Amazing customer service--friendly, fast, and helpful. Made the whole experience easy!

Daveon was super nice upon arrival and helped my mom with any questions she had. Very transparent & she was able to get her issue resolved

I was on internet Essential since NOV2024 and get an email on June 2025 that my service was upgraded without my consent by email. I have being bounced back and forth to different department without a resolution yet. I have been on calls different departments asking me the same questions, and not providing a solution. Horrible customer service and will be disconnecting. read more

Outstanding Service from knowledgeable staff : professional, kindness, dedication, effectiveness. I walked into store without appointment try to solve a headache billing issue, I couldn't be more impressed working with Rhallon Ryan Dumo, not only did he fixed my overcharged bill but also surprised me with new plan and service fit my need. Ryan greeted me warmly and took time to understand my issue. His knowledge from interest to mobile phone plans was exceptional, explained everything clearly in detail. It took him about three hours to help me navigate pages of plans, upgrade model move to a new internet plan, switch from old mobile carrier, port numbers to Xfinity. What truly outstanding was his commitment to find best option for me. If you're looking for excellent customer service, Rhallon Ryan Dumo is the one. He goes above and beyond client's expectation. read more

Came here to renew our contract, the young lady who assisted us was unfriendly and unprofessional.

I spoke with an agent about my account and after a few he told me he could change my plan for a better price and that would include an smatwatch for free and my bill would not change. Well I got a call from xfinity saying to activate the iwatch and there would be a bill of over $200.Call them and they said there was no promotion for only $150 and had the balance. After being on the phone for almost 2 hours they said I can get that promotion. But then I still have to pay for a FREE iWatch? Wasted all that time. Trying to cancel and it's a nightmare. XFINITY needs to do some work on their AGENTS. It's like the old bait and switch. And now they are saying they going to credit me with the price of the watch. So I spend 2 hours, and this is their solution after all that time? Stressed... read more

We're paying so much for this service that doesn't deliver. Lately, we get more internet drops than before. I am in the meeting and all of the sudden no internet connection. This is unacceptable especially when you're running a business and meeting with clients. I talked to AT&T and I found out that Xfinity internet connectivity was a shared signal. It's not a dedicated signal. No wonder for two weeks now, it's been dropping for us even our tv shows because it's also connected to our WiFi. For over $400 we're paying for this service, we're not happy. We feel like being scammed. I am considering trying AT&T since in our area, the fiber optic cable is now available to have a dedicated line without interruption. read more

This was, without a doubt, the worst customer service experience I have ever had. If you value your time and expect even a basic level of professional courtesy, DO NOT COME TO THIS LOCATION. I arrived at 2:00 PM for a simple equipment drop-off. The immediate atmosphere was hostile and dismissive. * No Greeting, No Acknowledgment: The representatives actively avoided eye contact and utterly failed to greet anyone, much less ask how they could help. This complete lack of basic professionalism set the tone for the entire visit. * The "Secret" Waitlist: After standing ignored for approximately 20 minutes, a line began to form. Only then did a staff member emerge from the back, vaguely asking if we had all signed up on the waitlist. * Total Failure to Communicate: No one--not one single employee--had informed us about a waitlist upon entry. There was no sign, no clear instruction, and the list itself was hidden away on a small, unmarked table deep in the back of the store. * Wasting Customer Time: The process for a walk-in is completely non-intuitive and poorly managed. Because of their staff's negligence and confusing system, I wasted one hour of my afternoon (from 2:00 PM to 3:00 PM) and still couldn't complete a task as simple as dropping off equipment. This establishment treats its customers' time with complete contempt. The staff needs immediate, comprehensive training on basic communication, customer service, and creating a functional system for walk-in appointments. Save yourself the headache and go elsewhere. read more

Wasted 5 hours...no results! Worst Company and I have been customer for 27 years. Spent 5 hours trying to return some poor xpods. Still have not been able to: 1. Ordered, then canceled after Xfinity tech said they would not help WiFi. Agent on phone confirmed cancelation. 2. Xfinity shipped anyway. 3. When on line and filled out paperwork for return. Never received anything as promised. 4. Tried to return at a store. After waiting 30 minutes they said they could not. 5. Went on line again...still no response. 6. Went to chat, go to agent after joke of experience with robot. Transferred or dropped by 7 agents over 90 minutes. Nothing resolved. Still have my worthless $199 xpods. This is the worst experience with ANY Company that I have had. I will go to social and write to CEO. read more

We had a great experience at this location. The manager Lucky and the associate Lucas. They went far and above to help us with our problem. They worked with us for 2hrs to fix our problem. Thank you so much. If you have a problem with Xfinity Take it to them. read more

Ryan helped us solving my problem quickly. Also he explained to us the special offers included in my internet plan. Nice service overall!

