Comcast is a telecommunications conglomerate that provides internet, cable TV, and phone services to consumers under the brand Xfinity.
Comcast Responsiveness rating
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What you need to know about Comcast
We receive many complaints about Comcast. Imagine being called an a**hole in writing. Comcast also insults customers in its invoices, and, of course, there are the many alleged Comcast scams.
- Comcast’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Comcast with our insider guide or through its executive contacts.
- Comcast’s customer service policies are standard. Here are our frequently asked questions about Comcast.
Comcast customer service response times
Comcast’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Phone support | Comcast’s customer service phone support response times can vary widely depending on factors such as time of day, call volume, and the nature of the issue. Some customers report long wait times, especially during peak hours or after major service outages. It’s not uncommon for wait times to exceed 30 minutes, though some customers have experienced shorter waits during less busy times. Call customer service at (800) 266-2278. |
| Email support | Comcast does not provide a direct email address for customer service inquiries on the website. Instead, the company encourages customers to use other support channels, such as the online chat, phone support, or social media platforms such as X. |
| Live chat | Comcast’s customer service live chat support tends to offer faster response times compared to phone support, though it can still vary depending on the time of day and service volume. Typically, you may wait anywhere from a few minutes to 10 to 15 minutes for an initial response. During peak times, such as evenings or weekends, wait times could be longer. |
| Social media | Comcast’s customer service through social media (such as Twitter or Facebook) is often quicker than phone support, with response times typically ranging from a few minutes to an hour, depending on the platform and volume of inquiries. The company has dedicated social media teams, often using handles such as @XfinitySupport on X, to address customer concerns. Here’s how to reach Comcast via social media. |
| Help center/FAQ | Comcast’s customer service help center and FAQ support is designed for self-service, meaning there is no direct response time as you’re accessing pre-written solutions to common issues. This can be a quick way to resolve simple problems. |
How to resolve a problem with Comcast
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Comcast mailing address
One Comcast Center
Philadelphia, PA 19103
Comcast loyalty program
Comcast has a rewards program called Xfinity Rewards, which includes discounts on services, gift cards, and sweepstakes entries.
Comcast social media channels
Comcast executive customer service contacts
Primary Contact
Cory Harriger
Vice President, Customer Experience Strategy and Operations
One Comcast Center
Philadelphia, PA 19103
cory_harriger@comcast.com
Secondary Contact
Thomas Karinshak
Chief Customer Experience Officer
One Comcast Center
Philadelphia, PA 19103
thomas_karinshak@comcast.com
Chief Executive
Brian L. Roberts
One Comcast Center
Philadelphia, PA 19103
brian_roberts@comcast.com
Comcast customer service policies
What is Comcast's privacy policy?
Comcast’s privacy policy outlines how the company collects, uses, and protects personal information from its customers. It details the types of data collected, including account information, usage data, and communication preferences, and explains how these data may be used for services such as billing, and customer support.
What are Comcast's terms of service?
Comcast’s terms of service outline the rules for using its services, including internet, cable, and phone. Customers agree to provide accurate information, maintain account confidentiality, and follow legal and service guidelines.
What is Comcast's refund policy?
Comcast’s refund policy outlines the conditions under which customers may receive a refund for overcharges, service outages, or billing errors.
Comcast self-service links
How can I manage my account online?
Manage your Comcast account through the Xfinity My Account app or website to pay bills, view usage, and update personal details.
How do I check for service outages?
Use the “Service Status” section on Comcast’s website or in the Xfinity app to check for ongoing service outages in your area.
Where can I manage my subscriptions?
Update your TV, internet, and other service subscriptions through the Xfinity My Account section on the website.
How can I contact Comcast customer service?
Call (800) 934-6489.
Are Comcast and Xfinity the same company?
Yes, Xfinity is the brand name for the cable TV, internet, and phone services provided by Comcast Corporation.
What is Comcast’s customer service email address?
Comcast does not provide a direct customer service email address. Instead, it offers support through its website, customer service phone lines, and social media channels.
What are Comcast’s customer service hours?
Comcast customer service is available 24/7 for technical support. General inquiries and account management support are typically available from 7 a.m. to 9 p.m. local time.
How do I get a refund from Comcast?
To request a refund, contact customer service at (800) 934-6489 or via online chat at xfinity.com/support/contact-us. Refund eligibility depends on the specific circumstances of your case. One critical deadline to know: Xfinity has a 120-day policy on billing disputes — if you don’t identify and contest an incorrect charge within four months, the company’s policy is to keep any overpayment beyond that window. Check your bill carefully every month, even if you’re on autopay. If a refund is denied at the front-line level, use the executive contacts on this page or file a complaint with the FCC Consumer Complaint Center (consumercomplaints.fcc.gov) to escalate.
