Internet service has been good -- no issues. Billing is cause for concern... We've recently been charged full price for two months of service that we didn't have. We originally signed up for the "Quad Pro" (or whatever they call it) pkg which includes TV/Cable, internet, home security, and a landline (which we never used) for around $160/mo for two years. The promo expired in Feb. 2021 and the bill shot up to nearly $250/mo, so we decided to downgrade in April. On April 19 we switched to the Blast Pro internet pkg which includes the Flex box at $40/mo total for the first year. After the modem rental fee, tax, and the paperless credit, they say our bill will be $45.30/mo... Here's the thing: Xfinity/Comcast completely disconnected our X1 box for cable/TV on 4/20 and didn't send our Flex box (the X1 replacement) until 5/14. So, basically, we didn't have any sort of TV service through Xfinity/Comcast from 4/20-5/15 -- almost a month. (But we did have internet, thankfully.) To Comcast/Xfinity, this gap in TV/Cable service was worth a $30 credit for their 5/5-6/8 billing cycle. Also, after cutting off our service on 4/20, Comcast/Xfinity took a direct payment of $240 (full price) on 5/5, which according to them, covered 4/9-5/8 -- so I guess I'll just take the service interruption from 4/20-5/15 on the chin until I call the next month to complain? OK. Sure... A N D -- they are now saying that, because of their "billing cycle," after the $30 credit we owe $210 for 5/5-6/8 ... WTF?? B U T, since we didn't actually get to enjoy all the services they're charging us for during that time, they pinky-swear that they'll pro-rate that $210 across the next four bills. ... Really?? Remember, we requested the service change on 4/19, initially. We'll see how the next four months play out, but it's now 6/1, and they have essentially charged us full price (minus $30) for nearly two months of service that we did not have. Proceed with extreme caution. read more

Efficient check-in but with 11 counters to service customers only 2 counters are open! I understand customer service is important but the two counters are just not moving, not sure what is happening... Been waiting for 25 mins now and looks like it will be while. What a waste of overhead space... Nice to look at but this store is not leaving customers happy! read more

Too early to get yield at this place and not recieving any help!!.. my bill increased without notice... my options are pay or cancel the service. They even said they Talked to me!!. I haven't talk to anyone about my Comcast bill!!.. time to find another internet provider. Very disappointed with this zero stars "customer service" read more

XFINITY - first time I encounter internet, cable TV, phone down for almost 14 hours, and still down. I suspect they need an Engineer/ Technician from ATT read more

Came in to drop off 2 pieces of equipment after recently cancelling my service. (Nothing bad or anything, just moving into a place where the cable and whatnot is already set up with a different provider) and it was really simple. I came in, went to the front desk with the tower and the DVR box thing and the employee gave me a receipt saying what I returned and when. It took maybe 2 minutes max. Also if you're doing a return the do not need you to bring in the wires because they just recycle them anyway. Really nice place and I've never had a problem with my Xfinity service when I had it. read more

Our representative, Jenny Nguyen, went above and beyond today. She was patient, kind and knowledgeable in her help moving my account from Verizon to xfinity. It was a long and laborious process. She deserves a big raise!! read more

Rude staff. Not able to help. Does not understand the issue properly. Not worth at all! Worst store in san jose

Xfinity Comcast as a Company, and products have one of the lowest quality control ever. I wish I stayed with AT&T but they suck too.

I loved the service provided by Jenny. She was patient with me - spent a lot of time answering my questions. She was very sweet and attentive. read more

I enrolled with Xfinity in late August. The modem I received stopped working after about a week. Took several days to get another. I signed up for auto pay to get a $10 monthly discount. They cancelled the auto pay somehow; and but for an email telling me they were cutting my service due to non payment I would not have even known. I went on line- paid the bill in full - and called to explain my situation. The lady went through a canned speech (all wrong) I told her I just wanted the discount- she told me the 45 days to setup auto pay had expired & therefore I could only get the discount by calling in every month or signing up for additional services. I told her to keep her $10 dollars. read more

The manager at this store is HORRIBLE. Went in there to pick up a phone that was ordered, and he was incredibly rude, incompetent, and abrasive. He basically attempted to kick me out of the store for asking him to look up details under my account about the order, which he wouldn't. He was not interested in helping to find a solution / reason for the issue. I left soon after. Didn't catch his name but he has dark, short, straight hair, about 5'4"-5'6". I recommend you avoid this branch at all costs, and I'd give it negative stars if I could. read more

Made an appointment and showed up to this store on time to add anther service address to our account. We have Comcast service to two addresses for which we spend over $750 per month. Despite this, we were ignored after checking in. Staff helped two walk ins while we waited. When I asked an employee for help I was dismissed with a BS excuse. Finally left after 25 minutes and was not helped. The people at this store just don't seem to care. Very disappointing. Comcast management has a problem at this location. read more

I was upset as my bill increases every month. On 5-29-22 agent Priority said my 614-22 bill woiuld decrease by $30 and new amount would be $120.0. guess want..a lie. the bill was $153.00 Not an honest company. I can see why people drop this expensive serevice. Cost increases but service remains the same. read more

