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Customer Agreements and Policies


IMPORTANT INFORMATION FOR XFINITY TV CUSTOMERS


SERVICE PROBLEMS

You will find helpful information for troubleshooting TV picture or signal
quality issues at www.xfinity.com/support. If the problem does not clear up,
please feel free to chat with us at www.xfinity.com/support/contact-us or call
us at 1-800-XFINITY, and a customer service representative will attempt to
address that issue. We will try to resolve any complaints you have concerning
the quality of our signals promptly and efficiently. We will respond to your
report of a service interruption no later than 24 hours after you notify us,
except in extraordinary circumstances or where conditions are beyond our
control. We will respond to your report of other service problems no later than
the next business day after you notify us. We may need access to your home in
order to correct a service related issue. If a service call is required it will
be scheduled at a time convenient to you. If you are dissatisfied with our
resolution of your service problem, you may contact your local franchising
authority to discuss the problem with your service. If your local franchise
authority information is not listed on your bill, please call us at
1-800-XFINITY for the name and address of your local franchising authority.


SERVICE OR BILLING COMPLAINTS

Information regarding your Xfinity services and billing is available through My
Account at www.xfinity.com. You also may download the Xfinity My Account app to
your smartphone or other device for quick access to up to date information on
your account. If you have a complaint regarding your Xfinity TV service or your
bill, you will find information on contacting us through chat or by phone at
https://www.xfinity.com/support/contact-us. Also, you can visit us at one of our
Xfinity store locations. Visit
https://www.xfinity.com/support/service-center-locations/ to find the Xfinity
store closest to you. If you wish to put your comments in writing, your letter
should be addressed to us at the local address listed on the How To Reach Us
insert.

We will try to resolve your complaint promptly. If you are dissatisfied with our
resolution of your complaint, or we are unable to resolve your complaint, you
may contact your local franchising authority to discuss your complaint. If your
local franchise authority information is not listed on your bill, please call us
at 1-800-XFINITY for the name and address of your local franchising authority.

If you have a complaint regarding closed captioning please email us at
accessibility@comcast.com or call us at 1-855-270-0379.


MOVING

Please visit https://www.xfinity.com/moving before you move. This is the best
way for us to arrange for your service to be disconnected and to schedule an
installation at your new home, if your new home is in our service area.


EQUIPMENT COMPATIBILITY

Xfinity TV service is encrypted and requires a TV Box, TV Adapter, CableCARD or
other navigation device that is compatible with our system for each television
you wish to use with our service. You may not be able to use special features or
functions of your television, VCR or DVD player/recorder with Xfinity TV
service. Some of these problems may be resolved by the use of signal splitters,
and/or other supplemental equipment that can be purchased from us or at
electronic stores. Please call us if you would like to discuss the type of
special equipment needed to resolve individual compatibility problems or if you
have any questions regarding other equipment compatibility issues.

If you have a TiVo digital cable-ready DVR, you can access switched digital
video services by obtaining a “tuning adapter” device. If you have a TiVo DVR or
other digital cable-ready devices, you will need a TV Box, TV Adapter, or
CableCARD from us to access switched digital video and other two-way cable
services. Upon your request, we will provide you with the technical parameters
necessary for a navigation device rented or acquired from retail outlets to
operate with our system. Because of the need to protect our Xfinity TV service,
we will not authorize the use of a navigation device that does not conform to
all required signal security specifications. For information regarding other
navigation devices, please go to https://www.xfinity.com/support.


REMOTE CONTROL UNITS

If you rent a TV Box or TV Adapter from us we will provide a compatible remote
control. Also, you may purchase compatible remotes at local electronic stores or
other retail outlets. A representative list of compatible remote control models
currently available from local retailers includes: Philips PHL PMDVR8, RCA
RCR612, and Sony RM-V202. A list of additional compatible remotes may be
obtained from your local Xfinity store. Although these remote control units are
compatible with the TV Box or TV Adapter that we currently offer, these remotes
may not be functional if we change the type of TV Box or TV Adapter we rent. If
you have any questions regarding whether a particular remote control unit would
be compatible with our equipment, please contact us.


SERVICE CHANGES AND INSTALLATION

Standard installations are generally completed within 7 business days. If you
change the services you receive, you may be subject to an installation or change
of service charge. You may obtain additional information about our current
services, fees and prices online at www.xfinity.com or by calling us at
1-800-XFINITY.


RECENT AND UPCOMING PROGRAMMING CHANGES

Information on recent  and upcoming programming changes can be found at
https://www.xfinity.com/programmingchanges or by calling 866-216-8634.


OTHER INFORMATION

For those of our customers receiving service through commercial accounts, bulk
rate arrangements or similar arrangements, some of the policies, procedures and
services herein may not apply. Please call us at 1-800-XFINITY to talk to one of
our customer service representatives for further information.

Stnd 0422

View full notice
English (PDF) | Spanish (PDF)

If you are a Comcast customer in one of the following areas, you can view your
local agreement below:

Michigan (PDF)
Georgia (PDF)

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