Does Comcast have customer service chat support?
Yes, Comcast offers customer service chat support. You can access it through the Xfinity website by logging into your account and navigating to the support section.
How do I change or modify a Comcast service?
Log into your Xfinity account online and make changes through the account settings or call customer service at 1-800-XFINITY (800) 934-6489 to speak with a representative.
What is Comcast’s customer service phone number for international customers?
For international customers, Comcast can be reached at +1-215-286-1700. However, this is a corporate number, so it’s best to use the main customer service line for specific service inquiries.
How do I file a complaint with Comcast customer service?
Start by calling (800) 934-6489 or using the online chat at xfinity.com/support/contact-us. If that doesn’t resolve the issue, send a written complaint to the executive contacts listed on this page. If you’re still not getting results, file a free informal complaint at the FCC Consumer Complaint Center (consumercomplaints.fcc.gov) — Comcast is legally required to respond in writing within 30 days. You can also file with your state Public Utility Commission or state Attorney General; these complaints are routed to Comcast’s legal and compliance team and tend to produce faster, more authoritative responses than retail support channels. You may also send a letter to Comcast’s corporate headquarters at One Comcast Center, Philadelphia, PA 19103.
Why did my Xfinity bill suddenly go up — I didn't change anything?
Several things can push your bill higher without you requesting a change: promotional rates expire (typically after 12–24 months), reverting to standard pricing; Broadcast TV Fees and Regional Sports Network Fees are excluded from promotional pricing and can increase independently; and Xfinity raised TV prices in December 2025 and StreamSaver went from $15/mo to $18/mo the same month. Log in to My Account, go to the “Additional Information” section of your bill, and look for any notes about ending discounts. If you believe the increase is wrong, call (800) 934-6489 and ask to speak with retention — they have access to win-back pricing not available to standard support reps. You have 120 days from any charge to formally dispute it.
Xfinity is charging me for equipment I already returned — what do I do?
This is one of the most-reported Xfinity billing problems. First, locate your return receipt (UPS drop-off, Xfinity store, or shipping confirmation) — that receipt is your proof. Contact Xfinity at (800) 934-6489 or via online chat and reference the receipt to have the charge removed. Be aware that Xfinity has a 120-day policy on billing disputes: if you don’t catch and contest an erroneous equipment charge within four months, the company’s policy is to keep any overpayment beyond that window. If the charge persists after one contact, file an FCC complaint (see FAQ below) — the written response requirement tends to get the charge reviewed by someone with authority to fix it.
How do I escalate a Xfinity billing problem that customer service won't fix?
Front-line phone and chat agents have limited authority. If repeated calls haven’t worked, try these in order:
- Use the executive contacts listed on this page to send a concise, documented complaint by email.
- File a free informal complaint at the FCC Consumer Complaint Center (consumercomplaints.fcc.gov) — Comcast is legally required to respond in writing within 30 days, and those responses typically come from an executive-level team.
- File with your state Public Utility Commission (for cable and phone) or state Attorney General — these are forwarded to Comcast’s legal and compliance team, which is more responsive than retail support.
Keep screenshots, bill PDFs, and any chat transcripts before you start: documentation is what moves these complaints.
I was on the federal Affordable Connectivity Program (ACP) and my Xfinity bill jumped. Are there still low-income options?
The federal ACP ended June 1, 2024, when Congress did not renew its $14.2 billion in funding. There is no federal replacement program as of May 2026. Xfinity’s own low-income option is Internet Essentials ($9.95/mo for 50 Mbps) and Internet Essentials Plus ($14.95–$29.95/mo for 100 Mbps); to qualify you generally need to participate in a government assistance program such as SNAP, Medicaid, or SSI and have no outstanding Comcast debt from the last 12 months. The FCC’s Lifeline program still provides a $9.25/month discount on top of qualifying plans — combined with Internet Essentials, eligible households may pay under $1/mo. Apply at xfinity.com/internetessentials or call (800) 934-6489.
I received a Comcast/Xfinity data breach notification. What was exposed, and what should I do?
Comcast has had two major breaches. The 2023 CitrixBleed breach (disclosed December 2023) exposed usernames, hashed passwords, names, contact information, partial Social Security numbers, and dates of birth for approximately 35.8 million Xfinity customers. A separate 2024 FBCS vendor breach (from a ransomware attack in February 2024) affected roughly 237,000 broadband customers and exposed names, addresses, full Social Security numbers, and account numbers; the FCC fined Comcast $1.5 million over this incident in November 2025. If you received a breach notification, enroll in the complimentary credit monitoring Comcast offered and place a free credit freeze at all three bureaus (Equifax, Experian, TransUnion) at annualcreditreport.com — a freeze is the strongest protection against new-account fraud. Check xfinity.com/dataincident for official information.
