Terrible customer service from a retail sales rep Jose G. he asked me to send pictures of my equipment while I did the same day then never heard back from him and the next day I asked him if he received his requested information and to let me know which he never did almost a week now. this was sent to his email address on his business card that he gave me. This is totally wrong and he needs to be talked to so other customers don't get treated like dirt. I've been with Xfinity for 21 years and this is how I get treated. read more

The absolute worse customer service. The people who work at Xfinity are nice enough, but don't know what they are doing which leads to endless doom loops of misery. Kids - this is why you should study hard. If you don't work hard and fail out of high school the best you can hope for is for in life is to be a customer support rep at Xfinity where you can spend your days not helping people and passing them on to someone else at Xfinity who will also not be helpful. read more

I walked in and asked for a new remote control. The customer service rep just handed one to me and I left. It took 30 seconds. Thank you!!!

Where should I begin... decided to get wifi in my new home with xfinity. Flex box was defective it took me over a month to get that conclusion because the only customer service that is easily reachable is via messaging through app. A lot of circling back to the same "resolution" finally decided to call them and it is so hard to reach an actual human being v an automated machine. While I was trying to get help on the app the CSR convinced me to switch to xfinity mobile.. saying I would Pay the same for the same services.. just came back from Mexico with an over $300 bill!!! EMPTY PROMISES... SCAMMERS... had to come in to the store to complain because I was NOT going to deal with another messenger or automated machine. Of course when I explained why I was complaining there first resolution.. "I'm going to need you to call xfinity" I said NOPE I need to talk to a human. Queue the manager the "best he can do" is $75 credit. SAVE YOURSELF STAY AWAY FROM XFINITY! HORRIBLE CUSTOMER SERVICE. read more

This place was super fast and easy. The manager Cesar got us in and out quickly. They had a line of 4 people ahead of us but we were out within 15 minutes. The only complaint I have is the equipment failure, and the internet quality. read more

Worst customer's service! Ever time I'm here, employees seem like they hated their job.

Please someone tell me WHY! I signed up for Comcast internet, and Xfinity mobile service about three years ago, and so far the internet speed has been fast and reliable for the most part, along with the mobile service. But for some reason despite being a major competitor in the arena of mobile, and internet connectivity of mega-corporations, my recent experience left me wondering why they had to resort to deceit and inconvenience to make a sale. While reviewing my bill and catching a streaming channel on the list I did not sign up for, I called to cancel the channel. In the course of speaking with the mobile Xfinity representative, he offered to send me a free phone, a Google Pixel 6A a $450 value for which I only pay the tax and $3.17 a month for 24 months. I agreed and accepted the offer, and a few days later I received the phone. However, when I went to check the bill for the monthly payment for 24 months was really $18.97 a month not the $3.17 I was quoted over the phone. I was furious when I realized the representative blatantly lied to me, most likely trying to make his quota for sales look good for the month. When I tried to cancel and return the phone since I failed to activate it I spent half a day trying to speak to someone on the phone with customer support. They allowed me to return the phone since it was within fourteen days of receipt. However, when they tried to send an email repeatedly several times with a link to print up a return address label each time the link failed. I was finally forced to drive down to the Xfinity store and deal with a clerk who acted like he obviously didn't want to be there, and that I was unnecessarily taking up his time. Another clerk was able to print up the label at the store and sent me driving off again over to FedEx to drop off the phone to be shipped back. This is a classic example of underhanded deceit, and ineffective customer support in resolving my return, forcing me to drive all over town to return a phone. Xfinity has lost all credibility with me, duping me into dealing with an inconvenient hassle. Time to look at other competitors offering a better deal than the one I just dealt with. read more

We had no issue with service until a few months ago when they went through the neighborhood doing something with the cables on the poles. Ever since, we've experienced multiple daily drops in service. We've had multiple tech visits, changed modems, replaced connection hardware, I think the last guy ran new cables from the poles. Still experiencing multiple drops each day. We're ready to drop them, get ATT internet for streaming and get a digital antenna for local channels. Super frustrated and just done with it. read more