Walked in to return a modem waited about 20 minutes until someone acknowledged me, staff even made eye contact but no help. Go to Union City or just don't use Xfinity hardware so you won't have to deal with the stores period. read more

You name it, it was terrible. Try having a live agent after a half hour of ridiculous chat AI hurdles. Mistakes on everything. The worst, absolutely awful read more

I walked in to this store on two separate occasions and the service was fantastic. both Ile and Melvin committed to solving my problem of activating my phone and spent nearly 4 hours working on getting it cleared. They were kind, professional, and thoughtful throughout my time waiting. Ile was willing to hold off on a break to help me! Johnny and Shak were also around to assist. I felt like a valued customer and I appreciate their help so much. read more

Xfinity Assistant Store Manager Davian Smith provided us excellent customer service and he's a great manager.

The worst customer service I've ever experienced. One of the associates kept on yawning and just looked at the long line without helping. It's unfortunate that he's the one who helped me. He gave me the answers that didn't even make sense. So I went home and did online live chat and had my problems solved. This store is so miserable. Xfinity should have permanently closed this Fremont store instead of the one in Union City. read more

This review is not for this location this is for 1800 xfinity I ordered cable again and my bill with wifi i signed for a month is 197.76 well when I got my bill I was charged 339.75 this is a bad company they say one thing then they say another! read more

I went in today to inquire about some services through Xfinity. The overall experience was super pleasant. Davian the Assistant Manager helped us and he was extremely pleasant. He gave us a complete breakdown of savings for various services we inquired about and really put into perspective what we're paying to help us make an informed decision. He didn't pressure us at all just provided the facts. As customers came in (this was just after they had opened) he was helping us while also greeting them and helping them get situated which was very nice to see someone care so much. Overall pleasant experience at this location and will continue to come back here in the future. read more

I almost never write a review, but this was ridiculous. The absolute WORST! I'd give zero stars if possible. I've presently been on the phone and live chat with them for 2 hours. This is just to get a new tv box because the last one they sent was broken. I've been told twice the box would be sent and today they said they had no record of it. And I'm too frustrated to even write about the last 5 trips to the store & communications I've had with them in the last month all to do with mistakes they made. read more

This review is for Jada the employee at the Fremont store. She finally helped us after our account was completely messed up online by Xfinity "live agent chat" and customer service reps. We spent half a day at work on the phone and online to fix the problems, and 6 people, yes 6 Xfinity employees assured us that the problems are fixed. Never did. Jada listened patiently to our complaints and problems, and she resolved the issues. We made an appointment and we didn't have to wait - got lucky, Jada was finished with her customer first, so we got her. And finally we got 1 good customer service experience at this poor company with Jada - we were done and happy within 30 minutes! read more

It's very disgraceful that Xfinity sales representive hang up without reasons. I called to check if there is any plan that I can lower my cost. After giving name and address and he found my account then hang up. read more

They didn't even know what they doing! I asked them what I want and they said ok ok then the bill came out and I still got the one I cancelled and the bill it's to much so forget it don't expect they will help you here!!!can I have zero stars for this place???? read more

Wow!Finally found someone on this company that listens,responds and gets things done in professional manner.only know by "Tim"got my Internet up and running minutes after hours of incompetence,on hold and union city store failures?will be back for phones from Tom? read more

The service I requested was Xfinity mobile instead I was told it was now mobile well let me explain something I tried for four nights to get customer service help and all I got was a recording I switched over to the fact that I ended up having a few strokes and ended up on disability and it was told that between my Wi-Fi and my cell service it would cost me $35 a month $25 for the mobile phone and the balance to my Wi-Fi as far as the Wi-Fi goes I have no problems as far as customer service goes as far as mobile and getting help it never came I actually went back to T-Mobile Metro at least I can have customer service and they can explain everything to me instead of a telephone call I need my phone because of my medical conditions and I got nothing resolved I couldn't even get them to unlock the phone so I can still use my my Motorola so I had to get a new phone I was satisfied with what my phone was capable of doing the 5G but as far as issues with making a payment it never happened so think twice before you use now mobile . read more

Tim and David at the Xfinity Pac Commons store were amazing. I was so impressed by their knowledge, friendliness, and can-do attitude during my shopping experience. If it weren't for them, I would have switched carriers. read more

Abandon hope, anyone who thinks there's such a thing as customer service from Xfinity/Comcast. There's no contact information on line and their automated system doesn't work and consistently asks the wrong questions. TV problems have been happening lately, fixed with a reboot, but each time it takes 15 minutes to accomplish. You can ask the automated assistant to connect to an agent/representative, but this results in an endless loop of inapplicable questions. I don't know if other providers are any better, but the unreachable customer service makes it impossible to get answers to questions. read more

