I wish I could not add even one star!! Xfinity all around customer service is terrible as well as the local office customer service with supervisor Crystal who refused to look at notes from the home security department that requested I return our equipment to be credited back! it's taken me three days to get our $1300 credit. After many attempts to get through the correct department, I finally got a rep who took the time to assist me and make appropriate notes along with a supervisor approval. But, I had to go through their stupid phone tree going in circles and yet being told I cant get the credit. I wish their phone system was better, that their staff was properly trained and most of all took their time to help cus who have been with them over twenty plus years!! read more

If I could leave a 0 star review I would. I recently moved into a house and set an appointment to have internet connected to the house. I was unaware that there were no cable lines dug so an appointment was set for a dig team to come dig the lines. At the time of the appointment no one ever came. I even received a message that the team was outside when they were not. This same situation has now happened four times and I am going to cancel my plan with them and find a provider that can actually send someone to dig cable lines when they are scheduled to. This is the worse internet experience I have ever had and will never recommend xfinity to anyone. When calling the support line I am told there is nothing that can be done and I am fed up with being told that "this time the team will absolutely make the appointment" clearly that will never happen. read more

The quality of the service provided is poor. The internet connection fails to work correctly. Frequent intermitant failure of internet service has occurred with out resolution for the past two years. More than 10 service calls have occurred where a "technician" shows up and FAILS to correct the problem. The billing statement charges $100 for a service connection fee every time a tech shows upat my house. I then contact the ISP to have the inappropriate charge removed. This happens on a monthly basis. Multipal credit adjustments have occurred amounting in $100's of dollars refunds requiring hours of my valueable time dealing with these CLOWNS on the phone every damn month. XFINITY IS A HORROBLE COMPANY! I RECOMMEND NOT USING THEM IF POSSIBLE. The level of aggravation from disruption of service is not worth it. The cost of this utility fails to justify the value of service provided. I am ready to spend the time and money on a lawyer to sue for damages. I am sure that I am not the only one experiencing this problem. A Class action law suit is also a possibility when enough people are willing to join this demand of accountability. read more

Internet keeps going out daily and every time I check the website it says outage detected or that they are doing maintenance and it is sometimes out for hours at a time, literally every day for the last two months. I called today to complain because we do pay quite a bit monthly for our service and they ran a test of our device and said nothing was wrong (which we knew because the website told us there was an an outage in the area) and the woman on the phone was so rude and tried her hardest to make me feel stupid. I have an adult autistic son who uses the internet as a coping mechanism and when I told her that I was going to have to switch services she actually said "Ok that sounds good to me" way to hire the right people to represent your brand Comcast. I guess after 10 plus years of my business I'll be going to Century Link. read more

Comcast I hate you, I have never hated anything as much as I hate you. I have been arguing with Comcast for months and I realize I will never get any satisfaction from them. I literally am willing to never get on the Internet again just so Comcast is gone from my life. read more

I so wish I could give them negative stars! I had been with them for 27 years. They used to be so customer friendly and willing to reward loyal customers. Well that day is no more. Their associates will out right lie. I recently had one lie to me that he was changing my plan to save me money which I did not ask him to do but who doesn't like a savings. He assured me the new plan would have all the channels I currently had. Imagine my surprise when I went to watch the ID channel the following day and it was not included in my package. Contacted the Loyalty Dept the next day and after 45 minutes on the phone they informed me since my plan had been changed I was no longer grand fathered in and the ID channel was no longer being offered. So stupid . Had them cancel my service and signed up with Direct TV. Xfinity sucks!!! read more

The business practice at Comcast should be illegal. First off, when you look at package pricing online, it's exciting. You see all the low prices and jump at the chance to enroll. However, upon arriving at the final check out portion of the process, you realize that all their "fees", have turned the once super deal, into a nightmare price. Second, last year (2019), they removed Turner Classic Movies, from the basic package, and added it to the Premium Sports Package. What? Yep. My advice to anyone, is research the competition. There are alternatives, and eventually Comcast will be realize this. They are nothing more than a big, greedy company that constantly screw their own customers. read more