XIFINITY IS BAD - This happen at another store, but after the way it went down I believe that all the stores are the same. This was the worst customer service experience I have every had. I had a serious situation happen to me and to be honest I was in a very bad way. I asked for help from one of the stores, and online customer and chat. I want a certain prefix for the phone. I had to tell on-line rep to leave my other phone alone more then three times. I needed to change my number for a certain situation and I asked for a prefix I wanted. I ran into nothing but trouble. the worst was at one of the stores. I am not going to say which one and as I stated I was in a very stressful situation, lets just say I lost my sense of security. I go into the store and they took my name down and when I explained what was going on, it didn't seem to matter to the first person who really did not care to help me. He said that he couldn't give me the prefix I wanted, but the thing is I had it long before. I didn't think it would be a big deal. I got angry and upset. I said maybe I should just cancel my account and go somewhere else. The reply I got was well if you do don't for get to bring back the equipment. I looked at the rep and I said "You don't really care if cancel my services" The rep replied it is not my decision if you do do not forget to return the equipment, but the attitude was I do not care. I was like WOW. he did give me the info about the google phone number. the rep gave me the info on google phone. I grabbed it very hard to the point almost tearing it. The person laughed, and I said back to I am glad you find my situation funny. I talked to another rep who was more helpfully with the google phone number. I was helped with the set up, and I told him what was going on. The rep told me if I had grab the paper the way I did he would have grabbed it back. I did say sorry for my bad behavior, and I asked that he give my apologies to the other rep, the rep helping me let me know the apology would be extended. I was told by the rep it could take up to 3 hours for the google phone # to update, but the number never did update. I left still upset, so I left thinking that maybe its time to go back to Verizon. What happen was the systems apparently was having trouble updating, and I was told by customer service, and I had to call on my son's phone to talk to anyone, because they completely shut me down. I was told by customer service that it would take another 24 hours to get any service. A friend of mine told me that maybe the reps at the store shut me off on purpose because of the situation when I went in-person. My friend goes it should not take a system 2 days to update with google phone. I let me friend know that I would like to give them the benefit of the doubt, but when I check with Verizon this morning, they said all the numbers where disconnected. So maybe it was done on purpose. I got the prefix I wanted from Verizon no problem at all. The attitude with the reps at the Xfinity store is the main reason I am closing my mobile account, and due to the "I do not care if you close your account" I will never return. As soon as I can I will do the same with internet. If they do not care about losing a customer, then why should I keep them as my carrier. I do not want to do business with a company that has people who do not care if customers stay or go. read more

Do yourself a huge favor and just don't. If you're thinking about signing up for Xfinity Mobile, do yourself a favor - DON'T. You can never get anyone on the phone, and Xfinity Assistant is of ZERO help. They make it super easy to sign up and impossible to change or cancel. I moved out of their service area in June, Chat told me it wouldn't be a problem, but when I got to my new state they said that they didn't serve it and to change to Spectrum, which I did. I canceled my phones in June, didn't get charged in July, then they started charging me again in August. September, October & November. I contacted them via phone and chat and kept being told I would receive credits. They credited me for November charges only. I tried to call them but was always being cut off, so I went with the Xfinity Assistant Chat. Huge Mistake. Each time, I was told that it was taken care of, but then they would charge me again. My credit card company wasn't any help because I'd previously approved payment to them. I tried going through Better Business Bureau, but they just believed Xfinity and closed my complaint, even though I had taken png's of two previous chats that said I would be credited for August through October. This is the worst customer service EVER. They lie on the chat, they lie on the phone and there's no recourse. Taking them to court would be more costly than I'd get back, and they probably know that. Almost $1000 just gone. read more

I have always dreaded coming to store due to past traumatic experience. But this time I needed to pick up the free modem that's included in my new plan. I was very happy to see that I can now schedule appointment online but apparently making online appointment ahead of time means nothing. Upon arrival, I told the guy that checked me in that I have appointment & only needed to pick up modem. He told me to sit down and wait. There were few parties ahead of me but they didn't have appointment. After 30min, I still see no sign of movement in any of the counters. Either the staff is super inefficient or inexperienced. I finally complained to check in desk and told him I just needed to pick up modem, he asked for my phone number and came out with the modem right away. I was happy but also mad at the same time. Why didn't he just do it right after I check in if it's that simple. It's 30 minute of my life wasted that I'll never get back. I'll never sign up for anything that will require me to go to Comcast store in the future read more

I went in to pick up a new box. I was second in line. Took an hour for them to get to me. There were 6 employees working behind the cubes but only 2 were really working and the rest were talking and doing who knows what. There were over 12 people in line behind me. Ridiculous to just exchange a box since once I get home I still need to call and get it installed over the phone. Waste of a day! read more

