{"id":"comcast-xfinity","page":"https://escalate.alexgaoth.com/#/c/comcast-xfinity","html":"https://escalate.alexgaoth.com/c/comcast-xfinity/","generated":"2026-10-15","company":{"id":"comcast-xfinity","name":"Xfinity","aliases":["xfinity","comcast","comcast cable","xfinity internet","xfinity mobile","now internet"],"sector":"internet_tv","also_sectors":["wireless"],"parent":"Comcast Corporation","website":"https://www.xfinity.com","account_url":"https://customer.xfinity.com","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-mobile-phone","type":"phone","label":"Xfinity Mobile customer support","value":"+1-888-936-4968","purposes":["billing_error","cancel_service"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"xfinity-assistant-sms","type":"sms","label":"Xfinity Assistant by text message","value":"266278","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"cancel-page","type":"portal","label":"How to cancel, pause or move Xfinity services","value":"https://www.xfinity.com/cancel","purposes":["cancel_service"],"access":"open","notes":"The page lists three ways to cancel - call 1-800-934-6489, schedule a call, or visit an Xfinity Store. It does not offer online self-service cancellation.","source":"https://www.xfinity.com/cancel","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Digital Return Center (print a prepaid UPS label)","value":"https://www.xfinity.com/returns","purposes":["equipment_return","cancel_service"],"access":"login","notes":"Works after disconnection. Alternatives are drop-off at an Xfinity Retail Store (get a receipt) or any UPS location with the prepaid label; schedule a free UPS pickup at 1-800-PICK-UPS.","source":"https://www.xfinity.com/support/articles/returning-your-equipment","last_verified":"2026-10-12"},{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"},{"id":"outage-credit-check","type":"portal","label":"Outage map and credit - Check credit eligibility","value":"https://www.xfinity.com/support/articles/check-service-outage","purposes":["service_outage"],"access":"login","notes":"On the Support page, go to \"Outage map and credit\" and click \"Check credit eligibility\". If eligible, a credit is added automatically.","source":"https://www.xfinity.com/support/articles/check-service-outage","last_verified":"2026-10-12"},{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Comcast Cable residential customer mailing address","value":"Comcast Cable, One Comcast Center, 1701 John F. Kennedy Blvd, Philadelphia, PA 19103","purposes":["billing_error","poor_service"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-notice-online","type":"web_form","label":"Notice of Dispute (arbitration) - online","value":"https://www.xfinity.com/nod","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first service activation)","value":"https://www.xfinity.com/arbitrationoptout","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Xfinity Residential Services Agreement","value":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","access":"open","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Xfinity Broadband Facts label lookup","value":"https://www.xfinity.com/label","access":"open","notes":"Current customers can also see their most recent label in their account or the Xfinity app.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"Comcast publishes no separate retention number. Cancellation goes through 1-800-934-6489, a scheduled call or a store (see cancel-page)."},{"rung":"written_complaint","channel":"payment-refund-issue-form","note":"For payment and refund problems. For other problems, use the forum direct message or the corporate mailing address."},{"rung":"executive","channel":"forum-direct-message","note":"Comcast publishes no executive office contact. Forum staff route escalations through a direct message to Xfinity Support."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Send a complete Notice of Dispute first. Arbitration can start only if the dispute is not resolved within 60 days after receipt."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the charge within 120 days of the bill date, in writing if possible.","evidence":["the bill with the charge","account number","order confirmation or chat transcript with the expected price","payment confirmation"],"steps":[{"do":"Find the bill date. Contact Xfinity within 120 days of that date, or the agreement says you waive the dispute."},{"do":"Ask Xfinity Assistant to connect you to an agent, or call. Ask for a correction and a reference number.","channel":"xfinity-assistant-chat"},{"do":"For a missing, duplicate or misapplied payment, overpayment or refund, file the online report. Save the confirmation email.","channel":"payment-refund-issue-form"},{"do":"If not fixed, send a direct message to Xfinity Support on the community forum with your full name, service address and the timeline.","channel":"forum-direct-message"},{"do":"File an FCC complaint with the timeline and bill copies.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"The customer must contact Comcast within 120 days of the date on the bill, or waives any disputes or credits.","issues":["billing_error"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"process","claim":"Payment and refund issue reports need sign-in with the Xfinity ID. Xfinity sends a confirmation page and email and works requests in the order received.","issues":["billing_error","refund_request"],"source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Check whether a promotion ended or a price guarantee applies, then dispute or negotiate.","evidence":["last bill before the increase","first bill after","order confirmation with promotion or 5-year guarantee terms","autopay and paperless status"],"steps":[{"do":"Compare the two bills. Check whether a promotion ended; the agreement says standard pricing applies at the end of a promotional period."},{"do":"If you signed up for the 5-Year Price Guarantee and the internet rate went up, dispute it as a billing error and cite the order confirmation.","channel":"xfinity-assistant-chat"},{"do":"If the increase is allowed, ask for current offers and whether the 5-Year Price Guarantee or another plan gives the same service for less.","channel":"customer-service-phone"},{"do":"If a material change hurts you, you can cancel. Act within 30 days, because continued use for more than 30 days after a change counts as acceptance.","channel":"cancel-page"}],"facts":[{"kind":"policy","claim":"At the end of a promotional period, Comcast's then-current standard pricing applies.","issues":["bill_increase"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast can change rates and charges with or without notice where the law permits. If a material change negatively affects the services, the customer may cancel; continued use for more than 30 days after the change is acceptance.","issues":["bill_increase"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast launched a five-year price guarantee on April 15, 2025 for new Xfinity Internet customers who choose it at sign-up, with no annual contract required.","issues":["bill_increase","price_negotiation"],"source":"https://corporate.comcast.com/press/releases/comcast-launches-five-year-guarantee-for-xfinity-internet-customers","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel by phone, scheduled call or at a store, then return all equipment and keep receipts.","evidence":["account number","cancellation confirmation","equipment return receipts with serial numbers"],"steps":[{"do":"Call 1-800-934-6489, schedule a call, or visit an Xfinity Store. The cancel page lists no online self-service option.","channel":"cancel-page"},{"do":"Return all equipment. Charges continue until service is disconnected and equipment is returned.","channel":"equipment-return"},{"do":"Watch for the final bill. Xfinity reviews refunds after equipment is returned or 30 days after disconnection, and refunds usually arrive in 4 to 6 weeks."