In the last few weeks both Comcast and Xfinity have continued to receive numerous queries during the ongoing Covid-19 pandemic. This can be attributed to an increase in demand for Wi-Fi, Cable TV, and streaming services as more people look for entertainment options following the stay-at-home directive in many parts of the US and the world.
In this article, we compare Comcast VS Xfinity to help you get clarity about the services offered by each company, their pros and cons, and their terms and conditions. We also look at customer reviews for each company to determine if they are reputable.
Here are the answers to the top Xfinity vs Comcast FAQs as derived from both companies’ websites, review platforms, and other reputable websites.
- Are Xfinity and Comcast the same company?
- How to contact their customer service?
- Pros and cons of bundles, packages, and plans.
- How to cancel these services?
- How to get a refund from them?
1. Are Xfinity and Comcast the Same Company?
As evidenced by reviews on PissedConsumer.com, many customers use the terms Xfinity and Comcast interchangeably. Hence the question, are Xfinity and Comcast the same company?
According to corporate.comcast.com, the Comcast Corporation is also the Parent company to Xfinity, Comcast Business, NBC Universal, and Sky.
The Comcast Corporation launched Xfinity in 2010 as a company that specialized in offering: Wi-Fi, Cable-TV and streaming, Landline Telephone, and home security services to individual customers. These services are marketed under the brand names Xfinity Internet, Xfinity TV, Xfinity Voice, and Xfinity Home respectively. Xfinity also has another product, Xfinity Mobile which provides mobile users with internet service plans.
On the other hand, Comcast Business offers similar services as Xfinity but to small businesses and enterprises. The range of products and services offered by business.comcast.com include:
- Business internet solutions such as Ethernet dedicated internet, Wi-Fi, SecurityEdge and Internet speed;
- Phone services and products;
- Business TV solutions;
- Data Networking;
- Unified communication;
- Cloud Solutions;
- Video Monitoring.
2. How to Contact Xfinity or Comcast Customer Service?
Since Comcast and Xfinity are run independently, they have different customer service contact information.
Xfinity Contact Information
You can reach the Xfinity customer service through various channels including phone, email, chat, or visiting an Xfinity store near you. PissedConsumer.com provides extensive Xfinity contact information on the dedicated company page.
You can address your issues via Xfinity emails:
- Accessibility: email@example.com
- Legal (General issues): firstname.lastname@example.org
For phone calls, there are several Xfinity customer service numbers depending on whether you are a new or existing customer, and the type of service you are subscribed to as follows:
- Toll-Free Number: (800) 934-6489
- Customer service number for individuals with disabilities: (855) 270-0379
You may also use the following corporate address:
Comcast Cable Communications Management, LLC
One Comcast Center
Philadelphia, Pennsylvania 19103
On their customer support page, Xfinity.com urges its customers to visit the Xfinity Support Forum and Reddit for direct help from Xfinity customer care representatives. Customers can also find answers to the most common FAQs on these forums. Alternatively, Xfinity customer support can be reached via Twitter and Messenger.
Comcast Contact Information
Business.comcast.com provides a 24/7 Comcast customer service phone number (800) 391-3000, a chat link, and a comprehensive help center where customers can find answers to the most common Comcast FAQs.
PissedConsumer.com provides additional customer service contact information including various Comcast phone numbers, email address and a corporate address:
- Toll-Free Number: (800) 266-2278
- Comcast customer service: (800) 934-6489
- New customer concierge: (888) 986-8447
You may also use the corporate office address:
Comcast Corporate Headquarters
1500 Market Street
Philadelphia, Pennsylvania 19102-2148
There has been an increase in customer service complaints on both Comcast and Xfinity. Some of the top customer service complaints to both companies include:
- Difficulty getting through on the phone numbers to speak to a real person.
- Failure by technicians to show up for installations.
- Unhelpful responses from customer care representatives.
- Being hung up on.
The above issues are evidenced in several reviews. For instance, the Comcast review #1917113 states the following:
for 2 years nothing but problems customer service is the worst the tech are not trained very well you have to ask for a supervisor like 15 times before you mite get one they always hang up on you never call you back like they say they send out used cable boxes and charge you for new ones worst company ever...
Similar to the above, there’s an Xfinity review #1916605 which states:
…Xfinity is also very slow to address a problem and makes it purposeful tedious for a customer to lodge a complaint in order to discourage complaints!...
3. Pros and Cons of Xfinity VS Comcast Bundles, Packages, and Plans.
Xfinity Bundles, Packages and Offers
Xfinity.com does not have a one-size-fits all bundle. You create an Xfinity internet package for yourself depending on the services you want and then you are billed accordingly. To find out how much the service will cost, visit the All Deals page on their website. You will be required to enter your address to view a range of packages available in your area.
For instance, for Xfinity internet plans, you have the option to choose between 25Mbps, 100Mbps, 200Mbps, 300Mbps, 600Mbps, and 1000Mbps, while TV packages range from 10 channels in the basic plan to over 200 channels in the preferred plan. Once you have built your Xfinity bundle, you can see its specifics under the “More Details” button. If you are eligible for any discounts and offers, they will be indicated in the cart area.
Comcast Bundles, Packages and Offers
While Comcast Business offers some standard packages, customers also have an option to create their own bundle according to their needs. Like Xfinity.com, you will be required to enter your business address to be provided with available packages in your area.
The standard Comcast internet packages listed on the products page include:
- Starter Internet @ $69.95/month;
- Business Internet 100 @ $109.90/month;
- Business Internet 200@ $134.90/month;
- Business Internet 300 @ $164.90/month;
- Business Internet I Gig @ $499.50/month.
Comcast Business phone packages include:
- Voice Mobility;
- Business Voice Edge Select;
- Business Voice Edge;
- PRI Trunks;
- SIP Trunks.