If I could give a negative star I sure would. We had a door-to-door salesman come and hook us with a quote that was amazing. Little did we know that the quote was not including regulatory fees and taxes. I spoke with MULTIPLE online CHAT AGENTS and each agent tried to rectify the situation by quoting me the "Correct" amount as their previous peer didn't give me the correct information and in the end, ALL 5-6 people that I spoke with didn't have the "OUT THE DOOR" "BOTTOM LINE" cost correctly. Now it is not fair that Ashley is bundled up in the cluster F*** on the services, but she was amazing. She explained everything line by line. She listened to my venting and she understood my absolute DISGUST that anyone would treat a customer the way that my ELDERLY Father was being treated. Had he not had the support to assist him with the technical hoops to get support from XFINITY he would have just succumbed to the bill and allowed his fixed income to be so MIXED UP and OVER BUDGET. I knew I should've gone with my gut instinct based on the other reviews I have heard about XFINITY in the past. They have fees that increase and they are not the best price. I have till the end of the day to make some fast decisions and I am so very soured by the entire experience and I have only been with XFINITY for less than 30 days. If you decide to go with them I would get EVERYTHING IN WRITING and rest assured that still isn't sufficient because you have to BE VERY SPECIFIC with your questions of them. I was fortunate to get a live person. HOLD THEM TO BE SPECIFIC.....DOCUMENT EVERYTHING I started at 6 AM and didn't finish with them until after 9 AM. 3 hours of being transferred via chat between billing, sales, billing, new members, billing, and then a call back from a live agent. OMG, what a horrible first-time experience this has been. Xfinity you are NOT living up to your values listed on your website "Doing the right thing and acting with integrity" HA you need to either rewrite your goals or train your staff. I suggest Ashley lead the training ****This review is about the entire company Xfinity, not this particular location****. And the hits just keep on coming. Exactly on my 30th day my internet and tv are down for the count, troubleshooting didn't work and I get to have a technician come to my house. I don't know how trustworthy the 1-hour window for tomorrow will be. Nothing else that I've been offered has been reliable. Our technician Joshua arrived on time and did the work fast! We had a corroded line in the back yard and he fixed it and we are back up and running again :) So now I have 2 positive people in Xfinity. read more

After skimming and looking at the reviews from other customers, I would agree with most of the negative reviews. The tactics to trick new customers, by advertising free $0 mobile line for 12 months ($30/month afterward) and free phone. Despite my response that it's more about family and their needs, and need to discuss with family to consider their needs, overall it was an unpleasant interaction. I chatted with a representative named Palani, and his lies were a big discrepancy to the other representative that I chatted later, demanding for a resolution. During the chat interaction with Palani, I did state clearly about family needs and first need to talk with family, he said that I can decide later, and if decide not to use the line, it's free anyway for 12 months and the phone can be keep as a gift. In reality, there are bills on my online account and the phone line is NOT free. I also find out that the phone line is actually $40/month right away, and it's NOT free for 12 months. When trust is lost and broken, it's forever lost, just like a crack that is always visible. No matter how much one tries to glue up and fix the crack, it's always visible. I ended return the device phone right away, close and cancel the phone line, and will keep a lookout on them, to see if they will continue to charge me, like others' negative reviews about being charged after cancelling services. Do not recommend overall. On my Internet service end, I will probably cancel soon since the mobile service and their work have lost my trust. read more

The next useless agent I'm speaking to, after dealing with the first useless agent who decided that something was wrong with my TV (no clue how bad someone's basic language skills have to be to think there's something wrong with my TV when the word TV/television/etc. was never spoken in our 15 minute useless conversation.) thinks that MAYBE I have Peacock through Xfinity, maybe not, no clue. She cannot explain why Xfinity is changing my service (providing less) for the same amount of money, but has made no attempt to contact me. She also forgot that I told her (or, again, lacks basic language skills) that the chat bot on the Xfinity app is not working. She actually asked me, "Your Xfinity app?" as if I'd be calling her about another company's app. Great job, Xfinity! Hire a bunch of cheap employees to screw over your customers! read more

This place sucks. They only want customers who are opening new phone lines. Customer service is horrible. Will not return

I was returning equipment for a family member that passed away. They were so wonderful and made it quick and easy to take care of. Very grateful read more

A bunch of idiots can't answer any question like they are just standing there for the hours without trying to work. I tried asking a simple question about the swapping modem. The rep couldn't even give me an answer or just didn't care they might as well close this place down read more

Lead Leo is super rude ! This guys was useless and not helpful at all !! I tried to make a payment and he said I was not able to do it...then he looked at my account again and changed his mind by saying that I could make it. He was having issues processing my payment and had me call customer service instead of him assisting with the call. He just looks non professional I don't know how he can be a lead, he just has this street boy attitude type of. read more

Muy buen servicio gracias al señor URIEL ALEMAN recomiendo esta gran persona para sus compras todo claro y específico siempre cordial y amable read more

Whatever you do DON'T get Xfinity. Not able to make or receive phone calls!! They admitted they use Verizon towers. I will be signing up for Verizon. Don't make the same mistake I did. read more

They have been amazing from the start . My husband worked there until he died. They are still running the discount as of today

Assistant manager Isidro Landa spent a very long time helping me with a problem and was very patient with my situation.