}],"facts":[{"kind":"process","claim":"The cancel page tells customers to call 1-800-934-6489, schedule a call or visit an Xfinity Store to cancel.","issues":["cancel_service"],"source":"https://www.xfinity.com/cancel","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast may refund prepaid monthly service fees charged after the effective termination date, less any amounts owed. Certain fees are non-refundable. Charges continue until services are disconnected and equipment is returned.","issues":["cancel_service","refund_request"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"process","claim":"Xfinity reviews the account for a refund once rented equipment is returned or 30 days after disconnection. Refunds go to the last payment method on file and typically arrive within 4 to 6 weeks; unreturned equipment charges may reduce or eliminate the refund.","issues":["cancel_service","refund_request"],"source":"https://www.xfinity.com/support/articles/refunds-from-xfinity","last_verified":"2026-10-12"},{"kind":"fee","claim":"Ending services under a minimum term agreement before the term ends may incur an early termination fee; the amount is in the minimum term agreement, not the residential agreement.","issues":["cancel_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return by store or prepaid UPS label, keep the receipt, and ask for removal of any unreturned equipment fee.","evidence":["store receipt or the top portion of the UPS label with tracking number","equipment serial numbers"],"steps":[{"do":"Print a prepaid UPS label from the Digital Return Center, or drop the equipment at an Xfinity Retail Store and get a receipt.","channel":"equipment-return"},{"do":"Return only the device, remote and power cord. Keep the top portion of the UPS label with the tracking number as your receipt."},{"do":"Allow up to two weeks for the return to show on the account. If an unreturned equipment fee appears, send the receipt and ask for a refund of the fee.","channel":"xfinity-assistant-chat"}],"facts":[{"kind":"deadline","claim":"The residential agreement requires return of all Xfinity equipment to a local service center or designated agent within ten (10) days after termination.","issues":["equipment_return","cancel_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"When equipment is replaced, Xfinity asks customers to return the old equipment within 30 days to avoid unreturned equipment charges.","issues":["equipment_return"],"source":"https://www.xfinity.com/support/articles/replace-your-xfinity-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"Unreturned equipment incurs an Unreturned Equipment Fee. If the customer pays it and later returns the equipment undamaged (normal wear excepted), the fee is refunded in full.","issues":["equipment_return"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Use the outage credit checker for a quick credit; request a pro rata credit within 120 days for outages over 24 hours.","evidence":["outage start and end dates and times","ticket or outage notice","the bill"],"steps":[{"do":"Check the outage map and use \"Check credit eligibility\". If eligible, the credit is applied automatically.","channel":"outage-credit-check"},{"do":"For an interruption of more than 24 consecutive hours, request a pro rata credit within 120 days.","channel":"xfinity-assistant-chat"},{"do":"Check the next bill to confirm the credit."}],"facts":[{"kind":"compensation","claim":"Customers may request a pro rata credit for any service interruption exceeding twenty-four (24) consecutive hours. The request must be made within 120 days of the interruption, and the credit will not exceed the fixed monthly charges for that month unless the law requires more.","issues":["service_outage"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"limit","claim":"The agreement makes a credit the sole and exclusive remedy for a service interruption. Maine, New Jersey, New York and Ohio have their own outage-credit rules listed in the same section.","issues":["service_outage"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity applies outage credit automatically to eligible accounts that have not reached the maximum credit limit.","issues":["service_outage"],"source":"https://www.xfinity.com/support/articles/check-service-outage","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"To start arbitration, either side must first send a complete Notice of Dispute. Arbitration may start only if the dispute is not resolved within 60 days of receipt. Either side may instead use small claims court.","issues":["billing_error","poor_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers can opt out of arbitration within 30 days of first service activation at xfinity.com/arbitrationoptout or by mail; written notice must include name, service address and Comcast account number.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The agreement requires any proceeding or action to start within one (1) year of the event.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"contact","claim":"Broadband Facts labels are at xfinity.com/label. If a label cannot be found, Xfinity responds to a request made by chat or 1-800-XFINITY within 30 days.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"tips":[{"kind":"community","text":"Xfinity staff on the Xfinity Community Forum say there is no direct phone number for the retention department; follow the prompts on 1-800-COMCAST, or send a direct message to \"Xfinity Support\", whose staff have found customers a new promotion to lower the bill.","issues":["price_negotiation","bill_increase","cancel_service"],"source":"https://forums.xfinity.com/conversations/billing/retention-department-contact-information-needed/681a62e8ce99874d94d53b2b","last_verified":"2026-10-12"}],"known_blockers":["The cancel page lists no online cancellation; the account holder must call, schedule a call or visit a store.","The Digital Return Center, payment/refund issue form and outage credit checker need an Xfinity ID sign-in.","The contact-us page and Digital Return Center are JavaScript apps that do not render for automated fetches."],"notes":"Comcast's residential brand is Xfinity; Xfinity Mobile (wireless) and NOW Internet/NOW Mobile (prepaid) share the same support site. The residential agreement is the \"Xfinity Residential Services Agreement\".","official_domains":["xfinity.com","comcast.net","comcast.com"],"security":{"never_asks":[{"kind":"policy","claim":"Xfinity representatives will never ask for your username and password over the phone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo or Zelle, and does not accept payment with gift cards from other companies.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity tells customers to check that an email sender's address ends in @comcast.net or @xfinity.com, and never to share a verification code with anyone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Bad actors use phone numbers that look like Xfinity's, or rely on you calling a wrong number, to get account or payment information, place orders on your account, or have you ship a device or package.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites with small spelling mistakes or extra characters imitate xfinity.com or an Xfinity partner's site.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media messages from people who claim to be Xfinity employees, and emails or texts with links or QR codes that claim to be account updates.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-network-abuse","type":"web_form","label":"Xfinity Service Policy Assurance - report phishing, spam, online fraud or phone scams","value":"https://spa.xfinity.com/help/network-abuse?faq=report-online-harassment","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"comcast-xfinity","name":"Xfinity","sector":"internet_tv","website":"https://www.xfinity.com","account_url":"https://customer.xfinity.com"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the charge within 120 days of the bill date, in writing if possible.","evidence":["the bill with the charge","account number","order confirmation or chat transcript with the expected price","payment confirmation"],"steps":[{"do":"Find the bill date. Contact Xfinity within 120 days of that date, or the agreement says you waive the dispute."