Giving Comcast a 1 star is me being generous. They are honestly the worst!! I regret the day I signed up with them. The service sucks and the customer service is even worse. They see no problem with lying to your face and wasting your time on phone. I am currently on the phone with them now - I have been on the line for over an hour and have been put on 6 holds, talked to 3 people, and been waiting for a supervisor to come on the line that is never going to. They are just waiting for me to hang up so they don't have to deal with me. Comcast apparently runs my life and can dictate where I live because moving my services isn't possible without me signing up for a new contract yet I can't cancel the one I'm in early or cancel parts of it. Only option is to sign my life away to them via new contract for more money. When I asked why they are not offering me the packages they are advertising on their website, apparently that is a completely different department and this supervisor knows nothing about them. Shocking! We all have a sad sob story about Comcast because let's be real, their sole purpose is to ruin your day, so I won't make you read more about mine. But what I will say is, STAY AWAY!! read more

Worst service ever. For 6 weeks I keep losing all service, no internet, no tv, phone doesn't work. I've called & they have sent 2 different guys out. 1 guy said we have too many TVs & unhooked 1 of them. Worked for a day. 1 said where the cable came in to the house, there were too many splitters. I don't think they have a clue. It's been the same for 21 years. I don't have anything again tonight & it will come back on tomorrow sometime. Not only do I have nothing working half the time, but they raised my bill another $30.00 per month. After being a loyal customer for about 35 years, (we've had it since it was Jones) I think it's time to change providers. My husband has a heart monitor that's needs a working phone line & the last time they didn't come out for 4 days. Ridiculous! read more

Called customer service about possibly changing plans, decided to hold off on changing it, and after the call, realized that my service was disconnected. We never talked about disconnecting my service! Not to mention I work from home, depend on internet for work and was doing this during a lunch break. I had to spend another 45 minutes with another rep to reinstate my service. Ridiculous. Absolutely mind blowing how something like that could even occur. Either the rep was mad I didn't change my plan and did it on purpose, or your system is seriously flawed...how does something like that even happen?! read more

I can't even give this company one star.. they are the worst and the most horrible company I've ever had to deal with in my life. First of all..they lied so badly when we started the service explaining the charges which doubled when we received our first bill..then after 4 months one of our phones got the "black screen of death" but because the screen was cracked they voided the warranty after 4 months. Then we had to pay off the broken phone which was over $300 and buy a new phone which is taking over 7 days to be delivered. When we bought the phone we advised them that our apartment building will not be accepting deliveries due to the virus so they told us that federal express would attempt one delivery and we could pick it up the next day....again they lied because now they are telling us we're have to wait for 3 attempts from FedEx so its taking over a week to get the phone. IF anyone is thinking of getting X finity mobile service, believe me you will be lied to, cheated and given the worst customer because they do not care about their customers. read more

Terrible management. For the last 4 months, I've had to call them and question why my bill was not honoring the 1 year contract I signed. In every case, they apologized and reset it only to find the next bill still did not reflect the agreed price, and on top of that are charging me late charges. I need to make someone eat their contract for lunch. read more

Ah, the delights of living in a teeny-bit-too-tiny town. Want a taxi? We have two companies to choose from, and this morning I learned that one of them doesn't take credit cards. Interested in putting together a public festival? Prepare for a ton of red tape. Want internet and cable service? You have a few options, and none of them particularly care about earning your business. In my experience with Comcast, they've only seemed interested in communicating with me when I'm past due. The other way around has been a nearly universal waste of precious time, from holding on the telephone to waiting well past the appointed time that the technician was supposed to come to my home. I've noticed a fair amount of attitude when I've inquired about these issues with employees, and if you think you're gonna get a helpful person by visiting headquarters, fahgettaboudit. I do get the impression that the folks working behind the desks at the Line of Shame are generally good people, crushed by the boot of a corporate behemoth. But hey, you're in Albuquerque, so just choose one of the other... two... options. read more

Called to have wifi service disconnected today and switch to Century Link. The reward for completing a year contract with Comcast paying double the promotional rate that we paid in the beginning. They will try to give you a sweet deal including cable w/HBO even if you tell them you don't have a tv. also when we called to inquire about the ridiculous second to last bill, they wanted to sell us a high-speed boost for another ten dollars even though we allegedly were originally set up with the fastest available speed. while we still had time to contemplate buying a tv, suddenly comcast seemed to slow our internet down so much that it became impossible to watch Netflix or even youtube videos without frequent interruptions in the streaming. read more

