

...

Wonder if BBB could help with a medical bill from a year ago. The bill was paid and now medical facility is billing us again saying the insurance took the payment back after a year really? Not sure which agency to start with... insurance company (have since switched to another insurance) or NC State insurance?

Off topic but.... Start with the insurance company and find out if they really took the payment back and why. Also ask what you, the patient, is obligated to pay for the procedure under the contract the insurance company has with the provider. Then go from there.

[jrref]

So far in this thread I see three negative posts for Xfinity and three positive. That excludes the complaint that Xfinity actually honored the language in its contract. For Spectrum I see two negative and no positive.

My impression:
- Sometimes we see what we want to see
- People come her to complain far more often than to compliment
- Knowing the size of the install base critical to drawing conclusions base on counting complaints

Give this thread a couple more days until we can take a tally.

I do know here in Osceola Hills, most of the people I know dropped Xfinity after having it when the homes were built and switched to Spectrum and they said from their experience, Spectrum was very reliable. I know this because I've seen the installs when they switched to Quantum Fiber. Most switched because Spectrum kept increasing their rates and recently the "deals" have not been that good.

It wasn't until we started talking about Quantum Fiber that most people realized their homes were pre-wired and could take advantage of the service. Most had no idea they were able to get it.

I agree though, all these companies have installation and service issues but the cancellation problems are the most troubling.

Has anyone had cancellation problems with Quantum or Centric?

[RICH1]

Good morning all!
A few weeks ago, I posted about a billing issue with Xfinity internet. I'm happy to say it is now resolved and removed from my credit! Many of you gave great suggestions, etc. Thank you!
To all that have issues with Xfinity incorrect billing or bad charges that no one else can resolve - contact the Better Business
Bureau online! I filed a complaint (including all attachments) and within 24 hrs and "Executive Customer Relations Professional" contacted me personally. Another 24 hrs later, my issue was resolved! Done and done!!!
So, when customer service, managers, chat groups don't work...get all of your ducks in a row and contact the BBB!
Just when you think your problem is fixed and you are getting out, They will Flag your account and Drag you back in,with a future issue..

[BBBnWitty]

So far in this thread I see three negative posts for Xfinity and three positive. That excludes the complaint that Xfinity actually honored the language in its contract. For Spectrum I see two negative and no positive.

My impression:
- Sometimes we see what we want to see
- People come her to complain far more often than to compliment
- Knowing the size of the install base critical to drawing conclusions base on counting complaints

XFINITY sucks! I had billing issues with them as well because they tried to bill me and add penalty fees long after I cancelled them in writing. Now you have four negative posts.

[OrangeBlossomBaby]

Since I own my modem and router, and only have Xfinity for internet service, I find Xfinity to be terrific. Reasonable price ($50/month for 350mbps d/l, 20mbps u/l), they give us some free channels on a streaming box in our second TV (our main TV has YouTubeTV), and I only have to argue with them once a year for around 1/2 hour to an hour tops, to get the next year at the same price as the last year. It'd be even less expensive if I did auto-pay but I won't do that.

[Topgun 1776]

Just when you think your problem is fixed and you are getting out, They will Flag your account and Drag you back in,with a future issue..

Account is closed. Zero balance. Email from their corporate with apology. Done!

[Laurawilcox]

We have had Comcast/Xfinity hell week. It started in the closest store in Lady Lake. 2 hour wait. Others were slamming down their routers cancelling service because they could not get resolution over the phone, increase rates to the odd conversation with a college girl being added to her family mobile service. The agent saying the only young person he has ever dealt with.

Our $50 internet had gone up to $120 for the same simple service in 2 1/2 years. We cannot get the other less expensive services in our area yet, DeLuna, so we went with Now internet from Comcast. They have to cancel your traditional service and then sign you up. Typically meaning no service for about 3 days. Because we had someone offer to help, we went with the $30 100MB no contract. They set the new router up for us and offered a $110 home visit. The store employees know almost nothing about the product.

None of the set up worked so we were on our own. Turns out we found in the following days it is their self-service, chat only offering. The phone folk kept hanging up on us saying it was prepaid and self service, though ours isn’t. After a full week we have most things running well, during the floundering stage we received 32 text messages that to renew traditional service we would be charged $232 a month, that we were still being charged the $120 and our Now service was basically lightly supported. We went through 8 agents for hours and 3 billing calls. At the end one agent sent us a tech who was wonderful and really tried to help. (They couldn’t tell us if he was free or $110, so waiting for bill). We are 80 percent there, primary LG TV goes out once a night, but we will put up with that.