},{"do":"Ask Xfinity Assistant to connect you to an agent, or call. Ask for a correction and a reference number.","channel":{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"}},{"do":"For a missing, duplicate or misapplied payment, overpayment or refund, file the online report. Save the confirmation email.","channel":{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}},{"do":"If not fixed, send a direct message to Xfinity Support on the community forum with your full name, service address and the timeline.","channel":{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"}},{"do":"File an FCC complaint with the timeline and bill copies.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-mobile-phone","type":"phone","label":"Xfinity Mobile customer support","value":"+1-888-936-4968","purposes":["billing_error","cancel_service"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"xfinity-assistant-sms","type":"sms","label":"Xfinity Assistant by text message","value":"266278","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"},{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Comcast Cable residential customer mailing address","value":"Comcast Cable, One Comcast Center, 1701 John F. Kennedy Blvd, Philadelphia, PA 19103","purposes":["billing_error","poor_service"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-notice-online","type":"web_form","label":"Notice of Dispute (arbitration) - online","value":"https://www.xfinity.com/nod","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first service activation)","value":"https://www.xfinity.com/arbitrationoptout","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Xfinity Residential Services Agreement","value":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","access":"open","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Xfinity Broadband Facts label lookup","value":"https://www.xfinity.com/label","access":"open","notes":"Current customers can also see their most recent label in their account or the Xfinity app.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The customer must contact Comcast within 120 days of the date on the bill, or waives any disputes or credits.","issues":["billing_error"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"process","claim":"Payment and refund issue reports need sign-in with the Xfinity ID. Xfinity sends a confirmation page and email and works requests in the order received.","issues":["billing_error","refund_request"],"source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"},{"kind":"process","claim":"To start arbitration, either side must first send a complete Notice of Dispute. Arbitration may start only if the dispute is not resolved within 60 days of receipt. Either side may instead use small claims court.","issues":["billing_error","poor_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers can opt out of arbitration within 30 days of first service activation at xfinity.com/arbitrationoptout or by mail; written notice must include name, service address and Comcast account number.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The agreement requires any proceeding or action to start within one (1) year of the event.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"contact","claim":"Broadband Facts labels are at xfinity.com/label. If a label cannot be found, Xfinity responds to a request made by chat or 1-800-XFINITY within 30 days.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"policy","claim":"A provider that states a video programming price in promotional materials (advertising and marketing) must state the aggregate price clearly and accurately. If part of the price varies by location, it must say where and how the consumer can get the subscriber-specific all-in price. If the price is time-limited, it must state the post-promotion rate and how long each rate applies. This does not apply to marketing of legacy plans no longer generally available to new customers.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Compliance was required by December 19, 2024, except that cable operators with annual receipts of $47 million or less had until March 19, 2025.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Comcast publishes no separate retention number. Cancellation goes through 1-800-934-6489, a scheduled call or a store (see cancel-page).","candidate_channels":["cancel-page"]},{"index":2,"rung":"written_complaint","note":"For payment and refund problems. For other problems, use the forum direct message or the corporate mailing address.","channel":{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Comcast publishes no executive office contact. Forum staff route escalations through a direct message to Xfinity Support.","channel":{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Send a complete Notice of Dispute first. Arbitration can start only if the dispute is not resolved within 60 days after receipt.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}}],"known_blockers":["The cancel page lists no online cancellation; the account holder must call, schedule a call or visit a store.","The Digital Return Center, payment/refund issue form and outage credit checker need an Xfinity ID sign-in.","The contact-us page and Digital Return Center are JavaScript apps that do not render for automated fetches."],"security":{"official_domains":["xfinity.com","comcast.net","comcast.com"],"never_asks":[{"kind":"policy","claim":"Xfinity representatives will never ask for your username and password over the phone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo or Zelle, and does not accept payment with gift cards from other companies.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity tells customers to check that an email sender's address ends in @comcast.net or @xfinity.com, and never to share a verification code with anyone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Bad actors use phone numbers that look like Xfinity's, or rely on you calling a wrong number, to get account or payment information, place orders on your account, or have you ship a device or package.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites with small spelling mistakes or extra characters imitate xfinity.com or an Xfinity partner's site.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media messages from people who claim to be Xfinity employees, and emails or texts with links or QR codes that claim to be account updates.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-network-abuse","type":"web_form","label":"Xfinity Service Policy Assurance - report phishing, spam, online fraud or phone scams","value":"https://spa.xfinity.com/help/network-abuse?faq=report-online-harassment","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":68,"other":2},"verified_from":{"page":43},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 70 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Comcast's residential brand is Xfinity; Xfinity Mobile (wireless) and NOW Internet/NOW Mobile (prepaid) share the same support site. The residential agreement is the \"Xfinity Residential Services Agreement\".","warnings":[]},"bill_increase":{"company":{"id":"comcast-xfinity","name":"Xfinity","sector":"internet_tv","website":"https://www.xfinity.com","account_url":"https://customer.xfinity.com"},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"Check whether a promotion ended or a price guarantee applies, then dispute or negotiate.","evidence":["last bill before the increase","first bill after","order confirmation with promotion or 5-year guarantee terms","autopay and paperless status"],"steps":[{"do":"Compare the two bills. Check whether a promotion ended; the agreement says standard pricing applies at the end of a promotional period."