Saturday morning, and Xfinity has been down since Friday. Hubby has been on the phone over a dozen times, trying to get it fixed, but - as always - they keep insisting that we have no outage. Finally, this morning, he insists they make an appointment to send someone out. The representative - who had just finished insisting there is absolutely no outage - then proceeds to tell him that the earliest appointment he can confirm for him is this Wednesday, because - get this -- THERE IS AN OUTAGE IN THE AREA! But wait, it gets better. Heading into town today, my husband notices that all of the cable boxes on our road are no longer locked and secured. On his return, he checks ours, and, lo and behold, it's hanging wide open, with parts removed, and a tag on it saying that it must not be tampered with while repairs are being made. The time and date on the tag match exactly the time that our cable went out. In other words, these incompetent asshats disconnected our cable -- for which we pay over 300 a month for two super high speed modems, plus phone, plus tv -- and couldn't be bothered to tell us, NOR log it in the system. The infallible system that they use to tell us that we are obviously hallucinating when we call to report an issue, since according to this sophisticated and foolproof oracle of modern science, WE HAVE SERVICE. I would like to tell you that this is a rare occurrence, but, in almost 15 years of Comcast / Xfinity "service", we have been told, every time, that there is no outage, and have had to fight for days for service to be restored. And, in those literally hundreds of times we've had to call, each and every time it has been Comcast's issue, and there was indeed, an outage. read more

Shut off my internet this past Wednesday due to some wiring complications or something. Apparently they were supposed to have left a door tab but we never found one. Called customer service when the internet went down and they told me the modem was faulty, nothing about the fact that they had shut it off on their own. Advised me to buy a new modem. Paid $95 for a new one at Walmart, got home, and the new one doesn't work either. After calling customer service again, I alert them that there is an error on my bill that states I live one "Blank" Street Southeast when in fact I actually live on "blank" Street Northeast. Ask for that to be corrected and question whether this may be the reason why I have no service..because they are sending my internet signal to the wrong location. No no they say. They then ask if I had done anything different that day that may have disconnected the cable. I explain that I had a new garage door opener put in that same day. They claim that the installer must have cut the cable wire and I should get them to come back and fix it. Call the garage door installers to come look at it on Thursday morning, there is absolutely no cable wire in the garage at all. So no. Called comcast thursday to set up an appointment for Friday. The tech calls and says she is on her way to the house. !5 minutes later, I have another missed call that she rang the doorbell and nobody answered so she went to lunch and we have now missed our appointment. When I asked if she was sure she went to the house, she said yes, "I went to 'blank' Street Southeast". Well, ma'am, that's not my address and that should have been fixed in the computer system two days ago when I pointed it out. Awesome. Have to schedule a new appointment for Saturday. Tech comes in, fixes the wire confusion that caused them to shut off the internet in the first place. All said and told, I spent $95 on a modem, and took 3 days off work to fix a problem that took the only competent staff member they have less than 15 minutes to fix. I'm glad your 15 minutes is worth $95 and 3 days worth of income wasted. Worst and most incompetent customer service I've seen in a long time. read more

If you want to be miserable and frustrated for a good portion of your daily life, sign up with Comcast. I've switched to a different provider and haven't had a single service (or customer service) issue. Though this doesn't stop Comcast from calling me multiple times a day with "survey" calls. Avoid at all costs. read more

I was impressed by the Comcast store I went to to sign up for my internet service. But the internet service itself has been lacking. For nearly a week, my service has been very unstable. It goes up and down up to a dozen times a day. I work from home and I've had to cancel and reschedule meetings, had presentations ruined, lost connections on important calls/chats. This is frustrating on its own, but then I tried to contact Xfinity to find out WTH is going on. The phone# is an endless maze of menu options and recordings, all of them lead to dead ends, forcing you to hang up and call back and try a different route. There is no way to actually speak to a person. Then there's the chat help option. Again, it is an endless maze with no resolution, and no way to actually chat with a real person. Then there's a 'Contact Us' form on their site. You can fill it out, but it cannot be submitted. It will highlight any field at random and say there's something that needs to be corrected, and if you change it and try to submit again, it will pick another field that has no errors in it and ask you to change that one. If you play this game long enough, a popup will come up that cannot be moved, closed, or minimized, and it conveniently appears over the Submit button. It's a ruse, don't waste an hour figuring that out like I did. If you want to to talk to this company after you become a customer, you will need to take time off work and actually go to one of their stores. This is completely unacceptable. Worst customer service on the planet. read more

Wish I could give you six stars...my modem died today at 1:30 pm, and a repairman was at my house at 4pm, replaced it, and just left at 4:30 - That's pretty darned efficient! My wait at tech support when I called in to open a ticket was less than 5 mins and the guy helping me (both the tech support guy and the repairman who came over) were patient, knowledgeable and thorough. I was back up and running the same day. Thank you Comcast, I'm not going to complain the next time I pay my bill to you. read more