Comcast is spinning off its cable TV networks — will I lose channels?
Comcast completed the Versant Media Group spinoff on January 2, 2026. Versant is now a separate public company (Nasdaq: VSNT) housing CNBC, MS NOW (formerly MSNBC), USA Network, E!, Syfy, Oxygen, and Golf Channel, along with digital properties like Fandango and Rotten Tomatoes. Xfinity TV subscribers do not automatically lose these channels — NBCUniversal continues to provide advertising sales for Versant channels for two years post-spinoff, and carriage agreements remain in effect. Bravo, NBC broadcast, NBC News, NBC Sports, Telemundo, and Peacock all remain with Comcast/NBCUniversal. If a specific channel disappears from your lineup in the future, check xfinity.com for carriage updates and contact (800) 934-6489 to ask about credit for lost programming.
How to get professional help with your Comcast problem
If you need help with Comcast, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of Comcast?
Submit your review | |
BEWARE! WOULD RATE NEGATIVE STARS IF I COULD.
I was offered gigabit internet at $50/month on February 10th as part of a service transfer to a new apartment. The only reason I chose Xfinity was because they have a corporate contract with my apartment complex and pre-installed equipment in the unit. On the day of the transfer, nothing activated. I spent 7.5 hours across 3-4 tech support reps and 4-5 sales reps with zero resolution. The next day I tried again on phone and live chat simultaneously, juggling up to three agents at once. Another hour-plus, still nothing. All of this while coordinating an apartment move, losing productive work time, and dealing with the stress of having no internet during a transition.
After 8.5+ hours, over a dozen representatives, and multiple escalation paths, I still have no working internet and the quoted price was never honored. Their own equipment was already in the apartment. This should not have required a single phone call. I've requested full cancellation and am moving to a competitor. The 1/5 responsiveness rating here is earned.
Comcast/Xfinity or whatever they are calling themselves is the WORST! You can never get an honest answer from their "customer service" call center, they lie about the monthly bill will be and their website is the absolute WORST ever...it doesn't work 90% of the time. I've been a customer for over 20 years and I am DONE!!!
Called to see if I could get a better deal , instead was switched to another plan which lost Netflix and would have cost more than before to add it back. Offered another plan and lost more discounts. Everytime they switch you to a "better" plan you lose something. Ihave spent over 20 hours on calls with them. Unfortunately, they are the only internet carrier in my town (other than dish)
To: Xfinity Corporate Office
Date: February 19, 2026
Account Number: [information hidden]
---
I am writing to formally recognize and commend one of your customer service agents, Shafin, for the outstanding assistance he provided to me.
Shafin was very professional and gave me top-notch customer service from start to finish. He was patient, polite, knowledgeable, and went above and beyond to make sure my concerns were handled. Because of his help, my payment arrangement was set up smoothly, and he even took the time to extend my payment date, which relieved a great deal of stress for me.
I will definitely be leaving a 10-star review for his service. Thank you so much for everything he did for me today. Experiences like this truly matter.
I also want corporate to know that Xfinity customer service agents are the main reason I continue to stay with Xfinity. While I could switch to other mobile providers offering unlimited plans for as low as $15 a month — or sometimes even free — I remain with Xfinity because of the consistent politeness, professionalism, and care shown by agents like Shafin.
Please make sure this recognition is shared with his supervisors and placed in his employee record. Excellent service deserves to be acknowledged.
Thank you again for employing representatives who truly value their customers.
Sincerely,
Sabrina
1/17/2026 my husband called Comcast/Xfinity about our bill and internet speeds and lack thereof. It was a 2-hour phone call and not a good one. Finally, things were taken care of, and we were told we could go to the Xfinity store at 4093 Riverdale Rd, Ogden UT 84405 to pick up a free modem. We had a 15min wait, not bad. The sales rep/ customer rep Ashley we sat down with was nice at first, but when we would not let her give us the sale rep pitch, she started to become agitated. She kept saying let me finish or you can leave, we did not want to hear it all again sorry 2-hours on the phone with a rep already was enough. We did not let her do the sale pitch again. We said we were there just to pick up a modem; she finally accused us of disrespecting her and became rude and told us to just leave, and we were not getting our modem. Sorry, we did not want a speech again. As we got up to talk to someone else my husband said we were not here for a sale pitch and another rep walked up to him said leave for calling her a bitch and we said he did not he said sales pitch the guy goes Oh ok. Jackson, the assistant manager, helped us, and he was the best he pulled our account up verified things no sale pitch he got us our modem, and we were on our way. This is so unacceptable if someone is just there to pick up equipment they should not be treated this way, I really hope something is done about this. Not a good look for your company at all.