},{"do":"If you signed up for the 5-Year Price Guarantee and the internet rate went up, dispute it as a billing error and cite the order confirmation.","channel":{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"}},{"do":"If the increase is allowed, ask for current offers and whether the 5-Year Price Guarantee or another plan gives the same service for less.","channel":{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"}},{"do":"If a material change hurts you, you can cancel. Act within 30 days, because continued use for more than 30 days after a change counts as acceptance.","channel":{"id":"cancel-page","type":"portal","label":"How to cancel, pause or move Xfinity services","value":"https://www.xfinity.com/cancel","purposes":["cancel_service"],"access":"open","notes":"The page lists three ways to cancel - call 1-800-934-6489, schedule a call, or visit an Xfinity Store. It does not offer online self-service cancellation.","source":"https://www.xfinity.com/cancel","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"xfinity-assistant-sms","type":"sms","label":"Xfinity Assistant by text message","value":"266278","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-notice-online","type":"web_form","label":"Notice of Dispute (arbitration) - online","value":"https://www.xfinity.com/nod","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first service activation)","value":"https://www.xfinity.com/arbitrationoptout","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Xfinity Residential Services Agreement","value":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","access":"open","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Xfinity Broadband Facts label lookup","value":"https://www.xfinity.com/label","access":"open","notes":"Current customers can also see their most recent label in their account or the Xfinity app.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"At the end of a promotional period, Comcast's then-current standard pricing applies.","issues":["bill_increase"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast can change rates and charges with or without notice where the law permits. If a material change negatively affects the services, the customer may cancel; continued use for more than 30 days after the change is acceptance.","issues":["bill_increase"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast launched a five-year price guarantee on April 15, 2025 for new Xfinity Internet customers who choose it at sign-up, with no annual contract required.","issues":["bill_increase","price_negotiation"],"source":"https://corporate.comcast.com/press/releases/comcast-launches-five-year-guarantee-for-xfinity-internet-customers","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers can opt out of arbitration within 30 days of first service activation at xfinity.com/arbitrationoptout or by mail; written notice must include name, service address and Comcast account number.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The agreement requires any proceeding or action to start within one (1) year of the event.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"contact","claim":"Broadband Facts labels are at xfinity.com/label. If a label cannot be found, Xfinity responds to a request made by chat or 1-800-XFINITY within 30 days.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a price is introductory or limited in time, the bill must state when it ends (the length of the discount or the date the price changes), and must show the post-promotion rate 60 and 30 days before the end of the introductory period.","issues":["bill_increase","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"community","text":"Xfinity staff on the Xfinity Community Forum say there is no direct phone number for the retention department; follow the prompts on 1-800-COMCAST, or send a direct message to \"Xfinity Support\", whose staff have found customers a new promotion to lower the bill.","issues":["price_negotiation","bill_increase","cancel_service"],"source":"https://forums.xfinity.com/conversations/billing/retention-department-contact-information-needed/681a62e8ce99874d94d53b2b","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Comcast publishes no separate retention number. Cancellation goes through 1-800-934-6489, a scheduled call or a store (see cancel-page).","candidate_channels":["cancel-page"]},{"index":2,"rung":"written_complaint","note":"For payment and refund problems. For other problems, use the forum direct message or the corporate mailing address.","channel":{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Comcast publishes no executive office contact. Forum staff route escalations through a direct message to Xfinity Support.","channel":{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Send a complete Notice of Dispute first. Arbitration can start only if the dispute is not resolved within 60 days after receipt.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}}],"known_blockers":["The cancel page lists no online cancellation; the account holder must call, schedule a call or visit a store.","The Digital Return Center, payment/refund issue form and outage credit checker need an Xfinity ID sign-in.","The contact-us page and Digital Return Center are JavaScript apps that do not render for automated fetches."],"security":{"official_domains":["xfinity.com","comcast.net","comcast.com"],"never_asks":[{"kind":"policy","claim":"Xfinity representatives will never ask for your username and password over the phone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo or Zelle, and does not accept payment with gift cards from other companies.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity tells customers to check that an email sender's address ends in @comcast.net or @xfinity.com, and never to share a verification code with anyone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Bad actors use phone numbers that look like Xfinity's, or rely on you calling a wrong number, to get account or payment information, place orders on your account, or have you ship a device or package.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites with small spelling mistakes or extra characters imitate xfinity.com or an Xfinity partner's site.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media messages from people who claim to be Xfinity employees, and emails or texts with links or QR codes that claim to be account updates.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-network-abuse","type":"web_form","label":"Xfinity Service Policy Assurance - report phishing, spam, online fraud or phone scams","value":"https://spa.xfinity.com/help/network-abuse?faq=report-online-harassment","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":68,"other":2},"verified_from":{"page":43},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 70 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Comcast's residential brand is Xfinity; Xfinity Mobile (wireless) and NOW Internet/NOW Mobile (prepaid) share the same support site. The residential agreement is the \"Xfinity Residential Services Agreement\".","warnings":[]},"cancel_service":{"company":{"id":"comcast-xfinity","name":"Xfinity","sector":"internet_tv","website":"https://www.xfinity.com","account_url":"https://customer.xfinity.com"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel by phone, scheduled call or at a store, then return all equipment and keep receipts.","evidence":["account number","cancellation confirmation","equipment return receipts with serial numbers"],"steps":[{"do":"Call 1-800-934-6489, schedule a call, or visit an Xfinity Store. The cancel page lists no online self-service option.","channel":{"id":"cancel-page","type":"portal","label":"How to cancel, pause or move Xfinity services","value":"https://www.xfinity.com/cancel","purposes":["cancel_service"],"access":"open","notes":"The page lists three ways to cancel - call 1-800-934-6489, schedule a call, or visit an Xfinity Store. It does not offer online self-service cancellation.","source":"https://www.xfinity.com/cancel","last_verified":"2026-10-12"}},{"do":"Return all equipment. Charges continue until service is disconnected and equipment is returned.","channel":{"id":"equipment-return","type":"portal","label":"Digital Return Center (print a prepaid UPS label)","value":"https://www.xfinity.com/returns","purposes":["equipment_return","cancel_service"],"access":"login","notes":"Works after disconnection. Alternatives are drop-off at an Xfinity Retail Store (get a receipt) or any UPS location with the prepaid label; schedule a free UPS pickup at 1-800-PICK-UPS.","source":"https://www.xfinity.com/support/articles/returning-your-equipment","last_verified":"2026-10-12"}},{"do":"Watch for the final bill. Xfinity reviews refunds after equipment is returned or 30 days after disconnection, and refunds usually arrive in 4 to 6 weeks."