I'm paying for 75mbps internet access. At the moment, Speedtest shows 27.39 down and 1,75 up, which is about average.They are one of the worst cable companies I've had to deal with.They monopolize the cable services and overcharge for their services.Never got good service, either with Internet or cable. Terrible internet provider. If you want to be miserable and frustrated for a good portion of your daily life, sign up with Comcast. They advised me to buy a new modem. Paid more than $100 for a new one at Best Buy, got home, and the new one doesn't work either. Tech comes in few times, and so far nothing. Worst and most incompetent customer service I've seen in a long time. read more

XFINITY - Worst and most incompetent customer service I have seen in a long time. - Internet Service Providers Near Me

Adrian - services Placitas/ Bernalillo NM- was awesome . Made sure we were 100 percent satisfied w our Xfinity/Comcast service before leaving. Answered all our questions. Knowledgeable and professional. Even helped me find my missing cat I thought got out of the house. So kind. He was really a great service provider and I felt he went above and beyond. My husband and I couldn't have been happier with him. And Many thanks to Adrian for putting up with me freaking out that my cat was possibly missing ( I was a wreck) and helping me find her. Thank You for your expert service, professionalism, and extra time. read more

3 outages in 3 days. Many more over the last 8 months. Most lasting several hours. This is my first time on Comcast a d it is my last. Direct tv for internet and tv will be here within the hour. So long sucks. read more

Technical service is OK, but they will walk you through a support script. Just walk through it with them to make sure all the bases are covered. Billing and billing support is a nightmare. They got my bill wrong 4 months is a row. Yep, 4 months in a row. Each required a call and an escalation. They eventually escalated to "we f*cked up department" that helped and offered compensation for their ineptitude. Once they got the bill right, the actual delivered internet speed is great and I like the product. I only have internet service. read more

Ordered XFINITY once I could reach a person. The cable installers never showed up as scheduled. The second installer for the actual connection to the house did show up but he could not do anything because the cable crew did not do their job. So packing up the modem they sent. Am tired of spending hours on the phone and/or computer trying to deal with a company that simply does not want my business. Amazed they are still around with the lousy service they give potential customers and actual customers. The bottomline is a company is only as good as their customer service and they don't like their customers nor want potential customers. BEWARE of the slick ads-not worth the phone call (if you can get through). read more

They're quick to send you a bill, but slow to fix any issue. 80% or the people who work here are the kind of people to just tell you what you want to hear to shut you up and never actually do what they say. How is this store even still up and running. Shame read more

DON'T do it if you want to keep your sanity! The customer service is non existent. I have to reconnect my mobile devices every single day. Tv is not bad but internet sucks. read more

I give 0 stars for this review. I have been trying to talk with someone from xfinity for the past 3 hours trying to update my internet package and have been hung up on 4 times and then have to wait 20-45 minutes just to speak with someone again. I am completely agitated at this point and have no more patience. read more

I'm on hold and I've been on hold for a half hour. It sucks that this is our only #internet provider in #albuquerque

We are having problems with our Internet service, and the two technicians who came out quickly diagnosed the problem and promptly fixed it. They were courteous, professional, and very helpful. read more

I AM A SINGLE MOM AND I RECEIVED A BILL IN FEBRUARY SAYING I HAD GONE OVER MY DATA FOR DEC AND JAN AND I HAD USED MY 200 credit in December. And I used my other 200 credit inJANUARY. SO I USED MY two Curtesy months!when I asked how I used it they could not tell I kept asking them how I used it because if I don't know how I'm using it how do I stop using it! I didn't want to be filled again not know how I'm going over my dataThey were never able to tell me or show me how I used to the Data for January or December Then in September I received a bill from COMCAST for 350! I almost died! My bill was 95 - 100 dollars which is hard for me as it is. I can't believe it but for July they said I went over on my data and they literally charged me $177 and they still can't tell me how I did it I filed a complaint with the FCC and I just had my Internet turned off right after making a payment arrangementAnd asking that the data issue be addressed. Two people in the household no gamers and I went over a terabyte in 30 days are you serious read more

Great experience... Just moved here in ABQ... needed Internet for home.. Natalia was kind and helpful from the beginning of process to check out. Looked for discounts and whatever I needed to get me rolling .. great job! Thnx read more