Hoping for Costco, Trader Joe’s, a monorail to Disney and a cheaper option coming our way soon!

[jrref]

We have had Comcast/Xfinity hell week. It started in the closest store in Lady Lake. 2 hour wait. Others were slamming down their routers cancelling service because they could not get resolution over the phone, increase rates to the odd conversation with a college girl being added to her family mobile service. The agent saying the only young person he has ever dealt with.

Our $50 internet had gone up to $120 for the same simple service in 2 1/2 years. We cannot get the other less expensive services in our area yet, DeLuna, so we went with Now internet from Comcast. They have to cancel your traditional service and then sign you up. Typically meaning no service for about 3 days. Because we had someone offer to help, we went with the $30 100MB no contract. They set the new router up for us and offered a $110 home visit. The store employees know almost nothing about the product.

None of the set up worked so we were on our own. Turns out we found in the following days it is their self-service, chat only offering. The phone folk kept hanging up on us saying it was prepaid and self service, though ours isn’t. After a full week we have most things running well, during the floundering stage we received 32 text messages that to renew traditional service we would be charged $232 a month, that we were still being charged the $120 and our Now service was basically lightly supported. We went through 8 agents for hours and 3 billing calls. At the end one agent sent us a tech who was wonderful and really tried to help. (They couldn’t tell us if he was free or $110, so waiting for bill). We are 80 percent there, primary LG TV goes out once a night, but we will put up with that.

Hoping for Costco, Trader Joe’s, a monorail to Disney and a cheaper option coming our way soon!

Wow what a story!

What's interesting, Quantum Fiber was installed in Villages north of Rt.44 and in Fenney and DeSoto. After that, the Villages of ChittyChatty, Bradford, Richmond, etc., only had Xfinity and Spectrum, no fiber. Centric Fiber was then available in the newer builds further south includding Middleton and from what I understand in all of the new Villages.

So why was fiber not installed in the areas of Richmond, Bradford, ChittyChatty, etc.?

Was an "agreement" made by the developer and the cable companies to keep the fiber companies out of these areas? Did Quantum and Centric drop the ball?

I do know some areas like Bonita Villas got Quantum fiber many years after their builds but I believe it was just a matter of branching off of existing fiber infrastructure. I don't think areas like Richmond, DeLuna, etc, are going to get fiber installed at this point because the cost would probably be too high unless there is existging fiber infrastructure near by.

It's unfortunate becasue all Villagers in this day and age should have a choice of internet providers.

[rlunamand]

I think it's clear in order of best to worst Internet service here in the Villages:
1) Best, Fiber internet, either Quantum or Centric
2) Good, Spectrum
3) Worst, Xfinity

And for those needed very basic internet, Verizon or T-Mobile wireless if it works at your location. You will need to try it and if it doesn't work, you can return it.

Has anyone checked to see how many of these you actually have available at your residence? For me it's Xfinity only. Quantum is available in only 46% of the villages. It would be nice to have options. Oh well. It's good to know there might be competition out there someday.

Robert

[OrangeBlossomBaby]

We have had Comcast/Xfinity hell week. ...

All that to say, you had Comcast internet only, which is advertised at $50/month with a "bring your own" modem/router, minus a $10 discount if you do autopay and e-bill (paperless billing). In order to take advantage of this yearly offer, you have to ASK for it every year.

That's it. That's all you have to do. If you don't ask for it, they'll charge you full price. You also have to use your own modem/router to get it at this price. Otherwise you have to pay $15/month EXTRA to rent theirs. Considering a modem and router cost under $100 combined, you'd recover your expense in your first year, and these two devices will usually last for several years before you need to replace them.

[jrref]

All that to say, you had Comcast internet only, which is advertised at $50/month with a "bring your own" modem/router, minus a $10 discount if you do autopay and e-bill (paperless billing). In order to take advantage of this yearly offer, you have to ASK for it every year.

That's it. That's all you have to do. If you don't ask for it, they'll charge you full price. You also have to use your own modem/router to get it at this price. Otherwise you have to pay $15/month EXTRA to rent theirs. Considering a modem and router cost under $100 combined, you'd recover your expense in your first year, and these two devices will usually last for several years before you need to replace them.
Which internet speed do they give you with this offer?

