Xfinity, one of the largest internet and cable service providers in the United States, has faced a wide range of customer complaints between 2023 and mid‑2025, and a comprehensive analysis of negative reviews reveals five major problem areas that together paint a clear picture of where the company must improve to regain subscriber trust and satisfaction. First and foremost, billing and unexpected charges represent nearly a quarter of all complaints (24 %), with customers reporting hidden fees, unexplained rate hikes, early‑termination penalties, reconnection fees, and promotional credits that never materialized; for example, many consumers discovered charges applied for days when no service was rendered, experienced billing that began prematurely following failed activations, and waited in vain for trade‑in credits promised during device upgrades. Equally pressing are failures in customer service and support, accounting for 26 % of feedback, where users describe unresponsive or untrained agents, long hold times, dropped calls, and an inability to escalate issues to higher levels; some customers even found their services cancelled without notice following FCC complaints, or encountered “empty‑box” installations with no technician follow‑up, highlighting a severe breakdown in communication and accountability. Technical and equipment issues constitute another significant category (18 %), ranging from faulty or offline devices after service visits, deactivated cable cards, missing closed‑captioning support on key channels, to large‑scale data breaches exposing millions of user records, all of which erode confidence in the reliability and security of Xfinity’s offerings. Network reliability and outages, comprising 14 % of the complaints, underscore frustration with throttled speeds during major events like the Super Bowl, dropped mobile calls, prolonged service interruptions without estimated restoration times, and spotty coverage that left users without internet or phone connectivity at critical moments. Finally, misleading or deceptive practices and scams make up the remaining 18 % of issues, with customers reporting deceptive “10G Network” branding, text message scams impersonating Xfinity alerts, misleading promotional promises for mobile plans and device bundles, and third‑party fraudsters posing as customer‑service representatives to drain accounts. When combined, these five categories illustrate systemic weaknesses across billing transparency, service support, technical reliability, network performance, and marketing honesty. The predominance of billing surprises and poor customer support—together accounting for half of all negative feedback—suggests that immediate action on transparent pricing structures, accurate billing statements, and investment in training and staffing for customer support could yield the greatest returns in customer satisfaction. Addressing technical and equipment reliability through proactive maintenance, faster on‑site responses, and rigorous quality control would reduce nearly one‑fifth of the complaints, while improving network infrastructure and real‑time outage communication could mitigate user frustration during service interruptions. Finally, adopting clearer marketing practices, eliminating ambiguous or hyperbolic branding claims, and partnering with consumer protection agencies to combat scams would restore credibility and protect consumers from fraud. By focusing on these five key areas—billing and unexpected charges, customer service and support failures, technical and equipment issues, network reliability and outages, and misleading or deceptive practices—Xfinity can develop a targeted roadmap for improvement that addresses the root causes of customer dissatisfaction, reduces churn, and strengthens its reputation as a reliable and customer‑centric provider in a highly competitive market.