I think the comcast is a horriable company , employees are rude , all about sales , (because they have to be) they do not want to assist the customers and instead of helping them they say we can do it on our own , Because they are pushed to get customers in and out due to there in que system , which they add fake customers in just to remove them before they are actually out of the store so they can get a better score for there store . Sometimes people do not have the time or means to deal with all that. I used to be a employee , and we got treated like crap , the pay was horriable especially living in the Bay Area , the customers where crazy , yelled , disrespectful, throwing things saying threats and corporate and maganmet makes it ok because we have to treat them with the up most respect , Wile we are getting bashed all day long by hundreads of customers via email , phone calls , and in person , So no wonder employees treat there customers like crap . The company acts like its top notch , "just because you get business does not mean ur a quality kind of company " would not recommend XFINITY as a company . And yet I have to stay because of a contract . Everybody fights for commission and have to somehow swindle there customers to find a add on In order to even stay employees , because if u don't meet your goals 3 months in a row your fired .. so of course u have employees that are worried that there going to get fired so they add extras on to accounts just to ensure there longevity without telling you . So make sure you check your account ladies and gentlemen! Such a horriable company ! Management sucks , all they do is sit in there office in the back , on zoom calls "all day" and get paid the big bucks for not doing anything to improve customer or employee experience. Asst mangers are great , and do all the work to help customers and keep customers and employees , it's the store mangers and the district manager that lack what it takes ! They only promote there friends, and when all the employees actually do a good job they find a reason to keep them on the floor just to try and make the company money. Just a add on , but they change there rates , or taxes and fees , or free equipment without telling the customer . Which brings in angry customers because there bills change ! All around a bad company to do business with , and to work for . read more

Absolutely horrible customer service. I can never reach an agent for just a simple question that their automated bots cannot answer. I have only had this service for two months and I am hate it when I need to ask a question because I know I will spend an hour on the phone to try and get an answer. The bots will try just about anything to get you to answer their questions and will give you a ton of information that you do not want. I also went to the store to get an Iphone and Jenny Nguyen was the person helping me. She stated that I can buy the Iphone for full price because there were not any deals available. I stated that I will just get one from the Istore if I am paying full price at Comcast. She said OK....waited a few minutes and then told me that if I come in tomorrow she can get me $400 off of the phone....and then gave me her card. She must have thought i was stupid enough to go to her again after she did not tell me about the deal until she was sure I wouldn't pay full price on that day. read more

Thai was hellllpppful. I was there for an 1 hour and a half and he was patient and got me a good deal on internet and cell phone service. I'm going back today to connect my own service. He even brought my father and I a cup of tea because of how stressed I was in calling my old carrier. read more

Xfinity/Comcast Criminal Corrupt and incompetent I've had a very bad experience with Xfinity/comcast recently as they cut off my internet without notice after 20-25 years. My internet quit working. I called and worked with Xfinity on the phone for a week with 3 different new modems. It turns out all this time Xfinity had shut off the internet and never said anything. They insisted on their field tech to trouble shoot - they want $100 for that lol. The Tech is the one to tell me Xfinity cut us off and they wanted almost double the amount of money for limited data! I had the internet service removed. Then Xfinity/Comcast changed my account to auto pay without my authorization or notifying me. I caught it and turned it off. A few days later I received a text from Xfinity saying thanks for the payment! Xfinity had turned on auto pay on my credit card again without authorization or notification! I notified my bank and had my credit card replaced. I won't continue doing business with any company that can't be trusted and abuses and cheats their customers just because 'They Can' and get away with it. So I've cut all service with Xfinity comcast on two condo units here. We have no use for ancient co-axil television with low signal quality. read more