Walked in to return a cable box that we didn't need. Got helped out right away and it was super simple and straight to the point. I like the set up inside the store, nice and organized. I received some help from Theo, super chill guy and very helpful. I explained my situation and Theo got it handled quickly and professionally. I definitely recommend this store and staff. Great job read more

you want good solid internet? don't use comcast. the network goes down all the time forcing me to restart my router. their auto updates are horrible and always seem to cause some type of immediate problem. make things seemless. don't tell me it isn"t possible to make upgrades invisible to users. you just don't care enough about your customers to prevent them from losing money on time critical actions during the middle of a work day. do your upgrades in the middle of the night. this company will take your home network down during working hours. i strongly suggest using another vendor. read more

The Store Manager greeted me well, listened to the problems our Senior was having--and went well above my expectations of service and remedy! Thank you!! ~Sr Care Manager read more

What in the world? NO! We scheduled new service. Comcast sent a tech to "fix" our service not install new service. We waited all day for install and to have them NOT install is wrong. So, we wait for two more weeks to get install. XFInITY your not customer friendly!! read more

What an awesome experience I had in this store. Very knowledgeable staff! Came in and was greeted in the front and had a chat with a gentleman that appeared to be a manager. He introduced me to one of the reps, explained my situation and told her what to look for and do. We walked to her station and she asked if it was ok to do a review of my account. I ended up switching my home security and cell phones to Comcast. I won't call the call center again and deal with Comcast in person going forward. read more

I visited this store last week to upgrade my iPhone 10 to an 11 Max. The wait time was average but the reason I am writing this is because of my experience with the customer service. Luz Parcon-Fernandez was the representative that assisted me. She was absolutely amazing. She helped me with my phone, made sure that everything was backed up and saved and that i was fully taken care of. She worked overtime to make sure i was all set. During the backup of my old phone, she took a look at my tv side of Xfinity and she upgraded me boxes that i had no idea were out of date. She is the best and if by chance her manager reads this, I hope she is acknowledged for her superior service. You are very fortunate to have Luz on your team! Thank you Luz, you rock, i love my new space grey iPhone 11 max!!!! read more

I've stuck with Xfinity for years now. Sometimes their prices are very high but they always have deals to save money.

As I arrived, I noticed there were two designated lines to separate the customers reasons for being there. There were 2 people in line along with me and the wait time was very reasonable. I stopped by the store to drop of old equipment that I no longer needed. The person who helped me was very nice! She presented herself well and displayed professionalism and had a "chill" personality at the same :) She has on her face mask and I noticed that all of other employees inside the store were wearing their masks as well. Okay, back to my reason for being there - They do request that you take everything out of the bag and place it on the table for them to scan. That whole transaction took about 2 minutes, then she handed me a receipt for confirmation and I was on my way. About a day later, I received an email from Xfinity confirming the return of the equipment and the $$ amount that they are going to subtract from my monthly bill. read more

Had some issues but the shining star of this place is named Stacy. Resolved everything and gave me actual help rather than sending me off to other people. (perfect example of how customer service should be) read more

Absolutely HORRIBLE customer service. They tell you one thing on the phone and then you go into the store and they tell you something else. HORRIBLE SERVICE. Going else where for internet service. read more

Came in to swap out a modem. Took 1 hour 15 min. Don't go on a Sunday. Horribly slow

No rating !! Horrible service - they charge you a grip of money a month and when your bill is update to date but you can only order a dollar amount of movies a month($150) this will also include the pay view fight that at any where from $49-$79 per fight - this fights happen more often now - So today is end of month 5/30 and billing cycle is 6/3-7/2 due date 6/19 - agent is telling me to pay - wtfffff pay in advance when the month hasn't even started- just to order a damn movie!!! Crazy!!! Very very disappointing and ripe off!! I spend 1 hour on phone with agent and I have asked to speak to supervisor and ask me is they can call me back in an hour !!! Are you serious??? And have the nerve to say "I'm sorry we understand" Wow! With all the money spent and you get this treatment! read more

Went in for an appointment this morning, took care of my issue and came out with a better outcome. Gotten a better deal on my wifi contract and that's not even what I went in for. Thanks Vanessa for your help and professionalism today. read more

First--these comments are not about the customer service people, all that I have had in the last 8 hours helpful, this is about the company itself. I usually get the xfinity pass, a cumbersome -ly set up system yet at least I could use it. Took me 8 hours chatting/ calling to find out there is no new program equivalent to this temporary internet "product." The phone recording is really horrifying, it takes a lot of strength to figure out how to reach someone. Suggestion: if the sharks alpha sharks at the top donate money maybe you can hire more customer service help, get rid of that horrific automated loop, and train everyone better. Private business is not the answer to what should be public service. So ironic that internet is so difficult to get in Silicon Valley (south)! read more