I am a customer since 1990. I started with low prices because they wanted to bring customer , what they are doing right now. I have called to change my plan to lower my monthly payment and in 4 days they gave me 2 different price but just only down grade my TV Channel but still very high rate which I am going to move to another provider. I called home security department to come to change our broken Battery holder which is 10 years old and they said I will be charged for it. Home security is old and they need to change it or at least come to change battery holder for free. This for the customer who wants to get new lower price just to bring them in. Pary Aliabadi I als read more

This review is for Tim. I went to the store on 10/8/24 and asked for help after calling the representative overseas 5 times. Tim was thoughtful, helpful, and professional and resolved my issue. Thank you, Tim. 10 stars!!! read more

I don't typically like to leave a bad review but here it is. Let's start with this place closes @ 7p. I pulled up @ 6:30 JUST to drop off some equipment which I've done before. That takes nothing but a minute, if not less of a transaction. Upon arrival I found their metal gates half way down but door still unlocked. Opened up the door to a young woman mopping the floor, asked if they were still open and got a "sorry, we're closed" as she continued to mop the floors. I asked if I could just drop off my equipment because again, it's less than a minute of a transaction. Girl proceeds to say "no, unfortunately, we're closed" I understand ppl want to go home on a Friday night. But come on, the location had 30 mins till actual closing time to wrap up my 1 minute transaction. Either update your hours if that's the case or get your act together or maybe hire people who have better work ethics. read more

I have had an issue with my voice message for 2 months. Each time I call it takes easy 2 - 3 hours, they fix it, then it reverts back. I continuously ask to speak with supervisor, supervisors are always busy. One they take down my number and never call or I'm on hold and eventually they hang up. Obviously they have my number to call me, never. I try to call back and now the automated service directs me only to automated service. Stating continuously you want customer service means nothing. I have a discount for a bundle plan but the lack of service, disrespect for a customer I am looking for another service. HORRIBLE SERVICE. I would not give even a 1 but system requires it read more

Xfinity is going to get sued due to harassment and they way their employees treats people in this location, they don't like to talk to anyone or leave their chair it's as if they are forced from home to come to work , they told a guy to go back to your country in front of me and other customers lol , don't waste your time coming here, will switch back all my line to T-Mobile ATT, Xfinity should tell them not to show up at work if you are in your period read more

Xfinity has a terrible security system. There was an internet outage so I could not talk to an agent. The text message from 266278 said they cannot get me an agent or trouble shoot. Without the internet, only the number +1 855 2684830 showed up on my Google search. It is a fraud number, if you call them now, they still pick up the phone very quickly. All they need is the 6 number Xfinity verification code sent to your phone to reset the password, and get all your account information: your address, your bank account. The fraud is able to verify lots of your information to build trust that they are actually coming from Xfinity, and then get your social security number, driver license, bank account. Please don't fall for the fraud, and Xfinity should update their terrible security system. When I need Xfinity the most to ask if I'm dealing with a fraud, they say I cannot talk to an agent!!! read more

My Xfinity 4K tv box went out. I went to the Union City Xfinity and they were unable to provide me with a replacement. They did not offer to call the main distribution center or call another store to see if there was a replacement. They just told me to go to the Pacific Common Xfinity store. Well, I did get a replacement, but not a 4K box. The clerk told me that they expected a delivery on Monday and I could come back and exchange the replacement standard box for the 4K box.Well, I am here for the 2nd time and there are only 2 employees going a a snail pace. After waiting 20 minutes, and a line out the door (yes, literally out the door, the employee asked that the line move inside and to the side), I was finally helped. Well, maybe "helped" is too generous of a word. She asked if she could help me. I told her that I needed a new 4k box. She checked, and there was none. I asked when would a new one come, she said 3-4 months. When I asked for clarification, she said that the last 4k box that came into the store was 3-4 months ago and that they only received one 4k box. What!!!! What kind of business is this? She said that I would have better luck calling the 1-800 number. read more

My cable service went out and Xfinity tech came out to my house to check it out. He advised I swap out all my old boxes to wireless. I disconnected all 5 boxes and went in to closest Xfinity atore. Gentlemen who helped me advised they did not have and in stock and suggested I try a different store. Mind you, there are not many stores in the area so I was upset and asked if they can be ordered. He said it would cost $15/box to ship so it would be $75. I said ok I guess I'll go to a different store and as I was walking out an employee by the name of Rachel who was helping customers shouts out across the room in a rude & loud voice "if we don't have them here what does she want us to do?!" I was shocked to hear this comment and exited store but came back to get her name since I was taken aback and this was very unprofessional. I advise you stay away from this store if you don't want to deal with rude and unprofessional employees. read more