I recently moved back to this side of town and needed to get my internet set up, so I scheduled a modem pickup at this location. Wrong move. I wish I had read the Yelp reviews before ever stepping foot in here, because I ended up back twice. The first visit, I figured it would be quick: hi, I'm with Xfinity, here to pick up a modem, thanks, have a great day. Instead I got roped into what felt like a timeshare presentation about signing up for Xfinity Mobile. I told the rep upfront I needed to get back on the road, but that didn't stop him. He pulled out a piece of paper, questioned how much I was paying for my service, then finally went in back to get my modem, all while I kept saying no thank you. He sat back down, brought up his manager, and said that since I'd signed up through a special package with a free year of Xfinity Mobile, it would really be best if I signed up today. I said no again. He then told me that if I declined the mobile activation, Xfinity was required to let me know they could add an extra $40 to my bill down the line. I said that sounded like a deceptive business practice, and he acted offended, saying "deceptive" was a pretty harsh word. When I asked when that charge would actually take effect, he admitted there was no set timeline, it could just happen at any point, and then tried to sell me again. I finally said I just needed the modem, thanked him for his time, and walked out after about 20 minutes. Round two came when I had issues with the Xfinity Mobile app. I did the usual troubleshooting, called customer service, got escalated to "the highest level of tech support," and was given a reference number and a promise of a callback. Three weeks later, nothing. I called again, sat on hold for 30 minutes, talked to a rep, got put on hold for another 15, and was then told I'd need to go into the store. So I did. There were at least seven employees, four people being helped, two more in line, then me, then a ten minute wait, then three more people behind me, then another five minute wait, all while three employees stood around doing nothing until someone finally suggested checking people in so the line, which by now stretched out the door in the July heat, could actually move. Once seated, I was called back fairly quickly and explained the situation. The rep said someone else would need to help me. Thankfully it wasn't the same guy from my first visit, though he was working that day, which made it almost funny when the rep I was talking to while waiting tried to sell me Xfinity Mobile too. When I pointed at him and described my earlier experience, she basically called him a liar, since Xfinity doesn't actually charge you for skipping the mobile package until a year after you sign up for service. The second rep finally came over, I explained everything again, and after about ten minutes of him fidgeting with settings and handing my phone back without turning my VPN back on, he said there was nothing he could do. Then, of course, he tried to sell me Xfinity Mobile too. Who's your carrier, how much is your bill, the whole routine. At the end of the day, the reps at this store don't seem to care about actually resolving your issue. It's obvious they get some kind of commission for signing people up for mobile, and it's blatant to the point of being uncomfortable. Here's the kicker: later that same day, on a whim, I tried once more to fix the app myself. All it took was disabling Safari cookies on my iPhone and restarting the phone. That's it. After three weeks of waiting on "the highest level of tech support" and an in-person visit where an experienced rep did nothing but try to sell me something, I fixed it myself in five minutes. Do not go to this location. Go to a different Xfinity store. I would never set foot in this one again. read more

Had a concern that was stressing me greatly. Omarion Haywood and manager Bola helped with caring to solve my concerns. Thank you both for your help. Jerry Knox read more

I am writing this review as much for the boss of the store manager Sean as for the public. Sean is an exceptionally dedicated manager. After I left the store with my new modem, as I am not tech savvy, I could not hook it up to sync with 3 tvs, ipads, phones and printer. Sean and I used face time so he could see my screens. This was between 9:15 and about 10PM! That's what I call service. And I got a great deal. Boss keep and promote this young man. Thanks, Mike Trent read more

I called today to cancel Xfinity internet because I found internet somewhere else for a lesser price. The phone rep helped me find a better internet speed at a lower cost, so I decided to stay with Xfinity. The phone rep told me I would need new modem for Internet speed change, so he gave me two options: either have new modem shipped for $15, or go to local store for a free switch. I went to the Xfinity store in Hiram, GA. The store rep showed no signs of a plan change on my account, even though I have email confirmation with all the details. Instead, the store rep was trying to up-sell me with another plan for the same speed at a higher monthly cost. I simply wanted to change out the modem, like phone rep asked me to do. Instead, store personnel kept wanting me to change and upgrade again, which I believe would have resulted in two accounts and a bigger mess. When I told him that none of this made sense, he said "of course it make sense, the phone customer service never matches and they'll tell you what you want to hear". That didn't seem very professional. I am not happy with Xfinity's lack of communication amongst themselves within their own company. Maybe I should cancel service afterall. read more

This is not owned by XFINITY! Do not come here. They can tell you one thing and Xfinity will tell you something different. Customer service is nonexistent and horrible. People jump in front of you in line and no one knows what's going on. read more

