Increasing costs,
false-statements
& early-termination fees

Xfinity is known for hidden fees & ever-increasing monthly bills, but there's a number of points that future-customers may not be aware of, at least not until they become a customer & find out the hard way.  When you become a customer of Xfinity, you enter into a contract with Xfinity that allows them to charge you additional fees for early-termination if you leave their service before the contract is over, this happens to be a percentage of your remaining contract at the monthly rate you had when you left their service.

Another thing to pay close attention to is your monthly bills, particularly when it goes up higher than you had been paying, that's when you need to look at the specific details in your bill to find out why it happened & many times it's because they increased the costs of your bill without telling you ahead of time that it was going to happen.  A lot of times you can call & complain about these increasing costs, threaten you are going to switch to another provider & sometimes you can get on another promotion, but this won't always be the case (particularly if you are already on another promotion or still have an active contract), meaning they will stick to their guns & stick with that price, at least until you get to their department to actually shut down your service with them (a lot of times they will give you some promotion when you're already on the phone telling them you are canceling your service with them, but again, that won't always be the case & many times it's already too late for them to do anything because you may have already had new service installed before making this call).

Additionally, note that not everything Xfinity is going to tell you will be accurate (later down the line, it can feel like they intentionally lied to you about whatever you may have called them about in the past) & you'll find that they may tell you one thing, but you'll get something complete different the following month, this is especially true when it comes to quotes of how much you are going to be paying (finding out later that it's usually higher than what you were quoted).  This is especially true when it comes to pro-rated refunds when removing something from your Xfinity service in an attempt to lower the bill or they've put you on a new promotion (many times renewing your contract with them).

A final note is regarding the early-termination fees, which it seems they always manage to hit you with, even if you were legitimately done with your contract.  Aside from keeping track of your contract time yourself, don't rely on what their representatives may tell you over the phone, if they know you are going to cancel your service & won't lower the bill, they are likely going to lie to you about whether you still have an active contract or not, only finding out whether that is the case or not when you go to shut off your service with them.

The information above is derived from the following personal experience with their service:

I signed up for Xfinity in 2014, switching from CenturyLink due to some repeated transfer bullshit that drove me from being a customer with them.  The transfer to their service included my phone number from CenturyLink, which CenturyLink was not happy about...

Originally I was only paying close to $70 per month for both internet & phone through Xfinity, but the costs continued to get higher & higher as the promotions they had me on continued to expire, calling them to complain about the high prices, getting put on a new promotion (in most cases, with an additional contract I had to wait out before I could switch again) & again expecting to run through the same problems in another year.  One thing that was noticed about these promotions vs. contracts was that the promotions would always partially (if not fully) expire before the contract would, this allowed them to continue charging me at a higher rate for the remainder of the contract, unless I was able to get the price down by calling to complain again.  I was paying over $100 per month for both services by the end of 2018, calling to complain again & managing to get it down to $94 per month by the end of 2019.

Early 2020, I got an email notice that Xfinity was going to be retiring their texting function through the Xfinity Connect web & phone apps & that was enough to tell me I at the very least needed to transfer my phone to another service to retain the texting function for 2-step authentications for various only sites (the texting feature with Xfinity was limited, but still functional with some sites, just didn't have capabilities to function with SMS short codes, you needed a legitimate mobile carrier for that), if not what I had intending on doing for a while to attempt to get my Xfinity bill down.

I ended up switching my phone service to magicJack, placing an order with them to transfer my phone number from Xfinity on January 26th of 2020 & calling Xfinity to discuss my monthly bill after the transfer had completed.  They stated that my bill should have been $90 per month on the 3rd, only dropping the price a measly $4 from what I had been paying since mid-2019, meaning the transfer of my phone number didn't save me any money, I was actually paying more per month between the 2 services.  I was also told by their representative that I would be getting a pro-rated refund the following month, because I had to pay the full $94 the beginning of February because the bill hadn't updated (and should update the next month, applying the refund to the next bill).