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-mobile-phone","type":"phone","label":"Xfinity Mobile customer support","value":"+1-888-936-4968","purposes":["billing_error","cancel_service"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-assistant-sms","type":"sms","label":"Xfinity Assistant by text message","value":"266278","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"cancel-page","type":"portal","label":"How to cancel, pause or move Xfinity services","value":"https://www.xfinity.com/cancel","purposes":["cancel_service"],"access":"open","notes":"The page lists three ways to cancel - call 1-800-934-6489, schedule a call, or visit an Xfinity Store. It does not offer online self-service cancellation.","source":"https://www.xfinity.com/cancel","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Digital Return Center (print a prepaid UPS label)","value":"https://www.xfinity.com/returns","purposes":["equipment_return","cancel_service"],"access":"login","notes":"Works after disconnection. Alternatives are drop-off at an Xfinity Retail Store (get a receipt) or any UPS location with the prepaid label; schedule a free UPS pickup at 1-800-PICK-UPS.","source":"https://www.xfinity.com/support/articles/returning-your-equipment","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-notice-online","type":"web_form","label":"Notice of Dispute (arbitration) - online","value":"https://www.xfinity.com/nod","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first service activation)","value":"https://www.xfinity.com/arbitrationoptout","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Xfinity Residential Services Agreement","value":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","access":"open","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Xfinity Broadband Facts label lookup","value":"https://www.xfinity.com/label","access":"open","notes":"Current customers can also see their most recent label in their account or the Xfinity app.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The cancel page tells customers to call 1-800-934-6489, schedule a call or visit an Xfinity Store to cancel.","issues":["cancel_service"],"source":"https://www.xfinity.com/cancel","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast may refund prepaid monthly service fees charged after the effective termination date, less any amounts owed. Certain fees are non-refundable. Charges continue until services are disconnected and equipment is returned.","issues":["cancel_service","refund_request"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"process","claim":"Xfinity reviews the account for a refund once rented equipment is returned or 30 days after disconnection. Refunds go to the last payment method on file and typically arrive within 4 to 6 weeks; unreturned equipment charges may reduce or eliminate the refund.","issues":["cancel_service","refund_request"],"source":"https://www.xfinity.com/support/articles/refunds-from-xfinity","last_verified":"2026-10-12"},{"kind":"fee","claim":"Ending services under a minimum term agreement before the term ends may incur an early termination fee; the amount is in the minimum term agreement, not the residential agreement.","issues":["cancel_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers can opt out of arbitration within 30 days of first service activation at xfinity.com/arbitrationoptout or by mail; written notice must include name, service address and Comcast account number.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The agreement requires any proceeding or action to start within one (1) year of the event.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"contact","claim":"Broadband Facts labels are at xfinity.com/label. If a label cannot be found, Xfinity responds to a request made by chat or 1-800-XFINITY within 30 days.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[{"kind":"community","text":"Xfinity staff on the Xfinity Community Forum say there is no direct phone number for the retention department; follow the prompts on 1-800-COMCAST, or send a direct message to \"Xfinity Support\", whose staff have found customers a new promotion to lower the bill.","issues":["price_negotiation","bill_increase","cancel_service"],"source":"https://forums.xfinity.com/conversations/billing/retention-department-contact-information-needed/681a62e8ce99874d94d53b2b","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Comcast publishes no separate retention number. Cancellation goes through 1-800-934-6489, a scheduled call or a store (see cancel-page).","candidate_channels":["cancel-page"]},{"index":2,"rung":"written_complaint","note":"For payment and refund problems. For other problems, use the forum direct message or the corporate mailing address.","channel":{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Comcast publishes no executive office contact. Forum staff route escalations through a direct message to Xfinity Support.","channel":{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Send a complete Notice of Dispute first. Arbitration can start only if the dispute is not resolved within 60 days after receipt.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}}],"known_blockers":["The cancel page lists no online cancellation; the account holder must call, schedule a call or visit a store.","The Digital Return Center, payment/refund issue form and outage credit checker need an Xfinity ID sign-in.","The contact-us page and Digital Return Center are JavaScript apps that do not render for automated fetches."],"security":{"official_domains":["xfinity.com","comcast.net","comcast.com"],"never_asks":[{"kind":"policy","claim":"Xfinity representatives will never ask for your username and password over the phone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo or Zelle, and does not accept payment with gift cards from other companies.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity tells customers to check that an email sender's address ends in @comcast.net or @xfinity.com, and never to share a verification code with anyone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Bad actors use phone numbers that look like Xfinity's, or rely on you calling a wrong number, to get account or payment information, place orders on your account, or have you ship a device or package.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites with small spelling mistakes or extra characters imitate xfinity.com or an Xfinity partner's site.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media messages from people who claim to be Xfinity employees, and emails or texts with links or QR codes that claim to be account updates.