THE LIVE CUSTOMER SERVICE AND THE ONLINE CUSTOMER SERVICE ARE NOT ON THE SAME PAGE!!!! WORST EVER! Here is my experience After back to school spending a was going to be a little tight with money, but i needed to pay the bill. Im not a phone person, thats why i rather do online pay. I go online and it says " to avoid service interruptions please schedule a payment by august 28". I thought cool, i get pay the 24 by direct deposit, i might not have to leave just$8 in my bank account. What could go wrong, right? So i schedule a payment for aug 25th and go to sleep at night. Comes august 24, my service gets interrupted. I go online, pay the bill, get in contact to a customer help chat and ask for the schedule payment to be cancelled, since i made the payment the 24th. "Sure" they say " i took care of it" they said " you don't have to worry" they said. Lies. They took my payment right away and they charged me the cancelled payment anyways. I should have know better and make a stop payment with my bank. Then i call customer service, talk to a "member of the management team" explain my complaint while im looking at my online bill, which says i owe X amount, the"manager team member" tells me that i owe another higher amount. WHAT? So you are telling me not to believe what the online bill tells me? Oh no that's not what they are saying. But it sure translate in the consumer brain as a lie. I regret being a costumer if comcast XFINITY. read more

My wife and I want to express our sincere appreciation to Larry Moralez for exceptional customer service and support. We had internet problems with computers and a cellphone. He is polite, patient, and an outstanding orator. Larry spent the time to help correct the issues or explained other alternate corrective procedures. His professionalism and awesome customer care are second to none. Should you have internet, television, and/or telephone concerns, request Larry to help ensure your problems are remedied to your satisfaction. I am confident he will exceed your expectation. Thank you Larry for being a great example of how customer service is exhibited. read more

Going on 5 months. Still can't record correctly, static and sound issues. Comcast has no clue on how to fix. Working with Corporate Escalations in CO and they are clueless as well. Working to get out of contract and move to DirectTV. Save your money and go with DirectTV and Century Link. 10X faster internet and more HD channels and you don't have to deal with the jerks here that can't fix, install or understand why their service doesn't work. read more

4th equipment problem this month only to wait for long delays on the phone & in- person with no or poor results. Customer service help hasn't resulted in customer satisfaction. You definitely don't get what you pay for with (expensive) Comcast & my next step is to transition my current dependence on the service. I'm obviously not the only one who feels this way in line for a poor product. read more

There is something TRULY wrong with Comcast operations in Albuquerque. I had arranged a transfer of my internet service from my Las Cruces address to my new location in ABQ. On the arranged day, the service didn't work so I called them. They said they would have it working within 24 hours. 48 hours later service still didn't work and I called again to be told the tech needed to schedule an appointment time with me. (It seems like they would have asked me about this on the previous call) So I schedule an appointment time and the tech never shows up. So I call again and cancel my service. Then I begin receiving bills for service starting on the ORIGINAL service transfer date. I figure this was mailed out before the transfer went through. But then I receive a package with a cable modem and digital tv equipment. This amazed me since I have owned and used my own cable modem and never even asked for television service! Then I receive another bill with another month of service. Many more phone calls and no less than 5 visits to their offices on Montbel I finally got the billing issue taken care of. Then I received ANOTHER modem/tv package. I took that back and think that I am finally done with them after a lot of wasted time. read more

Couldn't find my house, told me one price and then I was transfered and told another price, kept on hold for an hour, and then never returned my call. Quite possibly the worst customer service ever! read more

God help us. We are enslaved by Comcast until anyone else comes into this state and offers something higher than 5mbps internet. Worst customer service on planet Earth. read more

Terrible. The cable does that grainy digital interference all the time. Internet service is just as bad - it freezes periodically. Nothing sucks more than paying good money for absolute junk. Comcast will gladly indulge you for that. Resetting the router and unplugging the cable box does not help, that is how bad it is! read more

Xfinity Security system itself is ok. Customer service is well below par. The combination of the two give it the 2 star rating. Been trying since last Thursday to get issues resolved with a technician appointment. Thursday appointment, he showed up with no security equipment. He said I'll reschedule you tomorrow. Never heard back. Called him, left a message, have yet to hear from him. Called 800 number rescheduled appointment for today between 9am-11am. That time has come and gone with NO call. Called 800 number at 10:50am & they escalated the case for a call in 30 minutes. An hour has passed with NO call. This is the service you get when your are a 10 year customer. Lots of good it does to be loyal. The $20 bill credit is a slap in the face when the service is this poor. Maybe I should Netflix & use a security company that IS a true security company. Hmmmmmm.... read more