I received an email from Xfinity on the 24th stating I had a video explaining new charges, expecting this next months bill to be around $86 (taking the monthly price I was quoted before of $90 & deducting the $4 pro-rated refund they said I would be getting), this wasn't the case, they had jacked up the price to over $104 per month on the internet service alone (phone was no longer with Xfinity at this point).  Not only did I not get the pro-rated refund they stated I would be getting, the bill was also increased an additional $10 from when I still had phone with Xfinity, almost $20 from what I was quoted on the 3rd of February.

I contacted Xfinity again on February 24th regarding the new charges & because I had already transferred my phone to another service & only had one service remaining with Xfinity, the representative was only willing to lower the monthly price if I was going to lower my internet speeds (something I wasn't willing to do at the time, thinking I could get a decent upload rate with another service).  I ended up chewing out the representative over the phone that I was going to be switching services & never come back to them again (similar to what happened with CenturyLink back in 2014).  The last thing I inquired about before hanging up was whether there was still an active contract on my account, she stated that there was not, but seems more like she just couldn't find those details, she was looking at the expired contract from back when I signed up in 2014...

After I hung up with them, I proceeded to call roughly 3 others ISPs I had not had service with (all fiber connections), all of them stated they did not have service in my area (the only one that offered to put me on a notification list of when they would be available in my area was Google Fiber, which I had already signed up for email notifications several months prior when I was considering switching from Xfinity before).  While I didn't want to go back to CenturyLink because of the previous problems with their service, this is ultimately where it lead to & all I was going to be getting was a mere 40 mbps download & 3 upload, which I didn't expect would be enough for my streaming to Twitch, but I was going to accept that lower rate to at least allow continued use of my phone, email & ability to pay my bills, if nothing else...

The installation of this new service was scheduled for the 27th, but drug out to the 28th due to some issues with the line & not getting the modem correctly configured before the installation technician left, which resulted in my calling CenturyLink's phone support line late on the 27th, only to find out they have the same problems with repeat transfers for hours & getting no results as they did back in 2014 when I originally switched from them to Xfinity, which resulted in some very angry updates on my own Facebook wall, as well as their Facebook page, claiming I was likely going to cancel my installation order with them & tell the technician to take the modem with him when he left if it was not configured to work with my personal router before he was ready to leave.

The situation with CenturyLink was fixed by noon the next day (February 28th), at which point I contacted Xfinity to finally cancel my service with them.  Unsurprisingly, when I called to cancel my service, they were attempting to lower my monthly bill roughly $20 per month, but I had to point out that CenturyLink had already been installed at my home, it was too late for them to do anything about it now, they should have done something about it on the 24th when I called to discuss those new charges.  Seeing as the decision had already been made to cancel my service with Xfinity, the representative told me there was cancellation fees of $90 because there was a contract still in effect.  I pointed out that the representative I spoke to on the 24th stated there was no active contract, she stated that there was & there was nothing she could do to remove or dispute it (she actually looked for a dispute function to dispute it while I was still on the call, which drug out the call at least an additional half-hour).  I stated I did not intend on paying this, it was already claimed on the 24th that there was not one & had I been given accurate information that there was a contract, I would have just lower my service to the lowest-possible tier until the contract had expired (possibly even sticking with that until Google Fiber became available in my area; after finding out that CenturyLink still has the same problems with treating their customers like ping pong balls, this probably would have been the better option anyways, but it was too late to go back on that at this point) & that I would be publishing a new negative review regarding this situation (which is what you are seeing here), as well as additional negative reviews for every invoice or collections notice I received regarding this early-termination fee.

Before the call was ended I also discussed that it might be possible I could be coming back to Xfinity if I continue to run into the same problems that originally had me switch from CenturyLink back in 2014 (and from the call on February 27th, I'm pretty certain that will be the case in the near future), but that wouldn't be happening if that early-termination fee was still there (same as I stated I wouldn't be going back to CenturyLink if they were expecting me to pay the balance on that fraudulent account opened in my name without my authorization when I transferred my phone number to Xfinity).  She claimed that if I go back to Xfinity within 3 months, the cancellation fee would be waived.  Additionally, I discussed the details regarding something I received in the mail for InternetEssentials.com, she stated this was a very low rate of transfer, which I responded I was okay with, I was already accepting a huge loss in transfer rate by switching to CenturyLink to get my monthly bill down, so as long as it was good enough to at least allow use of my phone & to pay bills, I would have been fine with the lower rate (one thing I did not ask about was the monthly cap however, this could have been a problem, as I usually use over 400 GBs in a month, but not normally over 500).  The other thing she said was that this program also requires that you would have to be without Xfinity for 3 months, which I pointed out would mean in order to be eligible for that program, I would have to pay the termination fees, which would negate any chance I would switch back to Xfinity; she claimed she had seen this program waive that fee before, of course that's still to be seen from my point of view, we'll just have to see in the future if I do attempt to switch back to Xfinity (it just won't be happening if that fee is being held over my head & especially if it's been issued to collections).