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-network-abuse","type":"web_form","label":"Xfinity Service Policy Assurance - report phishing, spam, online fraud or phone scams","value":"https://spa.xfinity.com/help/network-abuse?faq=report-online-harassment","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":68,"other":2},"verified_from":{"page":43},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 70 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Comcast's residential brand is Xfinity; Xfinity Mobile (wireless) and NOW Internet/NOW Mobile (prepaid) share the same support site. The residential agreement is the \"Xfinity Residential Services Agreement\".","warnings":[]},"equipment_return":{"company":{"id":"comcast-xfinity","name":"Xfinity","sector":"internet_tv","website":"https://www.xfinity.com","account_url":"https://customer.xfinity.com"},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return by store or prepaid UPS label, keep the receipt, and ask for removal of any unreturned equipment fee.","evidence":["store receipt or the top portion of the UPS label with tracking number","equipment serial numbers"],"steps":[{"do":"Print a prepaid UPS label from the Digital Return Center, or drop the equipment at an Xfinity Retail Store and get a receipt.","channel":{"id":"equipment-return","type":"portal","label":"Digital Return Center (print a prepaid UPS label)","value":"https://www.xfinity.com/returns","purposes":["equipment_return","cancel_service"],"access":"login","notes":"Works after disconnection. Alternatives are drop-off at an Xfinity Retail Store (get a receipt) or any UPS location with the prepaid label; schedule a free UPS pickup at 1-800-PICK-UPS.","source":"https://www.xfinity.com/support/articles/returning-your-equipment","last_verified":"2026-10-12"}},{"do":"Return only the device, remote and power cord. Keep the top portion of the UPS label with the tracking number as your receipt."},{"do":"Allow up to two weeks for the return to show on the account. If an unreturned equipment fee appears, send the receipt and ask for a refund of the fee.","channel":{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"xfinity-assistant-sms","type":"sms","label":"Xfinity Assistant by text message","value":"266278","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Digital Return Center (print a prepaid UPS label)","value":"https://www.xfinity.com/returns","purposes":["equipment_return","cancel_service"],"access":"login","notes":"Works after disconnection. Alternatives are drop-off at an Xfinity Retail Store (get a receipt) or any UPS location with the prepaid label; schedule a free UPS pickup at 1-800-PICK-UPS.","source":"https://www.xfinity.com/support/articles/returning-your-equipment","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-notice-online","type":"web_form","label":"Notice of Dispute (arbitration) - online","value":"https://www.xfinity.com/nod","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first service activation)","value":"https://www.xfinity.com/arbitrationoptout","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Xfinity Residential Services Agreement","value":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","access":"open","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Xfinity Broadband Facts label lookup","value":"https://www.xfinity.com/label","access":"open","notes":"Current customers can also see their most recent label in their account or the Xfinity app.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The residential agreement requires return of all Xfinity equipment to a local service center or designated agent within ten (10) days after termination.","issues":["equipment_return","cancel_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"When equipment is replaced, Xfinity asks customers to return the old equipment within 30 days to avoid unreturned equipment charges.","issues":["equipment_return"],"source":"https://www.xfinity.com/support/articles/replace-your-xfinity-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"Unreturned equipment incurs an Unreturned Equipment Fee. If the customer pays it and later returns the equipment undamaged (normal wear excepted), the fee is refunded in full.","issues":["equipment_return"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers can opt out of arbitration within 30 days of first service activation at xfinity.com/arbitrationoptout or by mail; written notice must include name, service address and Comcast account number.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The agreement requires any proceeding or action to start within one (1) year of the event.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"contact","claim":"Broadband Facts labels are at xfinity.com/label. If a label cannot be found, Xfinity responds to a request made by chat or 1-800-XFINITY within 30 days.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Comcast publishes no separate retention number. Cancellation goes through 1-800-934-6489, a scheduled call or a store (see cancel-page).","candidate_channels":["cancel-page"]},{"index":2,"rung":"written_complaint","note":"For payment and refund problems. For other problems, use the forum direct message or the corporate mailing address.","channel":{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Comcast publishes no executive office contact. Forum staff route escalations through a direct message to Xfinity Support.","channel":{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Send a complete Notice of Dispute first. Arbitration can start only if the dispute is not resolved within 60 days after receipt.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}}],"known_blockers":["The cancel page lists no online cancellation; the account holder must call, schedule a call or visit a store.","The Digital Return Center, payment/refund issue form and outage credit checker need an Xfinity ID sign-in.","The contact-us page and Digital Return Center are JavaScript apps that do not render for automated fetches."],"security":{"official_domains":["xfinity.com","comcast.net","comcast.com"],"never_asks":[{"kind":"policy","claim":"Xfinity representatives will never ask for your username and password over the phone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo or Zelle, and does not accept payment with gift cards from other companies.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity tells customers to check that an email sender's address ends in @comcast.net or @xfinity.com, and never to share a verification code with anyone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Bad actors use phone numbers that look like Xfinity's, or rely on you calling a wrong number, to get account or payment information, place orders on your account, or have you ship a device or package.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites with small spelling mistakes or extra characters imitate xfinity.com or an Xfinity partner's site.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media messages from people who claim to be Xfinity employees, and emails or texts with links or QR codes that claim to be account updates.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-network-abuse","type":"web_form","label":"Xfinity Service Policy Assurance - report phishing, spam, online fraud or phone scams","value":"https://spa.xfinity.com/help/network-abuse?faq=report-online-harassment","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":68,"other":2},"verified_from":{"page":43},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 70 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Comcast's residential brand is Xfinity; Xfinity Mobile (wireless) and NOW Internet/NOW Mobile (prepaid) share the same support site. The residential agreement is the \"Xfinity Residential Services Agreement\".","warnings":[]},"service_outage":{"company":{"id":"comcast-xfinity","name":"Xfinity","sector":"internet_tv","website":"https://www.xfinity.com","account_url":"https://customer.xfinity.com"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Use the outage credit checker for a quick credit; request a pro rata credit within 120 days for outages over 24 hours.","evidence":["outage start and end dates and times","ticket or outage notice","the bill"],"steps":[{"do":"Check the outage map and use \"Check credit eligibility\". If eligible, the credit is applied automatically.","channel":{"id":"outage-credit-check","type":"portal","label":"Outage map and credit - Check credit eligibility","value":"https://www.xfinity.com/support/articles/check-service-outage","purposes":["service_outage"],"access":"login","notes":"On the Support page, go to \"Outage map and credit\" and click \"Check credit eligibility\". If eligible, a credit is added automatically.","source":"https://www.xfinity.com/support/articles/check-service-outage","last_verified":"2026-10-12"}},{"do":"For an interruption of more than 24 consecutive hours, request a pro rata credit within 120 days.","channel":{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"}},{"do":"Check the next bill to confirm the credit."