Our Customers Deserve the Best

We continue to be on a mission to provide world-class products and experiences that save our customers time and simplify their lives. For more than a decade, we’ve relentlessly pursued the best customer experience, driven by our longstanding Customer Commitment to continuous improvement, innovation, and listening to our customers.

In the past five years alone, Comcast has invested over $20 billion into smart technologies and network improvements to enhance the reliability, speed, and security of our services. These efforts have led to a world-class network reliability uptime of 99.9%, a 37% reduction in the need for an in-home technician visit over the past three years, and billions of cybersecurity threats blocked each year on behalf of our customers.

Customer support is not one-size-fits-all, and we have worked to ensure our services meet the diverse needs of our customers. Help is available 24/7 in English, Spanish, and American Sign Language, with multiple additional languages available via real-time chat by the end of 2025.

For more than a decade, we have worked to make our products, technology, and experiences accessible to the widest possible audience while opening new doors to independence for people with disabilities.

From unveiling the nation’s first Talking Guide back in 2013, to the launch of the industry’s first Large Button Voice Remote and the Xfinity Adaptive Web Remote, which was named a “Best Invention of 2019” by Time Magazine, we are on a mission to create the best all-around experience possible for customers with disabilities.

Our customer experience starts with listening to our customers, and innovating based on their needs. Over the years, we’ve learned that our customers overwhelmingly prefer digital tools, so we’ve responded with new and improved digital experiences that save time and increase transparency for our customers at every step. Today, 84% of all customer interactions are completed through digital channels.

We know getting and staying connected has never been more important which is why we offer more choices at affordable prices.

• Earlier this year we introduced our NOW product line, which offers everyday pricing without contracts at just $30/month (for 100 Mbps) that can easily be combined with NOW Mobile for as low as $55/month together.
• We also offer competitive promotional pricing across all our markets as low as $30-35/month (for 300 Mbps).
• This year, we also announced WiFi Boost, which brings together the best of our converged wireline and wireless network to deliver even faster speeds to mobile customers. WiFi Boost allows Xfinity Mobile and Comcast Business Mobile customers to get up to 10x faster speeds on WiFi hotspots on their mobile devices regardless of their Internet plan – at no additional cost.

We take pride in our products, which is why we offer a 30-day money-back guarantee for Xfinity TV, Internet, Pro Protection, and Voice services, and a 14-day money-back guarantee for Xfinity Mobile services and devices.

We continuously strive to improve based on employee and customer feedback. Our “Voice of the Customer” initiative, combined with insights from over 13 million customers annually, helps us identify what’s working and what needs improvement.

One such change underway is a company-wide effort to redesign our 1-800-XFINITY phone support experience, aiming to make it faster and easier for customers to get the help they need or to speak with a live agent. Teams are hard at work making these necessary improvements, and we anticipate launching this new and improved experience in the first half of 2025.

As our customers' needs and preferences evolve, so do we. We remain steadfast in our commitment to listening, learning, and constantly striving for better. Our goal is not just to meet expectations, but to exceed them—ensuring every interaction our customers have with us is fast, easy and seamless.