I've always had AT&T, but after buying a house , I was informed that the services weren't offered in the area for internet . Unfortunately I haven't experienced the internet yet , because Xfinity mailed the equipment for me to freaking do it myself!! Once I get the equipment, I'm encouraged by a rep to get the app. It supposedly would speed up services customer care . I downloaded the app , which I wasn't happy about because I don't need another app . I set up the account in the app , followed the steps to set up the internet . After trying several times , an error message popped up for me to set up an appointment for someone to come out and install it for an extra 150.00 . This isn't a good start . Not to mention I've always heard Xfinity is one of the worse providers. Here I am , without Internet access! I will update this after it's installed. Xfinity , hasn't claimed this account , because they more than likely don't care . The majority of their customers possibly didn't have a good choice if they wanted internet . If you don't have to use this company as your provider please don't . It an opportunity arises for me to go back to AT&T, I'll be dropping the equipment at the closet Xfinity store ! read more

Very good experience. Needed a new router, got a new one and then brought back my old one. No problems.

The worst customer service ever!! I can never get any type of customer service unless it's the assistant! I need to speak to a human! So frustrating! Thinking about changing.. read more

The xfinity is stilling everyone's money. They charge for fast internet and slow it down. They do not work late and forget about nights.

This store made me lose my faith in humanity. My 83 year old step-father went to the Hiram store to question why his internet/cable had increased by $15.00. The staff assured him they could lower his bill. They proceeded to sign him up for TWO cell phones which he did not need or want. He told them several times that he did not want a phone, he just wanted to see if he could get his bill down. They told him to just take the phones and keep them in a drawer if he didn't want to use them. Meanwhile, they added 2 lines and the lease payments on to his bill. I went back to the store with him the next day and they proceeded to try and tell me that they had given him a great deal. They gave me the run around and told me only the manager could help (who was conveniently on a call in the back). When he finally emerged, it turns out he was the one that told my stepfather to just put the phones in the drawer. They obviously thought he would not look at his bill until it was too late to return the phones. Let's just say the phones were returned and for their sake the account better be credited properly. BEWARE!!!! READ EVERYTHING! Get a receipt and get the amounts in writing. They do not give you a print out of your transaction. Better yet...go to Verizon!!! Elder abuse is a very serious and disturbing Corporate principle. Look at the reddit posts about Xfinity and this problem!! read more

I have been to Xfinity in Hiram as well as Douglasville. They are both professional facilities but the Hiram location is more knowledgeable about Xfinity procedures on returning equipment. I had to return my xifi pod and was unable to return to the facility even though customer service online and over the phone said that was able to return the online purchased Xfinity pod but Hiram further explain why it had to be returned to UPS instead of Xfinity which wasn't a problem but I just wish customer service over the phone and the Xfinity facility are knowledgeable of this. read more

Just spent 20 minutes in the Xfinity store with a family member and the Xfinity team refused to help troubleshoot a phone that was bought at their store. This family member turned in a phone on January 2 and it was not posted until 12 days later. Sounds like someone is not doing their job. As we were there for help another man was there talking loudly about how is bill has not been correct since December. There is no one there that can help you with your problem. We needed to talk to a district manager and there is no way to contact a person with a problem that is not on their selected topics. HELP!!!!!!! DON'T EVER PURCHASE XFINITY! read more

Bottom line, the internet is far weaker and slower than advertised. Unreliable applies to all xfinity services. Mobile, I am not sure how they screwed up land lines but it was so bad we cancelled it and tv service is reprehesible, customer service is always giving assurances and weeks later thing a still here and there at best. Consumer Cellular maybe?To hell with tv, it is just crap anyway :) read more

Run, run away as fast as you can! I ordered the 1.2M speed internet. The very best (utilizing wifi device less than 5 feet from router) as 400Mb!! During install the installer shows you a test he runs on a hardline connection that shows you 1000Mb download, they do not show you the upload. RUN YOUR OWN TEST BEFORE THE INSTALLER LEAVES!!! The upload is ONLY 35Mb!!!!!! Sales person does not offer this little tidbit when making the sale! I went back to AT&T and got their 1Mb. Their Wifi speeds were 500Mb Down and 500mb Up. Hardline connection ran at 900+Mb. Xfinity throttles the uploads to 35Mbs!!!!!! read more

Awful service. Lie right to your face that your phone is fixed. Frustrating and I know why they will not be around in ten years. I'm looking for another carrier. Streaming and canceling my cable service is next. read more

Went into the store on September 17, 2022 because I had been given a new phone and wanted to switch them out. I was helped by a young man who switched it out for me but instead of adding to my existing line he added a new line to my account. I have been dealing with customer service ever since trying to get it straightened out and the third line removed from my account with NO luck. I'm ready to just close all my lines and move my service to another provider all together since no one can seem to straighten this out for me. read more