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"xfinity-assistant-sms","type":"sms","label":"Xfinity Assistant by text message","value":"266278","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"outage-credit-check","type":"portal","label":"Outage map and credit - Check credit eligibility","value":"https://www.xfinity.com/support/articles/check-service-outage","purposes":["service_outage"],"access":"login","notes":"On the Support page, go to \"Outage map and credit\" and click \"Check credit eligibility\". If eligible, a credit is added automatically.","source":"https://www.xfinity.com/support/articles/check-service-outage","last_verified":"2026-10-12"},{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-notice-online","type":"web_form","label":"Notice of Dispute (arbitration) - online","value":"https://www.xfinity.com/nod","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first service activation)","value":"https://www.xfinity.com/arbitrationoptout","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Xfinity Residential Services Agreement","value":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","access":"open","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Xfinity Broadband Facts label lookup","value":"https://www.xfinity.com/label","access":"open","notes":"Current customers can also see their most recent label in their account or the Xfinity app.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Customers may request a pro rata credit for any service interruption exceeding twenty-four (24) consecutive hours. The request must be made within 120 days of the interruption, and the credit will not exceed the fixed monthly charges for that month unless the law requires more.","issues":["service_outage"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"limit","claim":"The agreement makes a credit the sole and exclusive remedy for a service interruption. Maine, New Jersey, New York and Ohio have their own outage-credit rules listed in the same section.","issues":["service_outage"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity applies outage credit automatically to eligible accounts that have not reached the maximum credit limit.","issues":["service_outage"],"source":"https://www.xfinity.com/support/articles/check-service-outage","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers can opt out of arbitration within 30 days of first service activation at xfinity.com/arbitrationoptout or by mail; written notice must include name, service address and Comcast account number.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The agreement requires any proceeding or action to start within one (1) year of the event.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"contact","claim":"Broadband Facts labels are at xfinity.com/label. If a label cannot be found, Xfinity responds to a request made by chat or 1-800-XFINITY within 30 days.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Comcast publishes no separate retention number. Cancellation goes through 1-800-934-6489, a scheduled call or a store (see cancel-page).","candidate_channels":["cancel-page"]},{"index":2,"rung":"written_complaint","note":"For payment and refund problems. For other problems, use the forum direct message or the corporate mailing address.","channel":{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Comcast publishes no executive office contact. Forum staff route escalations through a direct message to Xfinity Support.","channel":{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Send a complete Notice of Dispute first. Arbitration can start only if the dispute is not resolved within 60 days after receipt.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}}],"known_blockers":["The cancel page lists no online cancellation; the account holder must call, schedule a call or visit a store.","The Digital Return Center, payment/refund issue form and outage credit checker need an Xfinity ID sign-in.","The contact-us page and Digital Return Center are JavaScript apps that do not render for automated fetches."],"security":{"official_domains":["xfinity.com","comcast.net","comcast.com"],"never_asks":[{"kind":"policy","claim":"Xfinity representatives will never ask for your username and password over the phone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo or Zelle, and does not accept payment with gift cards from other companies.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity tells customers to check that an email sender's address ends in @comcast.net or @xfinity.com, and never to share a verification code with anyone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Bad actors use phone numbers that look like Xfinity's, or rely on you calling a wrong number, to get account or payment information, place orders on your account, or have you ship a device or package.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites with small spelling mistakes or extra characters imitate xfinity.com or an Xfinity partner's site.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media messages from people who claim to be Xfinity employees, and emails or texts with links or QR codes that claim to be account updates.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-network-abuse","type":"web_form","label":"Xfinity Service Policy Assurance - report phishing, spam, online fraud or phone scams","value":"https://spa.xfinity.com/help/network-abuse?faq=report-online-harassment","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":68,"other":2},"verified_from":{"page":43},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 70 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Comcast's residential brand is Xfinity; Xfinity Mobile (wireless) and NOW Internet/NOW Mobile (prepaid) share the same support site. The residential agreement is the \"Xfinity Residential Services Agreement\".","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Comcast publishes no separate retention number. Cancellation goes through 1-800-934-6489, a scheduled call or a store (see cancel-page).","candidate_channels":["cancel-page"]},{"index":2,"rung":"written_complaint","note":"For payment and refund problems. For other problems, use the forum direct message or the corporate mailing address.","channel":{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Comcast publishes no executive office contact. Forum staff route escalations through a direct message to Xfinity Support.","channel":{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Send a complete Notice of Dispute first. Arbitration can start only if the dispute is not resolved within 60 days after receipt.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}}],"security":{"official_domains":["xfinity.com","comcast.net","comcast.com"],"never_asks":[{"kind":"policy","claim":"Xfinity representatives will never ask for your username and password over the phone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo or Zelle, and does not accept payment with gift cards from other companies.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity tells customers to check that an email sender's address ends in @comcast.net or @xfinity.com, and never to share a verification code with anyone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Bad actors use phone numbers that look like Xfinity's, or rely on you calling a wrong number, to get account or payment information, place orders on your account, or have you ship a device or package.