Xfinity mistakenly disconnected my service and gave my line to my neighbor. I am a teacher and I have already spent considerable time with an agent to increase my speed and get a stable line without jitters and without packet loss. Now they have reconnected me but to a crappy line. All I want is MY line back. Why is this so damn difficult?! It's midnight and I have been chatting with the useless agents for over an hour, but I keep getting "disconnected". Why can't I get someone to help me? How am I supposed to do my job?! read more

Just avoid all things Comcast if possible. Hope you never have any billing issues. I moved and cancelled with confirmation. About a month later I get a large bill (with late fee). Then I got to spend the afternoon on hold trying to correct it. I thought I was finished until they said I still had balance. Turns out they conveniently had a much later stop service date (save your emails folks). With that accepted, now I'm just waiting on a mailing to confirm everything is complete. Good thing I didn't trust them with auto-pay. Just avoid all things Comcast if possible. read more

Despite having Xfinity "advanced protection" and two-factor ID for my home network, UNKNOWN devices have accessed my network 3 times in the last 6 hours. The brand of these devices (Huiwei) is not of any device I own, and I have not given my network access info to anyone. And my network is hidden from the list of networks. Several months ago, my comcast email account was also hacked and I lost everything in it. Don't trust Xfinity's security! read more

Would give zero star if I could. Worst customer service and unhelpful staffs. Xfinity internet quality rolling down the hill!

NEVER connect your phone line to Xfinity Mobile, or you have to REGRET. I have the contract for 2 years, the Xfinity Mobile doesn't work on your iphone XR or previous version. As the result. You have to change your phone. Your Iphone is gone!!!!! And you have to use their free STUPID phone for 2 years. One more thing, their technical is HELPLESS. They took me 3 hours, 2 times, so 6 hours total, but no thing is solved. I have to show them how to fix instead to solve a part of issue. Then they change SIM and it gets worse. Finally, your iphone is gone. And they told me to go to Apple !! They say they are NOT responsible for it. While my iPhone was working well before switching to their BAD xfinity mobile line. All they want is cheating you to use their line, and their free stupid phone . NO Way to get back. Think CAREFUL before using their service or you will regret for sure. Horrible service! Irresponsible customer service! read more

Wifi. Wifi is a necessity for everyday life. If you want to get half-decent Wifi, don't get Xfinity Wifi, it is a waste of your time and money. This wifi is terrible if you can even manage to get a solid connection don't get comfortable, because it's NOT going to last. Sooner or later you will get a good 20 to 30 minutes of dropped wifi. Oh, and if you think you're going to have a solid connection when it is up. Think again. You will have a HYPER-SLOW internet connection. Where I live Xfinity is the only service provider. We are being SCAMMED. We ask to have our Internet examined or repaired, Xfinity will never get back to us or come out look at something say nothing, and leave never to return to fix a problem. Take advice from someone who made a large mistake. Don't. Get. Xfinity. Period. End of story. read more

SUX for Sunday night football. Video freezes and audio drop outs. Reset box = no joy. 314 minute wait to talk to a representative. Auto reset sent from Xfinity = more wasted time. Bottom line... Xfinity SUCKS!!! read more

I just went in to renegotiate my bill because my promotion from last year ran out. I was paying $115.00 a month, they jacked it up to $190.00. Last year I went into the store and the guy that helped me told me that they were able to give better deals in the store than over the phone. Today I walked out of there of there paying $25.00 more a month for half of the internet speed...thanks Xfinity...you guys are awesome read more

Need to understand why Xfinity is shutting off cable to do "maintenance". My area is not being impacted by the power shutoffs this round, yet I get an email from these overpriced bozos telling me that they are shutting off service between "2am and 8am". Transparency? NOT!!!! read more

Xfinity support is really hard to deal with. If you chat with an assistant it is only a protocol that cab or answer questions they want you to ask. Recently called 1800 xfnity, they sent me to a telemarketing service for a lufelick product. I think they sell your information. You can't get a productive live person online or on the line. Have been with them nearly 30 years. Rethinking that now read more

Sweet fancy Moses, this company sucks! I'm so tired of their cut-rate service and their ridiculous phone tree to try to get assistance. Done. My hood was recently wired for AT&T fiber optic and away I go. Comcast. read more

Xfinity provides really bad service. I chatted nd called 10 times a day but they just kept transferring me to different agents . They only wanted to sell me new lines. read more

I really like their fast internet and I just moved to San Jose for school. I went in to try and get pushed into the right direction to setting up Wi-Fi in my new place and the guy was just trying to get me out of the store as soon as possible. I left with absolutely no knowledge so I decided to pair up with AT&T since their customer service is way better read more