Complaint Review: Xfinity - Sterling Heights Michigan

If you have Xfinity or have elderly parents, friends or neighbors who have Xfinity, you may wish to read this lengthy post.

My 90-year-old in-laws have been paying $300 per month for Xfinity, which covers Internet, Cable, and Phone.  After years of minding our own business, about 3 months ago my wife called Xfinity and asked what could be done.  They knocked $40 bucks off.

Then about 2 months ago they discovered a program they like is available on Peacock and they wanted to know if they could get that.  Having recently looked at their bill, my wife knew Peacock was included. So, we went over to show them how to access it.  While there, they said all of their programs were in Spanish and could we help.  I looked at the settings, unplugged and reattached everything and finally decided a call to Xfinity was necessary.

We called and Xfinity went through their protocols and couldn’t fix the problem online.  They set an appointment to send a tech out.  The tech came and checked things out and told them they needed a new box.  So, the 90-year-old detached the box and took it up to Xfinity who gave them a new box.  They returned home hooked it up, and still, everything was in Spanish.  In the meantime, Peacock accessibility had been sidelined while we tried to get the Spanish problem fixed.

Xfinity sent out another tech, who again determined it was probably the box.  While the tech was there they asked him how they could access Peacock and he told them all they needed to do was speak into the remote, say Peacock and it would come up.  For the next week or so, they kept trying to speak into their remote with no success.

So, now things are simply not making sense.  We had seen their remote and there was no “speech” capability. I got their account information and went online to see what I would find. I had taken photos of their remote and box, and immediately realized they did not have the proper equipment for the plan they had.  They have had this plan for over two years!

Their plan included streaming, HBO, and DVR recording but with the improper equipment, they could have never used what they were paying for even if they knew how.  And in taking a closer look at their bill, HBO+, Showtime, and additional DVR recording capability had been added after my wife secured a $40 reduction in their bill. 

I asked my in-laws, “Have you ever recorded anything?”  Their response was, “What are you talking about?”  They have been paying for streaming services for over two years and have never had the correct equipment!

When I took their box and remote to Xfinity the customer service rep looked up their account and without skipping a beat said, “Oh, that’s the wrong box!”  Keep in mind, my 90-year-old pa-n-law had just been here a couple of weeks ago and got a “new” box and remote.

Then I asked about credit for a couple of weeks of their services being in Spanish and for having the incorrect equipment.  Of course, the rep’s response was, that was above her pay grade and she’d leave a message for billing who would be in contact.

Did they ever call?  No!  Instead we called and after doing some calculating and determining they had, had the incorrect equipment for over 2 years, we asked for a conservative $1,600 credit on the bill.  They escalated it to Tier 2 who could only approve up to a $230ish credit, but that they’d escalate the additional credit to Tier 3, who would call us within 72 hours.  

It’s now been 120 hours and of course, they have not called.  The point being, you may wish to audit their Xfinity bill - you may be surprised what you find!