[mtdjed]

Since I own my modem and router, and only have Xfinity for internet service, I find Xfinity to be terrific. Reasonable price ($50/month for 350mbps d/l, 20mbps u/l), they give us some free channels on a streaming box in our second TV (our main TV has YouTubeTV), and I only have to argue with them once a year for around 1/2 hour to an hour tops, to get the next year at the same price as the last year. It'd be even less expensive if I did auto-pay but I won't do that.

I have XFINITY and get Charged $89/Month for 350 MBPS. They have a current offer of $45/Month for that service but not available to existing customers. Ad also says that the $45 rate only good for 1 year and then becomes $89.
I live in the Lake Sumter area, and I think they are the only show in town. TMobile has a $60 rate but is from towers with no more capacity available except T Mobile light.

Xfinity uses cable in the area which was installed 20 years ago. When a new customer is added, I wonder what their added cost is? It does not seem like a commodity like gasoline or electric.

[jrref]

I have XFINITY and get Charged $89/Month for 350 MBPS. They have a current offer of $45/Month for that service but not available to existing customers. Ad also says that the $45 rate only good for 1 year and then becomes $89.
I live in the Lake Sumter area, and I think they are the only show in town. TMobile has a $60 rate but is from towers with no more capacity available except T Mobile light.

Xfinity uses cable in the area which was installed 20 years ago. When a new customer is added, I wonder what their added cost is? It does not seem like a commodity like gasoline or electric.

That price for that service is criminal and they are taking advantage of everyone in that area.

[Bay Kid]

Xfinity is by far 1 of the worse companies to deal with. Always a nightmare to get any help. Terrible for blood pressure.

[jrref]

As I believed, give this thread a couple of days and we will get all of the stories about Xfinity.

What's the score now?

Bad: Xfinity 6, Spectrum 2, Quantum 0

[Bill14564]

As I believed, give this thread a couple of days and we will get all of the stories about Xfinity.

What's the score now?

Bad: Xfinity 6, Spectrum 2, Quantum 0

You're beginning to sound more like a Quantum salesperson than an honest broker.

Nothing surprising in this thread at all. People with complaints will complain, people without will have nothing to say. In a thread about Xfinity, most comments will be about Xfinity.

Without knowing the size of the install base we have no idea how significant six complaints might be. Are there only nine of us with Xfinity and 2/3 of all Xfinity customers have complaints? Or, are there tens of thousands of Xfinity users and 99.94+% satisfaction rate ain't bad?

[jrref]

You're beginning to sound more like a Quantum salesperson than an honest broker.

Nothing surprising in this thread at all. People with complaints will complain, people without will have nothing to say. In a thread about Xfinity, most comments will be about Xfinity.

Without knowing the size of the install base we have no idea how significant six complaints might be. Are there only nine of us with Xfinity and 2/3 of all Xfinity customers have complaints? Or, are there tens of thousands of Xfinity users and 99.94+% satisfaction rate ain't bad?

LOL,

I spend time commenting on these topics in an effort to help Villagers understand whats really going on with the internet and cable TV companies these days. I've been in the industry for a very long time before I retired and it pains me to see how my neighbors are being treated by some of these companies. Many people here in the Villages are getting ripped-off for no reason and if they have a choice of providers, they should seriously consider changing.

But at the end of the day, the cable companies are "taking-a-beating" for many reasons and instead of trying to be fair and retain their customers, they are doing all kinds of what I consider "under handed" things that are driving away their customers. This isn't always the case but it sometimes happens. There is no reason why anyone should have an ordeal cancelling service or face repurcusions years later. I was playing golf this morning and people were discussing a bad experience with Xfinity. As I mentioned, I had Spectrum when I first moved to the Villages and when I cancelled, it was a cordial experience becasue they know if they treat you right, you may come back. There was no hard sales pitch wasting my time trying to retain me. I did have an issue where they wouldn't stop billing me but they did fix that after I produced my receipts.

The only way providers are going to change their ways is when enough people cancel and don't come back no matter how cheap their offers are. Fortunately, in most parts of the Villages people have choices. Especially now that 5G wireless internet is more available.

The reason why I talk about Fiber internet is becasue many here in the Villages have no idea what the service is or that they can get it. Once they understand the service, the costs, the installation, etc, many then take a serious look to see if it's something to pursue for their needs. There is no right or wrong, Villagers need to know the facts so they can make a more informed decision in this ever changing industry.