I signed up for just internet service with Xfinity and made it very clear that I didn't want any of their equipment or monthly charges that come with it. They sent several Flex TV boxes anyway. I called them twice and each time they told me I would not be charged for the equipment and it was free. Then they tried to sneak a recurring charge on my bill the following month for the same inactive equipment. This is an extremely deceptive business practice, trying to sneak monthly charges on to customers bills for equipment they never wanted and equipment that customers were told was free. I am very upset with Xfinity and this type of deceptive business practice should be illegal. It is not enough for them to simply take back the charges once they are caught doing this and lying to customers. I believe Xfinity knows exactly what they are doing here and people all over the country may be getting recurring charges on their bills for equipment they never wanted and were told was free. People should be made aware of this and file a complaint. read more

Huge thanks to the Xfinity team who restored my internet after the CZU wildfire. After getting the run around from PG&E and my water company I really wasnt looking forward to jumping through hoops to get my cable line restored. However, I had a great experience. The day after I called they sent a wonderful service tech named Scott who treated me more like a neighbor then a customer. He got a team out the very next day and when I got home I had cable! read more

The first couple times I went the service was just okay, but the product / value was great. The last two times I went Christian helped me out and his approach and customer service was way beyond outstanding. Thus the reason I sought him out for my second appointment. Thanks for being so helpful!!! read more

This company is terrible. Horrible customer service and they don't let you talk with customer service. They charges are outrageous.

The modem my apartment complex gave me for my xfinity wifi didn't work, so i had to check one put from xfinity. On the last day of my lease I returned the modem to this store as requested of me. Recently I got a bill in the mail for 120$ for the modem, sighting i never returned it. Now I had to put in the extra energy of calling xfinity and getting my bill resolved. I dont know if I'm even going to be able to prove i returned it. This store should be keeping proper records of returned equipment! this is ridiculous and i shouldnt be worrying about checking out an additional modem, returning it, and then being charged for NOT returning it, when my apartment complex included wifi in the rent. It seems that I should be the one being paid for labor, not the other way around. Like wtf? The lines were short and service was fast both times i went, but does that even matter if they don't do their job or update the equipment for their registered addresses? read more

I've been a customer for 15years+ and the quality of the service is going downhill, the only reason you have xfinity or want to buy it is because they are the only internet provider like PG&E they don't care about anything when it's either them or no internet literally this is the 5th outage in our area how manny more times are they going to screw us over like this, we need internet especially now with this whole COVID-19 crap, and I'm like 80% of the time at home paying 250$ a month for 1gb internet and when it works all I get is 80mbs so false advertising and unreliable customer satisfaction my butt, will probably have to go for the slow AT&T internet but it's reliable like a Toyota Corolla don't get xfinity it is slow, expensive and unreliable read more

I had a great experience with Mariah at the Sun Garden Shopping Center. I had changed my mind and came back into the store, got in line again (reluctantly) and when she saw me she plucked me out of line and took me right back to her desk to help me out. She was totally understanding of my change of heart, got me onto a plan I felt comfortable with and I was on my way. She's a good representation of what Xfinity wants from their customer service reps! read more

I switch over my service from metro to Xfinity mobile thinking that it's going to be a way better service my phone has been broken for over a week they told me they could not help me until the 29th that they were not fully opened or else I can pay off my phone and and then buy a new one which to me doesn't make any sense because I have insurance this is the worst service ever then on top of it I'm at metro trying to Port over my service to back from xfinty they will not give me my account pin only way they would give it to me is if it sent in a text .which unfortunately my screen is broken so how am I supposed to receive that text. Something so simple I've waited for 5 hours and I still have not got any results. Telling me that they forward my message.and on top of that I would think that may have an Xfinity cable and internet service that they would add my phone service my cell phone service all into ill one bill. I would never recommend Xfinity cell phone service. read more

Fucking shoutout TONY. THANK YOU he was one of the only people during my 3 trips there over the past three months that actually looked into my account and realized what went wrong. THANK YOU TONY. read more

Perhaps the worst customer service. I have had internet connection issues for the past four weeks at least. Chatting online with agents once a week to no avail. They were supposed to check outside lines for weeks and yet no record or trace of anything being logged. And you cannot reach anyone on the phone and get an escalation without repeating the process over and over again. What happened to customer service and care? read more

Normally when you think of Comcast/xfinity you think of, hidden fees, terrible customer service, long queues with customer support over the phone etc etc but since they are the "best" game in town my family still rocks with them. However this is not a review on their service because to be honest it is mediocre at best, but due to service restrictions or whatever BS the company wants to throw at us, my family still had to endure what they endured without spending a trillion dollars a year on some astronomical intergalactic service. However this is to point out one of the silver linings at this store who is one of the representatives there. I believe her name is Vanessa, she helped my dad out a couple days prior and was really sweet and helpful, and when he brought me along to translate the bill she was just as kind. She did not upsell or pressure us to do anything out the ordinary she just told it like it is and wanted to get us the best deal possible. When it comes to your ISP concerns talk to her! I know in this day and age things might be intimidating but with my experience with people like Vanessa the process was easy to understand and gauge to accommodate your needs. Internet services are not cheap so go ask for help! I was glad to be able to do business with her and just as a side note to other ISPs/Comcast wink wink this is how you get your customers to pay for a service... with good people and clear cut guidelines. read more