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites with small spelling mistakes or extra characters imitate xfinity.com or an Xfinity partner's site.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media messages from people who claim to be Xfinity employees, and emails or texts with links or QR codes that claim to be account updates.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-network-abuse","type":"web_form","label":"Xfinity Service Policy Assurance - report phishing, spam, online fraud or phone scams","value":"https://spa.xfinity.com/help/network-abuse?faq=report-online-harassment","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":68,"other":2},"verified_from":{"page":43},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 70 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Xfinity — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/comcast-xfinity.md","markdown":"## In short\n\nXfinity publishes no retention number and no executive office contact. The written routes that work are the online payment and refund issue report and a direct message to \"Xfinity Support\" on the Xfinity Community Forum. Dispute a charge within 120 days of the bill date, request outage credits within 120 days, and return equipment with a receipt. Xfinity never asks for your password by phone and does not take gift cards.\n\n## How complaints actually go\n\n- Frontline help is 1-800-XFINITY (1-800-934-6489) or the Xfinity Assistant chat, which hands off to a live agent when the bot cannot fix the issue; you can also text questions to 266278. [Xfinity customer rights](https://www.xfinity.com/support/articles/rights) [Xfinity Assistant](https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant)\n- Missing, duplicate or misapplied payments, overpayments and refund problems have an online report form (sign-in required). Xfinity sends a confirmation page and email and works requests in the order received. [Xfinity: report an issue](https://www.xfinity.com/support/articles/report-an-issue)\n- For escalations, Xfinity forum staff ask customers to send a direct message to \"Xfinity Support\" with their full name and service address; this is the route they give when customers ask for executive or corporate escalation. [Xfinity Community Forum](https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b)\n- Cancellation is by phone, a scheduled call or an Xfinity Store; the cancel page offers no online self-service cancellation. [Xfinity cancel page](https://www.xfinity.com/cancel)\n- Arbitration starts with a complete Notice of Dispute (online at xfinity.com/nod or by mail); arbitration may begin only if the dispute is not resolved within 60 days of receipt, and either side may use small claims court instead. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- The agreement requires any proceeding to start within one year of the event. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n\n## What tends to work\n\n- For an outage, use \"Check credit eligibility\" in the outage map; Xfinity applies the credit automatically to eligible accounts that have not reached the maximum credit limit. [Xfinity outage credit](https://www.xfinity.com/support/articles/check-service-outage)\n- For an interruption of more than 24 consecutive hours, ask for a pro rata credit within 120 days. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- Xfinity staff on the forum say they can look for a new promotion to lower the bill if you send a direct message to \"Xfinity Support\". [Xfinity Community Forum](https://forums.xfinity.com/conversations/customer-service/does-the-retention-department-still-exist/658dea86f961c6163a347e89)\n- Reported by customers: in the same forum thread most customers say retention requests got nothing; one says a store visit and several calls cut $25 from the bill, and another was offered a lower price only with a one-year contract. [Xfinity Community Forum](https://forums.xfinity.com/conversations/customer-service/does-the-retention-department-still-exist/658dea86f961c6163a347e89)\n- Reported by customers: a customer whose 24-month promotion ended saw the bill go from about $60 to $124; Xfinity staff said the promotion end date is printed on the bill (page 3) for the length of the promotion and declined a credit afterwards, so ask for a new offer before the end date. [Xfinity Community Forum](https://forums.xfinity.com/conversations/billing/bill-doubled-after-promo-ended-lack-of-prominent-notice/689a1adefafd5b3ecfb9a526)\n\n## Traps and fine print\n\n- At the end of a promotional period, Comcast's then-current standard pricing applies. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- Comcast can change rates with or without notice where the law permits; continued use for more than 30 days after a change counts as acceptance. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- If you do not contact Comcast within 120 days of the bill date, you waive disputes or credits for that bill. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- The agreement requires equipment to be returned within ten days after termination; replaced equipment should be returned within 30 days. An unreturned equipment fee is refunded in full if you later return the equipment undamaged. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement) [Xfinity: replace equipment](https://www.xfinity.com/support/articles/replace-your-xfinity-equipment)\n- Refunds are reviewed only after equipment is returned or 30 days after disconnection, typically arrive in 4 to 6 weeks, and unreturned equipment charges can reduce them. [Xfinity refunds](https://www.xfinity.com/support/articles/refunds-from-xfinity)\n- The five-year price guarantee launched April 15, 2025 is for new Xfinity Internet customers who choose it at sign-up. [Comcast press release](https://corporate.comcast.com/press/releases/comcast-launches-five-year-guarantee-for-xfinity-internet-customers)\n- The arbitration opt-out window is 30 days from first service activation (xfinity.com/arbitrationoptout or by mail). [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): Xfinity non-fiber internet 71 (69 in 2025), Xfinity Fiber 77, Xfinity Mobile 76. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): Xfinity TV 72. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- Xfinity representatives will never ask for your username and password over the phone, and Xfinity will not ask you to pay with merchant gift cards, wire transfer, PayPal, Venmo or Zelle. [Xfinity: protecting yourself from fraud](https://www.xfinity.com/support/articles/protecting-from-fraud)\n- Bad actors use phone numbers that look like Xfinity's to get account or payment information, place orders or have you ship a device. If unsure, hang up and call 1-800-XFINITY. [Xfinity: protecting yourself from fraud](https://www.xfinity.com/support/articles/protecting-from-fraud)\n- Real Xfinity emails come from addresses ending in @comcast.net or @xfinity.com; look-alike websites use small spelling changes. [Xfinity: protecting yourself from fraud](https://www.xfinity.com/support/articles/protecting-from-fraud)\n- The FCC warned on September 10, 2025 of robocalls saying \"This is Comcast Xfinity\" and that a 50% discount expires today; callers who call back are told to prepay months of service with gift cards. [FCC alert](https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf)\n- Report phishing, spam and phone scams through Xfinity's Service Policy Assurance page, and fraud to the FTC at reportfraud.ftc.gov. [Xfinity: protecting yourself from fraud](https://www.xfinity.com/support/articles/protecting-from-fraud)\n"},"guide":{"key":"internet_tv","title":"Internet, cable and satellite TV — how complaints work","last_verified":"2026-10-12","file":"guides/internet_tv.md","page":"https://escalate.alexgaoth.com/#/guides/internet_tv"}}