Comcast cable plans include:
- Public Viewing TV;
- In room entertainment;
- Private Viewing TV.
Comcast Smart office solutions include:
- Video Monitoring;
- Wi-Fi Pro;
- Comcast Cloud solutions.
Whether you are an enterprise or a small business, you can get a quote for your preferred Comcast bundle by filling in the “Get a quote” or “request a consultation” form provided on each product page or by calling (877) 209-6358.
Comcast vs Xfinity Customer Reviews, Ratings, Pros and Cons
On their websites, both Comcast and Xfinity promise their customers the following:
- Powerful reliable network.
- 24/7 customer support.
- High-quality service and products.
- Money-back guarantee and warranty on their services and products.
We looked at Comcast’s and Xfinity’s reviews and ratings on various websites and also evaluated their pros and cons as brought out by the various customer reviews.
Comcast has a 1.7-stars rating on Trust Pilot, 1.6-stars on PissedConsumer, and 3.6-stars on Better Business Bureau (BBB). It is worth noting that BBB has put an alert of Comcast Corporation citing June 6, 2019, King county court ruling on a lawsuit filed by the Washington Attorney General.
In the ruling, Comcast.com was found guilty of deceiving consumers by enrolling them into the Service Protection Plan (SSP) without the customers’ consent. In some cases, the company failed to disclose to customers SSP costs or even enrolled customers to the plan even though the customer had denied enrolling. The judge ordered Comcast to pay customers restitution and $9.1 million in penalties.
On the other hand, Xfinity has a 2-stars rating on Trust Pilot, 1.7-stars on PissedConsumer, and 3.6-stars on BBB.
According to Xfinity and Comcast comparison on PissedComsumer.com, customers have indicated the following pros and cons for both companies:
4. How to Cancel Xfinity or Comcast Services?
Xfinity Cancellation Policy
One of the top customers’ FAQs is how to cancel Xfinity service. The Xfinity cancellation terms are provided on the Customers Agreements & Policies page on the “Termination of this agreement” section. The Xfinity cancellation policy stipulates the following terms:
- Notify the company about your contract termination by either of the following ways: a written notice that is mailed to your nearest location, email to customer service, or calling customer service.
- To effect your termination request, the customer support representative will require you to verify your identity.
- Subject to government applicable laws, the applicable fees will continue to accrue until your contact agreement has been terminated and you have returned all equipment.
- Your Xfinity Voice package will be canceled if your phone number is switched to a different service provider.
- If you are a Prince Gorges, Maryland resident, the applicable fees will continue to accrue up to the date you requested service termination or the day your contract is terminated, whichever comes earlier.
- Once your contract is terminated, you must discontinue using Xfinity services and equipment.
- Unless you are a Prince Gorges County resident, you are required to continue to pay in full all the applicable fees until services are disconnected and your agreement is terminated.
- You must return Xfinity equipment in working conditions to your nearest local store within 10 business days from the date you were disconnected from services (otherwise, an unreturned equipment fee is applied).
Comcast Cancellation Policy
Comcast Business has a different cancellation policy. The general enterprises' Comcast cancellation policy is provided on the website Terms & Conditions page. Notably, Business.Comcast.com stipulates specific terms of agreement for different products/services.
For instance, to find out how to cancel Comcast internet, go to the terms and conditions page and select the agreement terms for the specific internet package you are subscribed to.
The general terms of agreement for enterprises allow customers to cancel their Enterprise Services Master Services Agreement agreement at their sole discretion at any time. For Comcast cancellation:
- Provide a 30-days written notice.
- Pay all the applicable charges including any outstanding amounts and termination fees.
- Return Comcast equipment.
- In the case of licensed software, your right to use the licensed software will terminate with the termination of the contract, and you are required to return the licensed software to company.
There is no Comcast cancellation number provided on the website. However, you can request cancelation by calling the customer service number for existing customers (800) 391-3000.
For both Comcast and Xfinity cancellations, it is important to refer to the particulars of your agreement. You can find your agreement under “My Account”. For further clarification on the fees, get in touch with the Comcast customer service.
5. How to Get a Refund From Xfinity and Comcast?
Xfinity Refund Policy
On their Customer Agreements & Policies page, Xfinity.com notes that they may require customers to pay refundable deposits with certain services or if your package comes with equipment. If you terminate your agreement, your refundable amount will be deposited to your account. This is effectuated if your account has been in good standing for 12 months and once you have been fully disconnected from the services. The refund will be issued within 30 days of full disconnection and once you have returned the equipment. If you owe Xfinity.com any amount, such as outstanding balance or termination fees, it will be deducted from the refundable deposit.
Comcast Refund Policy
Comcast Business does not provide an elaborate refund policy on their website. One Comcast support article recommends that you contact customer support to make a refund request. They point out that refund checks may take up to six weeks to reflect.
Like any other business, both Comcast and Xfinity have positive and negative reviews. However, the reviews indicate that many customers have a negative experience with both Comcast and Xfinity customer service. While some customers were happy with the quality of Internet and Cable TV services offered by the two companies, others expressed utter dissatisfaction.
If you are considering Xfinity or Comcast, take your time to research the companies. Visit their websites, check reviews on PissedConsumer.com, and contact the customer service for any questions you might have before making your purchase.
Health and Beauty Expert
Winnie is a freelance writer and B2C content expert who specializes in health and beauty, cafes and restaurants, fitness products buyer guides and researches. She has been working with international clients since 2012.
*The company ratings on the PissedConsumer website are calculated using a mathematical algorithm that evaluates the information in the company’s profile. The algorithm parameters are: users’ rating, the number of resolved issues, the number of company responses and more. The PissedConsumer algorithm is also subject to change in the future.
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