After the call to close the account (the representative stating that I shouldn't be getting charged for service from this point forward outside of the cancellation fees, even if it took up to a couple weeks to actually shut off a signal to my Xfinity modem, which was paid for back in September of 2019 to get rid of the leasing fees for their modems, which means I'm losing money here also being a $180 modem), I was still pissed off about the fact that I was lied to about not having a contract on the 24, the fact that the cancellation fees could have been avoided if I were given correct information before I signed up for another ISP & getting blindsided by it when it was already too late to do anything about it, so I first wrote another detailed post publicly to my own Facebook wall (there had already been at least 3 of these in less than a month between the 2 companies), I also made a comment on a video that had been posted on the Xfinity Facebook page (seeing as they don't have a legitimate community section for their page); this detailed comment was as follows:

UPDATE:  On 3/16/2020, I received another bill from Xfinity showing what they said they were going to do, that being they were going to hit me with early-termination fees for the contract that I was told didn't exist when I called them on 2/24/2020: (click images for full-sized versions)

In response to this, I did exactly what I said I was going to do, scan any additional invoices or collections notices & put them in further negative publications against their company (note that the second page of this bill did not include any personal information on it, therefore it was not scanned to be published; I will be holding onto the bill should I need to contest it in court).  Because this is still a part of what is stated in this article, this bill is getting added to this one.  Additional separate reviews are expected to be published, particularly if they attempt to file collections on this, which will not only include scans of those documents, but I also intend on showing how this will effect my credit rating, as I'm not intending on paying something that was stated 4 days prior to telling them to shut it off was not even there, that will result in another publication beyond the collections notices to show the damage to your credit that being a former-customer of Xfinity/Comcast can do to you.

I did call them on 3/9/2020 to grill them about yet another bill they were sending me over email, they stated that I wouldn't have to pay anything beyond the shutoff date of the 28th of February, that was until I mentioned that I was going to get hit with an early termination fee.  It seems the representative I was talking to stated that there was something they might be able to do about the cancellation fee when I pointed out that I was lied to about there being an active contract only 4 days prior to telling them to shut it off after signing up with another ISP, but I didn't have the time to discuss it, I was late to leave for an appointment because I had forgotten to adjust my clock for daylight savings time the night before & was an hour behind, my ride showed up while I was still on that call.  I will give them a chance to correct it before BBB complaints/reviews are filed & further publications to make sure any publication on the BBB website is not censoring information that should be public, but I don't expect anything to be done about it & it will result in continuous new publications as they continue to ruin my credit with early termination fees on contracts that they lied about not being there when they were called on 2/24/2020.

UPDATE:  Calling their phone reps after updating this page & adding further details about this in the original complaint filed on their post on Facebook (keeping backups of those posts in case they get removed), it was clear they were going to do absolutely nothing to remove the fees as stated previously could be a possibility when speaking to the representative on the 9th (which I already knew would be the case, but I did attempt to take it further without bringing other organizations into the matter).  My response to their statement of saying I would have to pay the early termination fees was first that there wouldn't be an early termination fee had they given me correct information on the 24th of February, then pointing out that I already have a negative review about this online that I just updated with the scanned bill I received earlier that day in the mail.  The ending statement was that I didn't intend on paying it & I would be going through the Better Business Bureau, then hung up afterwards.  With this now going to the BBB, there will be additional negative reviews being published against Xfinity separate from this one at least for that step, additional steps & notices received will result in additional separate reviews being published (updates regarding credit rating damage caused by Xfinity will remain on the same review, but it will be separate from any others that get published regarding any attempts to collect on past due balances).